Seriously Ikea? Seriously.

Posted by on Dec 28, 2009 in blog | 34 comments

Ugh, there are very few times when I let myself get frustrated by large corporations (I’ve resigned to the fact that they may just not put as much emphasis on certain things as smaller companies do) but tonight, Ikea has baffled me.

So, here’s the story.  I wanted to buy a blanket from Ikea.  Not just any blanket… a blanket that doubles as a nearly perfect green screen.  Yes, I have found this specific item and now I want it.  So, I log on to Ikea‘s website to check stock and hopefully, order online to have it shipped to my house.  Easy enough right?

ikea1

Yay!  Found the blanket and now, I’ve added it to my cart.

ikea2

Woot… Now, to check out and get my blanket shipped to me.

But wait.  What’s that little icon with the cross through it.

Ohhh, I can’t actually buy it online.  Darn.

So, I pick up the phone and call the Montreal Ikea and get an operator.

Me:  “Hi, I’m sitting and looking at a product that I want but it’s at the Montreal location, in stock, and I live in Ottawa.  How can I get that product?”

Operator:  “You can’t”

Huh.  I can’t get a product that I clearly see on the website.  Even though that took me back a bit, I press on.

Me: “Oh.  Well, can I get it transferred between stores?”

Operator:  “No.”

Me:  “Umm… Okay, why does it allow you to add it to a shopping cart for online shopping?”

Operator:  “Well, some people make a list, print it out and bring it into the store.”

Me:  “No, they don’t really… Do they?”

Operator:  “I don’t know.  You can buy some products online but not all of them.”

Me:  “Where do the products come from?”

Operator:  “A central warehouse.”

Me:  “Okay, how can I get that central warehouse to send a blanket to Ottawa?”

Operator:  “They can’t.”

Me:  “Why?”

Operator:  “Because they don’t carry that item.”

Me:  “Okay, so why can’t I buy it online again?”

Operator:  “Because we don’t take credit cards over the phone or Internet.”

Me:  “But you just said some items can be purchased online and hence the reason the Ikea website says Buy Online.”

Operator:  “Only some items can be bought online.”

At this point, I’m confused.  Like… really, really confused.

Me:  “So, does Ikea not want to sell any product?”

Operator:  “Well yes, if you travel to that location you can buy the blanket.”

Me:  “I need to drive 2.5 hours for a $24 blanket?  Really?”

Operator:  “Yes.”

Me:  “Wow.  Okay.  So, does Mia Cullin, the designer of said blanket, realize that she’s missing out on potential sales due to Ikea’s distribution issue?”

Operator:  “I don’t know.”

Me:  “Yeah… Okay… I’ll go find a green screen / blanket somewhere else and I’ll be sure to notify Miss Cullin as well.  Thank you though for your time.”

Does anyone else not think that Ikea has a MAJOR distribution issue?

I don’t understand why they can’t transfer stock between stores.  I don’t understand why only some items can be purchased from the warehouse but not others.  I don’t understand why they’d prefer to piss a customer off rather than find a way to get product into the hands of the consumer.

Ideas?

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  • Dhaval Jani

    I also had similar issue with their website. I saw a small coffee table and I wanted to order it so I tried to order online… same thing cant buy it online. Tried to look up in stores and nearest store that had it in stock was about 65-70 miles and it showed 1 in stock. Dint want to drive all the way there so I dropped the idea of buying it from them.

  • http://www.bsetc.com Erin Blaskie

    It's pretty crazy when someone has to actually put forth effort to purchase something from a company. Man, I wish these big box companies would get it together!

  • reneemoore

    Yeah I had that issue with them too. I wanted to buy my mom a table and ship it o her in DC and I couldn't do that. I love about 30 minutes away from 2 IKEAS but that doesn't mean I always want to go into the store and buy something when I know I can get it online. They are definitely missing out on sales but not allowing everything they sell to be purchased online.

