IKEA has been hit with 90 per cent negative reviews from customers furious their orders have not arrived, been damaged and that they are forced to listen to ABBA ‘for hours’ while on hold with customer service.
Disgruntled customers slammed the retailer in hundreds of scathing reviews left on feedback site Trustpilot over the last month.
In November, 336 out of 373 reviews were ‘bad’, with customers angry about deliveries not showing up, despite often paying an extra £40 for allocated delivery slots.
The reviews also hit out at the company’s ‘non existent customer service team’ after customers were left ‘listening to every ABBA song known to man’ while trying to get through.
IKEA has been hit with 90 per cent negative reviews from customers furious their orders have not arrived, been damaged and that they are forced to listen to ABBA ‘for hours’ while on hold with customer service
While hundreds of other customers slammed delivery drivers for only arriving with part of their orders and being unable to find the rest in their vans.
Some shoppers have even claimed to have not been able to get through to speak to someone since January.
Reviews for the year also reveal 86 per cent of customers were unhappy with their experience.
Among those to complain was Lee Gamble, who left a one star review on the review site today (WED), saying: ‘Spent a week now trying to get through re a damaged product, spent an hour plus each time waiting, listened to every ABBA song known to man.
Disgruntled customers have slammed the retailer in hundreds of scathing reviews left on feedback site Trustpilot over the last month
‘Absolutely disgusting customer service. Still no joy in getting an answer, the website is also misleading on customer service contact.’
Another customer, Harold, said: ‘I spent over an hour listening to ABBA and then took another 30 minutes to get the order corrected, one item was out of stock and held the lot up but they didn’t email or phone me to say that.
‘After that he said I would need to call another number to pay the difference.
‘More ABBA and eventually couldn’t get through so IKEA has a lot of my money, can’t deliver and I can’t get through.
Many shoppers criticised their brand’s customer service and said they had been left frustrated by the company
‘IKEA, you were once a very respected brand, but won’t be shopping with you guys again.’
On Saturday, Gavin Mills wrote: ‘Just waited for 90 minutes on the helpline for anyone to answer while being tortured by being forced to listen to cheery 70’s bubblegum pop music courtesy of ABBA who I ab(ba)solutely loathe and think completely unsuitable for customer service line.
‘It seems obvious that IKEA don’t care about their customers and will in future take my business elsewhere.’
Some customers complained that they had been ‘forced’ to listen to Abba while on hold trying to speak to the company
Martin Hinett today added: ‘Awful! Worktops due to be delivered 27/11. No sign of them or communication
‘No customer service open, no online chat, no email, no response on Twitter, no Facebook response.
‘What should you do? Cancel your order and buy from B And Q instead.
‘Don’t buy anything from IKEA online. Shocking. Every other company has dealt with COVID-19. You would expect more. I hope I get my refund.’
And Paul Carr wrote: ‘Wow this has to be the worst online shopping experience of my life.
While November saw a spike in negative reviews, Trustpilot figures for the year reveal 86 per cent negative reviews for the retailer.
Out of 1679 responses, 1343 were just one star.
An IKEA spokesperson said, ‘Life at home has never been more important and, throughout the pandemic, we have seen an unprecedented demand for products that help people to live, work and play more comfortably from home. At the same time, our supply chain – including the ports and goods terminals where our products are received – has been impacted by the effects of Covid-19, and our product availability has been affected as a result. These factors combined have put additional pressure on our systems, services, supply, and our Customer Support Centre.
‘These continue to be extraordinary times and we apologise unreservedly for the inconvenience caused to our customers. We fully understand their frustration and want to assure them that we are working intensively to resolve these challenges as soon as possible.
‘We continue to work hard with our supply chain to increase the availability of our products, we have recruited more people into our Customer Support Centre, focused on improving our technology and systems, increased our delivery and click & collect capacity, and created more ways for customers to shop with us and receive their purchases.
‘We appreciate the patience our customers are showing and would like to thank them for continuing to shop with IKEA.’