Interesed in a Yahoo banner ad last week, I clicked to see what IKEA was about. I liked their site, and, needing a few amenities for the home, first went to the Bathroom Accessories page where I fell in love with a little magnetic soap dish system. You get a little magnet with prongs that you shove into the soap, and the soap hangs from a little holder. Very European. So I ordered it and two other items on the web. Three days later, I'm electronically informed that one of the items (not the soap holder) is not available, ergo they were cancelling my entire order. The entire order. That was the first thing I began to dislike about IKEA.
Second, in the cancellation email there was an 800 number to call regarding my order. I gave up after 36 minutes on hold, got in the car and drove to the East Palo Alto store for the soap holder I had to have. After all, it was essential to my lifestyle.
Third: There is no one in the store to help you when you get there. I found that with IKEA it is not a good idea to go into the store knowing exactly what you want to purchase. It's better to go in clueless, shuffling in circles, gaping in awe at everything, until you see something you think you might need. Sorry, IKEA, I am just not that kind of shopper. I do not fit in with the IKEA crowd, persons crawling with screaming children who are wondering why their parents are shuffling in circles, gaping.
Fourth, the store layout is disorganized and confusing. There are signs, but buried, vague and hard to find. Store employees are even harder to find, and the one I finally found couldn't get off his cell phone long enough to provide directions.
After dogged determination, walking around quickly and directly without a hint of shuffling or gaping, I finally found the very last magnetic soap holder in all of Silicon Valley.
I later called the store to complain about all of this: the mystifying unilateral cancellation of the internet order; the more than 30 minutes on hold; the nonobviousness of location of desired items; the worker chatting it up on his cell phone while on duty. I was apologized to for the worker, and put through to the Internet Order department of IKEA to find out about the cancellation issue that initiated the chain of events. A recording stated, "Due to extreme weather conditions, our Customer Service Department is now closed. Please try again later. Click." {Hasn't Hurricane Isabel been over with for a couple weeks now?}
So much for sucKEA. I won't be going there again. Customer service is nonexistent. I thought Fry's was bad.
But I've got a really cool soap dish now, and I worked hard for it.