IKEA (www.ikea.com) has a 1.6 out of 5 rating on OK.one, based on 201 user reviews collected here. It is listed under Home & Garden and its reputation is poor. 76% of reviews are 1 star, a relatively high share; The business has not yet replied to negative reviews. Last updated 2026-08-10.
DO NOT USE THEIR DELIVERY They rescheduled the delivery on the day without any discussion about alternative options. Moved it to a day I cannot do. Customer service were totally unhelpful; could not swap to collection, could not cancel the order.
Dear IKEA Customer Resolutions, This is a formal demand for resolution of order #495403001, placed online June 29, 2026, totaling $2,322.68, to furnish my new apartment. Related cases: #84674028 and #84760543. Please route this to someone with authority to resolve it — not the front-line queue. A factual timeline follows, then an itemized demand. Every phone interaction described below occurred on your recorded lines; your own recordings will corroborate each representation. First: I work in the last-mile delivery industry. I know how retailer–carrier contracts operate — failed deliveries are charged back to the carrier, and IKEA bears no ultimate loss for a package FedEx loses. IKEA could have reshipped on July 2 at zero financial risk to itself and recovered from FedEx exactly as it presumably will now. I am not FedEx's customer; IKEA is. "We must wait for FedEx" was never a necessity — it was a decision to park IKEA's carrier-management problem on me for six days. Your own agent's July 7 statement confirms your actual practice is immediate reshipment. Second, the human cost. I moved into this apartment during an already difficult period of my life. For over a week I had none of the basic contents of a home — I slept on friends' couches, then on a mattress on the floor, while buying emergency replacements out of pocket for things I had already paid IKEA to deliver. Throughout, I was spoken to as though I were not telling the truth — as though I, rather than your carrier, had misplaced a $2,322.68 order. IKEA's sole proactive outreach in eight days was a form letter telling me to call; at no point did IKEA contact me with a resolution or substantive update. Every step in this timeline — the escalation, the reshipment, the store collection, the replacement bed — was extracted by me. Had I not called, driven, and demanded, nothing indicates this order would ever have been made right. Total: approximately $2,479, plus the delivery fee if in fact not yet refunded — exceeding the $2,322.68 order value itself. Reimbursement of this amount while I retain the goods does not put me ahead; it does not even fully make me whole, as this accounting assigns no value to the toll described above. At minimum, I expect the full order value of $2,322.68 refunded to my card. Under the FTC's Mail, Internet, or Telephone Order Merchandise Rule (16 CFR Part 435), gift cards are not a valid refund for undelivered merchandise; this resolution must be a refund, not a voucher. As a Virginia consumer I am protected by the Virginia Consumer Protection Act (Va. Code § 59.1-196 et seq.). § 59.1-204 provides for actual damages or $500 per violation, whichever is greater; up to three times actual damages for willful violations; and reasonable attorneys' fees and costs. Six days of shifting, contradictory representations — contradicted by your own agent on your own recorded line and by your own July 3 letter — and the denial of remedies your published terms provide are precisely the conduct the Act addresses. This includes the delivery-fee refund I was verbally told was processed but for which no confirmation or credit exists. If I do not receive a written resolution within five business days, I will (1) dispute the charges with my card issuer for undelivered and defective merchandise, (2) file complaints with the Virginia Attorney General's Consumer Protection Section, and (3) pursue my remedies in Virginia General District Court, where claims of this size proceed without counsel. Details of expense and timeline have already been emailed to senior leadership in Ikea US, specifically the Chief Customer Officer and VP of Digital Service Operations.
Received mattress in February. In May noticed springs were coming through lining in the corner of mattress. Requested exchange & told I had to send photos by email. I duly did this end of May. Heard nothing so rang for update. Told email not received. Sent again 7 June. Heard nothing again. Rang 5 July to be told that email & photos also not received. I pointed out that they were sent as they were not bounced back to me and I’ve got dates and times on my ipad as to when they were sent. Customer agent said she would send me an email and I could reply to that with photos attached.This I did together with request she confirm receipt once received. By 9 July heard nothing so rang again. Was on phone for 25 minutes speaking to agent before I got off. Rang again only to be cut off before I even had a chance to say why I was ringing. Absolute joke and so frustrating. Ikea can’t seem to understand that under the law they have to either exchange mattress or repair damage. It should be a straightforward procedure. It is now 6 weeks since I requested exchange and I’m no further forward
Massive problems with delivery of 3 bookshelves. One was damaged getting a replacement proved impossible despite hours on the phone and several false dawns.
