IKEA
reviews and complaints

I am a Canadian citizen who owns a property in Miami. I flew on October 2017 to Miami with the only goal to purchase an entire kitchen at Ikea for my condo. The reason I chose Ikea was because since I don't live locally, I trusted Ikea to help me take care of the entire process.
I went to your store (Store 347) and purchase in one night the whole kitchen as well as quartz countertop. I was promised a delivered for November, 2 weeks later. After I left US; I was informed that the delivered was changed to December 16.
Then to my surprise my tenant sent me a letter from Ikea apologizing that some parts of my order were no longer available. Being in Canada you have to understand that I am not in position to go locally and complain personally. I tried to call and after 45 minutes waiting on the line and nobody answering and when they finally did, they said they would transfer me to the correct person and the line dropped.
I attempted that 3 times until I finally gave up. It was my mistake purchasing an entire kitchen with Ikea that goes without saying. Now I am not sure what to do. Am I supposed to fly to Miami to make a new order, request a full refund, shop elsewhere? I already spent a lot just flying to Miami to take care of this problem. I can't afford to do it again.
The lack of professionalism and support is embarrassing. The only time I was receiving frequently call and support was when Traemand (Traemand Atlantic Services; 3333 S Bannock St., Suite 450; Englewood CO 80110; [protected]) a company recommended by Ikea to install the new kitchen wanted me to sign the contract, which luckily I do it since they requested the payment immediately.
Fortunately I didn't pay them for the services since they wouldn't be able to install since a month later I was informed that some items I ordered was no longer available. I personally wonder if this whole situation is not a scam from that company together with Ikea when I decided not to use their services.
Now, I am not sure how to proceed, I am in Canada, no support, no phone calls; almost US$7, 000.00 has been in Ikea hands with no product and nobody to call of return a call. Should I hire a lawyer to help follow up with this situation. I used Ikea often in Canada and they are amazing. First time working with Ikea USA.
Tried to contact their manager Selwyn Crittendon and of course, I receive no reply or interest from his side regarding the incompetence of his store. The sale is done, they have the money and they don't care about following up.
I made the purchased at Miami, store 347. Sell# [protected]; Sales person: Maria T. on October 31, 2017.
Some of the emails I have received from Ikea until finally I was informed that the items that were missing are no longer available and little refund gift card was mailed together for my trouble.
US Aftersales Resolution 259
Nov 14

to me

Hello,

Thank you for your recent order. As a valued IKEA customer, your satisfaction matters to us.

This email is to notify you that there was a delay in the in the shipping date from the warehouse to the final mile delivery provider. This may cause a delay in your previously anticipated delivery date. Please note that some orders will still arrive on time, but we would rather error on the side of caution in keeping our customers as updated as possible. At this time, your order has left our warehouse and you should have received an email letting you know that your order has shipped.

You will receive an email when your order arrives at the delivery company in your local area. The delivery company will contact you within 2-3 days after receiving your order to schedule the actual delivery date.

If you have any questions regarding your order, please call us or reply to this email with your order number as the subject line.

We apologize for any inconvenience this may cause you, and we thank you for your order.

Best Regards,

( of course it wasn't signed)

I ordered a complete kitchen from Ikea on 10-29-17 after meeting with one of their kitchen planners at my home. I loved the floor plan so I ordered everything and set up delivery for 11-28-17. About a week prior to this date, I received a delivery date confirmation email from Ikea. So far so good, or so I thought.

My order was not delivered on 11-28 as promised. I waited all day. I called the delivery service listed in my confirmation email from Ikea at 6 pm. I got ahold of a man in dispatch who blamed Ikea for my missed delivery. He said that Ikea sends them way too much stuff and they can't deliver it that fast.

