IKEA ACT, Canberra

Have just assembled KOLBJORN cabinet. Final step: screwing in a small bracket to provide the surface for the magnet on the back of the door to attach to. The bracket is there though there is nothing in the instructions to explain where it goes - I had to figure that out. The hole for a self tapping screw there, but no screw provided - I'll have to go to Bunnings to buy a packet of screws. Show details

We purchased over $2,200.00 of furniture - a sofa bed and an arm chair - at Ikea Canberra. The guy in the shop was great. He gave us good information and advice and we were happy with our purchases. We arranged delivery and assembly as we are both older and need this help. We needed the sofa bed for some friends who were going to stay with us. … Read more

The items were delivered when arranged. The guys who came were in a hurry and kept wanting to just leave the boxes where it suited them. We had to work at getting them to put them in the right location. OK - at least they arrived when booked.

The assembly team were due 2 days later - the service booked and paid for at the time of purchase. As we needed the sofa bed for our guests, I rang Ikea Customer Service to confirm (took a long time to get someone on the line). They assured me the assembly team would be there as booked. As I had the number for the assembly team (a third party business) I rang them to confirm; no-one answered and I left 2 messages but no courtesy call back. Come the day - no show, no telephone call, nothing. All I had was large boxes taking up most of the space in my lounge room and guest room.

I rang Ikea, somewhat upset, saying I needed the assembly team asap and I wanted the service fee of $98 refunded. Their response- the assembly team would need to be re-booked for a future date (like the following week) and must be paid for!!!!

I told them my guests were due in a couple of days so the furniture was no good to me if they could not agree to my remedy. They would not. This is where it gets really silly!!!

I told them I wanted to return the goods for a full refund and NOT pay the return delivery charge. They agreed. A few days later, a truck turned up and took the goods and several days later after spending many frustrating hours on the 'phone with Ikea Customer Service, I got the refund.

For the sake of refunding the $98 assembly fee and giving me some priority in getting the assembly team to attend promptly, they did themselves out of hundreds of dollars as well as the cost of the return delivery.

Contacting Customer Service was hard; time-consuming, difficult process and options focused on sales rather than fixing problems. The individual staff when I got through were good, but it took far too long. I guess Ikea want it this way to put you off trying to complain.

Beware - if things go wrong, you are in for a bumpy ride.

Rude policing of self-checkouts! – Ikea, you need to do better! My recent shopping trip is a great example. I was wandering around the store for a long time filling my trolley with various items. At no point did a SINGLE staff member asked if they could help me find something or if I had any questions about any products. I received NO assistance whatsoever. (I also believe that I… Read more

was followed around the store by Ikea staff in plainclothes.)

Then I go wait on line to check out my own items (the only option). I check out and pay for over $200 worth of items. As I am doing so a staff member who was watching the second row of self-checkouts comes over to rudely stand over mine (again, not offering to be of any assistance), actually PLACING an item in my checkout area and sort of hovering over me while I do all of the work of a cashier.

I pay for my items, all completely self-serve. As I am walking out, a staff member asks to check my receipt and makes a BIG show of CAREFULLY checking over my receipt and the items in my trolley. OMG, is this what "customer service" has come to? Really?

You don't offer to help me AT ALL during any stage of my shopping OR checkout (and I was in the store for a long time), and still, I'm treated like a potential shoplifter after spending over $200? And this is the FIRST interaction I had with a staff member--right before LEAVING? Am I to believe that this is how little you value my business?

At least PRETEND you are helping me, saying something like, "the scanner has been acting funny, let me check that you weren't double charged for anything." I mean, is it too hard to at least ACT like you are trying to help your customers rather than treating them as though they are likely shoplifters?

I believe it is in VERY poor form to ONLY interact with a customer when you are checking them over for potential shoplifting.

If you intend to check the receipts after self-checkout, you should at least instruct your numerous staff (I saw them throughout the store) to make contact with customers regularly, asking they need any help as they are shopping. Otherwise, the only interaction staff has with customers feels rude and mercenary rather than polite and helpful.

