Had an issue with IKEA? Get a real response.
How to submit a complaint with IKEA
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.
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.
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
How do I submit a complaint to IKEA Australia the fastest way?
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.