Ikea apologises after customer anger at delivery delays

Swedish retailer struggles to meet ‘unprecedented demand’ during pandemic for home furnishings

Customers took to Twitter to complain of delays in their orders, missing parts and inability to reach the Ikea helpline (EPA)

Swedish firm Ikea have apologised to customers after delays in deliveries due to increasing congestion at UK ports.

Angry consumers complained of severe delays to their orders, missing parts and some said they were unable to get through to the retailer’s helpline.

Ikea is the latest firm to suffer shortages in stock caused by surging demands for imports after countries opened up again following national coronavirus  coronavirus lockdowns.

More recently, Brexit stockpiling and the Christmas rush have put increasing strain on ports.

Ikea have said that this period of “unprecedented demand” has made orders for its flat-pack furniture harder to fulfil.

One customer on Twitter said: “Wondering what’s going on @IKEAUK @IKEAUKSupport ?? been trying to get some customer support for six weeks now!! No reply to emails, phone lines not operational, no response when following website contact forms.... utterly disgusted – I only need a spare fitting!!!”

Meanwhile, another said: “@IKEAUKSupport I have made an order with home  delivery set for 11.12.20. Since then I didn't receive any info, only payment confirmation. The delivery was due yesterday but didn't happen and our order tracking status: we are preparing you order. Please help.”

The delays follow a boom in sales for the Swedish company after many took to doing up their homes during lockdown, with Ikea struggling to meet this increased demand for home furnishings.

A spokesperson for the retailer said that its supply chain and product availability has been hit hard by the effects of the pandemic.

"These continue to be extraordinary times and we apologise unreservedly for the inconvenience caused to our customers," she said.

"We  fully understand their frustration and want to assure them that we are working intensively to resolve these challenges as soon as possible."

Delays in major container ports such as Felixstowe, Southampton and London Gateway are now being felt in a number of industries and retailers.

This week, the gridlocked ports around the UK began to disrupt supermarket food imports while other retailers have said they are struggling to get stock before Christmas, with toy stores, electrical goods shops and builders merchants all reporting shortages and delays.

Just last week, carmaker Honda had to pause all production in its Swindon plant due to a shortage of components.

The British Retail Consortium (BRC) and groups representing the UK’s ports, shipping and logistics sectors have appealed to the transport secretary, Grant Shapps, for help in the lead-up to Christmas.

Meanwhile, on Saturday, the British Ports Association said the congestion was now “cascading” beyond container ports with long queues of traffic outside lorry ports now commonplace. 

The association's chief executive, Richard Ballantyne, blamed delays on the “perfect storm of a global surge in container movements, the traditionally busy pre-Christmas period and people moving more goods before the UK’s Brexit transition ends".

"This is putting pressure on the logistics and storage sectors both in the UK and abroad," he added.