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Why is this still not solved in 2025?

3 points by wojciii ↗ HN
I noticed the following while visiting IKEA.

I talked to their support people at the shop because I needed to buy a missing a piece of a furniture.

At the end of our conversation they asked me to give them my info so they could send it to me using the postal service.

At this point I had to give them: Name, Address Postal Code Town Telephone number E-mail for tracking

This took at least one minute where I had to verify all the given information after the person read it aloud.

All this info is contained already in the IKEA app you can use at the shop.

I could have an app with this info that can show (QR code) or transmit it using BT LE or WiFi to the terminal the person was using.

Why is this still not solved?

Is this because the sales terminals are old and quirky and no one wants to implement new features in them?

6 comments

[ 3.2 ms ] story [ 24.3 ms ] thread
WCSTombs
I'm guessing it's not super common to receive an item with missing parts, and most of those who do would try to resolve it without physically going to the store. Thus, it seems such a feature wouldn't be worth the technology investment to build it.
wojciii
True.

I got annoyed because Ikea has their app with all this info and all it takes is for someone to link it with their systems - they already do when you buy stuff there.

But the use case is quite common in physical shops when ordering something that you are going to pay for when it becomes available.

Same procedure when returning something to the shop. You have to give your personal info and this is what takes 1/3 of the time used by the employees.

I guess I thought that a protocol (wireless or not) to give your entrypted info for the shop to use when alllowed to would be an improvement..

WCSTombs
Ok, I understand that point of view. However, I would advocate in the opposite direction: I don't think we should normalize every store having its own app that customers are expected to install on their private devices, and therefore I don't think we should put a lot of (or ideally any) development effort into these store-specific apps. I don't want to get into a massive rant on why, but I'll sum it up by saying I'm not a fan of consumerism generally.
wojciii
I agree. Store only apps are painful to use and there should be one app (or several implementering same apec..) that you can use (or not if you want to do it the old school way) to deliver your info to shops. The same app could be used by everyone if we just agreed on a spec to implement. Something very basic.

I didn't mean that every shop should have its own app .. but Ikea already has something and it works somewhat ok..

robin_reala
If we’re talking about spare parts, and you bought the items when logged in or with a Family card, then at least on web (I haven’t checked on app) there’s a simple method to order spare parts.

1. Go to your purchases: https://www.ikea.com/dk/da/purchases/

2. Click on the order that contains the item you want spare parts for

3. Click on “Order spare parts” in the actions menu on the right

4. Select the item that needs the spare parts

5. You can then order the spare parts to be directly shipped to you for free

wojciii
Good to know. Often its easier to just ask them for stuff in the support department instead of having someone mail you something. I needed two screws .. a bit too small for mailing IMHI.