IKEA — Attraction in Paramus

I am writing to express my deep disappointment with the handling of my recent experience at your Paramus,New Jersey store location. On December 30th, 2024, I visited your store to address an issue with the warranty for my two Twin mattresses, which have worn down and need to be exchanged. Unfortunately, this situation has highlighted several issues with IKEA’s policies and customer service that I find unacceptable.

To begin, I have been trying to resolve this matter since October, Had I known that IKEA would treat me in such a manner, I would never have purchased any merchandise from your company. I explained the urgency of my situation to your representatives, as I currently have no other mattresses or beds to sleep on. The response I received was that it may take two to three days for the mattresses to arrive at your warehouse before an exchange can take place, and I would have to wait for a follow-up call from your team. This response is completely unreasonable.

How can IKEA, a company that prides itself on customer satisfaction, expect customers to go days, even weeks, without a mattress? This is a fundamental issue, as sleep is a basic human need, and I cannot fathom how this policy is deemed acceptable. I am left without a bed for myself and my elderly mother we both dealing with health issues, and we have no choice but to sleep on uncomfortable wood base. This level of inconvenience is not something anyone should have to endure.

I also spent significant time and energy in the store discussing the matter, but unfortunately, there was no resolution. It seems that your customer service team lacks the ability to handle such situations effectively, I t's not their fault it's your fault because of your policy, so no concrete solution or alternatives were offered. I am incredibly frustrated that, after all this time, I was given no support, no real assistance, and no urgency in addressing my needs.

I firmly believe that IKEA’s policies regarding mattress exchanges and warranty claims need to be revisited, especially when dealing with essential products like mattresses. I feel that my time has been wasted, and I should be compensated for the inconvenience I have experienced. Furthermore, I expect IKEA to provide either a refund, store credit, or another solution to resolve this matter as soon as possible.

I was present when I saw another customer with similar situationlike mines and he brought his mattress in and still denied him for exchange of mattress , which only further raises concerns about how IKEA handles warranty claims. It feels as though IKEA collects money for warranties without actually honoring them in a timely or fair manner. This is deeply troubling, and I am left questioning IKEA’s commitment to its customers.

To summarize, I am extremely dissatisfied with IKEA’s response to this situation. I expect immediate action to rectify this, whether it be through an expedited mattress exchange, a full refund, or a store credit. If this issue is not resolved promptly, I will have no choice but to escalate this matter further.

I hope to hear from you soon with...

I went to Ikea Paramus, NJ branch after work. Drove 1.5 hours to get there on time. I was looking for Hermes Chest. In Paramus, you have to check with someone before going to the aisle. When I arrived, went straight to the aisle to check if item is available still since on the website there is only 1 left. Went there, there are 3 available. I told the employee responsible for that aisle, that if he can watch and save the item for me, while I get the cart. He said no problem. It will not go anywhere and to take my time. There is no cart in the lobby area so I went back out to the parking lot and looked for a cart. It took me about 10 mins to find one. I came back in. The personnel that was there is no longer there,. and another staff was there. She said his shift ended. I asked if he put a product on the side, she said, she doesn't know and just kept scrolling in her phone. The product is no longer there as well. As I arrived, I saw one costumer picking up the last one. It is very upsetting that first he said he will take care of it. If he told me he couldn't, then I wouldn't have left and find an alternative way to get a cart. Second, the person who replaced that previous employee, absolutely did not care as I was explaining to her what just happened. I asked for his name, she said she does not know and that employee was new. I asked for a manager, she said there is no manager in duty. She kept brushing me off and said she cant do anything about it. The costumer that hear me very upset even tried to help me and even advised that personnel to double check the stock to make sure there is really nothing left. But she just kept telling us, she will not do that and she cant do anything about it. Even the costumer was apologizing to me. I went to the costumer service to file a complain. I don't know if that was the manager, but the approach to me is basically, "well we don't have it. We cant do anything." I just got off from a 12 hours shift to get there. It may sound petty because it's just a furniture but this experience is way beyond that. There is absolutely no compassion for costumer service. No resolution or even just an attempt to apologize and solve the issue was even made. Or even acknowledge that i was very disappointed. Absolutely disappointing. I work in the healthcare field and the thought of me brushing of a patient off the way this issue was handled is making me nauseous. I was exhausted, but still took the time to get there. Asked nicely so I can get a cart to carry, and just a simple ask that meant so much to me was really brushed off and ignored. It was the worse experience I ever experience in a retail store. I've been shopping in ikea for years but this experience really made me despise this brand.

