IKEA delivered wrong item - Advice please?

claircoult

Hi!

I am really mad at IKEA.

I placed an order on their website and paid for delivery but they delivered the wrong item. I got the delivery on Tuesday 24th June, the order was signed for by my husband as UNCHECKED. I phoned them up as soon as I realised their mistake but their computer system was down and they asked me to call back. I did and they said I would be emailed with a date for collection of the wrong item and delivery of the correct item. I didn't get an email.

Yesterday I filled out the online query form for someone to call me back, but they didn't call.

I phoned them again today and they said it would be 7-10 days before they could collect the wrong item!!! I was given a provisional date of 3rd July as the earliest they could collect. They said they could not collect it any sooner than that date and that if I wanted to get rid of it I could return I to my local store. My local store is 40 miles away and I'm not paying petrol money on an 80 mile round trip to return an item I didn't order.

They could not tell me a date for delivery of the correct item as it hasn't gone through the computer system yet (I only told them 2 days ago!!! What kind of computers are they using?)

Now I have a problem. The wrong item is a very large chest of draws, flat packed in 2 big heavy boxes. The boxes are at the front of my garage but they are blocking in my mobility scooter. I can't put my scooter or the boxes anywhere else. I really need them to be collected quickly!

Can anyone give me any advice please?

Am I obliged to safely store the wrong (and unsolicited) item? If so for how long?

Can I charge them for rent for having to look after it?

How can I get them to collect it quicker?

Can I claim back the phone call costs to their customer care line? So far I have spent about an hour on a 0845 number.

Thank you!

*Clair*

dmg24

Why can't your scooter go in front of the boxes?

The item is not unsolicited.

claircoult

dmg24 wrote: »

Why can't your scooter go in front of the boxes?

The item is not unsolicited.

My scooter needs to be at the back of the garage so I can charge the batteries. The plug socket and the charger unit are at the back of the garage, the charger has a very short lead and no I don't have an extension cable. There is nowhere else for the boxes to go, believe me I've tried to think of places but the garage is used as a utility and storage, there just isn't anywhere else for them to go.

I consider the item to be unsolicited because I didn't order it.

*Clair*

stugib

claircoult wrote: »

I consider the item to be unsolicited because I didn't order it.

You're free to consider it as whatever you like, but it's not the legal definition of unsolicited goods

SaraSeahorse

legally the item is not unsolicited as you did order an item from ikea. Yes, they delivered the wrong item and I know it is infuritating and a nightmare but you cannot treat the goods as unsolicited and for now you are obliged to keep the goods safe.

For an item to be treated as unsolicited then the item has to have been delivered #out of the blue# with no order been made by yourself.

Technically it is a !!!! up or mistake.

Hope they get it sorted for you soon. Ikea customer service can be truly awful at times.

claircoult

Thanks for the replies everyone.

Ok, so it's not legally unsolicited but is there anything I can do about getting it picked up quicker? I really can't keep it where it is and I have nowhere else to store it. They may as well have parked an Ikea lorry across my front door. I'm stuck.

What would be considered a reasonable length of time for them to arrange collection? A minimum of 9 days seems an awful long time, especially considering the size of the item I am having to store.

How long can a shop take to deliver items you've ordered? I placed the order on 15th June, the delivery date was 24th June. I've been told there is a lead time of 7 days on the correct item but the order hasn't gone through their computer system yet (even though I told them to re-order it on 24th June). My credit card has already been charged for the order.

Are there any consumer websites with information about situations like this where I can look it up?

Cheers!

BaileyB

Just tell them you have no where to store this item and it will just sit outside and with the weather atm it will get soaked. Maybe this might move them into gear.

claircoult

I did Mr Kennedy! I asked them what if I just left it outside the house? They said that if it was not returned to them or it was damaged then I would be probably be charged for it. Since the unwanted chest of drawers retails for £75 it's not something I want to risk.

I'm going to write and complain but I would like to know where I stand legally as a consumer. There is something seriously wrong if in this day and age if it takes a company more than 2 days to process and order on a computer system or at least 9 days to arrange a collection. It's just ridiculous!

*Clair*

Sooler

I'd just buy an extension lead, problem sorted. Then write in and ask for refund for phone charges, storage, inconvenience, poor service, lost confidence in company, cost of extension lead as you had to accommodate their errors.

Blacksheep1979

I'd say 2 weeks would be reasonable, but there's no point complaining about it in 2 weeks time you have to be proactive. Write to them saying that you want the item collected asap and if it's not collected after two weeks you'll start charging for storage.

dmg24

claircoult wrote: »

My scooter needs to be at the back of the garage so I can charge the batteries. The plug socket and the charger unit are at the back of the garage, the charger has a very short lead and no I don't have an extension cable. There is nowhere else for the boxes to go, believe me I've tried to think of places but the garage is used as a utility and storage, there just isn't anywhere else for them to go.

I consider the item to be unsolicited because I didn't order it.

*Clair*

I can't believe that you don't have a friend or neighbour that does not have an extension lead, or maybe you are just being difficult for the sake of it?

Call them, be polite, and ask if it is possible to arrange collection more quickly. Sorted.