Rejecting Ikea goods due to partial non-delivery

ripplyuk

I ordered three wardrobes from IKEA. They arrived on 7th Feb (after endless hassle with delivery). One was delivered broken so I contacted Ikea the same day to ask for a replacement, which they agreed to. They also told me that I didn’t need to return the broken one and I could just dump it. Since then I’ve been messed about daily by their delivery company. They didn’t show up but marked the item as delivered so I had to contact Ikea and explain everything and reschedule. They now keep doing the same thing. I’m fed up and would prefer to purchase the wardrobes elsewhere. All three were part of the same order so am I entitled to a refund for all three? They are matching so I don’t want to keep any. I don’t have the packaging because there was a huge amount of it and I’ve no space to store it. 

visidigi

ripplyuk said:

I ordered three wardrobes from IKEA. They arrived on 7th Feb (after endless hassle with delivery). One was delivered broken so I contacted Ikea the same day to ask for a replacement, which they agreed to. They also told me that I didn’t need to return the broken one and I could just dump it. Since then I’ve been messed about daily by their delivery company. They didn’t show up but marked the item as delivered so I had to contact Ikea and explain everything and reschedule. They now keep doing the same thing. I’m fed up and would prefer to purchase the wardrobes elsewhere. All three were part of the same order so am I entitled to a refund for all three? They are matching so I don’t want to keep any. I don’t have the packaging because there was a huge amount of it and I’ve no space to store it. 

Had you not opened the others you would have had your right to reject.

Have you actually built the two you did get intact?

ripplyuk

visidigi said:

ripplyuk said:

I ordered three wardrobes from IKEA. They arrived on 7th Feb (after endless hassle with delivery). One was delivered broken so I contacted Ikea the same day to ask for a replacement, which they agreed to. They also told me that I didn’t need to return the broken one and I could just dump it. Since then I’ve been messed about daily by their delivery company. They didn’t show up but marked the item as delivered so I had to contact Ikea and explain everything and reschedule. They now keep doing the same thing. I’m fed up and would prefer to purchase the wardrobes elsewhere. All three were part of the same order so am I entitled to a refund for all three? They are matching so I don’t want to keep any. I don’t have the packaging because there was a huge amount of it and I’ve no space to store it. 

Had you not opened the others you would have had your right to reject.

Have you actually built the two you did get intact?

That’s a shame. It was meant to be a matching triple wardrobe and it will look awful having one different. 

Yes, I’ve built the other two.

swingaloo

Be better to insist that Ikea deliver a correct one rather than have one different. Was the entire thing damaged? I thought each part was in a separate package?

ripplyuk

swingaloo said:

Be better to insist that Ikea deliver a correct one rather than have one different. Was the entire thing damaged? I thought each part was in a separate package?

The back panel was damaged so they have to send a new frame out. The door was packaged separately and wasn’t damaged. 

It’s the delivery company that is the problem. 

the_lunatic_is_in_my_head

As you’ve accepted a replacement they must provide one within a reasonable time and without significant inconvenience.

If that doesn’t occur you may reject, you may either reject just the item with a problem or the whole order (opening stuff has no bearing on the matter).

Ikea should collect unless you have agreed to return (you’ll have to check what their returns info says, “faulty” goods are sometimes detailed in the Terms and Conditions page in full).

Lack of packaging in theory isn’t a problem but if you have to return can you take them back to a store? 

As above replacement is best here, have you tried the CEO email contact on the CEO website? They should reply within a couple of days (or at least did 2 years ago when I used it). 

ripplyuk

@the_lunatic__is_in_my_head, I had a look at the CEO email site but the only one I can find for Ikea is their ‘Country manager’. Is that the right person to contact? 

Getting a replacement is definitely causing significant inconvenience. Ikea keep telling me that they have no control over the delivery company so they can’t help. Since the delivery company keep marking it as delivered, I’m also worried Ikea will take their word for it. So far, they have eventually admitted each time that they didn’t deliver and rescheduled it but that hasn’t been easy. 

The nearest store is about 40 miles from me so I wouldn’t be able to take them there. It says on their website that they will collect bulky items, for free if faulty but I imagine that’s using the same delivery company who are currently messing me around. 

the_lunatic_is_in_my_head

ripplyuk said:

@the_lunatic__is_in_my_head, I had a look at the CEO email site but the only one I can find for Ikea is their ‘Country manager’. Is that the right person to contact? 

@ripplyuk Yes try that one

Is the courier DX? 

ripplyuk

the_lunatic_is_in_my_head said:

ripplyuk said:

@the_lunatic__is_in_my_head, I had a look at the CEO email site but the only one I can find for Ikea is their ‘Country manager’. Is that the right person to contact? 

@ripplyuk Yes try that one

Is the courier DX? 

Thanks. I’ll email them. 

No, the courier is Breezemount. 

the_lunatic_is_in_my_head

ripplyuk said:

the_lunatic_is_in_my_head said:

ripplyuk said:

@the_lunatic__is_in_my_head, I had a look at the CEO email site but the only one I can find for Ikea is their ‘Country manager’. Is that the right person to contact? 

@ripplyuk Yes try that one

Is the courier DX? 

Thanks. I’ll email them. 

No, the courier is Breezemount. 

Not heard of them, hopefully a higher level of CS ay Ikea will get this sorted for you.