If my review were just about their products and the portion of the store prior to checkout, I'd give Ikea a solid four stars. However, the ancillary services and checkout really drag them down to a place that makes me not want to come back.
First, the products. Some are great; five stars all the way. However, some of their furniture/decor products really are garbage, so that detracts from the experience. Fortunately, those are usually easy to spot and avoid.
Regarding the store itself, let's focus first on the showroom side. This place is massive, and if you're just there to browse and want to take it all in, you can easily spend an hour or more just walking the store and checking everything out. It's organized logically so you're able to focus on specific rooms of your home as you work your way through. Upstairs is mostly large items; furniture, beds, mattresses, kids, etc. Downstairs is mostly the smaller home accessory and organization products.
As you work your way through, if you want something, make sure you note down exactly what it is you want, including dimensions, and the red tag numbers below the item name, size and price. Many of their items come in a variety of sizes, such as desk tops, and vary considerably in price if you get the wrong one or don't remember which one you wanted. The red tag tells you which aisle and column you can find the one or more pieces you need to put that item together. Beware that some items come in multiple boxes and it may not be immediately obvious if you don't notice the (1) and (2) on the boxes. In the warehouse area, there will be a box count listed on the item tag on the storage shelving.
Everything is downhill from there. Ready to check out? Good luck. The store has about 20 or more rows of checkout lanes, and, if you're lucky, four will be open. I've been on week nights, week days, and week ends, and this store is simply horribly lacking in checkout personnel at all times on all days. Just last night (a Tuesday evening at 7pm) I spent 20 minutes in the show room looking for a kids chair for my daughter, and 30 minutes in the checkout line. I came back this morning around 11a and spent 25 minutes in the checkout line. If you're hungry, it's even worse, because as you serve your 30 minutes in the penalty box, you're going to be staring at the deli area on the other side of the checkout lines. You'll be wishing you could leave your belongings in the line and watch them creep towards the register while you enjoy a hot dog or some Swedish meatballs.
Hey, there's an idea IKEA, if you refuse to properly staff your checkout area, then put an automated cart mover in that gives you a number so you can go relax and know when it will be your turn to come back to the register to pay.
Just when I think the checkout area is the only problem, I start to assemble the Norsborg couch I bought for my office this morning. One of the four threaded retaining receivers for the couch legs is the wrong size, so the leg can't screw in. Hmm, what do I do about this issue? The couch base box was huge and I box cut the cardboard and strapping to open it up on the floor, so no easy way to put everything back in. Call the store. I remained on hold for 20 minutes without an answer, so I gave up. I guess their customer service is staffed about the same as their checkout lanes. I then sent an email; it's been about six hours, no response. I'm going to have to make a trip back to the store on the way home, probably wait in line, just to find out how to handle the exchange since I don't want to haul the one bad piece back if I need the entire box, and don't want to put the box back together with tape if I don't need it. I'm sure this will end up with another round trip tomorrow once I get the answer to my customer service question tonight. So all in all, my two purchases are likely going to involve wasting about three hours of my time, between the two checkouts and the resulting round trips to the store for customer service. My time is more valuable than what I saved by purchasing the couch there, so this likely means I'll never be back.
One last update: I sent an employee back to the store with just the couch base to exchange it. After 30 minutes in the customer service line (Saturday morning), an employee walking by asked what the issue was. He told this person the issue, the person said he could take the couch base and put a new screw receiver in. My employee said well, I was supposed to just swap the piece out, to which the IKEA employee replied well, it will take me five minutes, but if you want to wait to swap it out, you're at a point in the line where you've got about an hour to go. Seriously?! 90 minute customer service line?! He took the former option and was out in 35 minutes overall.
Oh yeah, I got a reply to my customer service email three days later... read more