IKEA Canada - Verbal abuse, contract breach, non-shipment, no gift card refunds

IKEA Canada - Verbal abuse, contract breach, non-shipment, no gift card refunds

&#160

IKEA Canada - Verbal abuse, contract breach, non-shipment, no gift card refunds

IKEA article for your consideration (file #: S-1093181)

I respectfully request that you consider personally boycotting the IKEA retail home furnishings company. I would also appreciate your doing whatever is in your power to spread awareness of IKEA's deplorable business practices. The in-line text below is detail on a single, tremendously mishandled purchase I attempted with IKEA. If reviewing the entire history I recommend chronological order, beginning with the bottom email and working up to this message at the top. If you note the dates of all e-mails, you will see that IKEA has: 1. lost my order despite an e-mail confirming receipt & processing of said order 2. lied to me by promising me delivery on Dec24/03 (Christmas Eve) 3. made me abandon family plans to wait alone on Christmas Eve for a delivery that was NEVER SHIPPED 4. insulted me (the customer) by accusing me of lying about their promised delivery date, demanding proof (e.g. name of rep, dates/times/phone #s called etc.) 5. reprimanded and blamed me for their losing my order and failure to deliver the order (QUOTE from Ian Selvarajah, IKEA: stated that if I were "more responsible you would have called us sooner" to check on the order) 6. denied culpability by stating I should be more understanding of their Christmas workload (QUOTE from Ian Selvarajah, IKEA: "Do you know how many orders we get at Christmas?") 7. had their affiliate in the UK reply to me, instead of/before the two specific management staff I contacted at IKEA Canada (Gerry Wong and Jean-Francois Marechal) 8. called incorrect phone numbers to reach me 9. failed to refund the order that was never even shipped for 2 months 10. still has not refunded gift cards even after 6 months of requests 11. forgotten to reply to my order, phone calls, online submissions, e-mail queries and even threats to publicize their misconduct through the media for long periods of time. Thank you for your time and consideration. For further details, permission to publish and such please do not hesitate to contact me. -----------------------------------------------

XXXX wrote:

-----------------------------------------------

From: XXXX

Sent: Friday, July 02, 2004 2:02 PM

To: JEAN-FRANCOIS MARECHAL; Email User

Cc: Email User

Subject: RE: Refund of gift cards (file #: S-1093181)

Importance: High Oh my dear lord, I can't BELIEVE this. If you needed my gift card numbers (92886-8736668-9 and 83532-8629786-5), why didn't you say so back when I asked what you needed? And now YOU have the nerve to tell ME you want the situation resolved quickly??? Truly, you people have no clue the consequences of your actions. IKEA ruined my Christmas by promising delivery on Dec. 24/04. Your company made me abandon my entire family to wait all day to receive & install a gift THAT YOU NEVER EVEN SHIPPED. I am disabled and without that gift delivery I was left empty-handed unable to shop for any last-minute gift replacement. Do you realize how stupid, horrible and cruel I felt Christmas Day? There I was with my foster daughter -- abuse survivor about to confront one of her abusers in court two weeks later -- and I HAD NOTHING TO GIVE HER ON CHRISTMAS. Then if I didn't feel awful enough, your rep Ian Selvarajah shirks onus for IKEA's verbal contract BLAMING ME FOR ALL IKEA'S MISHANDLING. Further add IKEA waited TWO MONTHS TO REFUND THE ORDER THAT WAS NEVER SHIPPED in the first place. So now you've made up your minds to finally, 7 months later, refund IKEA cards never to be used. Do you really think you have done a thing to atone for the distress and embarassment you have put me through? On CHRISTMAS even??? COMMUNICATION is the key here. Since November 2003 IKEA staff have lost the order, lied about delivery dates, insulted the customer, accused her of lying, blamed her for their mistakes, called the wrong numbers, and forgotten to reply to queries for long periods of time. AND THAT IS JUST ONE TRANSACTION. Even with M. Marechal's help, nothing thus far has demonstrated IKEA learned a darned thing about communication. So perhaps a little news media communication will motivate you, hmm? Again, RSVP in 7 days or I go back to the media. - XXXX

-----------------------------------------------

JEAN-FRANCOIS MARECHAL wrote:

-----------------------------------------------

From: JEAN-FRANCOIS MARECHAL [mailto:Email User]

