IKEA Burlington — Local services in Burlington

Over the past few months I have gone through the process of designing my new kitchen with Ikea. The design process was easy and user friendly!

Today is the big day that the cabinets arrived at my house. When the truck arrived, the delivery driver opened up the back of the cube van and there were boxes scattered all over the back of the truck. The driver informed me that it was the last load of the day, so there was nothing holding the items in place anymore so they had fallen all over the place while driving. He told me not to worry, they were IKEA boxes so nothing would be damaged….

While the delivery team unloaded the boxes, I noted two damaged boxes with damaged parts inside. One piece was an upper cabinet that had a panel completely snapped in half. The other was a piece that had the paint chipped off.

The driver informed me I needed to call IKEA and report these damaged items in order to get replacements for install. I proceeded to do this.

My call was taken after waiting in cue for approximately 20 minutes. The IKEA representative informed me that I would need to return the damaged boxes before a replacement would be sent. She told me in some situations they send out replacement items without returns however the damage I was reporting wasn’t significant enough for this. Considering my cabinet panel was completely snapped in half, I’m not sure what type of damage would trigger this response…

The rep told me that the earliest they could process everything was October 21st, which would delay my kitchen install by approximately 3 weeks!

The other option I was given was to drive to Burlington from Cambridge (1.5 hr +/-) to return the damaged items and pick up the new ones. I advised her that this would cost me about 4 hours of my time (not including time spent on this call) and fuel to commute there and back. In this case, I thought it was fair that I was reimbursed for the efforts.

The rep offered me a delivery refund ($60) and a gift card for $80. I did not think this was sufficient enough considering my costs were around $300. My cost assessment can be broken down as follows:

My time: $50/hr*4hrs=$200 Fuel costs: $100 per trip too and from store

Believe me, I don’t have time for this with the weekend warrior renovation I have going on but am willing to find it to avoid delay.

The rep told me she would not be able to compensate me this much. Fine, I get it, this is not a small amount of money and may be above her signing authority. I asked if I could speak to her supervisor regarding the issue after it became apparent things weren’t going anywhere further.

Initially she dismissed this request, saying I needed to give her a reason to go to her manager. I explained I was not satisfied with the options I’d been presented and needed to escalate this issue.

After debating she eventually caved and put me on hold to go talk to her manager… When she got back to me, I was told that her manager required I open all boxes and inspect all items in the delivery to advise if there was any other damage. For perspective, there are 70+ boxes in this delivery with multiple pieces within each box. I was told that if this was not done then the original options would still stand but if I did I might be able to get more compensation??? I didn’t understand this…

Considering the cabinet installer still needed to come assemble and install these cabinets, and the high likelihood that this would result in missing pieces, I declined her strong arm request to make me do this.

At this point I asked to speak to her manager directly and was told her manager would not talk to me. This was when I gave up.

I declined the offers and informed the rep I would proceed with dealing with the issue with someone else. She thanked me for calling and asked me to complete the customer experience review to discuss how our call went.

This felt like a slap in the face…

Running out of characters in this but, after attempt #2 and another hour on the phone I finally was able to speak to a manager who set up my replacement for...

What a freaking terrible experience. I purchased 2 items pax/komplement (750) and Bodbyn (791.99) both items had a slight sale on when I went in so I spent in total around 1400 and change i had it delivered as I live out of region and honestly just makes things easier.....or so I thought this was May 8 2025.

Fast forward it's now June 1st....I dont have my items......

The initial delivery date was supposed to be for May 22 2025..I literally waited at home all day, no phone call....no delivery however I did at around 7pm receive an email telling me that "my delivery was unsuccessful" I called the customer service line. I spoke with someone who basically told me how this entire thing was my fault and I should have answered their phone call at 8am...and if people don't answer their phone call at 8am they won't deliver. I told this customer service rep that I was never informed of this policy, I was home all day fro.8am till 9pm cause they of course don't give you a window. I explained how I really needed these items because it would finish off a project for my recently disabled MIL and would allow her life to be easier and know where items were....I was told the best they could do was a delivery for June 1st. I conceded and agreed too this.

It's now June 1st, I. Again at home awaiting the arrival of my items. I've unlocked my blocked and unknown callers (night before) ive recieved 0 phone calls...and my back up number hasn't recieved any ....so I check the online ikea track my delivery option and I speak with another representative....as online my order shows "completed"

So I reach out to CS to be told oh no its on the truck...I explained my cause for concern and that I really need these items she assures me it's on its way...no problem I continue to wait.

It's now 430pm EST my items arrive....EVERY SINGLE ONE with damage. Im not talking oh the box is slightly ripped...or open...water damaged....like box open and has been sitting outside collecting water for days...swollen....and just completely unusable not even salvagable.

So I refuse the delivery ....obviously, I call in immediately and im basically told...well you have denied the order so there's nothing we can do for you...we will redeliver in 7 days. I say no, that's unacceptable it's been 26 days already...hes like...well we will waive the delivery fee...im like...omg a whole 25 $ ?! Wow.... still 7 days is unacceptable...literally back and forth...with 0 attempt to retain my business i asked for head office number to find a resolution and was denied this information basically being told that this person is the end of the line....I then stated that this is against the consumer protection act...second 5a and that as a customer I have actual rights....I was then placed on hold for over an hour and then hung up on...

I've now gone on to the bot chat thing.. and spoken to someone else...who "sincerely apologizes for my resent inconvenience".....AND AGAIN tried to state that 7 days is the best they could do....ive canceled my order..

Im ordering pretty much the EXSACT same items from Wayfair....for less....

This was despicable customer service. And just a horrible all...

Update: DO NOT BUY A KITCHEN HERE

I will not waste my time reaching out via social media as I have spent hours upon hours, taken a day off work and paying other peoplefor their time who came to install this kitchen. If this kitchen ever gets picked up I will go after a credit for the shitty measuring service we paid for and some time of compensation for this major inconvenience of having no kitchen for 4-6 weeks while we bring another company is to start from scratch.

Nov 1: Delivery guys would not pick up the kitchen as we had four cabinets assembled which I told Sylvie and she said that was ok. So after a tiher 45 minute call to IKEA we were told we have to disassemble the cabinets and had to rebook the pickup up.

Thursday Jun 19, 1pm Ikea representative came to measure the kitchen as part of the $49 paid service Talked to a designer online and built the kitchen based on the measurements provided by the ikea representative

Oct 12: Ordered the Kitchen

Oct 20: Kitchen delivered

Sunday Oct 26 Went to measure out the cabinet layout once we had ripped out the old kitchen out and found out the wall with the window was measured 7" longer than it actually is by the Ikea measuring service that we paid for.

Monday Oct 27: 9:28am Called Ikea to follow up on our case we opened Talked to Sarah who transferred to after sales Talked to Corina who transferred to the kitch department Talked to Maria from resolution department (Sr.Resolution department) Talked to Maria for 45 minutes who then set up an appointment with Mohammed a designer for 2:45pm Oct 27 to redesign with new measurements 2:45pm Mohammad called us and is now telling us that he needs to transfer us back to the kitchen resolution department for assistance as he cannot assist us. Transferred us into a queue with no hand off 27minutes later we get Malik from resolution/general after sales told us we need to talk to the kitchen department put us on hold for 1.5hrs and then hung up

4:51pm Called Ikea back - Sylvie Now in resolution/customer service. Cancelled the order, requested a credit and now we are out the money we paid for the measurements, the time of our people who came to install an couldn't and the 4 hours in total we spent with Ikea trying to resolve an issue who's rrot cause was their measurement...