ComplaintsforIKEA US, LLC

• Initial Complaint

  08/07/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered the core GodMorgan bathroom set for my Ikea over a year ago. Due to my husbands job relocating him we never got to install it. So we hired someone to install it. Now we realize we did not get two of the drawers for the vanity. I reached out to IKEA to see about getting the two missing pieces. I was told over and over again it was past their refund and return policy. I never once asked or expected my money back. I only wanted the two pieces I never received. I even offered to pay for the pieces that I already paid for and didnt receive. I was told it would be over $500 for the entire bathroom. I then got very upset because I no longer have a bathroom because we demoed it to install the godmorgan bathroom. I then asked to speak to a manager. I was put on hold and then a few minutes later I heard her come back on the line and hang up on me. I would like someone for my Ikea to reach out to me regarding this matter.

  Business response

  08/19/2021

  Please provide us with your order details or your proof of purchase if bought in a store location so we can look into this.

• Initial Complaint

  08/04/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased a mattress from IKEA on 4/2/2017. The mattress springs have begun collapsing, resulting in a mattress lopsided on one side and sloping in the middle. We have contacted IKEA customer service on several occasions with several emails and phone calls on June 10, June 18, July 1, July 6, July 28 and August 3 of this year. Each time, they respond asking us to send photos of the mattress and receipt. We have sent photos on two occasions and sent receipt photos, and I have screenshots and emails showing that those were sent to their customer care email. Almost two months later, there has been no resolution, and not even any movement on the case, despite the fact that this is well under the warranty period of 15 years. We are seeking a replacement mattress and for them to haul away the defective mattress. IKEA case number is ********.

  Business response

  08/09/2021

  Please reattach the 3 photos (titled IMG **** - IMG ****) or retake photos and attach them.  The photos you have attached are blank and will not open.  These are required to proceed.

  Customer response

  10/04/2021

  [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:
  

  I have reviewed the response made by the business in reference to complaint ID ********, and have updated the attachments as requested. Looking forward to the response and a resolution that honors the warranty. 
  
  Regards,
  
  **** ************

  Business response

  10/07/2021

  Hello, 

  Thank you for providing information to support the warranty claim. Our Costa Mesa resolutions specialist will contact you to discuss available options to resolve this matter. Your case number is: ******** and has been updated to reflect information provided.

  Thanks.

• Initial Complaint

  07/26/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased a couch from Ikea online, to be delivered 21Jul2021. That day, the delivery company left a chaise and legs, but not the actual couch, They said the box was damaged and they would bring the next day, that did not happen. After contacting Ikea on 23Jul, they said to wait and see if they delivered it that day. No delivery and no email or information came from Ikea to acknowledge or explain the status of my order. On 24Jul2021, I spent 1 hour and 15 minutes on the phone, had to explain the situation twice, as I got transferred and the second person had not idea of why I called. In the end, the solution is to refund that portion of the order. So what do I do with half a couch? I even had to ask for delivery fee re $49, they did not offer, then came back and said they could only refund half of it. Now, I have to use my own time to return the portion of the order I have, and eat the delivery cost. They state 10-14 days for refund, I need refund now so I can buy a couch.

  Business response

  08/05/2021

  Customer was contacted via email and offered resolution for the issue.  Please respond to us as soon as possible.

  Customer response

  08/10/2021

  [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.  I am very pleased with the way Ikea resolved my situation and will gladly support their business again.
  
  Regards,
  
  ********************************************
  

• Initial Complaint

  07/23/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I went to the ***************** store on Jun. 16th and requested a home delivery for the purchased furnitures, which is schduled on Jun. 23rd. On Jun. 21st I received a notification email (attached in the supporting documents) saying that 3 items (in total around $1000 including the tax) in my original order are out of stock and can not be delivered, they gave me a case reference number and started to process my refund. After I received the email, I've contacted ikea five times and every time I was told to wait for **** days to get the refund. However, I haven't yet got the refund and more than one month has passed. I don't understand why their work efficiency is so low and I don't think they are trustworthy anymore.

