– Do you have any idea what the hell is going on with IKEA right now? No delivery and no customer service?
Briefly
As consumer journalists, we also often serve as a help desk for family and friends who are wondering about something. This time, there's someone waiting for a delivery that didn't happen last week, wondering if we know more about what's going on at the Swedish furniture chain.
I've tried calling customer service, which is supposed to be open between 8am and 8pm 7 days a week, but no one answers the phone. It was also never called back after repeated attempts for a week – no answer.
-IKEA just “takes a break for a week”? Do you know why?
Towards the signs: – Incomprehensible
Comment fields are boiling
The person is not alone. The comment fields under various Ikea Facebook posts in recent weeks also feature frustrated customers waiting for deliveries, despairing at their inability to contact customer service.
Desperate customers are complaining about their plight, with some even finally posting his phone number for help.
– There must be something seriously wrong with IKEA's customer service right now, Pal Ravnas tells DinSide.
He tried to call them because the stove was faulty, but says it was impossible to talk to anyone on the phone. Ravnas then tried his own chatbot, where he could eventually ask to speak to a customer advisor.
– However, I was eventually told that there was no human colleague available, and that I would have to contact them again later, he says.
Cutter – again
– Hopeless
Ravnas says he tried to contact IKEA at different times of the day, but has not been contacted yet.
-It's hopeless when no one answers to the other party. He thinks it's simply very poor customer service.
It worked again: Pal Ravnas bought a kitchen at Ikea three years ago and found the service was good at the time. – The matter has changed, as I live it today, he says. Photo: private
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The man finally went to IKEA, where he was told to call appliance service.
“So I traveled there to be told about something their chatbot could tell me,” he says frustratedly.
Ravnas stresses that he has no problem resolving things via a chatbot, as long as it works.
– I think this is very bad for IKEA, because you expect to communicate with someone – either online or by phone. He says a large company like IKEA has to have an up-and-coming solution to actually be able to acquire someone.
It creates reactions: – Something very stupid
IKEA: – Look
We can read on the IKEA website that they are in a hurry.
Black bar: This is the message we receive at IKEA customer service. Screenshot: IKEA
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– It is unfortunate that some people are experiencing longer wait times than usual. We had just finished a kitchen campaign that proved very popular, and now we have switched to a half-price home delivery campaign, Niels Vibe-Remer, Ikea press liaison, wrote in an email to DinSide.
– He explained that this led to more backlogs in May as we had fewer business days than usual to help our customers.
IKEA's press call explains that they have mobilized all available resources to help anyone who needs assistance. On average, there was about 15 minutes of wait time on the phone last week and just over two hours on call-back service.
– We see that it is not good enough, but we are working to reduce the waiting time, says Phoebe-Rimmer.
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