Additional Complaint Information

Customer Complaint:

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Initial Complaint
31/10/2024
Complaint Type:
Delivery Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
Purchased sectional sofa sept 18 Delivery did not include some covers for the sofa and one cover did not fit anything Could not assemble the sofa. Called impossible to reach a person or get a number to resolve issues ** ** **** ***** *** **** I was told to pay 508.80 for the covers to be reordered and sent separately. This needs to be refunded on top on the entire price of the sofa plus all the frustration I had to deal to try to resolve. Wrong covers sent again twice. No one from IKEA has apologized offered any money I am out of pocket have no sofa *** **** **** ******* * ******** ********* The last issue is ikea is supposed to pick up the sofa and all the covers including the wrong ones and refund me for everything plus paying for something twice No one showed up to pick up sofa could have been a vehicle problem but again no response from ikea to apologize or send a real sofa or send me a refund with an apology Thanks
Business response
06/11/2024
Thank you for sharing the customer complaint. We have an organizational process for handling customer concerns that ensures they are addressed by the appropriate designates. No complaints will be handled on this platform.
To address your complaint please contact IKEA Canada directly at ************** ****** * ** ***** *****************

Customer response
06/11/2024

Complaint: ********

I am rejecting this response because:
I have called that number 14 times and NO RESOLUTION. * **** ********* ****** ***** *** ** ****** **
*** **** ** * ****** *** **** ** ***********
*** ***** ** ************* *** **********
I demand compensation I have paid more than 3,000 *** ** ******** ** *** **** **** ****** **** ****

Sincerely,

***** ***
Initial Complaint
20/12/2023
Complaint Type:
Product Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
I have contacted Ikea by phone on February 18 to tell them about some issues with my mattress and they told me to email ****************************** I sent the email below an never heard back from them. "Good morning, I was in touch with IKEA customer service over the phone this week to obtain more information about the warranty for mattresses. I bought the mattress on the referred pictures around 7 years ago. Order # *********. The warranty IKEA offered at the time was 25 years. I want to claim warranty for the item as its presenting some of the problems that are covered by it. As, for instance damaged springs and substantial sagging. ****** *** ******** * ******** ** ** ********* * ******** ******** ***** *** **** ***** ****** ** ** ********
Business response
20/12/2023
Thank you for sharing the customer complaint. We have an organizational process for handling customer concerns that ensures they are addressed by the appropriate designates. No complaints will be handled on this platform.
To address your complaint please contact IKEA Canada directly at 1-866-866-5432 option 4 or visit Contact us - IKEA
Customer response
20/12/2023

Complaint: ********

I am rejecting this response because I have contacted contact IKEA Canada directly at 1-866-866-5432 option 4 and emailed them about my problem in the first place.
Nothing was done about it.

Sincerely,

****** ** ** *******
Initial Complaint
18/12/2023
Complaint Type:
Product Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
I ordered a mattress from Ikea on November 27th, 2023 that was delivered on December 3rd, 2023. Order number *********. When I opened the mattress I noticed a large tear in the bottom of it. The tear must have been there prior to shipping because the mattress was rolled with the top facing out and the box was in perfect condition. I called Ikea right away to report the damage. After a lengthy phone call and sending in pictures of the damage I was promised a follow up within 2-3 business days. The case number they gave me is ********. While dealing with the case they asked if I could roll up the mattress to put back in the box. I told them that was physically impossible. They said that I should at least keep it unused and wrapped in plastic in the meantime, meaning that I’ve been sleeping on an air mattress ever since. I asked if they could send me a new mattress or if I could pick one up from the store while this was being processed but they said no. A week past with no word so I called again on December 11th, 2023. The rep on the phone that time told me the case wasn’t filled out properly so she’d have to do it again. She said the next delivery/pickup date they could give me at that point was December 26th. I said that was too late since I was sleeping on an air mattress and she said she’d escalate the case to a supervisor who’s call me back in 30mins. No one ever called me back so I called again on December 12th. This time the rep told me that a supervisor most likely hasn’t called me back because they don’t want to deal with my case, and that the file still wasn’t filled out correctly. She said a supervisor would call me back the next day. I still haven’t gotten a call back. I don’t know what to do because I can’t bring the mattress back to the store myself and Ikea won’t get back to me. At this point I’d like a replacement mattress, even if they can’t pickup this one, or a large refund/credit.
Business response
20/12/2023
Thank you for sharing the customer complaint. We have an organizational process for handling customer concerns that ensures they are addressed by the appropriate designates. No complaints will be handled on this platform.
To address your complaint please contact IKEA Canada directly at ###-###-#### option 4 or visit Contact us - IKEA
Customer response
20/12/2023