  • http://monkey-house.ca/ Greg

    There certainly seems to be a distribution OR communication issue. Plus that operator was a bit thick, which isn't strictly the fault of Ikea as an entity. But the issue wasn't the operator so much as the distribution. And yes, they've got something all messed up.

  • Anonymous

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  • http://www.bsetc.com Erin Blaskie

    Hi Greg!

    Thanks for commenting :)

    Yes, I agree — it was definitely a breakdown in communication or distribution or both. Either way, it's really unfortunate to see them preventing people from shopping at their store. Especially those who don't have access to an Ikea. Seems a bit like an exclusive club really.

    Erin

  • http://www.bsetc.com Erin Blaskie

    Renee – agreed! Sorry to hear that you too had a similar experience. :(

  • http://twitter.com/jprogers Joe Rogers

    Hi Erin,

    I too think Ikea has a flawed business model here… I'm also in the market for a green screen (which is how I came across your post), and it looks like my local Ikea (Stoughton, Mass – USA) has the item in stock. If you'd like, I could ship one your way…

  • http://www.miss-sly.com/ Miss SLY!

    wow!
    That is rather frustrating!!! Thank you for sharing.
    I just don't get it, I grew more and more frustrated as I continue to read your post…sigh. Hope you found a green blanket.

  • http://twitter.com/marobella Paul Marobella

    For many years, IKEA had a non-existent e-commerce strategy which always had me scratching my head. A brand like IKEA with limited brick & mortar locations you'd think would have a great e-commerce strategy with excellent usability & merchandise. In fact, I'd bet their e-commerce business could be larger than brick/mortar.

  • http://www.onelifenofear.com/ Entrepreneurs Blog

    Great story of big business being inconsistant with their brand. Ikea is suppossed to be convenient, good value and easy to deal with… This story just shows that in some cases execution of the coporate mantra is pretty poor..

  • Ant'ny

    Impressively bad customer service. Apparently no one at Ikea shops their own store via the web or phone. Someone needs to back to school and sit through Business 101 again.

  • http://bowmanmarketing.com Scott Bowman

    What a shame. You would think that a company with a foot print as big as IKEA, they would have a better unified distribution system. I'm actually kind of surprised.

  • http://twitter.com/DawnCullo Dawn Cullo

    What an adventure you had with Ikea! It is like they don't want you to spend money at their store, that is just wrong.

  • http://mobiledan.com MobileDan

    Do you still want it? Check the NYC area and I'll see if I can ship it…

    I've grown up on IKEA, and have actually watched the name get really big and now falter… Oh well… Still great stuff, but not as good as it used to be back in the day.. ;)

  • http://www.bsetc.com Erin Blaskie

    I actually got one but thank you!! I tested it out in my latest video parody of “I'm On a Boat” ;)

  • http://www.bsetc.com Erin Blaskie

    I did :) Luckily this super nice woman in Toronto decided to ship me one!

  • http://www.bsetc.com Erin Blaskie

    I totally agree with you!! They could increase their sales ten-fold if they had a better space in e-commerce. However, they don't and that makes them lose out on a lot of potential sales.

  • http://www.bsetc.com Erin Blaskie

    Thanks Dan! I actually already got one shipped to me (two in fact!) but thank you!

  • Elaine Faello

    So Erin did you ever get your blanket?? Did contact Miss Cullin, what did she say?

  • Marci

    Yeah, that is just stupid. I bought (what I thought was) an inflatable chair at an IKEA 2 hrs from home, and after getting it home, discovered that it was actually just the COVER, and that I also needed the inflatable piece that went inside. I could not buy that piece online, and damn sure wasn't driving back 2 hours to buy one stupid $20 item!

  • twstotland

    Oh my God, mine was similar. I am one of the dumb ones that printed out said item and went to the store. I spent over a bloody hour there; waited at every turn; and they had the WRONG PRODUCT in the WRONG BOX!!! My God, if I am that dumb at work I would get fired. It was like Obama's administration has taken over IKEA! We will never shop there again.

