ComplaintsforIKEA US, LLC

• Initial Complaint

  02/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a bed frame, headboard and, dressers from IKEA in Norfolk VA 02/04/23. I was told by the employee who helped me purchase these items “we are all out of the wooden slats ($30) and would have to buy the METAL slats ($120) or wait for the wooden ones to come in. The metal slats are sturdier”. I received the bed and dresser on 02/08/23with NO HEADBOARD and the slats are wooden, not metal like I was told it would be; I also found out that IKEA does not sell metal slats WHATSOEVER. I contacted IKEA 02/09/23 and was told by the customer service department “we oversold this product, we are issuing you a refund ($180+tax) for it so you can purchase it again and we will give you a gift card to cover shipping.” Never once was I asked what would make me satisfied as an inconvenience customer nor was I asked if a refund was what I wanted. Not only have I NOT RECEIVED the refund or got a “pending refund” in my bank account but I asked to speak with management and was told “no one is available right now, but someone will call you in 24-48 hours.” To date, I have NOT received a phone call, voice message, email, or text in regards to the issue and it has been well over the time frame I was provided with. To add to my inconvenience, I had to reach out to IKEA AGAIN at 3:45pm 02/14/2023 and was told “I think the manager might be at lunch”. I still have no headboard, no refund, no call from management apologizing or attempting to rectify the issue, and no hope, trust, or certainty that my item will be delivered or money will be returned. What I would like from IKEA is for my headboard to be delivered, built, and attached to my bed frame FREE OF CHARGE, a 100% refund for the headboard for the inconvenience, inconsideration, and unprofessionalism I’ve experienced as a customer, the difference in price of the slats I was told would be metal, and a call from management apologizing for the inconvenience and overall unprofessionalism.

  Business response

  03/01/2023

  Please provide us with a copy of your receipt and/or order number so we can review it.

• Initial Complaint

  02/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On January 10, 2023 I initiated a return through IKEAs customer service line *************) and made made one request: That the return be in the form of store credit. I had a hunch that this was confusing so I called back two more times before the return was processed to confirm - once to customer service and once to the Cash Office to explain that I wanted the return card and that the money would be lost if refunded to the original form of payment (there are recordings of these calls). The representatives confirmed this and said they annotated my account to reflect my request. I get an email on 1/25 stating the refund was returned to the original form of payment. Since then I've called back at least five times explaining my situation only to be told I need to call the institution IKEA erroneously refunded to try and reverse the payment. The worst call was the call to the cash office (1/28) where the representative began yelling at me for calling him out on lying about the notes on my account which would have confirmed the mistake being their fault. I called customer service on 1/28 after that and spoke with *****. On 02/01 and spoke with ****** who promised a return card. On 02/09 with ******* who said I need to call the institution the refund went to (again) but promised a manager would reach out the next day (never happened), so I called back on 02/10 and spoke with **** who gave me a new case number and said it would finally process. Then on 02/13 with an unknown associate who said theres nothing she could do, but said we could wait for manager which felt more like a game of who could wait who out. I waited 45 minutes before she said her manager was in meetings the rest of the day. I've never raised my voice or been mean, but I will continue to persist. This is IKEAs fault. I just want the return card. My partner and I are expecting a baby in May and these funds will go a long way. The case number for this issue is: ********.

  Business response

  03/01/2023

  IKEA can only issue refunds to the original method of payment.  We cannot accept payment for an online order and then refund it via store credit.  This is to prevent potential fraud.  The customers return has already been refunded at this time.  If the customer still utilizes the same banking institution they made payment with, the bank will move the credit to the correct account.  If the customer no longer banks with them, the bank can send a mail check to them.  The customer should reach out to their issuing bank to discuss.  As this has already been refunded, we cannot retract the refund, or issue any additional refunds.  The customers current internal case has been closed and updated to reflect this.

