I'm in the US. I have several times gone to an Ikea store with damaged parts and been able to obtain replacements, sometimes free of charge - including with one part of an entertainment center kit that got dropped on the front porch steps, breaking one panel clean in half and cracking another. They took it back, gave us another, and sent us on our way no questions asked.

I don't doubt you've had trouble, and I don't know what their website or otherwise remote customer service is like, but to say that the service is just not available at all in the US appears incorrect.