Since I shopped at their first American store in Woodbridge, VA the year it opened, I have always been a fan of IKEA. I have built three IKEA kitchens, spending tens of thousands of dollars. But their customer service is terrible. It is, in fact, the polar opposite of companies like Amazon. I received an online order of tableware that was poorly packaged and completely shattered. No way to get through to them on the phone because of too much volume (you know how to handle too much volume: get more customer service representatives — learn from Amazon). Can't submit anything via email because the form requires information that I don't have. There's not a lot of money involved — about $25 — so I'm going to stop driving myself crazy. But I'm not going to order from IKEA anymore. The same — IKEA branded — merchandise is available on Amazon (yes, it's more expensive, but for the extra dollars I get good shipping and excellent customer service). IKEA: you should be ashamed.