ComplaintsforIKEA US, LLC

• Initial Complaint

  04/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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.

• Initial Complaint

  03/27/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I bought a bed for my son and when I open the bed two weeks later to put it together I was missing a whole box . I paid $150 for them to deliver the bed here from Philadelphia they didn't even bring the boxes inside my house they rang my doorbell one time and I work from home so I was coming downstairs to find them setting boxes in front of my door when I paid you $150 to bring them in my house to the room so I was mad about that I want my money back because now I have to drive all the way to Philly an hour away and take back and return the bed because I'm missing a whole Nother box I called IKEA customer service because I thought I was only missing the tools to put the item together but when I started putting the item together after they sent me the tools I found I'm still missing pieces the inconvenience of having to drive an hour away when you paid someone $150 to deliver a item as high as gas is is infuriating I was going to exchange the bed but I'm scared that if I exchange it I'm going to have the same problem and I don't want to keep driving to Philadelphia so I'm going today to return this bed and I'm not purchasing a new one however I need my delivery fee back I have had such an inconvenience with this company I will never ever buy anything from them

  Business response

  03/30/2022

  The customer may request a refund of the delivery fees when returning the bed to the store. 

  Best Regards, 

  April H.

  Customer response

  03/30/2022

  [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 actually talked to a lovely lady at your customer r service and when I told her about my incident and how I drove to Philly to pick up box 1 that I was missing she refunded the 149$ . Issue is resolved. Thank you
  
  Regards,
  
  *************************
  

• Initial Complaint

  03/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a 4 chest dresser from IKEA on 12/03/2021 only 2 if the drawers work 3 are broken the wood is very thin I called ikea 4 different times and still didn’t solve my problem I asked for a refund they didn’t give it to me so I called chase bank n did a refund ikea told chase they solved my problem and they didn’t do anything I just want a refund I bought a better dresser from Walmart

  Business response

  03/09/2022

  Purchases made in store must be returned to the store for a refund. We're unable to issue a refund for merchandise remotely.

   

  Customer response

  03/10/2022

  [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

  02/16/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I applied for a ikea cc and was approved for 1200 dollars. So I placed an order on 1/29/2022 for a bed matress and chest of drawers. Was going to pick it up at the pittsburgh store but I was afraid that the bed would be too heavy for my vehicle. Placed order for delivery with my new ikea card! I received an email with my order number. Also seen that on my ikea project card I was charged the amount. Two days latter, I try to check the status of my order and found nothing. After calling 5 times and getting hung up on and trying chat 6 times, I finally got lucky and someone with some information. My order was never placed- and there was a "glitch" I told them my new card was charged though. She told me that I should just reorder what I wanted . I told her that I couldn't cause I only had 1200 limit and I needed that glitched order off the card so I could reorder. Told me that they will tell ******** bank to refund as a priority. Sent message to ******* bank telling them that the order never went through per ikea and that I needed this refunded. They tells to call ikea. So I call ikea again and tell them ******* wont refund cause it says I have a order. They tell me to call *******. So I call them again and tell them that I have a charge that is wrong on my account. So they freeze my account now for fraud- which is wrong. But the charge is still on my account. So I tell them again I never reviewed the items!! And they tell me to call ikea to cancel!! Here I am banging my head over this plus somehow my account is now frozen for fraud and they send me a letter telling me send them a copy of my social security card( which I will not send) and I also get my statement stating my first payment is I March?? How !!! I never got the items, ikea doesn't even have the order number that was given to me via email when I placed the order. I've spend on the phone at least 7 hours total and tons of emailing! This needs resolved now be cause I'm not paying for items never shipped

  Business response

  02/25/2022

  Hello, 

  We are working directly with the customer via e-mail. They have been informed that their refund will be processed within 24-48 hours. 

  IKEA Case: ********

  Thank you, 

  IKEA Corporate Relations

• Initial Complaint

  02/16/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased from IKEA online and my order was supposed to arrive on 1/21/22 which it did not. Next day I contacted Ikea customer service and told them I havent receive my order and I wish to cancel. So they did a cancelation and created a case ID *** –********. They told me to wait 10-15 days which seems very long for a big corporation when ****** and others refund quickly. I waited some time and talked to Ikea customer service again to make sure and they told me to wait the full length. No passed more than 15 days, I called today which is a hassle because the time they take and they transfer you always to another team and they said which I dont believe there was an error and they need to open another case which they did and they want me to wait other 15 days??? New case ID is ***-********. After all this they should have refund me right now, they can do it but they dont want to. It is hard these days to make a living and waiting other 15 days will put this to 30 days which is no fair. I want my money back right now. Please help

  Business response

  02/18/2022

  Hello, 

  As of February 16,2022, the customer has been refunded in full. This information was provided to the customer via e-mail. 

