Business Profile

Furniture Stores

IKEA US, LLC

This business is NOT BBB Accredited.

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Important information

Customer Complaint:
Please be advised that due to the high volume of complaints received for this business, BBB publishes 1 out of every 10 complaints handled through our conciliation process.

Complaints

This profile includes complaints for IKEA US, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

975 total complaints in the last 3 years.
336 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:06/01/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered a bed on 5/1/25 and received it on 5/5/25. I put it together on 5/2 and it broke within hours. I reached out on 5/7 for a refund and requested a free pickup of the bed. Im still waiting on a refund. Ive been told twice that the store hasnt reviewed the parts yet. They sent me a 10 dollar gift code but wheres the rest of my money?In that order is a bed frame, wood slats, and a wooden spoon. I kept the spoon, and returned the bed and slats during the pickup on 5/10. Refund is ****** minus the spoon And I believe I was overcharged because the frame/slats combo should have been $99. I am certain that I was charged another $59 for a set of slats.
Business Response
Date: 06/16/2025
The customer has been refunded for the bed frame and slats however the customer is not taking the shipping charge into account when adding up the total refund due. The customer was not refunded for shipping making the customers refund $99 plus taxes which was completed on 06/06/2025 (screenshot). We will refund the customers shipping charges as a goodwill gesture. Please allow 7-10 days for this to be completed.
Customer Answer
Date: 06/17/2025
The ONLY reason I got my refund is that I called again on Friday 6/6 and talked to someone who helped me out. I was finally refunded the next day. If I didnt talk to her, I dont think Id have anything. She explained to me that the people who picked up my bed frame never returned one of the items to the store. Since the store didnt have all my items the refund was still under review. I wish there had been more clarity around that. Also what happens to the people who didnt take my items back to the store? What did they do with the bed frame? Will they be held accountable? I almost got screwed out of $100.
Customer Answer
Date: 06/25/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

****** *******
Initial Complaint
Date:05/31/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Date of Transaction: May 13, 2025 Amount Paid: $3,248.09 What the business committed to provide:**** committed to deliver all ordered furniture as one consolidated shipment on May 31, 2025. On that morning, I received two confirmation texts from RXO (***** logistics partner), confirming delivery between 10:00 a.m. and 2:00 p.m.Nature of the dispute:Despite the confirmation, no items were delivered on May 31. Later that day, **** rescheduled the deliveries without explanation or consent, spreading them across various dates: some on June 4, others on June 11, and some without any schedule.We had just moved and relied on this delivery for all essential furniture. As of now, we have no usable furniture at all, and this delay has severely disrupted our moving plans. **** has already charged the full amount including delivery ******* make matters worse, ****** was our childs third birthday, and we had nothing to use for a celebration no table, no chairs, no basic setup. It is unacceptable that a confirmed delivery was missed with no resolution offered.Attempts to resolve the issue:Customer service offered no alternatives other than waiting for separate deliveries over several weeks. This is not a solution it feels misleading and exploitative.Desired resolution:We request:Immediate, consolidated delivery of all items, as originally promised.Compensation or store credit for the major delay and inconvenience.
Business Response
Date: 06/13/2025
Regrettably a portion of the order was/is delayed due to a fire we had at the distribution center in ****** that is servicing this order. This is causing multiple orders and customers to experience delays with their orders. As we continue to work through the fire damage and reopening of the facility, we will be actively rescheduling these orders. Please accept our apologies for this unforeseen circumstance. Once your order is delivered in full, please reach out to ******************* with your BBB complaint ID and we can then discuss an appropriate accommodation. Alternatively if you are no longer willing to wait, please contact customer service and cancel the remainder of your order for a refund.
Customer Answer
Date: 06/17/2025
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: 23402295

I am rejecting this response because:
Over the past three weeks, I have experienced repeated and inefficient communication with ****. While I fully understand that the unexpected warehouse fire may have caused delays, ***** handling of the situation has been inconsistent and unreliable. Different customer service agents offer conflicting information, and rather than providing written assurances via email, they continue to ask me to call themonly to make promises they ultimately do not honor.

First, my delivery, originally promised for May 31 and later June 4 or June 11, has now been postponed to June 21. Even this latest date seems uncertain. Second, although **** accepted my order, they later changed it due to stock issues and failed to issue any compensation for the missing items. In their response to the BBB, **** mentioned that they would discuss compensation later, but based on my experience so far, I have no confidence in that promise.

