ᐅ What should you do if IKEA Brimnes parts arrive damaged?

Hello everyone,

I recently ordered a Brimnes bed from IKEA, and unfortunately one of the large side panels arrived damaged. It has a clearly visible scratch on the painted surface that was already there upon delivery. Now I’m wondering: what is the correct and most effective way to handle damaged Brimnes parts from IKEA?

I want to know the best approach to either get replacement parts or file a claim without getting stuck in endless loops with customer service. Are photos especially important as proof? What are your experiences regarding the process – is it better to report the issue directly in the store or through the online customer service?

Maybe some of you have encountered similar situations and can offer practical tips on how to make the process as quick and straightforward as possible.

Thanks in advance!

Most of the time, it helps to report the damaged parts directly along with the order to IKEA. Photos are essential, preferably supported by the receipt.

I would contact customer service online and request a replacement parts delivery.

Jado5 schrieb:
There is a clearly visible scratch on the painted surface, which was already present upon delivery.

In this case, documenting the damage immediately after unpacking is essential. IKEA has clear guidelines for claims within the warranty period.

Steps for a successful claim:
- Take photos of the damaged parts from different angles whenever possible
- Keep all packaging and shipping documents
- Contact customer service through the official portal or by phone
- Provide the order number and a description of the damage

Experience shows that replacement parts are usually delivered free of charge, provided the damage is not due to improper handling.

I recommend following these steps within a maximum of 14 days after delivery to avoid complications.

KAULIS schrieb:
I recommend proceeding within a maximum of 14 days after delivery to avoid complications.

This is a very important point. From my own experience, I would like to add the following: The Brimnes system consists of relatively large, coated MDF panels that are very sensitive to scratches. Especially with lacquered surfaces, even a small scratch during production or shipping can remain visible.

My tips for making a claim:

- Document: Photos should be taken in daylight to clearly show surface defects.
- Written claim: This helps with later follow-up.
- Provide part numbers: IKEA usually offers replacement parts. The product label on the packaging or the assembly manual is helpful here.
- Patience: Sometimes it takes 1-2 weeks for parts to arrive. It is important not to call multiple times but to provide all information clearly in one call.

What exactly is your case? Was the packaging intact? Are the damages noted on the delivery note? These details help to better assess the claim process.

PAUNON schrieb:
Most of the time, it helps to report the damaged parts directly to IKEA along with your order. Photos are essential, ideally supported by the receipt.

Thank you, that matches my plan as well. I have the receipt ready and took photos immediately.

KAULIS schrieb:
Contact through the official customer service portal or by phone

Do you think calling is faster, or is it more effective to use the portal?

Palenar schrieb:
What exactly is your situation? Was the packaging intact? Are the damages noted on the delivery note?

The packaging looked fine externally, no large tears or deep dents. However, I only noticed the damages after unpacking, so nothing is listed on the delivery note.

Thanks already for the helpful tips, I’ll keep you updated on how the process goes for me.