My wife and I had a new Ikea kitchen put in in 2018 at a cost of £5,600. It came with a 15-year guarantee. 

In March 2025, when the kitchen was seven years old, the metal sink developed a large crack in the base and started leaking. I called Ikea. 

The first person I spoke to said they would replace the sink and we emailed about when a kitchen fitter could be booked. Progress was slow, but in September 2025 I received an email asking me to confirm my address so the new sink could be delivered to us. 

However, things then appeared to stall and Ikea stopped replying to my requests.

Fast-forward to May this year, and my wife received an email saying our case had been closed as the Ikea 'expert' had determined the cause of the crack to be 'something dropped into the sink'. This was based on photos I sent. 

We didn't use our sink in any way that was out of the ordinary and haven't dropped anything into it, other than perhaps the odd teaspoon. Can you help? P.C., Wiltshire

Helen Crane, This is Money's consumer champion, replies: Ikea is known for being cheap and cheerful compared to other brands, but that doesn't mean you should expect your sink to develop a large crack after just a few years. 

It cost £225 on its own, but was fitted as part of a full renovation that cost thousands, so you were keen to have it replaced as soon as possible. 

Apart from the money, it's simply very annoying to have to put a bowl down to catch drips every time you want to do the washing up.  

It all started well. You forwarded me your emails with the Swedish firm, which were cheery to a fault. Some even started with a jaunty 'Hej!' – the Swedish word for hello. 

'We absolutely will be able to do something for you,' said one, and you were asked about dates and times for a new sink to be fitted. 

You were asked to send photos of the crack in the sink, which you were told were sent to a 'kitchen expert' for consideration. 

You did so and hoped it would soon be sorted. But then, things started to unravel. You were asked to send the same pictures again, not once but twice. 

You also had to confirm your address time and time again, and provide receipts for the kitchen and installation you had already sent. 

The customer service team told you your local Ikea fitter was 'away' in May, so your sink couldn't be fitted – and then you didn't hear anything back until you chased Ikea up in August. 

In the meantime, the end broke off your tap and you had to be sent a replacement – but again, no one was sent to fit it. 

Finally, nine months later, in May 2026, you were told you couldn't have a new sink after all. From looking at your photos, Ikea's expert decided the crack was your fault.

Most guarantees will be void if the damage is deemed to be down to the customer's negligence.  

Ikea's insinuation seemed outrageous to you. You hadn't dropped something in it but even if you had, it would have to be quite the heavy and sharp object to puncture a piece of metal. 

I did notice similar complaints about cracks in this model of sink online, and wonder if that was part of the reason it was discontinued.  

With no faith left in Ikea's customer service, you approached me for help. 

I won't say that I threw the kitchen sink at the problem, but I did quickly get on to Ikea to ask it to look at your case afresh.  

I'm delighted to say it has since delivered you a new sink, and has agreed to pay for its installation. 

You said: 'A great result for me! Many thanks for your assistance.'

An Ikea spokesperson said: 'We sincerely apologise for the customer’s experience. Having reviewed the case, we recognise that delays and inconsistent communication contributed to a frustrating experience. 

'We have worked directly with the customer to resolve the matter by arranging a replacement sink and associated components, and we are reviewing the issues raised to help prevent similar situations in the future. 

'We value all customer feedback and remain committed to providing a positive experience and effective resolution when things do not go as planned.'