IKEA Customer Support

A bit ago, I had three Billy bookcases delivered from IKEA.

After assembling said bookcases, I realized that I had an extra bookcase box. Trying to be a responsible citizen, I contacted IKEA via online chat.

I think our chat might prove the existence of aliens or the AI takeover of customer service or my inability to communicate. Mostly though, it’s funny.

Hej (Hello in Swedish),

System: Please hold, we’re connecting you to IKEA live chat

System: We are currently busier than usual at the moment.

System: We are currently busier than usual at the moment.

System: We are currently busier than usual at the moment.

System: Thank you for contacting IKEA Customer Support Center! How may I assist you?

Customer: I received a delivery today and it had an extra bookcase

System: I understand that you received your delivery today and noticed that an extra bookcase was included that was not part of your order. I apologize for any confusion this may have caused.

Please share the pictures of the extra item which has been delivered.

Customer: You would like a picture of the box?

System: Please share the picture of the box.

Customer: [shares picture of box]

System: I’ll arrange the return pickup order for you, please confirm your address to ensure accurate delivery.

Customer: Can I keep the extra bookcase?

System: As the extra item has been reported, we currently have two options available for you:

1. We can arrange a return pickup from your address.

2. You may return the item to your nearest IKEA store within 180 days of receiving it.

Customer: Can I purchase the extra item?

System: Yes, if you wish, you can place an order for the additional item directly through our website. Alternatively, if you would prefer, we can help arrange the order for you.

Customer: How do I order a bookcase I already have?

System: I would like to inform you that the extra item that was delivered can be returned. However, we are unable to accept payment for an item that has already been delivered outside of the original order. If you would like to keep the item, we kindly ask that you visit your nearest IKEA store, where they can accept the payment in cash.

Customer: What if I can’t return it to a store?

System: If you do not wish to return the shelf, you may keep it.

Customer: Great. I will keep it.

System: I hope I was able to answer all your questions. Is there anything else I can assist you with?

Customer: No, thank you for your help.

System: It was my pleasure to assist you on the chat. Thank you for selecting IKEA.

Best regards,

IKEA Customer Support Center

Photo by Adam Kolmacka on Unsplash