  Business response

  08/05/2021

  Customers refund has been completed.  Receipt attached as PDF

• Initial Complaint

  07/22/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Recently I purchased a bed frame and mattress from a local Ikea store (******, **). Since the bed is too big for our SUV, we used the default delivery option (****) of Ikea to deliver the whole thing to my home. But the bed backboard was damaged and not usable when we opened the box.I contacted Ikea customer ******************** last week and they got me connected to the local manager. This guy told me they will let ***** deliver me a new backboard and pick up the damaged one. And I never hear back from him again...And today I called Ikea again, they told me they do not provide delivery for returns. So they basically told me to spend another 200 dollars to send the damaged part back to the store and spend another 200 to pick up a new one. That's totally unacceptable.I just want Ikea to send a personnel to pick up the damaged parts and send me a new one, how hard is that?

  Business response

  07/22/2021

  This issue was reported to us on 7/16 in case ********.The store is currently working to resolve this issue. 

  Thanks, 

  April H. 

• Initial Complaint

  07/21/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a mattress online and they delivered left it outside the plastic wrapped was opened the mattress was exposed and it smelled like chemicals very bad. I brought it into my house but the smell and the mattress looked used. I called IKEA customer service and they scheduled a pick up immediately the next business day. I requested a refund because their quality mattresses has a chemical in them I am allegoric to and it’s toxic. I don’t trust this store in getting another mattress. Their delivery was inefficient with opened plastic on it and I don’t feel safe ordering a different mattress from This company. I spent hours of the phone calling them and their representatives are not stellar in helping or doing right by the consumer. I need a refund I cannot use this defective merchandise and don’t want to deal With this inefficient I am requesting a refund to my credit card immediately in the amount of $301.98. Thank you for efficiency in doing the right thing. Order: *********

  Business response

  07/22/2021

  This issue is already documented in case ******** and on 6/30 the customer was advised of the mattress return policy and that a store credit would be issued. 

  On 7/9 the customer called into the Customer Service Center and spoke to a manager. The customer stated that she hadn't been told about the return policy on 6/30. The call was reviewed and it was confirmed by the manager that the return policy was disclosed. 

  The customer's case is processing and a refund will be issued to store credit as that is the policy for mattress returns. 

  Mattress purchases may be exchanged for another mattress one time within 90 days. To view our full return policy please visit us here: https://www.ikea.com/us/en/customer-service/returns-claims/

  Thanks, 

  April H. 

  Customer response

  07/26/2021

  [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:

  I do not FEEL safe getting another mattress drom

  this company as their mattress have a toxic chemical

  in them and this is a health concern for my family.

  I am demanding an immediate refund of $301.98 back to my credit card.

  I don't trust this company and this is a mattress you are exposed to each and everyday also when they delivered it it was opened and in a dirty truck so I do NOT want any further mattress from this company. They is negligence noted here.  IKEA is a big company and they have the capacity to refund my money and do the right thing. Every company allows for mattress refunds due to problems such as this and with toxic materials which my family cant be exposed with allergic.  They have only the same to offer and NOT. Selection of different manufacturers. There are no other manufacturers that they offer so my selection is nothing so refund my $301.98 in good faith and the right thing by the customer. 
  

  Regards,

  ******** ********

• Initial Complaint

  07/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  IKEA Kitchen Cabinet Warranty I have contacted IKEA Customer Resolutions by email with explanation, photographs & copies original receipts.I did have verbal phone contact several times with IKEA Customer Resolutions and I was instructed that ******** was to contact me within days (June 2021) to schedule an appointment to photograph cabinets at my home.Ikea made no contact with me nor did ********.I made MANY phone calls @ ********************* ..NO ONE ANSWERS

  Business response

  07/22/2021

  Unfortunately, we're unable to find any documentation with the information provided. Could you please confirm your case number or original order numbers? We'll need this information to look into this for you. 

  Thanks, 
  April H. 

*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. ↩