or were they being total 'jobsworth' meltdown in Ikea

[Ceci03]

So bit of a long one but... I applied for the ikea finance thingy, it's no interest so seemed good. Got the virtual card - its like a bank card, and on the website it said you had to show it at the till and then they would key in the numbers. So went on Fri eve, took about 3 hours to do all the shopping, mainly a bed, but you know what it's like there. Got to the till, and the guy said I had to have the app. What app? Ikea finance app, he said. So there I was trying to download this app at the till with people queueing behind me. When it finally downwloaded it said I couldnt use it as it needed 14+ update.

So then a 'manager' came over and said I could "do it" online. So she directed me to this website for the finance company. But I couldnt log in as it said I needed a family card number, but I don't have a family card.

She suggested I go over to the doors to get better reception on wifi. I said it wasnt the wifi that was the problem!

I then tried to login in the ikea finance website, but for some reason my phone kept doing the 'circle of doom'. - When I got home I tried it again, and it still did it, only conclusion is that my phone isn't new enough.

So I begged her, to let me use the card. She said no as she "didnt know it was me". So I had to just leave all the stuff and go home.

So back again on Saturday. I tried logging in on my laptop, which is how I applied for the loan and it worked perfectly. So I rang customer service, and said could I show my laptop at the till, no problem.

When I got there to be sure, I found a manager at the till, and explained the problem. I said I didnt want to do all my shopping and then get to the till and the same thing happened, so could I show her beforehand. OK she said. So I pulled out the laptop but couldnt login!!!!!!!!! I think it was the ikea wifi wasnt strong enough. So I went away and was able to connect using my mobile hotspot. Went back and tried to find her but she kept moving away and chatting to her colleagues and ignoring me. In the end after about 15 mins of me standing there trying to get her attention I went up and said 'excuse me' and tried explaining again. I showed her how I had logged in, and she could see the card etc. But... she said the rule was I had to show it at the till when I got there. I said but what if my laptop plays up and I cant get logged in, you've seen it now, cant you say that I can definitely use it? No, she said. I said that it didn't say anything about that on their website, and shouldnt it be a bit clearer. She said no, it was very clear, and nobody else had ever had a problem. It was getting a bit heated now, well I was getting upset. I asked her a few more times but she wouldnt budge. I jsut burst out crying, I was just at the end of my tether. I felt like screaming at the bloody mindedness of the whole thing. Eventually another manager came over, and he took me to a seat, and he phoned another manager, and then another manager, and eventually they said ok, they had seen me login, and "knew it was me", and if I did my shopping I would be able to use the card.

I'm still upset, stupid I know. I'm thinking as well is this just discrimination against people who don't have top of the range phones? I mean my phone works perfect for everything, just not this for some reason. It's a 12 update I think. So it's not ancient or anything. Surely they need to have some flexibility if the technology is not working?

Thanks for reading if you've gotten this far. I honestly don't know what I could have done different...?? I've tried to contact the bank they set up, Ikano , but impossible to get a response...

@callmeadoctor Ok, so realistically, unless you want to run really fast games or things that require augmented reality (I know I mentioned, but these would be REALLY specific things, allowing your camera to look at your living room and then allow something to appear in your space - like furniture you can move about or Google has one that allows an animals to appear and move around on their own), then 8.1.0 should be fine for a while yet. Many, many apps are still working with Android “5.0 or later” (Facebook, Spotify, the normal IKEA app) and you have 8. I would say that you may need to update your phone by probably 2023.

As for magnification, I may be wrong here, but I thought that was a function of Android, which is your operating system, not your specific phone. So you shouldn’t be tied to one model. But I could definitely be wrong and don’t know enough about moto g, which one it is, etc. I do know Android OS has magnification as an option, built into their accessibility settings.

Tbh I think all phones released these days have magnification features under accessibility options, as well as having features to make it easier for those who want options to make it easier for hearing and touch features, and there’s also plenty of third party apps out there to download. I know someone who controls their phone only with their eyes and voice due to disability.

I empathise 100%. While many people have smooth positive experiences with these new technologies, there are many unseen events of non-success regarding them. For me, installing only 5 apps for my 5 favourite shops is more inconvenient than just have 5 plastic tabs on my keyring. The same goes for payment systems - I just prefer a plastic card. Many times with apps there are snags, such as waiting for updates (just at the time when you need it in a hurry), no signal (like in downstairs Ikea), out of memory (if you take a lot of photos/videos), incomprehensible data privacy settings, forced adverts and more besides. At least with a plastic card, I can avoid these stresses and pop in and out of the shop without any ado.
Sounds like you had a harrowing experience. If I were you, I would write to Ikea head office to politely complain about it. They should appreciate the honest feedback.

