Perth...Shocking!!! Paid for assembly.. they cancelled last week... and I had to follow up todays assembly only to be told they could nit do ir. I have asked for mt money back no response. Tried to ring ONLY no which is Sydney for HUGE wait time on ph. oh an trash AI that could not work out what I was requesting. Do NOT use assembly service!!!!!!
I paid for delivery. We were home all day, but the courier claimed they couldn't deliver the package - they didn't realise they had to press the intercom at the security gate. Package then left at a newsagent 15 minutes drive away. I spent an hour trying to get customer service from IKEA to get the package delivered, as paid for. No success, in… Read more
the end the staff member ended the chat mid-process. If this was an error they didn't bother trying to get in touch.
This isn't the first time IKEA delivery has been substandard, but it's the worst. I won't be buying from them again.
I recently purchased a wooden chest of drawers and a tallboy from IKEA, including delivery and assembly. The delivery itself was on time and went smoothly, which I appreciated. However, the assembly experience was quite frustrating. The first installer who was sent struggled with English communication and, unfortunately, did not assemble the… Read more
units correctly. After installation, the drawers would not close properly, and we were told the unit was faulty.
We then had to contact IKEA to organise a replacement and reinstallation. This process was disappointing — we had to follow up every couple of days as there was little to no proactive communication. It took around two weeks just to get the replacement booked in.
Eventually, a new unit was delivered, and a different assembler came a few days later. This second installer was professional, efficient, and clearly experienced. He quickly identified that the original unit was not faulty at all — it had simply been assembled incorrectly the first time. He put everything together properly, and now the furniture works perfectly.
While I’m happy with the final result, the overall experience took around 3–4 weeks to resolve and required constant follow-up from us, which shouldn’t be necessary. The inconsistency in the quality of installers and the lack of communication from IKEA made the process far more stressful than it needed to be.
In summary: good products and a positive outcome in the end, but the assembly service and customer follow-up need significant improvement.
Reviews with attachments
Ordered a paper lampshade and cutlery set online. IKEA packed a heavy metal box loose in the same package as a fragile paper lampshade. It arrived torn and unusable. Their system refuses online claims under $50, so you’re forced into phone/chat/store options. Not practical if you’re rural or disabled. Damage caused by poor packing, but getting a refund is deliberately difficult. Buy fragile items elsewhere or in-store.
Lamps arrived easy to assemble they even provide spanner to tighten base the order as every thing lkea is so well packed you get what you order now l will order more bulbs as they are cheaper than others very happy customer
Absolute joke. I purchased a bin from IKEA which was over $100. The first time i used it the pedal snapped off. I was sent a replacement. A few months later, the pedal snapped off again in the same spot. There is a design flaw with the IKEA product that IKEA has ignored. They provided no email address, and all other contact methods take hours to… Read more
reach. The customer service is set up in a way to wear you down so you don't make a warranty claim. I have spent 3 hours so far over one bin. Buy your furniture somewhere else.
Chest of drawers was easy to put together and instructions were easy to follow even for old people like us. We needed my son’s help with the kitchen cupboard because it was too heavy for us. There were a few things mentioned in the cupboard which weren’t in the box so we managed without them. We found exactly what we wanted on line and delivery was on time.
You book a delivery for saturday then they deliver it on tuesday. Then what is the point of booking it? There are missing items from my order, 6 missong items.The chatbot is useless on their website and keeps refusing to connect you to a human. Calling them on the phone also doesnt work. Been waiting for 3 hours on hold to ask for refund for missing items. Do not order anything online from IKEA. This company is a scam.
Latest follow-ups
IKEA arranged to install my 2 wardrobes and caused damage to my walls and the wardrobes and refused to take responsibility for it despite clear supporting evidence. Assembly Services Australia (ASA) which IKEA arranged to do the installation, would… Read more
not even take my calls or provide an email for me to send details of my complaint.
IKEA said that I must have caused the damage! - see photo - unbelievable.
It took a complaint to Consumer Affairs (CA) and the threat of VCAT for IKEA to eventually accept responsibility.
My advice is go to CA after what I assume is IKEA's standard initial refusal to do the right thing, then go straight to VCAT if still no resolution. Dont waste months like I did, in assuming I was dealing with a company that cares about its customers. Better yet, dont buy anything from them at all.
(nice little add on - I also got asked to review the 50 individual items (shelves etc) that made up the 2 wardrobes... almost comical)
Follow-up · They paid compensation for the damage they caused, after I took the above action. I am still very much of the view that their standard process for complaints is to deny responsibility at the outset, hoping you'll give up. Will never deal with them again.
