IKEA | FAQs

We Care

At IKEA, we listen and take actions based on your comments. Below are some of our recent responses to show that we care. You can also find a We Care board near the entrance to our Customer Service counter at level one of the IKEA store.

Responses for December 2006

1. Your store is always crowded.
As of 30 November 2006, the new IKEA Tampines Store is open. Now there are more of us for more of you!

2. There are not enough seats in the IKEA Restaurant.
We are pleased to announce that the IKEA Restaurant at the new IKEA Tampines Store will have additional 550 seats.

3. What are the buses that go to IKEA Tampines Store?
You can take bus numbers 27, 34, 58 or 168 and alight at Tampines Avenue 10.

4. Please have more carpark space.
The new IKEA Tampines Store will add another 1,200 carpark lots.

5. Your staff have been helpful to me and I wish to let the IKEA management know.
Our co-workers are always motivated and encouraged by positive feedback. Just drop us a feedback form or go to our website at ikea.com.sg/contact us.

Some previous responses from us:

Jan 2005
Feb 2005
Mar 2005
Apr 2005
May 2005
Jun 2005
Jul 2005
Aug 2005
Sep 2005
Oct 2005
Nov 2005
Dec 2005
Jan 2006
Feb 2006
Mar 2006
Apr 2006
May 2006
June 2006
July 2006
August 2006
September 2006
October 2006
November 2006

Responses for January 2005

1. How often does IKEA get its supply of fresh plants?
Fresh plants are supplied to IKEA on every Monday, Wednesday, Friday and Saturday after 6pm in the evening.

2. Why doesn't IKEA provide wall screws for the wall-mounted products?
IKEA's products are sold globally. Every customer's wall type differs from home to home, thus it will be difficult to predict and provide customers with the right kind of screws.

3. Can we refill our drinks when we eat in the IKEA restaurant?
Yes, coffee and tea is refillable.

4. Does IKEA offer assistance for loading bulky items onto trolleys at the Self-Serve area?
While IKEA practices a self-help concept, customers who require assistance may approach staff at the Self-Serve area.

5. Why does IKEA allow kids to play with the toys so freely at the Children's IKEA area?
IKEA recognises kids as the most important people in the world. Our store is child-friendly and allows customers and their children to test and play with our products will allow us to receive the best form of feedback.

Responses for February 2006

1. The IKEA restaurant should have other dishes and not just Swedish food.
There are local dishes (which change on a monthly basis), and also weekly vegetarian dishes to choose from. Each month’s offerings are also posted on the IKEA website.

2. Does IKEA offer any interior design help?
Our Home Furnishing Consultants will be happy to help you with the design of one room, with IKEA furniture and accessories, at no charge.

3. Why don’t you have another friends coupon dispenser?
For your convenience, there are now two locations where you can print your drink/meal coupons: at the friends counter, and the IKEA restaurant entrance on Level 2.

4. Does the IKEA store have any First Aid facilities if medical attention is needed?
The Customer Service Office has a full first aid facility ready in case of such emergencies.

5. Where can I go to nurse my baby if the Nursing Room is occupied?
Please approach our Customer Service Officers at the Exchange & Returns counters and they will be able to arrange for a private room for you.

Responses for February 2005

1. Where can I test my light bulbs after I have purchased them?
You may test your light bulbs at the wrapping stations or Exchange counter located opposite the cashiers.

2. Does the IKEA restaurant change the local dish menu regularly?
Yes, the IKEA restaurant's local dish menu is changed on a monthly basis. You may contact the main line at 6786 6868 to find out the local menu of the day.

3. Where can I top up my cash card in the IKEA store?
There is a cash card top-up machine located at the basement carpark. Alternatively, customers may top up their cash cards at the ATM machines on level one.

4. Why can't I bring my IKEA products out of the store entrance, and proceed straight to the cashier to pay, instead of going through the store?
Unpaid merchandise cannot be brought out of the store entrance for security reasons; customers are kindly requested to go through the store to the cashier counters to pay for their purchases.

