Ikea Customer Charged $69 Delivery Fee for Stickers Only

A customer of Ikea faced a surprising situation when he was charged a $69 delivery fee for a set of stickers after his order for dining chairs was unexpectedly cancelled. Rana Ghosh, who placed the order online shortly after Ikea’s launch in Aotearoa, expressed frustration over the experience, which highlights ongoing logistical challenges for the retailer since its entry into the New Zealand market.

Ghosh ordered four dining chairs through Ikea’s app on December 2, 2023. He confirmed the chairs were in stock before making the purchase. In an effort to protect his floors, he added a set of stickers for $1.25 to the order, which was accompanied by a significant delivery fee. “I double-checked that it was in stock before placing the order,” Ghosh said.

On Christmas Eve, Ghosh received a package containing only the stickers, which were shipped in a large box. To his dismay, he found that Ikea had unilaterally processed a refund for the chairs but retained the $69 shipping charge. Ghosh shared his experience with Mainfreight, whose representative reacted with disbelief at the situation.

“I think you can guess where it is going with the shipping charges,” Ghosh remarked, referring to the lack of chairs in his order. He also received an email from Ikea with the subject line: “Have fun with your order from Ikea,” which he described as more mocking than festive.

The incident is not an isolated case. Another customer reported receiving only the legs of a desk, despite being charged $79 for delivery. Since opening its first New Zealand store in early December, Ikea has faced multiple complaints regarding order fulfilment and customer service issues.

In response to the growing concerns, Ikea announced it would temporarily close its customer support centre to focus on resolving outstanding issues. Ghosh criticized the company for its apparent lack of investment in training staff and adapting to the local market.

In an official statement, Ikea acknowledged the challenges faced during its initial operations in New Zealand. “While we don’t comment on individual cases, instances like this are not aligned with our high expectations for customer service at Ikea,” the company stated. They emphasized their commitment to improving processes to ensure a reliable shopping experience for customers.

As Ikea works to address these issues, customers like Ghosh hope for a more streamlined experience in the future. His experience serves as a reminder of the complexities involved in launching a major retail operation in a new market.