IKEA

Round Rock location complaint. Flekke bed advertised as $299.99 valid from 2/20/23 - 8/31/2023. We go to the store when there are 17 in stock. Rude girl in Aisle 20 customer service tells us store manager is "not doing that." I have a photo of the yellow discount sign. Someone at Ikea Round Rock owes us an apology and $100 ($399.99 reg. price) for this bed purchase. I don't care if it's a gift card, you advertise a price you should honor it. I would recommend the black girl with glasses in your customer service be retrained. You cannot be rude to customers.

In reference to:

Order # [protected]
SAMS Return ID # [protected]

I bought a couch yesterday (8/8/21), in store (Round Rock, Texas location). This was an ~$800 order for a Finnala couch. This type of order was picked by the employees, and the associate (Susan M. @ Information desk in warehouse area) I spoke to at the information desk printed out an order form for me to pay at the registers for. She advised me that I would get a text message when it was ready to be picked up, and that since it was Sunday it could take some time. I paid for the order up front, at 11:00 AM.

I went through the store to grab some additional marketplace items, and had not received the text message that the order was ready to pick up. I waited in my car for some time, about an hour, and still hadn't received it. I decided to drive home because I had been waiting for so long. Around 3 PM, 4 hours after I paid, I called the customer service phone number to see if my order was ready. I spoke with someone, and she advised me that my order was not ready, but that I would receive a text message when it was (this was on your recorded line, so this can be verified). I waited all day yesterday, but never received a text.

Today (8/9/21 @ 11:00 AM) I came into the store in person because I didn't want to wait on the phone for an available customer support agent. I was told by the "Furniture pickup desk" associate that the order would need to be repicked and my items would be given to me due to the store's mistake in telling me I should have received a text message. She also mentioned how they normally don't send texts when pickup is ready.

I was sent to another associate (Zach @ Return/customer service desk) at the returns section, who the furniture pickup associate said would handle getting the items picked. Then he advised me that some of the items were now out of stock, and that my paid for items were only held for the day yesterday, implying that between 10 am - 11 am today someone had bought those pieces. He said that I may be able to pick up all of the in stock pieces, and then have the remaining pieces shipped to my home so I didn't have to drive all the way back for a 3rd time.

He spoke with someone on the phone, and then advised me that he was unable to do that, and in fact none of the order could be picked up at all today. Instead my option was to wait until an unknown date for the items to be back in stock. I asked if I would receive any sort of discount due to the store having made a mistake, and me spending hours of my time between driving and phone calls, along with gas. He said he could not, so I asked to speak with a manager.

The manager I spoke to was named Julie, and is a customer service manager. From my first interaction with her she rudely walked up and said "yes?". I then explained the story, and asked if there was anything they could do to compensate me for my time wasted and because I had to wait for my furniture. Compensation meaning a discount on the product I ordered.

She said there was nothing that she could do to help me, and in sinuated it was my fault that the issue happened because "we don't send text messages for in store purchases". The insinuation of the fault being mine was expressed when she responded "There was no mistake made", to me explaining multiple employees made a mistake. I explained that the associate both in store and on the phone yesterday told me otherwise, but she did not care. She repeatedly told me that they don't do that, implying the error was mine. She was incredibly rude and dismissive the whole time, and it upset me that the store made a mistake and I was the one being blamed and forced to wait without any form of apology or compensation for all my time, gas, and money wasted in the form of a discount.

The experience was so unpleasant that I decided to return the entire order until I could speak with someone else to address the issue. Since the customer service manager was so unhelpful, and rude.

Apologies for the long complaint, I just haven't ever dealt with anything like that from IKEA and I have been a long time customer (IKEA Family member since 2016).

I would ideally like to purchase the original item I intended to, the Finnala sofa. However, I don't feel that it is fair to me to expect the initially agreed upon price $794.56 if I were to purchase the same item, seeing as 4-6 hours of my time has been spent on this issue. I am okay with taking my business elsewhere in the future, but I'd prefer to stay an IKEA customer. Thank you.