Ikea Faulty Item Refund

peachyprice

Paragraphs for those blinded by a wall of text

gbarton24 wrote: »

We bought two Brusali wardrobes, paid for picking and delivery back in June and by September both had tilted and started to lean the same way and the top had sagged. One is used very lightly as it's for guests, the other more so but still not a great deal inside and nothing on top.

Ikea arranged a company called ecomaster to assess whether there was and they advised both items were faulty and not fit for purpose due to a total lack of internal support inside and a refund should be processed.

This was in October. We waited a month for Ikea to then ring and say they could do a refund, so they took all my details and said they would do the refund but we would have to dismantle the items and return to store.

This was the first we were told about this and I said why when they've been assessed to be faulty, we were happy to get rid of them in our own time, and also we paid for picking and delivery of the two wardrobes as we couldn't do it ourselves when buying them so we can't return ourselves either. Also the back of both have 150 nails in as instructed so there is no way to safely dismantle them without destroying them in the process.

The customer service guy didn't provide a reason why they need returning even though they admit there's a fault. I asked for the complaints procedure and was told there was none. I gave up with that route and wrote a letter to the UK customer service centre which took two follow up letters and 1 1/2 months for a reply, which came by phone call and we were told the items had to be assessed by Ikea before a refund. I pointed out we were told ecomaster were doing that for Ikea and Ikea accepted the fault after the report was done by ecomaster.

The issue is we can't take the items down ourselves safely or get them to a store. As Ikea have confirmed there is a fault with both can they not just process the refund, its worth £280, and we can deal with getting them down in our own time somehow?

The items will have to be damaged further to get them down so Ikea saying they need to be assessed it pointless as they will be in an even worse state due to their own instructions about putting them up securely.

Also shouldn't they be refunding us for the picking and delivery we paid originally? They aren't budging at all and we are at a loss what to do.

OP, you can't expect a full refund and to keep the items.

Gastines3

Perhaps the fault lies in the buyer not fixing th constructed wardrobe to the wall with the bracket provided? Having bought numerous flat pack items,wardrobes/cabinets/chests etc. from the Ikea Southampton branch,I find if you do the construction properly,and square,all is well. On one occasion having paid for delivery of 6 wardrobes with mirror doors,one door mirror was cracked,one phone call and a replacement was delivered 2 days later!!
If you use a club card at time of purchase any damage in delivery is insured and they have a ONE YEAR return policy,what more do you want?
Relate their sales and service to the majority of U.K. retailers and you can see why they are busy while others are closing down all around.
Not an employee but a regular satisfied customer.

unholyangel

Gastines3 wrote: »

Perhaps the fault lies in the buyer not fixing th constructed wardrobe to the wall with the bracket provided? Having bought numerous flat pack items,wardrobes/cabinets/chests etc. from the Ikea Southampton branch,I find if you do the construction properly,and square,all is well. On one occasion having paid for delivery of 6 wardrobes with mirror doors,one door mirror was cracked,one phone call and a replacement was delivered 2 days later!!
If you use a club card at time of purchase any damage in delivery is insured and they have a ONE YEAR return policy,what more do you want?
Relate their sales and service to the majority of U.K. retailers and you can see why they are busy while others are closing down all around.
Not an employee but a regular satisfied customer.

Those wall fastenings are to prevent it falling over if perhaps a toddler starts climbing on it (wouldn't take the weight of an adult - but then we know better unlike toddlers).

Fastening it to the wall won't stop the construction of it tilting to the side or sagging/bowing. Also they were inspected and the examiner agreed they were faulty.

AndyMc.....

unholyangel wrote: »

Those wall fastenings are to prevent it falling over if perhaps a toddler starts climbing on it (wouldn't take the weight of an adult - but then we know better unlike toddlers).

Fastening it to the wall won't stop the construction of it tilting to the side or sagging/bowing. Also they were inspected and the examiner agreed they were faulty.

That’s the one thing it would stop.

Fosterdog

AndyMc..... wrote: »

That’s the one thing it would stop.

It depends on the type of fastening, some have one fastening in the centre of the top others have two, one in each top corner. Then some use the ribbon type fastening that allows sideways movement but stops it tilting forwards and others have fixed metal brackets that prevent all movement.

If this had the ribbon type then it will still be able to move from side to side.

glentoran99

Ikea terms


For all online purchases returned after 14 days you are responsible for the cost of returning the product(s) unless the product is faulty or not as described, in which case we will refund any reasonable costs you incur in returning it to us. If you are returning your product(s) because they are faulty or incorrect, no collection fee will be charged. We will make any refund due to you as soon as possible and within the following timelines




If you decide to return products to us after you have started to assemble them then you should disassemble them to the extent necessary to allow them to be properly returned. However, if disassembly is reasonably likely to cause damage to an item please leave it assembled and let us know by contacting us or alternatively you can speak to an IKEA Shop Online advisor on 020 3645 0015.


http://www.ikea.com/gb/en/customer-service/terms-and-conditions/