ComplaintsforIKEA US, LLC

• 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

• Initial Complaint

  11/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On September 9th, I placed an order (#*********) for a display case. I made my payment utilizing a pay in four app called Zip((*******). I couldn't put it together, so I returned it. On November 12th, I went to my neighborhood Ikea store and was informed that I couldn't obtain a refund since I use *******; instead, I would have to contact ******* to get a refund; as a result, she issued me a gift card. When I contacted *******, they informed me that refunds weren't really possible and that there was nothing they could do about it. This made sense because every time I've gotten a refund, I had to work through the retailer. However, when I called customer support, a representative said that because it was an online item, I could in fact get a refund to the **** card I used to buy it. But since the business had already processed it, she was unable to. She then instructed me to return to the store and inform them. When I got to the store, they told me I couldn't. Simply put, I'm quite angry and disgusted with everyone concerned. I wasted time traveling back and forth to the store for a pointless result. I didn't need a gift card at all; I just wanted my money back on the card! I never heard of a company can't refunded the money back to card especially after I was told buy customer service rep that I could. This is company is a disgrace.

  Business response

  12/07/2022

  Hello, 

  Please be advised that IKEA Corporate Relations reached out to the customer directly via e-mail. 

  Thank you, 

  IKEA Corporate Relations

• Initial Complaint

  11/05/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased the Kivik beige storage ottoman from IKEA on on 9/24/2022. The actual price of the ottoman itself was $249.00. With taxes and delivery, the total was $303.56. I received a text message from IKEA letting me know of the date and delivery time. The delivery itself was way outside the range of time stated on the text message. The delivery was hours late and did not received a message that they were running late. Upon receipt of the ottoman, we noticed the ottoman was extremely poor quality and not at all resembled the ottoman advertised on their website. Poor craftsmanship, all held up by ****** (not at all mentioned in the description). To give it a chance, my daughter and I proceeded to put the ottoman together thus amplifying the poor quality . The top of the ottoman was unstable and unsafe (it is a storage ottoman) as it fell on my 4 year-old grandson when he sat next to it. I immediately called IKEA's customer service to complain and request a "full" refund. IKEA's customer service experience in itself was and has been terrible and rude. I was transferred numerous times as no one seems to know what they are doing. After numerous attempts, I was able to get someone that initiated the refund process and pick-up of the ottoman. They stated that a refund would be given to me upon receipt of the item. I received a notification that the ottoman was received by IKEA just days later. Over a month passed and I still had not received a refund. I contacted them on 11/4/2022. Again I was transferred numerous times and after the "umteenth" transfer I spoke to a customer service rep who was extremely rude and stated that IKEA was behind on their refunds (red flag in itself). Today I received a refund for $180.62!! ... Not even what I originally paid for the ottoman - $249. I am seeking a full refund of $303.56 not $180.62. The difference owed is $122.94. Ottoman is unsafe, not as advertised, poor qualify, and delivery service was poor.

  Business response

  11/18/2022

  Thank you for bringing this to our attention.  We have documented your claim that the ottoman fell on your child.  The store will follow up to discuss.  The refund was partial because the items cost is split between the frame and the cover.  IKEA only received the frame so we only refunded the frame.  Please let us know how you would like to have the cover returned (pickup by ****** or you can take it to a ************** no cost).

  Business response

  11/25/2022

  Customer will be refunded for the cover, and for the original shipping charges.  They can expect the credit within the next 7-10 days.

  Customer response

  11/29/2022

  [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.  Thank you BBB for your absolutely excellent help (as always)!!

  Thank you!!

  Regards,
  
  *******************************************

• Initial Complaint

  10/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  IKEA Online ordering system collects information about different types of payment but doesn't allow eventually ordering the items. Spent atleast 2 hours today trying to order the items by cleaning browser caches, clearing/resetting passwords etc. No options work ordering a couple of items from Ikea. Their store experience is clearly a time sync with no response from different aisles (Trying to navigate and find items (missing stock, misplaced labels etc.). So to avoid the store experience, tried to order and pick a up a time for their click and collect. Was unable to complete the payment and the website has suggest my multiple forms of credit card payment are invalid. All my credit cards are used to purchase regularly and they are all completely valid. No clear information on failures, missing stocks, missing crucial parts of a furniture and asking customers to drive down 100 miles to different Ikea stores to eventually find no stock on those locations as well. Customer service rating for Ikea must be below -1 in a scale of 1-10

  Business response

  10/20/2022

  Hello,

  
      Thank you for contacting IKEA and providing this feedback it has been directed to the proper department for address. We are sorry to hear of the troubles you encountered and will continue to strive for improvement.    

• Initial Complaint

  09/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I've contacted customer service by phone and chat countless time. I keep getting disconnected on. I was assured my issue was resolved a month ago but I haven't received my full refund yet. Looking at ****** it seems only a partial refund of $20.66 was issued. This doesn't even cover the amount of money I paid Ikea for the dimmer switches. Also, I placed a new order since I was told I'd get a full refund - that's because you said you couldn't follow through delivering the items. Even though your website shows delivered or nothing at all if you look at the shipper company you're using the tracking number shows you never gave them the products to deliver or even ship out. I believe partial was using gift card so that's fine to refund part of it there. Please look at evidence. Your email you sent me you give me tracking # ************. Even though your website says delivered *****'s website shows never even shipped and this is from July. ***** ****** *** ****** ** Salt Lake City, UT ***** Order # ********* Card Ending: **** ****** Transaction ID: ***************** Tel: ********** Email: **************@*****.com Order Date: Monday, July 25, 2022 Vardagen Measuring Spoons - 1 - $5.99 Finsten Bath Mat - 1 - $1.99 Slan Pillow Softer - 3 - $8.97 Tradfri Wireless Dimmer - 5 - $39.95 Variera - 1 - $7 (stainless steel pot lid) Variera - 2 - $7.98 (plastic bag dispenser) Vardagen Measuring Spoons (diff article) - 1 - $8.99 Hildegun - 10 - $8.90 Standardmatt Shaker - 1 - $1.49 Vitmossa Throw - 1 - $2.79 Hildegun Dish Cloth - 2 - $1.18 Hildegun Pot Holder - 2 - $2.98 Amount: $111.81 ***** ****** (***** ******)