Image below will show that I check in, and went back as soon as I can to get the cart that was not easily available...

I have not been been to this store lately ,but when I went there I noticed that they lacked to have staff around to help us purchasing items. Here is my experience with online purchase with IKEA--- Ikea needs to hire live operators that pick up the phones as soon as we call ikea.....At Ikeas website they have to write the 800 customer service at every page at the top of the page at your website in FONT size 20 AND DARK BOLD BLACK WRITTEN NUMBERS AND LETTERS AND IN A YELLOW HIGHLIGHTED AREA...QUALITY CHECK TEAM IS NEEDED TO TRIPLE CHECK THE PRODUCTS BEFORE THEY REACH OUR HANDS AND ALSO WE NEED PEOPLE DIRECTLY FROM IKEA TO COME AT OUR HOMES AND INSTALL THE IKEA'S ITEMS LIKE FURNITURE ECT ECT AND PLACE THEM WHEREVER WE WANT THEM TO BE..I HAD A BAD EXPERIENCE WITH IKEA ITEMS..I had placed an order on September 1st 2021 order # 393..89..7047..the "cotton towels" Vagsjon--made me have allergies and plugged my eyes with pus..even though I washed them Before using and I keep washing them and still they cause allergies,also they are not soft cotton ,but very rough for the skin..TJABBA THE MAGAZINE FILE HAD A BAD ODOR AND WHERE CHEAPLY MADE THEY ENDED UP IN GARBAGE I NEVER USED THEM ,BECAUSE THEY WERE NO WAY TO BE USED..THE SPRUTING HANGERS THAT IKEA sells at the adult section is for kids,because their size is for 10 year old kids and not for adults.The NJOIG organizers must be transparent and with lids just like every other organizer..The Songesand-- 3 drawer chest --in brown color ARTICLE NO 303..667.62 CAME LIKE A PIECE OF JUNK MISSING SCREWS AND EVEN THOUGH THE INSTALLATION WAS A PUZZLE WE DID OUR BEST TO GET IT TOGETHER AND THE DRAWERS CAN HARDLY OPEN AMD CLOSE AND THEY ARE NOT ALINED PROPERLY..WHAT A SHAME .!!The other piece of furniture IDANAS DROP LEAF TABLE ARTICLE NO 604..876..49..this was also missing parts and nop the drop leaf part which is dangerous to have did not open and fold.Someone can cut off fingers on it,so for the safety of all this should be discontinued as a product from IKEA AND ALL OVER..THE TASK RABBIT THAT IKEA IS CONNECTED TO IN ORDER TO GET YPUR FURNITURE INSTALLED CHARGES MORE THAN THE $$$THAT THE FURNITURE COSTS SO IT IS RIDICULOUS TO DRAL WITH THEM..AND ALSO IT IS PAINFUL TO DEAL WITH THEM TOO SINCE THEY ONLY COMMUNICATE VIA A CHAT BOX THAT WE HAVW TO GO THROUGH HELL TO INSTALL AND THEN THEIR PEOPLE THAT ARE SUPPOSED TO INSTALL THE FURNITURE FROM IKEA CANCEL THE LAST MOMENT VIA A MESSAGE AT THE CHAT BOX AND THEY DO NOT CARE THAT WE HAVE BEEN WAITING FOR THEM TO COMW AT OUR HOMES ALL DAY...IT IS A SHAME WHAT IS GOING IN AND I DO NOT EVER RECOMMEND IKEA TO ANYONE..Please find a store that sells stuff to you and installs their safe furniture to you and gives you a good warranty warranty for five years with a reasonable price..ikea is NOT any where near those ...