ComplaintsforIKEA US, LLC

Furniture Stores

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Customer Complaint:

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Initial Complaint
07/16/2022
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I purchased the Kallax shelving until for my studio. Its was intended to be the focal point of the room. I purchase the item and paid for the in home delivery. The day this was delivered the men showed up placed the four Large boxs on the pouch, rang the doorbell and then jogged back to the truck. I work from home and was waiting for them to show up- only to get to the door and see the two gentlemen close the door to the truck and leaving. I had to lug all of those items up the stairs myself- I was willing to let that go because I finally had my shelves. While trying to assemble I realized that I didnt have all of the pieces ( missing box 2 - top and bottom of the shelves) I called and tried to chat with s few reps and for about 3 days I was given the run around- tech issues couldnt pull up my order- explained my issue to 6 reps before speaking with someone that was able to put in a case for me - she told me to wait 48 hours for a call from local store. I never got a call instead I had to call the customer care line again only to be hung up on when I asked for a manger- transferred to retention and asked to call back again to get to supervisor. Then told to wait 7 - 10 additional days for information. So I waited - NEVER GOT A CALL BACK. So I called back only to be told that they were sending 4 new boxes to my house but when, no one knows. The sent someone to pick up the old shelves. I waited for information on when they would arrive - I was given a time window of 8 am - 8 pm. This delivery driver never sent updated eta.Instead he couldnt be bothered to get out of his truck and ring the doorbell- I have 4 other adults in my home that wouldve gladly given him the items. Instead he sent me a text asking if I need pickup today I responded yes- no response back. Then I get and email saying you missed your window. This person never even showed up. This entire thing is a headache- ikea is almost two hours away from me and the boxs are too big to fit in my car.
Business response
07/21/2022
Hello,
Thank you for contacting IKEA. To assist further please provide all associated order number with this matter. Thank you.
Initial Complaint
06/12/2022
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On May 6, 2022, I purchased an $100 gift card from ikea.com during their mothers day special which stated if I buy the $100 gift card I will get $20 gift card free. I received both e-gift cards via email the same day. On May 18th, I placed an order on ikea.com using the gift cards. After placing the order, I received confirmation that my order would be ready for pickup in the store on May 19th. When I went to the store to pickup my order, the young lady informed me that my order was not coming up in their system and called over her manager. The manager,*****, looked up my order and informed me that the payment was still pending. I checked my bank account and confirmed that both the payment for the gift cards on May 6th and the difference I paid after using the gift card online were taken from my account. I informed the manager of this and he told me he could not handle the issue in store and to call customer service. After calling CS, I was told to come back in a few days and the order should be confirmed. Two weeks later, I called ikea customer support to confirm that my order was ready for pickup. The CS lady told me that my payment was still pending. I became very frustrated because no one could explain to me why it was taking so long to process a gift card payment if they already received the funds from me so I asked the lady to cancel my online order. I was told that I could not receive a refund for the gift card and was advised to try to use the gift card in store. On June 11th, I went to purchase the items in store and when I scanned the e-gift cards received an insufficient balance notice. This has been by far the worst customer experience I have ever received. Neither the on-site staff or customer support center has been able to help resolve the issue and now I have had to dispute to charge with my credit card company to try to get my money back from the gift card.
Business response
06/23/2022
Hello,
Our system shows that this matter was resolved on 6/3/22 as the customer received a full refund; part to a return card and the remaining balance to their credit/ debit card.
If the customer did not receive their return card, we ask that they contact us at [email protected] referencing case number ********.
Thank you,
IKEA Corporate Relations
Initial Complaint
06/10/2022
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
i have called ikea 800 number regarding the recall of their MALM dresser I have repeatedly been told that the local store would call me and i have not received any calls to arrange for the pick up of their recalled dresser.The reason why they need to get the local store involved because my dresser does not contain a product code.i'm looking for them to pick up their recalled dresser.
Business response
06/23/2022
Hello,
The customer will be contacted by our transport provider once the order is routed. Please advise the customer to expect a call from an unknown number within 48-72 hours.
Thank you,
IKEA Corporate Relations
Initial Complaint
06/02/2022
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I have never had as bad of an experience as I did attempting to return merchandise to the Portland, OR IKEA on 05/18/22. I went to return 2 items I got on 3/11/22 - within IKEAs 180 day return policy. I had purchased 2 PLUTTEN foam mats @ $89.99 for a total of $179.98. When I brought them to return, they were in brand new condition, NEVER been used or damaged/stained - in perfect condition just as they came off the shelf and I have attached pics of my 2 mats that I took at the return counter as proof. The employee that did my return was awful. First thing gave me the "up and down" look with eyeroll and instead of greeting rudely spat out "what do you want?" From the 1st moment of our interaction she was rude/pushy and clearly had some kind of problem with me or a bad attitude in general. I gave the mats to her w/ receipt and asked politely to return. "Were they used?" she spat. I said no, that I had bought them after my father passed away when I had to house my mom at my townhouse, but ended up opting for an air mattress instead, never used them/set them up, and hadn't had time to return them. "I don't even have to take these. You're only getting store credit for THIS." (She stressed "this" as if I was giving her trash, and I began to inspect them out of confusion from her anger.)I say "Am I out of the return policy? I read that I can receive my money back to my original debit card, as I am within 180 days." She says , "You're getting store credit. I don't even have to take YOUR return." and she starts to pull the mats away from me. I ask for a manager, and she says, "Take it or leave it." again making it clear she will not be calling me anyone. Feeling I had no choice - and intending to contact corporate later - I took the credit.. I have no use for this credit and don't feel it's fair I am stuck with it when there was NOTHING wrong with my return - it was NOT stained/damaged/unsellable. I am seeking to give back the credit and receive my money back in full.
Business response
06/02/2022
Hello,
Thank you for contacting IKEA. Mattress toppers are considered under our mattress policy. There is additional information on our return policy page. This can be viewed at https://************** and scrolling down to the bottom of the page where it says, "Mattress purchases may be exchanged for another mattress one time within 90 days." As the store provided an exception to the time frame further accommodations and request are not possible. Please accept our apologies. Thank you.
Customer response
06/08/2022
[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:
This is absolutely and abundantly incorrect, and irrelevant. I did not purchase - or attempt to return - a mattress topper, and basic reading comprehension of my original complaint would have made that perfectly clear.
At the time of my purchase of the floor mats, which are again, NOT MATTRESS TOPPERS, nor MATTRESSES, I took the time to verify with the employee who rang up my purchase what the return policy was, because I was unsure if I would need to keep or use the two items, or if I would end up opting for a different product and needing to return them. The employee who rang be up verified at time of purchase, looking at my items, that the return policy was 365 days unopened, and 180 if I opened the product but brought them back undamaged with proof of purchase. She knew full well what the items were when she communicated that policy to me, and I made sure to verify for those specific items before paying because I would not have checked out if they were not returnable.
Attached are photos of the two mats that I brought back to the Portland IKEA, taken in store at the return center, at time of the return mentioned in my complaint. These are very clearly in perfect, original condition, with no stains, damage, or problems, and are very clearly not mattress toppers or mattresses. There is absolutely no reason to have denied refunding my money in full to my original payment method. If, like was irrelevantly stated in the businesses lazy response, they fell under the 90 policy, I would not have been able to return them at all, which speaks to reason they did not fall under the mattress category.
I will not cease to pursue a full refund to my original payment method, in exchange for the useless, unwanted, and unwarranted store credit I was so rudely forced to accept.
Regards,

