Ikea plans to close its customer service call center in Rostock, despite handling numerous product inquiries from across Germany. Staff were informed of the decision on February 25th. Ikea cites long-term structural decisions as the reason, but the expiring lease in 2026 also plays a key role. The company further points to necessary, costly investments for modernizing the site. The loss of one of its three nationwide customer support locations is considered a significant risk factor, putting 279 jobs at risk. According to the Verdi union, layoffs are planned for September 30, 2026. (stern: 25.02.26)
Timeline to end August 2026 – but termination date later
Ikea plans to close its Customer Support Center (CSC) by the end of August 2026, while the terminations, according to the Verdi union, are targeted for September 30, 2026. This creates a gap between the operational phase-out and the legally binding termination date, which is crucial for many employees. At the same time, the timeline shows that Ikea is organizing the downsizing not in the short term, but over several months.
The workforce was officially informed on February 25, following a previous report. This confirms that the process is already underway, even though key questions regarding the employees’ future remain unanswered. Furthermore, the long lead time is likely to increase the pressure, as many affected employees need to start planning early.
Ikea justifies the move with an expiring lease and the need for modernization
According to the company, the closure is based on “long-term, structural considerations.” These include the expiration of the lease in 2026, which is why Ikea had to reassess the location. The company also sees extensive investments as necessary to modernize the call center. This combination of the lease expiration and the need for investment provides the economic justification, but it remains unclear why Rostock will no longer have a place in the future model.
Ikea also places the decision within the context of the changing retail landscape. The company stated: “Even though such decisions are never easy, they are made to secure the long-term strength and sustainable future of Ikea Germany in the evolving retail sector.” With this move, Ikea is focusing on corporate strategy, while the consequences on the ground are becoming concrete and immediately tangible.
Verdi calls it a “slap in the face” and demands social compensation
The Verdi union is reacting sharply, deeming the move socially irresponsible. They call the closure a “slap in the face” to their colleagues. Verdi also points out that the center’s employees are to be laid off by September 30, 2026. This puts not only the question of the location at the forefront, but above all, the financial security of many households.
Marcus Dejosez, the responsible Verdi union secretary, also criticizes Ikea’s communication policy. He speaks of “catastrophic communication,” while management, according to him, no longer considers the Rostock location part of Ikea’s “future setup.” However, no valid reasons have been given, which is why Verdi is now demanding more transparency.
Works Council Informed Late – Talks on Social Plan Begin
The timing seems particularly explosive because, according to the Verdi union, the works council was only informed of the closure half an hour before the rest of the workforce. This exacerbates the conflict, as co-determination in such processes usually begins early. At the same time, it increases mistrust as to whether Ikea actually discussed alternatives openly.
Talks on a social plan are scheduled to begin the day after the announcement, so the focus is now on the specific details of severance packages, transfer options, and potential training programs. It will also be crucial whether Ikea offers internal transfers or finances external placements. For the 279 affected employees, this will determine how severe the final cuts will be.
Store Remains – Call Center Closes
According to the company, the Ikea store in Rostock will remain open and continue to be an important part of its regional presence. This clearly separates Ikea’s brick-and-mortar retail from its customer service structure, while support will be organized differently in the future. For Rostock, however, this means: the visible store remains, but a major employer behind the scenes will disappear.