IKEA - Broken item and unable to contact customer services

SlackAunt

I purchased a fairly cheap storage unit online from IKEA but it arrived broken. I tried to report it as such on the website, but it just comes up with an error and asks me to contact them.
So I tried the chatbot multiple times, but nobody ever answers it.
I tried the phone number, but after over an hour on hold I had to give up, which is a common theme if twitter is anything to go by.
I then tried twitter itself. I did eventually get a response asking me for my order number etc. but I've heard nothing further, and they didn't even ask what the problem was.

Given that IKEA seem to be completely uncontactable, and it's too far for me to travel to go into a store, what do I do now?

Am I within my rights to request the money back through my credit card company?

born_again

https://www.ikea.com/gb/en/customer-service/returns-claims/return-policy/

Parcel returns

If the article(s) you are returning were purchased online and have a total weight of less than 10kg and can fit in a parcel of 60x50x50cm or less, it should be returned for free using CollectPlus.

You can return at your convenience to over 7,000 locations. Please be advised that your refund will be processed once the article(s) have been received by IKEA.

The CollectPlus service is only available for purchases made online. 

SlackAunt

born_again said:

Parcel returns

If the article(s) ... 

Ah yes, I should've said, my preference is for them to just send me a replacement for the one part that's broken, rather than having to return it, refund and reorder.
But if they don't respond, I guess I'll have to return it. Not that I would now have much confidence that I would get my money back, and I now know there is no way of contacting them, so I'd be a bit weary of doing so.

user1977

Have you emailed them?

"In the event you have a complaint regarding a product or service purchased from IKEA, please contact us at ikea.complaints.gb@ikea.com."

SlackAunt

user1977 said:

Have you emailed them?

"In the event you have a complaint regarding a product or service purchased from IKEA, please contact us at ikea.complaints.gb@ikea.com."

No, I hadn't tried that yet. I was hoping for a resolution before having to complain, but this does seem to be one of the only ways of getting hold of them.
I will email them now, thanks.

sheramber

you need to go to the store to exchange

Should you require an exchange, please visit your local store along with your order number and the article(s) you wish to exchange.

Parcel return

SlackAunt

sheramber said:

you need to go to the store to exchange

Should you require an exchange, please visit your local store along with your order number and the article(s) you wish to exchange.

It's not really an exchange, tho. I need a replacement part, which is something you can normally request on the website, but i just get an error for some reason.

What a palarva, honestly. It's totally put me off ordering online from IKEA again in future. The time I'm having to waste on this is ridiculous