Valerie H.
Yelp
TLDR: shop online for pickup.
I went to IKEA to buy a Kallax shelving system for the game room and a cabinet for my dining room. The furniture itself was decent quality and very simple to put together (with the dog's help of course lol). The IKEA experience though was not great.
First, if you don't know where you are going the signs to park and go in are not super helpful. We made our way inside through the main entrance from the parking garage and were greeted with a map on the wall showing the layout of the store. I knew to expect the one-way path and occasional "shortcuts," what I did not expect was to have the map labelled completely differently from the website labels so you still can't find where your items are located.
Next issue- there were no employees to be found 90% of the time we were in the store. You are expected to just know that you have to use the kiosks without being told that. We found the kiosks to "order" what we wanted, but every time I tried to order the dining room cabinet it kept telling us to "find an employee to place this order." That's great, but there are no employees anywhere! (They used a distinct word for employee, but it is escaping me now- maybe co-owner? IDK. Anyway...)
Continuing on- When we finally did find an employee, they were hidden away in a back room around a corner several departments later, they said they were unable to help and to go use the kiosk. When I explained what the kiosk was telling us, they said to "go to warehouse aisle 16 and get help there." They gave vague directions how to get to the warehouse and then went back about their business of chatting with each other.
We wandered around some more to find the warehouse and finally figured out we were on the wrong floor. We got there, passed the aisle 16 help desk that was empty (on a mission for the kallax so didn't even register at the time that it was our next destination), pulled our self-service items (the Kallax system) from the shelves ourselves, then proceeded back to aisle 16 to find the "help desk" to assist with ordering the dining room cabinet. We found the desk, and of course there was still no one there. We saw the check-outs at the other end so we headed there, all the while looking for a stray employee who might be able to get us help from the vacant help desk, no luck. By now I was getting impatient and was ready to say forget it and just leave without the dining room cabinet.
We got to the check-outs and waited in line, then when we reached a person we could talk to (she was very nice) she told me they couldn't order the cabinet for us, we had to go to aisle 16 and have them do it at the help desk. Now I was moving into deep breathing mode. I once again explained that there was no one there to help me at the help desk, we had been past it twice now and were not the only people waiting there. She said she would find someone for me, "just go wait there and I will end the girl over." I said fine but this was my last try and marched back over to aisle 16 for the third time. Still no employees around, and I looked down every aisle on the way there.
I waited for 5 minutes with another couple. They walked away and I got on the phone with my father who was still at the checkouts with the kallax so he didn't have to drag them all around the warehouse. I asked him to have the nice lady PLEASE send someone over because there "is still no one here and I'm done with this. I will NEVER come back." He had put me on speaker phone so she heard me and apologized, saying she would find someone. About 2 minutes later a girl who looked to be about 12 showed up and snarkily input my order into her computer, thrust a printout at me, then turned to leave. I stopped her and asked what to do with it and she snapped, "take it to the checkouts and they will help you. I need to go finish straightening shelves."
I got back to the checkout and the nice lady there told us where to go to pick up the offending cabinet from the "back" warehouse. Why do you have 2? And why can't customers access the second one? Use one method or the other, not both. It is confusing and frustrating for your customers. We should either grab everything ourselves or you get it all for us. You also need better instructions/information on your kiosks (like telling us to go to warehouse aisle 16 to get help instead of "find and employee").
Once we paid we had to wait about 5 minutes for someone to bring the dining room cabinet to us, then it was smooth sailing. We went back to the parking garage where I waited at the curb with our purchases and my dad pulled the truck up. A nice young man from IKEA loaded everything into the truck and we were off.
Like I said, the furniture itself is decent quality for the price and easy to put together, so I will probably buy from there again, I will just shop online for the drive-through pick in the future. I don't plan to ever set foot inside the store again.