|1 Ikea Way, Stoughton, MA 02072, USA
|10AM–9PM 10AM–9PM 10AM–9PM 10AM–9PM 10AM–9PM 10AM–9PM 10AM–8PM
As a preface I must warn everyone dont dare go to this Ikea on a weekend unless massive crowds and screaming children are your idea of fun. Anyway, went here to get a PAX wardrobe and the entire experience was a nightmare. First trip I didnt have my larger car with me so we simply mapped out the pax build we were going to get. Sales associate was helpful and I pointed to every feature I wanted and they simply typed it into the system. At the end we got a nice print out to bring back later. So second trip, I zoom upstairs to the Pax area. Only 1 associate on duty, wait 15 minutes for her to finish with one guy. Once its my turn I give her the list she puts it into the system, get her to check availability and, phew, everything is in stock. She prints out a receipt, which she tells me I have to go pay for. So I run downstairs, wait another 15 minutes to check out, pay for my stuff. I then have to walk over to the pick up area since all Pax stuff is not self serve. Guy tells me my number isnt even in the queue yet to be worked on. Ok, what to do for 20 more minutes... I go up to the cafeteria and get some food, some really bad food. I also might add that none of their food is fresh, every last stinking piece of food is frozen. So after crappy food and 20 minutes I head back down. Pick up my stuff and, yay, I think Im going home. But my realist side says I have to check everything first, so I do. Check, check, check... oh crud. Turns out they gave us the plain shelf, we asked for the glass shelf. Thankfully the guy intercedes and zooms me to the front of the returns line. 15 minutes later I return the item and get the right one. However, Im back in the pickup queue, so another 15 minutes until the correct item comes out. Hours later Im finally in the car on the way home. Lug everything up three flights of stairs and say, "Hey the worst is over right!" Begin assembling everything and it goes together just fine. Get the wardrobe done, the hanger, the shelf, the first bottom drawer, slide the bottom drawer...slide the bottom drawer... crunch. Oh the bottom drawer doesnt actually slide in the unit with the door hinges on. Thats funny because in the store they have it installed with the drawer on the bottom and I pointed to the unit and said we want that! So now I send some pictures to customer service and say what the hell is up with this. They respond, oh that configuration is not compatible. What? So youre telling me that you had it like that in the store, the sales rep configured it for us and its a fully modular system that cant have a drawer on the bottom with doors. Oh and you arent even going to do anything about it. And upon further research I discover that this has been an engineering flaw for 3 years, at least! I have two choices now, disassemble this crap and pack it up for a return or fix the problem myself. So I run over to home depot find a door hinge that is lower profile, put that on there and what do you know it works! Yep, my gee whiz solution and 20 minutes solves an issue that Ikea refuses to address for years! Good job Ikea, great engineers you are hiring. So at the end of the day I tried to save a few bucks which ended up costing me at least 3-4 hours in lost time, plus gas, plus the cost of my custom engineered solution and lots of lots of aggravation. Bottom line, dont try to buy anything that isnt throwaway from this store and dont be conned into saving a few bucks only to end up losing many hours of your life.
I never write reviews online, but I feel the need to warn people about this store and this company in general. I am a young professional, first year out of school and I decided to go to Ikea to buy my first bed (affordable, decent quality for a starter bed). The trip to the store was miserable. Some of that was my fault (went on a Saturday), but the customer service was HORRENDOUS and it was an absolute zoo. I overlooked this trip because again, (my fault) I went on Saturday. I ordered an entire bed set on Aug 4 and had it set to be delivered at my new apt on move-in day (Aug 31). The week of Aug 31 comes and I call the third-part delivery company TWICE that week to confirm that the bed will be delivered as scheduled. My dad flew in from Maryland to help me move and assemble the bed. Delivery day comes and still no word from the company by 1pm. I call, and finally get ahold of a rep who tells me there was an "issue" with my order and it cannot be located in the warehouse. They push my delivery time back to 8-10pm which is incredibly annoying, but fine, and say they will call when the order is "found" in the warehouse. 4pm comes, still no word. I call the company and they tell me they are still conducting this "warehouse search." So how big is this warehouse, the size of Massachusetts? I called the delivery company a few more times every couple hours, each time being promised a call back. It never happened. My Dad and I even called Ikea 3 times that day (after being on hold for 30+ minutes each time) and no one was able to help. Finally Kathleen from the Service Department at Ikea tells us the bed has finally been located (it is now 9pm) but the delivery company cannot deliver it until TUESDAY Sept 3. I work full-time so I requested a delivery time after 6pm. They told me that would be fine. I had already gotten rid of my old bed during the move, thinking the new one would be here (especially after confirming it two times in the week prior to the delivery). Needless to say Ive been sleeping on an air mattress the past two nights. Today, the day before the new delivery date, I called the company to confirm delivery for after 6pm the following day. They tell me the time is actually scheduled for between 1-5pm. I tell her this wont work and she says they may charge me a fee for requesting a time. I demand a manager and somehow she magically makes it work. To top it all off, I still have not received a call back from Ikea about a refund for the delivery fee. Lets see if the bed actually arrives tomorrow at the correct time (if at all). I am getting quite used to this air mattress after this experience, though. I will never buy anything from Ikea again and will make sure all of my friends and family (and people reading this) know how terrible customer service is here. Spend an extra $200 bucks on a bed at Sleepys or Jordans and save yourself this misery and headache. If you do shop here, DO NOT choose to have items delivered.
I frankly think the problem with IKEA begins with their incredibly horrible website. Decided to head to IKEA stoughton on a Thursday afternoon in hopes of avoided crowds and saving time. Indeed, no crowds but Ive never encountered more unfriendly and unhelpful customer service help in one place no less! First, we were directed to the wrong department by two different staff person who - I can only guess - just didnt have time to actually figure out what we were looking for. ALthough, again, let me remind you that were talking about an essentially empty place. FINALLY, we end up in the wrong department and convince the guy there that we actually really need help. There is no cell reception nor free wi-fi so looking up on our phones was not a possibility. This guy in bathroom dept would be the only redeeming element of our trip if he hadnt insisted that knobs and legs came with the unit we were purchasing when in fact they dont. Only self check out aisles were available which doesnt work when you are doing furniture pick up. We finally pay and get through line. DOwn to furniture pick up we go only to encounter more miserably unhelpful people. So to avoid the boiling frustration of watching three perfectly capable men sit around instead of fulfill orders, I went to customer service to double check on knobs and legs. "No, you need to buy those". So at this point in the store, I can only order the legs through this lovely gem of a woman who then ordered me the wrong legs. I can see they are the wrong legs because they come out in clear plastic. I say to the gentlemen "I ordered the stainless steel version." he looks at my receipt, hands it back, and says "Nope. You ordered the black ones." Not, oh, lets go over here to the computer and figure out how to exchange. Or "Oh, sorry about that. Mrs. SMith must have made a mistake. Just take your receipt back over to her and make the exchange and Ill go get your new legs." Keep in mind, the furniture pick up and customer service are 20 feet away from each other. Furthermore, when I asked the guys about the legs and knobs, they said "You need to talk to that lady in customer service over there." So I just went home with the black legs for our cabinet rather than deal any further with people who either hate their jobs or probably more specifically hate the people who their employers business so that they can be paid and/or be relevant, however you want to look at it. On hold for nearly 40 minutes calling merely to find how to purchase shelving inserts because there is no way I will ever return to that store. Id rather drive to New Haven CT and I live in Boston.