Business Profile

Department Stores

IKEA Canada

Headquarters

This business is NOT BBB Accredited.

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Important information

Customer Complaint:
Due to the volume of complaints received, BBB is publishing the details (text) of 50% of complaints as a representative sample.

Complaints

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

Customer Complaints Summary

165 total complaints in the last 3 years.
61 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:10/01/2023
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 bought some night tables and two Hemnes chests back in November 2022. For quality reasons, I decided to return the products. A company sent by IKEA, ******, came to pick up the items from my home to send back to their store. I received an email verifying all the items were picked up. I have now spent countless hours with IKEA customer service about my refund and have been given the run around with false promises that someone will contact me on an urgent basis. I have spent atleast 8 hours and have been promised phone calls at 3 different times with no one contacting me. I havent been given any resolution despite the products no longer with me. My case number is ********. *** *********** ** ** ***** *** ***** ******* **** *** *** * ***** * **** **** ****** **** **** **** ******* ** ** ***** * *** ******* ** *********
Business Response
Date: 13/01/2023
We are looking into the matter and will contact the customer. Thank you
Customer Answer
Date: 19/01/2023
I just wanted to follow up with you regarding my refund. IKEA has finally refunded my balance to my credit card and I do not require any more action from them.
I thank you and the BBB for assisting in this matter.
Initial Complaint
Date:09/01/2023
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.
Ikea committed a delivery date of my kitchen cabinets January 4th, with no way to track order besides the email with the delivery date. I had paid contractors on site for the kitchen cabinets as there was no indication it was an estimated or preliminary delivery date/time. I got a call they were unable to be delivered until the 7th, chatted with Ikea customer support as thats the only way to get support to try to get it delivered quicker, they could only email shipping carrier not call or give me a timeline, after going back and forth they promised to refund me the shipping fees of ~$430. I had to take the day off work, while paying for the contractors on site to go get the order, but that was ok because I was being refunded. Today (Jan 9th) they called and said they are unable to refund me what chat support promised on Jan 5th. After some back and forth they refunded me $250, but it is still short of what they promised me. They have the chat logs showing what I was promised. Ikea order number #********* support ticket # ************.

The second order the second day I also had to take time off work to get. There is no indication in delivery updates texts and emails from Ikea its a preliminary or estimated date/time. And there is no way to track order. ************* I would like the full $430 refund I was promised, and the time off work, fuel, and contractors not working costed me much more then that.
Business Response
Date: 12/01/2023
We are looking into the matter and will contact the customer. Thank you
Customer Answer
Date: 16/01/2023

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.

Sincerely,

******* ******
Initial Complaint
Date:04/01/2023
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 Nov 27/22, we purchased a bedframe from the Ikea Planning store in Windsor, ON ********** **** after multiple attempts to order the product online - there is no way for them to deliver to our address or to a pickup point. At the time, there was a promotion for free delivery ($130) on orders over $700. The store rep did not apply this promo which resulted in the charge. When the product was delivered, I had to help bring the product inside. The bedframe is quite large so there were several trips to the truck and up the stairs. It took several calls and chats online to have this charge refunded for us due to the store's error and for the fact that the service was not given in full * *** ***** * *** ******* **** *** ** ** ** ***** **** This refund took almost 2 weeks. The delivery man mentioned one of the boxes were damaged in transit. Upon opening the package, the product itself was damaged. We called Ikea to set up a replacement. The first representative stated that we would have to return the product to the closest Ikea store several hours away * *** *********** Another representative made an appointment to pick up the damaged product and if possible, send the replacement with him. She also mentioned that there should be multiple people to pick up the large order. This did not happen. Again I had to help carry everything to the truck. And there was no replacement. It was cancelled (1). We called Ikea AGAIN to set up a replacement order for Jan 2/23 (2). Package did not come. Called Ikea, they had cancelled the order AGAIN. Another replacement order for Jan 28/23 (3). Today, we've come to find that it was cancelled for the 4TH time. Rep explained Ikea's system is not recognizing the order as a replacement for a damaged product and is mistaking it for a new order and expects another payment within 24 hours of the order being placed. **** ** *********** ******* ****** ******* *** *** ********** * ******* ****** ********* ***** ***** ** *** ******** ******
Business Response
Date: 12/01/2023
We are looking into the matter and will contact the customer. Thank you
Customer Answer
Date: 12/01/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, They said they'll contact me, I'll wait for the call. Ikea still has my money and i don't have the product or an order... Hoping they can contact me ASAP, because i'm down $1000 with nothing to show for it.

