IKEA, Internet And Phone Ordering IKEA messed up order twice, and on the third try has taken nearly a month to deliver. Plymouth Meeting Pennsylvania

On January 26th I ordered $1000 worth of Ikea furniture on the website to be delivered to my mother in Missoula, MT. My credit card was charged by January 28th and the order was to be delivered 10-14 days from the order.
On the 13th of February, I called to check further on the order to see where it was as we had not heard from the delivery service. After two hours of talking to people at Ikea, I finally got through to a supervisor
(Scott ext 1450) who explained that although my order was charged, the order had not gone through because of an internet problem on Ikea's part. He said that he would reissue the order and to compensate for my trouble
he would not charge shipping and handling. I was told that the order would be delivered, again 10-14 days from that order date (Feb 17th). Ten Days later, again having not heard from anyone, I called Ikea again and spoke with Kevin Brown. He explained the for some reason the order the Scott put through had been cancelled and therefore was NOT on its way to my mother. (meanwhile my mother ..in her 60s.. has been having to sleep on the floor, waiting for Ikea). He explained that he would have to reissue the order again, that he would reduce the price of the goods by 25% on top of free shipping and that it would arrive within 10-14 days. He charged my credit card and put the order through. I then received my credit card statement. Both charges were on the card. The original charge for the Jan 26th order
which never arrived and then was cancelled and then the Late February charge. On March 10th, I called Ikea again to have the Jan 26th charge removed.

It took me, as with every time I call Ikea, at least 2 hours in order to deal with being on hold, being switched from person to person and finally getting to someone who can help. That charge was removed. On March
11th, I called Kevin Brown again because we had not heard from the delivery people as to the order he had put through. He did not call back. I went through the typical holding process of Ikea customer service and
finally reached a representative who informed me that the order was set to arrive at the end of March. I finally got through to Kevin Brown who said that he would look into it and call me back befor the end of the day (this was on the 13th). He never called again. In frustration, after many days of trying to reach Kevin and others at Ikea, I called the corporate headquarters customer relations managers (barbara Conner and Antoinette). They informed me that they could do nothing and that the order would not arrive before the end of March and that there was nothing that they could do. This was an order that I made originally in Jan and through numerous errors on Ikea's part, including broken promises on when the furniture would be delivered, it has still not arrived and it it now March 19th. According to the Ikea policy, at the latest at product should take no longer than two weeks to arrive. Even if you consider the start date at the third time my order had to be issued (end of February) the latest arrival date should have been March 14th NOT the end of March. Ikea could have arranged to have the stuff shipped directly from the store in Spokane, WA and it would have arrived in three hours, or Ikea could have hired UPS or FEDEX to deliver the property within a few days. Ikea refuses to do what is necessary to make good on its promises to its customers. Moreover, they argue that Missoula, a town of nearly 40,000 people is so small and obscure that it is impossible to get to the town within the two weeks promised. However, no where on the site does it say that delivery could possibly take longer than two weeks, or that some locations would take much longer. If I had purchased the stuff myself and shipped it via horse and wagon from California, it could have gotten to Missoula faster than it has taken to date. Ultimately, I paid for this furniture in January. It is my property and they have a duty to deliver it to me within a reasonable amount of time. I would be happy to lead a class action

Rachel
San Francisco, California
U.S.A.