Lismore IKEA's poor customer service leaves woman fuming
IKEA Australia have yet to respond to questions about why a customer had more than $1000 of heavy flat pack furniture dumped outside her home.
The day after Aimee Parr and her partner had moved to Lismore from Sydney, Ms Parr was planning on picking up $1500 of furniture from IKEA's Lismore depot to fit out the couple's new home.
When she arrived at the depot, she quickly worked out that she would need two trips to transport the heavy boxes.
That shouldn't have been a problem, because she only lived 3km away.
But Ms Parr said the staff at the depot refused to let her pick up the goods in two trips, because the boxes didn't have her name on them, and once separated they "might lose track” of them.
Instead, she said the staff at the depot offered her a solution - to drop the goods off at her home for $50.
Ms Parr said the price seemed expensive given she lived so close but "I had no choice”, so forked out the money, in cash.
A few hours later, the delivery turned up. But instead of being brought into the raised home, they were left on a pallet on the footpath.
It wasn't exactly the level of service Ms Parr was expecting given she had just handed over $50.
"I have had deliveries from Amart, Fantastic Furniture, and Appliances Online, all of whom took the goods upstairs for me and helped me unpack,” she said.
"The delivery from Appliances Online was free. They offer free deliveries and they also take away old appliances. So they delivered a washing machine and fridge and took both up the stairs into the house. It was very difficult for them because unlike the IKEA stuff you can't take it up a package at a time.
"Fantastic Furniture delivered a mattress and five piece dining set, brought it upstairs and inside in the room I wanted for $65.”
"I ordered a couch from Amart and they delivered from Ballina, took it into the house which was a difficult task carrying that up the stairs. They also put the couch together for me because I couldn't do it by myself. That delivery cost $80.”
"I also picked up an air conditioner from the Lismore Harvey Norman warehouse in late December. It wouldn't fit upright in my hatch because you can't tilt it.
"So the guys unpackaged it for me, then managed to get it in the car.
"And before that, they said I could take the internal unit and come back for the external unit with a ute or something. So they were willing to split packages.”
Ms Parr also explained that when she worked for Harvey Norman in Penrith in Sydney, they delivered as far away as Katoomba in the Blue Mountains for just $50.
The IKEA delivery, she concluded, was by far the most expensive because she had already paid $40 to deliver the goods from the IKEA store in Logan, plus another $50 in cash - which didn't even pay to get the stuff in the front door.
To make matters worse, when she complained she said a staff member was "no help, rude, and not apologetic”, and said they were doing her a "favour”.
She said she would appreciate an apology.
"I think the staff responsible at the Lismore collection point need to be reprimanded and IKEA should ensure this doesn't happen again,” Ms Parr said.
"The thing I was most worried about is I felt like I couldn't leave it because I was worried about someone stealing things or damaging it as they walked past on the footpath.”
In the end, she was forced to pick up her partner from work during his lunch break, and frantically help get the boxes in before he had to return to work.
If she had have been given the choice of picking up the load in two trips, she would have taken the light goods first and carried into the home, then picked up the heavy goods and kept in the car until her partner came home.
IKEA have not responded to an inquiry sent on Tuesday morning.