Returning sofa to IKEA

Padkerr

Hello,
Has anyone had any experience of IKEA's return policy? I bought a sofa in July 2019. By October a cushion had lost shape and became permanently pushed in. IKEA sent an inspector round who told me personally that this should not be the case. He filed a report to them which contradicted this somewhat and said the cause of the permanent indentation was from overuse. There is no way he could have known anything about the usage as he never asked. For the record, I work full time, I'm of average build and weight and don't have kids or pets. So evenings and weekends are when it gets used.

The sofa came with a 10 year guarantee. So it started to fail after 4 months but I sat on it literally and metaphorically for longer and reported it after 6. They reluctantly agreed to a complete swap of the sofa. I didn't want this as I envisaged the same problem happening again. The other option was a store credit. This sofa was the only thing I could see in the store that I liked and was of a suitable size for the room. I asked for a complete refund so I could draw a line under it all and buy from somewhere else. They refused to do this.

My question is, do I have a case for a complete refund? Thanks for any information that may help with this.

hollydays

Dealing with Ikea can be a nightmare. Sounds like you got off lightly.

JJ_Egan

What are you claiming under ??
Consumer Rights or the IKEA guarantee ??




IKEA guarantee will depend upon the T&C of that .

Aylesbury_Duck

If you can prove the fault was inherent, you'd be due a refund. As you're claiming on a guarantee rather than through your consumer rights, the terms are those in the warranty which presumably means they can offer a replacement or store credit if they choose to.

The time to dispute the inspector's claim was back in October.

Personally, I'd take the store credit. IKEA have such a massive range of stuff it's the next best thing to cash anyway.

LilElvis

Ask friends, colleagues and family if they want to buy the credit off you.

Padkerr

Thanks to all that responded above. I will pursue further. I don't hold out much optimism. Cheers