5. The IKEA restaurant is very crowded during peak hours. Is there any queue system at the restaurant?
The IKEA restaurant is based on a free-seating concept. However, to facilitate a shorter waiting time during peak hours, we request that customers form a queue and we will then usher them to the next available table.

Responses for March 2005

1. Does the IKEA store offer assistance to customers loading bulky items into their vehicles at the basement carpark?
On weekends and public holidays, helpers are stationed at the basement carpark to assist customers with loading their purchases into their vehicles.

2. Why isn't the IKEA restaurant certified Halal?
All IKEA restaurants sell Swedish meatballs which are a mixture of beef and pork. Additionally, liquor and beer are also sold in the Swede shop and restaurant.

3. How can I bring home a copy of the IKEA catalogue?
You may obtain a copy of the IKEA catalogue at the Exchange/Return counter on level 1 or the Information Counter at level 2.

4. Where can I leave my bulky luggage while shopping in the IKEA store?
You may approach our staff at the Exchange/Return counter for temporary storage. Alternatively, smaller items can be stored in the lockers on level 2 with a refundable $5 deposit.

Responses for April 2005

1. How often do you have friends benefit items on sale?
friends benefit items are changed every month.

2. Can IKEA re-print a credit voucher, should I lose mine?
Credit vouchers that are issued out to customers in return for their items are one-time prints and our systems are unable to re-issue or re-print vouchers.

3. How does the new carpark system operate?
Entry barriers will open once they sense the IU system in the car (not necessary to insert cash cards). However, customers need to insert their cash cards into the IU system for the exit barriers to open.

4. Can I reserve a product or place a deposit for a product that is out of stock?
We are unable to accept deposits or do reservations. However customers can always check with the sales personnel or call the IKEA hotline at 6786 6868 to check on stock availability.

5. Can the breakfast hours be extended to after 10am?
From 1st of April 2005, breakfast hours will be extended to end at 10.30am.

Responses for May 2005

1. Where can I find baby changing rooms in the store?
There are two baby changing rooms in the IKEA store, both located opposite the restaurant.

2. Does the IKEA store provide baby diapers and sanitary napkins?
Sanitary napkins are available from vending machines in Ladies toilets at 50 cents per napkin and baby diapers are available from vending machines in the nursing room opposite the restaurant, also at 50 cents per piece.

3. Why doesn't the IKEA store have more services at the Exchange/Returns counter?
To serve our customers better, we have re-designed the Qmatic system to cater to various services such as "Exchanges and Returns", "Gift vouchers", 'Spare parts", and "Others.

4. Where can I get my IKEA ready-made curtain length altered?
Our contractor, Grand Island Service, is situated behind the PTC delivery counter and it provides sewing services for IKEA fabrics and curtains. They are contactable at 6378 1754 if you have more enquiries

5. Why do I have to pay for delivery and assembly charges?
The IKEA store believes in providing home furnishings at an affordable price. So you only pay for the item with no hidden assembly and delivery charges. Customers may also hire a London cab instead of request for delivery, if their items are less than 1.7m in height.

Responses for June 2005

1. Where can I top-up my cashcard in the IKEA store?
You may top up your cashcard at the ATM mahines on level 1.

2. Can I make an order via fax or phone and make payment upon delivery?
We are currently unable accept fax or phone orders but are reviewing that possibility. Meanwhile, all purchases are to be made and paid at the store.

3. Where can I store my purchases if I decide to go back into the store again to shop?
The IKEA store currently has limited storage space but customers may place their purchases in the Recovery Area temporarily.

4. Can I use friends' redemption coupons in the Bistro?
Yes, you can use the friends' redemption coupons in the Bistro.

5. Can the IKEA store review the height requirements for the children's ballroom?
We have revised the height requirements - Children who do not meet the recommend heights (0.98m and 1.2m) may be allowed into the ballroom at their parents' discretion if their heights fall between the yellow balls.

