Ikea unfulfilled order

irwills

Hi everyone,

We placed an online order for an IKEA sofa back in November and were given a delivery date in mid January. The delivery date came and went but the sofa did not arrive and after calling IKEA helpline I was informed that they had no stock available and my options were either to wait an unknown amount of time for the missing item on the order to arrive, or to cancel and receive money back. We said we would think about it and get back to them. 24 hours later we received an e-mail saying the order was cancel and we would receive a partial refund as items had already been delivered. I called the following day to cancel the cancellation saying that we intended to wait for stock availability.

I was told to check availability myself and call them when I saw the item showing as available online (which is frankly ridiculous). Yesterday I noticed that the item was available to order for delivery in two weeks so I called them only to be told that the stock was available but not at the distribution that delivers to my postcode and absolutely impossible to make any exceptions on this. 

This whole experience has been frustrating for many reasons, 1) not informed sofa wouldn't be delivered 2) they have had money for said sofa for 3 months and are unable to supply item 3) they cancelled without consulting and weren't intending to refund a part which has already been delivered that is useless without the rest of the items

What is most annoying though is that they will take an order today for the same item and deliver to another customer despite telling me they are unable to fulfill an order placed months ago. 

Do I have any rights here? It's almost like a pyramid scheme where they can take customer money for items that will never be delivered

[Deleted User]

It's almost like a pyramid scheme where they can take customer money for items that will never be delivered

If it was a pyramid scheme, you'd need to be signing up more customers yourself and taking their money, but hopefully, you're not doing that.

What is the item that you've received and they're not refunding? You suggest that it's unusable without the sofa - is it some kind of accessory?

It would seem sensible to return that for a refund, if that's possible, depending on the item and your contract. 

Aylesbury_Duck

If the sofa and this other item were bought together, then your rights are to return the other item for a refund.  If you've been using it, it's a different story.

Other than that, you've had what you're entitled to: a refund for an item they don't have or aren't prepared to deliver to you.  It's been messy customer service, so you can choose to buy elsewhere in future.

irwills

Aylesbury_Duck said:

If the sofa and this other item were bought together, then your rights are to return the other item for a refund.  If you've been using it, it's a different story.

Other than that, you've had what you're entitled to: a refund for an item they don't have or aren't prepared to deliver to you.  It's been messy customer service, so you can choose to buy elsewhere in future.

Thanks - I assume they will accept a return and refund on the item that has already been delivered as everything was purchased together and it is still in original packaging. That's more hassle for me though as I need to arrange the return.

My issue is really that I placed an order in good faith that it would be delivered when available. Given there is a global supply chain issue I understand that delays are out of their hands but in this case they have the stock and someone else can go online and place an order for the same product. They decide which distribution centres receive stock and should surely look to fulfill any orders they have accepted rather than make items available for sale in another area

irwills

Deleted_User said:

It's almost like a pyramid scheme where they can take customer money for items that will never be delivered

If it was a pyramid scheme, you'd need to be signing up more customers yourself and taking their money, but hopefully, you're not doing that.

What is the item that you've received and they're not refunding? You suggest that it's unusable without the sofa - is it some kind of accessory?

It would seem sensible to return that for a refund, if that's possible, depending on the item and your contract. 

The order was for a sofa bed and they delivered the mattress section. Can't be used unless you have the rest of the sofa bed!

Pyramid scheme is a bad comparison but they have had £1,000+ for this order since November. Delays are unavoidable sometimes but it seems they don't want to complete on the order - They already told me they have the stock to fulfiull but it is in the "wrong" distribution centre. If there were another 100 customers in similar position they have £100,000 working capital to use short term for free

theonlywayisup

irwills said:

Deleted_User said:

It's almost like a pyramid scheme where they can take customer money for items that will never be delivered

If it was a pyramid scheme, you'd need to be signing up more customers yourself and taking their money, but hopefully, you're not doing that.

What is the item that you've received and they're not refunding? You suggest that it's unusable without the sofa - is it some kind of accessory?

It would seem sensible to return that for a refund, if that's possible, depending on the item and your contract. 

The order was for a sofa bed and they delivered the mattress section. Can't be used unless you have the rest of the sofa bed!

Pyramid scheme is a bad comparison but they have had £1,000+ for this order since November. Delays are unavoidable sometimes but it seems they don't want to complete on the order - They already told me they have the stock to fulfiull but it is in the "wrong" distribution centre. If there were another 100 customers in similar position they have £100,000 working capital to use short term for free

Whilst it is a PITA that you don't have your order, there are serious supply chain issues and Ikea have been quite vocal about theirs.  They cannot deliver what they don't have available in your area.

Your 'rights' are to return the part you do have for a full refund of the order.  

Ergates

irwills said:

My issue is really that I placed an order in good faith that it would be delivered when available. Given there is a global supply chain issue I understand that delays are out of their hands but in this case they have the stock and someone else can go online and place an order for the same product. They decide which distribution centres receive stock and should surely look to fulfill any orders they have accepted rather than make items available for sale in another area

Unless the website is wrong.  Or any orders placed now till be even further back in the queue than yours.

bris

They do want to fullfill it but they cant. The couldn't care about the £100,000 working capitital, they make that selling wooden spoons everyday.

The fact is like everyone else they have serious supply issues beyond their control, We waited 6 months for an office dest that was needed to match the one we bought thinking it would be in stock soon but even ikea cant keep up with demand in this climate.

irwills

Whilst it is a PITA that you don't have your order, there are serious supply chain issues and Ikea have been quite vocal about theirs.  They cannot deliver what they don't have available in your area.

Your 'rights' are to return the part you do have for a full refund of the order.  

Thank you. Perhaps I am too personally involved to see this objectively, but isn't there an onus once a company accept an order (and crucially require payment upfront) for them to operate on best endeavours basis. They have confirmed their supply chain issues have not prevented them obtaining the stock in another distribution centre and that they are offering to sell it to a new customer. Isn't it fair to expect they would have made that stock available to a customer whose order they already accepted first? I very much doubt each distribution centre operates independently

pinkshoes

Can you get the one they have goy delivered to someone you know in that area or a particular store then you hire a van and collect? Perhaps they will give a £50 good will gesture for the hassle?

I'd just tell them to cancel the entire order and collect the mattress at your convenience.

sheramber

The OP isn't  in a queue as the order has been cancelled- probably because they do not know when they will have stock available.

Ikea have a 365 day return policy.