Contact IKEA Customer Service

I bought a glass product from IKEA, but it arrived broken due to poor packaging. The replacement was promised by April 14, 2025, but it's now April 18, and there's no update.

I've called customer care daily to explain the issue, but they've been unhelpful, offering no solutions or responses. I'm extremely frustrated and disappointed with IKEA's terrible service!

Dear IKEA Customer Service Team,
I hope this message finds you well. My name is Limor Hefetz, and I am writing to file a complaint regarding the unacceptable and unprofessional service I experienced at the Buyback service desk at your Paramus, New Jersey, location on March 22nd. On March 8, 2025, we received a buyback estimation for our IKEA shelving unit in 'as new' condition (Estimation Number: 137****). On March 22nd, 2025, in order to facilitate the return, we proactively purchased appropriate wrapping materials and rented a U-Haul vehicle. Upon arrival at 1:05 PM, my husband was assisted by a representative named Cristina. Her initial attitude was aggressive, indifferent, and hostile. Despite acknowledging the excellent condition of our unit, she insisted that the bottom panels, which we had brought separately, be attached. My husband understood this requirement and was prepared to comply.
However, when my husband requested six screws to complete the assembly a service IKEA typically provides, Cristina responded rudely, refusing assistance: She confronted him and told him that he didn't really mean that she would bring him screws (exactly 6!!!) for the product he wanted to sell them. She directed him to wait aside with the items (4 carts), preventing my husband from obtaining the necessary screws from IKEA itself (!!!) or elsewhere.
In a preliminary chat I conducted to find out the value of the item, which also included luxury glass doors, I was explained that the representative would be able to assist me on the spot and re-evaluate the value of the item. Christina refused to check the addition as it did not appear in the initial estimate, and she told my husband to look it up for himself. It was one too many for my husband, who had to throw the item's luxury doors in the bin at IKEA without realizing whether it was resellable or not.
This refusal to provide a simple solution forced me to drive an hour to the store with screws. In an attempt to resolve the situation, I contacted customer service twice during my hour-long drive back to IKEA with the screws. Representatives Chino and Merlin both struggled to reach in-store personnel, and despite assurances, no manager approached my husband to assist. There are recordings of my conversation with both of them that show that you too are unable to get an internal response from your team.
When I arrived at the store, I asked manager Antonio to contact his manager for escalation because it was an unbearable and beyond comprehension situation. Antonio insisted on helping and indeed expedited the process. We were assigned to another representative and began the sales process. Then Cristina, the first representative, called the representative who was handling us on an internal extension line and told him something that caused him to lower the original estimate from 494.99 (before tax) to 422.24, which did not happen in her initial estimate, where it remained at the estimated price we received in the original email.
This incident raises a number of questions regarding the way in which you deal with customers and provides an opportunity for you to discover how things work within your team:
1. Although it was a Saturday and there were customers, there was no special difficulty or load that could reflect such short, hostile, and impolite customer service. Christina's non-transparent and opposing behavior was almost personal. She literally did everything to sabotage the sale.
2. If IKEA offers a service to the public, it must know how to manage it and provide the necessary professional support. The staff's unfamiliarity with the product, its name, and components—details we had previously provided—led to a sense of uncertainty and improvisation during our interaction.
3. An attempt to ask Christina's name from another team member took a long time, and he deliberately delayed. Maybe I will regret it, and he also went to inform her of my request.
We were received by Cristina at around 1:05 and left IKEA at 3:35. Having an open mind, goodwill, attentive service, and a basic to creative response would not have left us 2.5 hours managing the simplest return.
Time, fines for returning the rental car late, and a completely unnecessary hour-long drive for me to get screws to the IKEA store are side effects of poor service.
We would have saved time, money and certainly not the feeling that sales representatives were talking about us in front of us and coordinating positions. We sold a product in excellent and exceptional condition with a clear financial loss already at the evaluation stage, not to mention the discount in the place that Cristina arbitrarily decided on. IKEA promotes the values of Lead by Example and Give and Take Responsibility - this is your opportunity to practice what you preach.
We respectfully request:
Compensation for the discrepancy between the original and final buyback valuations.
Reimbursement for additional expenses incurred, including extended vehicle rental and travel costs. A Senior Manager will discuss with Christina the importance of exemplary customer service, emphasizing the detrimental impact that negative interactions can have on both the customer experience and the company's reputation.
Thank you for your attention to this matter. I look forward to your prompt response.
Sincerely,
Limor Hefetz