With Covid Closures in Ontario, I used Ikea's online ordering with Click and Collect at Vaughan. I set an appointment for later that day. Even though you're supposed to wait for an email to tell you when to leave, I have found in my last appointment they don't send the collect emails so I just show up on time for my appointment. This time when I showed up they were turning all the cars away saying they had a technical problem and couldn't resolve without "staying way past the store closing time". I was assured I should wait for the "Start Your Car" collection email and come and pick up the items later in the week. 3 days later, still wanting the items and without the email I called their customer service line and was told that Vaughan had some problems and I should receive the email soon. She also commented at least my order wasn't just cancelled like others she had dealt with.
I continued to check my order status every day just in case it changed to indicate the product was ready for pick up ensuring I wasn't just waiting for an email.
5 days after ordering I receive an voicemail message stating since I didn't pick up on Jan 31 they were cancelling my order. Seriously? They know they had an issue that day and they don't give me the option to call back and arrange a time to pick it up? They can't even give you a contact number because they won't take calls in the store "because you know they're closed. " So if you're waiting for an Ikea order you must drop everything you're doing even if you're at work and take a call from a blocked call number because Ikea is too busy to let you call them back.
I scramble to call the customer service number to tell them I do want it. The answer I got was "you know the store is closed because of Covid????? Yes, that's what curbside pick up was for. So the 1-866 team can't do anything for you, can't tell you anything, can't update you on order status and you can't call the store.
I was told to just try ordering again and wait for the collect email and if I never got it, they would just refund me. I can't believe in 2021 Ikea's system is so archaic. I don't understand why they have appointment slots if you have to wait for a Collect email that never comes. Plus, most of us have to drive a long way to get to Ikea in order to be on time for an appointment that isn't really an appointment.
On top of that you pay $5 for the curbside pick up where all they do is wheel your purchase outside for you.
Overall really disappointed in Ikea's service. Other companies have done a great job of streamlining their contactless pick ups. In the last week I have used a curbside pick up from Home Depot, Walmart, Structube and Lowes and all of their services are gold star. I guess Ikea really doesn't need our business during the pandemic shutdowns.
Just be prepared that your appointment isn't a real appointment at the Vaughan location and you may have to make multiple trips to get your product plus wait for an hour once you get there. It's impossible to reach the store and the 1-866 contact number can't tell you anything about your order so don't bother waiting on hold for 30 minutes.
Come on Ikea, be better. Or at least let me talk to a supervisor so you can figure out how to improve your system and processes.
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