Ikea going back on their refund

Jumblebumble

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?

Although the timeline here is very confusing
Did the OP have the complete bed including both frame parts before ordering the new bed?

Aylesbury_Duck

Jumblebumble wrote: »

Although the timeline here is very confusing
Did the OP have the complete bed including both frame parts before ordering the new bed?

I think so. I think the timeline is as follows:

1. One half of the new bed arrives.
2. OP rings IKEA to complain and IKEA agrees a refund. This makes sense because at this point, the replacement bed was "faulty" (incomplete). A refund with no collection charge was the right offer from IKEA.
3. Shortly after that call, the second half arrived and OP accepted it. I think this was OP's first mistake. She should have rejected the second parcel because she'd already agreed a refund. Now she has a complete bed.
4. On the same Sunday as (3), OP goes out and buys another bed from the store in person - second mistake?
5. On Monday, OP calls to sort the return of the two parcels which IKEA no longer consider faulty (they're not because they make up a complete bed), so insist she must pay the collection charge.

What's not completely clear is whether I've got 3 and 4 the wrong way around. Did OP go out and buy the new bed before the second half arrived, or did she go out and buy it after the second parcel arrived and with the assumption that IKEA would still refund?

Having now finally got my head around things (I think!), it's possible that IKEA have acted incorrectly here. If they agreed a return and refund for the half-bed and OP subsequently went out and bought a new one in person, I think they should honour that agreement. The situation has been complicated by the arrival (before or after the third bed was bought!) of the second half of the second bed. OP should have either rejected the second half delivery or accepted it and rung IKEA to cancel the return. I wonder whether OP has explained the situation as poorly to IKEA as she has on here and that's what's caused the stalemate?

I need a lie down now. OP, can I have one of your many beds?

Bexgrossman

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.

No as I said the bed was faulty, they half replaced, I got sick of talking to the delivery driver and being on hold to ikea (had to let delivery driver go) so I just asked for a refund.

Bexgrossman

Aylesbury_Duck wrote: »

I think so. I think the timeline is as follows:

1. One half of the new bed arrives.
2. OP rings IKEA to complain and IKEA agrees a refund. This makes sense because at this point, the replacement bed was "faulty" (incomplete). A refund with no collection charge was the right offer from IKEA.
3. Shortly after that call, the second half arrived and OP accepted it. I think this was OP's first mistake. She should have rejected the second parcel because she'd already agreed a refund. Now she has a complete bed.
4. On the same Sunday as (3), OP goes out and buys another bed from the store in person - second mistake?
5. On Monday, OP calls to sort the return of the two parcels which IKEA no longer consider faulty (they're not because they make up a complete bed), so insist she must pay the collection charge.

What's not completely clear is whether I've got 3 and 4 the wrong way around. Did OP go out and buy the new bed before the second half arrived, or did she go out and buy it after the second parcel arrived and with the assumption that IKEA would still refund?

Having now finally got my head around things (I think!), it's possible that IKEA have acted incorrectly here. If they agreed a return and refund for the half-bed and OP subsequently went out and bought a new one in person, I think they should honour that agreement. The situation has been complicated by the arrival (before or after the third bed was bought!) of the second half of the second bed. OP should have either rejected the second half delivery or accepted it and rung IKEA to cancel the return. I wonder whether OP has explained the situation as poorly to IKEA as she has on here and that's what's caused the stalemate?

I need a lie down now. OP, can I have one of your many beds?

Yes that’s right. I also had to go back to bed and I called partner to ask him what he wanted to do, but couldn’t get the call to connect. As IKEA had already decided to return the bed and collection was returned I didn’t want to mess that about.

Yes I should have not accepted the bed but I didn’t want to make life harder for the delivery drivers, they are only doing their job (badly). Plus Ikea seemed quite friendly the first time that I thought I was doing the right thing.

Bexgrossman

Aylesbury_Duck wrote: »

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.


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?

The big point is IKEA already agreed for a full refund and return,

Thanks. The bed frame is in packaging, the bed slats have been made up. For some reason you can’t return just the base.

It really seems like you are at the mercy of whatever the manager feels. I did ask the store returns counter who weren’t clear:

Aylesbury_Duck

Bexgrossman wrote: »

Yes that’s right. I also had to go back to bed and I called partner to ask him what he wanted to do, but couldn’t get the call to connect. As IKEA had already decided to return the bed and collection was returned I didn’t want to mess that about.

Yes I should have not accepted the bed but I didn’t want to make life harder for the delivery drivers, they are only doing their job (badly). Plus Ikea seemed quite friendly the first time that I thought I was doing the right thing.

Another bed? How many have you got?! It sounds like you’re living in a furniture store.

Bexgrossman

Aylesbury_Duck wrote: »

Another bed? How many have you got?! It sounds like you’re living in a furniture store.

Sorry to hear you don’t have a spare room in your house

Bexgrossman

Jumblebumble wrote: »

Although the timeline here is very confusing
Did the OP have the complete bed including both frame parts before ordering the new bed?

Timeline is the same. I tried to condense.

No when the new bed was purchased Ikea had already agreed to a refund.

[Deleted User]

Bexgrossman wrote: »

I also had to go back to bed

So did I..after reading through this thread!

Just pay for the uplift or return the replacement.....

Aylesbury_Duck

Bexgrossman wrote: »

Sorry to hear you don’t have a spare room in your house

:rotfl:

If you have a spare room with a spare bed, why the urgency to rush out and buy yet another new one?