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  • FIRST POST
    • oj29
    • By oj29 6th Jun 17, 4:51 PM
    • 19Posts
    • 2Thanks
    oj29
    Furniture delivery - ruined carpets
    • #1
    • 6th Jun 17, 4:51 PM
    Furniture delivery - ruined carpets 6th Jun 17 at 4:51 PM
    Hi all,
    I recently ordered some new furniture from IKEA to be delivered to a new house which had not been moved into yet and had to pay £35 to actually have it delivered. Yes, really, £35 for delivery!

    As advertised on their site, they will also bring the furniture into your desired room, up the stairs, etc. since I was paying £35 I figured they could at least put it all in the correct rooms. As this is IKEA they should be doing this day in, day out so I had no worries at all; it turns out they contract out this service to a courier company.
    Anyway, upon asking them to bring it upstairs I saw that the brand new cream carpets installed throughout the house were now covered in mud from the boots.

    After complaining to IKEA I was told they would be investigating it with the delivery company and they may be in touch. I pestered them but didn't really get anywhere. I did tell them that actually my contract is with IKEA and not the delivery company, I should not be dealing with the delivery company in any way - thats their business. Completely out of the blue I received a phone call from a solicitor acting on behalf of the delivery company who wanted me to send some photos across of the 'damage' and also to get some quotes to clean the carpet and send them across.

    I was just wondering how to approach this? I don't really see why the delivery company are contacting me and attempting to intimidate me in giving up on this, really IKEA should have issued a refund and paid for the cleaning costs and then they should have tried to retrieve this from the delivery company?

    Thanks in advance
Page 2
    • Shaka_Zulu
    • By Shaka_Zulu 6th Jun 17, 10:19 PM
    • 699 Posts
    • 1,621 Thanks
    Shaka_Zulu
    Hi all,
    I recently ordered some new furniture from IKEA to be delivered to a new house which had not been moved into yet and had to pay £35 to actually have it delivered. Yes, really, £35 for delivery!
    Originally posted by oj29
    The first paragraph set the tone for the rest of the OPs complaint.

    Unreasonable expectations!
    • angryparcel
    • By angryparcel 6th Jun 17, 10:42 PM
    • 756 Posts
    • 426 Thanks
    angryparcel
    The first paragraph set the tone for the rest of the OPs complaint.

    Unreasonable expectations!
    Originally posted by Shaka_Zulu
    so what is wrong with the first Paragraph. If you mean £35 for delivery then that is what IKEA charge for a truck delivery.
    They were going to change me that for a £20 chest of drawers to be delivered
    • POPPYOSCAR
    • By POPPYOSCAR 6th Jun 17, 11:13 PM
    • 10,308 Posts
    • 21,310 Thanks
    POPPYOSCAR
    Well you could always tell Ikea that you want to deal with them
    "as your contract is with them" and then waste lots of time for everyone concerned.

    Personally I would rather make the process quicker and easier by dealing direct with the people who have contacted you and provide them with the information requested.

    If you are not satisfied with the outcome then you can go back to Ikea and complain.
    • neilmcl
    • By neilmcl 6th Jun 17, 11:47 PM
    • 9,575 Posts
    • 6,580 Thanks
    neilmcl
    so what is wrong with the first Paragraph. If you mean £35 for delivery then that is what IKEA charge for a truck delivery.
    They were going to change me that for a £20 chest of drawers to be delivered
    Originally posted by angryparcel
    He was alluding to the fact that the OP found a £35 delivery charge to be somewhat beyond the pail.
    • Money maker
    • By Money maker 7th Jun 17, 12:18 AM
    • 4,765 Posts
    • 10,855 Thanks
    Money maker
    really IKEA should have issued a refund and paid for the cleaning costs
    Originally posted by oj29
    You're looking for a refund for what exactly? I would assume that you just need the cleaning costs reimbursed.
    Please do not quote spam as this enables it to 'live on' once the spam post is removed.

    If you quote me, don't forget the capital 'M'

    Declutterers of the world - unite!
    • SuperHan
    • By SuperHan 7th Jun 17, 7:48 AM
    • 1,899 Posts
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    SuperHan
    Are you sure your contract is with IKEA?


    At my local IKEA, you buy your goods at the IKEA till and then walk over to a different till to pay for delivery. Although manned by IKEA staff, the contracts they present you with to sign and agree the delivery are not IKEA branded, they are branded with the delivery company's details. You contract directly with the delivery company separately.


    (Obviously may not apply for online orders)
    • Moneyineptitude
    • By Moneyineptitude 7th Jun 17, 11:08 AM
    • 18,785 Posts
    • 8,959 Thanks
    Moneyineptitude
    You're looking for a refund for what exactly? I would assume that you just need the cleaning costs reimbursed.
    Originally posted by Money maker
    Probably wants a refund of the delivery cost too...
    Are you sure your contract is with IKEA?
    Originally posted by SuperHan
    The OP clearly states that he is now aware that IKEA used a courier service...
    it turns out they contract out this service to a courier company.
    Originally posted by oj29
    • angryparcel
    • By angryparcel 7th Jun 17, 11:55 AM
    • 756 Posts
    • 426 Thanks
    angryparcel
    Probably wants a refund of the delivery cost too...

