In dispute with IKEA. over sofa

annie_cardiff

I purchased 2 two seater sofas in 2020 costing £890 , during the first 2 years of use the cushions were becoming uncomfortable due to the springs coming through the wadding . I rang cust services and they arranged for an independant assesment . The cushions were replaced on his recommendation. 
The past few months the same thing was happening so I rang their cust services and explained my issue , as they no longer make these sofas they told me they would arrange to collect them  and arrange a refund ,they were collected 3 days ago , I was to phone back after 24 hrs for refund to be done over a secure line due to them not able to take card details over the phone.
I rand as required and was told that on the case notes it was deemed there was no fault with them ! Advised to go into store to speak to them which I did , unfortunately there was nobody available to help so was asked to return the next day to speak to a manager who would be informed of the problem . I was not happy but assured the manager would deal with it .
I arrived instore at 11 and told manager was in a meeting but she had told the cust services person that I could only have a like for like product or my old one back !!!!!! In the meantime I rang my credit card company for advice and they sent me a claim form . The form requires a report from them on the sofa and or photos . Ikea told me they do not do a report and the person was wrong to tell me I would be refunded , I insisted they provide evidence of the report but it was like talking to a brick wall . 
I looked at the 2 "like for like" sofas and decided on the only one that would fit in my space although I really did not like it very much , went to desk to order and told not in stock !
I was there over 2 hours today and an hour yesterday with no joy , anyone with any advice on this please before I lose the will to live !!!!

Aylesbury_Duck

Not much advice to give other than to persevere, because they've clearly acknowledged the fault, irrespective of what the notes say, why else would they be offering you replacements, unless a goodwill exchange?  They can't provide an exact replacement, so that leaves a depreciated refund or a swap to similar sofas.  After four years' use, the swap is probably your best bet.  A depreciated refund would give you a contribution to new sofas, so even if they were prepared to refund, you would probably have to pay extra to buy the sofas you want.

Unless you really dislike the most suitable replacements, I'd grab that offer.  It's a good one.  If you don't want that, keep pushing for a refund but be aware that it might be something as low as 50% of what you paid.

the_lunatic_is_in_my_head

Hello OP

If you Google CEO email and search that site for IKEA there is an email contact for a higher level of customer service. They do reply and may be of more assistance.