- +1
My partner and I are keen on the KABOMBA dimmable chrome-plated LED wall lamp (ID: 005.024.93) for our bathroom. https://www.ikea.com/au/en/p/kabomba-led-wall-lamp-dimmable-chrome-plated-glossy-00502493/ Unfortunately, on adding the item to our… Read more
cart we are informed that "Sorry, this product can currently only be delivered to your selected postcode if it’s part of a larger order. You can continue shopping to add other products, or proceed to the checkout to find out if your order already meets the minimum size."
Their page also states: "Last chance to buy Delivery currently limited to large orders Available for Click and collect"
It's been this way for months now. According to IKEA's support person there are only a couple of units left in the store and, because they ship from the warehouse, the lamps can't be posted to us and we have to go to the store to collect it. As we live in Geelong and the nearest store is in Richmond that is impractical for us.
So, what if we take their advice and incorporate it a large order? Well, on adding the very ugly Seglora natural three-seat sofa ($2,999) to my order nothing has changed. The lamp still cannot be delivered.
OK, suppose I order from a store in another state where they might have stock in the warehouse and I have no hope of clicking and collecting. Guess what - same message from all of them.
So, what we are dealing with hear is a sales executive endorsed obstruction to selling the lamp via delivery in an attempt to get customers into the store.
This point is accentuated by the fact that the lamp's sister product - the same but in matt black (ID: 904.898.16) - is available for delivery.
Despite several calls to IKEA support they have shown me the hand. They are clearly more interested in getting customers into the store than serving remote customers.
Oh, by the way, bait advertising is illegal.
Follow-up · We finally had a chance to visit the Richmond warehouse in early November. Guess what - they had lots of the lights in stock. IKEA fibs!
Positive reviews
Phenomenal online shopping experience. Ordered on a Saturday and products were delivered on a monday, they tracked the items the whole way and called on approach. this is a fantastic way to order products online
Everyone makes mistakes but it is how you handle it that counts. Ikea handled it extremely well. I had a terrible experience with Ikea installation service. The first delivery guy came early and because no-one was there refused to wait. The 2nd guy was rude and refused to put the mattress on the bed he just installed for my 80 year old father… Read more
without extra compensation.
You may wonder why i have given 5 stars. Its because Ikea themselves have been wonderful to deal with throughout this whole experience. The furniture I purchased (qiueen bed, table and chairs) are excellent and great value. Ikea accepted responsibily, apologised and removed the cost of the installation from the bill.
My advice is definitely buy from Ikea but if you can arrange your own installer.
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Purchased a dining table from Ikea a few weeks ago. It looks lovely and feels quite solid for the price. Assembly took a while as a few of the screws did not line up properly which was a bit frustrating but we got there in the end. Click and collect was simple and the staff were polite and helpful. Overall I am very happy with it, just wish the setup was a little easier.
Negative reviews
Paid for home delivery. Stayed at home, waiting for delivery when I get a text that my items have been delivered. Their "delivery professional" left all my items in the lobby instead of ringing me to bring my items up to my unit. Called customer support, took forever due to high volume of calls (I wonder why). Customer support could not contact… Read more
the driver. Their allocators could not contact the driver. What kind of service is this? Never buying from Ikea again.
Ordered 7 April with delivery promised for 10 April. As of the delivery date, the item had not even been dispatched — only packed with a label created after I called to chase it. IKEA sent an ‘on its way’ email before the courier had even collected the item, which is misleading. This is a delay at dispatch, not delivery. Completely unacceptable for a local order.
We made a large order. The first delivery went smoothly arriving on the day advised. Subsequent 2 other deliveries were a disaster. The drivers refused to deliver the goods as they said they couldn't park out the front of our apartment when Harvey Norman seem to have no problem. Eventually spoke to somone from IKEA and they couldn't help me, nor… Read more
did they care. When finally they did show up, they dropped boxes, slid boxes along the floor and then asked my 60 year old relative who had let them in, to carry some of the boxes. A horrible experience that I won't be repeating.
Recent reviews
Ordered complete laundry with integrated sink. We promised sink would arrive at certain date. Weeks of delay in NSW, but available in other states. We were told IKEA would not offer service to send from other state to us. Also that the sink would not be available in NSW anymore. We talked to several people at customer service who gave a complaints… Read more
department e-mail address. Received automated email back that this department was unoccupied and the email will not be read. THERE IS NO POSSIBILITY TO MAKE COMPLAINTS, receive replies, no one is taking responsibility!!!
Wasted about 6 hours dealing with the broken "Returns" page on the website, getting enraged by the [Content Removed] bot and non-returned phone calls plus 2 half hour waits on the phone only to waste even more time getting the learnt-by-rote [Content Removed] from the no-doubt underpaid flunky. Not prepared to waste a nanosecond more of my time. … Read more
If they want to treat customers as cash cows (THAT part of the website works instantly!) then my advice is to return the favour in person
The most senior executive for IKEA in Australia is [Name Removed] - if you're in Sydney you can take your returns directly to her at [Personal Details Removed]
See how SHE [Content Removed] likes getting treated like a piece of [Content Removed]!