We have spoken with at least five different agents, each time waiting over an hoursometimes up to 90 minutesto be connected. Every time we speak with a new agent, the compensation terms and delivery dates change. Despite having a reference number, each new agent seems unaware of the commitments made by their colleagues. Initially, an agent promised immediate compensation, no delivery fee, and a discount coupon due to the delay. However, a recent agent denied any record of such a promise and claimed that issuing discount coupons violates company policy. Instead, they offered a gift card but could not confirm the amount.

Delivery dates have been pushed back repeatedlyfrom June 4 to June 11, then to June 14, and now to June 21. This is far beyond what can reasonably be attributed to a warehouse fire and points to a systemic failure in ****'s customer service and order management.

I am submitting this message to formally reject ***** response and request that the BBB continue to investigate this matter. ****'s handling of the situation has been unprofessional, disorganized, and deeply frustrating. I ask for meaningful and transparent resolution through the BBB process.

Regards,

Tianfang Li

Business Response
Date: 06/30/2025
Regrettably the delivery date will continue to change as the orders are booked against inbound shipments. Our ordering system doesn't have a concrete date that your order will be available so the dates are being sent down the line. Since we have provided you with this as an official notice, you would need to decide if you are willing to wait. We are advising you that the order can continue to be delayed and we can't offer you an actual final date at this time. Our best advice is to track the order on our tracking page and once your order actually ships you will receive an email alerting you. If you don't receive this email then the delivery is not coming. As mentioned once your order is delivered we will assess an accommodation however going forward we are operating with the understanding the orrder can continue to be delayed. Please advise if you prefer to continue to wait.
Initial Complaint
Date:05/30/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a bookshelf on February 5, 2025 and I choose delivery and the assembly option. A few days before my assembly **** canceled my assembly and just sent an email saying they would contact me for a refund on the assembly fee. We'll its almost 4 months later and I have no refund. A chat *** gave me the run around and tried to tell me first my order didnt exist. Then tried to say I never choose assembly. After showing emails with proof of purchase and of assembly and even the email where it showed **** canceled my assembly they finally said okay it does exist. Then she told me I would be refund it 7-14 days and then backtracked to saying I had a refund on 3/7. I looked through my credit card and I have no refund, just the original charge with assembly. I now want the assembly fee back and the delivery fee because I have been inconvenienced. Also had I known I would not get assembly then I would not have opted for delivery. Instead of making this right **** is trying to blame my bank and has taken no ownership.
Business Response
Date: 06/16/2025
Customers assembly charges have since been refunded. Please accept our apologies for the delay. We aren't able to refund the delivery charges as that was a completed service however I can issue you a $75 **** gift card as a goodwill gesture. Please advise if this is acceptable. Once we have received your acceptance as resolution, we will submit the gift card accommodation. The gift cards are emailed within a 7-10 day window once entered. Please advise if this is an acceptable resolution.
Customer Answer
Date: 06/17/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

****** *******
Initial Complaint
Date:05/30/2025
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased three cabinets from ***** website on April 1, 2025, for home delivery. They were delivered on April 8, 2025, but unfortunately, two of the three cabinets were damaged when I opened the boxes. I promptly contacted ****, and they informed me that they would send replacements and pick up the damaged cabinets. After waiting another ten days, the replacement cabinets arrived. However, this time, one of the two cabinets arrived broken. Consequently, I reached out to their online support team once more regarding the issue with the broken cabinet. This time, they informed me that the replacement cabinet would not be delivered until May 20, 2025, which was a significant delay. I patiently waited for the replacement cabinet to arrive, but two days before my delivery date, I received a message informing me that it had been delayed further. I contacted **** again about the delay, and they assured me that it would only be a few more days. However, after waiting another week, I received another update stating that the cabinet would still not be delivered until over 48 hours later. After contacting **** for the final time, I was informed that I would have to wait until July 3, 2025, for something that their website currently lists as being in stock at their stores and available for delivery. Considering that my closet store is over 2.5 hours away, which is precisely why I had ordered the cabinets from their website, I am deeply disappointed with the entire experience.
Business Response
Date: 06/13/2025
Given your location the only way we can service products to you is from our distribution center and this item is currently out of stock there. The orders that have been booked were created against inbound shipments unfortunately that we didn't receive. This is why the orders have been delayed. We also aren't able to pull this item from a store for delivery as store delivery is local only (within ***** miles). The only options we can currently offer is a refund, or ask you to continue to wait for the item once its in stock for shipment. Once you receive the item however, I would be happy to issue an accommodation as a goodwill gesture. Please reach out to me at ******************* with your BBB complaint ID once you have received the item and we will accommodate you for the mistakes. Please accept my apologies for any inconvenience and thank you for your patience throughout the process.
Customer Answer
Date: 06/18/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

Looks like I have no choice but to accept this response as I need the product to complete my order. Without this item the other products I ordered at the same time would be useless. I will note that **** will most likely not receive any future business from me since they aren't able to provide what their own website says is a best seller item in a timely manner.

