Ikea bedding problem

Tygermoth

Hi all,

I bought £130 worth of bedding from Ikea. Though it was expensive most of our bedding is theirs and it lasts forever.

When we got home it transpires the bedspread had a large tear but the value of the item meant it just was not worth trekking back to the store (some distance away). A few days later I then washed the duvet set and the seam parted.

Now I have used Ikea for years and found them fantastic but was very surprised with the response when I called them to see about their exchange policy. I was told to put my issue in writing. I emailed via the site as requested by the agent. I will admit I was a bit miffed at the agent not taking ownership of the issue.

Three weeks later not heard from them and called up – they ‘lost’ my email. I asked the agent to look into the matter and was just referred back to email again. So emailed again.

Two weeks later I was emailed back by a very pleasant lady asking for my proof of purchase, which I had included in my original email. However, I understand that sometimes these things do not make it to the person on the front line.

I re-sent my bank statement showing the purchase and photos of the two issues.

Two weeks later (approximately) I got an email back saying they could not track the purchase to the date on my bank statement. They asked if I had purchased the items on a different date. I did not think I had but I had been to the store the month before to buy some kitchen units. Submitted this bank statement too.

Yesterday evening I had a voicemail left advising they could not track the bedding to this bank statement date either and as I do not have a receipt with detailed information of the purchase they would not be taking the matter any further.

I must admit I am disappointed at this outcome how can I fight this?

Soapn

you should have kept the receipt.

Unless the price on the bank statement matches exactly the price of the items how can you prove that is what you'd bought? The stuff could have been bought 6 months before.

I think that for over a hundred pounds, I'd be heading back to the actual store and asking to see a supervisor/manager

Forwandert

You could try asking them to recheck their system for transactions one or two days before the date on the bank statement. It does sometimes debit your account a couple of days after the actual purchase.

SuperHan

If you have the bank statement and last four digits of the card, your receipt can be checked by the store that you bought from. However, they reserve the right to turn you away if you go at a busy time, so if possible aim for the quiet times (weekday evenings, early afternoon at the weekend are our quietest time for IKEA returns in my store).

As Forwandert says, it will require the checking of a few days either way, which the call centre may not be doing, as receipts can only be searched by a particular date.

You should then be refunded to a refund card which is store credit you will have to use to reshop for your bedding.

You can also ask if they can offer petrol compensation for a long journey, the current rate is 14p a mile. (All of this is managers discretion, but is fairly standard practice in my store).