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  • - And I went to go look and I had a dent right in my hair.

  • (whimsical music)

  • Hi guys, my name is Denzel

  • and I've been at Ikea for two years

  • and I am here to tell you guys a horror story.

  • So, the department that I was in, it was in Returns.

  • We have this main policy where it's 365 days a year,

  • you can return anything you want.

  • You can return the entire store if you want to, okay.

  • Usually a normal day in Ikea

  • is like when people just expect to get their money back

  • even without a receipt

  • and that's how the stories just be arising

  • because I can't give you something

  • that I don't have proof for, baby.

  • It's just, what?

  • Any who, a gentleman came over to my express lane

  • and he wanted to return his mattress.

  • You can return your mattress if it is covered,

  • it has this plastic still on it,

  • for your money back that you paid for it,

  • like with a credit card, debit card,

  • cash, money, whatever you used.

  • If you did not, then it's open,

  • then we have to give you store credit for the item.

  • So, the gentleman came over to my express lane

  • and he had his mattress on the cart.

  • It was opened but it was still like in good condition.

  • The gentleman came up to me and he was like,

  • "I want a return.

  • "Return now."

  • And I was like, "Why you talking to me like that?

  • "I didn't do nothing to you."

  • But, any who, I was like,

  • "Okay, yeah, sir, we can help you out.

  • "Do you have your receipt with you?" "No, no receipt.

  • "Return now."

  • And I was like, "Okay, sir, I'm trying all that I can.

  • "I'm so sorry.

  • "How about we go to our portal?"

  • So we have this portal we can look at your receipts

  • for within two years back.

  • After two years we can't go any further.

  • So, then I was looking for his receipt, could not find it.

  • My manager just came over

  • and was like, "Hey, Denzel, just give it to him."

  • I was like, "Okay, cool, yeah, yeah, sure, why not."

  • And then I told him that I can give him

  • store credit for the item instead and he went off.

  • He was like, "I don't want store credit.

  • "Give me cash now."

  • And I was like, "Sir, I'm sorry, I cannot do that for you.

  • "If you could find your receipt,

  • "maybe we can work something out with our managers

  • "but I just can't."

  • He was like, "No, no, no, no, no.

  • "No, no, where's your manager?"

  • And hit the table.

  • So, the manager came over,

  • told him exact thing that I told him.

  • He was like, "This is so stupid."

  • And I was like, "I can only do so much."

  • So, any who, they conflicted everything with each other

  • and then my manager left

  • and before I can even give him his refund,

  • we have to give you a plastic slip

  • in order to put the mattress inside of it.

  • This man gonna put his damn mattress on my counter

  • and he hit my computer and it went crashing.

  • (glass shatters)

  • Another thing, keep in mind, I had my hair in a flat top.

  • It was like Kid n' Play style, whatever.

  • As he was putting it on, he hit my upside my head.

  • So, then it just came to a point

  • to where I was like, I can't do this.

  • My adrenaline was rushing.

  • Any who, so I like, walked away and then he left.

  • After I was done, we have this mirror

  • in the back of our spare parts department

  • and I went to go look and I had a dent right in my hair.

  • - [Female Voice] You had bed head.

  • - Pretty much.

  • (laughs)

  • - Hi, my name is Jonathan.

  • I've worked at Ikea for 11 months now

  • and I'm gonna tell you a horror story.

  • All right, so it was a normal, regular, average day

  • at Ikea in the Returns department, said no one ever.

  • So, my first customer comes up.

  • It's a couple, they're really nice,

  • "Hi, we did a whole kitchen order

  • "and one of our cabinets is the wrong size

  • "so we need to return it."

  • "Absolutely, I can do the return for you.

  • "Are you going to order another size?"

  • "Yes, we already know the measurements."

  • "Okay, great, I can return it to store credit for you

  • "and then you can apply it,

  • "that way you don't have to wait for your refund,

  • "your money to come back."

  • So, start the return, "Do you have your receipt?"

  • Perfect, type everything in.

  • I remember that they said that they already knew

  • the size that they wanted, so I said,

  • "I'll go ahead and create a new order for you

  • "so you don't have to go back into the store,

  • "go upstairs, go to the Kitchen department."

  • Trying to be nice, trying to save them time.

  • I was like, "So, you just need the cabinet, right?"

  • "Yeah, yeah, yeah, we just need the cabinet.

  • "Oh, right, yeah, we are gonna need the cabinet door

  • "in a different size, as well.

  • "Oh, we had a drawer in it, as well.

  • "Yeah, oh, right, we do need the drawer front.