• Initial Complaint

  02/11/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed an online order, called the next day to cancel the order and was assured the order was cancelled and a refund issued. Two days later I kept getting email shipping notifications. I reached back out to Ikea to ask why, when I was told the order was cancelled. An “escalations member” told me at the point of my phone call, it was actually too late to cancel the order but that Ikea would still issue a refund since that’s what I was told. They also advised me to call ***** to see if they could cancel the order on their end. I called ***** and was able to successfully cancel the order - shipping notifications stopped and I did not in fact receive the order. Weeks later, my refund has not been issued. At the time of my writing this, I have been on HOLD with Ikea customer service for 38 minutes-the agent put me on hold and never came back, and I’m sure they have no plan to. Attached you will find the chat where the agent said the order was cancelled and the refund issued. The order was placed with a gift card. The balance of the gift card does not reflect the refund. My purchase history, also attached, shows that the order was cancelled and refund issued, but it was not Lastly, I have always shopped in store, and never had a problem but now that I no longer live near an Ikea, and have had to deal with customer service over the phone or via chat, its has been a HORRIBLE experience! Order # *********

  Business response

  02/27/2023

  Customer paid via store credit.  Customers order has been refunded as of 02/07/2023.  When the customer pays with a store credit online and requests a refund, IKEA manually sends via standard USPS a replacement store credit.  This was completed, and mailed to the customers billing address on 02/08/2023.

  Customer response

  02/28/2023

  [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 ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***********************************
  

• Initial Complaint

  01/31/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 10/23/2022, I payed 12259.82 dollars for the Ikea Kitchen cabinets. The issue is that the Ikea Project credit card agreement states that the interest will not be added for 6, 12, 24 months, but the interest payment has been applied. I already went to the bank to discuss the payment issue, but they stated that it was an issue that only Ikea could resolve. When I went to Ikea to discuss the nature of this issue they also replied that this issue could not be solved by them, but the bank. Please ask Ikea to cancel the charged interest per agreement with their promotional plan.

  Business response

  02/01/2023

  Hello,

      Thank you for contacting IKEA.  Kindly accept our apologies for these inconveniences.  This request can only be addressed by the management of ************** the company that handles our ******* and **** Card.  Please contact ******** and request to speak to a manager.  Thank you.  

• Initial Complaint

  01/19/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In January of 2020, I purchased an Ektorp sofa/chaise and armchair. The cushions started disintegrating and tearing making the couch unusable. I contacted customer service twice and sent pictures only to get no response. I drove to the store in Houston and spoke with a manager. I showed him the order and the pictures of the disintegrating cushions. He checked the product info and stated that they were covered by the 10 year warranty. He said the Ektorp is discontinued and was replaced by the Uppland sofa and he would get me new cushions asap. He did send the cushions but they are too big and do not work for my sofa, therefore my sofa is still useless because the cushions are all. My order # is *********. The customer service case # is ********. Due to the fact that my sofa and chair are under warranty and I cannot be made whole because the product has been discontinued, I would like a replacement couch and chair. The Uppland is what replaced the Ektorp and I would like a replacement sofa and chair in hallarp grey. If Ikea does not want to replace my furniture under the warranty then I would like a refund to my credit card minus 2 years of prorated use, as I have been trying to get this rectified for well over a year now.

  Business response

  01/27/2023

  Hello,

      Thank you for contacting IKEA.  Please accept our apologies for the inconveniences experienced.  We have attached the submitted photos to the referenced case (********) and this matter is being reviewed further.  Kindly await contact regarding the review outcome.  If contact is not made by 2/3/2023 please let us know.  Thank you.  

  Customer response

  01/30/2023

  [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 ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *********************
  

• Initial Complaint

  01/13/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order (*********) on 12/30/2022. The delivery date was supposed to be 1/10/2023. The order was splitted into 3 packages. I received 2 of the 3 packages 3 days late on 1/13/2023. I contacted the customer service, and I was told to wait for the 3rd package, and no info on when I will receive it. It's ridiculous and unacceptable. I'd like to have refund of the 3rd package item ($13.46) and the shipping fee ($10).

  Business response

  01/18/2023

  Hello,

      Thank you for contacting IKEA.  Kindly accept our apologies for these inconveniences.  To assist further please provide the ISell/order number associated within this matter.  Thank you.  

  Business response

  01/30/2023

  Hello,

      Thank you for replying.  The item referenced is in a status that can't be cancelled.  Please accept our apologies.  It will be shipping out within the next two days.  To receive the requested refund please refuse the delivery and notify us though replying to this message and we will process the requested refund.  Thank you.  

  Customer response

  02/03/2023

  [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: no real solution, just excuse after excuse.
  
  Regards,
  
  *********************
  

• Initial Complaint

  01/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered some furniture from IKEA and they contracted out to ***. It was delivered on December 6, 2022. As the driver was backing in to my driveway, he missed the driveway on the left side of the truck and, instead of pulling forward when he was in the drive, he decided to continue backing up and put a ditch in my front lawn about 14" deep and 25' long. I have contacted the company about eight times over the last month and they haven't responded. They haven't agreed to repair the damages or even taken responsibility.

