I don't do the Festivus traditions, so I'll air my grievance here.
Now, I'm not talking about Ikea's products (some good, some of poor quality, worth knowing what is which) or their stores (the opposite of fun, but tolerable); I'm talking about my recent experience with their online customer service.
I have a Pöang chair. I loved it until the right side arm/base began loosing its spring and sagging. This is after many years of use, after I had garbage picked and repaired the frame to begin with; I got more than my money's worth and have no complaint on that score. (The repair is unrelated to the sag, and has held up just fine.)
So, I hopped onto the Ikea web site and searched for the frame without a cushion to see what replacing that would cost me. I tried a few different ways of searching, and it seemed that they don't sell it that way. I used the service chat and asked if I could buy just a frame, and was told no, they don't sell that.
Next (it was weeks later) I thought of just buying the right arm/base piece as a replacement part. The assembly instructions do not indicate part numbers for the main members, so I contacted customer service again. I explained my situation and asked if it would be possible to buy that piece. Now, I was expecting either "No, we don't sell that as a replacement part" or "Yes, here is the part number, and the price is <whatever>." What some companies would do is reply "We don't sell that piece as a replacement part, but I will send you one gratis." I wasn't expecting that, but I've had such experiences with companies in the past.
What did Ikea do? NOTHING! No reply at all to my inquiry.
But wait, there's still more.
When I told all this to a friend the other day, he gave searching a try. When he used Goggle to look for the frame only, not using Ikea's own site search, there it is! Frame only, $85. This after they'd told me that they don't sell that!
I'm not buying one, and not only because I'm pissed off. Honestly, if they'd told me in the first place that I can replace it for $85, I would have thought it over and decided that, as nice a chair as it is, I really don't sit in it enough to be worth that. A close call, but not quite. And when my wife said she wouldn't mind letting go of personal ownership of her Pöang, and letting all of use use it, it's no longer a close call. This, however, does not excuse giving out false information on one question, and failing to respond at all to the other.
OK, I just needed to get that off my chest. Thanks for listening.
Now, I'm not talking about Ikea's products (some good, some of poor quality, worth knowing what is which) or their stores (the opposite of fun, but tolerable); I'm talking about my recent experience with their online customer service.
I have a Pöang chair. I loved it until the right side arm/base began loosing its spring and sagging. This is after many years of use, after I had garbage picked and repaired the frame to begin with; I got more than my money's worth and have no complaint on that score. (The repair is unrelated to the sag, and has held up just fine.)
So, I hopped onto the Ikea web site and searched for the frame without a cushion to see what replacing that would cost me. I tried a few different ways of searching, and it seemed that they don't sell it that way. I used the service chat and asked if I could buy just a frame, and was told no, they don't sell that.
Next (it was weeks later) I thought of just buying the right arm/base piece as a replacement part. The assembly instructions do not indicate part numbers for the main members, so I contacted customer service again. I explained my situation and asked if it would be possible to buy that piece. Now, I was expecting either "No, we don't sell that as a replacement part" or "Yes, here is the part number, and the price is <whatever>." What some companies would do is reply "We don't sell that piece as a replacement part, but I will send you one gratis." I wasn't expecting that, but I've had such experiences with companies in the past.
What did Ikea do? NOTHING! No reply at all to my inquiry.
But wait, there's still more.
When I told all this to a friend the other day, he gave searching a try. When he used Goggle to look for the frame only, not using Ikea's own site search, there it is! Frame only, $85. This after they'd told me that they don't sell that!
I'm not buying one, and not only because I'm pissed off. Honestly, if they'd told me in the first place that I can replace it for $85, I would have thought it over and decided that, as nice a chair as it is, I really don't sit in it enough to be worth that. A close call, but not quite. And when my wife said she wouldn't mind letting go of personal ownership of her Pöang, and letting all of use use it, it's no longer a close call. This, however, does not excuse giving out false information on one question, and failing to respond at all to the other.
OK, I just needed to get that off my chest. Thanks for listening.