T
tomtom_884511 Jun 2011 17:51Hello community,
after being a loyal IKEA customer for a very long time, I had a really bad experience today during my first complaint. It upset and frustrated me so much that I decided to forward my dissatisfaction to the IKEA service email.
Here is my message to IKEA... make up your own mind:
"Dear Sir or Madam,
With this letter, I would like to provide feedback regarding an experience I had at the Dortmund store during a complaint process.
Background information about the complaint
Since April 2010, I have owned a cabinet from the Besta series with the dimensions 60x40x128 cm (23.6x15.7x50.4 inches) (001.340.47). It was wall-mounted by me on a sand-lime brick wall using 8 mm (0.3 inches) plugs and appropriate screws according to the instructions. The items stored inside had a total weight of 28–29 kg (62–64 lbs).
Last week, I unfortunately discovered damage to the top panel of the carcass. Two of the four rear screws were pulled out of the particle board along with large parts of the board itself. The cabinet shifted down on the wall by about 10–15 cm (4–6 inches), held only by the front screws of the top panel. Fortunately, no one was injured and the contents of the cabinet were not damaged.
I disassembled the cabinet, removed the two doors (501.784.68), and brought the carcass to the Dortmund store for the complaint (date/time: 12.xx., xx.xx, service ticket # xxx) along with the receipt.
Experience with the complaint handling
The service employee asked me several questions about the installation. I was told that it would be necessary for an IKEA team to visit my home to determine the exact circumstances of the damage. I responded that I had no problem with an IKEA employee traveling the 25 km (15.5 miles) to Bochum, but I was convinced that the damaged carcass I brought in and the precise mounting details should be sufficient to resolve a damage claim of over 55 EUR.
Next, the employee asked me what exactly I had stored in the cabinet. When I explained that various items such as vases, photo books, etc. were kept there, I was told that this cabinet was only suitable for up to 128 DVDs (reference to a note in the computer system under the heading "Customer Benefit"). My question about whether videotapes could also be stored there was met with surprise. It took a few minutes of convincing on my part to explain that while a furniture load limit is certainly understandable, the type of items stored should be less relevant.
The service employee then informed me that I would receive a replacement top panel for this carcass. After I retrieved a replacement carcass from the shelf, I was asked to remove the top panel from my defective carcass. Then, the new top panel was handed to me from the box. I was kindly seen off by the service employee with a half-assembled carcass.
Personal conclusion
In 20 years as a loyal and devoted IKEA customer, I have spent roughly between 25,000 and 30,000 EUR in your stores. Your products have always met my expectations until now. Believe me, after all this time as an IKEA customer, I am very aware of what I can expect from a 55 EUR carcass.
After my first real complaint case, I am deeply disappointed by
a) the way the complaint was handled.
At times I felt more like a supplicant than a customer with a serious concern. Especially being left standing with a half-assembled carcass was by far the most humiliating customer experience I have ever had.
b) the outcome of the complaint.
Thank you for the replacement top panel, but a new replacement carcass would have been exactly the outcome I would expect from a customer-oriented furniture store.
Looking ahead to my future furniture purchases as a consumer, IKEA could certainly generate another 15,000 to 20,000 EUR in sales from me.
Unfortunately, I must inform you that I am ending my loyal customer relationship with you and will no longer buy any more furniture from you.
Kind regards"
Yours, Tomtom
after being a loyal IKEA customer for a very long time, I had a really bad experience today during my first complaint. It upset and frustrated me so much that I decided to forward my dissatisfaction to the IKEA service email.
Here is my message to IKEA... make up your own mind:
"Dear Sir or Madam,
With this letter, I would like to provide feedback regarding an experience I had at the Dortmund store during a complaint process.