***********************
Business response
06/13/2022
Hello,
We are unable to fulfill the customers request as the item in question is in fact a mattress. Item number 403.504.02,Foam mattress for extendable bed, 38 1/4x74 3/4 are NOT floor mats and the intended use is to for extendable children's bed. It is listed as such in our store and on our website. https://www.ikea.com/us/en/p/plutten-foam-mattress-for-extendable-bed-********/
The customer's refund will remain as a store credit as stated in our return policy. Our full policy can be found at: https://www.ikea.com/us/en/customer-service/returns-claims/
Thank you,
IKEA Corporate Relations
Initial Complaint
04/27/2022
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On October 15th, 2016 I purchased a white ******** sofa (Article Number: 502.813.71) from Ikea online advertised as "leather." This was false advertising, as the material is in fact "faux leather," or "bonded leather," and not genuine leather at all. The material is falling apart and cannot be repaired. And not after any misuse or abuse.When I contacted Ikea support, they informed me that the product was not under warranty and not within the 180-day return period, so they "apologized for the inconvenience but there was nothing that they could do."Companies guilty of false advertising must take responsibility for their unethical and illegal business conduct.
Business response
05/06/2022
The item is advertised as "Bonded Leather". A screenshot is attached from the website as shown in 2016 (from thewaybackmachine.com). All ******** items are bonded leather. The ******** line is also under warranty. Please attach multiple photos from at least 3 different angles for consideration. If covered, IKEA would pickup the item and offer the customer a store credit in the value of the item. The customer would then use that store credit to chose another option.
Initial Complaint
04/25/2022
Complaint Type:
Customer Service Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On 3/27/22 I placed and subsequently cancelled an order (Order #*********) for the amount of $870.08 with IKEA. I received confirmation that day of the cancellation and was informed my funds would be refunded in 5-7 days. Today is 4/20/22 and I have now reached out to IKEA 3 times, each time being told they are having technical issues and cannot refund my payment. I have received no communication from IKEA regarding any issues or delays in refunding my payment. I simply want my money refunded, as it has been nearly a month and IKEA customer service has done nothing but tell me it is "technical issues" and they are "working on it". I now will be charged interest on this money, as it has remained on my credit card statement for a full billing cycle. I do not believe that a company the size of IKEA should not be able to resolve issues and refund funds over the course of a month.
Business response
05/06/2022
Customers refund has since been completed. Screenshot attached demonstrating the credit.
Initial Complaint
04/21/2022
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Company is not issuing refunds for cancelled order # *********. Made more than 10 attempts to resolve it with IKEA customer service. They either make promises to issue credit and send confirmation e-mail or say the system is down and they cannot do anything. Contacted them by phone, email and even went to the local store. Still no refund.I was given all these case numbers:case # ******** case # ******** Also, ***************************,Operations Manager confirmed that the order was cancelled and refund processed but I have not received any confirmation or refund and when I call next time they start all over again and do not see refund issues and make empty promises.I request full refund of $$1,222.28 and additional $250 compensation for my time and lost effort in resolving this matter.
Business response
05/06/2022
Customer received attached refund on 04/28/2022. Please accept our apologies for any delay.
Customer response
05/10/2022
[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: there is no credit issues back to my card and no e-mail or written confirmation tha the full amount was refunded permanently. There were two charges for the same amount on teh sme day but only one credit. All other crddits I have on my card from IKEA are for returns of other purchases and are IN NO WAY RELATED to this matter! I also demand a proper compensation for my time thatt I had to spent trying to resolve this matter and for all teh lies your company supplied me with instead of resolving the matter in a proper and timely manner.