Complaint: ********

I am rejecting this response because:
The business has not been in contact with me after calling the number tied several times.
Sincerely,

***** ***************
Initial Complaint
06/12/2023
Complaint Type:
Product Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
I purchased a multitude of items from IKEA including a full kitchen and appliances for my new home, early-mid 2021. The purchase of such a high volume and expenditure was predicated on their return policy that they would pick the items up and ship back to their store as per their return policy at the time. I live in St. John’s NL and the nearest Ikea location is Halifax so I would have never purchased an entire kitchen had I known they would re-nag on the terms of return. I contact Ikea several times to effect the returns within months of the purchases. When I contacted them they informed me in home pickup for returns was not been re-instated due to COVID-19 and that they would extend the return policy beyond 365 days until home pickup was. To this day home pickup has not been re-instated and upon last contact I was informed “that service is no longer offered” and that I would be responsible for the shipping and drop off of the approximately $1000 worth of items back to ikea myself. As these are relatively large items this would be cost prohibitive and almost negate any refund I’d receive from the items. I simply want Ikea to uphold their end of the initial agreement and as stated that they would pick up the items once this service was re-instated post COVID. My file number for this query with Ikea is ********. Thanks you, ****** *****
Business response
08/12/2023
Thank you for sharing the customer complaint. We have an organizational process for handling customer concerns that ensures they are addressed by the appropriate designates. No complaints will be handled on this platform.To address your complaint please contact IKEA Canada directly at ###-###-#### option 4 or visit Contact us - IKEA
Customer response
19/12/2023

Complaint: ********

I am rejecting this response because:
I had contacted Ikea through traditional means multiple times to attempt to resolve the issue as stated in the original complaint to no avail. I have contacted the BBB to act as intermediary on my behalf to help resolve this.

Sincerely,

****** *****
Initial Complaint
06/11/2023
Complaint Type:
Service or Repair Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
I purchased a mattress in June of 2018, since then it has slowly piled up in one area making it impossible to sleep on for my son. It is also sagging and uncomfortable. I sent pics to Ikea and they claimed they would not honor the 10 year warranty because it has stains on it and claim it was abused. Spilling a drink does not constitute abuse. Nor does sleeping on your own bed constitute abuse. Both claims are ridiculous. The images clearly showed a defect in the mattress. Another mattress I purchased at the exact same time has had zero issues whatsoever. Furthermore it should not matter whether or not a soda was spilt on it since the mattress is going to the dump. I am requesting either a replacement mattress or a refund for the mattress whichever is less costly to myself. The case number with relevant images is Case number ********.
Business response
07/11/2023
Thank you for sharing the customer complaint. We have an organizational process for handling customer concerns that ensures they are addressed by the appropriate designates. No complaints will be handled on this platform.
To address your complaint please contact IKEA Canada directly at ###-###-#### option 4 or visit Contact us - IKEA
Customer response
07/11/2023

Complaint: ********

I am rejecting this response because: I have already tried working with Ikea and they have refused. Stating you will not use this platform is not an appropriate response.

