Marlboro (CBS)-When Linda Finley of Marlboro ordered new kitchen cabinets from IKEA in August, she hoped to install them in time to prepare for Thanksgiving dinner. Instead, she made do with the makeshift cabinets in plastic buckets, and then ran to the bathroom sink to fetch water.
"This is terrible," she said.
After the people at IKEA designed a new layout and all the new cabinets for her mobile home, Finlay demolished her kitchen.
"They had to come out three or four times to remeasure," she explained.
After the plan was finalized, she paid IKEA US$4,000 for this work. But when will she finally be able to install cabinets on her bare walls?
"One of the installers said no, we don't do mobile homes. Are you kidding me?" she said.
After calling IKEA a few times, Finlay decided she needed to return the cabinet, but this was not smooth.
"They will call and tell me, okay, we will get it, and then they will send a message saying that we can't come today." She said.
Tired of living without a kitchen for three months, she reached out to I-Team's call for action. "I saw a lot of people getting help on Channel 4," she told WBZ-TV.
After I-Team contacted IKEA, IKEA apologized and told us:
Maintaining a high-quality customer experience from start to finish is IKEA's top priority. We are sorry for Linda Finlay’s order. We know that our customers rely on their homes—and everything in them—more than ever. We are committed to creating solutions for our customers and creating a better daily life for many people. This is why our customer service team is actively handling this case and prioritizing the problem she faced. This time we want to do it well. The customer service team directly contacted Linda to resolve the issue.
IKEA sent a truck to pick up the cabinets and refunded Linda $4,000.
Installation area for Linda Finlay cabinets. (WBZ-TV)
She now uses the money to buy a new cabinet. When finished, she plans to delve into her favorite Thanksgiving recipe, even if it’s a bit late for the holidays.
"I really appreciate you, I really appreciate it," she said.
If you would like to call I-Team’s call for action to pay attention to consumer issues, please send an email to wbzcallforaction@cbs.com.