Have you visited Ikea today 30th June

kidcat

I visited my local Ikea today and bought a few items, including an Ikea family offer. The total was £6 but the amount taken from my card was £11, when I pointed it out to the assistant she directed me to customer services.

I then queued for a while to see customer services got to the till and the guy offered to refund my card - whilst there a couple arrived at the till next to me and the assistant (later turned out to be a manager) went through their complaint - like me they had been overcharged but on a different Ikea family offer. The manager then announced that he was fully aware of the problem which was a glitch affecting all Ikea family offers - which was charging the extra rather than reducing the item.

I joined the couple to complain and he said that it was perfectly legal to allow the till sto continue to overcharge without warning customers and that it would be fixed when the store closed.

We argued that knowingly overcharging people constituted fraud but he said they would adjust the system overnight and that it was perfectly legal - when challenged as to other customers who may not notice the error - he anounced that he couldnt do anything about it if they didnt come forward and that no effort would be made to trace them, he said the onus was upon the customer to ensure the bill was correct.

I have attempted to contact Trading standards but they were closed, so I will call back in the morning, in the meantime if anyone shopped in Ikea today I strongly suggest you closely check your receipt.

Outpost

kidcat wrote: »

I have attempted to contact Trading standards but they were closed, so I will call back in the morning...

They were all on strike...

hollydays

Shame they sell such cool cheap stuff!My nearest is miles away!
but they WERE correct,have some patience! Mistakes happen

Sooler

If they charge a different price to the displayed price, they have to inform you of the price you will be charged before you pay for it.

You agreed to pay the amount that was displayed on the terminal that you entered your PIN on. If it said £11 then they correctly informed you of the amount they would charge you.

Outpost

Sooler wrote: »

If they charge a different price to the displayed price, they have to inform you of the price you will be charged before you pay for it.

You agreed to pay the amount that was displayed on the terminal that you entered your PIN on. If it said £11 then they correctly informed you of the amount they would charge you.

By that logic every shelf edge label in a store could display a price 50% less than the one being charged at the till and as long as the the chip and pin terminal displayed £250 and not the £125 that the price tags add up to then no one is doing anything wrong and it's the customer's fault for going through with the transaction.

I think we both know this isn't correct. In fact it's quite silly.

culpepper

It still seems wrong once they have been informed of the error to continue to charge 'Everyone' too much. What about those who are paying with cash? How does it work for them?
I don't go to IKEA much anymore, we were once stung horribly when we bought a Sofa with removable covers. It was expensive but we decided it would last years and the covers were washable. When we washed them,they shrunk!
We took the rather rumpled up covers back and they said that we had bought them in a boot fair and couldn't have replacements.
Anyway after we pointed out that we had an IKEA card and could prove beyond doubt that we had bought them new,they said the washing label was wrong and shouldn't have said 60 degrees. They sent us a replacement eventually with the exact same washing label in. So we now have 2 covers,both of which have shrunk so that the zip at the back doesn't meet . Shrug. The quality of their goods is still excellent,I just hate interacting with their customer service.

fluffnutter

Sooler wrote: »

If they charge a different price to the displayed price, they have to inform you of the price you will be charged before you pay for it.

I don't think this is true.

fluffnutter

Pricing mistakes aren't illegal at all. There's no law about stating this, and stating that, and charging this or that. When you buy something, you implicitly agree to the sale at that price, regardless of what the displayed price is. This can work in your favour (it's cheaper than displayed) or work against you (it's more expensive). But unless the store is deliberately mispricing things to mislead customers, it's not illegal. You can always refuse the purchase there and then if the price differs and you're not happy. And the onus is on you to check the bill.

I don't think Ikea broke the law by not adjusting their tills. The disruption caused by reprogramming tills during shop hours would have probably been quite significant. Gotta check your bill...

Lotus-eater

culpepper wrote: »

The quality of their goods is still excellent,I just hate interacting with their customer service.

We've always had excellent customer service from them.

Had a kitchen and had a long door which was bent, they sent another, no problem. Had a chest of draws with a split end, they sent a whole new set of draws....... this is where some problems almost occurred, not with Ikea, but with the delivery company. He asked which bit I wanted and had to unpack both boxes to get it. When he eventually brought it in (took ages and ages) I asked him if it was the right side..... oh I'd better check.... no it wasn't :rotfl: so back into the lorry for another age, till he got the right one. Good job I checked

But Ikea, no problem, just send anything out that you say is damaged.

Bobbykins

I can see that, technically, they may not be doing anything illegal but, surely, if they are aware that their system is consistantly overpricing, they have some obligation to advise/warn their customers to check their receipts rather than continuing to knowingly overcharge them? Otherwise they are just profiteering.
Sounds like very poor customer service to me. Has the OP managed to contact Trading Standards yet for their view?

Stephen_Leak

This is yet another reason why, when furnishing and equipping my new apartment, I will only get things from IKEA, where no alternative exists. It is just such an awful place to shop.