IKEA — Local services in Covina

Absolutely trash experience ordering from the Ikea website and have orders fulfilled by the Covina location. Despite this being an online order, you will see in the details below why this review is tied to this specific location.

June 5, 3PM: Order placed on ikea.com/us. We specified that we want to pick it up from the Ontario California design planning and ordering location and the order confirmation page mentions that it will be available for pick up next day between 11AM-7PM.

June 6, 11AM: I call general Ikea support (as no number is available for the Ontario location) because the tracking page still says that the order has been received but nothing about it being packed, dispatched, or on the way (all valid statuses according to the tracking page). The support rep informs me that the order is on the truck and we can expect a status update via email and text once it is ready to be picked up form the Ontario location. They are not able to provide a reason why the online tracking page is not updated.

June 6, 6PM: The tracking is still not updated and we have not gotten any notice that the order is ready, but the pick up location closes in less than an hour. We decide to drop by Ontario because there is no indication that the order will not be ready for pick up today as promised at the time of the order being placed. They confirmed that the order never even made it into the systems for the Covina location and definitely will not make it onto a truck and shipped over to here before the close. We get on the phone with Support who confirm the same thing and they let us know that they we can place another order and they will cover the charge of expedited shipping to our house rather than to a pick up spot. The new order is placed and paid for, and they confirm that our new delivery is for Sunday June 8.

June 7, 5PM: I get an automated call informing me that the delivery window will be Sunday June 8 3-5PM.

June 8, 4PM: No other notices via phone, text, email, or otherwise that the package is on its way. We get on the phone with customer service who tell us that the truck containing our order broke down. They assist with creating another order for us to be shipped to our house today which we got a receipt of via email. They also inform us to expect an email from the shipping company with a delivery window before tonight. At this point, it is 48 hours after we were originally supposed to get our order.

June 9, 10AM: Online tracking for the newly created order was still not updated and no notice was received by the shipping company with a shipping window, so we are losing hope it will be delivered today. On our THIRD call with customer service, they AGAIN informed us that Covina never received or processed our order. It is now 4 days since we placed the order online, 3 days since we should have gotten our order initially. Within this hour, we refreshed the tracking page of the order and it still says Order Received, with the updated delivery being Wednesday June 11, which would be 5 days after we were supposed to receive our order initially.

June 9, 10AM: Online tracking for the newly created order was still not updated and no notice was received by the shipping company with a shipping window, so we are losing hope it will be delivered today. On our THIRD call with customer service, they AGAIN informed us that Covina never received or processed our order. It is now 4 days since we placed the order online, 3 days since we should have gotten our order initially. Within this hour, we refreshed the tracking page of the order and it still says Order Received, with the updated delivery being Wednesday June 11, which would be 5 days after we were supposed to receive our order initially.

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Further updates cannot be included in this review due to the character limit, so I am including a link to the review I made on Yelp which has no such limit:...

As a customer who truly appreciates IKEA, I’d like to share my review in the hope that it contributes to improving your service.

First, I’ve always appreciated IKEA’s reasonable prices and fresh, modern designs. I also noticed that the new food display section was relocated near the plant area before checkout, which made the store flow much more organized. It allowed me to select frozen food items at the end—just as I had planned.

The addition of more self-checkout counters was another welcome improvement—quick and convenient.

To end our visit, we ordered ice cream and pizza. The kiosk ordering system made the process fast and accurate, and despite rising food prices everywhere, the affordability of IKEA’s food offerings is something I genuinely appreciate.

However, what followed was deeply disappointing.

When picking up our food, we saw two plates of pizza and our ordered ice cream placed on the counter. I tried to take one of the pizza plates, but I was abruptly told “No” in a rude tone. It was clear that one pizza was old, cold, and hardened, while the other was fresh, hot, and soft. I politely asked if they were different pizzas. I was told they were the same, and was forcefully told to take the hardened slice.

I took a photo of the pizza to document my experience and returned to my table to also take a photo of the receipt and menu.

Soon after, a staff member from customer service named Bobby (I’m not sure the spelling) she approached me—with another man who looked intimidating, not wearing any IKEA uniform. Bobby told me not to take pictures and to “not cause issues,” which I found passive-aggressive and unacceptable. Her tone was masked with false politeness, and the man accompanying him stood behind me in an unsettling and coercive manner.

All I wanted was a warm slice of pizza.

But the entire experience felt humiliating—almost discriminatory—and left me feeling extremely uncomfortable.

I have read nearly every review over the past year and noticed a growing number of 1-star reviews on Yelp recently. This is not a coincidence.

I sincerely hope IKEA continues to automate and improve all customer service processes—so that no one has to go through such a demeaning...

The employees within the different departments throughout the store were great. They were friendly and helpful, I was provided with assistance and had questions answered which aided in my purchases. However, it was unfortunately overshadowed by my checkout experience. A rude associate named Alex who was at the self checkout provided less than satisfactory customer service. It first began by him scolding my 3 year old autistic son. My son was messing with a sign and instead of letting me know or simply saying not to touch the sign. This associate began to tell my son not to touch the sign and how it was not a toy, and continuously berating my son. I asked him to please notify me because I did not appreciate the way he was speaking to my son. I had my son and daughter (2&3 y.o) who are potty training , I had to get them to the restroom and forgot my belongings at the checkout. I notified another employee at the entrance that I would be back to grab the items, but needed to take my kids to the restroom. Upon returning to the checkout area, I had another poor encounter with Alex. I let him know what the situation was and that another employee had reached out. He went to the register over to retrieve my items. I noticed a lid was unaccounted for and let him know. He then went to retrieve it and upon coming back he then asked me for my receipt stating I said the lid was included as a set. I told him I had not and I had paid for the lid. And he had given me all of my other items already but now he was requesting the receipt. I was able to provide it and prove I had indeed paid for each lid. His actions were very accusatory. Had he not forgotten my lid he wouldn’t have checked my receipt. Had he done it in the first place I wouldn’t have thought anything of it, but the fact that he did it afterward with the thought that I was stealing is what upset me. I hope there are corrective actions to teach associates like him the proper...