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

  500 Sterling Lyon Parkway Winnipeg, MB R3P 1E7

• 

  IKEA Furniture

  2685 Iris Street Ottawa, ON K2C 3S4

• 

  IKEA Canada

  8000 11 Street SE Calgary, AB T2H 3B2

• 

  Ikea Ltd

  3320 Jacombs Rd Richmond, BC V6V 1Z6

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:30/06/2023

  Type:Product Issues
  Status:

  AnsweredMore 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 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

  Date: 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

  Date:02/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 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

  Date: 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

  Date:29/05/2023

  Type:Product Issues
  Status:

  ResolvedMore 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 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

  Date: 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 Answer

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

• Initial Complaint

  Date:26/05/2023

  Type:Product Issues
  Status:

  AnsweredMore 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.

  Ikea Canada has started a new refund process in where the customer is "railroaded" by technology with the overall agenda to delay the return process and trick the consumer into spending money in the store and shop more.
  
  I drove three hours to the nearest ikea (Coquitlam) only to meet an "****" in a crowded area with no customer service rep. I logged into the "****" then received multiple text messages giving confusing directions ultimately the **** then texted me to "re-register" I then left the items in a cart and told a customer service rep I wanted my refund and that my itens im returning are in the shopping cart.
  On the ikea website it states a "no-hassle" return policy, which certainly is not the case and I would like my refund for the full amount of the bill I attached.
  Ikea is deliberate in the way they railroad customers who only want to return an item. This is a breach of trust and financially undermines Canadian customers. Ive opened a dispute with ikea, the dispute number is ********. However they have failed to fairly refund me and still continue their railroad campaign.

  Business Response

  Date: 29/05/2023

  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 Answer

  Date: 29/05/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Refusing to participate in a resolve process only further erodes the trust in this buisness and I encourage other Canadian consumers to boycott ikea. Ikea is NOT A CANADIAN COMPANY. They do not give back to the community and they are cutting jobs (hence using an **** for returns at a store when it should be an actual human with a brain) 

  * **** ********* ********* ** *** **** ******* *** ** ***** ********** ******** *** ******** ******* ********* **** **** **** *********** *** ** ********** 
  
  ******* ****. 

  
  Sincerely. 

• Initial Complaint

  Date:23/05/2023

  Type:Delivery Issues
  Status:

  AnsweredMore 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.

  Order # #*********, CAD $720: 2x EKERO Chairs.
  Subtotal $675.74
  Delivery $44.07
  Total $719.81
  
  IKEA File Number#: ********
  
  Original delivery ETA communicated to us was May 18th 9am-1pm.
  
  We had scheduled a doctor appointment 1pm-8pm on May 18th.
  
  May 18th ~noon : ETA silently updated to be after 1PM.
  We called and proactively updated delivery partner to hold delivery and deliver after 8pm same day or anytime in next few days, as deliveries left outside can get stolen, we had a few instances in the neighborhood. Ikea customer care could not be reached at this time. Vendor agreed. Vendor marked the delivery as failed even though all details were discussed.
  
  May 18th 4:44pm: IKEA executive called us and we explained that since delivery was delayed by vendor and we had plans to be out for a doctor's appointment for the updated slot, we requested to deliver this later and vendor had agreed. IKEA executive promised that delivery will be rescheduled and we will not be charged extra for delivery. We never authorised order cancellation.
  
  May 19th 5:29pm: IKEA called us at 5:29pm (call was missed as it was disconnected by caller within one ring, i.e. ~2 seconds).
  
  May 19th 5:35pm: IKEA sent email with order cancellation note, saying delivery charges will be deducted, which we find outrageous and unacceptable.
  
  May 19th 7:15pm: We called into Ikea customer care who told us the order status shows Delivery_FAILED (same status as on portal), but the delivery vendor is non-responsive on whereabouts of the order. They asked us to contact IKEA customer care again tomorrow.
  
  We request that the order be delivered in next few days as we will be available at home.
  But if IKEA or the vendor has cancelled the order going against our agreement over the calls in last few days, then we request that the delivery charges that we had paid separately for the order be refunded as well to us.
  
  Sorry to say, overall, not the great IKEA experience as we had earlier known.
  