Shocking Lack of Service – We are an elderly couple. Needed a bed base frame. Drove 80 Klm . What a awful shopping experience . No service on the floor and no help with loading a heavy item. Never again will I shop at Ikea.

Horrible service – Ikea mattress won’t fit Australian standard bed frame but they won’t tell you. Customer service is not willing to give a refund. They are arrogant and useless. Have been shopping at IKEA for 30 years but never again.

Never Purchase A Mattress Pad From Ikea – NEVER purchase a mattress pad assuming it is the same as a previous purchase. They change items without a disclaimer.  Show details

Terrible services – I purchased four high chairs from IKEA in Canberra. One back-support arm of one chair broken when I lifted it to move to a different place. When I took it to IKEA, I was told it was not a quality problem! So they refused to refund or replace although it was still in the warranty period.  Show details

Very unhappy with my purchase – Unfortunately, I purchased a the LINNMON / ADILS desk for university study. Whilst the desk was relatively easy to assemble, I am very unhappy with this product. The slightest movements make the desk shake and is quite distracting. I have tried many times adjusting the height of the legs to fix this issue but it continuous. I would not recommend this product. Show details

Assembly service unreliable – Ikea's Assembler no showed twice and was at another install the morning he was supposed to be installing my wardrobe. Called and tried to return the product and was told I will be charged for the delivery and pickup. Show details

Claustrophobic – Trekking through 400 kilometres of cramped, store pathway isn't my idea of a good shopping experience. I felt like I was lost in a maze, with little chance of survival. I thought I was never going to reach the end. If you do visit, take food, water and a swag; and three weeks annual leave. Show details

Don’t put yourself through this! – 29/12/18 Purchased a book case + delivery + assembly. Took FOREVER standing in the heat to arrange. Returning home realised it was ‘just’ too high. Cancelled order first thing 30/12/18. Advised I would receive refund in 2 - 4 days. 31/12/18 7am(ish) phone call received- advised delivery en route. I provided details of the cancellation. 18/1/19 I… Read more

spent a total of 5 hours trying to get through to IKEA. I believe the ‘music’ is designed to send the listener insane. Eventually I was told I would be transferred to someone who would do a direct refund to my card. I waited... & waited... & was cut off. Assuming that after my discussion that I would be contacted by IKEA or that the refund would be transferred to my account, I waited... & waited. 28/1/19 I rang again, this time waiting only half an hour. Again I was told I’d be transferred to someone who would provide a refund. This time it worked & the unfortunate person who took my call, called me back to ensure I had got through. Perhaps because I mentioned that if I was cut off this time that I’d be calling fair trading in the morning. So IKEA has had the benefit if +$250 for a month. If I hadn’t gritted my teeth for these 2 LONG phone calls they’d still have it. No more IKEA for me. Service is a disgrace. I wooif this is how they treat their European customers???

Disgraceful – Kitchen was meant to be delivered at x day and 15 minutes before delivery time they called to say they where out of stock. So now I have no kitchen as the old one was removed and it’s Christmas in couple of weeks so I have no way to cook Christmas lunch.  Show details

Atrocious delivery and phone service – 7 November - Waited all day for scheduled delivery - no show; no notification; over an hour on phone before I could get through. 20 November- Again waited all day for scheduled delivery - no show; no notification; can’t get through on phone (now spent total of two hours waiting to talk to someone) Cannot believe they are so unprofessional.  Show details

Poor after-sales service and poor systems – We ordered kitchen cabinets through the store. The purchasing process was easy and they promised delivery in a four hour window on an agreed day. The delivery never arrived during the window, and Ikea didn't contact us. We contacted them and were put on hold for around 20 minutes. They put us on hold several times, and found that our order was… Read more

never packed and provided to the delivery company and that there was apparently a system error.

They then said stock wouldn't be available until a month later. After being put on hold several times, we now have another four hour delivery window in two days.

All up it took 45 minutes to get through this, and the store has very little flexibility to accommodate customers, even when they've made an error and inconvenienced you.

Would advise against using Ikea for anything that requires a wait/delivery, as their customer service for us after they had taken our money was not helpful.

