Review & Rating
a division of IKEA Holdings U.S., Inc.
420 Alan Wood Road
Conshohocken, PA 19428
Footnotes:1. Ten year limited warranty to the original purchaser "valid for all kitchen faucets at IKEA, except LAGAN kitchen faucets. This limited warranty covers defects in material and workmanship... [and]....applies to domestic use only." ...."IKEA will pay the costs of repairs, spare parts, labor and travel for repair staff, that IKEA incurs, provided that the product is accessible for repair without special expenditure." IKEA guarantees the availability of spare parts for at least two years after the faucet has been discontinued."
This Company In Brief
IKEA is new to selling faucets, and has not quite got the hang of it.
It does not manufacture its own faucets, but buys them from variety of faucet manufacturers. Most of the faucets sold by IKEA are designed by IKEA and manufactured to IKEA's specifications. IKEA employs a great many industrial designers, and their Scandinavian design approach is evident in some of IKEA's faucets.
The IKEA collection features a wide range of styles. It contains fewer than 30 faucets, but there seems to be at least one style for just about every decor. As expected from IKEA, the prices are very reasonable for all brass or stainless faucets with ceramic disk cartridges.
Most of the faucets include a Hungarian cartridge made by Kerox, Kft., generally considered to be one of the better European cartridges made. Faucets made in China, include a Chinese cartridge which we believe is made by Sedal SA. Sedal is a European corporation, headquartered in Barcelona, Spain, but manufacturing in its plant in China. We cannot be certain about the Sedal cartridge. There are more than a dozen cartridge manufacturers in China. The cartridges rarely show a maker's mark, and they are all very similar in appearance.
There are a number of excellent faucet manufacturers in Scandinavia including Ostnor of Sweden that manufactures the Mora Armature, FM Mattsson and Damiza faucet brands and Oras of Finland that sells its stylish and unique faucets throughout Europe. None of these brands is yet represented in the U.S. IKEA, however, for whatever reason, chose to ignore its home grown faucets when casting about for faucet manufacturers. None of IKEA's faucets are, so far as we can tell, manufactured in Sweden or in Scandinavia. IKEA's known faucet manufacturers are:
At one time many of the faucets now manufactured by Roddex were made by the giant Chinese manufacturer, This relationship, however, appears to have ended in 2012.
IKEA changes suppliers frequently, so a faucet made one year by one company may be made by a different manufacturer in a completely different country the next year. Ikea has also started dividing faucet manufacturing, having the same faucet built by two different manufacturers, something we had not seen before. But, it may herald a shift in manufacturing from NSK in Turkey to Roddex in China. We'll see what we see over the next year or two.
The IKEA faucet warranty is below par for the North American market where the standard long ago established by is a lifetime warranty to the original buyer. But offsetting the meager 10-year warranty is IKEA's promise to pay for the labor required to fix the faucet. No other faucet warranty we know of promises to cover labor, which is often the more expensive part of repairing or replacing a defective faucet. We have not yet tried to make a claim for faucet repair labor, so we do not know if it works or how much effort is required.
The LAGAN faucet is excluded by name from all warranty coverage — no explanation given — which suggests to us that this is one faucet you definitely want to stay away from.
IKEA promises to stock parts for faucets in its current inventory, and for two years after discontinuing a model. It does, but the process of getting parts or making a warranty claim is, at best, time consuming and a major annoyance.
The company should have learned from the early teething problems of and figured out a reliable replacement parts system before it began selling faucets. It didn't. A defective faucet will be cheerfully replaced by IKEA stores — if there is a store near you, and if the faucet is still being made, and if it is in stock, and if you bought it from a store and not over the internet.
Otherwise you will have to go the warranty parts route. Unfortunately this route takes you to Ikea's customer service, a trip you do not want to take if you don't have to.
IKEA, by reputation, has some of the absolute worst customer service in the world, and our experience confirms it — long, long waits to talk to a representative, up to three weeks to respond to an e-mail request. We rate IKEA customer service as "extremely deficient".
Customer service agents are very polite, although obviously stressed, and do their best to help, but they have had no training on faucets and just don't have the slightest idea what to do with a technical faucet problem, except to pass it off. You will probably be transferred at least once before getting a part — with a long initial wait to talk to a customer service agent, and an equally long wait at every transfer — up to 65 minutes — and many times the transfer fails. Your call is just lost in IKEA's electronic wilderness and never heard from again. Meanwhile you will be regaled with recorded messages touting IKEA's latest product and service offerings, without respite, over and over and over.... It's like Chinese water torture.
The problem is clearly systemic, too few agents to handle far too many calls, and blame should be placed with IKEA management, where it belongs, not with the agents where it doesn't. Either management did not anticipate the problem, or failed to react to the situation quickly and effectively.
One hint: If you need help with faucet parts, immediately ask for a supervisor. Evidently only supervisors have any notion of how to order parts. Second hint: Allow a full morning or afternoon for the process, and then you may have to try again tomorrow.
IKEA promotes itself as the "Life improvement store", but we can guarantee you that encounters with IKEA customer service will not improve your life one bit. If anything, the reverse is true. To understand the difference between first class and worst class customer service, check out customer support and compare it to the service offered by IKEA. Like night and day.
Once you actually get to the right person, however, the process is quick and efficient. We received the part for our test faucet in just one week — all the way from Almhult, Sweden — even though it was incorrectly addressed.
Be aware that IKEA faucets are usually set to the European water flow maximum of 1.5 gallons per minute. In the U.S. and Canada the maximum water flow rate in most localities for sink faucets is 2.2 gallons per minute. You may notice the difference and conclude there is something amiss with the faucet. The faucet is fine. The slower water flow is an intentional water-saving feature of the faucet line, and one recommended by the EPA's WaterSense® program (although IKEA faucets are not WaterSense® certified — See below), and required in many localities.
Faucets at about the same quality\ and style level as IKEA faucets, but often featuring stronger and longer warranties, and almost certainly better after-sale support, but probably a higher price, include
We are continuing to research the company. If you have experience with Ikea faucets, good, bad or indifferent, we would like to hear about it, so please contact us or post a comment below.