Responses for July 2005

1. Are there any other parking lots available when the basement carpark is full?
Limited parking lots are available at the loading bay during weekends when the basement carpark reaches full capacity.

2. Can I borrow some tools to dismantle an AS-IS item if it's too big to be loaded into my vehicle?
Sure, our Customer Service Officers at the Exchange Counter will be happy to loan you some basic tools for self-dismantling purposes.

3. What should I do if I encounter difficulties while self-assembling a product?
You can always check with the department's sales personnel or call the IKEA hotline at 67866868 (press '3' to speak to a Customer Service Officer).

4. Where can I get assistance for queries about IVAR parts and prices at the Lumberyard?
You can check with our co-workers at the Self-Serve area for assistance on IVAR combinations. Buying guides with information on parts and prices are also available at the Lumberyard.

5. Why aren't there any flat trolleys available in the showrooms?
Due to the narrow walking aisles and heavy visitor flow during peak hours, flat trolleys are not advisable in the showrooms for safety reasons.

Responses for August 2005

1. Could you make your toliets more child-friendly?
We have installed children-sized toilet seats in both the male and female toilets at the Atrium, in the showroom (sofa section) and at the restaurants.

2. Why should I transport my own furniture home?
Taking the furniture home yourself means you can enjoy your furniture on the same day. However if you prefer, we can arrange for delivery with our appointed delivery service provider.

3. Why is the IKEA Restaurant not Halal-certified?
All IKEA restaurants sell Swedish meatballs which are a mixture of beef and pork. Additionally, liquor and beer are also sold in the Swedish Food Market and restaurant.

4. When can I pick up a copy of the latest 2006 IKEA catalogue?
The 2006 IKEA catalogue will be distributed to 1 million households in Singapore in September, and available at the information counter on Level 2 at the end of September.

5. Does the IKEA store provide loaning of power drills?
Yes we do have power drills that customers can loan at a refundable deposit of between $100 to $200, depending on the models.

Responses for September 2005

1. The IKEA restaurant is very crowded during peak hours. The IKEA store should consider implementing a queue system.
The IKEA restaurant is based on a free-seating concept. However, to facilitate a shorter waiting time during peak hours, customers are requested to form a queue and we will then usher them to the next available table.

2. Is there a reading corner for my kids who don't want to play in the ball pool?
Yes, there is a mini library for children to read story books inside the ballroom. .

3. How do I apply for the friends loyalty card?
Just spend $300 or more on the same day and present your original receipt(s) within 14 days at the friends Counter on level 2.

4. Where can I purchase IKEA gift vouchers and what are the denominations available?
You can purchase IKEA gift voucher at the Exchange & Returns counter. It is available in denominations of $20, $50, $100 and $200.

5. How often do you change the friends bonus gifts?
friends bonus gifts are on a monthly basis.

Responses for October 2005

1. Is it possible to purchase cash cards at the IKEA store?
Yes, you can purchase cash cards for $7 (with $5 value) from the Security Office on Level 1.

2. How much is the renewal fee for the friends membership card?
The renewal fee for the friends membership card is $25 for 2 years.

3. How often does the IKEA store send out the IKEA catalogue?
The IKEA catalogue is sent out once a year, in September, in conjunction with the launch of the IKEA new range.

4. Will I receive any change if I don't use the full value of my IKEA voucher?
It is advisable to use the full value of your IKEA voucher as we are unable to give change for unused value.

Responses for November 2005

1. Does the IKEA store provide an installation service for blinds and curtains?
Our sewing contractor, Grand Island, will be able to assist you with the fitting of your blinds and curtains. They are contactable at 6378 1754. (Drilling and transportation charges are charged separately).

2. What can I do with my friends points if I don't want to exchange them for bonus gifts?
You can choose to redeem your friends points for friends vouchers, movie vouchers or other ongoing activities.