Sincerely,

***** ****** ********
Initial Complaint
25/10/2023
Complaint Type:
Product Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
I bought a sofa from IKEA. Comfort wise it was perfect, but I didn't fit, I'm to short and couldn't reach the floor, so I have to return it, or try. Returns are not that easy like advertised, you can't send it back assembled as it said. I paid them a total of 848.52 on September 25th to purchase it, for delivery, and assembly. Once it was delivered and set up I realized it was not going to work for me, so I called them right away to make arrangements for a return. I had to wait three weeks after giving them another 66.67 for the pickup, and found out it had to be taken apart and put back into the original box. So the day before pickup, a female at almost 80 years old struggled to take the sofa apart and get it into the enormous box in my small seniors apartment leaving me only a small spot to sit in a lawn chair. I got up early waited all day for the pickup which was to be before 7pm. At 7:30 pm I put in a call to IKEA to make sure they were still coming, and I was assured they were on there way. I waited until midnight and it was a no show. Next day I called in and was told they didn't come because I didn't pay. Well I had my receipt in my hand. Then I'm told someone would call me in about 30 hours. Next day I called and wanted to speak to a manager, which never happened, but after yet another lengthily call I finally spoke to a nice lady who immediately found my payment and I was given another pickup date, now November 18th! That makes it almost 2 month for me to wait to have it taken back, and then I'm informed that I won't get my money back right away because the sofa will be taken to the trucks depot and won't be taken to IKEA until they have a full load. Meanwhile they have a total of 915.19 of my money and I am having to wait almost 2 month for the pickup. Meanwhile at close to 80 they have my 915.19 dollars, and I'm sitting in a corner in a lawn chair. My complaint is, I did my part, the mistake was totally on there end. Make this right!
Business response
25/10/2023
Thank you for sharing the customer complaint. We have an organizational process for handling customer concerns that ensures they are addressed by the appropriate designates. No complaints will be handled on this platform.
To address your complaint please contact IKEA Canada directly at ###-###-#### option 4 or visit Contact us - IKEA
Customer response
02/11/2023

Complaint: ********

I am rejecting this response because:
I called, and it was the same run around as before, and after yet another long call it was still the pickup date of November 18th. This time I was told she would send a request to the Burlington store to ask if they could arrange for someone to come and get it. I was told it would be about 3 days and they would get in touch with me. That was Oct 25th, its now November 2nd. I first arranged to send the loveseat back in September. That's making me wait almost 2 months with this huge box taking up most of my living room, in my small seniors apartment, and me stuffed in the corner on a lawn chair which is really uncomfortable.

Sincerely,

********* ********
Initial Complaint
23/10/2023
Complaint Type:
Product Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
I Measure the room and orderd in Sept. Ikea delivered the sofa on Oct2nd. {The crew was fabulous) Sofa is too big for the space for some reason. I've been calling Ikea to exchange since Oct 3rd. Different answers from different reps. So I read the return policies. *** ******* **** **** ** ** *** *** ** ************ **** ***** **** *** ************* ****** ** * *** ***** Now they are saying that they cannot find a truck for pick up because they can go up to 100kms ; I'm at 117kms. They were able to find a truck to deliver and they have a "No-nonsense returns policy ''. **** ** ******* ***** ** ********** *************** *** ********* ********* ********* ***************************************************************************************************************************************************************************************************** I have a case open and someone was supposed to get back to me. I simply want to get a smaller sofa. I'm not sure why you can deliver and not pick up to exchange. *** *** *** ******* ** ********* ********* *** ******* *********** Please do NOT tell me to call and select 4 as I have been doing that for 3 weeks.
Business response
25/10/2023
Thank you for sharing the customer complaint. We have an organizational process for handling customer concerns that ensures they are addressed by the appropriate designates. No complaints will be handled on this platform. To address your complaint please contact IKEA Canada directly at 1-866-866-5432 option 4 or visit Contact us - IKEA
Customer response
25/10/2023

Complaint: ********

I am rejecting this response because:. They send the same copy/paste message to all complaints. As mentioned on my original, I've been calling for weeks.
* **** **** ** **** ** *** **** **** *** ******* ** ********** *** ********* **** ** ***** ** *****