I rescheduled delivery for Monday 12-4-17 between 9-1. The time frame came and went with no delivery. At 2pm I contacted the delivery company again. I was told to call a number in New York. I called and spoke to Lacey. She contacted the local deliver office that I had spoken to before, they offered NO explanation on what happened. Lacey told me that he Operations Manager from the local office would call me by 6pm. NO call. I called Ikea customer service at this point and sat on hold for 2 hours. I finally hung up and went to bed.

This morning I called the office in New York at 7:30am CST. I was told that I needed to talk to Lacey who would be in at between 12-1pm.

I called Ikea customer service again and sat on hold for almost an hour. I reached a female employee who mumbled her name. I told her my story, which took a few minutes because I was constantly interrupted by the employee. I finally finished and she put me on hold to contact the local delivery office. After being on hold for 35 minutes, she came back on the line and said that my delivery would come on Thurs 12-7-17 between 9-1. No conversation with me, she just set it up. I asked her to contact them again to have my items delivered today (Tuesday 12-5-17). She told me that was not possible and ended the conversation.

I called the New York office again at 12pm CST, which was 1pm EST. I was transferred to Lacey and again explained my problem and told her that no one had called me despite her assurances that they would contact me. I asked if she would please contact the local delivery office to have my items delivered today, Tuesday 12-5-17. She said she would try. After 12 minutes on hold, Lacey came back on the line. She said that there was nothing she could do and that I should have called them earlier that day. At that point, I gave up. I had already taken 2 days off from work and lost 2 days of income. Now I had to take a 3rd day off.

I am not in the least convinced that my delivery will show up on Thursday. More to follow on Thursday.

The customer service levels at both Ikea customer service and the New York office of the delivery company that Ikea uses was pathetic at best. I spent thousands there on my kitchen plan and this is what I received.

I

Dear Management Team,
I have been sitting at home all day waiting on an order that I just found out has been back ordered on 11/21/17. My concern that I have is why wasn't I notified that this order would not be delivered by the estimated date? As you can see this order was placed on 11/2/17 so why is the order having to be ordered on 11/21/17? It would appear to me that you have placed the order when I submitted it on line so it would be ready for shipping on the estimated date. I had to call in 11/10/17 to find out why the money had not been deducted from my account. The representative informed me that the product would be shipped on 11/25/17 and wanted to know if I needed to have a confirmation call for delivery. I advised her I would be home all day. I have contractors set up to install this product and now I have to cancel them and still pay a fee. The representative on the phone was no help at all yet she offered me a gift card, really, you think that you failing to complete an order on line is going to give me trust and confidence you being able to handle another order. I fail to see why I was on hold for 35 minutes only to be informed that I would not get my order in a timely manner. I have enclosed the details below, so please explain to me one how this order is cheaper on line then in your store and two why it is delayed? I look forward to hearing from you.
Order number: [protected]
Billing address Ronald Worobel
7607 Benji Ridge Trail
34747, Kissimmee FL

[protected]
[protected]
407
[protected]
r.[protected]@mail.com

Time of order: Nov 02 2017 - 8:01pm EDT
Delivery address Same as billing address

Delivery method: Truck ? The delivery company will confirm the final delivery date.
*Estimated delivery: Nov 25 2017 9:00am - 9:00pm

2
LILLÅNGEN
High cabinet with mirror door
$99.00

black-brown black-brown, 11 3/4x8 1/4x70 1/2 " / 30x21x179 cm
Article Number: 902.050.83 Total $198.00

Payment type
MasterCard
**** **** **** 0676 Exp. 10/20

Subtotal before delivery $198.00
Delivery $79.00

Total excl. Tax $277.00
Taxes $14.85

Order Total $291.85

To whom it may concern,

I am writing to you to file a compliant report on the rude behaviors of your employee Teressa working at IKEA Elizabeth NJ. As cashier, she is extremely indifferent about customer's time, chatting with one customer without thinking the line was getting twice longer than others. We were waiting in line for 20 minutes and she did not finish serving one customer. When we noticed she was not answering the customers questions and just chatted casually, we went to remind her to be a little bit quicker. However, she completely ignored us and still happily chatted with that customer. Eventually, we had to change the check out line in order to save our time.

We shopped at IKEA a lot. Every time is quite pleasant experience. However, we were really upset about her lazy and careless attitude, which greatly impacted the good impression as we used to have for IKEA.

We are IKEA family member for years. We hope this is not the way you treat your family member.

Order number: [protected] I ordered a lot of stuff on Oct 23rd, had of it didn't reach, when I called them, they picked up after a wait of 35 mins and said it would be here by today, it is still not here. This is completely unacceptable, it has been almost a month and out living looks like a mess.
Nobody picks up the phone, and even after they do, they put you on hold for another 30-40 mins. I am a college student and cannot afford to order stuff twice and I cannot waste time in coordinating with Ikea staff I have exams to study for. I have paid the full amount for the stuff I have ordered and I should have had it 2 weeks ago, I do not have any information about when its going to reach and the customer service online is pathetic.

Hello

First of all, I am really sorry to say that, but I am very disappointed of the customers service and support I had from Ikea.
I live in Jordan and I bought many seats from Ikea Jordan on 20th of october, 2017.
I paid extra money for ikea to deliver them to my house and they did 3 days after the payment. When the seats arrived, one of the Covers was damaged. I called the customer service many times, made many complaints, and sent them the photos of the damaged cover, but no one neither sent me the team to check and change the cover nor gave me a solution . I was calling them daily in the past 2 weeks but without any response.
After 2 weeks I called the HR and finally they sent me someone last monday to check the cover. He only took photos for the damage and promised me to come back with a new cover within 2 days but again, no one came . I called them again many times, but without any response.

So I decided to contact any other ikea branch outside Jordan because I had no more choices. The employees here gave me a very bad impression about Ikea . Honestly, I decided not to buy anything from Ikea again due to the bad customer service and support. Why should I wait more than 3 weeks to have my damaged cover changed ?

I would be grateful if you can please forward my complaint to Ikea head office or to International customer support department .

I attached the photos of the damaged cover in the email.

Thank you

Dear all, I have bought nymane hanging light from ikea utrecht store as usual package is sealed. I had opened week later for fitting it. Then only noticed roof connecting part with lamp is missing. I went enquired this on same utrecht ikea store service desk. Service desk staff started searching that part on stock availability but she couldn't able to find it. As per procedure if products part is missed it could be order from ware house. She didn't know how to do that. To hide that reason she and her collegue from service desk talk to each other thought of excuse to loose me she thought I might have bill to asked for it, I brought it in hand showed to her later again they had discussed among them, she searched inside and later told excuses that bill has been done on 13-10-2017 now it's passed two weeks so it cannot be handle instead lack knowledge in system to order it and without having spare stock in store and telling its not store reasonability call through phone ikea customer care she said through after discussing with her collegue instructions though she should have attend other customer she was passing time with me without giving proper solution. I thought it's not going to work out so I have requested for store manger to discuss on she super annoying said you won't get anything from her nor any solution so leave shouted at me. I should forward for valid reason and explained to manager all this situation I went through finally I received product return back option.
I have expected similar response from staff handling at service front desk or any other valid alternative solution but instead annoying lady without fitment to handle customer problem on 3rd november 7 pm utrecht ikea.
Please take proper action, so other customers won't be affected because irresponsible service front desk staff.
Kindly
Sarvesh

I need an answer about my order it is impossible to trust your delivery service in the business department . First was scheduled for Saturday 21st then received a call to be delivery on Tuesday 24th and nobody showed up. I'd been contacting the sales rep and no answer by phone or email not even an answer from another person copied in the email. We went to the store to get a response and no one could help us we lost a lot of time and money in this problem and need a solution as you may know in any business mistakes have a cost and time is gold.