    The OP clearly states that he is now aware that IKEA used a courier service...
    Originally posted by Moneyineptitude
    yes and the courier company is not disputing anything, then have asked for proof of the damage and estimates for the cleaning/repair costs.
    • oj29
    • By oj29 7th Jun 17, 1:04 PM
    • 19 Posts
    • 2 Thanks
    oj29
    Correct; Ikea use a courier service, this is irrelevant to me - the retailer is liable for the services provided by the couriers it employs - the delivery firm is not liable.
    • angryparcel
    • By angryparcel 7th Jun 17, 1:25 PM
    • 756 Posts
    • 426 Thanks
    angryparcel
    Correct; Ikea use a courier service, this is irrelevant to me - the retailer is liable for the services provided by the couriers it employs - the delivery firm is not liable.
    Originally posted by oj29
    but you have been asked to provide evidence and estimates of costs to clean or repair. Provide this and it will be sorted,

    do you think that Idea or the delivery company will take any money from their tills, this will be sorted by the insurance company and i bet it would have been them that called you for evidence.
    you wont get anywhere if you dont provide the info they asked for
    • oj29
    • By oj29 7th Jun 17, 1:34 PM
    • 19 Posts
    • 2 Thanks
    oj29
    but you have been asked to provide evidence and estimates of costs to clean or repair. Provide this and it will be sorted,

    do you think that Idea or the delivery company will take any money from their tills, this will be sorted by the insurance company and i bet it would have been them that called you for evidence.
    you wont get anywhere if you dont provide the info they asked for
    Originally posted by angryparcel
    I gave them the information yesterday but the point is, the contract was with Ikea and actually they should be taking responsibility for this. It's just poor customer service really, they could've just refunded the delivery cost in the first instance and I wouldn't have thought anything of it.

    Why would I care about whether it comes out of their till or not?

    People here don't even know that when you order something online the retailer is liable for the delivery of the goods and not the delivery company. I don't see how these people can give advice on consumer rights when they don't know these rights.
    Last edited by oj29; 07-06-2017 at 1:38 PM.
    • Shaka_Zulu
    • By Shaka_Zulu 7th Jun 17, 2:09 PM
    • 699 Posts
    • 1,621 Thanks
    Shaka_Zulu
    People here don't even know that when you order something online the retailer is liable for the delivery of the goods and not the delivery company. I don't see how these people can give advice on consumer rights when they don't know these rights.
    Originally posted by oj29
    A couple of things here, if you want advice of your legal rights then you need to contact a solicitor otherwise you are just asking for random opinions on the internet.

    The rest of what you say may or may not be true depending on who delivers, who contracts with the delivery company etc. A post above has pointed out that there may be a possibility that your delivery contract may not be with Ikea.

    Do you know for sure?
    • neilmcl
    • By neilmcl 7th Jun 17, 2:16 PM
    • 9,575 Posts
    • 6,580 Thanks
    neilmcl
    People here don't even know that when you order something online the retailer is liable for the delivery of the goods and not the delivery company. I don't see how these people can give advice on consumer rights when they don't know these rights.
    Originally posted by oj29
    Given that this is the first time you've actually confirmed the order was made online it's a bit much to criticise others when they've not had the full facts from you.

    Also, you still haven't answered my question as to what did you say/do when they made the delivery to try and mitigate this issue of them walking all over your new carpet?
    • LadyDee
    • By LadyDee 7th Jun 17, 2:20 PM
    • 2,312 Posts
    • 2,410 Thanks
    LadyDee
    I gave them the information yesterday but the point is, the contract was with Ikea and actually they should be taking responsibility for this. It's just poor customer service really, they could've just refunded the delivery cost in the first instance and I wouldn't have thought anything of it.

    Why would I care about whether it comes out of their till or not?

    People here don't even know that when you order something online the retailer is liable for the delivery of the goods and not the delivery company. I don't see how these people can give advice on consumer rights when they don't know these rights.
    Originally posted by oj29
    As you seem to know your rights, what exactly are you asking advice about?
    • oj29
    • By oj29 7th Jun 17, 2:43 PM
    • 19 Posts
    • 2 Thanks
    oj29
    Given that this is the first time you've actually confirmed the order was made online it's a bit much to criticise others when they've not had the full facts from you.