Sincerely,

****** *****
Initial Complaint
Date:03/01/2023
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.
Today (December 29,2022) at 7:50am I purchased a side table on Ikeas website. I made the purchase based on the fact that the website said it was out of stock in store. I went into the store to buy something else and the item was in stock. I consulted with a store employee at a help desk by the cashes about purchasing the item and cancelling the other order placed less then 3 hours before. He said that would be no problem and to go to the return counter after I made my purchase. After purchasing the item in store I walked over to the return counter and there was over a 40 person wait. Waiting would have made me late for work so I immediately called Ikeas customer service to cancel my online order. It took an hour and a half to get a hold of customer service at which time I was told the item had been processed so I could not cancel and a guarantee could not be made that I would be refunded the amount of the item and shipping. I reached out to Ikeas ******** customer service and while they replied promptly they stayed they would not refund the shipping amount despite the fact that I was mislead by their website and store staff when making both purchases. I would like a refund for the full amount. Returning the item requires waiting in a long line or potentially making another hour and a half call.
Business Response
Date: 04/01/2023
We are looking into the matter and will follow up with the customer. Thank you
Initial Complaint
Date:30/11/2022
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 would like to file a formal complaint against Ikea Canada,

I am seeking coverage under the 10 mattress warranty and have been reaching out to them for 3 months with all purchase information and pictures. * **** ******** the original receipt with my information to them.
I have reached out several times with only a automated response stating they will respond soon.

The first email attempt was sent September 11, 2022 after attempting direct phone calls.

Order number: ********* Order time: 17 Mar 2019 - 10:50AM EDT
HAUGESUND Spring mattress $499.00 medium firm, dark beige, King / King
Article Number : 903.073.07
Business Response
Date: 01/12/2022
We are looking into the matter and will contact the customer. Thank you
Customer Answer
Date: 01/12/2022

Complaint: ********

I am rejecting this response because:
It has been three months of reaching out through phone calls and emails. I understand staff shortages which is why I have been patient. This issue has become an affecting my sleep tremendously and therefore my day to day. They boost about their warranty and I would like them to follow through.

Sincerely,

***** ******
Business Response
Date: 09/12/2022
Hello, we have tried to contact the customer on multiple different occasions with no answer and the voicemail box is full. Please confirm the best number to reach the customer at so we can support in resolving the matter. Thank You
Initial Complaint
Date:18/11/2022
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 purchased kitchen cabinets from IKEA ** ****** in Windsor.Some of those item where sent to me wrong,some in wrong size,some wrong colour and texture. I paid for those items before delivery and i realized they wrong after i got them. called to IKEA and they picked up those items on October 27 2022.I did not received refund and i called to IKEA.
In order to get correct items i had to order them again and pay before delivery.
Now IKEA told me i did not pay for correct items.Those items are different and have own items numbers,for everything i payed before delivery date.
I would like to get refund for those incorrect items.*** *******.
Business Response
Date: 21/11/2022
We are looking into the matter and will contact the customer. Thank you
Initial Complaint
Date:15/11/2022
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.
Purchased an item. Staff broke the item while loading it into my car. Unable to get refund as store had closed. Got item home and it was further damaged. Spent 5 days and several hours trying to get a refund or a replacement. Finally got a call from customer service but they will only give me a refund if I return to the store which is a 4 hr drive away.
Business Response
Date: 18/11/2022
We are looking into the matter and will follow up with the customer. Thank you
Initial Complaint
Date:04/11/2022
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 purchased a dinner table Jokkmok and some of the wooden chair side bar parts are wrong
I have assembled everything else and just want to be able to bring the faulty parts and get those exchanged however, I was told to bring yhe whole table and all chairs which I have alreafy installed, just to exchange two wooden bars.

