Are you thinking about using IKEA’s approved kitchen installers to install your new kitchen?
We did, and really wish that we hadn’t…
Our kitchen was fitted in Jan 2017.
We made a formal complaint by letter in April 2017.
It then took a further 5 months before some of the fixes were made by a new kitchen fitter.
We requested a new fitter because the relationship with the original fitters had broken down.
The new fitters were unable to remedy all issues.
More than 18 months after install, in Oct 2018, we were contacted again by the original fitter who offered to fix any outstanding issues.
We were planning to move home soon, so we decided it was better to live with the remaining issues rather than risk them making more mistakes and damage to our home.
Despite regular complaints to IKEA and their approved installers PMH Installations Ltd, for many months after installation we were left with the following issues:(Open items for more details)
IKEA promotes their installation service as being “time saving”, “worry-free” and to “the highest industry standards”.
Well that’s certainly not true in our case.
“… it’s a very good idea to have an inspection with Ikea present …
The ideal time for me would be after 3pm on Tues 23rd May, as I’m already planning to be off work that afternoon. If that’s not possible then please suggest a few other times in that week over email and I’ll get back to you … “
After 11 days we asked again…
“It's now past 3pm 23rd May and it’s been 11 days without a written response from you, so I don’t expect you will come over today.
Please let me know in writing what date you will come over so I can book the time off work.”
“Please inform us of dates that you’re available for an inspection to take place in the near future so we can organise our diary accordkingly.”
“Come over any weekday, during any week. But please do this as early as possible.
An evening appointment after 6.30pm is ideal, so I wouldn't have to take any unpaid leave. If that isn't possible then please come over after 2.30pm so I only need to take the afternoon off.”
We waited 34 days for a reply…
IKEA have contacted me as they request to book a final inspection with them present. Please can you book in to survey. They said whenever you and the customer can do they will meet.
Then, shortly after…
“Good Afternoon Stuart,
Stan is looking to book for survey on the 21-7-17 anytime before 3pm please?
He can hold till Monday and could you please message back to confirm.
A survey on 21st July is over 10 weeks after our request on 12th May.
Before sending a formal complaint, we sent 4 emails, 1 voicemail and 1 text to the kitchen installers asking for an update on progress.
No response was received until more than 6 weeks later.
“During the delivery it is imperative that you have with you your itemised IKEA receipt for the goods you paid for, counting and ticking off all parts, appliances and accessories as you receive them, identifying them by their 8-digit article number on the outer packaging (e.g. 502.056.31). Failing to do so regularly leads to items either being left on the van or not discovered as missing until later in the installation and invariably causes delays and possibly unnecessary expense.”We were surprised to find that items were “regularly left on the van” and to find that the customer was responsible for checking the accuracy for the delivery!
Not directly related to ordered items, but annoying nonetheless: