Ikea Customer Service Issues

I am extremely disappointed with this company's service and will not be making any future purchases here. I bought items in-store last Sunday and scheduled delivery between 5pm and 9pm on Monday. Despite waiting at home since 4:47pm, the delivery never arrived. When I called at 9:15pm, they claimed to have attempted delivery at 6:40pm, which I know is untrue. I was promised a call before arrival due to my building's access, but received none. I requested a full refund including shipping, but after no contact for five days, I called again only to be told I would receive a gift card instead. The customer service representative was unhelpful, dismissive, and refused to honor the previous promises made. Their attitude was rude, and despite my attempts to follow up, I have been unable to reach anyone. This lack of accountability and poor service has lost my trust in this company entirely.

I have been attempting to resolve a delivery issue for my EKTORP 4-seat sectional couch with IKEA and XPOLogistics for the past two weeks. Despite multiple calls, the delivery has been delayed, and the information provided by both companies has been conflicting. Here is a summary of my interactions concerning Order #[redacted]55 placed on 8/13/18: - 9/1/18: Original delivery date missed, provided with XPOLogistics contact - 9/4/18: XPOLogistics had no record of arrival, advised to call back - 9/7/18: Still no record of arrival, IKEA provided shipping number and rescheduled delivery - 9/8/18: Order delayed as only part arrived, no reschedule date given - 9/9/18: Delivered delayed, awaiting contact - 9/11/18: Promised call for delivery window not received - 9/12/18: Delivery postponed due to missing part from IKEA I am frustrated by the delays and conflicting information. I expect IKEA to take responsibility and fulfill their end of the agreement promptly. As a teacher, spending over a thousand dollars on a couch that is overdue is unacceptable. I am considering canceling my order and seeking a refund to avoid further inconvenience. Sincerely, H.J.

Hello, I received an order from IKEA a week ago, and one of the items, a SKADIS pegboard, was missing. I sent two email requests about it last Saturday but have not received a response from IKEA. The delivery men did not provide an invoice and had me sign for everything before checking the contents. The order placecard stated that I received 52 pieces, which is incorrect. My order number is [redacted]30-[redacted]-1. I also have items to return or exchange, and it would be great to have everything shipped together and arrange a pickup for the unwanted items. Best, David

Regarding Order Number [redacted]20 placed on August 10, [redacted], the delivery was expected by August 23, [redacted]. Unfortunately, an incorrect package was received at our address, not containing any items from IKEA. We promptly documented this with photos, then pursued the matter by visiting FedEx for guidance. Per FedEx, the responsibility falls on IKEA. Subsequently, we submitted an online request through IKEA's website, followed by a second request after a week. Despite numerous attempts over three weeks to reach IKEA by phone, we faced repeated disconnections. Finally, in today's conversation, IKEA acknowledged the oversight in updating the account, apologized, and transferred the call abruptly, leading to disconnections in subsequent contact attempts. This frustrating cycle has persisted for a month, prompting consideration of legal recourse.

On September 3rd, we visited the Atlanta store with the intention of buying a Kivik sofa with a chaise lounge. At the store, we were informed that one out of the five pieces we needed was out of stock and wouldn't arrive until the end of the week. We decided to proceed with the purchase and scheduled delivery for today, September 16th. Unfortunately, when the delivery team arrived today, they had difficulty communicating in English, causing issues with the delivery. The packing slip number is 269C21-1, associated with Order [redacted]95-[redacted]-1, indicating four boxes, but a product note mentioned a multi-box item with two boxes inside one. Despite assurances from the delivery team that all parts were present, we discovered a missing piece while assembling the sofa. This oversight has been frustrating, given our busy schedules and uncertainty around when the missing piece will be delivered. We are frequent IKEA customers, but this experience has made us consider looking elsewhere for furniture. A call back with a new delivery date and a refund of the delivery fee would be greatly appreciated. Thank you.

