Ikea complaint going unanswered

eskbanker

born_again said:

Ergates said:

user1977 said:

born_again said:

CFELH said:

I have an ongoing issue with Ikea which I've initially attempted to revolve over their chat. After several failed promises I raised an official complaint with them using the following two email addresses:

• ikea.complaints.gb@ikea.com
• terms.conditions.gb@ikea.com

After still not receiving any response I turned to 'Resolver UK'. It's now been over a month and I've still had no response from Ikea.

Is this normal operating procedure for them, or have I fallen down a black hole. I would be interesting in other peoples experiences with Ikea complaints.

As a aside retailers do not have to have a complaints process.

And I'm not sure in what context there's any difference between a complaint and an "official" complaint.

In the context of a regulated industry, then an "official" complaint would be one that is registered in the organisation's complaints system.

If you went into a bank branch to complain about some aspect of your account (your phone number was wrong, for instance), the branch staff fixed it right then and there and you left satsified, then you'd have had a complaint, but it wouldn't have been an "official" complaint as it was never logged.

In the context of a retailer - there is no such thing.

It would still need to be logged as a complaint. Just it would be completed as resolved.
Failing to do so would be a breach or regulations. As FCA want to see all customer complaints & part of their stats are the number resolved at 1st point of contact.

Personally never get the term "Official" where complaints go. A complaint is a complaint. No other way to describe one.

Conscious that this dialogue is veering further away from OP's issue with an unregulated retailer, but it has been reported that Santander (in the context of their removal of free business banking) have been trying to evade their obligations by creating a spurious 'expression of dissatisfaction', to be treated as a separate entity from an actual complaint....

MyRealNameToo

eskbanker said:

born_again said:

Ergates said:

user1977 said:

born_again said:

CFELH said:

I have an ongoing issue with Ikea which I've initially attempted to revolve over their chat. After several failed promises I raised an official complaint with them using the following two email addresses:

• ikea.complaints.gb@ikea.com
• terms.conditions.gb@ikea.com

After still not receiving any response I turned to 'Resolver UK'. It's now been over a month and I've still had no response from Ikea.

Is this normal operating procedure for them, or have I fallen down a black hole. I would be interesting in other peoples experiences with Ikea complaints.

As a aside retailers do not have to have a complaints process.

And I'm not sure in what context there's any difference between a complaint and an "official" complaint.

In the context of a regulated industry, then an "official" complaint would be one that is registered in the organisation's complaints system.

If you went into a bank branch to complain about some aspect of your account (your phone number was wrong, for instance), the branch staff fixed it right then and there and you left satsified, then you'd have had a complaint, but it wouldn't have been an "official" complaint as it was never logged.

In the context of a retailer - there is no such thing.

It would still need to be logged as a complaint. Just it would be completed as resolved.
Failing to do so would be a breach or regulations. As FCA want to see all customer complaints & part of their stats are the number resolved at 1st point of contact.

Personally never get the term "Official" where complaints go. A complaint is a complaint. No other way to describe one.

Conscious that this dialogue is veering further away from OP's issue with an unregulated retailer, but it has been reported that Santander (in the context of their removal of free business banking) have been trying to evade their obligations by creating a spurious 'expression of dissatisfaction', to be treated as a separate entity from an actual complaint....

And under the current definition of complaints thats fine, most dont want to label something a complaint if it doesnt meet the FCA definition which requires financial loss, material distress or material inconvenience. 

Someone phoning up and the first thing they say after a 5 minutes wait on hold is they hate the hold music... in the old definition that would have to be registered as a complaint but as it doesnt meet the definition as they haven't claimed it caused material distress. So you need a term to refer to those and what they are doing other than complaint. 

eskbanker

MyRealNameToo said:

eskbanker said:

born_again said:

Ergates said:

user1977 said:

born_again said:

CFELH said:

I have an ongoing issue with Ikea which I've initially attempted to revolve over their chat. After several failed promises I raised an official complaint with them using the following two email addresses:

• ikea.complaints.gb@ikea.com
• terms.conditions.gb@ikea.com

After still not receiving any response I turned to 'Resolver UK'. It's now been over a month and I've still had no response from Ikea.

Is this normal operating procedure for them, or have I fallen down a black hole. I would be interesting in other peoples experiences with Ikea complaints.

