IKEA: dismantle faulty product for purposes of return?

leitmotif

Hi all. I bought two beds from IKEA earlier this month. They both have the same issue, rendering them not fit for purpose and not of satisfactory quality. My intention is to return them under the provisions of the Consumer Rights Act 2015, which replaced (amongst other things) the Sale of Goods Act. I no longer have the packaging. I suspect IKEA will ask me to dismantle them. Do I have to go to all that effort when I'm not returning them because I changed my mind but because there's an issue with them?

robatwork

leitmotif wrote: »

Hi all. I bought two beds from IKEA earlier this month. They both have the same issue, rendering them not fit for purpose and not of satisfactory quality. My intention is to return them under the provisions of the Consumer Rights Act 2015, which replaced (amongst other things) the Sale of Goods Act. I no longer have the packaging. I suspect IKEA will ask me to dismantle them. Do I have to go to all that effort when I'm not returning them because I changed my mind but because there's an issue with them?

It's a royal pain in the !!!!, no?

I would appeal to their better judgement and take lots of photos of the fault and ask them in the first place to ship replacements to you free of charge.

They may meet you halfway and replace them without you having to return - but surely you need to dismantle them anyway as they aren't satisfactory.

I suspect you will need to return them however. I bought a white bed frame. When I opened it, it was black. The box was incorrectly labelled. 100% Ikea's fault but I had to drive back there at my expense and swap. They weren't interested in any recompense for my fuel, never mind time and inconvenience. I sucked it up.

neilmcl

What's wrong with them?

Bogalot

Customer service is open today. Why not give them a call and ask?

Did you order in store or online? If the former, are you going to be able to transport them without dismantling them?

leitmotif

The slats creak to an unbelievable extent. Neither the kids nor we can sleep in them because even the slightest movement makes so much noise. My girlfriend spoke to them before Christmas and they offered to take back the slats (which they admitted were the cheapest quality ones) and provide others, but we would have to pay £40 extra. I'm not happy with that, as I don't see how a quality issue should result in upselling. We bought online, so didn't have the chance to test the beds first.

Bogalot

leitmotif wrote: »

The slats creak to an unbelievable extent. Neither the kids nor we can sleep in them because even the slightest movement makes so much noise. My girlfriend spoke to them before Christmas and they offered to take back the slats (which they admitted were the cheapest quality ones) and provide others, but we would have to pay £40 extra. I'm not happy with that, as I don't see how a quality issue should result in upselling. We bought online, so didn't have the chance to test the beds first.

They didn't need to admit they were the cheapest quality ones, you knew that when you were buying them. Is there a way to better secure them? Which model did you buy?

Have you rang them today to see what they say?

LilElvis

leitmotif wrote: »

The slats creak to an unbelievable extent. Neither the kids nor we can sleep in them because even the slightest movement makes so much noise. My girlfriend spoke to them before Christmas and they offered to take back the slats (which they admitted were the cheapest quality ones) and provide others, but we would have to pay £40 extra. I'm not happy with that, as I don't see how a quality issue should result in upselling. We bought online, so didn't have the chance to test the beds first.

So they're not faulty, just cheap, and you're looking at a change of mind return. You might struggle to return the beds as you have clearly used them. Any mattresses will be non-returnable for a refund if they have been used and the protective plastic removed. Ikea might be more forthcoming if you were to exchange but it doesn't sound like that is what you want to do.

leitmotif

LilElvis wrote: »

So they're not faulty, just cheap, and you're looking at a change of mind return. You might struggle to return the beds as you have clearly used them. Any mattresses will be non-returnable for a refund if they have been used and the protective plastic removed. Ikea might be more forthcoming if you were to exchange but it doesn't sound like that is what you want to do.

They don't have to be faulty. The legislation stipulates that you have a right to return a product if it is not of satisfactory quality or unfit for purpose. I am not satisfied with the quality of the beds and given that none of us can sleep on them (the purpose of a bed) they are also unfit for purpose. This isn't a change-of-mind return. The mattresses we are happy to keep.


EDIT: I chose the title of the thread for the sake of concision.

leitmotif

Bogalot wrote: »

They didn't need to admit they were the cheapest quality ones, you knew that when you were buying them.

We didn't know that, as the beds came with the bed slats. Plus we bought online, so didn't get to try them out beforehand.

Bogalot

leitmotif wrote: »

We didn't know that, as the beds came with the bed slats. Plus we bought online, so didn't get to try them out beforehand.

Which model is it? Most allow you to select the slats you want.

You're not helping yourself by selectively quoting and avoiding important questions.

leitmotif

Bogalot wrote: »

Is there a way to better secure them? Which model did you buy?

Have you rang them today to see what they say?

No way of securing them. They sit in the frame. They're not creaking because they can move around. It's more that the wood creaks when there's any weight and movement on it, even a 4-year-old child.


It's the Flaxa bed, which comes with the Luröy slats.


Will be phoning them after lunch. Working on end-of-year accounts first and posting here to see if anyone has been asked to dismantle stuff when returning products.