  Thank you, 

  IKEA Corporate Relations

  Customer response

  02/23/2022

  [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

  12/29/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received a defective Morabo couch, I contacted Ikea in early september about the issue with the couch (tears on the fabric and dirt all over it, besides a shipping issue). I was told I could get a partial refund of 120 dollars on the couch, they did not require pictures at the time. I clean and donated the couch days after as I waited for the refund, I had only taken a picture of the box in came in showing how bad in shape it was. They did not refund me (it is the end of December now), and are now excusing themselves that I must send them pictures of the couch that I do not have anymore.

  Business response

  01/12/2022

  Hello,

      Thank you for contacting IKEA.  Please accept our apologies for these inconveniences.  Without photos of the defects described we are unable to provide the request resolution.  If proof of the defects is able to be provided please submit that proof in response this message and we can then provide a discount.  Thank you.  

  Customer response

  01/12/2022

  [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:
  
  To make things clear, i was told by an Ikea representative that i did not need any pictures when I was told that the refund would be approved. I donated the couch, and then after months of waiting i am told that I need pictures of a couch i do not longer have. This is absolutely unacceptable behavior by IKEA.
  

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

• Initial Complaint

  12/14/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a mattress that is under a 25 year warranty. I dont expect it to last 25 years. However this mattress was defective after only a year & a half. I have contacted IKEA so many times & have gotten nothing but a runaround. I want the warranty honored & the mattress replaced (or a refund if they dont want to replace it). I have even been given delivery dates for the exchange of the old defective mattress with a replacement that have been Ignored. IKEA has flat out lied to me & I am fed up. I have tried to upload photos but the photos cannot capture the problem as you have to see it to get the full effect of the defects.

  Business response

  01/04/2022

  Hello,

      Thank you for contacting IKEA.  To assist further please provide proof of purchase and any order/case numbers associated with this matter.  Thank you.  

  Customer response

  01/16/2022

  [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

  12/06/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I Cancelled an Item purchased online for $348.74, They promised me a refund and they send me a confirmation number**********, November 26th and they said I should get the refund within 2 to 3 business days today December 6th and I did not get anything I called them several times they said they can not do anything about it. I called my credit card company they told me they do not see ant refunds. I even offered them to call my bank directly to make sure there no problems they refused.

  Business response

  12/20/2021

  Customers refund completed on 11/26/2021 (see attachment).

  Customer response

  12/21/2021

  [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

  11/13/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This is a two part complaint regarding my customer service case #******** attached to order *********:1. According to Ikea's published policy of price adjustment within 90 days of purchase, one of my items purchased was put on sale from $479 to $329 online. I first contacted the customer service about a week ago and agent confirmed with me about the sales price and the refund to be processed within 1-2 weeks. Then AFTER the sales price ended, IKEA tried to tell me they couldn't find the sales price and did not want to honor what was communicated and confirmed. It it a breach of their published contract with customers.2. The agent who picked up my phone around 4p ET, Nov 13 - was clearly intoxicated and was shouting / cursing without any reason. He was rumbling meaningless sentences without trying to address the problem, and when was asked to focus on resolution, he just disconnected the phone. As a director at another big box retailer, I'm shocked by how can somebody like this is allowed in the customer service room. He needs to be fired immediately. Originally I was only seeking for $150 price adjustment, however with all the disastrous customer service received, I'm requesting full $479 refund on this item to compensate for all the time lost to deal with this. I'm also requesting Ikea US corporate to follow up with me on the disciplinary actions to be place on that CR agent who handled my case on Nov.13 (NOT the original agent who initially assisted me the week before).

  Business response

  11/15/2021

  Thank you for bringing this to our attention. We have reviewed your case and your calls and have forwarded your comments onto our management team to address the issues with the co-workers involved. We are not able to share if any or what type of disciplinary action will be taken.

  In regard to the price adjustment. We have reviewed the IKEA FAMILY offers for this year and we were unable to locate the item purchased in any of these offers. Without confirmation that this price was listed on our website we're unable to offer a price adjustment. We're sorry for any disappointment this may cause. If you have a screen shot of the offer on our website or a copy if you saw the sale in an email, we'll be happy to reconsider this decision. 

  Best Regards, 

  April H.

• Initial Complaint

  11/13/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ikea Tampa told me to go to online chat because my purchase is no longer on my account (email address in complaint is my account email). I purchased the hemnes dresser in espresso about 2 years ago. The second drawer face front cracked off. I purchased this dresser because it is not pressed wood. The store nor online will help me replace the face front of the second large drawer under the top two small ones. They keep putting me in circles to talk to the store or talk online.

  Business response

  11/17/2021

  Our items have a 180-day return policy if opened. Unfortunately, we're unable to supply replacement parts after 2 years as it falls outside our return policy. We're sorry for any disappointment this may cause.

  Business response

  12/20/2021

  The customer can view all of IKEA's available warranty literature at the following link:

   

  https://www.ikea.com/us/en/customer-service/returns-claims/guarantee/

  Customer response

  12/21/2021

  This does not list my piece of furniture. I do not see anything that lists one year for my furniture. Please assist in advising where MY PRODUCT WARRANTY IS LOCATED! I will not accept your response until I see specific info regarding the warranty for my product! I will go to other agencies if I can't get a resolution with BBB.

*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. ↩