IKEA has received backlash from upset customers as the company’s sluggish e-commerce transition has kept many waiting and disappointed, according to the Wall Street Journal.
In May and April, U.S. e-commerce sales grew by upwards up 60 percent each month, in comparison to the same months’ results last year, based on data from Rakuten Intelligence. IKEA’s “Click & Collect” service lacks any available time slots, and deliveries are being delayed by more than a month. One can try calling the store, but phone-lines are overwhelmed. Now, IKEA is only accepting emails to cancel orders.
Tess Lundgårdh, who ordered a $300 pickup service in early March, said, “We don’t have any problem with the waiting. The thing is that they’re not communicating.”
On May 22, IKEA announced it was recalling furloughed U.S. retail employees to help the company complete its massive amount of online orders, as well as assist in customer service. IKEA’s head of U.S. retail, Javier Quiñones stated that online orders have doubled since March 17. In a statement, he said, “We are making changes to improve the experience going forward, and we promise to keep working on it.”
While the company has shifted to a different e-commerce platform, many customers still find it unbearable. One customer, 55-year-old Robert Wilson, said, “Their online portal is just terribly constructed.”
Shoatian Dong, who wrote a code that checks IKEA pickup availability every minute, now has 18,000 fellow customers using his code to make purchases. He said, “If they had a better engineering team I wouldn’t have the chance to do this.”