Ikea going back on their refund

Bexgrossman

A couple of months ago I bought a bed frame and mattress from I Ikea. Bed frame was faulty so I asked for an exchange of the frame. The delivery drivers took the old frame and exchanged it just one box. Delivery note said there should be two boxes delivered. Delivery drivers wouldn’t budged so I signed for the delivery and wrote “only one box”.

I call Ikea, explain that not everything was delivered and can I have a refund of the product as I need a bed tonight and I wanted to go and buy one. No problem, refund arranged and they will collect Saturday.

After I made the call to Ikea the delivery drivers came back with the missing item. I accepted the item and made a mental note to call Ikea.

On Monday evening I call Ikea and explain the extra item has arrived but I still want a refund and can I got along with the refund, but change the delivery time (mistake on their part). I then get told that I will be charged collection fee for the return as it’s now not a faulty return. I dispute the charge and he decides he will no longer honour the refund in any form.

So where do I stand? Ikea doesn’t have a customer service/complains number and despite me saying to the Ikea employee I have the receipt of the new bed, cctv of the delivery drivers not delivering everything and the call log made.... he still claimed fraud on my part.

So what can I do?

Also what does their 365 day return policy actually mean.

Aylesbury_Duck

Bexgrossman wrote: »

Had a fault bed frame delivered to myself. The bed frames paint was missing in some areas and also had strands of stuff under the paint. All in all, a bad paint job.

Ikea accepted the exchange and I received a return/exchange on Sunday. However the delivery people only gave me one parcel despite me saying there should be two. So I called Ikea, explained the situation and asked for a complete refund. Not a problem. I requested a afternoon slot and ended the call.

However I received an sms saying the delivery would be done in the morning and I didn’t want to wake up early. So I called today to explain the delivery driver bought back the extra parcel and I want to change the time on Saturday to collect the items.

The Customer service operator than said I could return the items for a fee. I said no, we had arranged on Sunday for a refund for all the items and no fee. He then decided to say I was fraudulently making a return and couldn’t return the item.

So where do I stand now? I don’t want the bed as I went and purchased a new one (from Ikea I’m Sunday and told him I can email the receipt). I don’t need two bed frames.

I think my order has been barred from being returned. IKEA also don’t have a complaints procedure. It’s been more than 14 days since I received the original items.

Sorry, I've read and re-read this and can't get my head around what's happened.

You had a delivery of a replacement bed frame and they collected the faulty one, but they only delivered part of the frame? You want a refund but they've arranged another delivery with you? To deliver what? Do you now have all the parts? But now you want to have them taken away again and in the meantime you've bought another bed?

Perhaps they're as confused as I am!

Bexgrossman

Aylesbury_Duck wrote: »

Sorry, I've read and re-read this and can't get my head around what's happened.

You had a delivery of a replacement bed frame and they collected the faulty one, but they only delivered part of the frame? You want a refund but they've arranged another delivery with you? To deliver what? Do you now have all the parts? But now you want to have them taken away again and in the meantime you've bought another bed?

Perhaps they're as confused as I am!

Yes you got it right

They have decided they won’t refund the bed despite agreeing on Sunday they will. I want a refund as I’ve bought a new bed (ordered in the ship Sunday and delivered by ourselves) from Ikea.

So now I have a bed frame that I don’t need.

Aylesbury_Duck

Bexgrossman wrote: »

A couple of months ago I bought a bed frame and mattress from I Ikea. Bed frame was faulty so I asked for an exchange of the frame. The delivery drivers took the old frame and exchanged it just one box. Delivery note said there should be two boxes delivered. Delivery drivers wouldn’t budged so I signed for the delivery and wrote “only one box”.

I call Ikea, explain that not everything was delivered and can I have a refund of the product as I need a bed tonight and I wanted to go and buy one. No problem, refund arranged and they will collect Saturday.

After I made the call to Ikea the delivery drivers came back with the missing item. I accepted the item and made a mental note to call Ikea.

On Monday evening I call Ikea and explain the extra item has arrived but I still want a refund and can I got along with the refund, but change the delivery time (mistake on their part). I then get told that I will be charged collection fee for the return as it’s now not a faulty return. I dispute the charge and he decides he will no longer honour the refund in any form.

So where do I stand? Ikea doesn’t have a customer service/complains number and despite me saying to the Ikea employee I have the receipt of the new bed, cctv of the delivery drivers not delivering everything and the call log made.... he still claimed fraud on my part.

So what can I do?

Also what does their 365 day return policy actually mean.

Right, so that's clearer.

It seems to me that because you're unwilling to pay the collection charge (which you are obliged to pay because this is a change of mind return rather than for a faulty item) they won't accept the return. If you want your refund you need to let them collect the bed and pay their collection charge. If you're not prepared to fulfil your obligations they don't have to help.

