I always use FB or Twitter to complain rather than customer service and have had very good results. Latest: 3 of the IKEA doors in our kitchen have blown due to water collecting around the unsuitable handle design. I posted some pics on their FB page, got a message within minutes and after a couple of messages giving details, order number etc they have now sent replacement doors free of charge from Sweden as the style has been discontinued in the U.K. They even offered to replace all the doors in the kitchen if these ones don't match. We didn't get anywhere with the customer service in the shop btw.