Dec 30, 2022 03:47 PM
2295 Views
Excellent product. Pathetic phone customer service. Completely unbecoming of worldwide IKEA standards.
I placed a large order with the help of online remote planning team. The 2 ladies did a fabulous job of assisting me via email to place my order.
the good experience ended there.
on 25th December I got a call from the installation team enquiring about the time of Installation on the 26th. This was surprising as I had not recieved the delivery by then. I was told that the delivery would occur on the 26th.
on 26th there was no sign of the delivery so I called customer care to enquire about the timeline. I was told that there was a glitch and now the delivery would be in the 27th of December and installation on the 28th. A customer service agent, Vengalrao, was nonchalant about the delay and said he would call back but there was no call. I had to call again to get the information.
I asked for the installation to be scheduled on the 29th due to my work schedule which was acknowledged and confirmed however I did say I would try and adjust my work day for a 28th installation.
Half an hour later I managed the reshuffle of my appointments and called customer care for a 28th installation.
27th the delivery was completed however there was no sign of the installation team on 28th neither was there any call from them. When I called customer care I was told it is on the 29th.
lo behold, on 29th yet again no sign of the installation team nor any communique from IKEA regarding the delay.
none on the 30th either. When I called them yet again, I was told that they would take a while and look into it. The CS agent Bhavani, stick to her commitment of a call back and said that there are no slots for the day. Beyond that she had no explanation regarding the missed commitment or the lack of communication.
so I asked to speak with the supervisor. I was patched through to Manohar. His attitude was even more appalling. The actually had the gall to say that such things happen time to time. This is a supervisor actually condoning the lackadaisical attitude of the teams who skip appointments and don’t have the courtesy to communicate with customers. A half baked apology was very apparently not genuine.
The earliest “appointment” is for the 6th of January 2023 as if customers are expected to drop everything and await their arrival. Which, going by current experience, is not even assured as it it happens time to time”
This experience with IKEA customer service leaves me extremely disappointed with a much loved brand and their effort to provide their world renowned service in India.
Wake up IKEA and smell the roses. If you are out sourcing your call centre then the call centre you have chosen is absolutely pathetic.
