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Horrible Customer Service - Cannot Get Any Help on Chat or Online
Posted by Charlies7666 on 08/31/2012
They never pick up, don't respond to email, can't even cancel order online, and when you eventually get to a human they tell you you have to talk to another department, make you wait, and you never get to the right people. just unbelievable. I don't know how they can operate an online business.

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Don't believe the 40% off countertops!
Posted by Maxzoe on 11/04/2010
TAMPA, FLORIDA -- I was so happy on tues when we ordered our dream kitchten enticed by the 40% off any countertop and installation if spending over $2500. Today I am so angry at Ikea because they notified us that the installation company would be charging us $500 for a trip to measure and a 2nd trip to install because they have to drive from Tampa to ft. myers. This cancels out most of the discount and makes the advertised special a fraud if you live more than 30 miles away. Don't you think such a huge company would have vendors in all areas they serve? Go figure. I am so mad I want to cancel the cabinets, but we really love them. They won't even negotiate giving us something off the cabinets. Don't be taken in by this deal!
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Posted by Alain on 2010-11-05:
Hopefully you'll enjoy the cabinets so much you won't care about the problem getting them.
Posted by stophouse on 2010-11-22:
I am also being told of a $500 trip fee to the Gainesville area - particularly infuriating because I called IGS (the contracted counter-top company) and was told by them there was never a trip charge, unless they got to my place and the cabinets were not installed, or I was not prepared for them to do their work. I was also told that there were many other stones to choose from , just come pick it out - and the 40% off would also apply. After reading the above comment, I called them back (maybe 4 weeks after my first call) and it had all changed. Only what is in the store, and now a $500 trip charge. They changed the terms of the sale, midway through the event. Not cool. Ikea says it is an IGS thing, and they can't help it. No sale for me, I guess. I think they need a new stone vendor who can honor their advertised sales.
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Substandard product
Posted by Waugh on 06/20/2007
HOUSTON, TEXAS -- I purchased a $1000.00 leather couch at Ikea in Houston,and within a month there was a noticeable and permanent migration of the padding material in the seat cushions. Which leads me to believe that either insufficient material was place within, or the material used was of poor quality. I eventually contacted Ikea's Customer Service Manager and their "expert independent builder and assembling professional" diagnosed that it was a case of normal wear and tear. In fact he looked me straight in the face and said this is how a soft leather couch should feel. Their warranty clearly covers seat cushion filling, and if this is not a case of defective material / workmanship then I do not know what is. I have sent a certified letter to the Owner / Manager Mr. Harald Witt of the Houston IKEA store since April and I have yet to hear from him. In short I am stuck with an piece of trash which Ikea has passed of as a COUCH! Ouch!!!
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Posted by Pomona Guy on 2007-06-20:
IKEA is well known for their cheap furniture. What did you expect? A Cadillac at a Pinto price? $1000 is cheap for a leather coach. Go price a good one at Ethan Allen.
Posted by Anonymous on 2007-06-20:
I agree with Pomona Guy. $1000(cheap!) leather couch will be a $1000(cheap!) leather couch.

Posted by Moonrise on 2007-06-21:
I feel your pain, Waugh. Sure, $1000 was cheap for a 'leather' (are you sure?) couch...but there's no excuse for crappy customer service like you received. They should have offered you new cushions. Or at very least, some kind of partial refund or store credit.
Posted by The Other Foot on 2007-09-01:
You paid $1000 for a faux leather couch? Why the hell are you complaining? You got what you paid for cheapo. Maybe you oughta spend a little bit more money next time for quality. Since we're complaining about cheap products why don't you go to a dollar store and complain about how their $11 watch didn't work after a month? You sicken me cheapo. And you'll never hear from the manager. You know why? Because that store makes like 500,000 a week. They got a good thing goin' and a few complaints here and there from cheap idiots won't stop the rock. They got your money, they win, you lose. Get a real couch whiner.
Posted by Doesitreallymatter on 2009-03-28:
Now, now, let's play nice. One should be able to get a warranty replacement or repair when there is a warranty regardless of price. Yes, quality is less with the lower price paid but if there is a warranty; pursue the warranty repair. Call IKEA Direct, not the store. Have your receipt, item name and item number. Back it up with digital photos and get directions from IKEA online customer service. Don’t call the store anymore. Maybe you will get a discount on a new sofa, or your sofa repaired.
Posted by defiantgti on 2009-06-03:
it doesn't matter how much it is. they don not provide warranty.
Posted by DigitalCommando on 2009-06-03:
defiantgoat, put a lid on it already.
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Poor Customer Relations
Posted by Okie on 01/09/2007
EMERYVILLE EAST BAY, CALIFORNIA -- I bought from Ikea a $25.00 gift certificate and 4 plastic storage food contains @$4.00 a piece before Christmas. On arriving home went to clean the containers one had the lip of the container stuck in the lid so without removing the sticker I put it away for return. My receipt in the mean time was misplaced but I just wanted to exchange for another one so went to Ikea on the 28th of Dec. Figuring it would be no problem since I just wanted to get an exchange and the Ikea tag was still attached. After waiting in line for 30 minutes I was told by the clerk that without a receipt they could not help me. Because I had another schedule appointment I did not complain to higher up but I feel that was a ridulous policy on such a trival item. If Ikea cannot exchange a $4.00 idea that still has their tag still attached I would not want to do business with such a petty company.