Hello. I am weiting from the Netherlands to report that i was absolutely mistreated with Ikea. During my order i stated that i want to be called upon my delivery arrival. The delivery guys didnt call and left a note that nobody was staying outside which is rediculous to ask me to spend all my morning waiting outside. After i called and asked for immidiate delivery same day, they delivered it to somebody else. I had to call again and prove to the customer service that it wasnt me who signed. They were rude and disrespectful. Now i have to wait one week longer to be delivered and they "suggested" me to take another day off. I mever ever had the worst experience with no one company. Can you please do something about it?

We were sent our TV stand without any screws or assembly parts. We had to go to an ikea two different times to get all the parts, which is extremely difficult living in New York City, hence why we ordered online. We get all the parts and realize we have also been sent wrong wood pieces. Ikea gave us the wrong order and would do nothing to fix it. We should have gotten a refund on the furniture or at least the ridiculously expensive delivery fee. I am very disappointed in my ikea experience.

Order number: [protected] 9/20/2017

What an impossible company. Do not use if you wish for a high quality customer based service.

I place an order for good > $2000 on the 20 September. Order is scheduled for delivery on the 30 September.

Update from delivery company on 29 September to say that they cannot deliver and not sure when they will.

Called IKEA for update on 10/1, they say hang on for 3-5 days.
Called IKEA for update on 10/4, they say we dont know when we can deliver and can't even tell you when we can update you.

Sorry but I can't help!

(from IKEA web-site)
Delivery Time: 09/30/2017 09:00 - 21:00
09/20/2017 Thank you for your order. We will begin processing shortly.
09/23/2017 Order is being prepared for shipment at the IKEA distribution center.
09/23/2017 Order has shipped from the IKEA distribution center.

I purchased a sofa from IKEA's North York branch in October 2016. I made an appointment and they brought. After 3-4 moths, there occured tears on the seams. Now The fabric looks old as if it has been used for years. And There is an issue on sofa's skeleton.

For these issues I sent an e-mail on 20/07/2017 and asked help. But they wanted the invoice. I told them I did not keep an invoice of 9 months ago, the date of purchase and my name. I explained that they can get the sale details from the shipping records.

As a result, they did not really help me with the $1800+tax I paid for the sofa.

We bought a King-size Firm MORGEDAL foam mattress in August 2017. We decided that we need to have a less firm mattress due to back problems I have. We went to the Canton, MI store in Sept 24, 2017 and asked for an exchange, where they deliver to our home a King-size Medium Firm MORGEDAL foam mattress and pick up the one we bought before in the same truck. A lady manager placed the attached order and all the associates were surprised to learn from her that this is possible. There service was magnificent!
The problem was with the delivery company. The order states that they deliver in Sept 27, 2017. They called me early that morning from the following number: [protected]. I was not able to answer, so they left me a voicemail telling me that they want to deliver early in the morning and to call them at the aforementioned phone number. I kept calling them all day from 10:30am up until 3:00pm with no answer and with a voicemail inbox that was full. So I could not leave them a voicemail. I texted them to let them know that they can deliver anytime that day and no confirmation came from them. A guy picked up the phone at 3:00pm. My surprise was that he told me that my order was a pick up only. I told him that I will call IKEA center to confirm the order with them and get back to him imploring him to pick up the phone when I call back. I pulled out the attached order overview which a one-page document that has two entries for two mattresses and the word "exchange" very obviously printed. I called the IKEA center at [protected]. They kept me on the line for 50 minutes trying to call the driver! Finally, the lady told me that were able to confirm the order with IKEA Canton, MI and they could get in contact with the driver. She told me that "they will deliver between 1pm and 5pm". It was exactly 4pm! I called the delivery guys back five times and they did not pick up!
I left my work one-hour early to meet the delivery guys and to make sure that they have made the right delivery, because I felt that there is something wrong. My wife called me while I was driving telling me that they have arrived. it was 4:30pm.
I called the guy for the last time and he picked up. I asked him if he is at my doorstep, he said yes. I asked if he has the mattress with him, and he said yes. I told him: "Sir, all I want is to have the mattress being delivered and the old one being picked up. Can you do that?" He said yes. I thanked him and he thanked me and we ended the call.
I came home very frustrated and tired. I asked my wife about the guys who came in and if they were behaving well. She said that one of them did not say anything and he was not happy while the other was very nice. They did the work in less than 5 minutes!
What I am asking is that IKEA starts thinking seriously in delivering the order themselves and not depend on a third-party delivery company. I also would like to be reimbursed the cost of the pickup/delivery fees ($25). I also would like to be paid for the stress I went through all day trying to make this delivery happen peacefully.

