Had an issue with IKEA? Get a real response.
IKEA is a Swedish furniture store known for their easy made flat packs and sleek home inspo designs. They offer a few ways to lodge a complaint including via a phone call, through their Live Chat feature on their website, by submitting a Feedback Form, visiting them in store, or through their social media platforms. You should get confirmation that they’ve received your complaint (5 days for written complaints), with the aim to have most issues resolved immediately or within a few days, but this will vary depending on your issue.
The most common complaints from IKEA customers reference delivery delays and missing items, where customers have often experienced late or failed deliveries. Other issues mention the long customer service wait times, subpar product quality, difficulties with returns and refunds, and problems with the assembly services.
When you submit your complaint, IKEA’s support staff will evaluate the issue, providing you with clear communication throughout the process. Most of the time, IKEA will offer outcomes including refunds, replacements, repairs, or compensation. But if the options IKEA suggests are not what you expected, then you are within your right to escalate the issue further to get the result you want.
It’s important to keep track of all communication you have with any reps through this process, as well as detailed evidence regarding your complaint so you can get your issue resolved as quickly as possible.
How to submit a complaint with IKEA
Here's how to quickly and easily lodge your complaint with IKEA Australia:
Phone
- Call IKEA Customer Service: (02) 9010 0264
- Hours: 7 days a week, 9:00am-8:00pm AEST/AEDT.
- Have your order number or product details ready for faster support.
Online Chat
- Live Chat: Available 24/7 through IKEA’s website or app.
- Type “talk to an agent” to chat directly with a customer support representative during staffed hours.
Feedback/Complaint Form
- Fill out the IKEA Feedback Form.
- Ideal for non-urgent issues or detailed complaints. Response times can vary.
In-Store
- Visit any IKEA Australia store customer service desk.
- Store staff or Duty Managers can resolve issues like refunds or exchanges on the spot.
Social Media & App
- Send direct messages via IKEA Australia's Facebook or X.
- The IKEA app provides order tracking and direct contact options.
Tip: Clearly provide your order number, product item number, and relevant photos or documentation to streamline your complaint process.
IKEA has a clear and customer-focused complaint resolution process:
Immediate Confirmation
- Immediate acknowledgment via phone/chat; within 5 days for written complaints.
- Each complaint is logged and assigned a unique reference number.
Assessment & Communication
- IKEA’s support staff evaluate the issue based on urgency and complexity.
- Expect clear, ongoing communication with updates, requests for additional information, and proposed solutions.
Resolution Timeline
- IKEA aims to resolve simple issues immediately or within days.
- Complex cases requiring escalation or further investigation may take longer. You will receive updates throughout.
Escalation & Specialist Involvement
- Issues unresolved by front-line agents are escalated to specialists, store managers, or dedicated teams (e.g., delivery, installation services, warranty claims).
- Specialists have broader authority to resolve complaints.
Clear Customer Communication
- You’ll receive detailed explanations of solutions, including refunds, replacements, repairs, or compensation.
- IKEA’s goal is transparency and ensuring customer satisfaction through fair solutions.
Common complaints against IKEA
Customers frequently raise these complaints:
Delivery Delays & Missing Items
- Late or failed deliveries, incomplete shipments, difficulty getting delivery updates.
- IKEA usually resolves these by refunding delivery fees or arranging expedited deliveries.
Customer Service Wait Times
- Long phone hold times and delayed responses, particularly during busy periods.
- Using online chat or in-store visits may yield quicker responses.
Product Quality & Damages
- Items arriving damaged, faulty, or with missing components.
- IKEA typically replaces or refunds quickly through their claims portal.
Returns & Refund Difficulties
- Complexities in processing refunds for cancelled orders or delays in refund processing.
- IKEA’s generous 365-day return policy simplifies returns, but execution can be cumbersome, particularly for bulky items.
Installation or Assembly Service Issues
- Rescheduled or incorrectly performed assembly and installation services.
- Coordination issues between IKEA and external contractors may require escalation.
Poor or Confusing Communication
- Mixed messages or inconsistent information about orders, deliveries, or customer issues.
- Direct escalation to supervisors or management helps clarify confusion.
