Well your question is what went wrong, well so far nothing's even gone right! Where do I start let me see... in May of 2018 I ordered a stove and microwave online. Included the delivery charge. Did some checking online on IKEA site. I was reading how for a fee they will also remove your old stuff and take it. But I couldn't find online where add that to my order. So I started calling Ikea's number to be told all circuits are busy all circuits are busy continually. I finally got through was on hold for an hour and 45 minutes. Which is just so unbelievable and ridiculous, I wanted to know how I could add on to my order for them to pick up my old appliances. I was told you could only do that in the store and not online. The customer rep suggested if I wanted to cancel my order and then I could drive to the store closest to me which is an hour away. And I really wanted that service since I really had no other way to get rid of my old appliances. So that's what we did and she gave me a case number. She said it would be 7 to 14 business days till I received my refund. Which I have never had any refund Less Than 3 days return to me. And I could not purchase another one at the store until I receive my refund. So I waited the 14 quote business days. Still no refund. Try calling again all circuits busy all circuits busy etc etc. kept trying off and on the next several days. Finally I got through on hold for an hour and a half for the resolution Department, gave them the case number and they put me on hold for another 20 minutes. I was told that for some reason it was not log back in that it was did not get delivered. So I'm assuming now that it's being taken care of. Again I was told it would be 7 to 14 business days till I see my refund. Yes again I waited the 14 days and still no refund. We are now in the middle of July. So again I try to contact them and yes you guessed it all circuits busy! On July 20th 7 weeks into this, I call again and get through only a two-hour wait this time haha! And just for fun when the gal got on I asked her what's the longest she's heard of someone waiting, and she responded 3 hours unbelievable!!!! She checked on my case number again and said it had not been processed unbelievable!!!. And I was told again 7 to 14 business days.... I did ask her if there was a way since I have already waited 7 weeks to speed it up. No just the standard 7 to 14 business days. And yes I am now into August the 7 to 14 business days have come and gone. I'm on hold now for 2 hours and 7 minutes when I call this time. Gave the gal my case number put me on hold for 17 minutes. Came back that it didn't process till the 26th of July and didn't go out till the 30th of July. And again yes you guessed it 7 to 14 days business days from the 30th of July. Please if you have read through this, I wish I would have read all the reviews all about Ikea and how any company can stay in business with the poorest customer service rate I have ever seen in my 63 years of life. It's 2 months and 1 week now no refund. Please please please tell others so we could stop the frustration of trying to get a refund trying to get our things delivered, in the reviews of how much of their stuff breaks or is missing parts and then trying the frustration of getting them. I have to say I read reviews on their beds and decided not to get one. I went to Wayfair online ordered my bed it came on time there was nothing missing the product was amazingly made well. I hope I saved someone by not shopping at Ikea it's a joke!!!!!!!