  Regards
  *******

  Business Response

  Date: 24/05/2023

  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
  
  

• Initial Complaint

  Date:28/04/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 two bed mattresses for my son and daughter in Sept 2019, after reading reviews and a seeing a 10 year warranty I was comfortable with the purchase. My sons mattress has developed a good 3-4 in sag in the middle of the bed where he sleeps, its even difficult to get out and you roll right into the hole. I engaged the 10 year warranty claim Case # ********, I followed all the required steps, sent the required photos and did everything Ikea asked of me. Although I was told the process will take 2-3 days It has now been 10 days with me being the one to initiate the calls each time, I am unable to talk to anyone except for some customer support rep that is unable to help me. They finally called me yesterday, again just a customer service rep again relaying a message to me that the mattress warranty is denied because it has some staining on it, again no one else i could talk to and that the Coquitlam store may or may not call me as per my request and that she could not promise that. Are they planning on reselling the mattress? Who operates like this? Firstly this is a teenage boys mattress, they sweat a bit there may or may not be some minor staining but it definitely is NOT the cause of the mattress sagging, Even my daughters has a sag but at 110 pounds no where as bad. I can't believe that Ikea would actually try to use that as an excuse to not honor their warranty, all Ikea is trying not to do is not do the right thing, STAND BEHIND WHAR YOU SELL. We all work hard for our money and when we invest it in expensive items like a mattress we expect that there be some longevity to them, thus a warranty, meaning we stand behind what we sell but hours later of wasted time this is where I am. I an not letting this go and fully expect an exchange or a refund for this mattress. At this point i am also considering opening a claim on my daughters. I thought Ikea would have done better, very disappointed at the care!

  Business Response

  Date: 28/04/2023

  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-************ ****** * or visit Contact
  us - IKEA,

  Thank you,

  Customer Answer

  Date: 28/04/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have tried to multiple times deal with whomever answers the calls at that number, this is where I get "they will forward the information onto the store but can not promise I will get a response" there is no manager to talk to and no one to help  me any further. I have no success getting any help at that number. 
  
  
  
  Sincerely,
  
  
  
  **** *******

  Business Response

  Date: 28/04/2023

  Hello,

  Thank you for sharing the customer complaint. No complaints will be handled on this platform. However, your messaged has been forward to a specialist who will be in contact with you.

  Thank you,

   

  Customer Answer

  Date: 10/05/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I immediately received a call from Ikea with an apology on how the case was handled, we agreed to a mutually agreeable resolution.. Thanks BBB for your support in resolving this case.
  
  
  
  Sincerely,
  
  
  
  **** *******

• Initial Complaint

  Date:17/04/2023

  Type:Delivery Issues
  Status:

  ResolvedMore 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.

  On 26 December 2022, we placed an online order with IKEA Canada (using my spouse's online IKEA account under ** **********) totalling $476.56 incl. tax. The order number was *********. We received just two plastic boxes and a hand towel from that order, merchandise totalling $15.49 before tax. In the intervening months, I have chatted online with and contacted them via telephone on a number of occasions to let them know we do not have our order. During my last telephone conversation with them, on 15 March 2023, I requested a refund for the merchandise I have not received. The person I spoke with, Akshay (employee code ******), gave me a consolidated case number (*********) and told me that I should receive my refund within 48 hours of our conversation. It has now been over a month. I still have the emailed confirmation of our 26 December 2022 order and they have verbally confirmed that they did not deliver almost all of the items I ordered, but they seem to be taking no action to resolve this.

  Business Response

  Date: 19/04/2023

  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-************ ****** * or visit Contact
  us - IKEA

  Customer Answer

  Date: 19/04/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: this is exactly the telephone-based process I have been following for months with no discernible results. I have contacted the Better Business Bureau as a last resort, having been a loyal IKEA Canada customer for 40 years. They are welcome to reach out to me and offer a solution that is informed by my specific concerns, which they can find by reviewing their own case #*********.
  
  
  
  Sincerely,
  
  
  
  ******* *****

  Business Response

  Date: 28/04/2023

  Hello,

  Thank you for sharing the customer complaint.  No complaints will be handled on this platform but we have forwarded your concern to a specialist who will contact you.