Regards,

***********************
Business response
05/13/2022
Hello,
Please contact the receiving financial institution moving forward regarding this matter. Thank you.
Initial Complaint
04/19/2022
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
We bought 5 Lisabo chairs from the IKEA in Frisco, TX in 2019 or 2020. One of the chairs broke while I was sitting in the chair and caused a large bruise on my tailbone. We returned the chair and received a refund for the chair. They had us fill out some paperwork at the store and I was told that we would receive a call from someone that day but never received a call regarding the broken chair or the injuries I sustained. Today, another chair broke causing pain to my lower back and tailbone. This is the second chair that has broken without any misuse. I am looking to get a refund on all 5 chairs in order to replace them with something more durable.
Business response
05/05/2022
Thanks for bringing this to our attention. I have documented this claim into case number 63785081. Please await contact from the store within 28-48 hours.
Customer response
05/11/2022
[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:it has not fully been resolved. I received an email from the company after the 48 hours that they stated. I have submitted answers to their questions and am now waiting to hear back.

Regards,

***************
Business response
05/13/2022
Hello,
Please continue to communicate through the email address the store used for contact. Due to the safety matter involved only their specific safety team can address this matter moving forward. Thank you.
Initial Complaint
04/18/2022
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Good day, I’ve made online order with Ikea USA on March 21st, 2022. The delivery date wasn’t fitting my work schedule, so I had to cancel my order # ********* on March 23rd. To this date 04/18/2022 I haven’t received my refund. I’ve called to Ikea customer service multiple times. I’ve also chatted with online reps every three days. Ikea reps keep saying to wait for 7-10 days for a refund. It’s been going on for almost a month now. I’ve mailed a letter to the corporate office. Nothing. Ikea charged me for $785.10 . No money are back. This is starting to look like a fraud. It’s very hard to establish any communication with Ikea, because over the phone reps keep saying the same thing: call back again. On April 13th, 2022 another online Ikea rep answered that she added an urgent refund request claiming that my money will be back within 2-3 business days. It’s April 18th. No refund . It’s been almost a month since I’ve cancelled my order. The case number- ***-********. ***** *******
Business response
05/05/2022
Customers refund completed 04/16/2022. Please see attached.
Initial Complaint
04/04/2022
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On 03/14/2022, I returned a couch to Ikea due to poor quality. I was told that a refund will be issued in around 7-10 business days, however, I did not see a refund. I contacted Ikea many times and every time they would tell me there was an error authorizing the refund and ask me to wait for 7-10 days. It has been a month since they received their product and they refuse to refund me and continue to withhold my money for no apparent reason. My case number with them is ********
Business response
04/21/2022
Customers refund completed 04/07/2022. Screenshot attached demonstrating the credit.

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