Complaints

This profile includes complaints for IKEA Canada's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  IKEA Canada

  1065 Plains Rd E Burlington, ON L7T 4K1

• 

  Ikea Ltd

  3320 Jacombs Rd Richmond, BC V6V 1Z6

• 

  IKEA Canada

  1311 102 St Edmonton, AB T6N 1M3

• 

  IKEA Canada

  9191 Cavendish Blvd montreal, QC H4T 1M8

• 

  IKEA Canada

  7900 Boul Taschereau A-205 Brossard, QC J4X 1C2

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/06/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Morabo sofa with chaise less than a year ago, and I’ve already noticed significant sagging in the chaise cushion, which appears to be a manufacturing defect.
  
  I contacted IKEA customer support via chat *********** *********, and was informed that the cushion could be replaced individually under warranty, and that replacement cushions are in stock.
  
  Following this guidance, I brought the affected cushion to the Burlington IKEA store—an hour’s drive from my home. Upon inspection, the in-store customer service representative confirmed that the issue falls under the 10-year warranty and acknowledged it as a manufacturing defect. However, she refused to replace the cushion alone and insisted that I bring the entire sofa with the chaise, citing unclear reasons for this requirement.
  
  This has caused significant inconvenience, especially after being told that bringing the cushion alone would be sufficient. I would appreciate clarification on this policy and a resolution that does not require transporting the entire sofa set.
  
  Thank you for your attention to this matter. I look forward to your prompt assistance.

  Business Response

  Date: 06/06/2025

  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 3 or visit Contact us - IKEA,”

  Customer Answer

  Date: 06/06/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have already tried reaching out to IKEA customer service both online and in person. They provided conflicting information.
  
  
  
  Sincerely,
  
  
  
  ****** ********

• Initial Complaint

  Date:11/04/2025

  Type:Billing Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a purchase on March 29th, 2025. On March 30th, 2025 I cancelled the purchase as I was going to add other items to my delivery. I ensured the order was cancelled before going in to repurchase the items. I put a new order through on March 30th, 2025. I then checked my account which noted the new order and the other order still said "cancelled" on my end. Ikea then shipped and charged me for both orders. I contacted them with the information provided above and they said I didn't cancel the order and that I could bring in the items for a refund. I live 4 hours away and explained that to them and they said they could come pick up the items if I'm willing to pay for the shipping which was $139. So not only did I cancel the order and it never should have been sent in the first place now I'm on the hook for $278 in shipping charges. They would not help me further and I want to escalate this to their Headquarters. It's insane that a company as big as Ikea has such a terrible return policy for those who live far from their stores.

  Business Response

  Date: 11/04/2025

  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 IKEA.ca/ContactUs

  Customer Answer

  Date: 11/04/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because it is almost impossible to contact them and get someone who can help through their website. 
  
  
  
  Sincerely,
  
  
  
  ********* ***********

• Initial Complaint

  Date:07/04/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In February of 2014, I purchased an IKEA kitchen that included cupboards and drawers. The kitchen has a 25-year warranty. I lived in my house alone until October of 2019 when I moved away for work. I then rented out my house to one family (husband, wife, and two young daughters) until the beginning of 2024 when they moved out. I then discovered that several of my kitchen cabinet and drawer fronts had become warped and started to peel due to normal humidity in the kitchen. On February 20, 2024 I emailed IKEA Kitchen Customer Service and requested that they replace the warped and peeling drawer and cabinet fronts per their 25-year warranty, as normal use by myself and this one family should not have caused this kind of damage.
  
  At first, an IKEA customer serviced representative said that my warranty is non-transferrable and, therefore, void. I pointed out that I still own my kitchen and it was at no time ever transferred to anyone else. They then said that the warranty is void due to my kitchen being used for "public use". I do not accept this excuse. I fully understand if the kitchen had been used for public use, such as a bed and breakfast, restaurant, etc. that it would have been exposed to much more than normal use, however, this was not the case. Also, I have reviewed the warranty and cannot see any reference to an exclusion for "public use".

  Business Response

  Date: 08/04/2025

  Hello,

  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 Answer

  Date: 08/04/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have already gone through IKEA's customer service department and they are refusing to honour their warranty. 
  
  
  
  Sincerely,
  
  
  
  ******** ****

• Initial Complaint

  Date:31/10/2024

  Type:Delivery Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date:20/12/2023

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date:18/12/2023

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date:06/12/2023

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date:06/11/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date:25/10/2023

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date:23/10/2023

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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,
  
  
  
  ******** ****