ComplaintsforIKEA West Sacramento
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Complaint Details
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Initial Complaint
01/19/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
On January 7th I made an online order from IKEA, living only 2 1/2 hours away from this store I was quoted with a 3 day turnaround time. My order has now been rescheduled over 3 times, once from the 10th to the 14th, the 14th to the 19th, the 19th to the 20th, and now the 28th. Ikea made it clear to me over the phone that their logistics freight delivery company only delivers to certain areas one day a week, this is extremely misleading to customers who are ordering from their site. Upon further investigating their logistics company, this delay in delivery time has been happening since 2020. Ikea continues to quote online customers with quick shipping times all the while knowing that for the past two years a vast majority of their orders have not been fulfilled in the time quoted. You are not able to cancel your order and receive a refund as they keep your $179 delivery fee no matter what. I find their lack of transparency in accurate shipping times misleading. I find that when you order something you think is coming from a store that has the product in stock that is close to you, but actually the product is coming from elsewhere misleading. If you look at ikeas ****** reviews and reviews for their fulfillment company North American Logistics, you will see that this has been a mass problem for almost ***** customers! Something needs to be done to force ikea to be transparent about where your order is actually coming from, and the actual expected delivery time. This is a horrible business practice from ikea, and Im shocked no one has looked into this further, as someone who lives 2 1/2 hours from the store I wouldve much rather driven there to pickup my order as opposed to paying a $179 delivery fee for an order that is now taking over 3 weeks to arrive.Business response
01/20/2023
Hello,
Thank you for contacting IKEA. Our records indicate this order is out for delivery today. If a refund is still sought the merchandise will need to be refused or returned. Kindly update us after today on how to proceed. Thank you.
Customer response
01/20/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.Initial Complaint
10/28/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On 9-26-22 I purchased a storage bed from IKEA. After getting it home 3 hours away. I realized a piece was missing from one of the boxes. I called to report the problem on 10-1-22 and was told they would send me the missing part. I called again on **** and ***** and was told it would ship "soon". I called again on ***** and they put me through to the Sacramento store where I was told that no part could be found and they would need to do a refund. They picked up the pieces on *****. I called again today (*****) because I still haven't received a refund. She told me it takes time to process a refund, but couldn't give me a specific date on when I would get my money back. I have called 5 times about this issue and honestly I'm just tired of chasing it down. **************** reps have obviously lied to me about the part being "on the way" so now I wonder if my refund is really "on the way" too. I would like a refund for everything on the attached receipt except for the 3 Beloning items. Thank you for your assistance.Business response
11/02/2022
Please accept our apologies. We cannot refund items on your receipt as an accommodation. All items on your receipt follow the return policy printed on the back. If you are seeking refunds for those items, please return them to the store.
In order to assist you with your part, please include the case number provided to you by customer service. If you are seeking an accommodation for poor service, an IKEA gift card can be discussed once the issue resolved.
Customer response
11/04/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.Initial Complaint
09/02/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Approximately 3-4 months ago we arranged a kitchen remodeling. The representative mis-measured and we still don't have complete kitchen. Installers avoiding all attempts to contact and aretryi g to charge additional $250 to release. Ikea sent a confirmation work was completed. Note even close.Business response
09/07/2022
Hello,
This matter is being addressed directly with the customer via e-mail. We advise the customer to continue working with ********************** Corporate Relations, addressing any concerns to ******************** or the store manager assigned to this case.
Thank you,
IKEA Corporate Relations
Initial Complaint
04/25/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I placed an order online on 3/27 #********* for $275.06. I immediately cancelled and received a confirmation email 12 mins after placing the original order. I had to call Ikea multiple times to confirm status of refund. On my second follow up call on 4/12 case number ******** was opened to expedite the refund. I received a refund on 4/14 for $265.07. The entire amount was supposed to have been refunded. I have over the last 18 months order 10's of thousands of dollars in kitchen goods and have had to cancel a few orders and it has never taken so long to get a refund and the correct amount has always been applied. I want my full refund.Business response
04/29/2022
Customer filed a chargeback with their financial institution for the remaining balance of refund owed. This was approved on our end. Please speak with your card issuer moving forward regarding the credit as we are no longer able to assist or address and remaining credits.Initial Complaint
10/25/2021
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Today, I drove to the store, from two and a half hours away, to purchase item 602.406.72. I called and they said they had four in stock. When I arrived they had them, but they said they could not get them down for insurance reasons.They actually had 9 on the 3rd shelf. But said the were supposed to have pulled four down but someone didn't get around to it.What I am hoping is that it can be shipped to me and waive the fee.Business response
10/25/2021
Hello,
We would like to extend our apologies to the customer for the stock issues that they have encountered. We would be happy to assist the customer with their purchase and waived shipping. However, the product is unavailable at our distribution warehouse and advise the customer to reach out to us via e-mail at ************************************* once available.
Thank you.
Initial Complaint
09/13/2021
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
**** West Sacramento: I began ordering my kitchen in January 2021, and now it is September, 9 months later. Their practice of sending you only parts of what you ordered then charges you additional freight on the remaining pieces that they did not send. 1. **** order has the picture of the cabinet and one part number and a price. The price includes only parts of the item that are available, but dose not disclose that you are not getting the item in its entirety. 2. When you reorder the cabinet parts that were missing they charge another $250.00. Because of the problem they offered to discount the freight by 50 %. So far on my kitchen I have spent over $500 in additional freight. 3. I now have only 1 cabinet left. only the hinges, and doors came in. The Wall cabinet frame item 202.654.62 cost $40. Now they want me to pay another $125.00 to get the frame to build the cabinet. You cannot buy this item in the store. You must order and pay the freight.Business response
09/14/2021
Hello,
Thank you for contacting ****. This matter has been forwarded to management in the store and contact will be made within 24 hours. Please let us know if this doesn't occur within that time frame. Thank you.
Customer response
09/14/2021
Better Business Bureau:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me. They have said they will get back to me within 24 hours. I do not want to resolve this until they get back to me.Initial Complaint
07/06/2021
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I ordered products from IKEA for delivery. The items were partially delivered on 6/21 but the majority of items were not. I have attempted to contact FedEx, who told me I needed to contact the shipper to file a claim to obtain a refund. I attempted to contact IKEA by phone as their only means of communication on 7/2 and 7/3. On 7/2 I remained on hold for 2 hours and then the line cut me off. On 7/3 I remained on hold for 3 hours and was transferred multiple times by numerous agents. I made attempts to explain my situation and all agents refused to assist me. I am requesting a refund for the products that were not delivered to me / lost in the amount of $149.16 for order 387078814.Business response
07/06/2021
Your order shipped in (2) boxes, one with tracking number ************. This box is still showing in transit, however it has not updated since 6/17. At this point we would consider this box to be lost. Could you please confirm the article numbers and quantities of the missing items and if you'd prefer a refund or replacement (pending stock availability)? I will need this information to proceed with resolution.
Thanks,
April
Business response
07/07/2021
Thanks for confirming.
I have documented the missing items in case 59238826 and have created order 389112438. I have sent an email with the order confirmation. Please disregard any request for payment as the payment from the original order will be transferred to the new order.
The SPRUTTIG hangers were out of stock so a refund will be issued in the same case.
Best Regards,
April H.
Customer response
07/07/2021
Better Business Bureau:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
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Customer Complaints Summary
7 total complaints in the last 3 years.
0 complaints closed in the last 12 months.