ComplaintsforIKEA US, LLC

• Initial Complaint

  09/01/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order to be delivered to a local ****** ******* for pickup. The order was supposed to arrive over two weeks ago. I’ve called customer service multiple times. The only answer I continue to receive is “your order is out for delivery”  with ****** How can it be out for delivery for two weeks, with an unchanged shipment status this entire time? Unfortunately, **** has taken my money and I have none of the goods I ordered. I will be filing a dispute with my credit card company because this is fraud. they are unwilling to handle the issue with the carrier aside from speaking with them and getting nowhere. how long until I get a refund? Order #*********

  Business response

  09/18/2023

  Hello, 

  Please be advised that the customer received a full refund on September 11, 2023. If the customer did not receive their refund, we recommend that they contact their bank or credit card company.

  Thanks,

  IKEA Corporate Relations

• Initial Complaint

  08/11/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  In July, I called IKEA’s U.S. customer service regarding the warranty of a sofa I purchased from IKEA. After providing all necessary information, customer service confirmed my sofa was still under warranty and that because the sofa was discontinued, Ikea will provide a refund in the form of in-store credit and that the Palo Alto store will take care of the pickup at no cost to me. Days later I received an email from the Palo Alto Ikea store asking me to bring the sofa back to the store in order to receive the in-store credit. I replied letting them know that the sofa is too big for my vehicle to transport and asked if they can schedule a pickup. They replied saying I would have to pay $49 for a pickup. I informed them that the rep that started my warranty claim said pickup would be free and to please review the recorded conversation to verify. I even provided the first and last name of the rep since he had sent me an email. The Palo Alto Ikea store ignored the info I provided and replied saying I have to not only pay for pickup, but that I must also call a number to provide my credit card information to be typed into a machine to pre-pay for the pickup or go to the store in person to pre-pay for the pickup. However, they never even provided me with the phone number to call. They also knew that I live an hour away from the store. When I emailed back asking for that phone number, no one responded and it’s now been 10 days. Clearly Palo Alto IKEA is trying to prevent me from utilizing my sofa warranty by being difficult and ignoring my emails for prolonged periods. I kept all communication records including their email saying they will issue a refund as well as my follow up emails in which they ignored my questions. I have spent so much time trying to work with them but they continue to be unresponsive and difficult. I need them to promptly schedule the complimentary pickup that I was originally promised and issue the refund they promised ASAP.

  Business response

  08/22/2023

  Hello,

      Thank you for contacting IKEA.  Our records indicate this matter has been addressed and the store credit has been completed.  Kindly let us know if further address is needed.  Thank you.  

• Initial Complaint

  08/08/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Company: IKEA Date of Purchase: 8/2/23 Cost: $348.00 (Cost of shelf: $249.00 and a $99.00 delivery fee- before taxes)-Business Committed to: Provide delivery of a shelf on 8/5/23 to my home. -Nature of the Dispute: On 8/5 IKEA's delivery partner delivered a twin bed frame to my house rather than the shelf. Upon seeing the error my husband contacted IKEA to correct this. They immediately agreed to reschedule the delivery for 8/8, but told us to dispose of the twin bed frame on our own and then immediately disconnected us from their chat. We contacted them back by phone to ask them to come get the bed as it is too large to be put in my car to be removed. They set up a pick up for 8/7. No one came for the shelf on 8/7 so we contacted IKEA and they told me that the pick up was going to be between 8/7 and 8/10. Our 8/8 delivery for the shelf is now showing on their portal as an 8/14 delivery. When we contacted IKEA about these date changes they were unsympathetic and unwilling to take responsibility for their communication, their shipping partner's mistakes, or the fact that we have been investing time in being home for this pick up and delivery unnecessarily. They simply stated "We will make sure this doesn't happen in the future", and then reconfirmed the dates at which they might potentially come get the shelf. They never once responded to our complaints about the delayed delivery date for the shelf itself. At this point we feel that, at the very least, we should be refunded for the cost of delivery because they were unable to fulfill the order in the agreed upon period of time. Shelf Order: ********* Pick Up Number: ***-*********

  Business response

  08/18/2023

  Hello,

      Thank you for contacting IKEA.  Upon review of this matter the requested refund of the delivery has been recorded in case ******** for processing.   Please accept our apologies and let us know if there further follow up needed.  Thank you.  

