Faulty Ikea Sofa

bellina

Hi

I'm looking for a little advice on how to proceed with an issue I'm having with my Ikea sofa.

We ordered it in April 2014 and took delivery of it in July 2014 (there was an issue with our house move and they allowed us to keep moving the delivery date). The sofa, chair and footstool cost us almost £2000. It comes with Ikea's 10 year warranty.

Probably the most important part - we love the sofa and it took us ages to find.

In August we noticed that the leather was coming away on the corner part, where the seam is on the seat and therefore regularly sat on. We called Ikea and they gave us two options, either accept a partial refund and deal with the issue ourselves (£200ish) or they would send someone out to assess and repair it. We opted for the latter.

The guy came out, deemed it a manufacturer defect and did a fab job of repairing it. Yesterday we noticed it is coming away again in the same area. I've called Ikea this morning and they offered to replace it as this was the second occurrence of the same issue due to manufacturer defect, however when they went to do so they guy realised it was discontinued and they're unable to offer a replacement.

They've offered us three options:
Return the lot and get a different replacement from Ikea
Return the lot and get a full refund
Get another repair and continue getting repairs in the future

They've kindly said I'm in no rush to make a decision - they appreciate picking a sofa is a big decision and can be hard work.

Ikea's customer service has been fab but the fact of the matter is that I expect better from a £2000 sofa - ideally I'd love a replacement as we adore the sofa and really can't be bothered with the hassle of choosing a new one and potentially not liking it as much. We also don't really want to be calling Ikea every six months and waiting in for them to come and do a repair - but somethings got to give!

This is our first house and the first sofa we've owned and I really have no idea what to do, so really I'm looking for advice. What would you do? Also if I were the opt for the repairs (10 years worth!) would I be unreasonable to request financial compensation given the poor quality of the product? I suspect if they offer compensation they may say it voids my warranty in relation to this defect and future repairs won't be carried out, if this is the case then I'd opt for repairs over compensation. As I've said, it's a £2k sofa and as good as their customer service is I still feel let down by quality on this occasion.

tomtontom

Keeping the sofa is going to be a lot of hassle. Accept a refund and buy elsewhere, or an alternative from Ikea.

andycris3107

As you've seen Ikea have a very good returns policy.
The problem you have is that it's discontinued and one reason for this may be because of the fault you've identified. As tough as but sounds I would not consider another repair unless you are considering changing it completely within the next few years or else you'll continue having the same problems. I'd look for an alternative as closely matched to your current one as possible.

pinkshoes

If they don't have anything else you like, then opt for the full refund.

fab customer service from ikea!

societys_child

would I be unreasonable to request financial compensation given the poor quality of the product?

You want compensation in addition to one of the three alternatives they've offered?

They've offered us three options:
Return the lot and get a different replacement from Ikea
Return the lot and get a full refund
Get another repair and continue getting repairs in the future

< bites tongue . . . >

sheramber

If you opt for repairs in the future that is your compensation.