If I'd of know delivery was going to take weeks for delivery for a small item, and that it was going to come from the other side of the country, even though local stock I would have saved my money and picked it up. Sa far 3 week and no delivery, for a desk lamp, not even a tracking update, so who knows where my hard earned money went.
This is a reminder to myself never to purchase online from ikea again. The first delivery got sent to my neighbour and this one I have had to follow up with express global (Toll) several times (a week past the delivery date and 16 days since I foolishly ordered online) and it’s a laborious process with the result of Global Express telling me every… Read more
time “someone will get back to you in 24 to 48 hours”. I tried to follow up with IKEA to see if they could do anything but after going round and round answering the same questions over and over again with the bot I finally was put through to the live chat only to be told repeatedly that they were experiencing high volume and after an hour gave up. So in the future I hope that I won’t be tempted by delivering and will remember to save myself the frustration and the delivery costs and wait until I am next in the store (which is a 5 hour drive).
Like almost everyone I own Ikea furniture. Last year I replaced all my bookcases with Billy bookcases. I also have several Ikea armchairs and various other pieces. Although the quality is not first rate, it is acceptable for the price point. However, everything changed when I purchased a Pax / Hokksund wardrobe system before Christmas. I was… Read more
immediately disappointed when I opened the Pax box and discovered the back of the wardrobe is constructed from the same thin board as Billy bookcases. I have no issue with it on bookcases but considering wardrobes get daily use, I think it’s too flimsy. Also, the Billy bookcase boards attach with a clever system of pre-drilled holes and plastic tacks. The Pax boards have no pre-drilled holes and attach with nails. A small plastic guide is provided to position the nails but is basically useless.
I ordered the tallest Pax. There was not sufficient clearance between the top of the wardrobe and ceiling to assemble it on the floor and lift it into position but the manual does provide instructions for upright assembly. Good luck with that. I enlisted the help of a friend but while we were attempting to hold the top panel in place, the side panel went crashing down ripping all the screws out to leave gaping holes in the MDF.
To their credit, Ikea replaced the damaged Pax. When it arrived, I enlisted my brother to assist and we managed to assemble it without mishap … until attaching the back board. As I said previously, the nail guide is useless. Several nails pierced the MDF and again tore chunks out. Ikea again agreed to replace the damaged item.
As the replacement is not scheduled to arrive until next weekend, I opened the box with the sliding door system. My initial reaction – and every reaction since – was What The …? There is literally no correlation between the images of the parts in the beginning of the assembly manual and the parts in the box. There are three images and I counted eight different parts. I have never – and I mean never – seen an assembly manual that did not clearly identify the parts.
I realised there was no way I was capable of assembling the sliding doors. Thus began a long-winded negotiation with Ikea to pay to have it assembled. They were reluctant because I had already assembled one Pax wardrobe and apparently their assembly contractors generally only assemble from scratch. They finally agreed and I paid the assembly fee.
But, in the meantime, I decided to return the wardrobe. I purchased the wardrobe to replace a large chest of timber drawers because I wanted a lighter, more modern décor in my freshly decorated bedroom. The chest of drawers are 15+ years old and, other than a few scratches, as solid as the day they were purchased. On the other hand, two Pax wardrobes were damaged in the assembly process. Until the backing board is nailed on, the frame sways and seems as though it would blow over in a strong wind. I question how much stability a thin board provides. It's no wonder you are required to attach Ikea furniture to the wall. For these reasons, I decided it did not bode well for their longevity.
The disassembly process was as fraught as the assembly process. It is impossible to remove the back board without damaging both the board and, in my case, the bottom panel. I suspect the cost of the damaged wardrobe will be deducted from my refund but, honestly, I just wanted to be rid of an item of dubious quality which I had been grappling with for almost a month. In the end I was referring to the wardrobe as the white elephant.
I understand you are not going to get quality solid wood furniture for Ikea prices. However, the total cost for the wardrobe, internal fixtures and assembly is over $1,600 which is not cheap. Although Ikea did replace a damaged item twice, the fact they had to suggests the furniture is not made to last. Ikea - and many other flatpack furniture stores prioritise style above substance. Everything looks fantastic in the brochures and online but appearances aren't everything.
With regards to Ikea's Customer Service, as stated they did replace two wardrobes. But, like many other reviewers, there were difficulties and lengthy delays getting through to a representative. On one occasion I was logged into the online chat for over 1 hour 40 minutes before it booted me off without connecting to anyone. Most people do not contact a business unless there are issues so lengthy delays only fan the flames of ire and further damage the company's reputation. In this day and age, delays of 30, 60, 90 minutes are completely unacceptable. Ikea really should do better.
