Ikea IT issue

Shaken_not_Stirred

Hi All,
Was in Ikea Glasgow 3/8. My sister was purchasing wardrobes and as she was paying for the items there was an IT issue that aborted her transaction. After an hour at CS desk they confirmed that the order had been cancelled however they could not stop the financial transaction at the store and apologised as it appears the payment had been put through twice ! They had escalated and would be resolved quickly
She confirmed with bank and sure enough two pending transactions for over £1200.
One week on , daily calls to Ikea , one attempt 4 days after purchase by Ikea to cancel them with the bank ( Ikea didn’t give sufficient info for bank to cancel ) and the transactions are still pending. This effectively means she cannot access this money in her bank.
They advised her case had been escalated on Friday and new email would be sent to the bank to cancel.
Bank have advised that in a few days they will drop the pending transactions and funds can be accessed however unless Ikea send a correct email to cancel they can re-request funds for up to a year.
The matter I’m sure will be resolved soon
Any advice on next steps ?
Would she have any rights to compensation for the stress , calls and not being able to access her money in the bank ?

SHAFT

You won't get any comp for stress.

Gavin83

Shaken_not_Stirred wrote: »

compensation for the stress

No.

Shaken_not_Stirred wrote: »

calls

How much has this actually cost?

Shaken_not_Stirred wrote: »

and not being able to access her money in the bank ?

Did she suffer any financial issues due to this?

Shaken_not_Stirred

Thanks for the reply’s
She has a call package so unsure how you would calculate cost
No bank charges however if funds aren’t released next week she may have :mad:
Seems so unfair that due to errors by Ikea she had been put through all this inconvenience , broken promises of call backs and stress etc
But other than phone calls or bank charges she has no redress on them.
Heyho who says life is fair :mad:

theonlywayisup

Indeed, compensation is down to costs. As there aren't any then it means nil compensation. That is not to say you shouldn't ask/seek a payment for goodwill due to the palaver.

eddddy

Shaken_not_Stirred wrote: »

She has a call package so unsure how you would calculate cost

The idea is that you would claim for additional costs incurred.

If she has a call package, no additional costs were incurred - so nothing to claim for in that respect.

Shaken_not_Stirred

[QUOTE=theonlywayisup;76140591palaver.[/QUOTE]
Love! That word and yes she will be sending an appropriately worded complaint

Thank you for your reply’s

pinkshoes

eddddy wrote: »

The idea is that you would claim for additional costs incurred.

If she has a call package, no additional costs were incurred - so nothing to claim for in that respect.

I think it would be fair to bill them for time spent chasing this.

The call log will state how long they have been on the phone to them, so this time period charged at say £10/hour.

The calls were free so no loss there.
No other actual losses.