  Thank you,

   

  Customer Answer

  Date: 04/05/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Amazingly, they actually called me, refunded my money paid for what I didn't receive, apologized, and gave me a $100 gift card. Is it a coincidence that this finally happened after months of me trying to deal with them on my own? I think a more likely answer is that your involvement rectified this. Of course, they've lost me as a customer after 30 years of buying things from them, but I am happy this is resolved. Thank you for your assistance; it's nice to know that the importance of the BBB still counts to keep business working for everyone.
  
  
  
  Sincerely,
  
  
  
  ******* *****

• Initial Complaint

  Date:02/03/2023

  Type:Delivery Issues
  Status:

  AnsweredMore 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.

  ********** ** *** **** ** ***** They told me to collect everything I buy and then they said they can delivery my order ***** ** ***** after they said I have to collect myself. It’s almost 4k order and I bought a lot of things. And then they said they will deliver my order February 27,28 and March 1.
  February 27 no call and no delivery.
  February 28 no call and no delivery.
  I called *** they said they went to IKEA to pickup my order but ikea didn’t give my order, it was something wrong with my order. And I called ikea they said they will deliver my order March 1.
  And march 1 no call no delivery. I called again they said they are sorry and rescheduled my order for March 2 but I called them at march 2 they said they are deliver my order March 2, but I didn’t believe them and I called *** they said they don’t see scheduled delivery for my order. I called ikea again they said they don’t have a scheduled delivery. And they rescheduled again for the March 4 and assembly it was for March 2 but rescheduled for March 6. I ordered February 25 but I have to wait for 10 day’s almost. ***** ****** ***** ********* *** * **** ***** ** ****** ****** *** * ***** **** *** ********** ** ******** ** *** ****** **** ** ** ***** *** *******

  Business Response

  Date: 09/03/2023

  We will look into the matter and follow up with the customer. Thank you

• Initial Complaint

  Date:27/02/2023

  Type:Product Issues
  Status:

  AnsweredMore 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 online from ikea; totallng 980.70 with a 110.00 delivery charge.
  Several items were damaged; several being completely unusable due to being ripped or broken.
  I initially attempted a resolve through the chat system, it went well and I was told that I would have new items delivered within 2 to 3 days; I was given a case reference number.
  The following day, I followed up because I had a chat transcript but no confirmation email. I was informed that a case number had never been created for me. I was then informed the only options available to me were to return to the store, which is 5 hours away or to wait until such a time that they offer pick up service in my area. I requested to send the chat to them to confirm the conversation but they refused. I requested the phone number to speak to someone in person, they refused.
  I phoned and spoke to someone who offered me 100 in credit to drive a total of 10 hours to return the items or 30% off for items that some of which are completely unusable.
  ***** *** ** *********** ** ****** *** ******* ********** ******* ** ****** * **** ** *** ***** ***** *** ** ******* ** ******* ******** **** ******* *** ******* *** ****** *** ********** *** ****** ** *********** ****** ** ******* ***** ** ****** **** ******* ***** ** * **** ** *********** 

  Business Response

  Date: 03/03/2023

  We are looking into the matter and will follow up with the customer. Thank you. 

• Initial Complaint

  Date:16/01/2023

  Type:Delivery Issues
  Status:

  AnsweredMore 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.

  1. I placed an order for an Ikea sit stand desk (article #405.073.42 - $230) plus tabletop (#704.747.50 - $89) on Sept 26th and received it soon after. The total cost with tax and delivery was $427.14
  2. In late December when attempting to assemble it, I discovered that there was a defect in the sit stand desk (article #405.073.42), and on December 30th made a request for a pick up of the original article and delivery of a replacement article.
  3. The pick up of article #405.073.42 was made successfully on January 4th, but 4 consecutive delivery attempts of the replacement item were automatically cancelled by the system (order #s *********, *********, *********, *********) due to non-payment, despite my having been guaranteed by the agents that no payment was required since it was a replacement order. * ****** *** **** ** *** ***** ***** * ***** *** *** *** **** **** **** ********** ****** *** ***** 4. I would like a replacement article #405.073.42 to be delivered without delay and without request for payment.
  5. My case id at Ikea is ********

  Business Response

  Date: 17/01/2023

  We are looking into the matter and will contact the customer. Thank you