• Initial Complaint

  07/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Placed order online for a bed frame from Ikea on 6/26/23. I received a text that the bed would be delivered the first weekend in July. Later in the day of 6/26/23, I was informed via text that the bed frame couldn't be delivered, but IKEA still intended to deliver the bed slats and support for the bed that was out of stock. I contacted on 6/27/23 to request that the slats and support be canceled. I was told the rest of the bed couldn't be canceled and I'd have to wait till it was delivered and return it to the store. The person I spoke with told me the delivery fee would not be refunded. I pushed back on this and was later told to call me once the items were delivered and the refund would be issued, but I would have to contact them again. I contacted IKEA again on July 5th to inquire about the refund for the bed frame and a refund for the shipping fees. I was told the refund would take an additional 7-10 business days. I expressed that this was unacceptable since the cancelation was IKEA's issue and not mine. I got no where. I called back again today July 17th to check on my 'case number' and was told to keep waiting. I'm extremely frustrated that a bed that was out of stock and canceled by IKEA has not been refunded 3 weeks later. I'm frustrated that I now have to return bed slates and a support for a bed I never received and I may not be given a refund of the shipping fees. IKEA needs to have a better inventory process, refunds for out of stock items should be immediate and all items associated with an out of stock item should also be canceled and the customer should not have to return the stuff to the store. I'm also tired of talking to people in India who are not trained or authorized to actually correct the issue and can not get me in touch with someone who can correct it.

  Business response

  07/24/2023

  Hello,

      Thank you for contacting IKEA.  Our records indicate the referenced refund was completed on 7/8/2023.  Kindly direct all further questions to the receiving financial institution as they have accepted the funds.  Please let us know if there are further questions needing addressed regarding this matter.  Thank you.  

• Initial Complaint

  06/23/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a **** bed frame (order #*********) with In-Home Delivery from IKEA and it had damage upon unpacking. We contacted IKEA on the same day and was given the case number #********.We were told that we'd get a replacement bed on Thursday 6/22 (order #*********), and a separate truck would come to my place to pick up the damaged bed on the same day, 6/22 (order #*********). We later got an email that the actual replacement would come on Friday 6/23 instead, so the delivery was delayed a day. The damaged **** was picked up on 6/22 though. The bigger problem: the text in the order confirmation email said Doorstop Delivery, so we called and were assured that it would actually be an In-Home Delivery. On Friday, June 23rd, the bed was delivered again, but the delivery people just said hi and left it in the elevator! I was left alone to excruciatingly drag the two pieces, 80 lb total, all the way to my apartment. I checked the receipt for order #********* again, and it seems like the replacement order was actually Doorstop Delivery rather than the original In-Home Delivery. I paid for In-Home Delivery originally for my entire order and only got Doorstop for the replacement, and had to carry the replacement bed frame all the way to my apartment. The replacement was also a day late, I at least would like a refund on the delivery fee, if not more compensation. Thank you!

  Business response

  07/06/2023

  Hello,

      Thank you for contacting IKEA.  Our records indicate the requested refund has been processed in case ********.  And email will be sent to the customer.  Kindly close this matter as we consider it resolved.  Thank you.   

  Customer response

  07/14/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  Please reopen this case.

  As discussed previously, the initial order I placed was for In-Home Delivery due to my disability, which makes handling heavy items challenging. However, there was an error with the replacement order that was placed by the IKEA customer service agent, which was placed with Doorstop Delivery instead of In-Home. This oversight resulted in significant difficulties for me, as I had to move 80 lbs of furniture all the way to my apartment on my own.
  
  Though we have conversed about this, it seems there may be some confusion surrounding the refunds. I was informed that a refund has been issued, but I have not seen it reflect on my credit card. I worry that the refund for the In-Home Delivery fee ($79.00 plus taxes) might have been confused with the refund for the original, faulty bed.
  
  Could you kindly confirm with IKEA the status of the In-Home Delivery fee refund, and ensure it has been processed separately from the bed refund? I want the delivery fee, plus taxes, refunded to my ****.

  Business response

  07/18/2023

  Hello,

      Thank you for replying.  Our records indicate the referenced refund is awaiting a final processing.  Please accept our apologies for this delay.  We have notified the management that oversees this department to have the referenced refund completed by the end of this week.  For clarity, the delivery fee is what is being refunded.  Kindly let us know of there is further follow up needed.  Thank you.    