Date: Sep.24, 2017
Time: 5:20 pm
Store: 347
Order#: [protected]
To Ikea corporate and Customer service management,
For many years, I've always embracing IKEA to my friends and family for its great products and best customer service. However, that believe had turned upside down as I encountered the most extreme and terrified customer service experience ever at IKEA East Palo Alto, CA.
I went in to return my items and were poorly treated by Rick, who claimed to be "the manager" at the time.
Not only I felt attacked and humiliate by him, he blamed me for not having my card as it was being stole couple days ago and I wasn't able to provide at the time of returns. Although he offered store credit, he never explained to me how it must work, even I had asked, as I do not plan to buy anything in the near future. So I asked if I can automatically get a refund back to the card without presenting it because I didn't want to go through the hassles of carrying the items back to my card and taking another extra 2 hours just to drive there.
However, Rick came out and was extremely RUDE and AGGRESSIVE. I felt like I was attacked and humiliated for what he blamed me as it my fault for not having the credit and for that I letting my card to be stolen. It made me feel like I'm being punished through his unpredictable behavior. All I asked is to find a better way to resolve the situation without any loss to either parities, and being as a manager, I wonder why he couldn't even meet IKEA's standard customer service policy, for what IKEA has always claimed to be. On top of that, I think he was very unethical and disregarded other people problem through using his "manager" title. He really need to be sent back to training, in my opinion.
I really urge that the upper management will take this into consideration to continue providing a great community and service to their customers, instead of allowing one of their employees to act as he wishes on his behalf and ruin IKEA's reputation any longer.
I truly appreciate your time and effort.
Best regards,
Cuc Trinh.

I have truly not experienced worst customer service ever! We spent over $1600 at the store in Burbank & paid additional delivery charges for multiple items to be delivered. All PAX shelves arrived broken, bolts missing to install sliding doors, one frosted glass was damaged, wrong sink was given that does not match the vanity. After speaking with Customer service 4 times, I finally spoke to a manager who assured me that I would be contacted within 48 hours...it has been 3 days. I've been on HOLD for Customer Service 3 times (over 45 min) and after an operator finally came on the line, she put me back on hold and I finally had to hang up after another half hour. I have NEVER experienced anything like this...there is absolutely no accountability or follow up. THE WORST! DO NOT HAVE ANYTHING DELIVERED WHERE YOU HAVE TO DEAL WITH THIS.

I placed my Ikea order 3 weeks before my delivery date. I called about a week before my bed, bed frame, and pillow top would be delivered to double check the delivery date. The person I spoke to on the phone assured me it would come on time because everything was leaving the distribution center. The day before my scheduled delivery I get an email cancelling my delivery stating that my things did not leave the distribution center on time. I called both the delivery service and Ikea (twice) and got a different answer each time. The delivery service stated they didn't receive the items so they couldn't be delivered on time. Ikea customer service said "We don't know where your order is. I mean it left our distribution center, but that's all we know." The second Ikea employee I spoke with was very nice and assured me that my order would arrive by this weekend, guaranteed. Well.. I get a phone call from the delivery service stating that they only deliver to my area on one particular day so it's going to be another week before I receive my order. I am now furious with Ikea because each staff member "assured" and "guaranteed" I would get my stuff on time, but none of this information was correct because they didn't actually speak with the delivery folks. So the delivery company now tells me that it should be there next week, and I hope that it does actually come. I had to arrange my schedule and previously scheduled appointments to accommodate this nightmare, as well as sleep on the floor for over a week. It is beyond frustrating that I did everything I possibly could to avoid this and it still happened. I have been an Ikea customer for years and I don't think I will ever be able to order from or step foot in an Ikea ever again. I would like some kind of compensation, refund, or coupons, as well as Ikea customer to be properly trained to communicate with their delivery services and get things to where they need to be on time.

