Our family has came across a dilemma, we bought a bed from Ikea, which was an ex display model. We were advised by the floor staff that the bed would be dismantled for us to go inside the house upon delivery.
Next day waiting, they came to our house with one person. Making my partner do the carrying too. The delivery person refused to bring in the bed and the frame was still fully assembled from store. Now i do understand this is a courier and not from the ikea brand but is it right for the staff to tell us one thing and not expect another.
Is this allowed? We called up and they told us to just look at instructions and buy our own tools which none were provided.
EDIT: the bed frame was intact
EDIT: The bed came in assembled
Since then we have contacted the IKEA customer service. First lady was not at all understanding at all and got very aggressive at my partner. I then recalled then in a calm matter and the lady I kid you not said "are you from the same person who called me before! Look up the website and look for the brochure and buy the tools!." So I told her I felt this wasn't fair as we were told differently so can I speak to the manager because I feel this is unfair on my part because tools weren't even included. This is when she retailiated really badly and she replied with, you should already know how to do it, fine, great.. I'll connect you then (all in a demeaning manner. Probably the most disappointing customer service I have ever came across.
Fast forward, I asked to talk to the supervisor who was a lot more helpful and patient. Was only willing to accept refund if I returned it myself even on these circumstances with my own expenses. I was disappointed at.the fact this was a company giant and was not able to resolve to any better solution but their supervisor was a lot more respectful to their customers.