IKEA Sultan Hasselback Mattress Problem

SuperHan

IKEA can check back if you know exactly what date you purchased the item, however, the problem is if the payment has taken a few days to clear and only shown on the statement a few days later, it can take an IKEA employee hours to try and find the corresponding receipt, as all they can do is pull up the entire receipts for one day, and trawl through until they find yours.

It usually requires the last 4 digits of the card to find the transaction, which may have changed since the purchase, but this is usually the only way to prove that it is your receipt they have identified on the system. Otherwise, the item code can help, but that can be hard to find on IKEAs part if the item is discontinued.

The systems IKEA have are relatively rudimentary, but if you can provide enough information, they can retrieve your receipt. However, the information does need to be quite exact, or most employees won't be willing to put in the time to find your transaction because you have lost your receipt (and rightly so, it's not fair to keep the next person with their receipt in hand waiting just to fix the problem that you technically created by not keeping the receipt!)

theogeorgio

Hi ii have the same problem(mattress is not fit for purpose) and i am wondering what are my chances to get a refund? any advice?

mhtmstudio

Hi,

I have the same mattress and lost the shape completly. I do have a receipt. The problem which i 'v got is how to claim that? I asked Ikea people three times and they get me diffirent answers...

Anybody know how to claim correctly?

wakawakawaka

Just to add to this thread, we had a Hasselback which started sagging and developed a big dent in one side (laid a ruler on the bed and measured down from that, it was 6cm deep), I unzipped the cover and the springs were out of the pockets and pointing sideways in the dented area. I still had my receipt and paperwork, so (not expecting much, as the mattress is 10 years old and I had seen a lot of sad tales in my googling) I emailed them via the contact form on their website (not allowed to post a link as I just registered an account to reply to this thread - I chose Products (damaged, missing, incorrect or advice) ).

IKEA contacted me within a couple of days and arranged to send an inspector out from EcoMaster (they could only do weekdays 9-5 though so I had to work from home), he had a load of questions (including conditions the mattress is in, and checking what sort of a base it was on), took photos and sent a report off to IKEA, who quickly confirmed they would replace the mattress.

We visited IKEA that weekend and tried mattresses, found the Hyllestad one was the closest match for similar money and IKEA had it delivered and took away the old one yesterday (we purchased our original mattress in store, but there was no suggestion that we would have to collect the replacement or pay for delivery). Completely painless and took about 3 weeks from reporting to receiving our replacement.