I placed an order over two months ago. We were scheduled for delivery twice, but it only arrived after the third attempt. The XPO delivery team brought only 5 out of the 7 pieces. They promised to return with the missing items but never did. After contacting XPO, they had no information on the lost pieces due to lack of inventory control. They mentioned Ikea would follow up on a later delivery, which never happened. Despite making over 15 calls to Ikea, all I receive is a message about high call volumes preventing them from assisting me. I attempted to assemble the bed, but the box was severely damaged, rendering the headboard unusable. The other boxes were also ripped and damaged. This experience has been frustrating, and I just want to explore our options moving forward.

Dear Ikea Team, My husband reached out via email 10 days ago and unfortunately, we have not received a response yet. Despite attempting to call, we are consistently met with a message indicating that high call volumes are preventing our call from going through. Our purchase history includes 4 pairs of MERETE curtains (order [redacted]28) bought a year ago. After the initial shrinkage post-wash, followed by hemming, the recent cold water wash caused another significant 3-inch shrinkage in the curtains rendering them practically unusable after just a year. This ongoing issue of shrinkage, also noted by other customers in reviews on your website, points to a severe product defect. These curtains are not holding up despite following care instructions properly. Considering this, I am requesting a full refund. Looking forward to your prompt response.

We bought a SANDBACKEN pullout couch from IKEA on 8/31. Initially missing the pullout part, we returned to the store thinking to pick up the missing piece along with the pillows. We discovered we were given the wrong couch model that didn't include the pullout part. After multiple visits and exchanges, we got the wrong item again - a bed mat instead of the pillows. We now face a third trip to IKEA to sort out the situation. We are hopeful to only obtain the pullout part without dismantling the couch frame we already assembled. It would save us a great deal of time and inconvenience if we could simply collect the missing piece. We have been attempting to reach out to IKEA for clarification before going back to the store. Any assistance in resolving this matter without having to entirely dismantle and rebuild the couch would be greatly appreciated. Thank you.

Subject: Issue with Coventry IKEA Kitchen Installation Dear Sir/Madam, I am reaching out to address a concerning experience I had at Home Stores in Coventry IKEA while planning a kitchen installation. The customer service I encountered during the process was incredibly disappointing. On September 1st, I had an appointment with Rebecca to design and quote the kitchen. Despite being promised a call from the installation team within 2 days, no contact was made, and I was informed of an 8-week wait for installation. Numerous attempts to follow up were met with unhelpful responses, including staff shortages. After a visit from the Lakers installation team on September 11th, clarifications were needed, but communication and quotes were repeatedly delayed. Each step required extensive follow-up from my end, culminating in failed promises and unresolved issues, leaving me without an installation date and jeopardizing my tenancy. The lack of professionalism and efficiency exhibited throughout this process is unacceptable for a company of your stature. I am exploring options for compensation due to the immense inconvenience and stress caused by this ordeal. I eagerly await your swift response. In accordance with Trading Standards guidelines, I prefer all correspondence to be directed through this email address to maintain a comprehensive record of this case. Sincerely, Briony Green Location: Coventry IKEA, 95 Mount Nod Way, Coventry West Midlands, CV5 7HB

I placed an online order and received it last Tuesday, but unfortunately, one item, the GODMORGON mirror, was missing. I contacted the shipping company right away, and they promised to find the missing item and deliver it to me. Despite following up with them last night and this morning as agreed, I still haven't received the mirror. I'm frustrated and simply want the mirror I purchased.

Hello, my name is Qiyue Xiao. Recently, I made an online order (order number [redacted]58) for Ikea furniture. Unfortunately, when the delivery date arrived on September 2nd, I noticed that one part of the sofa was missing. After speaking with Ikea customer service, a new order ([redacted]69) was placed for the missing piece, and the delivery was rescheduled for September 11th. However, the delivery was delayed multiple times, first to September 13th, and then to September 14th. Despite my efforts to follow up with North American Logistics, who are handling the delivery, I have yet to receive the missing part of the sofa. During my recent contact with them, they incorrectly stated it was a store pickup and directed me to reach out to Ikea. Despite trying to contact Ikea through their hotline, I have been unable to speak with anyone. Therefore, I am reaching out via email to address this ongoing issue.

