|Address:||700 Ikea Ct, West Sacramento, CA 95605, USA|
|Working:||10AM–9PM 10AM–9PM 10AM–9PM 10AM–9PM 10AM–9PM 10AM–9PM 10AM–9PM|
Poor customer service by Cory (Manager) & Keith (security) This is a letter I wrote IKEA customer service last Friday which I have not gotten a response from. Maybe my letter sounds like a statement instead of a complaint to them, I dont know or maybe its beacause its was over the weekend. After choosing the furniture my wife and I would like to purchase for our coming baby, we took our list and proceeded down to the merchandise isles, isle 18. We needed help for a part beyond our reach, over our heads and so I went to go get help. Justin, at the service desk was busy with a line of folks waiting their turn. I thought to go look for a ladder to make it faster for myself. I did not find a ladder but I did stop a guy with a plain black collar shirt, holding a clip board and a walkie talkie on his back pocket. I politely asked if he was an employee and he said yes. I explained that I needed help reaching for something, maybe he can point out a ladder for me so that I can get the product. He said he did not work in the department and so he can not help me, instead pointing towards Justin at the service desk. I asked why he could not help me if he was an employee and reiterated that I cant reach a product and maybe as an employee he can help or call someone with his walkie talkie. I explained that it would be better customer service if he would take the time and look at what Im reaching for or call someone in his walkie talkie to come help me. Not waiting for an answer from him I started walking back to isle 18 when I hear him yell WHY DONT YOU DO IT YOURSELF or something to that effect. Upset with what I just heard I turn back and asked for his name. I asked for his name several times, even screaming towards the cashiers with other customers as witnesses before he disappeared behind a locked blue door. Raging with anger I found Cory by the cash registers. I explained what just happened and why I was upset. Then I asked if he can help me or point me to a ladder I can use. To my amazement he too just pointed out to Justin. I looked at him with the question "Really?" on my face. At this point he offers to call someone to see me at isle 18. I told him thats the customer service Im looking for. Justin was in isle 18 no more than 2 minutes after I got there. I explained what I just been through with his other co-workers and the first thing he said was "I apologize for that but Im here to help you." Stellar customer service for Justin! He briefly explained being short staffed and that he is the only one there. I commend his customer service and even thanking him for it. After purchasing our items, my wife and I went to go file a formal complaint with a manager on duty. Lo and behold it was CORY, the second IKEA staff that failed me. I asked if he was a manager and he said he was one of them, which I doubt based from his customer service. I told him that I would like to make a formal complaint about the black shirt guy, who I found his name to be Keith a security personnel. Cory told me that hes spoken to Keiths manager on what had happened and that it will be taken care of. Mind you Cory the "Manager" has not offered an apology since Ive made contact with him, even the second time. I just hope that no other customer of IKEA has to go through what I have just experienced. I told CORY the "manager", taking the time to see what the customer needs help with or even just telling the customer they will find help goes a long way. I told him that IKEA staff are the face of IKEA and that IKEA needs to be represented better. This incident happened 5/8/2015 at around 11 am. There are several security cameras there and our contact should be on video if anyone needs to verify. P.S. Justin on the other hand was brilliant in his approach and demeanor. After helping Justin shook my hand before my wife and I left the isle. Manager quality is what Justin signifies.
The store is ok, however, there staff at the kitchen department can use some customer service training! Went there to purchase my entire kitchen (cabinets and countertops), I had my designs all done and printed from there website, all they had to do is go over them with me and put the order in. 30 min into the ordering process I asked about the delivery and was told that it will cost additional $60. Since I went there with my sedan, I figured I will place the order and come pick up everything with my truck the next day. The lady "helping" me rudely said that I have to either pay for the delivery right away or pick up everything right after the order is placed. After trying to see if there is anything we can work out so I can come the next day, I was told that they have no room to store the cabinets overnight for me. I decided I will leave and come some other day with the truck. I came back next weekend at 6:30pm, ready to purchase and take my kitchen home. The guy at the kitchen department straight up told me "kitchen orders are placed until 6pm." After complaining to management that this is unacceptable, I went home frustrated and without my kitchen...again... Two weeks later I was there at 5pm and with my truck and successfully purchased my kitchen! I like the Ikea products but their customer service is horrible, they need to make some changes or at least write down their policies so customers are aware!
Returns are so easy!! I had one of the faulty dressers and it tipped over when my toddler pulled all the drawers open at once (not on him, thank goodness). I immediately loaded it and my kids up to return. They are handling this recall in an excellent manner. I called the 800 number to see the best option. They said someone would come to my house, but it could take 6-8 weeks. I wanted it gone that day, so I drove out. When I pulled up there was an unloading assistant waiting. When he saw the dresser he said, "you handle the babies Ill get this inside." Once inside I pulled a number and was the next one called. She took one look at the dresser and just handed me the full cash refund! Past returns have been similarly easy, but this was my first experience at this location. Great first impression! I give 4 stars because the cafeteria can get bogged down very quickly. We went around 1030 and had to wait in line for about 10 minutes to get 2 orders of meatballs (not easy wth 2 toddlers). The childcare was also full, but I was prepared to have my boys with me the whole time anyways. We meandered through, its fun to get decor ideas and storage inspiration. All I needed was a high chair but we wanted to kill some time in the AC. No one came over to assist us, but I wasnt looking too hard at any one thing, solely strolling through. Checkout was quick and easy, plenty of lanes open for the crowd.
Only go here if you have an ENTIRE day to spend. Youll go through the maze of "set and staged" rooms first and see a ton of furniture that you can only buy if you weigh under 100 lbs and then youll be hungry by the end of that three hour walk because whoever youre with will want to look at everything and sit on everything. So, then you need to buy lunch which is cafeteria food... And not very good. Just get lingon berry juice.... Then you go downstairs to look at a bunch of things you didnt see upstairs and theres no way out except to "follow the arrows" and keep forging ahead through dishes, candles, wall art and toilet brushes. You finally get to the warehouse where you need to pick the right number of the furniture you wanted, you should have been talking pictures of the tags in the first maze you were in before lunch! The Internet kiosk in the warehouse DOES NOT WORK. Once youve pulled all your own boxes from the warehouse its time to wait in line, youre probably hungry again because its dinner time now so dont fret... After you check out you can buy pizza and ice cream for the long journey back to your car. Enjoy your $500 day and the $100 worth of materials youre actually taking home.