Background information about the complaint
Since April 2010, I have owned a cabinet from the Besta series with the dimensions 60x40x128 cm (23.6x15.7x50.4 inches) (001.340.47). It was wall-mounted by me on a sand-lime brick wall using 8 mm (0.3 inches) plugs and appropriate screws according to the instructions. The items stored inside had a total weight of 28–29 kg (62–64 lbs).
Last week, I unfortunately discovered damage to the top panel of the carcass. Two of the four rear screws were pulled out of the particle board along with large parts of the board itself. The cabinet shifted down on the wall by about 10–15 cm (4–6 inches), held only by the front screws of the top panel. Fortunately, no one was injured and the contents of the cabinet were not damaged.
I disassembled the cabinet, removed the two doors (501.784.68), and brought the carcass to the Dortmund store for the complaint (date/time: 12.xx., xx.xx, service ticket # xxx) along with the receipt.
Experience with the complaint handling
The service employee asked me several questions about the installation. I was told that it would be necessary for an IKEA team to visit my home to determine the exact circumstances of the damage. I responded that I had no problem with an IKEA employee traveling the 25 km (15.5 miles) to Bochum, but I was convinced that the damaged carcass I brought in and the precise mounting details should be sufficient to resolve a damage claim of over 55 EUR.
Next, the employee asked me what exactly I had stored in the cabinet. When I explained that various items such as vases, photo books, etc. were kept there, I was told that this cabinet was only suitable for up to 128 DVDs (reference to a note in the computer system under the heading "Customer Benefit"). My question about whether videotapes could also be stored there was met with surprise. It took a few minutes of convincing on my part to explain that while a furniture load limit is certainly understandable, the type of items stored should be less relevant.
The service employee then informed me that I would receive a replacement top panel for this carcass. After I retrieved a replacement carcass from the shelf, I was asked to remove the top panel from my defective carcass. Then, the new top panel was handed to me from the box. I was kindly seen off by the service employee with a half-assembled carcass.
Personal conclusion
In 20 years as a loyal and devoted IKEA customer, I have spent roughly between 25,000 and 30,000 EUR in your stores. Your products have always met my expectations until now. Believe me, after all this time as an IKEA customer, I am very aware of what I can expect from a 55 EUR carcass.
After my first real complaint case, I am deeply disappointed by
a) the way the complaint was handled.
At times I felt more like a supplicant than a customer with a serious concern. Especially being left standing with a half-assembled carcass was by far the most humiliating customer experience I have ever had.
b) the outcome of the complaint.
Thank you for the replacement top panel, but a new replacement carcass would have been exactly the outcome I would expect from a customer-oriented furniture store.
Looking ahead to my future furniture purchases as a consumer, IKEA could certainly generate another 15,000 to 20,000 EUR in sales from me.
Unfortunately, I must inform you that I am ending my loyal customer relationship with you and will no longer buy any more furniture from you.
Kind regards"
Yours, Tomtom
N
Nayla_106812 Jun 2011 14:28So, I’m not sure what exactly you expected? A new cabinet and a bouquet of flowers?
The lady handling your complaint clearly did nothing wrong. I appreciate that despite your frustration, you haven’t spoken badly about the colleague. You’re surely aware that a three-time rework is legally required. That is exactly what she did. She also tried to find out where the problem might have been, whether with the material or perhaps in the way it was used, and even gave you some tips. I don’t see why it’s humiliating to leave with half a cabinet and a new cover panel. Why? Because it’s common practice to handle it this way, and many customers do the same. Before returning an entire 3-meter (10-foot) Pax wardrobe, they come back with the damaged side panel or something similar, exchange it, and leave again.
By the way, it doesn’t matter whether you spend 10, 100, or 1000 euros at IKEA. All customers are treated equally. The colleague doesn’t see how long you’ve been a customer or how much you’ve spent. And to be honest, none of that matters. You are free to go somewhere else. However, I’m curious where you would find this balance of price and performance anywhere else. This also applies generally to IKEA products. You always have to look beyond your usual options, and there are things I don’t like about IKEA as well. But please try to get a system similar to Besta somewhere else. It’s either poor quality or unreasonably expensive. Believe me, I’ve tried that myself.