Regards,

***** ****
Initial Complaint
Date:05/27/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We paid money for a product we did not receive. The components in the kit from their warehouse were not correct and they have not been clear on their plan to send us the correct parts, nor have they offered us a refund.
Business Response
Date: 06/09/2025
We need more details to assist the customer. What item are we referring to? Did you have this item delivered? Do you have the order details you can provide us with? If you didn't have delivery, do you have a receipt you can upload? Please reply with as much detail as possible.
Business Response
Date: 06/09/2025
This complaint came through as a review first and has since been resolved.
Initial Complaint
Date:05/26/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a RUDSTA black glass cabinet May ******* at 14:41:03 $99.99 plus tax in addition added the STRIMSAV black LED spotlight, which was out of stock at the time for $12.99 plus tax. I drove 45 minutes each way to the **** store located in ******,**. When I arrived back home excited about my new purchase as I began to assemble the cabinet I was very disappointed to find welding bubbles in the convex holding corners where the holes should align to s**** in the bolts. I could not secure the holding bars in place to lay the glasses on to top. This item was defective and a inconvenience of my time. Now I have to drive a long way back to replace the defective product or get a refund. I like the products so much but I can't trust that the replacement will not be defective since it's in a closed box. I want to be made whole and be compensated with a non defective cabinet and traveling expenses. Also want to be ensured that I recieve LED spotlight that I paid for in advance
Business Response
Date: 06/12/2025
Please accept our apologies. If there is a quality issue with your item, we can replace it with a new one. You can discuss a gas accommodation with the store location when onsite making your exchange.
Customer Answer
Date: 06/14/2025
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: 23379710

I am rejecting this response because: I had to drive out to **** again to return the product and get instructions on the assembly process. The customer service agent never mentioned compensating me for traveling.

Regards,

***** *******

Business Response
Date: 06/25/2025
You would need to have requested this while in store. **** can send you a $35 **** gift card as a goodwill gesture. Please advise if you accept and we will follow up with an email to you explaining the next steps. Please also let us know if all issues have been resolved.
Customer Answer
Date: 06/30/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

***** *******
Initial Complaint
Date:05/23/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On May 6th, 2025, my daughter and I drove from ********, ** to the ***********, ** lKEA location (store 212) in order to pick out a bedroom set for her first apartment. At approximately 5pm, we were picking our own order from the shelves. Earlier we had been through the bedroom displays and had picked out an entire bedroom set and carefully written down all of the Article Numbers, color choice, and Aisle and Bin locations. Everything was to be dark *****. After picking the entire order ourselves (100% accurately), we came to the Aisle and Bin location of our final item. **** queen bed frame, dark *****. There were 6 boxes on top of the pile with a light oak circle sticker facing the aisle. The box that we needed was the seventh box down. After having picked all the other items ourselves, we didn't have the strength to move 6 heavy boxes to get to the dark ***** frame that we needed. We flagged down an employee and explained it to her. She said that the color indicator on the box doesn't matter and that the article number was correct and that the frame inside was dark *****. We were skeptical, but trusted her. She pulled the top box with the wrong color sticker onto our cart. We checked out ($1,532.27), loaded our vehicle, and drove all the way home. Upon discovering that WE were right all along and the color the **** employee picked was light oak, I began trying to explain this on 2 different occasions to 2 different customer service **** over the phone. Their solution? Drive back to *********** and exchange it. I told them THAT is not acceptable. It is a 3-hr drive and their truck will have to deliver the correct item. They disagreed. Plus, there is no way to call the store directly to explain the issue. Their employee either didn't know what she was talking about, or just didn't want to help us/wanted to get rid of us.
Customer Answer
Date: 05/27/2025
I am one step closer to having resolution to my complaint. Another customer service agent told me today, via chat, that the correct item will be shipped to me with no delivery charge. I am withholding final sign off until I receive the correct item in the correct color.
Customer Answer
Date: 06/05/2025
06/05/2025: I have still not been contacted by **** about when I can expect delivery of the correct item. The wait for a chat bot or phone contact is 40 minutes. Neither the phone **** or the chat bot can tell me anything, other that to just wait. In the meantime, my daughter is sleeping on a mattress on the floor. They got my money....all I want is the correct bed delivered to my house. Nobody will give me a phone number for the Minnesota store.

