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Business Profile

Department Stores

IKEA Canada

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Department Stores.

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

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IKEA Canada has 8 locations, listed below.

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    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:13/09/2022

      Type:Product Issues
      Status:
      Answered
      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 a kitchen for my aunt. We're told that partial kitchen would be delivered and the remainder would need to be picked up in Burlington (4 hours away), which we agreed to. What we were not told was that the remaining kitchen parts would most likely not be available at the same time, so we would need multiple trips - 4 hours there and 4 hours back for a total of 8 hours, multiple times - to pick up the entire order.
      We decided to cancel the order and return the items we received by delivery to the home. The cabinets were picked up for the return by FedEx on August 9th. The total cost of my order is $2009.32. The return amount I received is $926.44, over one month after it's been returned I still have not received the remainder of the balance $1082.88.

      The file/claim numbers are:
      1st file - *** *** ** 2nd file - *** *** ** 
      *** ****** ** **** ** ** ****** ** ******* **** ***** ** ********* *** ************* We are receiving refunds bit by bit (ex: roughly $100 on Sept 6th, which makes no sense).

      Business Response

      Date: 23/09/2022

      We will look into the matter and touch base with the customer. Thank you.

      Customer Answer

      Date: 24/09/2022



      Complaint: ********



      I am rejecting this response because they have been looking into this matter for multiple weeks. Every week I speak to a new representative, there is no proper follow up for the case and it goes nowhere. Since this complaint was launched absolutely nothing has been done.



      Sincerely,



      * *****

      Business Response

      Date: 27/09/2022

      This is resolved on our end. All refunds were completed. Thank you.

      Customer Answer

      Date: 10/10/2022



      Complaint: ********



      I am rejecting this response because:

      There has not been a full refund for the return. There is $316.30 still owing.

      IKEA has made partial refunds and there is money still owing in the amount of $316.30.



      Sincerely,


      * *****

      Business Response

      Date: 21/10/2022

      We will look into the matter and touch base with the customer. Thank you.

    • Initial Complaint

      Date:22/08/2022

      Type:Delivery Issues
      Status:
      Answered
      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 am dealing with their customer service since 26 july. During delivery, they did not use the buzzer, they called my phone and I saw literally 2 mins later and they were already gone although they have to wait 15 mins. Since then they keep rescheduling, ***** they contacted me but cannot deliver etc. I am moving tomorrow(7 august) so last time they promised they will deliver on 6 august. Now contacted them to confirm and they are saying its scheduled for 7-11 august and I am moving. ************************************************************************************************************************ I need them to fix this simple issue and deliver my order. Order number:********************

      Business Response

      Date: 08/09/2022

      Business Response /* (1000, 5, 2022/08/23) */
      We will touch base with the customer. Thank you.

    • Initial Complaint

      Date:16/08/2022

      Type:Product Issues
      Status:
      Resolved
      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 purchaced a vanity in March 2021, delivered in July 2021. I started assembling on august 7, 2022 and notice that 1 of the pre assemble pieces the predrilled holes are all at the wrong place. contacted ikea and explained the situation, sent them pictures and was told by the customer service department that the store would send me the replacement piece. I then did a follow up chat with ikea and now being told that the Ottawa store refuses to send me the replacement piece as i am outside the 365 day window. **************************************************** I know its partly my fault for not assembling it sooner, but i was told to put them aside until the bathtub was installed which was installed in the third week of july 2022. We are on the last phase of reconstruction and now i am faced with a piece that was preassemble and i figured it would of been caught by quality monitoring not expecting a piece to be totally wrong. **********************************************************************************************************************

      Business Response

      Date: 08/09/2022

      Business Response /* (1000, 5, 2022/08/17) */
      We are looking into the matter. Thank you


      Consumer Response /* (2000, 8, 2022/08/25) */
      (The consumer indicated he/she ACCEPTED the response from the business.)
      I received a phone call on August 17 advising me that they would send the piece i need to finish my project. On August 24 i received a second phone call with the tracking number, now just awaiting the part. Also received a notice the item had been picked up.