At this point, I want to thank you again for not speaking badly about the employees or the products themselves. The employee has done everything she could to help you. I would be sorry to lose customers like you. Despite everything, you remain polite even when disappointed. The rudeness some staff have to deal with daily is sometimes really hard to endure.
Best regards
Na.
The lady handling your complaint clearly did nothing wrong. I appreciate that despite your frustration, you haven’t spoken badly about the colleague. You’re surely aware that a three-time rework is legally required. That is exactly what she did. She also tried to find out where the problem might have been, whether with the material or perhaps in the way it was used, and even gave you some tips. I don’t see why it’s humiliating to leave with half a cabinet and a new cover panel. Why? Because it’s common practice to handle it this way, and many customers do the same. Before returning an entire 3-meter (10-foot) Pax wardrobe, they come back with the damaged side panel or something similar, exchange it, and leave again.
By the way, it doesn’t matter whether you spend 10, 100, or 1000 euros at IKEA. All customers are treated equally. The colleague doesn’t see how long you’ve been a customer or how much you’ve spent. And to be honest, none of that matters. You are free to go somewhere else. However, I’m curious where you would find this balance of price and performance anywhere else. This also applies generally to IKEA products. You always have to look beyond your usual options, and there are things I don’t like about IKEA as well. But please try to get a system similar to Besta somewhere else. It’s either poor quality or unreasonably expensive. Believe me, I’ve tried that myself.
At this point, I want to thank you again for not speaking badly about the employees or the products themselves. The employee has done everything she could to help you. I would be sorry to lose customers like you. Despite everything, you remain polite even when disappointed. The rudeness some staff have to deal with daily is sometimes really hard to endure.
Best regards
Na.
M
Maverick185415 Jun 2011 08:34What is going on here???
Let’s all calm down a bit.
Dear Tomtom, could it be that you misunderstood the instructions for your shelving unit? I’m familiar with a wall-mounted (hanging) shelf from the Besta series, but the model number you are showing us is a floor-standing unit. I’ve checked the instructions, and I don’t see any indication that your shelf is designed for wall (hanging) mounting.
What you probably mean:
Quote from the IKEA website:
But nowhere does it say “wall shelf.”
How many brackets did you use for hanging your shelf?
There are differences between the models. The unit you present (001.340.47) weighs almost as much as the wall shelf (801.340.53) itself…
Please double-check which shelf you actually have.
@nayla:
Unfortunately, you are not entirely correct with your statement:
Quote:
IKEA allows for two attempts to fix the issue, after which the customer can withdraw from the purchase contract. But first, the customer must prove that they have followed all the correct procedures.
Next, the employee did everything properly, although I cannot judge whether she was friendly.
@Tomtom:
You wrote:
Could you please explain the instructions in more detail? I cannot find any guide specifying which screws to use for each wall type. Or do you mean:
Then you continue:
Now, just imagining: a top panel with 4 metal wall plugs and 4 cam connectors should hold a load of roughly 65 kg (143 lbs). That would mean each metal wall plug bears about 16 kg (35 lbs).
With the wall shelf, the load per shelf board is only about 14 kg (31 lbs). Plus, the load is distributed more broadly and evenly along the length.
Then you say: “The items stored inside weighed a total of 28-29 kg (62-64 lbs).”
I do not mean to accuse you, but why do you know the weight so precisely? Could it be that you miscalculated and the real weight was 4-5 kg (9-11 lbs) more?
Anyway...
It’s good that you have spent so much money at IKEA over the last 20 years. This contributes to many people having jobs, which I personally appreciate. Unfortunately, I admit I also spend too much money at IKEA, but that’s off-topic.
Maybe it only felt like that? I cannot judge how it all happened.
