Ikea complaint

LPBamf

I have an ongoing complaint with IKEA. This is the e-mail I have sent to the CEO which explains it. I went to ADR. They were as bad to get hold of as IKea. They issued a letter and I didn’t understand the outcome. I tried to contact them. 2 time on their dashboard. 1 email, 2 phone calls. No response. When I did get hold of the adr the women on the phone didn’t understand the letter and said she would refer it to her manager. Heard nothing more from her. I don’t know what else I can do. FOS won’t touch it because adr are involved. Citizens advice won’t get in loved because it’s 6 years since the kitchen was bought. I’ve taken to posting on their socials but I don’t actually think they care as I have seen a few people do that and no response. Please help. Any advice would be greatly appreciated xx

‘I have been trying to reach a resolution with Ikea regarding issues with my kitchen for 3 years.

The last time I spoke to the complaints team they informed me I needed to restart the whole complaint and send in new photos etc. 

Everything is already on file under my address. Can they not just use the information already provided?

I struggle, daily. So this just seems like a tactic to make me give up. 

The long and short of it is. The units started fraying. After investigating I noticed the tap was leaking. Ikea agreed to replace it, like for like, so including fitting it. However they didn’t have any Ikea fitters available. 

Ikea asked if I could get quotes off 2 builders and they would pay fitting. 

Both builders took one look at the kitchen and both said the sink had never been sealed, nor had the kitchen worktop to the back wall (behind the tap), meaning that the leaking tap had, over time and unbeknownst to me, damaged my walls and skirting boards along the back wall because of sub standard fitting

They said get quotes for the repair. 

Ikea refused repairs so we couldn’t reach an agreement.
I went to ADR they have told me to come back to Ikea to reach a resolution.
I have come back to Ikea who have informed me case is closed and my only option is to start all over again. 
I just want (as per my emails) the frayed units replaced. The worktop by the sink and taps replaced and I want £2000 to repair the wall and skirting boards and fit everything properly. This has probably increased since the time of the quote with prices going up but I just want a resolution at this point. This has been going on too long. 
I’m at my wits end with it all. 
Please help. The kitchen is now damp and musky. I paid for a kitchen and a service that I haven’t received and I just wanted the goods and service I paid for. I feel like I have entered into a contract with Ikea. I have upheld my side of the bargain by making sure I maintain my monthly payments. But Ikea hasn’t upheld theirs by ensuring I am left with the kitchen I paid for. 
At no point has my mental health been considered in this. I explained at the beginning that a relative had died and Iv since mentioned I struggle with mental health issues. This has never been considered, in fact I think it’s been used against me. I feel like I am expected to just roll over and give up. This is not the kind of treatment I expected more from Ikea.
Please can someone look into this. Again I reiterate I am a single mum. It took me years to pay this kitchen off and I just want a decent home for me and my daughter. Thanks

Okell

It's not helpful that you've not given any dates - apart from "Citizens advice won’t get in loved because it’s 6 years since the kitchen was bought".

So when did you buy it?

When did you first complian to IKEA?

How did you get to ADR?

Have you issued a court claim yet, and if "Yes", when did you do that?

Okell

Couple of other points in addition to my ealier comment:

1 did IKEA install the kitchen or did you engage a kitchen fitter yourself?

2 can you post up the ADR resolution letter to see what they said? (Redact info that identifies you)

3 the reason 6 years is important is because you can't sue a trader for breach of contract that happened over 6 years ago.

4 How long after the kitchen was installed did you realise there was a problem?

lincroft1710

Tap leaking after 3 years is not uncommon, so offering to replace it FOC is a bonus.

After 6 years, your consumer rights are extremely limited.

I don't mean to sound harsh, but it is extremely doubtful IKEA employees are trained in mental health issues so not unexpectedly they are not used to dealing with such situations.

As has been asked by a previous poster, "who installed the kitchen?", this information is important.

GDB2222

After 6 years, the OP would be claiming under any warranty IKEA gave when the kitchen was installed.

LPBamf

So when did you buy it? 2015. Ikea have a 10 year warranty on installation. 25 on products.

When did you first complian to IKEA? 3 years ago

How did you get to ADR? I complained to the finance company Ikano. They advised I go to ADR because no resolution

Have you issued a court claim yet, and if "Yes", when did you do that? No. I didn’t know I could but I will look into that. Thanks

LPBamf

1 did IKEA install the kitchen or did you engage a kitchen fitter yourself? IKEA installed

2 can you post up the ADR resolution letter to see what they said? (Redact info that identifies you). I will get a copy and post tomorrow

3 the reason 6 years is important is because you can't sue a trader for breach of contract that happened over 6 years ago. It’s under warranty

4 How long after the kitchen was installed did you realise there was a problem? 3 years ago when I complained

LPBamf

I don't mean to sound harsh, but it is extremely doubtful IKEA employees are trained in mental health issues so not unexpectedly they are not used to dealing with such situations. - maybe sales people aren’t but people dealing with complaints should be. I worked in complaints and our company we had to go through certain training regarding mental health and vulnerability.

Okell

https://forums.moneysavingexpert.com/discussion/comment/81967577#Comment_81967577

"… So when did you buy it? 2015. Ikea have a 10 year warranty on installation. 25 on products.

When did you first complian to IKEA? 3 years ago… ".

OK

I don't think you have any statutory rights under the Consumer Rights Act 2015 as those are basically only effective within 6 years of purchase and that has passed. So you are left with the warranty and whether you can enforce it.

You are still within 25 years on the products warranty.

On the face of it you are out of time on the installation warranty as it expired last year, but if you initially complained 3 years ago when that warranty was still "live" and Ikea did not fulfil their obligations under that warranty at that time and and were in breach of the warranty, then I believe you still have another three years in which you can enforce that warranty by court action if necessary. (Assuming this warranty is legally enforceable).

If you can't reach a mutually satisfactory resolution with Ikea you may have to resort to suing them. you don;t necessarily need a lawyer as you could do it yourself.

Please post up the ADR decision tomorrow (Saturday) so we can see what they said.

If you purchased the kitchen on finance provided by Ikano(?) you might also have a claim against them under s75 of the Consumer Credit Act 1974. If the finance agreement you have with them is a regulated consumer credit agreement under the legislation then the finance provider is jointly and severally liable with the trader for any breach of contract by the trader. So if the warranty is a contract enforceable under the laws of england and Wales and Ikea are in breach of that warranty, you can sue both Ikea and Ikano.

The above assumes the specific problems you have with the kitchen are covered by the warranties.

NB - I'm not a lawyer and the above is just my opinion not legal advice. See what others think

born_again

If you purchased the kitchen on finance provided by Ikano(?) you might also have a claim against them under s75 of the Consumer Credit Act 1974

No. Same reason as CCA, As it was over 6 years ago. Which will be why they said ADR.

Would anything other than tap be covered under warranty? I would hazard a guess as no. So OP would be looking at their home insurance for the kitchen.

GDB2222

Can I check one thing, please? Have you had the tap repaired yet, or has it continued to leak for the last 3 years while you have been arguing unsuccessfully with IKEA about it?

When the tap leaked, what happened to the water? Does it drip into the sink, or is it disappearing into the units?

Maybe post a picture.

I’d be inclined to prioritise a fairly cheap plumbing job and get it repaired at my own expense, and then argue with IKEA about who pays.