Sent: Friday, July 02, 2004 10:30 AM

To: XXXX

Subject: Refund of gift cards (file #: S-1093181) --- Received from IKEA2.JMAR 514 9048619 1444 04-07-02 19.30 Dear Ms XXXX, After much work, our customer service team was not able to locate and identify without doubts the gift certificates number. These gift certificates numbers are crucial to avoid cancelling and refunding the wrong customer. Can you please provide me with the numbers that are shown below the bar codes on the gift cards and I will have them refunded without any further delays. Can you please copy me and Mrs. Emmanuelle (our acting customer service manager) on your reply as I'm leaving on vacation today and would like to see this situation resolved for you quickly. Emmanuelle can be reached by e-mail at: Email User P.S: you will be receiving a written confirmation by e-mail that these gift cards have been refunded once the refund as been processed on your credit card. Regards, Jean-Fran&#231ois Mar&#233chal

IKEA Home Shopping Manager

tel: 1-800-661-9807 ext:1444

e-mail: Email User ---- 04-07-02 19.30 ---- Sent to ---------------------------

-> XXXX

CC:

-> IKEA2.EMHE EMMANUELLE-L HERBIER PHONE OR

-----------------------------------------------

XXXX wrote:

-----------------------------------------------

From: XXXX

Sent: Thursday, June 10, 2004 2:09 PM

To: JEAN-FRANCOIS MARECHAL

Subject: RE: IKEA Customer Service Team

My heartiest congratulations for your new arrival, and the many years of joy and pride she will bring you. :) No, I never heard anything about my IKEA gift cards. They are still in my possession. Please advise what is required next to get them refunded. Regards, XXXX

-----------------------------------------------

JEAN-FRANCOIS MARECHAL wrote:

-----------------------------------------------

From: JEAN-FRANCOIS MARECHAL [mailto:Email User]

Sent: Thursday, June 10, 2004 1:51 PM

To: XXXX

Subject: RE: IKEA Customer Service Team --- Received from IKEA2.JMAR 514 9048619 1444 04-06-10 22.51 Dear Ms XXXX, I apologized for not getting back to you any sooner but I was away from the office for 2 weeks (newborn daughter). I am now back at the office and I am looking forward to resolve this case with you. Can you please confirm if you have received the refund for your 2 gift cards as I had requested to have them cancelled & refunded? Best Regards,

Jean-Fran&#231ois Mar&#233chal

IKEA Home Shopping Manager

tel: 1-800-661-9807 ext:1444

e-mail: Email User

-----------------------------------------------

XXXX wrote:

-----------------------------------------------

From: XXXX

To: Email User

Date: Sun, 6 Jun 2004 10:31:43 -0700

Subject: RE: IKEA Customer Service Team M. Marechal, I still have not heard from you. Please respond by e-mail this week. Failing that, I shall again forward this matter to other IKEA personnel and the media. Regards, XXXX

-----------------------------------------------

XXXX wrote:

-----------------------------------------------

From: XXXX

Sent: Friday, May 21, 2004 1:06 PM

To: Email User

Subject: RE: IKEA Customer Service Team M. Marechal, I did appreciate your e-mail apology. After several months I thought IKEA intended to do nothing about the failure to honor my order and verbal abuse. It was nice to finally be acknowledged on more human terms. Thanks for your voicemail early this month. You stated you would call again, but I did not hear back. Perhaps that is for the better. My voice is still weak, and I cannot yet arrange for a third party to participate in a phonecall. Given these and past problems I have little comfort with verbal communications. I would therefore prefer we correspond by e-mail; it is a far safer, more traceable method. Would you please advise what matters you wished to review? Thanks kindly. Regards, XXXX

-----------------------------------------------

XXXX wrote:

-----------------------------------------------

From: XXXX

Sent: Tuesday, May 04, 2004 10:08 AM

To: JEAN-FRANCOIS MARECHAL

Subject: RE: IKEA Customer Service Team Cher M. Marechal, A pleasure to hear from you at last. I appreciate your attempts, but sadly poor communication continues at IKEA. My correct phone # is XXXXXXXXXX, as I told Nadim, Ian, the female rep I spoke with on Dec19/03, and in the e-mail below. Please DO NOT CALL any 416 or 613 area code #s on my file. These temporary #s were only for IKEA to confirm payment & delivery over Christmas. I am no longer in Ontario, I was only visiting. I live in XXXX. I welcome the opportunity to discuss this with you in an mature non-confrontational manner if you would kindly note and use the correct phone # in your files. Thanks kindly - XXXX

-----------------------------------------------

JEAN-FRANCOIS MARECHAL wrote:

-----------------------------------------------

From: JEAN-FRANCOIS MARECHAL [mailto:Email User]

