IKEA Canada

Given that the delivery "service" contracted by IKEA consistently receives very bad reviews, you would think that IKEA would agree to refund the delivery charges when XPO fails to deliver. Somehow this sizeable delivery company cannot nail down a delivery time in a large city to less than a 12 hour window.
Why does IKEA contract with them, instead of a competent company? Laziness? "Special arrangements" with the procurement person at IKEA? Who knows.
Unless your time is worth nothing, and you have at least a whole day to waste, do NOT spend $99 + HST for delivery. You're better off wrestling the boxes into your car or $19.95 rental van and taking them home yourself.

Recently i purchased a kitchen from IKEA Ottawa, after a long detailed consultation from an IKEA Kitchen consultant to confirm the space and cabinets required for my kitchen area we purchased a kitchen that was confirmed included all necessary components to fit the designated area for ourkitchen.
The next step was to set a delivery suitable, Our purchased was on a Friday and it was set for Delivery on the following Sunday between 9:30 Am - 1:00 pm, after we arrived home we realize that the phone number we had given them the phone was lost and we immediately call IKEA Customer service to give them an alternative number to call notifying us that the delivery was on its way, we spend the whole morning waiting but no one showed up or call.
We call IKEA Customer service again to let them know it was not delivered and they reschedule another appointment now on the following Thursday between the same times, again no one showed up they were apologetic and yet reschedule another delivery for Saturday promising that it will be arriving the earliest possible most likely around 10Am Finally at 1:10 pm on Saturday we got our delivery.
After three attempts we got our kitchen once we start assembling the cabinets based on the layout and intense and extensive search for the components we star realizing that there were several items Missing and some Items were totally wrong not even required to put together our kitchen.
We had to stop the installation and would like to mention during each delivery we had our Kitchen installation contractor on hand and had to pay him a minimum of three hours each time he was there, we had to gather all mismatched items and drive to IKEA for return and exchange.
Once we arrived at the IKEA Customer service desk and explained our ordeal we were offered that the delivery charge of only $79.00 was going to be refunded for our trouble, i thought that was a mir nothing comparing the cost for our contractor seating around and our stress endured during this ordeal we recommended that the list they can do is give us a credit for our Contractors time that was totally rejected and we demanded to speak to a Manager, when the Manager arrived she also rejected our demand saying that IKEA's best offer is a store credit of only the $79.00 Delivery Charge.
After spending three hours trying to exchange our wrong items we received we were told that the has to call for an investigation on those items to find out why we did not receive them, after arguments they considered to exchange the items and credit us for those but still had to repurchase the correct item.
On our order there was several electrical items that we were told it was all inclusive in our original purchase only to find out that those items had to be hand picked by us and the consultant should had told us, the question is if one is relying on the professional advice of the trained IKEA consultant it is then totally IKEAS responsibility of IKEA to train their staff accordingly and not the customers responsibility, we went to IKEA for a total solution and not doing this process on our own.
My Recommendation is if you are planning to purchase an IKEA kitchen thing again, it's not what it is believed to be. on my behalf NEVER AGAIN!

iKEA Kitchens are beautiful. The process they put the customer's thru $75.00 to measure $250.00 to design (4hrs.). I had an electrician come in to put in potlights & more plugs as my cabinets were going to be alot longer on one side of my kitchen. He checked the design & measurements were 18 inches out. When I enquired with Traemand in Quebec about my concerns & I wanted my kitchen re-measured they were extremely rude. They finally agreed but if the measurements weren't out I was on the hook for another $75.00. I sugguest that Ikea find another way for this system as it does not work for their customers. Yes kitchen was out & re-designed. Numerous trips to the store. I would rather have someone come to my home after I visit the store for what type of kitchen I want. Then do the paperwork with the amount. Also finish the process from start to finish. Customer's should not have to go to the store that many times. Very inconvenient way to do kitchens. Would not recommend this to anyone or use this system again. There has to be a better process and this is not it.

I purchased a kitchen and counter top through IKEA Canada in Montreal. They subcontracted the counter top to a Quebec company called Summum Granit. This company has changed my delivery 3 times in a row without even informing me. Every time I called them they gave me a new delivery date. I don't know when I will have my counter yet and it looks like they have a contagious memory loss with Mr. Marcel who forgot he had given me an appointment on this thursday Nov. 17, then forgot another appointment for me on Friday Nov. 18. Now he has given me an appointment on Nov 21. But who knows if he still remembers?