Business Response
Date: 06/18/2025
Per case notes this looks to be resolved with the store. Please advise any outstanding issues and if you are in need of addtiional assistance.
Initial Complaint
Date:05/22/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a console table from ****, and I was disappointed with the quality of the paint job. I expressed my displeasure to ****, who asked to send pictures to the company. I sent the pictures to **** three times, but the company claimed to have never received them. After a fourth attempt, I was able to send the pictures via chat to ****. The representative initially offered me a 30% discount on the product, and I was accepted it. However, the next day, I received an email indicating that **** would not respect the previously offered refund, claiming the poor paint job was standard.
Business Response
Date: 06/05/2025
This item is not eligible for a discount based on the customers complaint. If you have an opportunity to read more about this item, it isn't painted it's stained and made of solid wood. This allows the woodgrain to show and is the intended look of the product. I've attached a screenshot from the website. Also our eyes can react differently to the product on a screen then it does in real life. If you aren't happy with the item, it's returnable in accordance with the **** return policy. Please see the link included: ***********************************************************
Customer Answer
Date: 06/12/2025
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: 23367512

I am rejecting this response because:

Ikea had pledged to offer a partial refund for the item, and then backtracked on this promise. **** should not have offered the initial partial refund in the first place if they were unwilling to honor this offer. Their decision to reverse this suggests **** as a business is unwilling to respect its promises to customers, a suspicious business practice in the eyes of a customer.
Regards,

**** *******
Initial Complaint
Date:05/21/2025
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed an order with **** and paid $79 for express shipping to receive the items on Monday, May 19, 2025, between 8:00 a.m. and 12:00 p.m. That delivery never arrived, and as of 7:00 p.m. on May 21, I have still not received my items.I contacted **** customer support multiple times via chat and phone and was told conflicting information by different agents. One claimed that the order was delayed due to an out-of-stock item (which I had already been informed would be shipped separately). Another told me the items were out for delivery. A third told me the delivery could not take place because every item I ordered was out of stock. That same agent later changed their story and said that the delivery was delayed because one item had been damaged in transit. None of the agents were able to provide accurate updates or contact the delivery driver.I also contacted ***** delivery partner, ***, who said they could not locate my shipment, even though ***** tracking link showed the order as "out for delivery" both Monday and Tuesday.I stayed home for three full days waiting for this delivery, completely disrupting my schedule. I have now spoken with at least four different customer service agents and received zero clarity or ************** chat agent told me I would be refunded the entire $79 shipping fee, while a phone agent said only half could be refunded. I do have a case number connected to the refund, but no confirmation of the actual amount being refunded.I am requesting:1. Confirmation of the current location and status of my shipment.2. A guaranteed and accurate delivery window, with at least 30 minutes notice prior to arrival.3. Confirmation of the refund amount, and clarification on whether the full $79 will be returned.4. An explanation of how **** will prevent this kind of breakdown in communication and fulfillment in the future.This experience has been extremely frustrating and unprofessional.
Business Response
Date: 06/03/2025
We are showing the customers order as delivered and a full refund of their shipping charges has been processed as well. Please let us know if you are in need of additional assistance.
Customer Answer
Date: 06/04/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

********* *********
Initial Complaint
Date:05/20/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought a wardrobe back in 2018 from **** and it have a 10 year warrant. on April 8th 2025,i found one of the drawer in the wardrobe was cracked. I contacted **** through online chat and filed a claim, claim number is ********. I uploaded proof of crack, they promised to respond within 72 hours. however, they didn't respond to my claim, so I contact them once more April 22nd 2025, they apologize and promised me will provide a solution within 24 hours. once again they did not. as of today. May 20th 2025, I haven't got any reply from ****, they don't even reply me from online chat. I am hoping that BBB can help me with this matter as **** is violating my right as a consumer and not providing the warranty as they promised
Business Response
Date: 05/28/2025
Customer intiated a case with us and we contacted the customer via email on multiple occassions however we never received a response so the case was closed. I've created a replacement order (*********) with an estimated delivery date of 06/06/2025. Once the order ships you will receive an email with a tracking number/
Order Number: *********
Case Number: 79511995
IKEA Track an Order: ***************************************************************
Customer Answer
Date: 05/30/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

Zhanpeng Yu

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IKEA US, LLC is NOT a BBB Accredited Business.