We need to swap a few shelves and then follow up. ...

We need to swap a few shelves and then follow up. in and buy new. When we arrive in the queue after 30-45 minutes to have to take the elevator up to customer service, we are informed that only one of us may enter (we were two). There were no signs of this and the Ikea Guard could at any time have informed people in the queue about this. Further more we should then follow. stand in another long queue to get into the store itself.
You can not make sure that there are rules, but you are in control of how those rules are handled, and that did not do very well ...