My family and I had a horrific experience with IKEA yesterday. After finding out that we had to pay and then pick up an item with customer service, we headed to the waiting area. First and foremost, I believe someone should have informed us how long the wait would be - to give us the option to stay and wait or to leave and come pick later to pick it up. My family and I waited for three hours. Beyond ridiculous. After an hour and a half, I finally couldn't take it anymore so I went up to the desk and asked what is the hold-up because our number was in the "red zone" for all this time. The rep. told me that our merchandise requires a forklift so that's why it's taking so long and to give them another 15 minutes. 15 minutes turned into 45 and still nothing. IKEA got to do better before they start losing loyal customers. Because this experience has left a bad taste in our mouth.