• Initial Complaint

  06/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 5/20 I was quoted in store by the kitchen planning center for purchasing an entire kitchen consisting of cabinets, sink, faucet, countertops, and appliances (refrigerator, oven, stove, microwave). On 5/22 I was prepared make the $20,000 plus purchase. I choose to finance the purchase using the Ikea Project card. I went online and applied. To my surprise I was not given a decision instantly. I was told instead I would receive a letter within 7-10 days with the decision. I called customer support and explained I needed the application decision expedited so I could take advantage of the appliance say that was ending May 29th. I was told I’d get a call back but never did. I called back the following day only to be forwarded to an automated system that told me to wait for the letter. 10 business days came and went and I never received the letter. I finally called the bank that supports the IKEA card and they were able to finally process the application and approve me. My issue is the sale is over and I was told by an IKEA associate they will not honor the sale price. When I asked to speak with a manager they said they were having “technical issues”. I’m requesting IKEA honor the sale price of the appliances as I was first quoted when they were on sale. I don’t think it’s fair I should have to pay more just because the credit card application took so long to process. I would argue that I still would not know if I was approved or not even as of today because I still don’t have any mail of the decision. Had I not have made the decision to proactively reach out to the bank that supports ikea I still would not know.

  Business response

  06/14/2023

  Hello,

  Please be advised that the customer did not specify which store provided this quote. Additionally, we are unable to control the processing of credit card applications; this is a matter the customer would have to address with the bank as we do not have access to any banking information or systems. We'd be happy to submit an sale exception request to the store; however, we cannot make any guarantees as this decision will be at the store's discretion.

  Thank you, 

  IKEA Customer Relations

  Customer response

  06/14/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  The store was Merriam, KS. 
  

  To an extent the bank does represent IKEA by affiliation. Moreover, the application is not on the banks website but IKEAs website.

  Please submit a sale exemption request. What information would u need from me to make that happen? 
  

  I am ready to make my purchase as soon as we get this resolved. 
  
  Regards,
  
  *****************************

  Business response

  06/16/2023

  Hello,

  Please be advised that we are unable to assist this customer. We've advised several times to contact the bank and provided valid explanations. We do not have access to assist this customer. Again, they need to contact the bank. All further responses will be advising the customer to contact the bank as previously stated.

  Thank you, 

  IKEA Corporate Relations

  Customer response

  06/20/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: during your last correspondence you stated you would request a sales exception from the local IKEA and that it was up to their discretion whether or not to honor it. 
  

  now you are just ignoring that last solution and saying there's nothing you can do?! 
  

  Please advise and respond to this possible solution you initiated! 
  
  Regards,
  
  *****************************

  Business response

  06/23/2023

  Hello, 

  We are unable to assist this customer as they did not specify which store this is in reference to. Additionally, we cannot guarantee that the request will be granted as we do not have control over credit application processing or the duration in which it takes to approve or deny a line of credit. To clarify, the customer would have to address the bank on this aspect of the matter. In order to submit a request with the store, the customer needs to advise as to what store they attempted to purchase from. Again, we cannot guarantee that the request would be granted, as we cannot control how and when the credit line request is completed. Our store would have the right to review and deny or approve this request at their own discretion. 

  Thank you,

  IKEA Corporate Relations

  Customer response

  06/26/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: Are all even looking at the previous responses before replying? It was your idea to request a sales exception from the local IKEA. Not mine. Additionally, I already expressed the location as the one in  Merriam, KS. 
  

  Nevertheless, I’m no longer interested. I’ll go elsewhere with my business. All 23,000 dollars of it! 
  
  Regards,
  
  *****************************

• Initial Complaint

  05/19/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  IKEA made an error and cancelled a big portion of the kitchen cabinets and charged my credit card anyway. I didn’t know this until I went to put the kitchen together. I was on a timeline because it’s a new build so I ended up being over budget on cabinets because I had to order locally, and I only had one option for cabinets. This cost me $6,000 more than the IKEA kitchen cabinets, and I’m also out $3,000 because IKEA hasn’t issued me a refund for the items that have to go back. I called a representative (maybe Oct. of 2022) and he supposedly got everything refunded, and told me that I’d be contacted so that a truck can pick everything up. Nothing happened…no refund and no call. I called again and was told that that representative didn’t do it right and no refund was processed except for the order that was cancelled. A new person started the refund process “correctly”. Email exchange after email exchange, and still nothing! I’m still out just under $3,000, and I have a stack of IKEA cabinet drawers and random cabinets, and no one is helping me now. I can’t use my new garage because IKEA is in the way. This has caused me a headache that won’t end. They sent me a few return labels for 4 little orders that needed returned, and nothing more. Two of those were refunded successfully, and the other two only partially possibly due to price change, which I was told wouldn’t matter. Those two order numbers are: *********, *********. The other order numbers are: ********* case # ******** $1,045.28. Order #********* $889.46. Order #********* $347.86. Order #********* $328.60. I have all emails saved from IKEA Kitchen Services stating that these will be refunded.

