I knew what to expect when I looked up the number for Ikea’s customer service. I had received a dented Tjena box and was olycklig about it. (That’s Swedish for unhappy.) I was stuck at home, my plans canceled due to an unexpected downpour. I thought that I might as well eat the frog and get this unappealing task off my to-do list. I braced myself for what I knew would be an uncomfortable conversation. I chose to do a customer service live typing chat so at least I’d be able to munch on some cookies as I dealt with the situation.

After a bit of, “Please hold, we are connecting you,” and, “You’re almost there. Someone will be with you shortly,” I received a message from a representative named Muskan, asking me how she could be of assistance.

Right from the get-go, I was polite but firm. The package had arrived dented. I live far from any Ikea, so returning it in-store would not be an option. It was way too large to fit into a drop-off shipping collection box. I suggested that Ikea send someone to pick it up from me.

First came the sugar-coated sympathy. (If you’ve ever contacted customer service, you know exactly what I’m referring to. I once had a complaint for my water delivery company, and the rep sounded like she was near tears as she attempted to console me. “I am so terribly sorry, Mrs. Needleman, the broken spigot on your machine must be extremely upsetting for you.” Um… not really. Annoying, yup. Extremely upsetting? Not quite. I’ve been through worse.)

Back to Muskan. She felt awful, just awful, that I had received a dented Tjena. “I know how it feels to be excited about a delivery and then it arrives damaged. I apologize from the bottom of my heart, Peshie Needleman.”

Wow. This was like free therapy. I should tell her about the nail that chipped two hours after I left the salon. She could be the one who’d finally give me the sympathy I so deserved! And I was still smarting from the disappointment of not landing the part of Gretl in Camp Sternberg’s 1990 production of The Sound of Music.

But Muskan was already moving on. After I supplied the pertinent info, she informed me that the store was out of stock of this particular item, but she would issue me a refund. I would not have to visit the store. I could keep the dented box or toss it.

Oh, how nice it was not to have to defend my stance or plead for compassion.

But there was more….

I squinted at the box and wondered if I should keep it in the garage for storing extra rolls of foil and parchment paper. Now that it had become free, I was loath to throw it out. Meanwhile, I could see Muskan typing. The words appeared on my screen. “May I ask how the weather is in Monsey?”

And thus began an unexpectedly delightful conversation with a stranger.

Me: It’s raining cats and dogs! But I’m so grateful and happy that summer has come! How do you say happy in Swedish?

Muskan: Happy is lycklig. Yes, I believe so. Most of the world is facing heat waves. Rainfall is necessary. I like rainfall.

Me: Yup, we need it to make the flowers grow.

Muskan: Flowers are so beautiful. I myself have a balcony full of them.

I pictured Muskan, long blonde hair in a braid down her back, looking up from her computer to gaze out at her balcony full of flowers — a riot of reds, yellows, and oranges — before looking down to read my response.

Me: Oh, how nice for you. My husband is a landscaper so we have many lovely flowers and trees.

Muskan: I am sure that they are as beautiful like mine. Okay, it is case ID 159-3707543084. Save it for future reference. You should receive your full refund in 5-7 business days.

Me: Great, thanks. You were so efficient.

Muskan: Is there anything else I can help you with today?

Me: No, thanks. You were helpful and pleasant.

Muskan: Thank you for your kind words. It was lovely having a word with you. Have a happy and healthy life, Peshie Needleman. Have a lovely flower season!

Me: I wish you the same, Muskan.

I closed my laptop. Outside, the rain hit heavy against my windows. From olycklig to lycklig in just a few minutes.

Thank you, Muskan. I think I will have a lovely flower season, indeed.

(Originally featured in Family First, Issue 918)