Los Angeles, CA
After a long round trip trek to IKEA in Friday afternoon traffic we unpacked a couch that had been so damaged by a forklift it was shocking that they took the time to pack it up again (and obscure the damage with the packing). Drove all the way back in Friday late afternoon traffic and was told they would pull one of the 14 couches in stock.
We were then told that they in fact did not have 14 couches, they had one and they couldn't get to it while customers were in the store. No forklifts allowed while people are around. Ever been to Costco? Then they made the gratuitous suggestion that we go to dinner and come back at 9:30 to pick up the couch. I suggested that they buy us dinner, like real customer service and instead they gave us $20 for gas. I gave them their $20 back. Its just too insulting.
I asked John if I could speak to his manager and he made a call. A woman shows up, puts on a tough act and then it turned out she was his underling.
So when we agreed on the delivery time for the replacement couch we were very very clear that they would have to use a small truck since we live in the hills with narrow streets and we have an even more narrow driveway. They assured us that this would not be a problem. Sure enough this morning I heard an 18 wheeler in the distance trying to navigate our hills. The poor delivery people had to walk the replacement couch all the way to us on foot.
This ridiculous odyssey could have been avoided had someone not obscured forklift damage of a cheapo couch.