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What can I do if my appliance isn’t working as it should?

If you’ve noticed a quality issue with your household appliance or it’s not working as it should, you can reach out to IKEA Customer Service either online or in-store.

Product quality and safety is a top priority for IKEA, and all products are carefully tested before they are sold. We are confident in the quality of our products; thus, IKEA appliances have 2-5 years of warranty*. To confirm if the product is still within warranty, you can log into your IKEA Family account and navigate to ‘Purchase history’ if you used your IKEA Family membership at time of purchase.
Depending on the appliance and the issue, we recommend starting with the IKEA product support pages. There, you’ll find troubleshooting guides and videos that explain how to handle common error codes and issues, which may help you resolve the problem on your own. 
If you’ve checked everything and your appliance is still not working properly, the next steps depend on who manufactured the appliance. You can find the manufacturer name, model, and serial number on the rating plate, usually located inside the appliance. 
 

If your appliance was manufactured by IKEA or by an external vendor

If the appliance is purchased in IKEA, please get in touch with IKEA Customer Service. You can proceed either in-store or online depending on what is most convenient for you:  
  • File a claim online. You can raise a claim online from your purchase history, or you can connect with a co-worker online by either typing “I want to talk to a human” in the chat or by calling 18004194532. Please have your order number/receipt ready when reaching out. 
     
    We can arrange a home visit by our appliance expert to determine whether the product can be repaired or needs replacement, once we receive confirmation from the technician, if a replacement is required and the item is available for delivery, our co-worker can schedule a home delivery.
  • Go to an IKEA store. You can also bring the appliance (if possible), along with your order number/receipt to your nearest IKEA store (this does not include Plan & Order Points). Once you’re in the store, proceed directly to one of the Customer Service desks, usually located near the entrance/exit. If there is a safety risk for you to transport the product to the store, leave it at home.

    A store co-worker will either be able to help you replace the appliance and give it to you to take home, providing there is available stock. You can check before going to the store that the product is in stock either on the product page on IKEA website or by requesting stock check through the chatbot. If the item is not in stock, or you cannot take it home yourself, a co-worker will be able to arrange a home delivery with a replacement product when the item is available for delivery.
  • Get a refund. Alternatively, if you decide to receive a refund for the item, a co-worker can process this for you, too. You will receive the refund to the original payment method used to purchase the product. Keep in mind that if you purchased the items by paying cash in-store, then you’ll receive the refund in IKEA Refund card/Cash at store.
    For in-store cash purchases where you are requesting an online refund, please provide a cancelled cheque with the name matching on the invoice.

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