Alison Theaker from Kingsbridge, Devon, noticed rust marks developing on a sink installed in her utility room just 11 months after buying a new kitchen from the furniture retailer.
Despite being reassured by a five-year guarantee, Ms Theaker said her complaint led to a protracted dispute that took months to resolve.
Alison Theaker told What’s The Jam: “Earlier this year, I noticed that the sink in the utility had developed what looked like rust spots.
“I contacted IKEA, reassured by the five-year guarantee on their website.
“I received an email explaining that the damage was caused by wear and tear and clearly a case of excess moisture.”
The response from IKEA left her confused.
Ms Theaker said: “The customer support person just reread the email to me.
“I pointed out that excess moisture was pretty silly with a sink.
“I was then told I should have kept the sink dry.
“When I asked how this was possible, and why the kitchen sink, which has more regular use, had not developed the same issue, she cut me off.”
She said she received no further reply to multiple emails asking how to make a formal complaint.
It took nearly a year of chasing, including several calls and emails, before IKEA agreed to replace the sink.
A new sink was delivered on June 19 and installed on June 29.
Ms Theaker said: “So five emails, two phone calls to customer support, one to the generalist with another two emails.
“How much has that cost IKEA?”
An IKEA spokesperson said: “We take all customer concerns seriously and review each case on its individual circumstances.
“While our assessment did not identify evidence of a wider product issue, we wanted to ensure a positive outcome for the customer.
“Following a review, we agreed to provide a replacement sink as a gesture of goodwill, which has now been supplied and installed at no cost to them.
“We are pleased that this matter has been resolved.”
IKEA said its assessment did not identify evidence of a wider product issue.
However, the company said it wanted to “ensure a positive outcome” for Ms Theaker by replacing the item free of charge.
She said she remains baffled, and said her kitchen sink from the same company had not developed the same issue despite even more frequent use.