IKEA complaints submitted through Ajust
I ordered a sofa from IKEA that looked great in-store, but the one I received was a wrinkled, misshapen mess. The footrest and cushions were so out of shape, I felt like I’d been sold a floor model. I expected better quality and had to push for a refund to make things right. - Mark
IKEA’s delivery updates kept changing, but my bookshelves never arrived. I waited on hold for over an hour multiple times just trying to find out what happened. No answers, no delivery, no follow-up. It was just silence. - Katherine
After ordering kitchen items online, I couldn’t collect half of them because of stock issues. I live over two hours from the nearest IKEA and had to risk driving down hoping they’d still have what I needed. It’s incredibly frustrating that I couldn’t even hold items or pay over the phone. - Lesley
IKEA said my order was delivered, but it never arrived. Despite multiple emails saying it was on the way, nothing showed up. I contacted support twice and still no resolution. It’s unacceptable that they took my money but didn’t deliver the product. - Mike
How other consumers IKEA complaints got resolved
Delayed Delivery - Delivery Fee Refunded: A customer experienced multiple delays in receiving dining furniture. IKEA refunded the delivery fee ($50+) and expedited delivery successfully.
Faulty Product - Immediate Replacement Sent: A cabinet arrived damaged, the customer filed a claim online. IKEA quickly sent a replacement part without additional hassle or charges.
Overcharged In-Store - Prompt Refund: A customer was mistakenly charged twice for a single item. IKEA promptly processed a refund upon receiving proof of the overcharge.
When initial responses don’t meet your expectations, escalate using these pathways:
- Request Supervisor Review: During calls or chats, politely ask for a manager or senior customer support specialist.
- Store Management: Contact or visit your nearest store and speak directly to the Store or Duty Manager.
- Corporate Customer Relations: Send a detailed written complaint to IKEA Australia’s corporate office via the Feedback Form or formal mail. Clearly describe your complaint and prior escalation attempts.
- Document Everything: Maintain detailed records (notes, emails, case numbers) throughout escalation to facilitate efficient resolution.
If your complaint isn’t satisfactorily resolved internally, use these external channels:
- State Consumer Protection (Fair Trading):
Lodge complaints with your state’s consumer affairs body (e.g., NSW Fair Trading).
These agencies mediate disputes and ensure IKEA complies with Australian Consumer Law (ACL). - Australian Competition & Consumer Commission (ACCC):
Report serious or systemic consumer law issues via the ACCC website. - Small Claims Tribunal:
As a last resort for unresolved financial disputes, consider your state’s tribunal (e.g., NCAT in NSW, VCAT in Victoria).
Tip: External escalation typically prompts businesses like IKEA to resolve issues quickly; always provide thorough documentation.
Use these official IKEA resources to support your complaint process:
IKEA Complaints FAQs
What is the fastest way I can submit a complaint to IKEA Australia?
The fastest way to submit a complaint to IKEA Australia is by calling customer service at (02) 9010 0264 or using 24/7 online chat. Phone calls ensure immediate acknowledgment, while chat avoids hold times. Have your order number ready for faster support, and if you prefer a non-verbal option, use the Feedback Form or visit a store directly.
What should I include in an IKEA complaint to get it resolved quickly?
Include your order number, product item number, and clear photos or documents when submitting a complaint. This information helps IKEA quickly verify your issue and determine the right solution. Being clear and complete from the start speeds up assessment and increases your chances of a quick resolution.
What happens after I file a complaint with IKEA?
After submitting a complaint, IKEA logs your issue, gives you a reference number, and begins evaluating it based on urgency. You’ll receive timely updates, requests for more information if needed, and a proposed resolution. Simple issues may resolve quickly; complex ones may be escalated to specialists or managers.
How can I escalate my IKEA complaint if it’s unresolved?
You can escalate by asking for a supervisor during phone or chat, contacting a store manager in person, or submitting a written complaint via the Feedback Form. If that fails, escalate externally through your state’s Fair Trading body, the ACCC, or a small claims tribunal. Always keep detailed records of your case.
You’ve done your part, now it’s time to hold IKEA accountable.
Take the final step and submit a complaint that gets seen and responded to.