IKEA works with non-professional transporters in Turkey. I received a message stating that the furniture I purchased from the IKEA Bayrampaşa store in Turkey would be delivered on October 3, 2023, between 15:00-18:00. Upon receiving this message, I took leave from work and started waiting for the furniture at home in the afternoon. No one contacted me to inform me about any delay. The truck carrying the items arrived at the entrance of the site around 19:00. There is approximately a 100-meter distance between the block where our apartment is located and the nearest point where vehicles can access the site. The unprofessionalism and lack of courtesy from the moving personnel are not what I would expect from a professional company like IKEA one of them said "The load-carrying cart (similar to the four-wheeled shopping carts found in stores) doesn't work well on this path and we cannot carry items with bare hands" I'm sharing pictures of the pathway, and it's a typical cobblestone pedestrian path where he claimed the cart cannot be used. They referred to a distance that is not even a total of 1 minute away, approximately 100 meters I'll also share pictures of the pathway. I'll also share pictures of the items in the car: a small IKEA TV unit, and a three-seater sofa. When I asked them to give it a try, they pretended as if it was struggling to move at the same spot, like a child playing tricks. I pushed that load-carrying cart with ease for about 20 meters using just one hand, and the cart was perfectly fine on the path. I'm not exaggerating when I say I endured this nonsense for a full 45 minutes. I even started to suspect they might be withholding my belongings to extort a bribe. In the end, I didn't give them a bribe, but they left without delivering my furniture. I've reported the situation to IKEA customer service, but I still don't know what will happen. I'm still waiting for a resolution.
We expect the same level of professionalism from IKEA Turkey as upheld worldwide by IKEA. IKEA collaborates with non-professional transporters, and there is a significant management issue within customer service. The call center employees in Turkey are very rude and incapable of providing solutions. I contacted IKEA customer service on October 5, 2023, at 11:37 a.m. regarding the issue I mentioned in my previous complaint. The customer representative, a woman (whose name she did not provide, but it should be in the records), responded rudely and in a commanding manner. She said, "Your furniture is heavy, and the distance to transport is long; you should have informed us," and once again, she stated in a rude manner that, despite the fact that the delivery wasn't completed (which was not my fault), I would have to pay the transportation fee again. This response was inappropriate, as I was not expected to determine whether the furniture was heavy or what distance was considered long. IKEA does not provide consumers with any prior information on these matters.
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