Dear Sir or Madam, I regret to inform you that the parcel with tracking number [redacted][redacted]6 reached me in a torn and wet condition, resulting in damaged and missing items, likely due to adverse weather. While unpacking, I encountered broken glass that caused a cut on my hand, resulting in a displeasing experience. I am seeking compensation for the missing and damaged items instead of a replacement. Kindly arrange for the reimbursement to be processed through my credit card. I appreciate your comprehension in this matter. Unfortunately, I can only attach one photo, but I have additional pictures of each affected item. Two items are entirely missing, likely due to the poor packaging and tearing of the parcel. Best regards, Christoph B. 18 West 48th Street, Apt 28A New York, NY, [redacted]

Subject: Assistance Required with IKEA Order No. [redacted]07 Dear Customer Service, I am writing to bring to your attention an issue I encountered with my recent purchase from your Warrington store. On 7 July, I acquired a variety of items, which totaled £[redacted], including four 'Martin' style chairs. Unfortunately, upon attempting to assemble the chairs, I realized that one of them was missing the necessary fittings. While some fittings were provided later after contacting IKEA, the cylindrical cross tubes were still absent. I made two separate calls to IKEA, each resulting in long wait times on the phone. To my surprise, I was charged over £18 for these calls, which I believe could have been avoided. The cost of the calls nearly equaled the value of the chair itself. I kindly ask for your understanding in this matter and request a partial reimbursement for the telephone expenses incurred due to the missing parts issue. Sincerely, D. Wilkinson Telephone: 01[redacted]72 Mobile: 07[redacted]08 P.S. I attempted to email customer services as suggested on your website but received an automated response informing me that emails are not accepted. This has led me back to the frustrating cycle of having to call customer services again.

In early September, I received a $15 in-store only coupon for my birthday month. Lately, I've been trying to buy 2 of the 8” Blanda Blank bowls ([redacted].[redacted].55) from the Oak Creek store. Initially, I checked online for availability, but the product was out of stock on the shelf. I returned on Monday 9/17, and the item remained unavailable. An employee confirmed it was out of stock and expected more on Wednesday 9/19. Today, 9/20, the bowl was still missing. The website indicated it was in stock, but it wasn't. Upon checking with a different staff member, he found 96 in-store but was unsure of the location, recommending I look near the checkouts or display areas. Frustrated, I inquired about alternatives before my coupon expired. The employee promised to inform the inventory manager, but it may take nearly 2 weeks to replenish the stock. It's frustrating that it will take over a month to purchase the bowls I want and redeem my coupon. Despite multiple visits, my experience at this store is disappointing.

Subject: Delivery Complaint regarding Order Number [redacted][redacted] Dear Sir or Madam, I am writing to address a delivery issue with order number [redacted][redacted]. This concerns the failure to deliver garden items as agreed upon. The delivery was scheduled for 13-Jul-18 after initiating payment on 15-Jun-18 via direct debit. Despite confirming availability for delivery on the aforementioned date, the order was not fulfilled. Not only was this a breach of our delivery agreement, but it also involved items being out of stock that were paid for in advance. Subsequently, the rescheduled delivery on 17-Jul-18 resulted in additional expenses and inconvenience, amounting to a net loss of £[redacted] for a day off work and £[redacted] for travel expenses to and from the Ikea store in Nottingham. Therefore, I am seeking compensation in the total amount of £[redacted] to cover these losses. I request a response to this matter within 14 days to avoid further escalation. Failure to do so will result in legal action to recover damages, interest, and costs incurred. Sincerely, Keith Hughes