As a aside retailers do not have to have a complaints process.

And I'm not sure in what context there's any difference between a complaint and an "official" complaint.

In the context of a regulated industry, then an "official" complaint would be one that is registered in the organisation's complaints system.

If you went into a bank branch to complain about some aspect of your account (your phone number was wrong, for instance), the branch staff fixed it right then and there and you left satsified, then you'd have had a complaint, but it wouldn't have been an "official" complaint as it was never logged.

In the context of a retailer - there is no such thing.

It would still need to be logged as a complaint. Just it would be completed as resolved.
Failing to do so would be a breach or regulations. As FCA want to see all customer complaints & part of their stats are the number resolved at 1st point of contact.

Personally never get the term "Official" where complaints go. A complaint is a complaint. No other way to describe one.

Conscious that this dialogue is veering further away from OP's issue with an unregulated retailer, but it has been reported that Santander (in the context of their removal of free business banking) have been trying to evade their obligations by creating a spurious 'expression of dissatisfaction', to be treated as a separate entity from an actual complaint....

And under the current definition of complaints thats fine, most dont want to label something a complaint if it doesnt meet the FCA definition which requires financial loss, material distress or material inconvenience. 

Someone phoning up and the first thing they say after a 5 minutes wait on hold is they hate the hold music... in the old definition that would have to be registered as a complaint but as it doesnt meet the definition as they haven't claimed it caused material distress. So you need a term to refer to those and what they are doing other than complaint. 

Sure, but in these cases there is financial loss, in the form of a new monthly charge being introduced, contrary to the original terms.

CFELH

Thank you all for the responses.

To pick out the salient points from the replies:

• My nearest Ikea is over 100 miles away
• I have also telephoned Ikea (I get the same response; someone will look into it and get back to me).
• There are a few aspects to the complaint.

 

However, I take the following from the replies. Don’t bother with resolver, give Ikea another few weeks and then go down the Section 75 route. Don’t use Ikea again in the future.

eskbanker

CFELH said:

However, I take the following from the replies. Don’t bother with resolver, give Ikea another few weeks and then go down the Section 75 route. Don’t use Ikea again in the future.

I don't think anyone suggested s75 but if that's available for the transaction concerned and there's a breach of contract or misrepresentation then may be an option - likewise chargeback may be viable too.  Retail ADR was suggested....

born_again

MyRealNameToo said:

eskbanker said:

born_again said:

Ergates said:

user1977 said:

born_again said:

CFELH said:

I have an ongoing issue with Ikea which I've initially attempted to revolve over their chat. After several failed promises I raised an official complaint with them using the following two email addresses:

• ikea.complaints.gb@ikea.com
• terms.conditions.gb@ikea.com

After still not receiving any response I turned to 'Resolver UK'. It's now been over a month and I've still had no response from Ikea.

Is this normal operating procedure for them, or have I fallen down a black hole. I would be interesting in other peoples experiences with Ikea complaints.

As a aside retailers do not have to have a complaints process.

And I'm not sure in what context there's any difference between a complaint and an "official" complaint.

In the context of a regulated industry, then an "official" complaint would be one that is registered in the organisation's complaints system.

If you went into a bank branch to complain about some aspect of your account (your phone number was wrong, for instance), the branch staff fixed it right then and there and you left satsified, then you'd have had a complaint, but it wouldn't have been an "official" complaint as it was never logged.

In the context of a retailer - there is no such thing.

It would still need to be logged as a complaint. Just it would be completed as resolved.
Failing to do so would be a breach or regulations. As FCA want to see all customer complaints & part of their stats are the number resolved at 1st point of contact.

Personally never get the term "Official" where complaints go. A complaint is a complaint. No other way to describe one.

Conscious that this dialogue is veering further away from OP's issue with an unregulated retailer, but it has been reported that Santander (in the context of their removal of free business banking) have been trying to evade their obligations by creating a spurious 'expression of dissatisfaction', to be treated as a separate entity from an actual complaint....

And under the current definition of complaints thats fine, most dont want to label something a complaint if it doesnt meet the FCA definition which requires financial loss, material distress or material inconvenience. 