***** *** ****** **** * ***** ** *** **** ****
I expect Ikea to contact me and resolve the issue
Business Response
Date: 15/11/2022
This has been assigned and we will follow up with the customer. Thank you
Initial Complaint
Date:19/10/2022
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.
On Monday I bought a STJÄRNSTATUS refrigerator from the "as is" section. It was advertised as fully functional. The reason for the discount was that it was a "demo" product of an older version of the STJÄRNSTATUS which has been replaced with a newer 2022 version.

After paying a third party company to deliver it to my address and getting rid of my old refrigerator, I discovered that the refrigerator and freezer do not cool. All my food is now rotten.

I contacted **********, they said it would take about a month to fix. This is a brand new refrigerator that I bought on Monday! ** ****** ****** **** ***** *** **** **** ** ** ****
Also, the air filter part is missing! (It has been removed prior to the sale!)

Bill #: *******
********** **** ************************ ***** ********
Business Response
Date: 21/10/2022
We will look into the matter and touch base with the customer. Thank you.
Customer Answer
Date: 26/10/2022
**** ** ********** *********** The refrigerator has not worked for two weeks and there is no solution in sight from either IKEA or **********!

I have yet to be contacted by an IKEA manager (I found out that a ******** customer service agent called an old phone number I had and left a voicemail on Sunday without providing a call back number).

I have called every day since Sunday. The wait time is 40 minutes each time and I am given evasive answers each time.

Last week, a representative put my wife on hold for 30 minutes then transferred her to ********** without even saying a word!

Please have a French speaking representative call me to resolve this issue as soon as possible: ***** *********

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

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

***** ********
Business Response
Date: 08/11/2022
We have since got in contact with the customer. We will continue to follow up with them. Thank you
Initial Complaint
Date:20/09/2022
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.
About 10 years ago we installed an IKEA kitchen. In part we selected IKEA because of it's warrantee program which was for 25 years for the model we selected. This year, the laminate on 2 cabinets has separated. We contacted IKEA regarding the warrantee and provided the requested pictures. We were told that the issue with the cabinets was eligible under their warrantee but the cabinet line has been discontinued so they could not replace just the 2 doors and they would need to buy back (refund) the kitchen as per their policy.

The original cost of the kitchen was approximately $4300 + tax, IKEA offered us $3700. We argued that as per their warrantee they should refund the kitchen based on a comparable model at current day prices as we cannot replace the kitchen today for what we paid 10 years ago. Their warrantee does not reference buy-back. From the IKEA warranty policy: "...If considered covered, IKEA through its own service operations, will then, at its sole discretion, either repair the defective product or replace it with the same or a comparable product" and "If the item is no longer sold by IKEA, IKEA will provide an appropriate replacement".

We do not feel that refunding the kitchen for what we originally paid 10 years ago is considered an "appropriate replacement". An appropriate replacement would allow us to replace the cabinets given that we cannot simply replace the 2 defective doors.

We calculated today's cost of a replacement kitchen using a comparable cabinet style and colour. It was a mid-price point for IKEA - not the highest or the lowest. Based on our kitchen layout the replacement cost would be $5600 not including tax.

The Kitchen department manager contacted us back, acknowledging the request but letting us know that they can only offer us the original $3700 and that there are no concessions that can be made to their policy.

All original receipts are available and were provided to IKEA as required by their policy.
Business Response
Date: 20/09/2022
We will look into the matter. Thank you.
Customer Answer
Date: 27/09/2022

Complaint: ********

I was contacted by the same person at IKEA that I had previously been dealing with. He reiterated that the original buy-back offer of $3700 is the best offer IKEA can provide for my situation. The individual did offer an additional $500 in IKEA gift cards. This still falls short of IKEA's warranty claims of a replacement kitchen. Our calculation for a replacement comparable kitchen in 2022 is $5600 while the total offered by IKEA is $4200 (cash and gift card), leaving a short fall of $1400

Sincerely,

****** *****
Business Response
Date: 06/10/2022
Customer has accepted our offer. Thank you.

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IKEA Canada is NOT a BBB Accredited Business.