It is also not correct that you had to reassemble the carcass yourself. But since you seem technically skilled, I suppose screwing in the 4 metal wall plugs was an easy task for you, right?
Now, regarding a “new shelf”: You have no entitlement to that. The seller has the right to either repair the item or replace it. In this case, it was repaired. All in order.
I can’t completely resist commenting on my “predecessors”:
What I read here is the following:
The customer unknowingly (rather than intentionally) overloaded a unit that is not intended for wall mounting.
Now he writes a letter complaining that he only gets a new top panel (without any entitlement) and threatens to stop shopping at IKEA.
Nicely or not so nicely written.
Is my perspective a bit clearer to my previous commenters now?
No hard feelings...
Let’s all calm down a bit.
Dear Tomtom, could it be that you misunderstood the instructions for your shelving unit? I’m familiar with a wall-mounted (hanging) shelf from the Besta series, but the model number you are showing us is a floor-standing unit. I’ve checked the instructions, and I don’t see any indication that your shelf is designed for wall (hanging) mounting.
What you probably mean:
Quote from the IKEA website:
...This furniture must be secured to the wall with the supplied fitting.
The method of attachment depends on the wall material. Please use screws and wall plugs suitable for your wall type (sold separately)...
But nowhere does it say “wall shelf.”
How many brackets did you use for hanging your shelf?
There are differences between the models. The unit you present (001.340.47) weighs almost as much as the wall shelf (801.340.53) itself…
Please double-check which shelf you actually have.
@nayla:
Unfortunately, you are not entirely correct with your statement:
Quote:
You are surely aware that a three-time correction is legally required.
IKEA allows for two attempts to fix the issue, after which the customer can withdraw from the purchase contract. But first, the customer must prove that they have followed all the correct procedures.
Next, the employee did everything properly, although I cannot judge whether she was friendly.
@Tomtom:
You wrote:
I mounted this as a wall unit on a sand-lime brick wall using 8 mm (0.3 inch) wall plugs and appropriate screws according to the instructions.
Could you please explain the instructions in more detail? I cannot find any guide specifying which screws to use for each wall type. Or do you mean:
The method of attachment depends on the wall material. Please use screws and wall plugs suitable for your wall type (sold separately)...
Then you continue:
The two rear screws out of the four were pulled out along with larger parts of the particleboard.
Now, just imagining: a top panel with 4 metal wall plugs and 4 cam connectors should hold a load of roughly 65 kg (143 lbs). That would mean each metal wall plug bears about 16 kg (35 lbs).
With the wall shelf, the load per shelf board is only about 14 kg (31 lbs). Plus, the load is distributed more broadly and evenly along the length.
Then you say: “The items stored inside weighed a total of 28-29 kg (62-64 lbs).”
I do not mean to accuse you, but why do you know the weight so precisely? Could it be that you miscalculated and the real weight was 4-5 kg (9-11 lbs) more?
Anyway...
It’s good that you have spent so much money at IKEA over the last 20 years. This contributes to many people having jobs, which I personally appreciate. Unfortunately, I admit I also spend too much money at IKEA, but that’s off-topic.
At times I felt more like a supplicant than a customer with a serious concern. Especially being left with a half-assembled carcass was by far the greatest humiliation I have ever experienced as a customer.
Maybe it only felt like that? I cannot judge how it all happened.
It is also not correct that you had to reassemble the carcass yourself. But since you seem technically skilled, I suppose screwing in the 4 metal wall plugs was an easy task for you, right?
Now, regarding a “new shelf”: You have no entitlement to that. The seller has the right to either repair the item or replace it. In this case, it was repaired. All in order.
I can’t completely resist commenting on my “predecessors”:
What I read here is the following:
The customer unknowingly (rather than intentionally) overloaded a unit that is not intended for wall mounting.
Now he writes a letter complaining that he only gets a new top panel (without any entitlement) and threatens to stop shopping at IKEA.
Nicely or not so nicely written.
