Ikea and proof of purchase

[podgydad]

My girlfriend purchased a bedframe from Ikea 10 months ago, 2 weeks ago it collapsed. As she no longer has the reciept or any other form of proof of purchase (due to paying with cash) they have refused to help. I've spent over a week on this, emails going back and forth, with little progress, as a result I've started a claim on moneyclaim. I think we have a pretty strong case as proof of purchase is to prove to things, 1. that the product was purchased from them , and 2, how old it is. Ikea are the only supplier of this bed and the sales of goods act says that it must last a 'reasonable amount of time'.

 

 

Another example of a company making a poor business decision, I was originally after just the replacement parts, but after inconveniencing me so much, now I want a refund and to buy a replacement elsewhere. For the sake of £30, they have lost the goodwill of a customer that would have spen thousands with them over the years.

 

Of course, this is the problem with big business, the people dealing with your complaints could rarely give a monkeys.

[GSMGuy]

I would think that proving it came from Ikea is not the issue - most of their stuff is uniqe to them - What seems to be the stumbling block is the date of purchase.. Can you not get a copy bank statement showing funds withdrawn from an ATM local to the store on the day of purchase?

 

Mike

[Bookworm]

Hear hear. I had the same problem, bought table and 6 chairs, 2 carvers. Cost over 1 k in total. Chairs kept on breaking at the same place on the back. They refused to do anything about it, and said it must have been "customer misuse", but declined to explain how that could have been done. In the end, I paid off my Ikea card, on which I had spent literally thousands in the past, and probably would have again in the future.

 

I wish I had known about this site then. Good luck to you. Ikea are the pits when it comes to customer service.

 

.

[JonCris]

I would think that proving it came from Ikea is not the issue - most of their stuff is uniqe to them - What seems to be the stumbling block is the date of purchase.. Can you not get a copy bank statement showing funds withdrawn from an ATM local to the store on the day of purchase?

 

Mike

 

Sorry the date of purchase may not be relevent if the product is unique to Ikea & they have only been stocking it for a short time.

 

A bed is often expected to last a life time so it collapsing after only 10 months does mean I think that you have a good case for compensation

 

PS I assume someone was in it at the time & if so where they injured. Anyway. if they where get a lawyer to handle your claim on a CFA which will include personal injury.

 

They might just wish they had settled when they had the chance

[sequenci]

eek. i've just bought a bed, some drawers and a wardrobe from them! £520 in total. i hope i don't come unstuck!

[podgydad]

Sorry the date of purchase may not be relevent if the product is unique to Ikea & they have only been stocking it for a short time.

 

A bed is often expected to last a life time so it collapsing after only 10 months does mean I think that you have a good case for compensation

 

PS I assume someone was in it at the time & if so where they injured. Anyway. if they where get a lawyer to handle your claim on a CFA which will include personal injury.

 

They might just wish they had settled when they had the chance

 

My point exactly, I think a judge would agree that a bed should last at least 5 years.

 

Someone was in the bed at the time, did I mention its a new girlfriend As for claiming for injury, its lucky for them I have scruples although I do want to teach them a leson.

 

Anyway, got a call from some woman today who apologised for the way things had been dealt with (didn't know about the legal action though) and promised someone would call me. Lets hope sense prevails.

 

My recent poor experiences with poor customer service and rip off charges has prompted me to start my own little consumer blog, detailing all my trials and tribulations. I'll let you know the URL when its done.

[podgydad]

So I've recieved a call from them this morning, they have found the receipt details and it turns out that its 14 months old. They have offered to replace the bed but not refund the court costs or delivery charges, this will leave us out of pocket by about £80. It would be simply cheaper for us to go to court, win a refund and purchase a new bed with free delivery.

 

I think Ikea should be doing more to pacify us, my girlfriend has been sleeping on the floor for a week and I have spent considerable time and effort trying to get a resolution.