Poor Service on Delivery – I've used IKEA for furniture for some time and recently made a sizeable order ($6500) to furnish a new home. Having had good experiences with home delivery from them in the past, i chose this as the best way to get my delivery, particularly given how large it was. I ordered the goods 3 weeks prior to needing them, everything appeared to be… Read more

available online, then booked the delivery time. As the day of the delivery grew near, I got confirmation e-mails from IKEA, so assumed everything was on track. That was until the night before the delivery when I received two phone calls from an IKEA delivery driver. The first one was to tell me that I'd get my delivery at 7:30am instead of 3:00pm the next day, I wasn't upset by that, it was just going to require some shuffling around of our schedule. Then an hour later he rang back to tell me my delivery wouldn't be coming at all. I was very surprised and asked why, he said 'goods not available'. I asked him when my delivery would be coming and he couldn't help me, just said to ring IKEA. I then did that, and sat on hold for 41 minutes (whilst out at dinner with friends), finally giving up in frustration. I decided to ring first thing the next morning. Our anxiety about the order delivery time was high because we had arranged a removalist to take the goods to our new home the following Monday (this was Friday night), which had cost us more than $2K and was reliant on these goods arriving. I rang at 8am (5 minute wait) and got a lovely girl on the phone quite quickly who set up a case number for me and advised she would speak to the delivery team. By midday I hadn't heard anything, so I rang back, this time I sat on hold for 20 minutes, but finally got through. I was told that my case had been escalated to the delivery team and that they should be in touch with me that day. At 2:10pm I received three e-mails from IKEA all within a minute of each other confirming my original delivery schedule, which I found bizarre. By 4pm I hadn't heard anything so I rang yet again (20 minutes on hold again). This time I got someone who was exceptionally helpful. She spent some time chasing up my order and advised that they would be delivering it the following morning, she checked that all the goods were available and she undertook to get the Delivery Manager to call me prior to 6pm that evening. She also advised that I would be refunded my delivery fee and would get a $100 voucher. I was grateful for those olive branches and was really pleased that someone cared enough to be so helpful. BUT, no one rang by 6pm. I then began to despair that I'd need to call again and sit on hold for the fifth time in 24 hours. Luckily that didn't happen. The delivery driver rang me and advised that they would be delivering at 7:30am the next day. As the time of delivery came around, I was very anxious that we would not get the delivery but we did. Given the size of it, all good were there and the delivery people were friendly and business like. I found this whole experience frustrating. All I wanted was a 5 minute call from the delivery manager to say 'yes, your delivery will be there at a specified time'. Instead I spent more than 2.5 hours making phone calls, most of that time was spent sitting on hold waiting to be answered. The customer service people really tried to do the right thing, but the delivery people were largely unhelpful. I can't understand why IKEA has changed a system that had previously been working well. I will really think twice about ordering goods from them again, simply because of how hard it was to get this delivery. Given I spent more than $6500 I would have thought it would warrant a quick phone call to reassure me everything was ok. IKEA, for a multinational company you can, and should, do better than this.

A VERY USEFUL PLACE TO BUY IF YOU ARE A GROWN UP WITH COMMON SENSE! – The people who work at Ikea are shop assistants, people! If you pay peanuts, you get monkeys - no surprises there, surely? We recently put in our second Ikea kitchen (first one 25 years ago) and it is brilliant. BUT we don't use their design, delivery or installation services. I trained as an Architect before I realised the Public Service pays… Read more

better, so design is my thing. We have a factory LPG station wagon that holds incredible amounts of stuff so I pick it up. Their installers? VERY variable, but we like to do it all ourselves, I have heard good and bad reports from those who have used them.

We bought most of the stuff on line as we live an hour away and it forces them to get it all together, instead of getting there and discovering they just thought they had it in stock; the purchasing process was quite streamlined but a bit rigid, they don't let you buy stuff that's out of stock so I racked up the mileage pretty fast getting all the things we needed. They don't seem to have much faith in their own system that you can't order in advance for the next delivery of stock?