Is my perspective a bit clearer to my previous commenters now?
No hard feelings...
Hello everyone, I’m newly registered here and have been an Ikea customer since 2007 or 2008. Although I haven’t spent tens of thousands of euros there, I really enjoy going (walking, no car).
Regarding Tomtom, I find his complaint completely unjustified. The warning about wall mounting is included with many items/shelves because Ikea needs to protect itself legally—for example, children might pull on a shelf and risk it tipping over, so it should be attached to the wall (UPRIGHT!). This is a legal requirement, and by doing this, Ikea avoids liability.
It’s perfectly normal that you only get replacement parts for defective items. This should not create negative customer opinions. And anyone who drives 30/35km (18/22 miles) to Ikea should understand what they’re getting into. Ikea cannot be held responsible for that.
Now, here’s my customer experience with Ikea regarding damages! Actually, I only had to do an exchange, that was it.
In 2008, I returned an item—if I remember correctly, it was the blue transport cart that I decided I didn’t want after all. At the service point, they told me that if you wait longer than about 8 minutes (there’s a clock nearby), you get a voucher for a cold drink in the restaurant. That’s exactly how it was—I waited about 12 minutes and mentioned it with a shy smile. During the conversation, it was apparently forgotten again, so I brought it up once more at the end, and they finally gave me the voucher. The exchange (for an unused item) wasn’t a problem at all (I had just bought it).
Then in 2009, I think there was a survey they wanted me to participate in. It was about new website features/elements, like the community or whatever it was, with forums and such... I completed it, which took quite some time. But at the end, all I got was a THANK YOU and nothing else! I was annoyed, not even a raffle or prize... so I complained to customer service online via form or email.
The result: After following up because it had apparently gotten lost on their desk, I received by mail TWO FULL VOUCHERS FOR FOOD AND DRINK OF MY CHOICE at the restaurant! I gave one to a friend from Ulm (also an Ikea fan), and with the other, during a visit in 2011 (still valid), I ordered an Argentinian steak, saving 10 euros (about 11 dollars).
All these experiences come from the DUISBURG (-Hamborn) store, including interactions with internal service staff who were VERY FRIENDLY! They apologized with the vouchers, admitting they forgot to connect the survey with something like a prize, since I had provided very detailed feedback and spent at least half an hour on it. Had I known that in advance, I would have skipped the survey! They said it would be “short,” haha... funny (and I do like surveys).
More recently, I sometimes visit the DÜSSELDORF store near the Henkel company (factory/industrial area). Again, everyone was friendly.
Yesterday at checkout there, my items fell off the conveyor belt—everything! Haha. It wasn’t my fault, but immediately, even though it was closing time, several employees rushed over to pick everything up for me. The cashier apologized and asked if anything was broken. I said if something was, I’d come back (grinning noticeably), and she said that was only natural and apologized again.
By the way, when I got home in Duisburg, it was already 11:20 PM (the store had closed at 9 PM on Saturday). What a day... Help! (Yes, took bus and train as always.)
And now I’m reading Tomtom’s charming opinion/complaint here about ending a very long relationship with Ikea just because he wall-mounted and fully loaded a standing shelf.
Seriously?
One more thing: In the restaurant (Düsseldorf), I noticed they now have coin-operated machines next to the dispensers for warm drinks, except for cocoa and coffee, which are still “normal.” Everything else costs 1 euro or 1.50 euros (about 1.10 or 1.65 dollars). That wasn’t the case a month ago. I only saw customers standing there, puzzled and shaking their heads.
PS: I think Ikea is brilliant—I never thought it would be like this. Ikea wasn’t in Duisburg before, and I only knew the name and that it was supposed to be all cheap stuff. No, no, I have to limit myself with my usual shortcuts so I don’t go into shopping frenzy. Especially downstairs in the warehouse; it’s particularly bad there. I always try to avoid taking a cart or bag, but that only works if I’m buying one or two items; otherwise, you really need a shopping bag. Luckily, they’re everywhere, and I only decide on a bag inside the store because I usually end up buying more than planned.