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I paid $109 to have my item delivered inside a certain window. I understand delivery times run over schedule however when I messaged to enquire whether it would be today or refunded if it was postponed they told me to quote. Ask the delivery driver when he arrives and ended the chat. The two people on the chat were incredibly dismissive and offered zero clarification or remedies to fix the situation.
Ikea shop itself is great. Good products for a decent price and great design. Yet, IKEA'S DELIVERY PARTNER, TEAM GLOBAL EXPRESS IS A NIGHTMARE. Absolutely pathetic. At 12 they sent me a sms that my shipment is coming today between 12 and 2pm. I was at the shipment address the entire time. Also I ticked the box for" yes leave parcel at safe place".… Read more
Then at 1pm get a second text "we were unable to deliver your shipment". After about 90 minutes in waiting lines and customer service chats no result. The driver stated he couldn't find the address... and no, they don't make a second attempt to deliver and no, they don't deliver it to the local post office either. They only deliver to a newsagency in a different town. Seriously ? This must be the worst delivery service in Australia. Avoid, avoid, avoid. Ikea, please get yourself a decent delivery partner and get rid of this unprofessional company.
Terrible delivery service - recommend avoiding unless you are prepared to waste multiple days waiting around for a delivery that never comes. IKEA uses ANC for delivery, who have proven to be incredibly unreliable. Our order was supposed to be delivered on Thursday - it never came. We were told it would then come on Friday - again, it never came.… Read more
ANC told us that our order would be delivered as a priority on Saturday (today) between 10am and 1pm. This again did not happen. We received no update from ANC and had to call their service number to find out what was going on. The customer service agent assured us that our order would be delivered today, however, it is now past 6pm and nothing has come and we have received no further update as to the status of our order. I understand that it is a busy time of year and it is completely understandable if items take longer to be delivered. However, it is unacceptable for a delivery organisation not to have accurate and up-to-date tracking information so that customers know when their goods will be delivered. I find it mind-blowing that Ikea has made the business decision to partner with a delivery service of such poor quality. We will never again order delivery from IKEA.
Ordered a couch and a BBQ- totaling over $3,000. Added delivery and assembly. Sat at home for 6 hours waiting. Delivery didn't show up. No communication. Called Ikea- 56 mins on hold. Ended up on the phone from 5.35pm until 7.18pm. And online from 5.36pm until 7.00pm. Told to hire a van or a truck and pick them up myself. Them hire Air Tasker to assemble. Wow. Just wow!
Ordered something about 10 days ago. In stock in two local stores. No information, that there might be a problem. Got organised for someone to put it together. Now saying on back order. Can only chat on line. Not worth getting delivery organised, shop in person or don't shop
⭐ 1-Star Review – Extremely Disappointed I’m extremely disappointed with IKEA’s service. I spent a lot of time searching for the exact product I needed, placed the order, and thought everything was sorted — only for IKEA to cancel it without giving any proper reason. After waiting nearly an hour to speak to an operator, all I was told was that… Read more
“the system cancelled the order.” No explanation, no solution, nothing. Just a waste of my time and effort.
This kind of service is unacceptable. If IKEA can’t fulfil orders or give customers a clear explanation, it really damages trust. Very poor experience.
Wardrobe - Not delivered. Rebook not delivered. Stayed home on two occasions all day. ANC delivery company - no contact. No attempt to redeliver. Customer agent didn’t call back. Spent 5 hours on various calls and two days home. Birthday surprise ruined. Cancelled and very unsatisfactory.
I searched every way possible to where I could leave a google review for Ikea, but my searches kept taking me to their website to where you contact them. So firstly there is no way to leave a review on Google and secondly im confused who is leaving more than 2 stars here. Must be made up reviews. So I ordered a few products online at the start of… Read more
the week. The email said delivery would be Friday 31st October, between 8am to 6pm.
I was home all day. I even spoke to someone who confirmed it was getting delivered at 6pm. They gave me a tracking link to see the status of your order and it showed it was coming from somewhere in Sydney. I thought you were located in Richmond. The tracking doesn't work, it just kept saying its in Sydney. I even went to the toll website with the tracking number and they are just as useless. No information about the location of my items, just details of the size and weight of the products. And no way to get in touch with them.
I tried to call and message ikea but there was a 90 minute wait. WTH. And no communication from them. No email saying they are delayed or provide an accurate update on my order and its location.
Customer service are useless they just tell you what you want to hear.
Well we'll see when and if my order arrives. Worst service from Ikea. Never shopping online again.
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