IKEA Click and Collect Items Not Picked, None Left?

GSP

If they take your money and can’t guarantee the stock, is there a legal issue here?
I would have thought payment should only be taken at the earliest once they send a confirmation email.
As a consumer, there seems to be a lack of protection here?

GSP

IKEA said at the store on Monday evening our order would be cancelled and we would be refunded. I asked them twice that night is the order cancelled now and they said yes.
Had an email two days ago which said we will get the cushions on 27/9 and send them out.
What?? They said they had cancelled the order! We don’t need them now. Fume factor just gets higher!

GSP

We phoned Ikea last Monday. As of today our money is still not back in our account 15 days after the order was supposedly cancelled.
Are there a certain amount of days we can escalate this to another level, and who? Thanks

robatwork

GSP said:

We phoned Ikea last Monday. As of today our money is still not back in our account 15 days after the order was supposedly cancelled.
Are there a certain amount of days we can escalate this to another level, and who? Thanks

Start with Odin, Frigg, Thor, Loki, Balder, Hod, Heimdall and Tyr 

GSP

robatwork said:

GSP said:

We phoned Ikea last Monday. As of today our money is still not back in our account 15 days after the order was supposedly cancelled.
Are there a certain amount of days we can escalate this to another level, and who? Thanks

Start with Odin, Frigg, Thor, Loki, Balder, Hod, Heimdall and Tyr 

They aren’t listening to me either robatwork!

GSP

Still nothing!
How long can these people keep my money for my goods they gave away?
They said 5-7 business days for the refund, but it’s gone on longer than that. Any Consumer rights?

robatwork

Not looking great for the customer service:


This reads as - we're too busy/understaffed so instead call and hang on the phone for 2 hours. 

It's shoddy when a company doesn't publish an obvious and easy to use complaint route. Google tells me the UK boss is

Peter.Jelkeby@ikea.com

You could try a formal and brief complaint email to him. Keep it simple with just the bare facts  "It was agreed I would get a refund for xxxx on the xx-xx-xxxx and no refund has arrived. Please help." etc

GSP

robatwork said:

Not looking great for the customer service:


This reads as - we're too busy/understaffed so instead call and hang on the phone for 2 hours. 

It's shoddy when a company doesn't publish an obvious and easy to use complaint route. Google tells me the UK boss is

Peter.Jelkeby@ikea.com

You could try a formal and brief complaint email to him. Keep it simple with just the bare facts  "It was agreed I would get a refund for xxxx on the xx-xx-xxxx and no refund has arrived. Please help." etc

Thanks very much robatwork. Really good of you to send this through.
Just as I was on this site, my wife was already in touch with IKEA again. After giving them the incident number, they said the refund should be processed today. If it’s not been credited in two days then they said to contact them again. They did say whoever told you the refund would take 5-7 days was wrong. It should have been 14 days apparently?
We’ll see if the money goes back on. I’m not holding my breath.