Sent: Monday, May 03, 2004 2:34 PM

To: XXXX

Subject: RE: IKEA Customer Service Team --- Received from IKEA2.JMAR 514 9048619 1444 04-05-03 23.34 Dear Ms XXXX, I would like to personally apologize for the difficult experience you had with the telephone & web order service. I can understand your frustration with the service that you have received to this date and I can assure you that we take this matter very seriously. I have on 2 separate occasions left voice mail messages (April 28th at 5:45pm & April 29th at 11:30am) at the following number: XXXXXXXXX so that I could review this situation with you. I would like, if possible to review with you by telephone the current situation and address any outstanding issues such as the refund of the 2 IKEA gift cards. Can you please contact me by telephone or e-mail to let me know when you would be available for that telephone conversation. Best Regards, Jean-Fran&#231ois Mar&#233chal

IKEA Home Shopping Manager

tel: 1-800-661-9807 ext:1444

e-mail: Email User ----------------------------------------------------------------------------

--- Received from IKEA2.EORD 800-661-9807 04-04-30 21.57

-----------------------------------------------

XXXX wrote:

-----------------------------------------------

From: XXXX

To: Email User

Cc: Email User, Email User, Email User, Email User, Email User

Date: Fri, 30 Apr 2004 12:38:38 -0700

Subject: RE: IKEA Customer Service Team Though I appreciate your apology, it was not your error. IKEA Direct Canada staff ignored my e-order, phonecalls, web submissions and e-mails since Nov29/03, and dodge my contact info requests so I may pursue my complaint. Please provide me proper contact info for IKEA Direct Canada staff, or get them to FINALLY contact me. They have all my info. They simply do not reply. If I do not hear from them within 7 days, I will publicize IKEA's verbal abuse and misconduct with the Canadian news/TV media contacts cc'ed on this complaint. Sincerely, XXXX

-----------------------------------------------

IKEA UK/GR wrote:

-----------------------------------------------

From: IKEA UK/GR [mailto:Email User]

Sent: Thursday, April 29, 2004 10:31 AM

To: XXXX

Subject: IKEA Customer Service Team --- Received from IKEA3.C/SFLR . 04-04-29 19.31 Dear Ms XXXX, First let me offer my sincere apologies for your recent experience. It would appear that you have not received the level of service that both yourself and IKEA would expect. Please be aware that you have emailed IKEA Customer

Services in England, I have forwarded your email to Gerry Wong in Canada. I would like to thank you for taking the time to write to IKEA and give us your comments. Objective feedback can only help us improve our customer service and your shopping experience. I sincerely hope that any future contact with IKEA better reflects our commitment to Customer Service. Assuring you of our best attention at all times.

Kate on behalf of the IKEA Customer Services Team. For general information regarding IKEA please visit www.ikea.co.uk ==================================================================

================================================================== To: Email User

Subject: e-mail subject Contact IKEA request comments: TO: Gerry Wong, IKEA Direct CANADA. I DEMAND an apology for the rude mishandling of my entire e-order, plus a refund of the two useless IKEA cards I will never use. On sheer principle I will take legal action and blow the whole thing into a media frenzy. confirmpage: confirm/contact_us_response.html

contact: email

contact_recipientrecipient: Email User

contact_recipientLabelrecipientLabel: -choose-

contact_subjectsubject: e-mail subject

emailTo: XXXX

first_namename: XXXX

receipt_nono: S1093181

surname: XXXX

telephone_numbernumber:

title: ms ---- 04-04-29 19.31 ---- Sent to ---------------------------

-> XXXX

---- 04-04-30 21.57 ---- Sent to -------------------------------------

-> IKEA2.GWON GERRY WONG DIRECT

-> IKEA2.JMAR JEAN-FRANCOIS MARECHAL SALES

---- 04-05-03 23.34 ---- Sent to -------------------------------------

-> XXXX

-----------------------------------------------

XXXX wrote:

-----------------------------------------------

From: XXXX

Sent: Wednesday, April 28, 2004 10:31 AM

To: Email User; Email User; Email User; Email User; Email User

Subject: #4 -- Customer Service File # S1093181

Importance: High TO: Gerry Wong, Call Centre Manager - IKEA Direct Hi, how ya doin'? Ahem .. still ignoring me, huh? Just so you know, I'm not going away. I first complained December 2003 and have yet to hear back from you people. I DEMAND an apology for the rude mishandling of my entire e-order, plus a refund of the two useless IKEA cards I will never use. On sheer principle I will take legal action and blow the whole thing into a media frenzy. - XXXX "This e-mail is copied to various news agencies as proof of your misconduct in the event you do not comply. I am fed up of greedy faceless embezzling entities that inhumanly persecute defenseless individuals. I will not be ignored. Have a nice day."