That’s Ikea for you. And I really enjoy walking through the showroom. The Ikea designers are truly great. I’d love to get locked in there and stay forever. Speaking of which: I once told two Ikea staff something like that, they laughed and said they actually make a point of checking everywhere because they’ve caught customers locked inside, like sleeping in the bed section, haha.
And again: No matter which employee I talk to in the store, no matter the time, they are always friendly, explaining and showing everything! TOP QUALITY!
One more thing: The Family products and prices (I have the card, at least for the restaurant alone) are fantastic. I got a laptop bag for 15 instead of 20 euros (9 USD vs. 12 USD), or the shopping cart for 15 instead of 20 (now only 7.50 or 8.00 euros instead of 20!) and so on. I once saw the shopping cart tested on German TV against models costing up to 200 euros, all of which failed, but Ikea’s cart held up perfectly, even waterproof!
I always take anyone I bring to Ikea first to the Family section (using my abbreviation) and make them fill out an application. The transport insurance is also great—no matter what happens or if you’re to blame, you supposedly get a replacement. Has anyone actually had experience with this?
I still shake my head about the above “complaint.”
Regarding Tomtom, I find his complaint completely unjustified. The warning about wall mounting is included with many items/shelves because Ikea needs to protect itself legally—for example, children might pull on a shelf and risk it tipping over, so it should be attached to the wall (UPRIGHT!). This is a legal requirement, and by doing this, Ikea avoids liability.
It’s perfectly normal that you only get replacement parts for defective items. This should not create negative customer opinions. And anyone who drives 30/35km (18/22 miles) to Ikea should understand what they’re getting into. Ikea cannot be held responsible for that.
Now, here’s my customer experience with Ikea regarding damages! Actually, I only had to do an exchange, that was it.
In 2008, I returned an item—if I remember correctly, it was the blue transport cart that I decided I didn’t want after all. At the service point, they told me that if you wait longer than about 8 minutes (there’s a clock nearby), you get a voucher for a cold drink in the restaurant. That’s exactly how it was—I waited about 12 minutes and mentioned it with a shy smile. During the conversation, it was apparently forgotten again, so I brought it up once more at the end, and they finally gave me the voucher. The exchange (for an unused item) wasn’t a problem at all (I had just bought it).
Then in 2009, I think there was a survey they wanted me to participate in. It was about new website features/elements, like the community or whatever it was, with forums and such... I completed it, which took quite some time. But at the end, all I got was a THANK YOU and nothing else! I was annoyed, not even a raffle or prize... so I complained to customer service online via form or email.
The result: After following up because it had apparently gotten lost on their desk, I received by mail TWO FULL VOUCHERS FOR FOOD AND DRINK OF MY CHOICE at the restaurant! I gave one to a friend from Ulm (also an Ikea fan), and with the other, during a visit in 2011 (still valid), I ordered an Argentinian steak, saving 10 euros (about 11 dollars).
All these experiences come from the DUISBURG (-Hamborn) store, including interactions with internal service staff who were VERY FRIENDLY! They apologized with the vouchers, admitting they forgot to connect the survey with something like a prize, since I had provided very detailed feedback and spent at least half an hour on it. Had I known that in advance, I would have skipped the survey! They said it would be “short,” haha... funny (and I do like surveys).
More recently, I sometimes visit the DÜSSELDORF store near the Henkel company (factory/industrial area). Again, everyone was friendly.
Yesterday at checkout there, my items fell off the conveyor belt—everything! Haha. It wasn’t my fault, but immediately, even though it was closing time, several employees rushed over to pick everything up for me. The cashier apologized and asked if anything was broken. I said if something was, I’d come back (grinning noticeably), and she said that was only natural and apologized again.