  Business response

  10/03/2022

  Hello,

      Thank you for contacting IKEA.  The referenced refund will be completed within 24 hours in our systems but the receiving financial institution may take and additional 7-10  business days to complete the refund (we do not have control with their timing).  Thank you.  

• Initial Complaint

  09/12/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I've placed an order with IKEA multiple times, the first time I canceled it and it was easy, the second time it was a hassle, now it is the third time I have placed an order on their awful website and attempted to deal with their poor attempt of a customer service line. They are literally the worst online retailer to try to cancel an order from IF IT IS HAVING ISSUES ON THEIR END.I placed my order on 9/8, order number ********* totaling $128.93 after tax and delivery fee. Estimated delivery date was today 9/12/22. I have received no indication that they are even attempting to ship my order as it is stuck in the "Packing" phase on IKEA'S website order tracker. I am done with this company's horrid customer service, and am not willing to sit on a phone for multiple hours multiple times a week to be degraded by customer service reps because IKEA cannot pack and process their orders in a timely manner, or loses my package entirely. I want my order cancelled, and I want a refund.

  Business response

  09/27/2022

  Hello, 

  Our records indicate that order ********* was delivered on September 20, 2022. If the customer wishes to return the merchandise, they can do so at their closest IKEA location or contact us at ************** for assistance.

  Thank you, 

  IKEA Corporate Relations

  Business response

  09/30/2022

  Hello, 

  Please advise the customer to expect their refund of order ********* within 48-72 hours. The total expected amount is $121.93 plus taxes. 

  IKEA Case: ********

  Thank you, 

  IKEA Corporate Relations

  Customer response

  09/30/2022

  [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

  08/18/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered a dresser online. Picked up at store. Was given only 2 boxes of a 3 box dresser. Have attempted to get the other box from the Charlotte store for a month through their customer service. Messages have been left at the store from customer service and no one has been able to resolve this issue. I live 3.5 hours away and just need this drop shipped to me.

  Business response

  08/19/2022

  Please let us know which product and which box you are missing (box 1, 2, or 3).  Each individual box has a yellow sticker on it to help you identify.

• Initial Complaint

  08/17/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ikea picked up furniture from me for a recall and has not issued a refund check. Furniture is in their possession. Customer service keeps putting me off and says money is being mailed.

  Business response

  08/19/2022

  Please provide us with your order and/or case details given at the time of setup so we can research this.

  Customer response

  08/23/2022

  [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:
  
  Regards,
  
  ***********************
  
  The case number is ********* I have provided this to the company numerous times 
  

  Business response

  09/02/2022

  The details may have been offered when contacting customer service, but it is not in this complaint.  From the record, it is showing the check was mailed 08/29/2022

• Initial Complaint

  07/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My fiancée's mother ordered an Ikea bed for us in June 2022 with the expected delivery date of July 5, 2022. We received a text the day before that confirmed our delivery but not only did we not receive the bed, we were not given information as to why it wasn't delivered. After I had to contact Ikea many times, the representative said it was the delivery company's fault when in reality there was a warehouse fire. Even more issues started after Ikea said they reordered the bed for us. They said we were all set and then cancelled the order twice without notifying us. After many calls with customer service, they said the New Haven, CT store agreed to send us the bed when they received it (by July 24) and then the store would send us an e-mail saying that it was on it's way. I called the customer service line on July 26 because I wanted to see where we were in this process. They then started telling me that the New Haven store was not going to fulfill this order. They said the manager of the store was going to call me on July 27 to see what was going on. I never received a call and ended up calling myself. They denied anything ever happening and were supposedly unaware and told me they won't ship it out. They then hung up on me when I was very calmly trying to understand why there was so much misinformation. There has been about 15 hours of time spent on this situation and I need compensation for my time. As well, we have been without a bed for almost a month and have been having physical issues (back and neck pain) from having to sleep on a mattress on the floor. My fiancée's mother still hasn't received her refund and I am so upset by this whole experience. Every customer service agent would tell us something different and incorrect and the abhorrent behavior of the in-store resolution team is unacceptable.

  Business response

  07/28/2022

  Hello,

      Thank you for contacting IKEA.  To assist further please provide the original order number associated with this matter.  Thank you.  

  Customer response

  08/10/2022

  Complaint: ********
  
  I am rejecting this response because: I have already asked them to contact me. I do not have an order number because, as mentioned, they cancelled the order twice. The case number is ********. As well, since the bed was ordered by my fiancee's mother, they need to call my number directly since I am the one who is handling the situation. 
  
  Regards,
  
  *******************************
  

  Business response

  08/17/2022

  Based on the information provided by the customer, I was able to locate a refund that was completed in full (Order Number *********).  If the customer is claiming they are awaiting another refund, we need more feedback to find the transaction (Exact date, exact amount, last four of cc).

  Please review attachment as demonstration of credit issued.

*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. ↩