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Report: #1443422

Complaint Review: IKEA US, LLC - Conshohocken PA

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  • Reported By: Steven — Kent WA United States
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  • IKEA US, LLC 420 Alan Wood Road Conshohocken, PA United States

IKEA US, LLC IKEA, US, LLC Will not refund $4555 on cancelled and undelivered kitchen order after numerous calls and emails. Conshohocken PA

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We ordered a set of Kitchen cabinets during Ikea's Kitchen sale.  We used their online "planning  tool" by entering in all of the measurements from our kitchen into the tool, picking out the cabinets we wanted and making sure that they fit.  Working with the tool took a couple of days but we finally got everything looking the way we wanted and placed the order on the afternoon of April 5.  They promised delivery approximately 3 weeks later.

The next morning I did some double checking using the actual measurments of the cabinets from the Ikea webpage and realized that they would not fit.  I needed the next smaller size for the cabinets on the top row.  I called them up and assumed we could easily make the changes.

I was told that to make the changes that we would have to cancel the innitial order and then place a second order.  This seemed OK.  The second order would be less expensive than the first order and I thought that we would be getting some money credited back to our card at that time.  However I was told that this is not how it works.  The entire second order would be charged to our card and then in "5 to 10 business days" the first order would be refunded.  I was told if we did not do this we would not be able to get the kitchen sale discount.

I guess if we had that much more money to spend this might have been an option, but the first order came to $4555 and we were not able to charge a second amount  for almost that much to our credit card before getting our refund.  So we had to cancel the order and realized we would just have to wait a few months for their next kitchen sale and reorder at that time.

After 2 weeks we checked with our credit card company and Ikea had not refunded our credit card.  After three weeks they still had not refunded our credit card.  I called and after half an hour on hold I was told that their refund department was "a little behind schedule" but not to worry.  After four weeks... still no refund.  Another call... another half hour on hold.  I was again told not to worry they were "just a little behind schedule"... 5 weeks... still  no refund.  But this time I spent over an hour on the phone being transfered around and was told that our refund was being "expedited" by a manager and that we should hear back from them in approximately 3 days because they do not save credit card numbers and would need it at that time to issue the refund.  At 6 weeks we still had not heard back from them.  I made another call... I was told that our refund was "red listed" and I was again told we should be hearing back from them in approximately 3 days.

So now we are about up to the deadline to dispute the charge with our credit card company which is what we assume that we will have to do.  We are not sure how that will turn out, but we are totally disgusted.  We have spent a lot of hours on this.  We will never shop at Ikea again.

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