-----------------------------------------------

XXXX wrote:

-----------------------------------------------

April 22, 2004 Gerry Wong, Call Centre Manager

IKEA Direct

9090 Cavendish Boulevard

Montreal, P.Q. H4T 1Z8 Canada Dear Mr. Wong: I have yet to receive an apology, explanation or even a response from Ikea. I am a chronically ill woman who placed a home order Nov. 27/03, resulting in the following cruel and horrible treatment by Ikea staff: - Forgot my order until I called Dec.19/03, told me to stay home Christmas Eve to await last-minute delivery, then never showed up;

- Reprimanded me on the phone when I complained, accusing me of being negligent with my order and lying about Ikea?s delivery promise (ironically, while themselves lying about Ikea policy & staff info);

- Did not reply after I reported the complaint higher and higher each time ? e.g. Customer Service website submissions, phonecalls to check order, call to Ian Selvarajah/Nadim, email to Jean Francois Marechal;

- Would not refund order for over two months despite absolutely no order shipment or contact. How dare Ikea ignore and blame me. I am disabled, not dead. Every order I have placed with Sears, Elmwood, Ticketmaster, Phytomer, Bombay Company, Office Depot, even E-bay has been delivered in under a month. Furthermore they never behaved so rudely and negligently. Ikea Customer Service is beyond deplorable. Order tracking and web response staff need serious response turnaround time improvement, especially Jean-Francois as their manager. As for Nadim and Ian Selvarajah, they are beyond hope and deserve no less than to be fired. I will never shop with you again. I will advise clients to boycott you. I will notify anyone I can of your conduct. Now what will you do? At the very least I expect you will refund my Ikea cards despite any silly policy of yours. I expect you will apologize after reading the attached detailed account of your staff?s conduct. And I expect this time you will reply. Sincerely,

XXXX Cc.: MEDIA - Globe & Mail, Ottawa Citizen, Vancouver Sun, Georgia Strait, CityTV

-----------------------------------------------

XXXX wrote:

-----------------------------------------------

From: XXXX

Sent: Monday, December 29, 2003 3:06 PM

To: Email User

Subject: Customer Service File # S1093181 ATTN: Jean-Francois, Manager

RE: Customer Service File # S1093181 Cher Monsieur, I spent the past hour on the phone with a Customer Service person (Nadim) and argumentative assistant Manager (Ian Selvarajah). No more accusations from your staff. My demands are exquisitely simple; I expect: A - a profuse apology for the rude accusatory tone Ian took with me today; -AND- B - shipment of my order this week at no charge, -OR- a full refund of my order and the two IKEA gift cards I currently hold. That is all. Full details of the mishandling of the entire transaction by Ikea and the rudeness of your staff are given below. I look forward to a favorable response tomorrow (Dec. 30/03) at either 416-269-5161 before 1pm or 778-883-0334 thereafter. Failing this I will refer the matter to my lawyer. Sincerely, XXXX

===================

TRANSACTION HISTORY NOV27/03 - placed e-order on www.ikea.ca NOV28/03 - received e-mail order confirmation (in-line below) up to DEC17/03 - no order, delivery notices, phonecalls or messages ever received from Ikea

- set up internet access at shipping address; contacted Ikea (per link in e-mail confirmation), but received no reply DEC18/03 - searched Ikea website for a phone # to track my order; finally found a number at: http://www.ikea.ca/ms/en_CA/customer_service/how_to_e-shop/terms.html DEC19/03 - I called 1-800-661-9807 (NB: phone calls can be verified with phone records)

- a female rep (name unknown) confirmed order could be shipped by Dec24/03 with her manager's approval and Visa card confirmation;

- Rep called YYYY cardholder YYYYYYYY at YYYYYYYYYY, confirmed credit card info (e-mail to confirm this below)

- Rep called me back at XXXXXXXXXX from phone # 514-905-0500 at 10:43am; stated her manager confirmed & guaranteed shipment would arrive to me on Dec24/03; gave me order confirmation # 197677800, and apologized for inconvenience DEC24/03 - stayed home all day Christmas Eve; no delivery, notice or phonecall from Ikea; called 1-800-661-9807 at 3:11pm, but lines already closed for the holidays DEC29/03 - sent message to Customer Service link again with no reply

- called 1-800-661-9807 demanding free shipment of my order, or refund of the order and my Ikea gift cards

- Nadim (rep) and Ian Selvarajah (asst mgr?) LECTURED ME an hour that:

a) anyone can call up pretending delivery was guaranteed on Dec24/03;

b) I should have taken more responsibility for my order;

c) I should gotten the rep/manager name (not the order #) who confirmed delivery; and

d) without me giving the rep/manager name, Ikea is not legally bound to their verbal agreement to deliver by Dec24/03.