Having said all that, if you want a cheap, high quality kitchen they are the ONLY place to buy. Their system is streets ahead of all the others and lasts forever.

Still waiting delivery - Shocking customer service – Ordered a product online on 22/06/18. Had an email confirming dispatchment on 23/06 for delivery on 24/06. My order number generated an error in the Ikea tracking site. Contacted ikea customer multiple times but couldn't get an answer. Had to visit the Canberra store on 27/06. They said it hadn't actually been dispatched and there was a delay… Read more

for an unknown reason. They stated there was a new customer service center in sydney resulting in delays. He was unable to obtain a response and said he would have to call be back.

Did I receive a call back - NO

I called customer service on 01/08. Managed to get through to [name removed]. She also stated that there was a delay for an unknown reason and she would need to call back.

I asked for a refund, but she said this was not possible at this stage in the order process. But she would call me back that same day.

Did [name removed] call me back? OH NO NO NO

I rung the call center today and was on hold for 35 minutes with no luck.

Now looks like I will have to visit the store again this weekend! How can such a large company have such poor customer service? Very frustrated!

Most terrible Customer service – we bought a kitchen 1 year ago and the sink plugs do not seal. It did not worry so much at the start as we had enough water, but with lack of rain its annoying me more and more. Rang Canberra where we bought the kitchen at the 5.7.18 they wanted pictures, video of plugs that leak water, I wondered how I am supposed to film or photograph this,… Read more

making marks on the edge to show that the water level goes down. I asked if they are serious about. I asked for the manager who did tell me he had no idea what I am talking about and stated he is not a kitchen expert. I think any child would understand leaking plugs, but he wanted to send me 2 new plugs, well Canberra is not far from where I live and they are still not here. Will never buy from Ikea again.

Atrocious customer service – If a company rep is reading this. Please reply as a matter of urgency. I simply want my furniture. I just need help. Please help. If I can't resolve this I will be forced to use social media and call Alan Jones, Ray Hadley on Sydney's talk back station 2GB or even A Current Affair to ask them to get in touch with me. Purchased online and… Read more

paid for it. Transaction confirmed at the time and a couple of days later by the bank. I am moving in to a new house and organised a complete household full of furniture to be delivered. The delivery window being 8am to 8pm. I waited and around midday called to see if they could indicate a time or to find out if they call you before coming. I was sitting in an empty house waiting. I was told that the items were not being delivered because payment was received but not updated with the store by their computer. I tried to ask for them to help. I explained that I was in an empty house. I also explained that I was going to put things together before the family moved in the following week. I also explained that we had 10 people staying with us that weekend as part of mothers day. Including toddlers and a new born. I was repeatedly told that we cannot organise another delivery on an earlier day and that the delivery would be on the next Saturday between 8 and 8. I explained that we had people there. I hung up and called again. This time a woman said that she called the delivery company and explained the situation and that they would call me the next day or certainly Monday. Given the urgency, I started calling after 3pm on the Monday as I need to solve the problem. The phones are all busy. I started calling every number in Australia to see if I could get a number to call. I also called the number of the person I had spoken to on Saturday. All lines have been busy for an hour and a half. I am beside myself and so cranky.

Tearing my hair out waiting for missing kitchen items. It has been 7 weeks since paying for everythi – Absolutely appalling situation. In canberra the order was not completely filled for an on-line purchase. It turns out there is no back-ordering system to ensure the missing items are filled. All orders are picked off the shelf and stock is replenished like a supermarket. If your item is not there at the time then you do not get it. I had to… Read more

periodically check if the item was again on the shelves. I spent two hours trying to contact the help line. I was always cut off after 15 minutes or so with the option to leave my number.

My kitchen is under construction and there is no way I can obtain the missing items and no way of knowing how long it will take for the missing items to return to the shelf. It has been 7 weeks.