Sincerely,

******** ****
Initial Complaint
30/06/2023
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I bought some kitchen cabinets in Ikea and paid for the delivery because the closest Ikea is 2hrs driving and I don't have a truck. The items arrived complete but one door ***** *********** arrived damaged. I contact them by chat 3 times regarding this issue because they said that they will send a new one and pick up the damaged one. Well, I waited patiently for 2 months. Today I contacted them again by chat and they told me that they don't have any open case numbers regarding this issue, also they told me that because of the policy of products valued above $100, they can't send the product. Why they can't deliver the door if they did it with my order? They also told me that I need to do it directly at the store. Wow! I was in shock, I thought why they didn't tell me that since the beginning. What could happen if I don't contact them again... anyways, how I can claim that they need to be responsible for this, because I pay for the shipping, also, I don't have the way to bring the door to the store. i think this needs to be solved by them. ***** **** *** *** * ******* **** ***** ***** ** ***** ******** I don't have the way to go to Calgary with a big door and adding that is out of stock since I don't know when. Please advise or help. Thank you.
Business response
05/07/2023
Thank you for sharing the customer complaint. We have an organizational process for handling customer concerns that ensures they are addressed by the appropriate designates. No complaints will be handled on this platform.
To address your complaint please contact IKEA Canada directly at 1-866-866-5432 option 4 or visit Contact us - IKEA
Initial Complaint
02/06/2023
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I bought a sofa at IKEA. During the warranty period, this sofa broke. I contacted IKEA customer service and they said they couldn't exchange me for a new one because the sofa was discontinued, they could only give me a gift card. But the same sofa is still sold in the store, just with a different name. They said they could only give me a gift card, but what I needed was a sofa. With the amount on this gift card, I can't buy a new sofa, because the price of their sofas is increasing rapidly. IKEA broke their quality assurance promise. cheated consumers. I asked for a new couch instead of a gift card.
Business response
02/06/2023
Thank you for sharing the customer complaint. We have an organizational process for handling customer concerns that ensures they are addressed by the appropriate designates. No complaints will be handled on this platform.
To address your complaint please contact IKEA Canada directly at 1-866-866-5432 option * or visit Contact us - IKEA,”
Initial Complaint
29/05/2023
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I purchased some items from Ikea on April 16.2023 order#********* and payed $669.74 I moved on April28, disposed my bed on that day, the confirmed day of the Ikea delivery was on April 29, on the morning of the April 29 I received a call that the delivery is not coming because Ikea did not had the stuff in stock, in a pinch (I had to get an airbed to sleep on which actually is very bad for my bad back) Ikea than decided to cancel part of the order from there side without my consent, after I noticed that Ikea cancelled some of the order I cancelled the rest of the order on April 30, (by phone) On May 3, I received the first refund from the cancellation $357.26 but I did not received the rest of the original amount, I called on May13, May 19 got tolled everything will be deposited to my card, called on May 26 because there was no money yet, called on May 27again because I got an email from Ikea that they wanted some information, and apparently the issue got fixed yesterday and I got tolled that I will get the remaining money, and got today an email with a transfer recipe of $290.08 and a transfer to my card of the same amount, every time I called Ikea I was waiting quiet some time on the line and it is not easy to get access to the dispute team, no direct line usually you end up on the wrong spot, I got quite frustrated now, yes I got most of the money back but I expect the amount back which Ikea got from my credit card account and it was $669.74 and not $647.34. I thought since Ikea is a big company that they would treat clients a bit better, and I hope that that is not a business which does that to more clients, I probably spend more than 5 hours either waiting in the q or talking to Ikea within the last 5 weeks
Business response
30/05/2023
Thank you for sharing the customer complaint. We have an organizational process for handling customer concerns that ensures they are addressed by the appropriate designates. No complaints will be handled on this platform.
To address your complaint please contact IKEA Canada directly at 1-866-866-5432 option * or visit Contact us - IKEA
Customer response
30/05/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and I will try to get to a Solution with Ikea

Sincerely,

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

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