    • Initial Complaint

      Date:16/08/2022

      Type:Product Issues
      Status:
      Resolved
      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 tv unit from ikea that had a tv bench and two book shelves. The tv bench and one bookshelf put together no problem. The other book shelf has a middle shelf (structural, holds the unit together) that doesn't fit into the pre drilled holes, they are off by about an inch. I've called ikea several times, each time being told the shelf replacement will be shipped to me (I live a distance from the nearest ikea and have no easy way to get there) asap. Every time I call back to check on the status the order has been delayed or cancelled. I would just like the shelf or at this point they can have the whole unit and I would like a refund.

      Business Response

      Date: 08/09/2022

      Business Response /* (1000, 5, 2022/08/17) */
      We are looking into the matter. Thank you


      Consumer Response /* (3000, 7, 2022/08/26) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      They have been in contact with me, but I still have not received the broken shelf. I have called several times in the last few weeks and they keep saying that it is awaiting shipment. **********************************************************


      Business Response /* (4000, 9, 2022/08/30) */
      Matter is now resolved. Thank you


      Consumer Response /* (2000, 11, 2022/09/05) */
      (The consumer indicated he/she ACCEPTED the response from the business.)

    • Initial Complaint

      Date:11/08/2022

      Type:Product Issues
      Status:
      Resolved
      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.
      November 20 2021 Placed a large order online to Ikea ORDER #*********. In total I spent $1074.33 including $129.00 for delivery.
      In this order, there were 4 WHITE pieces of furniture. We just relocated to Alberta from Ontario and are renovating a home here.
      Jan 13/22 I contacted IKEA via chat regarding the HEMMES bench that it was yellow, right from the box. Even the instruction sheet was yellow. It did not appear to have been previously assembled, but clearly has a yellowing to it. I did not even attempt to assemble this piece because I was not satisfied at all. The price was $89.00 + Tax.
      The lady in chat (JOYCE) requested photos which I sent. She claimed she did not see any yellowing. In person this yellowing is VERY clear. She blamed any yellowing on my lighting. Later she states the yellowing between the side pieces and the rails is "barely noticeable". It is actually VERY noticeable, to the point I will not even assemble it.
      I was instructed they will not do a replacement or refund, I have to drive to the store which is almost 2 hours each way to return this item. ********************************************** Many months later, I have not had any reason to travel to Edmonton or Calgary. I would have to make a special trip and be out the Gas money and my time to make this return possible. *********************************************** they should have sent me a return label to return this item and refunded my money. I paid $129.00 for delivery, so a refund which is due to their companies poor quality product should be compensated on their part. *********************************************************************
      I would like this resolved by a refund and a return label so I can send their yellow piece of furniture back. It is still in the original box and has not been assembled.

      Business Response

      Date: 08/09/2022

      Business Response /* (1000, 5, 2022/08/11) */
      We will look into the matter and touch base with the customer. Thank you.


      Consumer Response /* (2000, 9, 2022/08/19) */
      (The consumer indicated he/she ACCEPTED the response from the business.)
      Ikea sent me the Return Postage Label, and I mailed back the item.
      Ikea has informed me that they have processed my return and i should see the refund amount on my credit card shortly.

    • Initial Complaint

      Date:11/07/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 placed an order (#*********) on IKEA APP at 1:40am July 9 2022, and canceled it right away. I canceled it through IKEA website since I cancelled so fast that the order was not yet displayed in my order history on IKEA APP. Later that morning I submitted return request again through IKEA APP to ensure that it'll be canceled.
      It's clearly stated on IKEA's website that an order can be canceled before they start "picking order." Link: https://www.ikea.com/ca/en/customer-service/track-manage-order/.
      Based on this information, my order, which had not been picked and not even processed (if it had been process it would show up in my order history) at the time, was completely qualified for cancellation.
      However, several hours later IKEA sent me emails saying that "Your request to cancel the order ********* has failed. An unknown error occured." And a message was sent to me saying that a parcel will be sent to me by *****. The parcel contains a heavy item which would be very, very difficult for me to return due to personal reasons. I contacted IKEA's customer service right away, but the agents denied to help and claimed that it's my responsibility to make arrangements.
      So I contacted ***** to hold the delivery, yet it didn't work, and the parcel was delivered.

      IKEA should take responsibility for this issues because what happened was clearly opposed to their order cancellation policies.
      They need to either find a way to assist the return of the heavy item or refund me.

      Business Response

      Date: 08/09/2022

      Business Response /* (1000, 10, 2022/07/13) */
      We are looking into the matter. Thank you

    IKEA Canada is NOT a BBB Accredited Business.

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