Any experiences of IKEA customer services, especially relating to guarantees?

[Donatella]

I bought an IKEA mattress last year and so far it has been great. But I have just noticed a large tear in the foam that covers the springs 😢 I've checked the website and they have a 25 year guarantee but it only covers defects in manufacturing and workmanship, not wear and tear, and it's at their sole discretion as to which they class it as, so I am not hopeful! Can anyone reassure me that they have amazing customer service and will surely replace it?? I'll email them tomorrow (can't email them out of hours bizarrely) but just curious to hear others' experiences.

I have only had to return a shelf for a missing part, they gave me a brand new set of shelves instead of replacing the one small missing part, good enough for me

They were awful! Delivered the wrong item not once but twice due to a labelling error. Unsatisfactory response from the online help. Have you found an email address as I couldn’t. Spent hours listening to the worst tinny ABBA hits when on hold but still got nowhere. Ended up back at the store in a long queue at customer services where they wouldn’t refund me (the item was unopened) as I’d paid by PayPal so had to have vouchers. Hours of time wasted. Good luck!

I’ve always had good experiences with IKEA, I lost some screws from my bed when I moved (I’d had the bed about 5 years at that point). They ordered me them and posted them to me free of charge.