  Business response

  01/18/2023

  Hello,

      Thank you for contacting IKEA.  *** is aware of this matter and will be contacting by the end of this week.  If contact is not made, kindly let us know.  Only *** is able to address this matter however and we will be following up with their management to ensure contact is made.  Thank you.  

  Customer response

  01/19/2023

  [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: my initial complaint was made against *** and not IKEA but somehow it was listed as Ikea. I have been told numerous times over the last month and a half that *** will be contacting me but no one ever does. Someone needs to take responsibility and take accountability for this issue!
  
  Regards,
  
  *******************
  

• Initial Complaint

  01/10/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I want my shipping charge of $50 refunded for *********. I requested delivery for 01/10 during checkout but was given a date of 01/11 in the confirmation email. Customers who spend over $200 should qualify for free shipping; if not free, IKEA should send the item the next day.

  Business response

  01/18/2023

  Hello,

      Thank you for contacting IKEA.  Please accept our apologies.  We are unable to provide the sought resolution as the date was only requested and not promised.  The provided date at the end of order placement is based on final availability and our records indicate the order was delivered on the promised date.  Thank you.   

  Customer response

  01/18/2023

  [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: IKEA should offer delivery windows and not give the illusion that I'm scheduling a date. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  12/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ikea's obnoxious customer service and experience at shopping palo alto took a fraudulent low level on 12/16/2022, where I attempted to purchase several furniture on this day at self-checkout and ensuing drama resulted me a fraud charge of 350$ on my credit card ending with ****. - self-checkout terminal was broken and faulty and causing fault errors and attendant at the time would forever chatting on the phone after gesturing for help. The self-checkout terminal was worse than terminals with people. Attendant could not help after I attempted to make transaction 3-4 times becomes it does not either accept payment, instead would print out receipt confusing more and attendat was browsing through all sort of menus unable to see what is going on. I have chekced my credit card charge on my phone app right away and there was no charge made. Typically, the charge would instantly appear at other vendors. WIth my patience ran out, I have decided to leave the merchandise and left the store. However a day later, Ikea has fraudulently chaged my card even though refused to charge at the instant I was purchasing the product. I am not sure how many customer are "made" like this at their broken self-checkout terminal with untrained emplyoees attending. Requesting refund of 350$ + 5000$ for bad experience, disappointment, wasted time at shopping, overhead of submitting this complaint.

  Business response

  12/27/2022

  The customer will need to dispute the charge with their financial institution in order for us to assist as their is no receipt we can utilize to review.

• Initial Complaint

  12/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I traveled to the IKEA store in Philadelphia looking to buy furniture for a new bedroom. Some items were available, some were not. the items that were available I purchased, brought home with me and paid to have somebody assemble. the items that were not available I went online and ordered for home delivery as per the ikea sales associate in the Northeast Philadelphia store told me to do as they were readily available online. I shopped in store and ordered online the same day, December 8 with a delivery date of December 13. Today, December 13, I went online to track my order only to see that not one of my 5 items had shipped. I called the ikea customer service department and they informed me that every item on my order was back ordered, would not ship and no date of when they would be available. Now I have only half of the furniture for a bedroom. The items I need are in stock in their Elizabeth New Jersey store. I spoke with one of the managers at the store, Craig, who informed me there’s nothing they can do. They cannot ship the items to me I could only drive there to pick them up. I am located 2 1/2 hours from that store, and did not intend to drive that distance to pick them up, That is why I ordered them online for a home delivery. I do not understand why three items that are readily available in one of their stores cannot be shipped to me. When ordering online, it was not noted that these items were not available. I never received an email, phone call or any sort of notification that the items were on back order or not arriving as scheduled on December 13. I paid to have 2 dressers assembled with the assumption that the bedroom would be complete with the items I purchased online. IKEA customer service was no help, they offered no solution other than canceling the order or returning the already assembled dressers to the closet store located 90 miles away. There is a simple Solution, ship me the 3 items that are in stock in one of their stores.

  Business response

  12/21/2022

  Hello, 

  Please be advised that the customer has been refunded for items that were not received, plus their delivery fee. At this time, the customer has to place another order for the items to be re-delivered. We are unable to ship from locations that are not within the customers delivery range.

  Thank you, 

  IKEA Corporate Relations

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