  Business response

  05/29/2023

  Hello,
  Can you please forward all of the emails that you are stating you have to ******************* ?  Please advise attention ******* along with your BBB Complaint ID.  We will need to go back and forth a few times to determine what needs to be picked up and refunded versus what already has.  We will continue to follow through until the refund is completed.

  Thanks!
  ******************

  Customer response

  05/31/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I have forwarded all correspondence emails between the business and myself as requested, so this issue is ongoing. 
  
  Regards,
  
  *******************************
  

• Initial Complaint

  04/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 04/05/2023 I was able to get a ride to the Stoughton, MA store to look at and purchase two PAX wardrobes. Order Number *********. After paying I arranged for delivery as I am elderly and live in a 3rd floor walk up. Order Number *********. When I asked the store associate how to handle a return if needed, I was assured that all I had to do was call Customer Support and a return pickup would be arranged. This information is also on the IKEA website: If your items were delivered from the store and you need to schedule a pickup, please contact the Customer Support Center. Once my handyman assembled one of the wardrobes I realized that what I purchased would not work in my space. As instructed, I called Customer Support. The representative assured me that a return pickup would be no problem even for the wardrobe already assembled. Return Pick Up Case ********. I was told that the return fee would be $10 and all I had to do was contact the Payments & Credit Department (Cash Office) and they would take my payment. Once payment was made I could let Customer Support know and a return pickup for the day of my choosing would be arranged. Upon contacting the Cash Office I was told that they cannot take a return fee payment for merchandise purchased in store and I would have to return the merchandise to the store myself. I explained that I am elderly and the merchandise is located on the 3rd floor; I am not able to make a return to the store. Since there's no way to contact the store by phone or email it was suggested that I go to the store in person and try to pay for and arrange the return pick up there. I am unable to drive for 2 hours to get to the store and don't have access to a ride. Customer Support won't arrange a return pickup until I pay the $10 fee but I am unable to pay the fee by phone or electronically and can't get a ride to the store. I have large boxes laying on my living room floor that I can't move and are a trip hazard with no way to return them.

  Business response

  04/20/2023

  Hello,

      Thank you for contacting IKEA.  Our records indicate the local IKEA to this matter has made contact and a pick up has been completed and the refund is being addressed.  Please let us know if there follow up needed.  Thank you.  

• Initial Complaint

  03/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  2/15/2023 I had made a claim for a pick up on a recall dresser that I found out it had a recall. I called Ikea made a claim for a pick up and waited for them to follow up with an appointment time for the dresser picked up and refund for the dresser. It's been over a month with no one calling me or email for a follow up. I've called twice waiting over an hour each time. Resolution is refunding per their recall agreement and also picking up the dresser.

  Business response

  04/07/2023

  Hello,

     Hello,
      Thank you for contacting IKEA.  As required by law, we must take possession of the entire article.  We have been notified contact has been made today to address this matter.  Thank you.  

• Initial Complaint

  03/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased two "BRIMES Wardrobe with 3 doors" from IKEA. Upon opening the boxes, two shelves were damaged. Upon contacting IKEA's online support team, they told me that I had to visit the nearest store to get a replacement part and that there was no guarantee that I would even GET a replacement part. Upon further investigation, this product doesn't even offer a WARRANTY. This is absolutely and completely unacceptable. The nearest IKEA store is over two hours away from me. They should be able to send me replacement shelving units, two brand new wardrobe units. If not, I want a refund. IKEA has provided me absolutely no customer service support whatsoever. Product Article Number: ********** IKEA store purchased from: St. Louis, Missouri

  Business response

  03/20/2023

  Hello, 

  The customer has to provide photos of the damaged parts that are to be replaced. 

  Thanks, 

  IKEA Corporate Relations

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