Went to ikea in Auckland today during school holidays spend about 2hours walking through picking up stuff, got to checkout sorry no cash! No signs at entrance stating digital payments only lady at checkout says its on the website!, and to leave feedback you have to sign up to ikea, oh well their loss,wont support cashless bussiness
poor customer service rude on top of that
I recently purchased a bed frame and mattress from IKEA because I'd had positive experiences with their products in the past. Unfortunately, the quality seems to have declined significantly. The mattresses now come vacuum-packed, which may explain why mine felt uneven, lumpy, and lacked the solid, supportive feel of older IKEA box mattresses. I still own old mattress, and it's far more comfortable and noticeably better made. The bed frame was also disappointing. The parts didn't fit together properly, and the frame wouldn't line up straight, making it feel like poor-quality manufacturing. To make matters worse, I placed an order and waited six weeks, only for it to be cancelled on the scheduled delivery day without any explanation. The only reason I'm giving two stars is because the staff were friendly, helpful, and made returning the faulty products straightforward. It's a shame because IKEA used to offer excellent value and quality. In my experience, the focus now seems to be on flat-packing everything and reducing costs rather than comfort and durability. My old IKEA mattress is proof that IKEA was once capable of budget friendly products that did not compromise on comfort. I hope Ikea returns to it's old designs :)
Catastrophic service. Had the most surreal experience. went to store, made my purchases in their superstore, paid the robot cashier then wentimmediately to 'Customer service' to get a proper invoice for my business. They laughed in my face when I gave them my ticket and said that I had made the purchases the day before. 3 times I gave them the receipt from the automated cash desk and 3 times they handed it back to me with zero respect or care. 1 hour of arguing ensued while they insisted that white was black! turns out the robo-cashier got the date wrong !!!! zero humility from the poor fish they call a manager and zero apology. I sent them a long description/complaint through the published channels 2 times: both in italian and in english 3 months ago.... Yet no reply of any kind. THEY HAVE NO COMPLAINTS DEPARTMENT IT TURNS OUT !!! They simply don't give a damn if you're happy or not. I would rather pay more and be treated like a human being. Never again.
Decided to shop with IKEA and came away mostly satisfied. Checkout was quick and I had a few payment options to choose from. Assembly was simple and the instructions actually made sense. I'd happily use them again.
Ikea's products are very durable and impressive compared to their price point. I much prefer their products to their competitors.
Ikea recomended Klusup for assembly via. their website but now takes no responsibility for their poor behaviour...issue described below... Klusup's claims for payment of job not done Klusup's claims for payment of an 'assessment fee' after my assembly of ikea wardrobes not done. 1. The tradesman did not arrive at the agreed time, but 5 hours earlier and did not give any reason but phoned me while I was at work. I was forced to ask my son to allow him in. 2. Despite my explicit instruction on the call for him to call me upon arrival in apartment, he failed to do so. Consequently, I was unable to grant access to the room or make any necessary adjustments (such as moving the bed). 3. When changing the agreed time, the tradesman should have taken the professional responsibility to contact me. Had he done so, I could have immediately enlisted a neighbor to facilitate access or asked that the assembly take place in an empty room which was available. 4. Instead of contacting me, the tradesman confronted my son (who has autism and ADHD) and unilaterally and unjustifiably canceled the job. 5. The stated reason for cancellation (lack of space) was factually incorrect and does not constitute valid grounds for charging a fee. 6. Despite my repeated attempts to call him back, he rejected all my calls. The agreed work was not carried out by the Klusup tradesman, and the situation arose entirely due to a lack of communication and professional diligence on Klusup's part. This lack of unprofessionalism borders on unethical business practices, especially as Klusup insists that a call fee be charged—despite sending me invoices for the full amount. I dispute Klusup's claim for payment of an 'assessment fee,' as the assembly of my IKEA cabinets did not take place. 1. The tradesman did not appear at the agreed time, but five hours early. He gave no reason for this but called me while I was at work. I was forced to ask my son to let him in. 2. Despite my explicit instruction during the phone call to call me upon arrival at the apartment, he failed to do so. As a result, I was unable to grant access to the room or make the necessary adjustments (such as moving the bed). 3. When the agreed time was changed, the tradesman should have taken the professional responsibility to contact me. Had he done so, I could have immediately called upon a neighbor to grant access or asked for the installation to be carried out in another, empty room that was available. 4. Instead of contacting me, the tradesman confronted my son (who has autism and ADHD) and unilaterally and wrongfully canceled the job. 5. The stated reason for the cancellation (lack of space) was factually incorrect and does not constitute a valid ground for charging costs. 6. Although I repeatedly tried to call him back, he rejected all my calls. The agreed work was not carried out by the Klusup tradesman, and the situation arose entirely due to a lack of communication and professional due care on the part of Klusup. This lack of professionalism borders on unethical business practices, especially since Klusup insists on charging for the visit – even though they sent me invoices for the full amount.
The worst in-store customer service, and there's nowhere to complain. My MARKUS chair was making a horrendous squeaking noise. They tried to test it on a noisy floor with a background noise level of around 68 dB, making it impossible to properly hear the issue. Contacting the customer service on the phone also didn't help as they said they can't override store's decisions. So if customers service is bad, you have nowhere to complain to. That's IKEA for you in a nutshell.
