Ikea light

Lotus-eater

We live an hours drive from our nearest Ikea, so when we go, it's a day out and because of the cost of petrol etc, we only go at most once a year.

My and the Mrs had a day out recently there and bought a solar powered camping light thing. Got it home and it's got a fault that means it keeps turning off all the time.

I eventually got through on the web chat (doesn't seem to be a email for them) and was told to return it to store. I tried explaining I live so far away it's not worth it for something worth £15, but she just quoted terms by verse, I kept trying to say it's not worth it for us and she just cut me off!

I'm actually pretty livid! Fine, so for a £15 lamp they've lost all my purchases in the future. Nice one Ikea.

mad_dr

Send a letter to head office or their customer services department and explain the situation.

Seems to me that it would be fair for them to either:
1. Arrange to collect the lamp (at their cost) from you to inspect it and refund you or
2. For them to allow you to post it to them and refund you the cost of the lamp plus the postage costs once they discover it's faulty or
3. For them to take your word that it's faulty and refund you, allowing you to bin the defective lamp

I doubt they'd go for number 3 because such a policy would be open to abuse but I'm on the side of the consumer here so I'd still offer it to them as a potential solution. Seems like slightly unreasonable behaviour from them to be honest and a situation that they could resolve very quickly and easily if they have the common sense and inclination.

Good luck.

Lotus-eater

mad_dr wrote: »

Send a letter to head office or their customer services department and explain the situation.

Seems to me that it would be fair for them to either:
1. Arrange to collect the lamp (at their cost) from you to inspect it and refund you or
2. For them to allow you to post it to them and refund you the cost of the lamp plus the postage costs once they discover it's faulty or
3. For them to take your word that it's faulty and refund you, allowing you to bin the defective lamp

I doubt they'd go for number 3 because such a policy would be open to abuse but I'm on the side of the consumer here so I'd still offer it to them as a potential solution. Seems like slightly unreasonable behaviour from them to be honest and a situation that they could resolve very quickly and easily if they have the common sense and inclination.

Good luck.

Thanks, I would have been happy with any one of those solutions.

Tbh, I'm a little flabbergasted at their attitude. When we bought a kitchen from them and some parts were delivered damaged, we just rang them up and they sent out new ones the next day! No Problems, no queries, nothing..

So I assumed that their customer service was brilliant. I wouldn't have hesitated buying anything from them, knowing what I did.

They must know that some people travel a long way to their stores.

I've slightly damaged it now taking it apart to try and fix it, so returning it now is out of the question.

bazster

I've had exactly the same with Ikea. When I bought a large item of furniture, 3 parts were wrong, so I simply 'phoned them up and they sent the correct parts immediately.

But when I purchased a wall lamp, part of it broke when I was fitting it, and they said that the only way I could get a replacement was to go back to the store - 30 miles away! Just not worth it. I improvised.

Basically, I think if it's one of the larger items that they sell online, then they are set up to send parts/replacements to you, even if you bought it in-store. But, if it's one of the smaller items that are only available in-store, they have no mechanism for mail-order replacement.

Lotus-eater

bazster wrote: »

I've had exactly the same with Ikea. When I bought a large item of furniture, 3 parts were wrong, so I simply 'phoned them up and they sent the correct parts immediately.

But when I purchased a wall lamp, part of it broke when I was fitting it, and they said that the only way I could get a replacement was to go back to the store - 30 miles away! Just not worth it. I improvised.

Basically, I think if it's one of the larger items that they sell online, then they are set up to send parts/replacements to you, even if you bought it in-store. But, if it's one of the smaller items that are only available in-store, they have no mechanism for mail-order replacement.

Well that's good to know, I'm surprised at a company as big as Ikea and as well known, to have this policy.

So if you buy anything small from Ikea, if it breaks you have to take it back to the store.

And all their crockery chips really easily :rotfl:

bazster

Lotus-eater wrote: »

Well that's good to know, I'm surprised at a company as big as Ikea and as well known, to have this policy.

So if you buy anything small from Ikea, if it breaks you have to take it back to the store.

And all their crockery chips really easily :rotfl:

Well I don't know for sure, but that's my take on it.

Taadaa

We used to live quite near to an Ikea and used it all the time. We have never had any luck with lighting we have purchased from there, and wouldn't ever bother with it now.

sirmarcus

OP...Suggest that you escalate and complain via email to the CEO for IKEA. If I remember correctly;), her first name is Carole.

To find the email address, try doing a google search with 'ceoemail ikea', select the first entry shown on your screen and do a search for 'ikea'. If you are lucky;), you may get a result [STRIKE](like Germany's tonight !)[/STRIKE].

Good luck and HTHs.