3. Does the IKEA store provide cartoon boxes for bulk purchases of glass wares?
You can choose to purchase carton boxes from our store, or request for recycled boxes at the Customer Service counter.

4. There should be more tables and chairs in the IKEA restaurant.
You'll be happy to note that we have added more tables and chairs in the restaurant. It can now house 300 people at any one time.

5. Where can I nurse my baby if the nursing room is occupied?
Our Customer Service Officers can arrange for a private room for you at the Customer Service Office.

Responses for December 2005

1. When will the new IKEA store in Tampines open and what will happen to the Alexandra store?
The IKEA Tampines store is targeted to open tentatively in November 2006. IKEA Alexandra will remain in operation.

2. How do I order Christmas trees?
Our live Christmas trees will be on sale from 25 Nov 2005. You can order your trees at the Christmas Tree Counter at the Atrium on Level 1.

3. Where else can I get a wheelchair should those at the Information Counter are not available?
You can approach the Customer Service Department on Level 1 or the security booth after the lift lobby.

4. Will the IKEA store extend its shopping hours during the Christmas period?
For your shopping pleasure, the IKEA store will open from 10am to 11pm from 02 Dec 2005 to 23 Dec 2005.

5. Can I use my IKEA vouchers during sale periods and on discounted items?
Yes, the IKEA vouchers can be used to pay for products purchased at the IKEA store throughout the year.

Responses for January 2006

1. Are there any other parking lots available when the IKEA car park is full?
In view of the anticipated increase in traffic during the festive season, you may also use the SAFRA car park facilities until 30th January 2006.

2. The restaurant is always so crowded! Can IKEA increase the seating capacity?
Our restaurant's seating capacity has already been increased to the maximum of 300. Together we look forward to a new and bigger restaurant at IKEA Tampines (targeted to open in November 2006).

3. Will IKEA be recycling live Christmas trees this year?
Yes, just return your trees to the Customer Service counter between 2nd and 15th January 2006 and we will give you a S$5.00 gift voucher for participating in our recycling programme.

4. Some of the trolleys in the store are hard to maneuver. Can you replace them?
In order to serve you better, we have purchased 300 new shopping trolleys for use in the store.

5. Why can’t I leave my child in the Ballroom for more than an hour?
The one hour limit is to ensure that as many children get to enjoy the Ballroom’s facilities as possible. We also have the play area at Children’s IKEA that kids also enjoy.

2. Does IKEA offer any interior design help?
Our Home Furnishing Consultants will be happy to help you with the design of one room, with IKEA furniture and accessories, at no charge.

4. Does the IKEA store have any First Aid facilities if medical attention is needed?
The Customer Service Office has a full first aid facility ready in case of such emergencies.

Responses for March 2006

1. How do I go about asking for design and help and ideas for my kitchen?
Our Kitchen Planners will be happy to help you. You can reach them through the IKEA hotline at 6786 6868. Don’t forget to bring along your floor plan!

2. Why doesn’t IKEA provide wall screws for wall-mounted products?
Because IKEA products are sold globally, customers’ wall types differ from home to home. It is thus difficult to predict and provide for the right kinds of screws.

3. The IKEA restaurant is always so crowded! It’s impossible to find a seat!
We have a queue system in place during peak period to ensure that shoppers are served in a fair and orderly manner.

4. Why have two stores in Singapore?
So that we can cater to the needs of more Singaporeans and offer them a more pleasant shopping experience.

5. The food portions at the restaurant are too big for kids.
Kids can choose from our special kids’ menus - spaghetti, meatballs or hot dog, on a rotational basis.

Responses for April 2006

1. Does IKEA still provide shuttle bus services to and from the IKEA store?
Yes, we provide free shuttle bus services on weekends and public holidays from 6 different locations. Please check our website (www.IKEA.com.sg) for service schedules.

2. Why are there no check-out counters on the second level?
Having check-out counters on the second level will not allow shoppers to enjoy the full IKEA shopping experience.

