IKEA Singapore (Alexandra)

Disappointment in IKEA

Two weeks ago, I went to Ikea Alexandra to purchase a new cabinet for my room. Those who have bought furniture at Ikea before should know that it usually take 3 working days for delivery service. However, it is the new year season now so delivery service require a week. I arranged it to be on 2nd Feb between 10am - 1pm. At the counter, I wanted to pay for my order but the sales person there told me that it is not necessary as we can pay on the day of delivery. I was rather taken aback cause I never know that IKEA accept cash on delivery purchases. I clarify with the sales person again and yes, he told me that I only have to pay on the day of delivery.

On 2nd Fed, I waited at home but the new cabinet never arrive. Finally at 12 plus, my dad called IKEA to enquiry about the delivery and the personnel asked if we have made payment on the day of order. He told us that it is stated on the order form that if no payment was made on the day of purchase, the transaction wil be cancelled. I was really upset with IKEA because since this is the PRACTICE of IKEA, why did the sales person tell us otherwise? We wanted to make payment on the actual day in fact. It is very irresponsible to give the wrong infomation to the customers. Why did he even arrange the delivery time and date in the first place? Obviously he doesn't know his job well. This lead me to question if the employees are well versed on the company policies. This really reflect badly on the company. Not to mention that their attitude wasn't exactly fantastic as well. My dad and I were very unhappy with IKEA because this miscommunication upset our new year plans. We got the manager to call us back and he promised that the furniture will be delivered before CNY.

The cabinet did arrive on monday 4th Feb. We paid for assembling service and so a malay guy came down to assemble the cabinet for us. What frustrates me is that this guy can't assemble the simple piece of cabinet for us! He told us that there might be some problem with the parts of the cabinet cause he can't get it done. This really makes my blood boil. I just want to get my cabinet up before CNY and there were so many hiccups along the way. Can anything go right with IKEA? Anyway, the guy demanded that my mum pay the cheque even though his job was left undone. The worse thing is that he left without clarifying anything or when he will get back to us. So, we had to call IKEA again for the second time and demand a explanation for this. I had a hard time finding someone to look into our problem because I was directed from home delivery line to customer service line. They couldn't find the order; they didn't get their manager to call me asap as requested. It took me hours before I can find the right person to talk to. How frustrating can this be! It wasn't my fault that i have to land up in this situation. Anyway, the manager did call back and told us that the assembly man have fixed the drawer wrongly and will send someone back to fix it for us tomorrow. There were nothing wrong with the furniture parts. This is really upsetting. All IKEA can do is to at least find a decent assembling man to do a decent job! Since IKEA furniture is all about self-assembling, why can't a trained personnel in assembling services do such a SIMPLE job. I paid for this service for convenience sake and see what I have landed myself into? I really doubt the credibility of the skills they have. Please engage the right people in your services, IKEA!

This is not all. When I got home from work, i took a look at the cabinet and to my horrid, I spotted defect on the furniture straight away. One corner of the cabinet door was chipped off! My mum didn't spot that earlier on because she was far-sighted but no young men could have miss that! Whether he had spotted that, I gave him the benefit of doubt. It might be the delivery man's fault anyway. What is much more serious is the the cabinet door is fixed the other way round! Usually for a piece of furniture, the handle is on the right and we open up the door from the right to the left. But this guy hinged the door on the right, which makes the handle of the door on the left. Now, i have to open the door from the left to the right if you can visualise that. This is COMMON SENSE if you ask me. I have never seen anyone who assemble furniture like this.

I'm really disappointed with IKEA. Bad sales person, bad communication, bad customer service, bad services, bad quality. One of the rare times I purchase furniture from IKEA and I've such a bad experience. Ikea should really relook into their management of the organisation and the quality of products and services they provide. Once bitten, twice shy. It will take some time before IKEA can earn back my trust again.