ᐅ From what point do you need to have as much knowledge as an IKEA employee?
Created on: 23 Nov 2011 13:39
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togofrau
A few weeks ago, we bought a dining table from IKEA and considered ourselves satisfied IKEA customers, as we had purchased many items there before and, apart from minor issues that were not worth mentioning, had no complaints. However, after assembling the table, we noticed that the frame’s color did not match the tabletop. Oh no,... someone must have placed package number 2 in the wrong spot, and we didn’t notice it when picking it up. Well, we thought, no problem, we’ll exchange it. But unfortunately, not with the customer service staff in Oldenburg. They told me that I should have checked the item numbers, which we had not done due to lack of information. Of course, we read everything displayed on the shelf, but it only said: “Please take 2 packages!” Next to that, on an adjacent shelf where only single packages were stored, there was a small sticker advising to compare the item numbers (I checked again today to see if that sticker was actually there and took a photo of the situation). Unfortunately, we did not look there, only at the place where the goods we wanted were stored. Also, at the checkout, no one informed us that if taking 2 packages, we should compare the item numbers. So we left the store clueless, but after my unsuccessful exchange attempt, I have learned a lot. It’s unbelievable that I have now made two pointless trips to IKEA Oldenburg and was made to feel it was my own fault because I wasn’t competent enough to understand the IKEA system right away. And if no matching “pair” is found, then it’s just bad luck. I will have this reviewed thoroughly to decide whether I need to accept this. I’m curious if anyone thinks I’m unfairly disappointed. Oh, and the table in question is a Bjursta dining table.
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Nayla_106825 Nov 2011 18:43A really unfortunate situation!
What was the colleague at the counter even thinking?! Of course, it would have been right to point out the signs on the shelf, but simply dismissing the customer afterward is just rude.
Maverick hit the nail on the head. This simply shouldn’t happen.
To give some credit to the customer service staff: they usually try to help the customer, but, of course, also point out any mistakes. That was done—no more, no less. Sometimes a wrong package is mistakenly placed on the shelf and accidentally taken; we’re all only human. This should be resolved straightforwardly by exchanging the item, and that’s it. I can only imagine that maybe a new employee was “let loose on the public too early,” felt overwhelmed by the situation, and no experienced colleagues nearby to assist. Although that is no excuse either. 😕
Although I’m not part of the Oldenburg house, I still want to apologize for this behavior. Really just embarrassing... 😕
NfU
Na.
What was the colleague at the counter even thinking?! Of course, it would have been right to point out the signs on the shelf, but simply dismissing the customer afterward is just rude.
Maverick hit the nail on the head. This simply shouldn’t happen.
To give some credit to the customer service staff: they usually try to help the customer, but, of course, also point out any mistakes. That was done—no more, no less. Sometimes a wrong package is mistakenly placed on the shelf and accidentally taken; we’re all only human. This should be resolved straightforwardly by exchanging the item, and that’s it. I can only imagine that maybe a new employee was “let loose on the public too early,” felt overwhelmed by the situation, and no experienced colleagues nearby to assist. Although that is no excuse either. 😕
Although I’m not part of the Oldenburg house, I still want to apologize for this behavior. Really just embarrassing... 😕
NfU
Na.
Now I want to share how it ended!
Three days later, the "wrong combination" was found in the system. I visited the location, where I was treated very kindly. I was able to exchange this table and received compensation for travel costs for two trips. This means the amount will be credited to me in the next few days.
Once again, a satisfied IKEA fan!
Many thanks for the moral support, and have a great week here!
Three days later, the "wrong combination" was found in the system. I visited the location, where I was treated very kindly. I was able to exchange this table and received compensation for travel costs for two trips. This means the amount will be credited to me in the next few days.
Once again, a satisfied IKEA fan!
Many thanks for the moral support, and have a great week here!
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aufbauerin7 Dec 2011 12:31After the initial back and forth, a very good solution was reached. It's quite surprising that they even covered your fuel costs. That’s what you call good service.
That is really very unusual. I once bought a sofa at IKEA, and for some reason, only one cushion instead of two was in the bag. I only noticed this a week later at home (because the items were delivered). I then went to IKEA, and they gave me the cushion without any questions. I showed the receipt, and that was it. They are usually very accommodating...
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IKEA-Experte7 Dec 2011 18:08The level of service also depends greatly on the individual house. At IKEA Frankfurt, my experience has generally been less satisfactory. Additionally, the bargain corner there sometimes offers items that are more suited for disposal.
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IKEA-Profi7 Dec 2011 18:42They also sometimes offer items in the clearance section that really belong in the trash.That’s the problem when you try to make money out of nonsense.
You pay less in the clearance section, and nobody is forcing you to buy anything.
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