When I was living in Ireland I have been buying some of my furnitures from IKEA at least for 4 years, and I did not have any problem. When I moved to the UK, I thought my experience would be the same but unfortunately, it was not. On 11.11.2023, I bought IKEA PAX from IKEA Milton Keynes and set the delivery date as 25.11.2023. On the delivery date, I received the tracking link and then the driver called me to notify that he will be at the house in an hour. After 30 minutes, he called me back to tell me that he cannot do the delivery because he does not have enough battery in the van! I told him that as long as my order is delivered before Monday, it is okay with me and he agreed to do the delivery on Sunday morning. On Sunday morning, I received an email from IKEA saying that my new delivery date is the next Thursday (30.11.2023). The problem is I hired somebody to come and do custom fitting for me on Monday (27.11.2023) morning 1 month ago and I could not postpone it or cancel it. So I called the customer service and explained my situation. They could not do anything but they told me that it might be helpful for me to go IKEA Milton Keynes and talked to the customer service there. So I went there and had the worst experience with the customer service manager at IKEA Milton Keynes.First, I talked to a nice lady in the customer service. She tried to find a solution but when I noticed that she always has to talk to her manager, I asked her if I can talk to the customer service manager directly.I explained the situation to her and ask for a solution. She said the delivery was not done on Saturday because the delivery address was wrong(!). So it is my fault. I asked her to check the previous and the new delivery addresses because they are the same and I explained the real reason is the low battery of the van. She said these things can happen. I told her that I need a solution becuase it is not my fault. She said I can collect the order from the store but the order is nearly 400kg, according to the invoice. I told her that if I can, I would do it when I bought my PAX on 11.11.2023. She said she can cancel the order and provide full refund. But I need a wardrobe and I have already booked a person for fitting the wardrobe, so I also refused that. She said then I should wait Thursday for the delivery. I did not want to accept that because it is not my fault and I arranged everything in advance. So I asked her to arrange a delivery on Monday morning because I cannot cancel or postpone my appointment with my builder but she refused to do that. Then I asked her if she can guaratee a delivery on Thursday. She said she is "almost sure" because now they have the correct address. I reminded her that the address was correct and that was not the problem and her reply was she is "almost sure" for the delivery. Then I asked her to compensate my loss due to cancelling my builder, if I accept the new delivery date. She told me she could do it if I had booked a builder that they suggested. But for my situation, she refused to compensate and offer 30 pounds(!) discount voucher. When I asked her if she truely believes 30 pounds is enough to compensate everything, including all the stress that I had to face, all the additional expenses that I have to do and all the time I spent to drive to Milton Keynes, in a mocking tone she said they cannot compensate the time I lost and the stress that I had, and 30 pounds is the maximum she can offer. And finally, she said unless I want to cancel my order, there is nothing that I can do there and I can leave(!).I am not sure how successful I was to explain my disappointment at the rudeness of the IKEA Milton Keynes customer service manager, but I did my best to explain the situation. I can't forget the sarcasm in her voice. I hope someone at IKEA sees this and takes action.