  • "We need the shelves, we need two shelves."

  • So, I don't know if you've ever shopped at Ikea

  • but everything is a la carte.

  • Everything.

  • So, I'm basically building this kitchen cabinet

  • from scratch, piece by piece.

  • The order's created and so I just go through everything,

  • each item, one by one.

  • I'm like, "Okay, so I have this in this size."

  • They're like, "Yes."

  • "I have this in this size."

  • "Yes."

  • At this point, it's been like maybe 40 minutes.

  • So, if you ever go to Ikea and you make a return

  • and you're wondering why you're waiting so long,

  • this is why.

  • I reviewed the order, everything's perfect.

  • They've signed off on everything,

  • all the sizes, everything's correct.

  • I go to print, look at my screen,

  • the order's gone.

  • Disappeared.

  • Doesn't exist.

  • Like it never happened.

  • But, it did happen because I just spent 45 minutes on it.

  • I was there, I was asking the questions, piece by piece.

  • The frame, the door, the drawer, the door front,

  • and the shelves, the whole thing.

  • So, in my mind, I'm thinking to myself,

  • "Oh my God, what do I do?"

  • There's no way I can recreate this order,

  • that's another 45 minutes.

  • I'm gonna miss my break.

  • Everyone's staring at me.

  • There were only like five customers in line,

  • now there're 25 customers

  • because I decided to go above and beyond

  • and give good customer service.

  • I felt like the weight of Ikea

  • and all of Sweden was on my shoulders.

  • I was like, okay, what I'll do,

  • trying to be smart, I'll create another order

  • and then try to go back like three or four order numbers

  • to see if the orders are in numerical order.

  • Spoiler alert, they're not.

  • So, there I am, I've spent like 45 minutes

  • trying to be nice, trying to help these customers,

  • trying to save them time

  • and guess what, they had to go upstairs, through the store,

  • back to the Kitchens and do the whole thing over.

  • I was so embarrassed.

  • I felt so sad.

  • They lost all faith in me at the end (laughs).

  • I was like, "So, do you still want it on store credit?"

  • They were like, "Nope, we want it back to the card."

  • I was like, "Yep, understandable, yep.

  • "Got it, yep, you'll be getting a full refund.

  • "So sorry."

  • And, that's what you get when you go above and beyond

  • for customer service.

  • - Hi, I'm Tyler.

  • I worked at Ikea for one year

  • and I'm about to tell you a horror story.

  • So, normally at Ikea, I'm in Customer Service,

  • so I work the cash registers

  • and assisting with customer service.

  • Summer sale, weekend, five items or less.

  • I'm checking items.

  • Normal day, old lady's got some candles.

  • "I'll take those candles for you."

  • Start to hear a ruckus in the back of the line.

  • It's pretty far back, nothing too crazy.

  • Still scanning those candles.

  • The ruckus is being caused by a man in a wheelchair

  • and a woman in a scooter

  • and one of them cut in front of the other person

  • and they are very upset.

  • As I'm scanning the candles, I'm thinking,

  • "Go to a different lane.

  • "Please go to a different lane.

  • "Maybe you forgot something.

  • "Go to a different lane.

  • "Do not stay in this lane." (laughs)

  • I realize that I'm going to have to do something,

  • besides scan candles.

  • I step out, I go back there, try to diffuse the situation.

  • I'm not great at conflict resolution.

  • I tell them, "Hey, could we not do this?"

  • That did not work, that made it worse.

  • I would call Security but I'm pretty new at this point,

  • so I don't know the Security number.

  • Probably should have learned that.

  • Did not.

  • No one is there to help.

  • I'm scanning as quick as I can

  • to get these people through the line.

  • There is now talk of violence.

  • I'm not sure how, maybe running over each other's toes.

  • I tell them, "Look, here's what's gonna happen.

  • "I'm gonna scan your items "and I'm gonna scan your items.

  • "I'm gonna scan them as fast as I possibly can

  • "so that we can get this over with."

  • They're still mad about that.

  • Also mad about the order I chose.

  • Luckily, someone caught wind of the trouble,

  • Security is now called and hanging out behind me,

  • just waiting so that they can be escorted out.

  • I scan the items.

  • It is successful.

  • They are still upset, but not at me anymore.

  • There was a fight in the parking lot that day

  • but I don't know if it was them.

  • It could have been a completely separate fight.

  • Not confirmed, that's rumor.

  • - And yeah, that's life at Ikea.

  • (whimsical music)

- And I went to go look and I had a dent right in my hair.

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IKEA Employee Horror Stories

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    Summer posted on 2020/04/28
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