By the way, when I got home in Duisburg, it was already 11:20 PM (the store had closed at 9 PM on Saturday). What a day... Help! (Yes, took bus and train as always.)
And now I’m reading Tomtom’s charming opinion/complaint here about ending a very long relationship with Ikea just because he wall-mounted and fully loaded a standing shelf.
Seriously?
One more thing: In the restaurant (Düsseldorf), I noticed they now have coin-operated machines next to the dispensers for warm drinks, except for cocoa and coffee, which are still “normal.” Everything else costs 1 euro or 1.50 euros (about 1.10 or 1.65 dollars). That wasn’t the case a month ago. I only saw customers standing there, puzzled and shaking their heads.
PS: I think Ikea is brilliant—I never thought it would be like this. Ikea wasn’t in Duisburg before, and I only knew the name and that it was supposed to be all cheap stuff. No, no, I have to limit myself with my usual shortcuts so I don’t go into shopping frenzy. Especially downstairs in the warehouse; it’s particularly bad there. I always try to avoid taking a cart or bag, but that only works if I’m buying one or two items; otherwise, you really need a shopping bag. Luckily, they’re everywhere, and I only decide on a bag inside the store because I usually end up buying more than planned.
That’s Ikea for you. And I really enjoy walking through the showroom. The Ikea designers are truly great. I’d love to get locked in there and stay forever. Speaking of which: I once told two Ikea staff something like that, they laughed and said they actually make a point of checking everywhere because they’ve caught customers locked inside, like sleeping in the bed section, haha.
And again: No matter which employee I talk to in the store, no matter the time, they are always friendly, explaining and showing everything! TOP QUALITY!
One more thing: The Family products and prices (I have the card, at least for the restaurant alone) are fantastic. I got a laptop bag for 15 instead of 20 euros (9 USD vs. 12 USD), or the shopping cart for 15 instead of 20 (now only 7.50 or 8.00 euros instead of 20!) and so on. I once saw the shopping cart tested on German TV against models costing up to 200 euros, all of which failed, but Ikea’s cart held up perfectly, even waterproof!
I always take anyone I bring to Ikea first to the Family section (using my abbreviation) and make them fill out an application. The transport insurance is also great—no matter what happens or if you’re to blame, you supposedly get a replacement. Has anyone actually had experience with this?
I still shake my head about the above “complaint.”
Ikea customers are simply different; 99.99999% are kind, nice customers with excellent communication skills.
The rest... I’ll say nothing about them.
What was done to the shelf here, I personally find amazing, and I wonder why a wall-mounted shelf wasn’t bought right away. That might have saved some questions, but even that seems to have been too much—hats off to the Ikea employee.
The job these employees do is one of the most stressful you can imagine, because not all customers are polite during returns (I mean the customers, not the employees). The amount of hostility and abuse they have to endure when a customer doesn’t get what they want is incredible. Respect to the ladies and gentlemen working in returns!
After 20 years as an Ikea customer, you should know that a standing shelf can’t be used as a hanging shelf. I wouldn’t have refunded or exchanged anything! But that’s Ikea—there is goodwill on their part even when customers make mistakes. Of course, it also depends on how you treat the employees. If I’m polite and friendly, that’s how I’m served.
But unfortunately, I have often seen customers ranting endlessly, and the employee stays calm.
Or people complain about the checkout lines—why? That’s just part of Ikea.
Has anyone ever looked closely at how those lines form? I have, and I found it quite amusing.
First, the goods go on the belt. I’m not next yet, but I already push forward toward the cashier and make faces because she hasn’t scanned my items yet. Then it’s my turn. I watch fascinated as the items are scanned—first the big ones on my trolley, then the smaller ones on the belt. Everything gets scanned, and the belt is almost full, but as a customer I don’t think to remove any items from the belt until everything is scanned. So I calmly start clearing the belt. Hmm, wasn’t there something else? Right, I still have to pay. Meanwhile, customers behind me make comments like, “Could you go any faster?” They don’t mean me as the customer, but the cashier, of course. Well, then I try to pay. Oops, not enough cash—no problem, I pay with card. The only annoying thing is entering the PIN because the next customer is already waiting for their items to be scanned.
