IKEA - Reclamação sem resposta aceitável

Dear IKEA - I'm in the middle of a very painful process 7030679. I get so many requests to answer surveys I no longer keep traction of each situation. This is an ongoing nightmare. I have already formalised a complaint via Livro de Reclamações online to which I got a template as response (you appreciate my feedback but you do not mention anything about the bad work delivered by the person who came here to verify measurements before ordering or acknowledge anything related to the costs I incurred). This person, against all our feedback, asked us to build a wall to proceed with the OK to order the kitchen. This person was unpolite, unable to listen to our arguments and very dissatisfied when asked about some of the details. I now regret that I signed the papers and did not present a formal complaint by then. Two days after, when I went to IKEA to order the kitchen, your employee Gloria F was unsure about the notes so she contacted the person who verified, on a Sunday evening, to make sure the notes were correct. Again, I regret to not have stopped the process right there and ask for a review. I thought I was dealing with professionals and things would happen smoothly, you were even verifying on the phone. I was so wrong... When the assembling team came, they realised the requested wall was not needed, in fact it prevented them to assemble the kitchen, the wall had to be removed and I had to reschedule another visit. All of this implied time and costs that I expect IKEA to assume. That is why I submitted the formal complaint ROR00000000044600526. As also explained in another complaint related to the ordering process ROR00000000044600552 this is an ongoing nightmare. Each time I interact with your contact centre something is wrong, the information doesn't flow and I'm told there is no complaint management team to interact with me. I'm also informed that Serviço de Apoio ao Cliente cannot handle complaints. Surprisingly, the response I got related to my formal complaints were sent by Serviço de Apoio ao Cliente. This makes no sense at all and I'm already complaining to all available entities in Portugal and sending a formal complaint to The Netherlands headquarter and Swedish Call Centre. One, and only one, positive thing: the second team who came to assemble the kitchen - César Morais (Wanderson) and Gabriel Rodrigues, first comment was "this is a MESS but lets discuss, THINK and restart". I believe they were the only ones who mentioned "THINKING" before proceeding. They reviewed everything with me, corrected mistakes, took notes and truly behaved like professionals. I was ready to return everything and buy a kitchen somewhere else if it wasn't for their posture and professionalism that saturday. I hope one day IKEA really reads my feedback and reverts back to me with a response that makes sense. Until then, I will just continue to share my experience with everyone who asks me about my kitchen renovation. Thank you

At least someone came back from CICAP (Reclamação - proc 1681/2022). IKEA is silent as a mouse...

O IKEA tem vindo a tratar de resolver os problemas aos poucos (várias visitas que nunca são definitivas) mas continuo sem qualquer tipo de resposta aceitável quanto a custos incorridos por causa da parede e por todos os atrasos sofridos na obra, estamos a chegar ao final do ano e uma cozinha programada para Julho/Agosto continua inoperacional. Obrigada

A cozinha finalmente está terminada mas o IKEA continua sem assumir os erros cometidos que levaram a um atraso de 3 meses na obra e custos por erros cometidos pelo próprio IKEA. Aproveito para dizer que, além de todos os problemas com a assemblagem da cozinha, a qualidade dos materiais decresceu e muito nos últimos meses! Não recomendo que façam cozinhas IKEA porque no final o custo é muito mais alto do que recorrer a um carpinteiro que faça à medida!