Here's how to quickly and easily lodge your complaint with IKEA Australia:

1. Via 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.
  
  

2. 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.
  
  

3. Feedback/Complaint Form

• Fill out the IKEA Feedback Form.
  
  
• Ideal for non-urgent issues or detailed complaints. Response times can vary.
  
  

4. 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.
  
  

5. Social Media & App

• Send direct messages via IKEA Australia's Facebook or Twitter.
  
  
• 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 Acknowledgment

• 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.
  

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.