Category Navigation
Browsing top-level product categories and sub-categories to find a target product.
[18:04]“I mean, I think you know, for me, obviously, it’s the Billy shelving, you know, which has been around for ages and ages, but also the PAX, which is like this cupboard unit thing. And it seems that everybody has somewhere, or has somewhere in some time in their life had one of the PAX units. And we’ve got one in our walk-in cupboard. And I know that the BESTÅ is more like for the living room space. So maybe that’s already something good. I think these are probably the three product names I know. ... Okay. So I’m having a look here and I can see, ooh, brown is not my color. Why do you see? I’ve got this yellow thing.” p3+
[18:56]“I want to replace the yellow, but I don’t think yellow is IKEA’s color. ... Yeah, I’m just orientating myself, just to see... what’s the best way to get to what I need. Yeah, I’m just having a quick look what they have. And here, okay, that’s not really what I want. I think that maybe if I go, hold on, what is looking a bit like what I have is, well, not as clunky as this. ... Okay, so here I can see a little bit of the colors. You see, but IKEA, they only have like the white, the brown and some, well, this is horrible.” p3frustration+
Shopping Bag
Shopping bag review showing items, add-on services, delivery cost info, and minimum order thresholds.
[13:21]“Yeah, I think so. I mean, because I think you’ve got the concept of the IKEA shopping bag, haven’t you? So that makes sense to me. When I’m initially [saw] shopping bag, I thought of... how you go to... the marketplace and they give you... the blue bags. So that’s what... so that made sense to me.” p1confidence+
[13:40]“... I think if it was a different... website, it probably would feel a bit weird because you’re used to... a cart or something like that. ... So here... one thing I’m interested in before I go to checkout. So here I can check delivery because what I’m interested in doing is... how much is it going to cost?” p1+
[14:14]“... it’s only £5. So... I’ve added that. Oh, so I’ve got my options. It’s going to cost me £10 to deliver it. ... or I can click and collect. That’s interesting. I hadn’t thought that... [was] an option. ... That wasn’t clear. That was an option. I thought I was just purely going for online.” p1surprise+
[14:41]“Oh, I’ve... misunderstood that. I’ve got to spend £10. I’ve got to spend £10 more... to actually be able to get this delivered. But that’s... confusing... because... now it’s here, it says it’s a minimum. Oh no, I’ve got to spend £10 more. I’ve already got £5. ... and it says it here. I hadn’t even missed that, but then I’m... getting a bit confused now because I can click continue to checkout. So I don’t know what would happen if I do that, because that doesn’t make sense because I don’t know what’s going to happen. I mean, I can add more of these.” p1confusion+
[27:07]“I’ve got my tea towels, and I’ve got my teapot, and I’m at the checkout. The most important thing to me is: how long is this going to take to arrive and how much will it cost? Because if the delivery cost is too high, I’m just not going to do it — I’m going to go to the store. And if the delivery is going to take too long, I’m also not going to do it. But I can’t — it’s not telling me either of those key bits of information.” p2frustration+
[27:07]“Okay. So I’ve added it to the basket. It’s like a little picture here. I can go now straight to the basket, or I can save it. No, I can save my planning for future usage. So in case I wasn’t quite ready yet. ... Is that important to you? Yeah, because I think I would probably come back several times before I buy. Yeah, I think that’s quite useful.” p3satisfaction+
[27:48]“Okay, so I’ve got the item here and, okay, they also offer me someone who puts it together for me for 93 euros. It’s a bit of a, I mean, I find it a little bit ridiculous that this is IKEA, that they give the kind of the... Montage service, which is like, you know, the person who comes to put it all together, that even that has a name, Taskrabbit. I mean, really?” p3frustration+
[27:57]“It says 'check delivery'. So I can put my postcode in. So what does it say? It says I can have delivery if I spend £5 more. It doesn’t look like I can have click and collect. 'Collect near you' — again, I have to spend £5 more. So my order looks like it’s too low for me to have delivery. Oh, yeah, look — 'requires a minimum order value of 15 pounds'.” p2frustration+
[29:44]“No, no. I mean, honestly, I mean, for me, it’s like... I quite like DIY work and also, you know, I mean, I’m buying something for 300 euros and it’s almost like a third is for putting it together. I think if it was like a kitchen or whatever, I would actually consider it, but not for this kind of small piece of furniture. I would do that myself.” p3+
[30:00]“But here we can also see... ah, you see, no, they don’t tell me how much they charge to get it delivered at this stage. You know, maybe it’s the more I buy, the cheaper it gets, but I can go here on Preisinformation. So they tell me it depends on the kilogram and the sizing says 16 kilograms and 60 by 60, 120. Okay. But now I don’t know how heavy and how big the package is. ... And here we go. Okay. So this is now, this is quite expensive. So up to a purchase order of 400 euros, they charge 89 euros. That’s quite expensive.” p3frustration+
[30:13]“That’s still what they want you to do — they want you to look at all these other things and feel inspired. Okay, how much have I got now? Okay, now I’ve got enough. So in the right-hand side area, there’s quite a few little details. Mostly I just saw the price and [clicked] 'continue to checkout'. And then I was looking back on the other side to see — ah, great.” p2+
Delivery & Collection
Selecting delivery or click-and-collect, choosing dates, and reviewing fulfilment costs.
[31:31]“Yeah, I think I would choose the delivery. What happened just there? I selected delivery. I put in my — it’s checked my postcode. So then I’m going to go to checkout. I do have a login. I can continue as a guest, but I have to fill everything out. I don’t know why it says 'delivery or collect', because I’ve already selected delivery. Delivery. Oh, dear.” p2confusion+
[31:43]“I feel, I mean, so in a way, I mean, first of all, I mean, I would think I would go to continue, you know, to find out more, but the thing is, I was willing to pick it up in the store, but they tell me that some of the bits and pieces of my products are not available in the store.” p3frustration+
[32:36]“Let’s be a guest. You know, I’m a guest. [laughs] Okay. This is interesting now. So they give me now the cost for the different delivery options, you know? And so the cheapest one is what they say to Bordsteinkante, which means that they don’t bring it to your house door. You know, it’s on the road, which in our case is not so bad because we live in a small street. ... And whereas this is the standard delivery and then they can have express deliveries as well.” p3+
[33:51]“Yeah, definitely. So they tell me what time, so 1st of October, which is good, time window from 7 o’clock in the morning until 7 o’clock in the afternoon is a large time frame, you know. So I mean, I would definitely need to be at home. I can choose a date. So because the first, sorry, first of October is not good for me. So I select, I don’t know, the sixth, which is good that I can do this. Yeah. But I can’t select a smaller time frame, time window.” p3frustration+