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Posted by Anonymous on 2007-01-09:
Times have changed in retailing, they pretty much demand a receipt now. A 1/2 hour to return a 4.00 item? My time is worth more than that.
Posted by heaven17 on 2007-01-09:
If a $4 item is trivial to you, why the complaint?
Posted by *Brenda* on 2007-01-09:
What does their return policy state?
Posted by Skye on 2007-01-09:
Most places these days, no matter what, have the policy of
Posted by Skye on 2007-01-09:
Here is their policy:
Posted by Skye on 2007-01-09:
Clearly states you MUST have your receipt. It's nothing personal against you, it's corporate policy, and they aren't going to bend the rules just for you. Sounds harsh, but that's the way it is.
Posted by Skye on 2007-01-09:
I made it easy for you, I just copied it and pasted it.
return policy
If you are not entirely satisified with your purchase, simply return the unused item in its original packaging within 45 days for either an exchange or a refund. Just make sure you have your sales RECEIPT. Sorry, we cannot accept returns on cut fabric, used bedding (mattresses, pillows, etc.), products from the "As-Is" department or custom orders.

Posted by Anonymous on 2007-01-09:
I'm glad okie posted this review and Skye posted the policy so I can put Ikea on the do not shop list. How stupid of Ikea to lose a customer over something so trivial. These return policies are nothing new as this was pretty much the way it was till Wal-Mart came on the scene and ran them out of business. There's one truth - A customer can live without merchant 'A' but merchant 'A' cannot live without the customer. Bad policy equals 'Going out of Business Sale'.
Posted by Anonymous on 2007-01-09:
Stew, most stores lost millions in fraudulent returns in 2006. That's why they became very strict in enforcing return policies. Hard to blame them. It's the few dishonest (re: thieves) that have made it difficult for the rest of us.
Posted by Anonymous on 2007-01-09:
PassingBy - I do agree there are a *FEW* out there who are dishonest but most aren’t. I'm not going to be punished for their actions as there are still plenty of retail establishments who value my business enough to treat me fairly.. You can only foo-foo so many customers until you find your bins full and your aisles empty.
Posted by Hugh_Jorgen on 2007-01-09:
Stew - you need to read some of the reviews around here - almost all retailers now require a receipt. It's all the rage these days.
Posted by *Brenda* on 2007-01-09:
Considering retailers give you a receipt every time you purchase something, I have no problem with these return policies. I just keep my receipts. :)
Posted by Anonymous on 2007-01-09:
Yes, I think it is only fair to keep receipts if you expect you may want to return something. Then if they don't want to give you a return, go somewhere else.
Posted by Followthisbeat on 2007-01-10:
I really dont understand why so many people have an issue with hanging onto a piece of paper proving your purchase. I alway take my receipt and right when they hand it to me stuff it in my wallet so if I have to return soemthing I know where it is. We seem to be living in an age were people dont feel like they need to be responsable for anything.
Posted by TBoy08 on 2008-06-04:
It really can't be that hard to keep a receipt. I think it's ridiculous that people think they can do whatever they want and people will always bend the rules for them. That is not how things work. Get used ot it.
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Poor service!
Posted by Vivian on 03/12/2005
VIRGINIA -- We have waited 4 months for two sets of Abstrake Red drawer fronts - and the only answer they have come up with so far is that the drawer fronts are on back order. This is the response we have repeatedly received from IKEA, with no results. After waiting about 2 months, IKEA finally charged our credit card for the drawer front sets, but still yet - a month and a half later, no drawer fronts. One of our friends also got the exact same kitchen set, and theirs is complete. When ever we've brought this fact up with IKEA, the best excuse they've been able to give is that other sales persons would snatch up the products as soon as they are off backorder. A game of favorites? Isn't it wonderful to know our credit card and our patience are at the middle of this charade.
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Ikea Promised to Deliver Between 11 and 3, Then 4 - 6 Then Said Nobody Was Home!
Posted by Ahegartyspends on 08/10/2013
HICKESVILLE, NEW YORK -- The problem is with the delivery! I ordered some items from Ikea. Based on 2 e mails and 2 voice mails, I was promised delivery between 11 and 3 on Saturday. I changed plans and stayed in my yard - all day. At 4 no show, we tracked down the number on the website - hard to find - and called. After being about half an hour on the phone we were told the delivery would be coming between 4 and 6 the truck was running late. We cancelled more plans. At 6:30....you get the picture. We call again. What was horrible was the customer service experience.

