Emily Flower loves shopping at IKEA. Nearly every piece of furniture in her Terryville home comes from that store.
“I kind of enjoy putting things together and the prices are good as well,” Flower said.
She said she found a full-size bed frame for her daughter on the IKEA website and paid a little over $200, plus the $30 shipping fee to have it delivered.
“So, the day came and went that they were supposed to deliver it,” said Flower.
Flower called IKEA and the company told her she would have to call the delivery company. When she reached out to them, she said the delivery company told her that they hadn’t received any order information from IKEA.
“After that point, I could never get anyone on the phone from IKEA,” said Flower. “I was calling the customer service number. I was calling the store.”
According to Flower, she was on hold for nearly an hour and didn’t speak with anyone.
“I thought 'wow', by now all this time, I’ve been on hold. I could’ve driven there, got the bed, and come back and put it together,” said Flower.
She said she then contacted her credit card company to dispute the $242 purchase.
That’s when Flower said she received an email confirmation from IKEA saying her order had been shipped. But it indicated the same delivery date that she had scheduled the first time.
And again, Flower said there was no sign of her furniture. Still, unable to reach IKEA, she sent a direct message through Twitter telling the company that she wanted the order cancelled.
She said IKEA responded that they would cancel her order but they told her the shipping fee is non-refundable.
“I love IKEA. I want them to fix whatever the problem is,” said Flower.
She reached out to NBC Connecticut Responds upset over her order. We contacted IKEA who told us:
“The customer opted to cancel the order, and had been refunded in full, as of Aug. 20, 2018. IKEA is committed to delivering customer service excellence across all touchpoints. In the past few months, we have seen a substantial increase in e-commerce traffic, and we regret that customers are experiencing delays in the Tri-state delivery areas. We are working diligently to resolve these issues as quickly as possible, and we will continue to work to improve our online infrastructure.”
Flower’s credit card company worked with IKEA to ultimately refund the entire amount, including the shipping fee. After we reached out, IKEA sent Flower a $100 gift card.
Even though, she appreciates gift card, Flower tells us she wants the company to do more.
“I’ve never had a bad experience with them before and I thought it’s such a shame and don’t what others to have the same experience,” said Flower.