Someone phoning up and the first thing they say after a 5 minutes wait on hold is they hate the hold music... in the old definition that would have to be registered as a complaint but as it doesnt meet the definition as they haven't claimed it caused material distress. So you need a term to refer to those and what they are doing other than complaint. 

We  have to log it as a complaint.

Any expression of dissatisfaction around the business is logged. There are codes logged to certain well complained about things like this, so it does not require war & peace being entered.

Murphybear

TELLIT01 said:

Assuming Ikea has a branch near you, is it worth going there and speaking to their Customer Service desk?  That is also assuming they have one.  I don't go into Ikea as it makes me feel extremely claustrophobic due to the layout.

I have a habit of getting lost in Ikea 😹.  When wandering round I usually end up in the restaurant so can get free tea or coffee (if you have a Family card).  

MyRealNameToo

born_again said:

MyRealNameToo said:

eskbanker said:

born_again said:

Ergates said:

user1977 said:

born_again said:

CFELH said:

I have an ongoing issue with Ikea which I've initially attempted to revolve over their chat. After several failed promises I raised an official complaint with them using the following two email addresses:

• ikea.complaints.gb@ikea.com
• terms.conditions.gb@ikea.com

After still not receiving any response I turned to 'Resolver UK'. It's now been over a month and I've still had no response from Ikea.

Is this normal operating procedure for them, or have I fallen down a black hole. I would be interesting in other peoples experiences with Ikea complaints.

As a aside retailers do not have to have a complaints process.

And I'm not sure in what context there's any difference between a complaint and an "official" complaint.

In the context of a regulated industry, then an "official" complaint would be one that is registered in the organisation's complaints system.

If you went into a bank branch to complain about some aspect of your account (your phone number was wrong, for instance), the branch staff fixed it right then and there and you left satsified, then you'd have had a complaint, but it wouldn't have been an "official" complaint as it was never logged.

In the context of a retailer - there is no such thing.

It would still need to be logged as a complaint. Just it would be completed as resolved.
Failing to do so would be a breach or regulations. As FCA want to see all customer complaints & part of their stats are the number resolved at 1st point of contact.

Personally never get the term "Official" where complaints go. A complaint is a complaint. No other way to describe one.

Conscious that this dialogue is veering further away from OP's issue with an unregulated retailer, but it has been reported that Santander (in the context of their removal of free business banking) have been trying to evade their obligations by creating a spurious 'expression of dissatisfaction', to be treated as a separate entity from an actual complaint....

And under the current definition of complaints thats fine, most dont want to label something a complaint if it doesnt meet the FCA definition which requires financial loss, material distress or material inconvenience. 

Someone phoning up and the first thing they say after a 5 minutes wait on hold is they hate the hold music... in the old definition that would have to be registered as a complaint but as it doesnt meet the definition as they haven't claimed it caused material distress. So you need a term to refer to those and what they are doing other than complaint. 

We  have to log it as a complaint.

Any expression of dissatisfaction around the business is logged. There are codes logged to certain well complained about things like this, so it does not require war & peace being entered.

In my day of dealing with customers we had to too but since the definition changed they didnt. There is no detriment in logging them other than the FTE loss but maybe would help were the customer to claim that they had previously said there was material distress or such. 

Some teams could put in very short descriptions so wasnt too bad, for us in technical claims it was often long and had to be dual keyed in both the claims system and the complaints one. What was worse was the fact at the time we also used to register complaints from a third party which meant everything had to be keyed from scratch as they had no customer record given they weren't our customer. 

Did have to have a discussion with a couple of customers when doing a Part VII transfer that they couldn't register a complaint nor go to the FOS but instead they register an objection which is seen in full by the Independent Expert, the FCA, PRA and High Court plus they can attend the high court hearing and present their objections directly to the judge. Some still wanted to go to the FOS

mr_stripey

CFELH said:

Thank you all for the responses.

To pick out the salient points from the replies:

• My nearest Ikea is over 100 miles away
• I have also telephoned Ikea (I get the same response; someone will look into it and get back to me).
• There are a few aspects to the complaint.

 

However, I take the following from the replies. Don’t bother with resolver, give Ikea another few weeks and then go down the Section 75 route. Don’t use Ikea again in the future.

It's unlikley anyone can add anything to this unless you elaborate on the nature of the complaint.