In today's world, no company can afford to fail their customers. Especially if the failings are systematic. Major shortcomings will come to the surface and particularly bad stories will spread virally across social media channels.
I believe that IKEA's customer service is systematically failing. Instead of writing a traditional post about it I thought I write it as an open letter to IKEA’s CEO, and I would invite anyone to share it and comment on it. Let me know your thought on IKEA, their customer service and the topic in general.
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Dear Peter Agnefjäll,
As the relatively newly appointed CEO of the IKEA Group, I would like to share with you some experiences I have had with your company, and I am sorry to say they are not great.
I hope you don’t mind me calling you Peter, but your surname is driving my spell-checker crazy. So Peter, it all stared a few months back when I ordered the white BIRKELAND bed for my 8-year old daughter.
At first, everything seemed to work well. I placed an online order and the bed arrived on the specified delivery date. Or so I thought.
The day after I took delivery of the boxes I received a call from the delivery company saying that they failed to deliver one part of the bed and would deliver the missing piece in two days time. Peter, do you know how annoying it is when a company can’t give you a time for a delivery? It was bad once, but now I had to experience this again. On that day I waited, and waited and the delivery company never turned up.
They apologized and promised to deliver the next day, but again couldn’t give me a time. The next day the deliver came and I thought that would be the end. I hired a decorator to decorate my daughter’s room, which included putting up the new bed. I then get a call from the decorator explaining to me that he is having difficulties assembling the bed, and that there seem to be parts that don’t belong to the bed.
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