At 6: 30 when we called since nobody had showed up - we were told, after being on hold for close to 20 minutes, that it was too late to deliver the merchandise. The delivery company claimed a failed delivery - i.e. that they had come at 5 PM and nobody was home.... But we were here all afternoon along with a friend sitting in our yard right next to the phone...nobody showed. I tried to explain this to the supervisor...silly me!

That wasn't half the problem. The supervisor, "Nicole", repeated the same thing no matter what I said. She clearly wasn't listening to a word I said, and repeatedly berated me for not listening to her! (As a customer I had a strange notion she should be listening to me).

After wasting my time - more than 71/2 hours did "Nicole" apologize for the problems? No! Did she listen to me when I tried to complain about my time being wasted and false promises made? No

I cancelled the order rather than have anything to do with Ikea again. Sunk costs - I had no interest in gambling on Ikea's promises. I love my yard but one full day being trapped here was enough! What's it they say? Fool me once....

Bottom Line:

Ikea, in other words, is "low end" in more ways than one!
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Posted by RS on 2014-01-15:
I completely agree. I've had similar experience with customer service. IKEA is definitely low end. Go there for small purchases. Don't travel 2 hours to visit IKEA store, you can do better things with that time. Time saved is money saved.
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Faulty product and NO service
Posted by Ladylindy on 04/28/2011
PITTSBURGH, PENNSYLVANIA -- After putting the cabinet together I discovered:
1. two of the drawers rub and do not close properly (a SERIOUS issue)
2. a white film is on one of the drawers (which does not wipe off)
3. missing pre drilled holes for the 4 out of 12 knobs.
4. 2 missing pre drilled holes for attaching the cabinet top.

What I was told by customer service:

"take the cabinet apart, put it into the original packing boxes & take it back to the store for review".
I asked if they would give me a refund to cover my gasoline. They said no discounts or refunds are given. They said that Ikea is "sorry for my inconvenience". (gee...thanks for caring, Ikea)

What is costs me is a HUGE gasoline bill and driving time of 4 hours....once home...I get to put it together again with hopes of it not having problems.

Ikea does not share the burden! I won't be talking good things about that company.
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Posted by trmn8r on 2011-04-28:
The return issue is a risk of buying kit furniture. They should have a better quality control system to prevent what happened to you, and will get deserved negative advertising from your review.
Posted by Jim in Ohio on 2011-05-25:
I had missed drilled drawer sides too. They sent wrong replacement !!!! Then tried to blame me for giving invalid information. Hail NO I'll Never Go ... back to IKEA
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Vallvik TV Bench
Posted by Luvmysix on 11/15/2010
WEST SACRAMENTO, CALIFORNIA -- My husband and I have been remodeling our home for six months now. We purchased many items from Ikea spending more than $5000 so far. Well my husband and I bought a TV last weekend and we decided to take a look at Ikea's TV stands. We purchased a $69 bench took it home and proceeded to remove the items out of the box to assemble it. My husband at that moment changed his mind and decided to mount the TV instead. Well, two days after the purchase I drove 60 miles to return the item and buy another piece of furniture that would work better for our media boxes. While waiting for my number to be called, I got to witness a few frustrated people leave with their return items. I thought for sure mine would be returnable since I had my receipt and the product was placed exactly how it was received. Boy was I wrong. I was told that due to the fingerprints on the items it was clear to him the we used the TV stand (note: you must wear gloves to place items back in packaging or you will be accused of lying). He would not accept the return. I then asked to speak to a manager, who turned out to be much more impolite than the employee that I dealt with in the beginning. Anyway, I ended up putting the heavy box back in my car and called the number on my receipt. I was then told to get the name of the manager I dealt with and to call corporate. Unfortunately, when I went back to get the name of the manager I lost my receipt. I am still calling corporate, but in reading many of the Ikea reviews I have a feeling I won't be getting any help. In the end its only $69; they can keep it. They now have lost a valuable customer due to their poor customer service. I rather go spend my money, even if its more, at a place where customers are appreciated. I will never shop at Ikea again!