[quote RightYesButNo]@callmeadoctor There are a few types of moto g. The thing we’re talking about (I’m not trying to patronize you, in case you already know this) is the “number” that refers to the version of your phone’s operating system. So the very first Android operating system on phones back maybe 10 years ago might have been 1.0. Right now, the “latest” system is 11.0. Many apps in the Google Play App Store will work on either “5.0 or later,” “9.0 or later” or, if they use something very advanced like augmented reality, they might require “11.0 or later” (these will not be normal apps like Facebook, banking, Amazon, etc).

I’ve googled your phone and I think (think) you should to go to Apps, then settings, then about phone, then android version, and that should tell you what “version” of the OS you have. If it’s later than probably 8, you shouldn’t have trouble for a while?[/quote]
That's a helpful post! Thank you for this. (And, no, it was patronising at all.)

Sorry but if I was you I’d take my spend elsewhere and call customer service to leave feedback. Plenty of stores offer credit. We bought our beds from Furniture village on credit and no hassle at all took 30min to choose the bed and 20 mins to process the credit. BTW, I love Ikea and I’m a loyal customer. It’s terrible to hear your experience.

Could you not have taken someone with you who can give their phone to login to Ikea site?

[quote RightYesButNo]@callmeadoctor Ok, so realistically, unless you want to run really fast games or things that require augmented reality (I know I mentioned, but these would be REALLY specific things, allowing your camera to look at your living room and then allow something to appear in your space - like furniture you can move about or Google has one that allows an animals to appear and move around on their own), then 8.1.0 should be fine for a while yet. Many, many apps are still working with Android “5.0 or later” (Facebook, Spotify, the normal IKEA app) and you have 8. I would say that you may need to update your phone by probably 2023.

As for magnification, I may be wrong here, but I thought that was a function of Android, which is your operating system, not your specific phone. So you shouldn’t be tied to one model. But I could definitely be wrong and don’t know enough about moto g, which one it is, etc. I do know Android OS has magnification as an option, built into their accessibility settings.[/quote]
Thankyou, really helpful x

@plodalong12

Tbh I think all phones released these days have magnification features under accessibility options, as well as having features to make it easier for those who want options to make it easier for hearing and touch features, and there’s also plenty of third party apps out there to download. I know someone who controls their phone only with their eyes and voice due to disability.

Thank you too x

Technology seems to be the cause of much stress, it drives me bonkers! If possible I research what I want telephone/order/arrange delivery/pay. It's quicker and less stressful. Yanbu op, lousy app lousy customer service. Avoid take your custom where it's valued!

@melj1213

Surely they need to have some flexibility if the technology is not working?

If it was a discount code, promotion or something similar then flexibility is an option but for financial services there are strict rules they have to follow and you can't just fudge the system.

I work in a supermarket on customer services - there are a lot of things that I can work around or play the system to help a customer out, but one of thr few things I cannot get around (and would not be risking my job for) are financial regulations and the law.

This! Anything to do with finance is a tough call! We have so much to do/say to make sure we stay legal. It's horrible upsetting customers, but the fact they had to ring another two managers shows the importance of getting it right. X

14+ is that not the operating system rather than the age or model of the phone. Are you able to update your operating system so that you can get the app?

That is terrible customer service, and ignoring you and moving away too, that is just silly on their part. Even if you did not fully understand, they could have sorted that whole situation much easier, quicker and with less stress for everyone. Infact it's unacceptable because they basically humiliated you. If I'd have been another customer witnessing any of this, I'd have left my stuff and walked out. As someone else said, they are very lucky that you went back!
This may not be discrimination under the equality act, but it is certainly about being treated differently if it comes down to not having access to sufficient technology, I.e., a newer more expensive phone to be able to access their service, especially when you consider how they dealt with the situation. For example, a doctor's surgery may require people to use computers to arrange a consultation with the GP, but if you don't have access, because if a poor WIFI signal, or your computer or phone isn't up to the task, they allow you to make the appointment over the phone. This may be slightly different in that is about accessing health services, but essentially it is the same reasoning as to why this might be difficult, and demonstrates how any service should adapt their approach. It should not depend on whether you can afford a better phone, or computer or whatever. And their WIFI ought to be up to speed too if they are expecting customers to use it to access a service which they offer. This might be more of a consumer issue, but there are still points to be made based on how they treat customers based on certain factors,.

It sounds like you can just update your phone. Assuming it's an iPhone so you can do the latest iOS 14 update and there just wouldn't be an issue. You don't need the newest phone, just update yours.