Delivery service is suck – Ordered a double bed with storage, a mattress and a bookcase. Arranged for delivery on Saturday afternoon but the bed didn’t turn up. After rang the store we’ve been told it out of stock. We then rang again on Wednesday this time it was available so we arranged for another delivery on following Saturday morning just to be more disappointed because… Read more

it never arrived. We rang again on the day just to be told we need to rearrange delivery on the other day because there was a miscommunication between the person who arranged the delivery and the delivery team so my stock hasn’t been picked in time for the delivery. Later, we again arranged another delivery for the third times for today between 4-8pm. Guess what!! Yes it won’t be delivery again!!! This time the customer service person over the phone said again there was some miscommunication within the store. What’s a joke!! Is this the way you serve your customers?? Shame on you.

Money taken, goods not received and no assistance from customer service. (IKEA Canberra) – Ordered online click and collect, items ready according to IKEA. Rented a trailer and drove 2 hrs to the Canberra store only to be told the items were not available... grumpy but hey sh*t happens. After waiting on a call from IKEA which never came I called them myself and was told the items are ready for collection. Again rented a trailer, drove… Read more

the 2hrs to the store... whaddayouknow!! Items are not available!! Complained and was offered free delivery from IKEA to compensate. Not really a compensation but hey I'm easy. First delivery date, no show. Called, 40min on wait, told IKEA will call back. No calls from IKEA; called them myself... 25min. New delivery date... AGAIN no show, no message nothing. Just spent 45min on phone waiting, complained (not rudely) and CSR puts me on hold and hangs up!! Called again, explained everything yet again and don't get any escalation... just a new delivery date. This is beyond belief. One tip: DON'T CLICK AND COLLECT!!

Worst retail customer service experience ever!

Ikea Canberra – Didn't get a chance to make a purchase. The staff at Ikea Canberra are not at all helpful. The parking into the store is terrible with the entry hardly big enough for 2 SUVs to get through. Glad I didn't spend any cash here. Wont be back.  Show details

Kitchen – Purchased kitchen from the store. Purchase was slow but we got there in the end. After $8,500.00 plus I have nearly finished BUT I purchased a timber benchtop the first one split so I purchased another one only to find it is so soft and marks so easily it is without a doubt the worst purchase I have ever made. The kitchen looks great but also chips easily and when you return pieces the staff run.  Show details

Kitchen installation in progress - VOXTORP – Purchased a full kitchen and I am currently having it installed. I have already made a few trips back to the store to exchange damaged items. No problems with items being in stock and they have happily opened boxes of full cupboards to give us the required replacement pieces. The main problem is their cover panels, IKEA cupboards are 600mm and… Read more

doors are 20mm = 620mm. Cover panels are advertised and sold as 620mm, even the boxes are marked as such. Fact: Cover panels are only 615mm and rounded up on all specifications.

We went back to IKEA and the agreed to replace our cover panels with a much larger size in order for us to cut these down, at no extra charge, they also included delivery.

Problems are expected with all building jobs and IKEA have handled ours well so far. Kitchen is starting to look good!

Uninformed staff, non existent stock – Good pricing that's it! Ordered 3x of wardrobes from IKEA, had to change plans to suit what they had in stock, no problem. Order arrives, missing half the wardrobe doors. Call to ask why, turns out they never put them on the order, why? they no longer sell them and won't transfer from a store that does. So now I'm stuck with all these wardrobes… Read more

with half a door and no way to fix this and certainly no help offered from IKEA! Asked to speak to a manager and was flat out refused. Thanks to IKEA, will never be back.

Item not in stock, despite website and store staff saying they had numerous items – Having found the item I wanted (bar stool) online and checking that it was in stock, I made the trek to the store (Canberra). When I arrived I found the nearest assistant and asked them how I find the stool I wanted. She looked in her electronic catalogue and handed me a sheet with all the details of the stool and where to find it in the… Read more