We ordered an in-store delivery on 9/2, and they set up 9/10 1pm-5pm for delivery. And on 9/10 we have waited for the whole 4 hours and nothing comes up. We cancelled all our schedule today and just waited here for that delivery. After we call, they tell us that their truck was broken halfway. At least call us and tell us that you won't be here on time! We don't have to just sit here stupidly and waited for so long time. Me and my roommate are really angry about these and hoping someone can give us a explanation.

I placed two orders and Ikea customer services has been transferring me here and there and finally disconnecting my phone. On demanding speaking to manager, they says Manager will call me but no news. Two of the employees where Shy and Tanisha who mentioned they will connect me to their manager, but no luck.

Today, I stayed whole day for delivery, estimated timing was 9-1, they show up around 3 pm and told me assembly guy will come later today. Nope, no one showed up. When called, my call keeps transferring..

[protected] (Targetted Delivery - 1st Sept, delivered 10th)
[protected] (Targetted Delivery - 6th Sept, delivered 10th, with no news of assembly service)

No body is taking accountable for this. I have wasted 1000$ on contracter fees .

What wrong I am doing, I paid for delivery, I paid for assembly...nothing happens.

I placed an order in store. Paid for all items to be pulled and delivered. Delivery was set for the next morning. I received a call from delivery driver stating he couldn't find my address. It happens the clerk entered in my address incorrectly. This, even after I wrote it down for him. I have spent an entire morning trying to get a Customer Service representative on the line at [protected] and have now been on hold going on 1 hour. I need to get my items as I ordered almost $1, 000.00 worth of furniture from the Atlanta IKEA Store.

Dear sir/madam

Order number : [protected]
I am writing to you this formal complaint since I had a very bad experience shopping on line from start to finish.
My delivery suppose to be here tomorrow and today I got an email saying that they are rescheduled for an extra 7 days.That means a total of 19 days! I am talking about house holds plus furniture costing $2810 .
"your ikea delivery has been changed" -that is the mail I got today after waiting so long.
That is a part of the email I have sent to the agent I contacted with.

I am very disappointed that our delivery got rescheduled to 9/1/17. It was supposed to be here tomorrow! I don't understand why. We just moved to a new house, purchased a lot of items from your shop and waiting for that to arrive.
The shopping experience was not to joyful or efficient as well as the online website keeps getting stuck or working very slow, and then you can't really know when you'll get your delivery until check out( that way you don't give people the opportunity to figure out if they want or not to buy from you up until all the process has done and you already in the check out point). And then you get an preliminary delivery date (which now has been rescheduled without giving me any choise whatsoever)
Let's keep going with the promise to get back to your email inquiry after the mentioned time ( 24-48 h) which was actually after few days.. And let's add the fact that you can not change ( add or reduce items) after 24 h ( nowhere mentioned!) even if the delivery set up to be in more than 2 weeks time and you've got plenty of time to add items.that is weird as well (for example if I would like to add an extra furniture I need to order an extra truck service with extra payment instead of combining the 2 orders together)..
This whole shopping experience took me a long time and effort and now you just sent an email saying that it will take longer( 7 days more!).
This is really outrageous. I'm going to advertise it to all of the social medias as well as a copy of this email to the costumer service managers (not to mention not to buy from this company again if the costumer service wont be upgraded).
Sivan Sepunaru