I've now had 2 deliveries from Ikea. Both terrible!!! First delivery was at my house. They were 2hrs late and after they were done one guy had to use the washroom (understandable) but the other asked for food. Who does that??

The 2nd delivery was sent to my office. This was a better delivery but at the end they are asking me for a tip. To bring in 2 desks and a chair. It took 5mins and to ask for a tip?

I had to pay $99.00 for delivery there's your tip.

There are a ton of reputable delivery services out there. Not sure why Ikea has to over charge on shipping and then find the worst of the worst to ship to their customers.

Why not have terms and conditions with these shippers? Ensure quality and customer service.

I was sent a survey for the first shipment, told them out displeased I was. You think they followed up or refunded me? Nope!!

So excited to get this wardrobe system as it looked so great in store. Paid to have it delivered and assembled and took a day off work to have it done. Got a call at the end of the day saying they couldn't do it. My entire condo was filled with boxes and my mattress was moved out of the room. When I called to say that I needed it to get done before guests arriving on the weekend, I was treated so badly. Anyway, arranged to allow workers in at 5 am to do the job days later. They were awesome. Closet looked beautiful, but a year later, the top is leaning 1.5" farther to the left than the bottom and the doors are hanging off. It's shifing more and more but despite many attempts, I keep getting the run around from their after sales dept. Unit sure was pretty for 10 months, but soooo not worth the terrible service and safety hazard.

The absolute worst delivery experience i've ever experienced in my life. Extremely rude and unhelpful. Very unprofessional. Missing several pieces and had to wait on hold for an hour and half. Would never recommend ikea to anyone.

Very bad delivery. Missing parts. Holding time one hour 34 minutes. Details of the invoice not clear to understand and Misguiding. Sales staff doesn't know the product details. Very frustrating. First and last experience with ikea.
Never recommend.

What could have been a simple and smooth delivery of CAD$ 2,564.10 worth of furniture, IKEA's 3rd party contractor XPO deliveryman and warehouse dispatcher messed it up. Reason: XPO deliveryman called early to deliver early. When proposed time didn't work out, he proposed another time, and kept changing delivery time thereafter resulting in confusion and finally, failure to deliver. XPO dispatcher Maryam inability to listen and be proactive resulted in non-delivery and finally, order cancellation.

Compounding the situation, during my refund claim transaction, IKEA's record showed that delivery was completed and received by my spouse. The fact of the matter is, it was not delivered. This was why I was there claiming refund on the first place. IKEA desk clerk confirmed upon short investigation that no successful delivery was made

Zero star for XPO. XPO might be a big logistics company but it reputation is only as good as their front liners. Two stars for IKEA only because of the assistance received from Rory and Alex on the refund process. Otherwise, zero as well. Also, I recognize that IKEA is also a victim of these XPO employee's actions. IKEA's final review rating shall depend on IKEA's action to address this incident.

Details:
062316 (2010H)-Bought the furniture from IKEA Calgary for CAD$ 2,564.10 including delivery to our new condo unit. The delivery was set to occur between 1 to 5 pm of June 26, 2016. Requested a call prior to actual delivery. Reason: we have not moved to our unit yet.

062616 (1125H)-IKEA's XPO deliveryman called and asked if he can deliver early (an hour and thirty-five minutes early). I said NO. Reminded him delivery arrangement was between 1pm-5 pm. XPO man insisted because he only us for his South Calgary delivery but needs to deliver North Calgary. Again, I said NO. He then said, "Okay then, we will make the delivery to the North and we just have to deliver yours later." I agreed after checking the time frame he think he'll be back. I agreed to two-thirty-ish to three-ish. To this, he replied, "Okay then, we'll just be back later." Then he hung up. My spouse then left to do other chores.

062616 (1219H)-IKEA's XPO deliveryman called again and said, they can now be there at 1pm. I said, "NO, My wife who ordered these things has gone to do other things and would like to receive the delivery herself. You said it would be 3 pm, right? (reminded him his own request)." I then asked him to call after he made his North Calgary delivery. To this he replied, "Okay then...(with a sigh)" and hung up.