Hello, I placed an online order with Ikea that was due for delivery yesterday. They promised a delivery window of 7am-11am. Despite waiting, the delivery did not arrive until 3pm. No one informed me about the delay, and I was disappointed. I phoned customer service but had to wait for an hour before being informed of the delay. Subsequently, when I checked my online order, it claimed a delivery attempt was made at 1:48 pm, which was untrue as I was at home the whole time. Following a frustrating conversation with an unhelpful representative named Roxanna, I discovered the drivers allegedly attempted delivery to a white door, which is not mine. This lack of responsibility and care from Ikea has led me to cancel my order due to the inconvenience caused. I now face the challenge of rearranging my schedule to accommodate a new delivery time from a different company. I expect better service and accountability from a company as established as Ikea. Best regards,

Hello, I have been trying to contact customer services for the past two days but have had no luck. I tried calling and waiting on hold for 55 minutes yesterday, and today was the same story. I resorted to reaching out via Facebook Messenger and just found the Twitter account now. I am extremely disappointed with the lack of service from your company. I recently purchased a PAX wardrobe from the Wednesbury store on Sunday 16th and experienced numerous issues. The list I was given to gather the parts was incorrect, and I had to search for them on my own. When I started assembling the wardrobe, I noticed marks, chipped parts, and missing screws. As I was putting it together, the wardrobe fell apart, even before I attached the doors. This has left me frustrated and disappointed as I spent around £[redacted] and had a difficult time at the store. I urgently need a resolution to this situation as I am in need of my wardrobe. I appreciate your prompt response. Thank you. S.W.

We placed an order for two items from Ikea on August 29th, totaling $[redacted].12 with tax and delivery included. The estimated delivery date given was September 30th. Firstly, why does it take Ikea over a month to deliver products ordered online when other companies can do it within 1-2 weeks? We were scheduled for delivery on September 30th between 9am-9pm and were told the delivery company would confirm the final date. However, we have not received any confirmation regarding the delivery date or time. When attempting to contact customer service, we are faced with automated messages stating they cannot provide updated information due to high call volumes. Secondly, is it Ikea's protocol to accept significant payments from online customers without offering clear delivery guidelines or a way to get in touch with customer service for assistance? This lack of communication is unacceptable, considering the amount paid for the items. We need a definite delivery date and time frame to plan accordingly. Waiting the entire day on September 30th without confirmation is impractical. Ikea must provide a reliable delivery schedule if they offer online services.

Hello everyone, I recently bought the SONGESAND BED with HOVAG PCKT SPR MATTRESS 140X200 from your store in Kuwait. Upon receiving and assembling the items at my house, I discovered that the mattress was damaged. I contacted the Kuwait store to report the issue, but they have refused to collect the damaged mattress from my residence. Instead, they asked me to bring it to them for an exchange. I am disappointed with this level of customer service from Ikea. I spent $[redacted] on Ikea products within the last two days, and I expected better assistance. It is unfair that I have to bear the cost and inconvenience of transporting the damaged mattress back to the store. I would appreciate your prompt response to my situation. You can reach me at [redacted] or [redacted] Thank you, Dias

I am a first-time IKEA customer and disappointed with the lack of customer service and knowledge of the sales representatives on the showroom floor. On 9/21/[redacted], my fiancé and I purchased a couch ([redacted].[redacted].46) with specific seat covers and a 5-seat sectional displayed. My confirmation number is [redacted]. The delivery was late, and I was missing the GRONLID cvr/lvst sectn Sporda natural US for $[redacted]. Additionally, my order form listed 17 pieces instead of the correct 18. I also did not receive the storage open-ended sectional shown in the setup. Despite spending almost $1,[redacted], I cannot reach a live person when I call. I hope IKEA can resolve these issues promptly, or I will have to consider returning the couch and taking my business elsewhere. Please contact me at [redacted] to discuss a resolution. Thank you, Alexis Michel.