I think the point is that they handled it really badly. OP was having general probs with the WIFI in store too.
My phone is a few years old and has all it's updates and is still now beginning to be problematic with regards to being able to download certain apps. I probably do need a newer phone, but can't afford it. I'd probably be in a similar, or even worse boat to the OP if I tried to do what she did. The store staff could have been a lot more helpful and shown more initiative in problem solving. At one point a member of staff was by the sounds of things, ignoring the OP and moving away from her, which is both rude and odd. It certainly isn't how to treat a potentially paying customer. I run a business, and would never treat my customers like that! It seems they just couldn't be arsed until she got upset and they had a scene to deal with.

@RincewindsHat

It sounds like you can just update your phone. Assuming it's an iPhone so you can do the latest iOS 14 update and there just wouldn't be an issue. You don't need the newest phone, just update yours.

RTFT!!!

@RincewindsHat

It sounds like you can just update your phone. Assuming it's an iPhone so you can do the latest iOS 14 update and there just wouldn't be an issue. You don't need the newest phone, just update yours.

You cant do that though

@Ceci03

So bit of a long one but... I applied for the ikea finance thingy, it's no interest so seemed good. Got the virtual card - its like a bank card, and on the website it said you had to show it at the till and then they would key in the numbers. So went on Fri eve, took about 3 hours to do all the shopping, mainly a bed, but you know what it's like there. Got to the till, and the guy said I had to have the app. What app? Ikea finance app, he said. So there I was trying to download this app at the till with people queueing behind me. When it finally downwloaded it said I couldnt use it as it needed 14+ update.

So then a 'manager' came over and said I could "do it" online. So she directed me to this website for the finance company. But I couldnt log in as it said I needed a family card number, but I don't have a family card.

She suggested I go over to the doors to get better reception on wifi. I said it wasnt the wifi that was the problem!

I then tried to login in the ikea finance website, but for some reason my phone kept doing the 'circle of doom'. - When I got home I tried it again, and it still did it, only conclusion is that my phone isn't new enough.

So I begged her, to let me use the card. She said no as she "didnt know it was me". So I had to just leave all the stuff and go home.

So back again on Saturday. I tried logging in on my laptop, which is how I applied for the loan and it worked perfectly. So I rang customer service, and said could I show my laptop at the till, no problem.

When I got there to be sure, I found a manager at the till, and explained the problem. I said I didnt want to do all my shopping and then get to the till and the same thing happened, so could I show her beforehand. OK she said. So I pulled out the laptop but couldnt login!!!!!!!!! I think it was the ikea wifi wasnt strong enough. So I went away and was able to connect using my mobile hotspot. Went back and tried to find her but she kept moving away and chatting to her colleagues and ignoring me. In the end after about 15 mins of me standing there trying to get her attention I went up and said 'excuse me' and tried explaining again. I showed her how I had logged in, and she could see the card etc. But... she said the rule was I had to show it at the till when I got there. I said but what if my laptop plays up and I cant get logged in, you've seen it now, cant you say that I can definitely use it? No, she said. I said that it didn't say anything about that on their website, and shouldnt it be a bit clearer. She said no, it was very clear, and nobody else had ever had a problem. It was getting a bit heated now, well I was getting upset. I asked her a few more times but she wouldnt budge. I jsut burst out crying, I was just at the end of my tether. I felt like screaming at the bloody mindedness of the whole thing. Eventually another manager came over, and he took me to a seat, and he phoned another manager, and then another manager, and eventually they said ok, they had seen me login, and "knew it was me", and if I did my shopping I would be able to use the card.

I'm still upset, stupid I know. I'm thinking as well is this just discrimination against people who don't have top of the range phones? I mean my phone works perfect for everything, just not this for some reason. It's a 12 update I think. So it's not ancient or anything. Surely they need to have some flexibility if the technology is not working?

Thanks for reading if you've gotten this far. I honestly don't know what I could have done different...?? I've tried to contact the bank they set up, Ikano , but impossible to get a response...

I'm a very relaxed person and I'd have totally lost it. I applaud you for even attempting to go back the second day. What a dystopian furniture hellscape. Sorry OP, they were awful, do something nice for yourself to get over that and pat yourself on the back for being such a restrained person!

Yeah so true @user1490954378 The fact that it was 'possible' after I burst out crying meant that IMO they could have tried harder to help me in the first instance.

Yeah humiliated is a good word.

Anyway the bed is made hurray!!!! Think that's the last purchase I'll be making there though. Just have to make one more trip to return the rug and then I'll be DONE with Ikea. I feel like I have to gear myself up to go back. I'm borrowing a phone so I'll have the app in case I need it. I wonder was part of the problem that I cant access the site online like I can on the laptop something to do with the MFA - when I login on the laptop it always sends a code to my phone to login. Because the first manager was saying I didn't need the app I could login online. But it wont do it - even at home. So I dunno. Anyway, am going to get the loan paid off asap, and am finished with Ikea.