It's all very clear in their policy terms.

Bexgrossman

Aylesbury_Duck wrote: »

Right, so that's clearer.

It seems to me that because you're unwilling to pay the collection charge (which you are obliged to pay because this is a change of mind return rather than for a faulty item) they won't accept the return. If you want your refund you need to let them collect the bed and pay their collection charge. If you're not prepared to fulfil your obligations they don't have to help.

It's all very clear in their policy terms.

No it was a return for a faulty product and it was agreed to return the item because the delivery item didn’t deliver all items and I got sick of calling Ikea/waiting around. Anything that happens after that is irrelevant because we agreeded to the refund.

Now they are refusing to return the item full stop.

Can you also point me to the relevant terms and conditions.

davidmcn

Bexgrossman wrote: »

No it was a return for a faulty product and it was agreed to return the item because the delivery item didn’t deliver all items and I got sick of calling Ikea/waiting around.

No, it sounds like at that point you had changed your mind about having the Ikea bed, rather than allowing them to rectify the problem.

Aylesbury_Duck

Bexgrossman wrote: »

No it was a return for a faulty product and it was agreed to return the item because the delivery item didn’t deliver all items and I got sick of calling Ikea/waiting around.
Can you also point me to the relevant terms and conditions.

Their Ts and Cs include the following:

Returns and Cancellation
You can return new and unused product(s) within 365 days of making your purchase, subject to the limitations set out in these Terms and Conditions. We will give you a refund by the same method as your original payment for products that are returned with proof of purchase in new and unused condition with the original packaging. You are responsible for the cost of returning the product(s) unless the product is faulty or not as described. You can return any product, as long as it's in re-saleable condition.

The bolded part is the bit in question. You are not returning a faulty product. The first bed was faulty, its replacement is not, so you are wanting to return it under their 365 day policy. The bed you want to return is neither faulty or mis-described. There may have been a delay in getting the second package but it was delivered quickly (the same day is what I infer from your description). You being "sick of calling Ikea/waiting around" is irrelevant. They have provided you a complete and non-faulty product.

Anything that happens after that is irrelevant because we agreeded to the refund.

It's not irrelevant. They agreed to refund you subject to you returning the item or having it collected, the cost of which you are liable for. You've refused to pay that collection charge so they have refused to refund you. It's quite straightforward. Unless you can persuade them to do something out of goodwill, you will not get that refund if you aren't prepared to abide by their policy. They may have even decided that having offered you the opportunity to return the item (and you having refused) that they have met their obligation to you and that's the end of the matter.

What you could do of course is return the bed you bought on Sunday for a full refund under the 365 day policy. However, do bear in mind the following, also from their terms and conditions:

We will refund the price you paid for the goods and credit the refund you are due to the credit, debit or gift card that you made payment with. However, please note that we may reduce your refund to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which goes beyond what is necessary to establish the nature, characteristics and functioning of the goods.
In other words, if you've unpacked it, chucked the packaging and slept in it, they may refuse the return or reduce the refund to reflect that.

Edited to add: Looking again at your original timeline, why did you go and buy another bed despite by then, being in receipt of a complete packaged bed?

[Deleted User]

Bexgrossman wrote: »

Ikea going back on their refund

They are not withdrawing their offer of refund, they are saying you must pay for the uplift. If you managed to get your new bed home from the store, could you not return the old one yourself?

I have to say I think you've been the very definition of an awkward customer here.

Complaining, quite rightly, that the original bed was not up to standard and wanting a replacement is one thing, then purchasing another bed and expecting them to uplift the original (for free) is going beyond reasonable expectation. Sounds like you were trying to force the issue and that's the reason you've lost any goodwill there might have been...

peachyprice

Bexgrossman wrote: »

Yes you got it right

I’ve bought a new bed (ordered in the ship Sunday and delivered by ourselves) from Ikea.

So now I have a bed frame that I don’t need.

So why can't you take the unwanted one back yourselves for a refund?

Jumblebumble

davidmcn wrote: »

No, it sounds like at that point you had changed your mind about having the Ikea bed, rather than allowing them to rectify the problem.

Do you think this alleged change of mind and refusal to allow ikea to rectify the issue was before or after IKEA had agreed a refund?

Aylesbury_Duck

Jumblebumble wrote: »

Do you think this alleged change of mind and refusal to allow ikea to rectify the issue was before or after IKEA had agreed a refund?

To be honest the OP hasn't been totally clear with their timeline and they amend their posts so some of what's been advised may have been based on original text.

I suspect IKEA agreed a refund based on their '365 day return policy' terms. When OP subsequently refused to pay the collection charge, IKEA then changed their stance. That's how it played out as I can determine it from the OP's posts.