The last publication of the @Ikeachile account is from August 25 and in it the store, which opened its doors in Chile on the 10th of that month, apologizes to customers for possible inconveniences and delays in shipments.
“The interest generated by our arrival in Chile exceeded expectations and we want to assure you that we are learning and working with all our energy to strengthen the processes. Tack!”, wrote the company in the post that has already accumulated more than 2,000 comments, the vast majority claiming problems in the service.
From August to date, Sernac has registered 269 complaints once morest Ikea and from the service they point out that they have already officiated the company. In social networks such as LinkedIn, the publication of messages with complaints from dissatisfied customers who receive hundreds of similar comments has been growing.
The allegations mainly point to problems in the dispatch system: delivery times are not met (there are those who accuse up to 2 months without receiving their order), the products received do not match the purchase or there is a lack of stock.
Malfunctions related to technological support are also reported: the dispatch tracking platform is not operational or at the time of making the online purchase there are failures in the payment system.
The response from a telephone company executive is that it is convenient to make purchases online during night hours because during the day the site experiences problems due to high traffic.
More than two months have passed since the opening of the store, which also prepared its installation in our country for two years at the hands of Falabella.
When consulted by DF MAS, from Ikea they respond: “Launching a brand in a new market is always a challenging process, which requires testing capabilities, collecting learning and constantly improving processes. The beginning of our operation in Chile has not been the exception. During this time, our priority has been to solve the inconveniences that have arisen as quickly as possible, which represent a very small percentage of the total number of transactions carried out. We have multiplied the capacities in the logistics operation throughout continental Chile, since we have also seen a high interest in our products in regions.”
This week the Swedish company also made news worldwide following Jon Abrahamsson Ring, CEO of the Inter Ikea Group, pointed out that unfortunately the store had had to raise its prices, breaking with its stability policy, due to inflation and the rise in raw material costs.