    Also, you still haven't answered my question as to what did you say/do when they made the delivery to try and mitigate this issue of them walking all over your new carpet?
    Originally posted by neilmcl
    No issue with people walking on carpets, I walk on carpets wearing shoes all the time and don't leave mud everywhere. There was a mat and cardboard on the floor to soak it up, I didn't think it would be fair demanding they take their boots off and on when going to and from their truck. After this happened twice, he remember they had boot covers in the truck. A previous delivery company told me they weren't actually allowed to wear them because of health and safety.
    If I was a delivery guy and had been walking through mud, I would do something myself to mitigate this. What would you have done in this situation?

    As you seem to know your rights, what exactly are you asking advice about?
    Originally posted by LadyDee
    I was asking advice about why the delivery company have contacted me and Ikea have wiped their hands clean of the matter despite it legally lying with them.
    • neilmcl
    • By neilmcl 7th Jun 17, 3:27 PM
    • 9,575 Posts
    • 6,580 Thanks
    neilmcl
    What would you have done in this situation?
    Originally posted by oj29
    Whilst I wouldn't have expected them to remove their shoes either, in fact it would probably be a H&S reason to dictate that they couldn't, I would've at least made it very clear that I had new carpet down and could they make sure their shoes were clean/dry before entering.
    • Sillym00
    • By Sillym00 7th Jun 17, 3:32 PM
    • 6 Posts
    • 6 Thanks
    Sillym00
    "I was asking advice about why the delivery company have contacted me and Ikea have wiped their hands clean of the matter despite it legally lying with them."

    Does it matter? If IKEA sent a letter asking for evidence of damage and quotes to clean it, would you feel better?

    You paid for delivery which has happened. It's annoying that your carpets got dirty but it will be professionally cleaned and therefore you're no worse off. Why would they refund the delivery cost when you used that service you paid for?
    • angryparcel
    • By angryparcel 7th Jun 17, 3:42 PM
    • 756 Posts
    • 426 Thanks
    angryparcel
    I didn't think it would be fair demanding they take their boots off and on when going to and from their truck.
    Originally posted by oj29
    ARE YOU KIDDING?
    What should they wear going across open ground while carrying heavy goods?

    Maybe you should have told Ikea when you ordered the goods that you did not want the delivery company to deliver to any other customers because you have a new carpet that you cannot be bothered to cover to protect it.
    • oj29
    • By oj29 7th Jun 17, 3:44 PM
    • 19 Posts
    • 2 Thanks
    oj29
    ARE YOU KIDDING?
    What should they wear going across open ground while carrying heavy goods?

    Maybe you should have told Ikea when you ordered the goods that you did not want the delivery company to deliver to any other customers because you have a new carpet that you cannot be bothered to cover to protect it.
    Originally posted by angryparcel
    Am I kidding? What so I should have asked them to remove their boots?
    • askmeaboutsofas
    • By askmeaboutsofas 9th Jun 17, 2:03 PM
    • 12 Posts
    • 27 Thanks
    askmeaboutsofas
    I was just wondering how to approach this?
    Send the photographs, cleaning costs and other supporting evidence to the solictor from the courier company. They will pass it onto their insurance for a claim, and then pay you for the cleaning.
    I don't really see why the delivery company are contacting me
    Because they need this information to claim your cleaning costs from their insurance. Involving Ikea in this would add unnecessary confusion to the issue, as your information would have to go through several sets of hands before it got to the person who needs it (the courier company's solicitor). This way should be faster and more efficient than going through Ikea. You can send a copy of everything to Ikea as well if you think you won't get the result you want from the courier company.
    and attempting to intimidate me in giving up on this
    This doesn't sound like an intimidation attempt, they are asking for evidence their insurance company will need. A lawyer is less intimidating than, say, them sending a member of their staff round to check the damage for themselves, or anyone arguing with you about how the dirt/damage was done.
    really IKEA should have issued a refund and paid for the cleaning costs and then they should have tried to retrieve this from the delivery company?
    Without the information that the courier company's solicitor has asked for, none of what you want to happen will be possible. The end result should be the same as it would have been if Ikea were dealing with it directly - the courier company will refund your cleaning costs, and you won't be out of pocket.

    Neither Ikea nor the courier company are obligated to refund the £35 delivery charge itself, but you could ask Ikea to do so as a gesture of goodwill. Be nice about it and maybe you'll be lucky, sometimes they can go above and beyond what you'd expect.

    Now personally, I would recommend that you always inform any couriers or other workmen who have to come inside your house that you have cream carpets that are very expensive and difficult to clean. Leave it up to the couriers whether they wear boot protectors, take off their shoes, cover your floors in something to protect it etc, but make sure they're aware that any dirt on your carpets will cost their company money.
    I once delivered a TV unit to a customer, and was asked if I could take my boots off. In the end I covered the entire path we would take from their front door to the TV room with dustsheets and delivery blankets, which easily absorbed the tiny bit of dampness/dirt on my shoes. Basically give them the problem and they will find a way to solve it, but don't expect them to notice it for themselves - even if it seems obvious to you.

    I'm curious who the courier company is though. Could you PM me their company name?
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