  • Taniarandall

    I had this problem too. I spent over an hour picking out all of the perfect items for my son's nursery on their website, only to find out I couldn't buy online, and I live in Nova Scotia – much too far to drive to the closest IKEA in Quebec! I called cutomer service and had a conversation very similar to yours where I kept thinking there must be a mistake, but indeed, no, they do not wish to sell 'textiles' to me online. However, if I would like to buy a new bed frame, they'll ship that. I don't get it.

  • amsunrise

    Yes, as if that comment was necessary concerning the OBAMA administration? Its apparent that your vote really didn't matter! Why? Because he's now the PRESIDENT. Chew on that!

  • Nlollyanne123

    I CAN'T see the pictues online!!!! Anyone have this problem…HORRIBLE tiny print!!!

  • Niecy

    Anything I want to purchase online says “Sorry you can’t buy it online”. ?????

  • Jstorm482

    how did u get it shipped?

  • http://pulse.yahoo.com/_JHG4HYZ7UJH5W6AHA54UXFJNTU Y!Aeatmyturd

    Ikea is stupid. “sorry, this item doesn’t ship”. I’m not driving to California to buy their stuff, so someone else gets my money. It is amazing that they’ll ship a bed or a sofa, but, they won’t ship a coffee table or lamp. Screw ikea!

  • Katherine

    I am having a similar issue right now where I would like to buy two nightstands that aren’t in stock at my local store. After seeing this I decided to go online and was excited because it said that the item could be purchased online. However, after putting the items in my shopping cart, and entering all of my shipping/billing information, it directs me back to my cart saying “One or more of your items are out of stock”. !!!!!!!!! Why have the item listed online and displayed in the store if it isn’t available and they’re not sure when it’s going to become available? It’s very frustrating as I love the piece, but am not sure it’s worth the effort and annoyance I’m going through. I’ve e-mailed the company and am waiting for a response.

  • Chelsea R.

    I am very upset that I cannot get the crib for my daughter shipped here. I will not be driving 2 hours to buy it either, so like a previous person said, “someone else gets my money”.

  • Drapoelsalon

    I agree that IKEA is missing out on a huge market to selling merchandise online.  Several years ago I saw a light fixture on the front page of their catalog.  I called to order, they said it wasn’t available anymore, but it was on the latest catalog front cover!  Anyway, I wanted the item so I asked if they could check another store.  They couldn’t.  Ok, so I called around at the time the closest store was in NJ, I’m in NH>>> thought they could ship it to me.  Nope.  So, turns our my father-in-law lived in Seattle, I called the seattle store, they had the light, I asked if I could pay for it over the phone and have my father-in-law pick it up.  Nope, and they would only hold it for a couple days.  Needless to say, I finally got the damn thing, but what a hassle!  I have to say that I LOVE the IKEA stores I just wish I could purchase online, the nearest store to me now is over and hour away….

  • Petra

    What a waste of time Ikea is online. they should have a section that specifies exactly WHAT you CAN buy online. I spent 30 mins browsing and everything I looked at from ornaments to linens was unavailable online. Wow, they lost me as a customer.

  • Petra

    Yes, I experience the same frustration. It’s crazy! What company limits it’s sales like that, pah!

  • Karmah5000

    At least you HAVE an Ikea.  There is not one within 4 or so hours from here at all. I wish there were, I really like their stuff.

     I’m trying to organize my home.  So, I wanted a simple 3$ spice rack (to use as a bookshelf) that would cost maybe a dollar or two to ship, but Nooooo.  Can’t buy it online.  I wanted a TV stand that I’m absolutely set on using as an entryway bench, but nope, can’t buy *that* online either.  Really Ikea?  It’s my understanding that most things you buy there have to be put together anyway, like a better quality Walmart piece of furniture.  So WHY do they refuse to ship?  Why do they hate me?  WHY won’t you expand your stores to more areas then?  GAH.  It’s like they’re anti-consumer.