self-service warehouse. So I went to that location and... no stools. The catalogue had said there should have been 10 of them in stock. Assuming I must be missing something, I ask for some help in the warehouse. They confirmed that I was looking in the right place and went back to the electronic catalogue. Again, he confirmed that there should have been 10 in stock and could not understand why there weren't any physically there. He politely said sorry and that I should try again at a later date. That is not what I would call good service. Having now wasted over an hour of my time, I asked whether they would be offering me any compensation, such as a discount on the stool when it came in. He said no, he couldn't. So I asked for a supervisor as they are often authorised to do things that the floor staff cannot. A polite supervisor arrived about 5 mins later and after getting a short brief from the floor staff, came over to me and made exactly the same unsatisfying apology. Again I asked if they would compensate me for wasting 2 hours of my weekend given I'd done everything right and checked there was stock before leaving home. No, she said, it was international company policy that IKEA don't offer discounts. This is very disappointing as it does not respect the customer at all. Having worked in a service industry many years ago, it it very common to offer discounts to compensate for poor performance. I told that what I really wanted was the stool I'd come for, but that giving me a discount would assuage my anger (I had been calm the whole time) at the experience. Still nothing, except she said she could arrange a free coffee. I really am not keen on wasting more time writing this review, but it is my only recourse given the treatment I received. Not good enough IKEA

IKEA kitchen – Very disappointed with my new 12k IKEA kitchen, I reciently brought the whole kitchen. Only to be told by my plumber that we could not install the draws under the sink as our Australian standard plumbing would not fit. The sales staff did not provide us with this info, even after three visits and 8 hours spent sitting discussing the kitchen!!!! I would never do it again, they got their money and that's all they care about.  Show details

NEXT DAY DELIVERY SERVICE - If I could give zero stars I would – My experience today was horrendous. Not only that I did not get a call from a driver between 30 min to an hour before the delivery of a large purchase I made the previous day, but when I called IKEA customer service, several agents and a team leader refused to help. Not only that they were unhelpful, they were simply rude. One refused to put me to… Read more

speak with her supervisor after asking her seven times. It was well within the last 30 minutes of the scheduled delivery, and IKEA customer service agent argued how it was not 30 minutes yet, patronising me and treating me with a contempt. Third time when I called just before 5pm, I finally received a call from a driver. He was running late, no apologies, nothing. When he finally arrived well after 5pm, left my goods everywhere. I was meant to check that I received everything and I couldn't - he was too much in a hurry to dump everything and go. I could not check if everything was there and was left in tears with items left in the room where they are not meant to be, far too heavy for me to lift them and place them where they are meant to be.

I was left in tears for the service I paid for and received totally opposite

Ikea Kitchens – I purchased a new IKEA kitchen from Canberra store for my new house and I have had heaps of issues with product, delivery and service. 1. Wrong items were delivered. We only found it when the installer started his job. IKEA takes around 4 business days to replace the wrong items. 2. Ikea kitchen installation is complicated and only an… Read more

experienced IKEA kitchen installer can do it right. There are so many small bits and pieces to install that takes time, and that adds in to your installation bill.

3. IKEA's stone bench top and splashback service is terrible. Their contractor took over 4 weeks to install them. IKEA website says only 2 weeks from date of measure, but they confirmed it is actually 14 business days.

4. Kitchen looks nice, but looks cheap! not very strong since the panel thickness is lower than an average Australian made kitchen.

Cost wise, IKEA cabinets, Stone bench top and splashback all combined - will NOT be cheap.

If you shop around, you can get a better quality kitchen installed for almost the same price of an IKEA kitchen.

Purchasing a mix of self serve and pick up items – Tonight, yes a quiet Monday evening I went to purchase 3 items - 2 were connected i.e. Vanity base and vanity top and a separate mirror cabinet. Two items were self serve which was relatively easy but the third was pick up. After paying for all three I was sent to the pick up section where I waited to collect one item, only to be told after… Read more

waiting for 40 minutes it was out of stock. Not much use having a base without the top so then I had to go through the ordeal of obtaining a refund. The system is horribly floored, i checked online before I travelled to IKEA and it indicated it was in stock, it is crazy that at no time when placing the order, paying for the order or at the beginning of the collection process was there any indication that the item wasn't in stock.

Never again, I would prefer to pay hundreds of dollars more elsewhere rather than return to IKEA.

Damage product – Product was damaged, driven 1 hour to reac ACT and found damaged product

Ikea mixer taps – 3rd time I brought a ikea mixer tap for my kitchen after 3 months it leaks Show details