WARNING! Do not shop at IKEA online! On the 28th July we made the terrible mistake of ordering a sofa bed from IKEA, due to its size we ordered the bed for delivery paying £35 on top of the cost of the sofa. The earliest delivery date was Sunday 6th August. We received confirmation via email and text of the delivery date. On Friday 4th August we received a text confirming the delivery window of between 1pm and 5pm. IKEA stated the delivery driver will call 1hour before they are due to arrive. Sunday 6th August came and the hours passed with no word from IKEA. At 16:24 I phoned IKEA Customer Services to find out what was happening. I was told by the agent that the delivery was delayed, no apology, no notification that there was a delay. The tracking link provided was totally useless (see picture). I waited and waited as the hours ticked by, at 19:28 I tried calling IKEA Customer Services again. After 3 attempts I got through to IKEA who informed me that the delivery had failed. IKEA would contact me soon to arrange delivery on another date and I would be refunded the £35 delivery charge. Monday came and went, no calls, texts or emails from IKEA, then Tuesday and Wednesday the same. Finally on Thursday at 11:48 I had a missed call from IKEA. I phoned them back and explained the situation again to another agent. The agent said she would put me through to the Delivery team. After about 7minutes on hold the call disconnected and I was put through to the survey that follows each call. I phoned back again. Finally I talked to a helpful customer service agent called Reena. I explained the situation and she apologised and said she would sort it out and phone me back, she also informed me that she would provide a £35 gift card compensation (which was the most she could offer) as well as the delivery charge refund and she would open a case at IKEA. She arranged delivery for Friday 11th August and she said I would receive the usual notifications of a delivery window etc. She also confirmed the drivers would deliver into the flat (I have seen from the numerous complaints about IKEA online that at least one driver refused to deliver upstairs despite IKEA stating they deliver to the room of your choice...). I thanked Reena the first person to apologise and to actually try to help and waited for the delivery confirmations. I received a confirmation text and email that the delivery would be on Friday but nothing about the window. I waited and waited and waited. At 20:16 I phoned IKEA Customer Services again to find out the delivery window. Apparently they didn't know it was being routed and I should phone back before 10pm, no apology. I phoned back at 21:26 and was informed the delivery window was 7am-11am, no idea why I hadn't been sent the text confirming this, no apology. On Friday 11th August, I left my phone on loud, woke up early and I got up for work, no phone calls so delivery wouldn't be at 7am. Unfortunately I wasn't well so didn't go to work but I stayed up for the delivery. I waited and waited, no calls, texts or emails. At 10:13 I phoned IKEA again, explained the situation again. This time I was told the order was being routed and would be delivered in the afternoon, no time slot, no apology and apparently the morning slot wasn't listed. I waited until 12:57 and phoned IKEA again. This time the agent stated it was scheduled for delivery in the morning but was delayed and would be delivered between 3pm-4pm and we would receive a call an hour before, again no apology. We waited, no phone call. At 15:02 we phoned again and were told the delivery would not be between 3pm-4pm and they would only ever provide a 4hour window. They said the Hub would contact us in 15-20mins. At 15:34 we phoned again and spoke to an agent who complained that we had been phoning a lot. She said the delivery would happen and the delivery team would phone later. We pointed out the situation and the reason for our persistence and anger. She said she could only apologise. Only the second customer service agent to offer any kind of apology. Eventually at 16:48 I received a call from a mobile number from a guy at IKEA. First he stated he would be delivering the item himself. Secondly he said he was at the warehouse looking at the boxes which were damaged. He asked if he could remove the items from the boxes, check them and deliver not in the cardboard. He said he would load them onto the van and arrive in 1hr-1hr30mins. I received a call at 18:03 to say he was outside. The driver and his co-driver, delivered the items to the flat and asked for the paperwork to be signed, again no apology. So finally 5 days late, lots of phone calls included probably at least an hour on hold and constantly providing the same information to each agent, lots of agents never the same agent twice, 2 drivers and a lot of stress later, the item was finally delivered. No mention of apologies, no mention of compensation or delivery charge refund which we will be following up. We will be submitting a complaint to IKEA with all the details. Laughably we received a delivery survey via text, you can imagine our response to that. My advice to anyone considering ordering anything from IKEA online for delivery. DON'T!!! If you check online you will see this isn't a new problem, there are probably hundreds of complaints going back years. IKEA do not provide customer service, they don't care, the delivery has been nothing but a huge amount of stress. As I said if you take nothing else away from this: Do not buy from IKEA online! It is not worth it. It would be better to pay more or go to a shop and collect it but do not use IKEA online with delivery.