Order never arrived, customer service impossible to reach. My large order was "delivered in the letterbox". Yeah right. No email to contact anyone. Chat is a dumb chatbot you have to navigate through. In order to reach an actual person, you need to give: - first name - last name - email - address - phone number - file number (if any) My case was being handled by a "specialized team". I contacted them multiple times, every time I was promised they would get back to me in 24 - 48hours. Never heard back
Purchased a countertop from the Brooklyn store, based on the in-store sample. Was told no deliveries to my area and needed to pay for their arrangement with Task Rabbit... Counter arrived, looking nothing like the in-store sample. Went online to arrange return pick-up and refund. Expected a process as quick and easy that such a transaction should be. But, no. In the chat, just a few sentences after my return pickup request, associate1 (ass1) asked if I wanted to bring it back to the store...Then, affter he said he scheduled the pick-up at my requested time, he had me pay and I then received a confirmation not reflecting my requested time. Ass1 told me not to worry; that despite what the confirmation said, the pick-up would happen at my requested time and not at the indicated time, when I would not be available. Not trusting him at all, reasonably, I asked to change the pick-up to a day when I had more time flexibility. He told me he could not do that... I asked to speak to a supervisor and, eventually, an associate purporting to be a supv, whom we'll call ass2, took me through more changes only to tell me she could also not change the date. Perplexed at this supposed inability to change the date on an order, in 2026, I asked to cancel and get a refund, intending to call in and arrange another pick-up. But ass2 told me I also could not cancel the pick-up and get a refund! Specifically, she explained, I could not get a refund, because I had already paid! Really, those were her words. Yes, this is preposterous, and illegal in NYC, but also the actual pick-up confirmation says to contact Ikea to change or cancel... Ass2 nevertheless persisted in her refusal. Curiously, the promised chat transcript email never arrived. Fortunately, I captured the chat myself, suspecting such shadiness. I called in, was told to hold and no one ever came to the phone. I called the next day and was told I would get a call from a manager that also never came. Today, 5 days later, I was able to cancel the pick-up but still have not gotten my refund. I realize I am likely screaming into the void here. But, fellow consumers, we have to stop tolerating such nonsense and find a better way to stop being played by these grifters who take our money while also taking us for granted.
I am beyond disappointed with my experience with IKEA. I have spent over 10 hours on the phone with customer service over the last four months trying to get my order delivered. I have been given five different delivery dates, and each time I was assured my order was on its way, and never arrives. I was also told multiple times that a manager would call me back, but I never received a single call. I was promised that my shipping charges would be reimbursed, yet I still haven’t received that reimbursement. I was also told I would receive a $100 IKEA gift card for the inconvenience, and that never arrived either. Also, when my nightstands arrived, they were damaged. I was then told they would not replace them because I had already assembled them. The lack of communication, the lies, and poor customer service throughout this entire process have been unacceptable. I’ve wasted countless hours trying to resolve issues. This has been the worst customer service experience I’ve ever had.
Used to love-no more! They did not send me what I ordered and 10 phone calls two chats and five emails later I remain stonewalled. Finally disputed the charge on my credit card because the company absolutely refused to communicate with me by email or phone. It’s a total scam if you get what you order and you have no issues with it great otherwise you are in Dante is seven circles of hell.
TOBIAS chair — assembled it and sat on it for the first time and it split right in the middle. Extremely disappointing. Delivery was also very poorly handled. I have never seen a delivery like this in my life. I also ordered towels, and everything was just thrown inside the box. The box was oversized, nothing was properly secured, and items were loosely packed. Even the tape barely held the box together—it opened very easily with just a touch. I am beyond very disappointed with the product quality and the delivery experience. It made me think—imagine if I was holding a hot drink when I sat down and the chair suddenly broke. That could have easily caused an injury.
I had $1250 worth of stuff I was about to order. Sale ended an hour early (I was waiting to make sure I had everything ordered) and all prices went back to normal. That's completely WRONG. I will NEVER order or buy from IKEA again and am canceling both of my credit cards.
I had to return two dressers because of quality issues. IKEA customer service scheduled a truck pickup for Friday with an unbelievable 12-hour window—from 8:00 a.m. to 8:00 p.m. I specifically asked for a shorter pickup window because it's unreasonable to expect someone to stay home all day. I was assured that the trucking company would contact me the day before the pickup and provide a 4-hour window. Friday arrived, and I never received a call, text, or email from either IKEA or the trucking company. I contacted customer service and spoke with Anamika, who simply repeated that the pickup window was 8:00 a.m. to 8:00 p.m. I then asked to speak with a manager and was connected with Geeta. Unfortunately, she was no more helpful. She kept insisting that the trucking company would call with a 4-hour window, even though it was already Friday and no one had contacted me. The lack of communication and poor customer service were extremely frustrating. Expecting customers returning defective merchandise to sit at home for up to 12 hours "just in case" a truck arrives is unacceptable. IKEA needs to improve its coordination with its delivery partners and provide accurate information instead of making promises that are not kept.
Decided to totally revamp my house and started with the bedroom. So much choice and was very welcome of the designer and totally made decisions easy. Now just need it all to be delivered.
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