- in response to their false claim (d), I asked both Ian and Nadim repeatedly for the names of the Rep and/or the manager that spoke to me Dec19/03

- they lied again, claiming they have no way to find out this information

- after an hour of argument & ridicule, Ian finally at 4:23pm provided me your name & e-mail along with his as the only managers on duty Dec19/03 morning

- this e-mail is composed & sent an hour later

-----------------------------------------------

YYYY wrote:

-----------------------------------------------

From YYYY Fri Dec 19 07:57:38 2003

Received: from 66.218.93.9 (HELO web41010.mail.yahoo.com) (66.218.93.9) by mta431.mail.yahoo.com with SMTP; Fri, 19 Dec 2003 07:57:38 -0800

Message-ID:

Received: from [64.230.146.245] by web41010.mail.yahoo.com via HTTP; Fri, 19 Dec 2003 07:57:38 PST

Date: Fri, 19 Dec 2003 07:57:38 -0800 (PST)

From: YYYY

Subject: IKEA

To: XXXX Hi, Hon.

I just got a call from Ikea and I was wondering if this was an old order or a new one. If it was an old one, what happened? Did they forget to fill it or something stupid like that? Got to Renfrew safely (obviously). I'm going to a party tonight with Dad, so I'm not sure I'll be home tomorrow if you call. I'll be gone around 5:00 tonight. Just a quick note... I'm going out to do some grocery shopping with mom soon. Hope you're well. Miss you. Love, YYYY

-----------------------------------------------

Email User wrote:

-----------------------------------------------

From Email User Fri Nov 28 18:35:09 2003

Received: from 192.71.68.111 (HELO salo.ikea.com) (192.71.68.111) by mta251.mail.scd.yahoo.com with SMTP; Fri, 28 Nov 2003 18:35:11 -0800

Received: From catalina ([192.168.35.2]) by salo.ikea.com (WebShield SMTP v4.5 MR1a); id 1070073326468; Sat, 29 Nov 2003 03:35:26 +0100

Message-ID:

Date: Sat, 29 Nov 2003 03:35:09 +0100 (CET)

From: Email User

To: XXXX

Subject: Your IKEA order confirmation Thank you for your order XXXX. We have just received the following order (EOI1255887CA) through IKEA.ca. This order is currently being processed. Your order information appears below. Due to a high volume of orders, we will call you within 48 hours to confirm your order with the details about your delivery and total cost. For information about the shipping fees, please copy and paste this link into your browser: http://www.ikea.ca/ms/en_CA/popup/shipping_method.html IMPORTANT: Your credit card will not be charged until you receive complete information about the shipping fees and taxes from one of our representatives.

If you need to get in touch with us about your order, go to Customer Service on www.ikea.ca and click 'Contact Us.' The item(s) you ordered: Product Name: GRUNDTAL

Article # 60022787

Quantity: 1

Price: $9.99

--------------------------------------------------- Product Name: GRUNDTAL

stainless steel

7 cm

Article # 70011397

Quantity: 1

Price: $1.99

--------------------------------------------------- Product Name: GRUNDTAL

Article # 90022781

Quantity: 1

Price: $19.99

--------------------------------------------------- Product Name: GRUNDTAL

stainless steel

80 cm

Article # 00011428

Quantity: 1

Price: $29.99

--------------------------------------------------- Product Name: GRUNDTAL

Article # 30049279

Quantity: 1

Price: $19.99

--------------------------------------------------- The order will be shipped to:

XXXXXXXXXX

Scarborough Ontario

Canada

--------------------------------------------------- Payment method:

Type: VISA

Last 4 digits: XXXX

Expiration Date: XX/XXXX

---------------------------------------------------

--------------------------------------------------- Total for this order (before tax and shipping): $81.95

--------------------------------------------------- Thank you for shopping at IKEA.ca! ---- 04-06-10 22.51 ---- Sent to -------------------------------------

-> XXXX

Suki

&#160 Click this link to e-mail the above consumer: //