062616 (1307H)-XPO Dispatcher (named Maryam) called informing us the XPO deliveryman was at our condo site. Deliveryman reported to dispatcher we were not there. This really made me mad! So unprofessional! I started explaining to Maryam what was happening.
Unexpectedly, she said, "The delivery appointment was between 1 to 5 pm. You were not there. You were supposed to be there. We now have to reschedule." That was so rude siding with the troublemaker. Anyway, she kept invoking the statement at least more than five times as if it is a constitutional right. Flabbergasted, I said, "then we will just have to cancel the order and the delivery." She said, "If that's what you want. Just give me your order number."

Knowing that it is futile dealing with this woman, I said we are heading straight to IKEA Calgary to cancel our order. After some more of the same statement from her, I understood that she is protecting the interest of the deliveryman's action not IKEA, not mine. I kept wondering how she could help IKEA this way because she does not protect an already existing sale.

062616 (1441H)-Went to IKEA-Calgary. Got hold of two Home Delivery Reps. Relate the situation. I asked for cancellation and a refund. He checked his computer and saw that the delivery was reported complete, received by my wife. Whaaattt! What is going on today? To top all the trouble, a false delivery?

One of the IKEA support persons got my receipt and went inside the store to investigate, to ask a more senior team member. When he came back, he was very apologetic. Commented that they do not want their contractor to do it that way. He confirmed that it was a mistake. The items were not delivered successfully. I was given an incident number 10491800. Was promised the money will refunded as soon as the merchandize are returned to IKEA store by XPO. As of this writing, we have not received our refund yet. Hopefully, there will be no additional complication to the chargeback (refund).

CONSEQUENCES:
Was so stressed and angry with the irresponsible XPO deliveryman and insensitive dispatcher. Was mad and stressed with IKEA for hiring them that we contemplated not buying from any IKEA store anymore. Cancelled all our orders. IKEA losing out on a return customer (other customers). Lost IKEA sale worth CAD$ 2,564.10. Thanks to the dispatcher and the deliveryman!

What a day! So simple yet so complex!

RUFRAN (062616)

I have no issue with Ikea and their kitchen cabinet products. I purchased the Sektion collection and was very pleased. They could improve on having more then just Modus Enterprises Ltd as their installer. I paid the $250.00 plus GST for Modus's kitchen planner to come in and do the design. She was professional and offered good suggestions. I required a tear down/haul away firstly and then the assembly/install. Modus quoted me $530 plus tax on the tear down and $1988.00 plus tax for the assembly install. I was told both projects could be done in a timely manner.

I proceeded to the Ikea Coquitlam store and ordered/paid for the cabinets plus 3 new appliances and a quartz countertop to complete the project. I then faxed the agreement and contacted Modus to arrange the tear down and installation dates. This is when the fun started. I realize with Ikea's kitchen event they would be busy, however the earliest tear down and installation dates were over a month away, so much for the timely manner as promised. The Modus person told me as did the Ikea person I contacted later that Modus is the exclusive installer and they could not recommend anyone else. The Modus person went one farther and told me that if I did not use their service I could void the warranty on the cabinets! Odd seeing as Ikea confirmed even if I did the install myself I would still have the benefit of the 25 year limited warranty on the cabinets. In fact Modus only warrants their install for one year.

So here I am with all the cabinets delivered and Modus holding the cards. I located another Ikea approved installer and after sending him photos of the kitchen his quote was $600.00 less then Modus for the assembly/install!!! He also warrants the install for one year. I verified his reputation with other home improvement stores he installs for and found him to be highly recommended. He will do the job at the beginning of May/16 and will likely able to do the tear down a week before. I contacted Modus about the tear down and was told since they were not getting the install they won't do the tear down. I told them to close my file.

I'm writing this complaint to show what happens when an installer is given exclusive installation of another company's products. Not only was their arrogance, take it or leave it plus misinformation on warranty if they didn't do the install but price gouging as well!!!!! I can only hope Ikea takes note of this and expands their service providers otherwise their reputation will suffer not to mention lost business plus save others from this expensive installation monopoly