I love Ikea and admire the employees every day for their patience and good mood, no matter how difficult the customer behaves.
One last remark: joking with the cashier is great, especially when your items fall off the back of the belt—but sorry, it was your own fault. You could have put them back in your trolley already!
The rest... I’ll say nothing about them.
What was done to the shelf here, I personally find amazing, and I wonder why a wall-mounted shelf wasn’t bought right away. That might have saved some questions, but even that seems to have been too much—hats off to the Ikea employee.
The job these employees do is one of the most stressful you can imagine, because not all customers are polite during returns (I mean the customers, not the employees). The amount of hostility and abuse they have to endure when a customer doesn’t get what they want is incredible. Respect to the ladies and gentlemen working in returns!
After 20 years as an Ikea customer, you should know that a standing shelf can’t be used as a hanging shelf. I wouldn’t have refunded or exchanged anything! But that’s Ikea—there is goodwill on their part even when customers make mistakes. Of course, it also depends on how you treat the employees. If I’m polite and friendly, that’s how I’m served.
But unfortunately, I have often seen customers ranting endlessly, and the employee stays calm.
Or people complain about the checkout lines—why? That’s just part of Ikea.
Has anyone ever looked closely at how those lines form? I have, and I found it quite amusing.
First, the goods go on the belt. I’m not next yet, but I already push forward toward the cashier and make faces because she hasn’t scanned my items yet. Then it’s my turn. I watch fascinated as the items are scanned—first the big ones on my trolley, then the smaller ones on the belt. Everything gets scanned, and the belt is almost full, but as a customer I don’t think to remove any items from the belt until everything is scanned. So I calmly start clearing the belt. Hmm, wasn’t there something else? Right, I still have to pay. Meanwhile, customers behind me make comments like, “Could you go any faster?” They don’t mean me as the customer, but the cashier, of course. Well, then I try to pay. Oops, not enough cash—no problem, I pay with card. The only annoying thing is entering the PIN because the next customer is already waiting for their items to be scanned.
I love Ikea and admire the employees every day for their patience and good mood, no matter how difficult the customer behaves.
One last remark: joking with the cashier is great, especially when your items fall off the back of the belt—but sorry, it was your own fault. You could have put them back in your trolley already!
Just a small remark: I really liked the joke with the cashier when your items fell off at the end of the conveyor belt, but sorry, it was really your fault—you could have placed them back in your cart sooner. I'm not that clueless, I was paying by card and had everything ready, but the process took a while, and I only had five (bulkier) items, which the cashier stacked poorly on top of each other.
I couldn’t push the cart back and keep my card in the reader while the cashier waited for my input, especially since there were vouchers and all sorts of things to scan, including the family card and so on. Meanwhile, the five items were already at the back of the belt, which kept moving and moving. Since I am blind in my left eye (so I couldn’t see the end of the belt), I also couldn’t catch sight of the belt’s end from any angle. After the wait, I didn’t expect the items to fall down—the few pieces, all plastic and two metal ones.
I honestly wonder how the two VARIERA RATIONELL shelf inserts as flat metal packs (sealed) could have fallen off the back. Someone must have placed them on top of the microwave hood and the dish drainer for the sink! Oh man... my mom always taught me early on, “heavy things always go on the bottom…”
I didn’t even notice the noise was coming from me—that is, from my items, which I did not stack that way on the belt. I only turned around after entering my PIN, curious because of the loud crash, and was surprised to see the employees suddenly bending down at my checkout. (Which I thought was very kind.)
But next time I will definitely use the self-checkout; I’m done with queues and only want to handle my own items so they don’t just fall somewhere.
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