Wow, where to start with my utter disdain and disappointment with my recent experience ordering from IKEA? Despite attempts to dissuade me from putting in a formal complaint from their customer service team (who helpfully sent me the same copied and pasted excuse twice, 'you can write to us if you like, however the correspondance team are party of the same contact centre.') and no clear formalised complaints procedure (for a large company as this, that alone is wild), I'm hoping this will help others avoid them like a rash because this whole debacle has been a shambles. I ordered two FJALLBO units on the 29th January for a total of £243. I've ordered plenty of items from IKEA before, including during lockdown periods, and their products and service have been consistent and reliable. Our items arrived on the 2nd February, but unfortunately as we were putting them together, it became clear the TV unit was in fact a bookshelf, and we'd been sent the wrong item. Frustrating, but can't be helped, I reach out to the customer service team on social. They tell me they can't arrange a collection and delivery for another two weeks. By this point, it will have been 3 weeks since our order, and the collection is taking substantially longer than just ordering the item again, which is incredibly odd. I'm told bluntly there's no flex on this. Throughout this exchange, staff have provided copy and paste macro responses with little injection of emotion - I have to actually ask someone to even apologise, because no-one has even used the most basic of customer service phrases 'I'm sorry about this', making the whole exchange all the more frustrating. I'm then told, as above, that complaining will take me to the same department anyway, effectively dissuading me from putting in a complaint. I grumble about the huge, heavy unit I'm keeping in my narrow hallway of my small flat for two weeks but what can I do? I've been given no other options. The day rolls around and the day before the delivery comes, I've received texts confirming the time slot for delivery and collection. But then I get a curious email from IKEA confirming my refund, for what and why, the email doesn't say. The following day I get a response to my twitter message, today, the day of delivery/collection, telling me that the item has been returned by DPD and they've refunded me. Why has it been returned? Why can a delivery not be rearranged? Why am I finding this out now, after having to contact customer services again, without actually directly being told by IKEA? Who knows, because I haven't been given those answers yet. IKEA customer service seems consistently disinterested in giving explanations, only vague answers for all of their ongoing issues (a quick glance at their @'s shows how bad they've got over the recent months with other customers sharing their frustration). So here I am, almost a month later, down a TV unit with no idea why, stuck with a hefty box I don't want. This whole thing has been a nightmare, made substantially worse by the complete disinterest by the customer service team to actually resolve any issues - I don't expect someone to move mountains, I expect someone to offer reasonable solutions and apologies. As it stands, I won't be shopping with IKEA again, which is a shame as not only is most of my home furniture IKEA, but I've previously had such positive experiences with the brand. I'm far from letting one bad experience dissuade me, but time and time again in this instance IKEA has made it clear it doesn't care for providing a good experience to customers, nor clear communication about their orders. It's clear their customer service and quality has shot down the drain in recent months, so if you're ordering online I'd suggest avoid, avoid, avoid.