Ikea I ended up back at Ikea on Monday to pick up some more stuff.

I have to say I really don’t like the place though. Aside from the main reason which I will come on to, they charge £30 for home delivery which seems crazy, Tesco are delivering my bed – on a Saturday – for like £6 and a lot of the stuff they currently have in the show room isn’t even available to buy anymore.

The main reason I don’t like Ikea however is how smug they are about how awful their customer service is. As if it is something to be proud of. They have big boards up saying “we aim to serve you within 8 minutes.”

8 minutes? Are you having a laugh? Even if you hit those targets, that wouldn’t be something to be proud of. It’s not like they even really have a Total Experience Time, that 8 minutes is just the time you spend in the queue just to get your stuff scanned through a till.

I know McDonald’s is a world leader in such areas but do you know what the target time for a customer queuing before they get to the till is? 0 seconds. A lot of the time they hit it as well, and most of the time a customer will be served within the target Total Experience Time target of 3 minutes – and that is to provide a full meal, not just to take payment for a few boxes.

It’s not like they can’t cope with the demand either, they have had 3-4 tills open despite having over 20 tills they could potentially open, both of the times I have been there recently.

Not impressed.



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This entry was posted on Wednesday, July 29th, 2009 at 1:08 pm and is filed under Reviews, Thoughts. You can follow any responses to this entry through the RSS 2.0 feed. Both comments and pings are currently closed.