3. Please change the songs played in the store.
For your listening pleasure, we have different sets of CD that will be changed on a daily basis.

4. What can I do with products that I’ve bought but realized are of the wrong size?
Just bring them back in original condition and packaging with your receipt. We have a generous 30-day refund period on all products except cut blinds/curtains, cut fabric, mattresses, light bulbs, paper napkins, products bought from the AS-IS section and items made to specific requirements.

5. Why can't customers choose their preferred delivery timings?
Delivery timings are fixed in time blocks according to postal codes so that we can deliver to more homes and more efficiently.

Responses for May 2006

1. Special offers are snapped up by a few customers in unlimited quantities and customers who come later are disappointed.
For the benefit of more IKEA customers, we will limit the purchase quantity per person for such offers.

2. Is IKEA concerned about possible health risk of Teflon-coated frying pans?
Yes. IKEA follows recommendations and continues to work with relevant authorities worldwide, including the U.S. Environmental Protection Agency(EPA). "The EPA wants to emphasise that it does not have any indication that the public is being exposed to PFOA through the use of Teflon-coated or other trademarked nonstick cookware." (EPA website)

3. Improve safety - some displays have sharp corners that children below 120cm can collide into.
IKEA installs the PATRULL corner bumpers on our low furniture displays. We continue to be vigilant especially when it concerns the safety of our younger visitors.

4. Please lower your prices.
To give you the best possible value, IKEA works constantly to make smarter use of materials, machinery and logistics. The savings we make we pass on to our customers. That is why most of our products cost less each year!

5. I would like to make enquiries on-line to the IKEA store. How can I do this?
We have now made this available on our website at www.ikeastore.com.sg/contact us.

Responses for June 2006

1. Why is it only cash payment for friends card renewal?
Members can now make NETs or credit card transactions at the friends counter.

2. I would like to contact a tenant shop in the IKEA Building. What number should I call?
Please call 6786 6868. Our call-centre will provide the contact numbers of our tenants to our phone-in callers who need them.

3. How do I know if there is any defect on an AS-IS item?
Our AS-IS price tags indicate the reason for the special AS-IS price. There are also arrow stickers to indicate defects, if any.

4. I am a tourist buying items to self-carry to my country. Can I shop tax-free in IKEA?
If you make a minimum S$100 purchase, you can make a claim for the local tax (GST) to be refunded via Global Refund Cheque. Ask our co-workers at the Exchange & Return Counter for assistance.

5. How do I apply on-line for a career in the IKEA store?
You can email your CV to hr@ikeastore.com.sg. All messages and documents will be treated with confidentiality.

Responses for July 2006

1. Please increase your carpark lots.
Effective 1 July 2006, IKEA visitors can also park at the SAFRA Building next door to IKEA Alexandra.

2. Some vehicles travel too fast in the IKEA Carpark. Please do something about this.
There is a 15km/h speed limit in the IKEA Carpark. Vehicle drivers are reminded via speed signages to drive responsibly.

3. How can I add value to my cashcard at the IKEA store?
You can top-up your cashcard at the Automated Teller Machines(ATMs) on Level 1.

4. I would like a copy of the IKEA catalogue. How can I get one?
You can ask for a complimentary copy of the IKEA catalogue at the Information Counter, Level 2 or at Customer Services, Level 1.

5. Please build a bigger IKEA.
IKEA will have a new store at Tampines by year-end 2006. Keep a look out for our announcements on the Store Opening!

Responses for August 2006

1. I would like to pack and wrap my bulky purchases.
If you intend to self-carry the items, we provide carrier bags, wrapping material and string for you to use.

2. Free Shuttle Bus to and from IKEA is an excellent idea.
We are pleased to extend our Free Weekend (and Public Holiday) Shuttle Service between IKEA Store and 6 MRT Stations till 8 October 2006.

