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  • This furniture store is great, however their returns/exchange program needs a serious revamp. I love IKEA because you are able to assemble inexpensive, quality, furniture inside your home without having to worry about delivery fees or getting furniture through small door frames. I have always had wonderful experiences with IKEA, however the last piece of furniture we bought was defective. We opened up the box to see a split in the wood. We called customer service... and we were on hold about 90 minutes just for them to tell us to bring the split wood piece and our instructions to the store and they would give us a replacement there. Unfortunately, they have the exchanges and returns in the same line! So even though the defective part was their fault, we had to pay the price and wait in a 2 hour line just for them to help us, and then wait another 30 minutes as they ran around trying to find the piece. I understand that defective parts happen, however, the fact that we had to wait 90 minutes on the phone and then 2 1/2 hours in line was outrageous. This is a wonderful brand and company, but I really hope management decides to put a notice as to what to do with broken parts, and put exchanges and returns in 2 different lines so that the wait isn't so terribly long.
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