ComplaintsforIKEA US, LLC

• Initial Complaint

  10/02/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased the FRIHETEN dark gray 3 pc sectional/sleeper for delivery on 25SEP21 to be delivered on 02OCT21. I received an email on 01OCT21 that one of the pcs was unavailable and how to process my refund. I had no choice but to accept the refund for the 1 missing piece. IKEA does not promise to fill the order at a later date. The thing is I still want the 3pc sectional. I've been told by multiple persons that it is first come first serve. I would love to accept the 2 pcs with the knowledge that I will get the third pc but cannot be guaranteed I will receive the product I'm paying for and be forced to refund again. I can't even repurchase until the item is in stock again. I am taking a risk of being out of money due to delivery fees to send pcs back if I am never able to collect the 1 pc or if IKEA can actually fill the order this time I would need to pay another delivery fee to get the pc to my house. I can't cancel delivery entirely. I need the bed I ordered.

  Business response

  10/20/2021

  Hello, 

  Our records show that this matter was resolved. A refund was processed on October 1, 2021 in the amount of $250.00 + tax to a store card. In addition, this complaint was forwarded to our Norfolk store for the customer to be contacted, in order to discuss resolution options. 

  Thank you. 

• Initial Complaint

  10/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I made an online order with ikea. However, one of the components came damaged. I attempted to call the company customer support and the phone number refused to transfer me to anyone. I was hung up on 4 times. I spoke to the online customer service and they could not help me, and did not have the ability to get someone who could. They referenced the call center multiple times, or driving an hour and a half to the store for replacement of a $2 item. What I want is ikea to send a replacement part for my damaged component. I spoke to customer service agent, Priyanka, on 10/1/21 at 4:10 pm. until 4:40 pm.

  Business response

  10/20/2021

  Hello, 

  Due to current system restrictions, we are able to arrange replacements. However, we'd be happy to refund the customer for the damaged goods and the cost of shipping, so that the customer can place another order. We require the original order number and article number of the damaged product. 

  Thank you. 

• Initial Complaint

  10/01/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I canceled an order with Ikea on 9-10-2021 and have called them repeatedly to see where my refund is. I have been disconnected multiple times, the order number was *********. I was reimbursed yesterday for the shipping charges but not for the 4 counter stools. Please help me get my funds back. Thankyou

  Business response

  10/20/2021

  Hello, 

  According to our records, a refund in the amount of $52.43 was processed on September 29, 2021. Another refund was processed on October 1, 2021 in the amount of $406.60. This brings the total amount refunded to $459.03, the original amount paid on order *********.

  Thank you. 

• Initial Complaint

  10/01/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased a nightstand, forks and a picture frame on Aug 26 and never received the items. I have been calling since Aug 28 about my package and ikea claim not to know where the package is. They were supposed to credit my account and it’s been over a month and they have not done so. They are telling different stories every time. I had to pay the minimum balance due on my cc because this charge.

  Business response

  10/19/2021

  Hello, 

  According to our records, on October 2, 2021, a refund was processed back to ******* ********** original form of payment. The order is ********* and the amount refunded is $153.48. 

  Thank you.

• Initial Complaint

  09/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased bookshelves from Ikea in June to be delivered to me. First, the purchase took approximately a week of long calls - with very long wait times ie 40 minutes - to be placed. It was a phone order because it showed as out of stock online. Customer services agents were rude and unknowledgeable about many things. The shelves did eventually arrive. I would like to return them and they are insisting that I bring them to a store. I live in the city and do not go carting pieces of furniture around town. If an item is bought online or via phone for in-home delivery it should be returnable in the same way. The customer service agent was incredibly rude and unhelpful, claiming there is no way that can be done, even though I would like to order other bookshelves to be delivered, and have asked that the previous ones are picked up simultaneously. There is always a way to do something, and if they are going to refuse this simple request I would still like a refund for the shelves.

  Business response

  10/20/2021

  Hello, 

  Due to Covid-19, we are unable to arrange pick-ups in the New York- Connecticut market at this time. We anticipate this restriction being lifted soon, however, we do not have an exact date of when this service will be available. We'd be happy to assist the customer with arranging pick-up at no additional charge once available. We kindly suggest that the customer reach out to [email protected] with their order number as the subject line, so that one of our Corporate Specialists can check for an updated status.

  Thank you.

*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. ↩