IKEA Click and Collect Items Not Picked, None Left?

user1977

Brie said:

y3sitsm3 said:

Oh God, not another one of these "they're talking tiny amounts of people's money to invest in the stock market" conspiracy theories.

They're not doing that, they're placing an authorisation hold on the funds. They don't get any access to the funds when they do this and even if they did debit the funds it'd take several days to actually get them.  It is not instantaneous, by any stretch of the imagination.

If there is a refund to be made that's because they have the OP's money.  

And yes some companies do make money as I described.  Particularly multinationals who have access to a lot of funds.  Not a conspiracy theory, just business practice on a very large scale.

The real advantage to the retailer is that they've got the sale, rather than allow you another few days to shop around or not bother visiting the store. A few customers changing their mind is going to be worth a lot more than whatever interest they're gaining (or not having to pay) by getting the money in earlier.

y3sitsm3

GSP said:

y3sitsm3 said:

GSP said:

y3sitsm3 said:

GSP said:

y3sitsm3 said:

GSP said:

Interesting responses and thanks for your posts.
If they can’t guarantee you will get the stock why do they take your money in the first place?

They presumably don't "take" your money, they place an authorisation hold on the amount.

They have, it’s gone from my account and I have now got to be out of pocket waiting for a refund. I feel like they have broken a contract of sorts, or received my money out of false pretences. There should be protections for the consumer on things like this. I can imagine IKEA ‘holding’ a fair chunk of people’s money before they give it back.

So there's a charge on your statement (not pending transactions) showing IKEA?

Yes.It says IKEA Ltd Shop Online London.

Strange, your post seems to imply this happened in the last day or so given you're waiting 5-7 days for a refund and card payments typically take 5-7 days for a refund.

Well there are the details. It’s on my credit card now. And a wasted round trip of 40 miles to boot, you can see I am hacked off. 

So when exactly did this happen?

GSP

y3sitsm3 said:

GSP said:

y3sitsm3 said:

GSP said:

y3sitsm3 said:

GSP said:

y3sitsm3 said:

GSP said:

Interesting responses and thanks for your posts.
If they can’t guarantee you will get the stock why do they take your money in the first place?

They presumably don't "take" your money, they place an authorisation hold on the amount.

They have, it’s gone from my account and I have now got to be out of pocket waiting for a refund. I feel like they have broken a contract of sorts, or received my money out of false pretences. There should be protections for the consumer on things like this. I can imagine IKEA ‘holding’ a fair chunk of people’s money before they give it back.

So there's a charge on your statement (not pending transactions) showing IKEA?

Yes.It says IKEA Ltd Shop Online London.

Strange, your post seems to imply this happened in the last day or so given you're waiting 5-7 days for a refund and card payments typically take 5-7 days for a refund.

Well there are the details. It’s on my credit card now. And a wasted round trip of 40 miles to boot, you can see I am hacked off. 

So when exactly did this happen?

Done click and collect Sunday. Went to the store in the allocated time next day Monday evening.

born_again

GSP said:

Done click and collect Sunday. Went to the store in the allocated time next day Monday evening.

CC systems do not debit accounts over the weekends. Unlike Bank accounts, CC are not real time updates. Just do a cash withdrawal & it will take could of days to show on the statement (available balance will go down though) Unlike your bank account where it will show straight away.
So it will only be a authorisation. Which will never actually debit on to a statement.

GSP

born_again said:

GSP said:

Done click and collect Sunday. Went to the store in the allocated time next day Monday evening.

CC systems do not debit accounts over the weekends. Unlike Bank accounts, CC are not real time updates. Just do a cash withdrawal & it will take could of days to show on the statement (available balance will go down though) Unlike your bank account where it will show straight away.
So it will only be a authorisation. Which will never actually debit on to a statement.

It’s on my statement and added to the debt on the card I owe?

Dazed_and_C0nfused

I think the op can tell whether the amount has been debited for real or not.

And having read IKEA's website I have to agree, I would be cheesed off if I'd got a confirmation email and travelled 40 miles to be told tough the item(s) we told you were ready aren't really.

Assuming they received the second email and weren't relying on the first one.

https://www.ikea.com/gb/en/customer-service/services/click-collect/

GSP

Dazed_and_C0nfused said:

I think the op can tell whether the amount has been debited for real or not.

And having read IKEA's website I have to agree, I would be cheesed off if I'd got a confirmation email and travelled 40 miles to be told tough the item(s) we told you were ready aren't really.

Assuming they received the second email and weren't relying on the first one.

https://www.ikea.com/gb/en/customer-service/services/click-collect/

Yes we did not get the second email and I acknowledge that. But until then if they can’t give the goods to me why did they debit my account? Surely the debit should go through when the second email is sent?
Is there a legal issue here?

jon81uk

I get the impression too that IKEA designed the click and collect system for lockdown when the store was closed. Therefore picking items once you arrive isn’t too bad as it’s only other customers with click and collect so the stock levels can be managed and your stock is removed from the website stock count so it shouldn’t sell twice. 

Now customers are in the stores too there is the issue with people walking in to purchase so they would need to have someone physically go and reserve stock rather than just digitally.

Best simple solution I think would to just stop click and collect. Either go into the store or get home delivery.

GSP

jon81uk said:

I get the impression too that IKEA designed the click and collect system for lockdown when the store was closed. Therefore picking items once you arrive isn’t too bad as it’s only other customers with click and collect so the stock levels can be managed and your stock is removed from the website stock count so it shouldn’t sell twice. 

Now customers are in the stores too there is the issue with people walking in to purchase so they would need to have someone physically go and reserve stock rather than just digitally.

Best simple solution I think would to just stop click and collect. Either go into the store or get home delivery.

Yes agree Jon, something needs to change because there’s a process there that’s ‘broken’. I can’t believe IKEA leaving this unaltered and upsetting so many of their customers. I also said to the IKEA customer services person who was dealing with me on Monday at the store it’s not fair on them having to deal with complaints and anger from upset customers like me. 

IKEA have a duty on both sides of the counter to alter this.

pulliptears

B&Q work like this too (or used to)
Click and collect stock levels were based on figures downloaded from the stores at midnight the evening before, so if you ordered something it remained on the shelf until picked, often being sold before the pickers get to it.
Daft system really.  I've fallen foul of it in B&Q and with Dunelm myself.