3. How do I get a replacement part for my floor-lamp?
You can approach our co-workers at the Return & Exchange Counter, Level 1 for assistance.

4. I am dismantling my existing IKEA furniture and I need an instruction guide to help me. How do I get one?
You can call in to the IKEA Store Hotline at 6786 6868 and request for one to be mailed to you.

5. I am looking forward to new furnishing ideas.
IKEA will launch the new 2007 IKEA Product Range in September. We will also be conducting an extensive nation-wide mailing exercise of the new 2007 IKEA Catalogue!

Responses for September 2006

1. You need at least 2 IKEA stores in Singapore.
IKEA will open the new IKEA Tampines Store year-end 2006. Soon there'll be more of us for more of you!

2. I need help from IKEA to plan and design the furniture layout in my office.
IKEA Furnishing Consultants can take care of your workplace as well as your home. Spruce up your corporate life with IKEA - start by giving us a call at 63781642 to make enquiries or a complimentary first appointment.

3. Can the IKEA Restaurant provide Halal food for Muslims?
We are pleased to announce that the new IKEA Tampines Store will have a section in the Restaurant that serves Halal food. IKEA Alexandra Store has similar plans in its re-building project.

4. Does IKEA provide installation service for blinds and curtains?
There is a sewing contractor, Grand Island Enterprises, within the store building. You are welcome to ask the staff at Level 1 or contact 63781754 for a quotation on the services you need.

5. I have difficulty assembling/installing my IKEA furniture. How can I get help?
We have a range of after-sales service options that can help you. Please contact our customer service officers through tel:6786 6868 or our Contact Us website at www.ikea.com.sg.

Responses for October 2006

1. I would like a copy of the latest IKEA catalogue. How can I get a copy?
We would be pleased to issue you a complimentary copy of the IKEA 2007 Catalogue. You can ask for one at the Information Counter, Level 2 or at Customer Services, Level 1.

2. Please have more special offers.
IKEA launched the Weekday Specials beginning 11 September 2006 and each week, you can buy a furnishing item at an impossibly low price and while stocks last. There are also the monthly coupon offers to give you 12 more good reasons to visit IKEA.

3. The IKEA store is very popular but what will happen should there be an emergency?
IKEA is an active participant in Emergency Preparedness Drills organised with the SCDF and the Police Force. We ask for and appreciate your kind understanding and cooperation when such drills are conducted during store operating hours.

4. How do I make a purchase of IKEA furniture for export?
You can place orders at the sales counter in the Showroom and/or select items in the self-serve store. Our furnishing items are usually flat-packed and can be self-collected. At IKEA, you can also arrange for delivery to your freight forwarder's local address for packing and shipping.

5. I have self-collected my furniture but I am unable to assemble it. Can I get help from IKEA?
Yes, contact our Customer Services to arrange for an on-site attendance by an IKEA carpenter. This service is available with a S$30.00 call-out charge and 5% assembly fee.

Responses for November 2006

1. My husband and I regularly use the shuttle bus service to and from IKEA. Please continue this wonderful service.
We are pleased to extend our free Weekend & Public Holiday Shuttle Service between IKEA and 6 MRT Stations till 26 November 2006.

2. How can I become a member of IKEA friends?
From 1 September 2006 to 31 March 2007, you can get a 2-year IKEA friends membership with the coupon in your 2007 IKEA Catalogue and a minimum S$30.00 purchase. Terms and conditions apply.

3. My entire family loves your store!
IKEA is proud to be part of the Family Friendly Business Community in Singapore having been voted one of the Best Loved Pro-Family Business by consumers, October 2006.

4. I would like to order a Christmas tree from IKEA.
This year, Christmas trees will be sold only in IKEA Alexandra from 24 November 2006 onwards.

5. Do you have wheelchairs for rent?
You are welcome to complimentary use of an available wheelchair while shopping at IKEA. Our co-workers at the Information Counter, Level 2 Entrance will be glad to assist