Faulty furniture from IKEA... What are my rights?

Florida97

We purchased a set of wooden garden furniture from IKEA costing around £500 18 months ago and the wood has already cracked and warped despite being cared for as per the instructions (covering when not in use, putting away at winter, treating the wood etc.). The furniture is now unsafe to use and has only seen one summer. It was purchased on gift card due to a discount being offered through gift card purchases. I initially called IKEA and logged a complaint, didn't get a call back after 2 months so I chased. I was told it's past the 12 month warranty so there's nothing they can do. Was then told to email as we still weren't happy with the resolution. Same outcome. What should be my next steps and what are my consumer rights with this one? Thanks 

Aylesbury_Duck

Florida97 said:

We purchased a set of wooden garden furniture from IKEA costing around £500 18 months ago and the wood has already cracked and warped despite being cared for as per the instructions (covering when not in use, putting away at winter, treating the wood etc.). The furniture is now unsafe to use and has only seen one summer. It was purchased on gift card due to a discount being offered through gift card purchases. I initially called IKEA and logged a complaint, didn't get a call back after 2 months so I chased. I was told it's past the 12 month warranty so there's nothing they can do. Was then told to email as we still weren't happy with the resolution. Same outcome. What should be my next steps and what are my consumer rights with this one? Thanks 

It's a shame it was bought through gift cards.  A purchase on a credit card would have given an additional route to a resolution.

IKEA are misleading you.  You do have consumer rights, but after 18 months you'll need to commission a report from someone to say that in their opinion, the furniture isn't fit for purpose.  Go back to IKEA with that report and ask for a resolution as per your consumer rights.  They may elect to repair (unlikely), replace or refund.  The refund would be discounted to account for 18 months' use to date, and would be in the same form as original payment, so basically IKEA vouchers.  They should also refund the cost of the report.

Florida97

Aylesbury_Duck said:

Florida97 said:

We purchased a set of wooden garden furniture from IKEA costing around £500 18 months ago and the wood has already cracked and warped despite being cared for as per the instructions (covering when not in use, putting away at winter, treating the wood etc.). The furniture is now unsafe to use and has only seen one summer. It was purchased on gift card due to a discount being offered through gift card purchases. I initially called IKEA and logged a complaint, didn't get a call back after 2 months so I chased. I was told it's past the 12 month warranty so there's nothing they can do. Was then told to email as we still weren't happy with the resolution. Same outcome. What should be my next steps and what are my consumer rights with this one? Thanks 

It's a shame it was bought through gift cards.  A purchase on a credit card would have given an additional route to a resolution.

IKEA are misleading you.  You do have consumer rights, but after 18 months you'll need to commission a report from someone to say that in their opinion, the furniture isn't fit for purpose.  Go back to IKEA with that report and ask for a resolution as per your consumer rights.  They may elect to repair (unlikely), replace or refund.  The refund would be discounted to account for 18 months' use to date, and would be in the same form as original payment, so basically IKEA vouchers.  They should also refund the cost of the report.

Thank you. I'll look into commissioning a report; do you know how I'd go about doing this?

I just want some kind of resolution as I don't feel the product has lasted as long as it should have. Thanks again

Aylesbury_Duck

Florida97 said:

Aylesbury_Duck said:

Florida97 said:

We purchased a set of wooden garden furniture from IKEA costing around £500 18 months ago and the wood has already cracked and warped despite being cared for as per the instructions (covering when not in use, putting away at winter, treating the wood etc.). The furniture is now unsafe to use and has only seen one summer. It was purchased on gift card due to a discount being offered through gift card purchases. I initially called IKEA and logged a complaint, didn't get a call back after 2 months so I chased. I was told it's past the 12 month warranty so there's nothing they can do. Was then told to email as we still weren't happy with the resolution. Same outcome. What should be my next steps and what are my consumer rights with this one? Thanks 

It's a shame it was bought through gift cards.  A purchase on a credit card would have given an additional route to a resolution.

IKEA are misleading you.  You do have consumer rights, but after 18 months you'll need to commission a report from someone to say that in their opinion, the furniture isn't fit for purpose.  Go back to IKEA with that report and ask for a resolution as per your consumer rights.  They may elect to repair (unlikely), replace or refund.  The refund would be discounted to account for 18 months' use to date, and would be in the same form as original payment, so basically IKEA vouchers.  They should also refund the cost of the report.

Thank you. I'll look into commissioning a report; do you know how I'd go about doing this?

I just want some kind of resolution as I don't feel the product has lasted as long as it should have. Thanks again

Have a look in a local directory for someone.  They don't need to hold a particular qualification or status (although that may add weight to any conclusions they draw) so you don't need to be tracking down a material scientist or cabinet maker.  They just need to make a professional judgement on the furniture, whether it was made with suitable material, was it always likely to warp and crack even if treated as per the care instructions, etc.  Maybe a local furniture repair person, for example.