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Posted by warddw1526 on 2010-11-16:
Ikea's warranty policy states "If you are not entirely satisfied with your purchase, simply return the unused item in its original packaging within 90 days unless noted below. A receipt is required for all returns and exchanges. Refunds will be issued in the same method of payment as the original payment."
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Customer service and Security
Posted by Alisa on 05/03/2010
CANTON, MICHIGAN -- am writing to you to share my experience at Canton Michigan store on May 1st 2010 about 8 pm.

After purchasing kitchen cabinets worth more than $7,000 at your store, when we went back to the store to return few things we encountered horrible customer service.
We were very frustrated, and my husband in despair said "this is bs" as we were living the desk, after which we were thrown out of the store, and "Jim the security" called cops on us. Even before my husband said that word I realized that customer service representative called security, as he came and was hanging around the area. "Jim" had no uniform or name tag. While they were throwing us out, I asked "Jim" if I could finish my shopping, he didn't let me and repeatedly said: " get out NOW". I told him that I need to take my kid from daycare, he said: get your kid and get out. I was followed by "Kristen" to daycare. She was reporting on my whereabouts over phone or something similar to that, like I am the biggest criminal and came to rob Ikea.
I had to ask "Jim" repeatedly what was his name, and at first he declined, but in front of the police he finally revealed it.

"Jim" also tried to throw my 76 year mother-in-law as well but she refused to leave, as she had nothing to do with situation. He threatened to call cops on her as well. She was very upset.

This is the first time in my life that I had to deal with a police. If CIA, FBI and Interpole look at my profile they wouldn't find anything, not even parking ticket, nothing, and this is very embarrasssing situation for me. I live in America for 10 years now, and never had to experienced such shame, and bad treatment.

In front of Ikea we encountered policeman, who after hearing what we had to say, suggested that we need to complain to someone on corporate level. I was humiliated as people / customers were staring at us wondering why are we dealing with a police.

After what I experienced, I am very scared to go back to the store, as we are missing parts for our kitchen.

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Losing Money A Concern... Losing Customers Not At Ikea
Posted by Goochlewinsky on 12/29/2008
After a year of living in culinary limbo I finally bought the last piece of trim for my Ikea kitchen today. It was, like many things I've picked up from the store, broken but I realized this before I left the warehouse area and I went back to the counter and pointed it out to the clerk who went and got his manager who also got his manager.

After these dough eyed idiots kept me for a half hour and 'reviewed the tape' they decided it wasn't broken when delivered to me. Apparently I somehow magically made a seven foot long piece of broken, $45 particle board appear in my cart while making a similar, but unbroken piece disappear. Not only wouldn't they replace the piece but at one point were refusing to allow me to take the broken piece which I can probably salvage but frankly shouldn't have to.

As you can imagine I was livid; after spending THOUSANDS of dollars on their garbage products over the course of many years I was made to feel like a pariah and a criminal in a store that I used to feel pretty good about. I've been able to look past the destruction of the Ural Forest, mismatched pieces and the "wonky" way they fit together. I've even been able become an Ikea repairman of sorts, re-packing and gluing the easily worn pre-drilled holes, replacing drawer tracks which tend to wear out quickly, refinishing easily scratched coffee tables and generally extending the ridiculously short lifespan of their products.

So after being dicked around and essentially abused by these half-wits for a half hour or so I was pushed to the point where my frustration became evident, I and I pulled the old "I've spent $4000 on my kitchen...this is no way to treat a loyal customer", routine. Someone who claimed to be the "Manager of Loss Prevention" told me that I wasn't the "kind of customer Ikea wants".

What? One who spends all kinds of money there? If not me then who?

And doesn't the 'Manager of Loss Prevention' care about losing customers? Or is he so desperate to perform well at the end of the year that he'll do anything to avoid losing even a few dollars at the hands of his own reckless forklift drivers.

If someone drops a case of beer in the Brewers' Retail parking lot, they replace the case for them. It looks like Ikea's policy is now You'll take what we give you and if you don't like it you must be a "Bad Customer".

Well, some people might say that a "Bad Customer" is better than "No Customer" I think in Ikea's case they clearly believe the latter to be true.
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Posted by Anonymous on 2008-12-29:
'after spending THOUSANDS of dollars on their garbage products over the course of many years '

I'll ask the obvious -- why in the world would you keep going back?
Posted by Anonymous on 2008-12-29:
So how did it end? Did they replace the piece?
Posted by Gypscrew on 2009-04-28:
MissMarple, that sounds strange why he kept on going back. I am starting to wonder.
Posted by BokiBean on 2009-04-28:
I'm trying to figure out where the destruction of the Ural forests entered it....
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