Does IKEA home delivery always suck?

Shopping at Ikea

Originally uploaded by tyfn.

I like IKEA. I’m not the sort of Tyler Durden whose going to blow up his apartment because the assembled Swedish furniture insults his political views. The furniture is generally pretty good, priced okay and who can get mad at the Swedes? Not I.

My recent trip out to the Coquitlam IKEA however was a bit more annoying than usual. Having bought something that was not going to be able to fit in my car, at least not with a passenger and the girlfriend just would not agree to taking transit back home, so I thought I’d give the home delivery a try. IKEAs in the lower mainland are always advertising the fact that home delivery anywhere within the Lower Mainland is only $39.

$39 anywhere within the Lower Mainland, except apparently Vancouver.

They weren’t able to explain to me how Vancouver failed to fall in the Lower Mainland, but it was only ten bucks extra so I was not going to argue. They asked when I wanted it delivered, and offered a few times all with the sort of vaugeness of a cable installer. 4 pm – 10 pm? That’s a good six hours of time there that I’d be waiting on my couch for the delivery guy, but that’s fine. I understand, so I picked the next day from 9 am – 1 pm.
The next day when they did not show up I looked at the paperwork to discover that they had filled out the correct day on two pages in every slot but one. Phoning I discovered that they had actually schedualed it for the next day, a day that I couldn’t be home during that 9 – 1 time slot. I asked if I could change that to the 4 pm – 10 pm slot, and I was told that I couldn’t.

Me: You mean there’s no what I can get it delivered later that day after someone there screwed up the schedualing.

IKEA Guy: No. To do that you’ll have to go back into the store and pay the $39 delivery fee again.

Me: It was $49, and I can’t drive out to Coquitlam today to pay for a delivery charge that I already paid. What else can I do?

IKEA Guy: You can cancel the order.

Me: Do I get my money back?

IKEA Guy: No.


IKEA Guy: If you have a car you could pick the products up yourself and take them home.

Me: If I wanted to do that I would have done that when I was there with my car.

Finally I thanked him and hung up. I then called back two hours later and spoke with someone else who let me reschedual the delivery with no extra fees and without having to drive to Coquitlam again. Which is why I always believe that if a large company’s customer service won’t do something for you, just call back later and pretend the first conversation never happened and you’ll get what you want.

But does anyone know why randomly the city of Vancouver costs $49 for delivery rather than $39? Also anyone else have any nightmare stories of IKEA home delivery? My co-worker told me that he bought some furniture online and they sent it from Calgary, and it took 3 months to get to his place despite the fact that they had stock at both Richmond and Coquitlam stores. Are we just unlucky?

12 Comments so far

  1. Raul (unregistered) on October 12th, 2007 @ 2:40 pm

    They suck. I do have a story but since the IKEA item is not mine I don’t think I should share it in the blog :)

  2. wyn (unregistered) on October 12th, 2007 @ 2:51 pm

    I’ve had IKEA deliver twice – once was my entire apartment set, the next time just a couch. Neither time was I charged more than the Lower Mainland price (maybe you got the Downtown Special?) but they were a running late both times and exceeded the window by an hour. I’m not griping about it, though.

  3. cflores (unregistered) on October 12th, 2007 @ 3:56 pm

    i live downtown and shop at the IKEA Coquitlam. i’ve had a number of things delivered after moving recently and it was ALL smooth sailing. it was the standard $39 rate, and there were no issues with the actual delivery (they contract that out). you may have been speaking to some misinformed/disgruntled employees!

  4. Patricia (unregistered) on October 12th, 2007 @ 4:02 pm

    You should check with the Richmond Ikea. I recall last year that they started a Ikea shuttle service that would pick you up at the loop in Richmond and if you purchased at least $150 they would deliver half price or if you spent over $300 delivery was free all you had to do was show the receipt from the ikea shuttle. This was just for furniture, I’m not sure if they still have this though.

  5. Tod Maffin (unregistered) on October 12th, 2007 @ 4:53 pm

    That’s nuts.

    I remembering trying to order something from the web site and being told it would take up to three weeks and $129 for delivery.

    Apparently, they ship all orders from Montreal. Even if, as your co-worker said, it’s in stock right down the road.


  6. Jeffery Simpson (unregistered) on October 12th, 2007 @ 5:38 pm

    Once they reschedualed my shipment, after calling back, everything went fine.

    It’s the Kennedy Cuban Missle approach, just ackowledge the conversations that you want to and ignore the ones that don’t suit you.

  7. Ryan Cousineau (unregistered) on October 12th, 2007 @ 8:57 pm

    Jeffery: the extra “Vancouver” charge is your just punishment for living in some freak-region that far from the nearest Ikea.

    Yeah! Score one for the boonies! In your face, Yaletown!

    Now, if you don’t mind, I have to go back to keeping the wolves from the door.

  8. ron c. (unregistered) on October 12th, 2007 @ 10:36 pm

    Here’s the rate schedule from the website – which shows a $39/$49 split.
    Maybe the $39/$49 split is based on distance.

  9. jacu (unregistered) on October 13th, 2007 @ 10:07 pm

    Hi Jeffrey…
    The $39 rate is a ‘discounted’ rate (if you want to think of it that way) for same day delivery only, and only for certain areas of lower mainland. You can only get this rate if you make your purchases before the cut off time (around 3 pm?). They have this discounted rate in order to get the products out the door, due to limited space. For those who can’t do it the same day, want the choice of picking the specific day (beyond the day of purchase), or live beyond the $39 same day zones, then the rate starts at $49 and beyond.

    Also, unofficially, Vancouver is right next door to the Richmond store so they can offer $39 to Vancouver customers. Shorter distance, if you think about it, it kinda makes sense.

    If you go to and check out the other stores’ rates, we have it pretty it good. In fact, it’s the cheapest in Canada!

  10. Moe (unregistered) on October 15th, 2007 @ 6:07 pm

    Or you guys can just go to Staples
    I have bought a few furniture items from there and they have always given me free and timely deliveries.

  11. Erin (unregistered) on October 17th, 2007 @ 8:22 am

    I’ve done it twice and had no problems.

    Just don’t order online. I tried to order a bed from ikea online and they said they were going to ship it from Quebec – despite having it here in Richmond and Coquitlam. For online orders, they only send stuff from the warehouses (Calgary and Quebec I believe).

  12. darren (unregistered) on October 22nd, 2007 @ 2:38 pm

    I had a similar delivery ‘issue’ with Moe’s furniture regarding a table they had delivered to me and damaged. It took over two months to get it replaced…not fun, especially when it’s their fault.

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