IKEA Custom Worktop Dispute

BuffySpike13

Hello,

I am looking for some advice re: an issue I am having with IKEA.

I purchased a kitchen online via an IKEA advisor using the IKEA finance provider, Ikano Bank. We had a virtual consultation to design the kitchen in early October 2025, with further tweaks made here and there via email before the final order was placed on 10 March 2026. Following installation of the kitchen and templating for my custom worktop, the worktop was delivered in a colour that I did not request.

On 27 October 2025 I emailed the IKEA sales associate I had been dealing with, requesting the KASKER matt light grey/beige/stone effect quartz worktop (typed in email exactly as it appeared on the label in-store). The associate responded on 28 October to confirm that she had added the KASKER quartz worktop to my order, without confirming the name of the product in full. According to the records the IKEA after-sales team discussed with me on the phone, the associate incorrectly added the KASKER light grey/beige/marble effect quartz worktop to the basket.

The names of these two worktops are almost identical, and so I did not pick up when I was going through the order process that this error had been made. In the order confirmation the worktop appears as KASKER cm-wt 1m2x2.0 lgry/bei marb eff/quartz - therefore the error was only identifiable by 4 letters in a 5 page product breakdown!

I do not accept that it is reasonable for me to be expected to note the difference between two almost identical product descriptions - I was not even aware that there were two products which were so close in name! Further, in the sales associates' final email before the order was processed she asked me only to check that my delivery and contact details were correct on the order confirmation.

IKEA no longer stock the KASKER matt light grey/beige/stone effect worktop - however I have never wanted a marble effect worktop and therefore I was not willing for the incorrect worktop to be installed. The installer advised that they would therefore need to take the worktop away with them while I resolved the issue with IKEA directly. This has left me with a half-finished kitchen - no worktop also means no sink or hob able to be installed until the issue is resolved.

IKEA's kitchen after-sales team have claimed that it was my responsibility to ensure that my order was correct on the confirmation. They have said my only options are either to:

a) pay £1200 for the installer to return and install the incorrect worktop; or
b) start from scratch and pay approx. £3400 for a new custom worktop and installation date.

The outcome I am looking for is that IKEA provide a replacement worktop (in another colour given the original colour I wanted is no longer stocked) and also cover the cost of installation, as the error was made (admittedly by their after-sales team) in October when the wrong item was added to the basket. Can anyone provide any advice?

Aylesbury_Duck

https://forums.moneysavingexpert.com/discussion/6669979/ikea-custom-worktop-dispute

I have a balanced view on this. I think it's reasonable to expect someone spending a five figure sum to carefully check every line of an order, given there was an opportunity to do so. That said, given that the original error was theirs, they bear some responsibility as well.

I don't see you have a reasonable claim for the cost of installation - you didn't pay for the wrong worktop to be installed, did you? If not, then fitting one shouldn't cost any more than it would have done originally.

I'm surprised the installer left you without a sink or hob - in these situations, I've seen installers put in a temporary worktop - even if just plywood - to be able to plumb in the sink, hob, etc.

I'm disappointed that IKEA aren't meeting you part way on this, perhaps by supplying the next best alternative at cost, for example. Have you tried to negotiate a better outcome, or have they simply stood firm?

the_lunatic_is_in_my_head

Try the contact on the CEO email site for Ikea OP.

They are the experts, you emailed to say what you want, they’ve made the mistake.

You should also be able to raise a Section 75 claim with the credit provider which holds them jointly liable and I would chase both avenues simultaneously.

BuffySpike13

https://forums.moneysavingexpert.com/discussion/comment/82013561#Comment_82013561

Thanks for this advice - I paid for the installation in advance via IKEA, and they have presumably paid this partner already for their time to come out to the property, even if the installation did not go ahead. They have told me that whether I accept the original (incorrect) worktop or pay for a new one, I will have to pay the £1200 installation fee again.

I have tried to negotiate - e.g. they provide the new worktop, I pay for the new installation, but they are standing firm.

Aylesbury_Duck

https://forums.moneysavingexpert.com/discussion/comment/82014158#Comment_82014158

I think that's unfair. While I appreciate that the installation slot was "wasted", i.e. it would be too late for the installer to get another job to fill the vacant slot, IKEA did make the original error and in my view, bear at least half the responsibility here.

I would follow the lunatic's advice on the twin-track approach. I expect your card provider to resist a S75 claim on the same basis that IKEA is standing firm, but you should try.

HopeAndDriftWood

Oh man we had a similar issue with IKEA; albeit for us, they made the mistake and we had no way to check it. The custom wroktops are imported and kept arriving the wrong colour/size… We had 5 fitted "temporarily" and then IKEA confirmed they could not get the right one anymore.

Initially they offered a replacement or told us to stick with what we had, then they told us that if we changed and it was wrong again, it would be our fault as we took the risk… eventually they did a passable worktop to us, albeit shorter than we wanted, and not the right colour. They then refused any other compensation for a long time, and eventually 18 months later refunded the kitchen. It was painful.

We did pay our installer separately, and so we made an arrangement with him that he'd come back and didn't have to pay twice.