Florida97

Aylesbury_Duck said:

Florida97 said:

Aylesbury_Duck said:

Florida97 said:

We purchased a set of wooden garden furniture from IKEA costing around £500 18 months ago and the wood has already cracked and warped despite being cared for as per the instructions (covering when not in use, putting away at winter, treating the wood etc.). The furniture is now unsafe to use and has only seen one summer. It was purchased on gift card due to a discount being offered through gift card purchases. I initially called IKEA and logged a complaint, didn't get a call back after 2 months so I chased. I was told it's past the 12 month warranty so there's nothing they can do. Was then told to email as we still weren't happy with the resolution. Same outcome. What should be my next steps and what are my consumer rights with this one? Thanks 

It's a shame it was bought through gift cards.  A purchase on a credit card would have given an additional route to a resolution.

IKEA are misleading you.  You do have consumer rights, but after 18 months you'll need to commission a report from someone to say that in their opinion, the furniture isn't fit for purpose.  Go back to IKEA with that report and ask for a resolution as per your consumer rights.  They may elect to repair (unlikely), replace or refund.  The refund would be discounted to account for 18 months' use to date, and would be in the same form as original payment, so basically IKEA vouchers.  They should also refund the cost of the report.

Thank you. I'll look into commissioning a report; do you know how I'd go about doing this?

I just want some kind of resolution as I don't feel the product has lasted as long as it should have. Thanks again

Have a look in a local directory for someone.  They don't need to hold a particular qualification or status (although that may add weight to any conclusions they draw) so you don't need to be tracking down a material scientist or cabinet maker.  They just need to make a professional judgement on the furniture, whether it was made with suitable material, was it always likely to warp and crack even if treated as per the care instructions, etc.  Maybe a local furniture repair person, for example.

Thanks for your help. Unfortunately IKEA are making things difficult and refusing to help even with a report stating the furniture isn't fit for purpose. I've now been directed towards the retail ombudsman to take my complaint further. I'd imagine that'll be a long wait to get it resolved but hopefully will get there in the end!

pinkshoes

Florida97 said:

Aylesbury_Duck said:

Florida97 said:

Aylesbury_Duck said:

Florida97 said:

We purchased a set of wooden garden furniture from IKEA costing around £500 18 months ago and the wood has already cracked and warped despite being cared for as per the instructions (covering when not in use, putting away at winter, treating the wood etc.). The furniture is now unsafe to use and has only seen one summer. It was purchased on gift card due to a discount being offered through gift card purchases. I initially called IKEA and logged a complaint, didn't get a call back after 2 months so I chased. I was told it's past the 12 month warranty so there's nothing they can do. Was then told to email as we still weren't happy with the resolution. Same outcome. What should be my next steps and what are my consumer rights with this one? Thanks 

It's a shame it was bought through gift cards.  A purchase on a credit card would have given an additional route to a resolution.

IKEA are misleading you.  You do have consumer rights, but after 18 months you'll need to commission a report from someone to say that in their opinion, the furniture isn't fit for purpose.  Go back to IKEA with that report and ask for a resolution as per your consumer rights.  They may elect to repair (unlikely), replace or refund.  The refund would be discounted to account for 18 months' use to date, and would be in the same form as original payment, so basically IKEA vouchers.  They should also refund the cost of the report.

Thank you. I'll look into commissioning a report; do you know how I'd go about doing this?

I just want some kind of resolution as I don't feel the product has lasted as long as it should have. Thanks again

Have a look in a local directory for someone.  They don't need to hold a particular qualification or status (although that may add weight to any conclusions they draw) so you don't need to be tracking down a material scientist or cabinet maker.  They just need to make a professional judgement on the furniture, whether it was made with suitable material, was it always likely to warp and crack even if treated as per the care instructions, etc.  Maybe a local furniture repair person, for example.

Thanks for your help. Unfortunately IKEA are making things difficult and refusing to help even with a report stating the furniture isn't fit for purpose. I've now been directed towards the retail ombudsman to take my complaint further. I'd imagine that'll be a long wait to get it resolved but hopefully will get there in the end!

If you have a report stating the furniture was not fit for purpose, you then send Ikea a Letter Before Action, stating that under the Consumer Rights Act 2015, goods have to be fit for purpose. As the furniture is only 18 months old and lasted one season, then it is clearly not fit for purpose, and you have obtained an independent report (copy enclosed) confirming this. You are now seeking either a refund or replacement, plus reimbursement for the independent report, and if they do not give a satisfactory solution within 14 days, you will take them to court.