IKEA customers complain of delays

Better Call 4

This photo shows an IKEA location in Philadelphia, Monday, Jan. 6, 2020. IKEA has agreed to pay $46 million to the parents of a 2-year-old boy who died of injuries suffered when a 70-pound recalled dresser tipped over onto him, the family’s lawyers said Monday. (AP Photo/Matt Rourke)

For millions of people, IKEA is the go-to place for home furnishings, kitchenware and so much more.

But many are now wondering if this well-run Scandinavian retailer stumbled this year during the COVID-19 shutdown.

Complaints are piling up from all around the US and Canada of missed delivery dates, month-long waits for simple deliveries and problems getting through customer service.

Cindy Roettger decided to redo her old bathroom this pandemic summer. She turned to her favorite furniture seller to avoid going into home improvement stores.

“Back in June I ordered a new vanity from IKEA,” Roettger said.

It was a HEMNES vanity and sink, part of their very popular HEMNES line of furniture. It would arrive in two weeks, the website stated.

While waiting for delivery, she bought her bathroom tile and started the project. But it all screeched to a halt on delivery day.

“I actually got a robocall, the morning of July 11, saying that due to mechanical issues the delivery would not take place,” she said.

With IKEA’s Cincinnati store still closed at the time, she called but got nowhere.

“The automated message automatically stated that, ‘Due to so many people trying to contact us, we cannot accept your call at this time,'” she said.

Now, more than a month after the original delivery date, Roettger has no idea when her delivery is coming.

IKEA attributes this year’s delivery problems to months-long store closures and staffing issues in warehouses.

IKEA spokesperson Bria Spivey told us in a statement: “Due to the impact of COVID-19, we are experiencing some supply delays. We appreciate customers’ patience while we work with our suppliers to restock their favorite IKEA products.”

But Reddit forums are filled with similar complaints from customers across the country wondering how such a well-run retailer experienced such widespread hiccups during the pandemic.

“I’m at my wit’s end, and I am starting to panic a little bit because I need a bathroom vanity,” Roettger said.

We passed along her case to IKEA’s US headquarters, which promised to look into the delay.

The good thing is that with IKEA stores finally reopening this month – including the Cincinnati store in West Chester – the Wall Street Journal expects its delivery delays will ease soon.

As always, don’t waste your money.

Copyright 2020 Nexstar Inc. All rights reserved. This material may not be published, broadcast, rewritten, or redistributed.

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