[pmhread]

If they had offered this at the start as they should have done then you wouldn't have had to pay the court costs in the first place!

 

I would be really tempted to send them a letter by recorded delivery saying you intend to continue with your action - or would this be seen as refusing a reasonable settlement by the courts?

[Bookworm]

No, it wouldn't. You have started court action, the way for them to settle is pay that too. They should have acted faster.

 

Don't withdraw your court action until they have paid up in full. Next tiem, they might take people more seriously.

 

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[podgydad]

Well, I've told them I will see them in court.

 

Their course of action is ludicrous, its going to cost them a lot more to defend the claim than it is to settle, and then there's losing the goodwill of the customer. Why do people make such bad business decisions that make no financial sense?

[Bookworm]

Read my Ikea thread... They'll pay...

 

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[podgydad]

I know they will, which makes the situation all the more farcical! They gain nothing by being so objectionable, they expend money and time arguing, annoy the customer and still pay out in the end! Of course, we all end up paying for this lunacy in higher prices at the checkout as all of this expense has to be taken off the bottom line. I was stunned to find out that my local shop loses £500 a week in stolen coffee! When I asked how on earth they turn a profit, I was told its all built in to the price of the products.

 

There needs to be a sea change in the way customers are dealt with in the UK, its appalling. I took a TV back to Costco after 13 months and they gave me a refund, no questions asked, but then of course they are an American company.

[podgydad]

Just an update. They filed an acknowledgement on the 14th day, but failed to enter a defence within the 28 day limit, so have now got a default judgement. Here's hoping I get to send the baliff's in

[MARTIN3030]

Ikea stuff..........Swedish highly rated but dont do the job....just like an ex England Nanager ....

 

 

[Bookworm]

Just an update. They filed an acknowledgement on the 14th day, but failed to enter a defence within the 28 day limit, so have now got a default judgement. Here's hoping I get to send the baliff's in

 

What, and get some furniture???

[meagain]

What, and get some furniture???

 

"Oh, by the way, when you do go in to seize property, don't bother with the auction, just bring the stuff here."

[podgydad]

No response to default judgement, so will be getting a warrant of execution this week

 

Ikea really are the pits.

[MARTIN3030]

Well you have given them ample time.

 

To quote a good old English saying "Theyve made their bed and now have to lie in it "..........and just be careful the bloody thing doesnt collapse in the process !!

 

 

[podgydad]

Had a call from them yesterday saying that a cheque was in the post. I'll believe it when I see it.

[MARTIN3030]

Why not tell them someone will be collecting the cheque for you...........in a black suit !!

 

 

:o

[JonCris]

Had a call from them yesterday saying that a cheque was in the post. I'll believe it when I see it.

 

Just a point. To satisfy the judgement they should be paying into court not directly to you.

 

Apart from being the correct procedure they can't bounce the cheque.

 

Also their cheque to you might not be for the full amount including all costs

[podgydad]

Well still no payment so requested the warrant this afternoon.

 

Once this is all finished, I'll be writting to Ikea's top dogs and recounting the whole sorry mess to them. I'd like to think that at some point, someone will realise what a terrible customer experience this is, and do something about it. For example, there is no way for me to contact the store directly, its all through a central customer service department, who's role it would appear is to be a glorified message forwarding service. They continually say they can't help and the matter has been passed to the store, sometimes they call you back, sometimes they don't. Apparently, they have taken exception to the sarcastic tone in my emails, what they forget is that I've been banging my head against a brick wall for 6 weeks, thats enough to make anyone a little sarcastic.

 

Anyway, what started off as a simple request for the replacement of 2 parts, probably costing a few pounds, has now cost them £253 plus any additional costs they have incured from 'attempting' to fight this case. It always makes me laugh when companies try to save money by cutting services or jobs, often a little bit of common sense in dealing with customers would save a hell of a lot more.

[JonCris]

Well still no payment so requested the warrant this afternoon.

 

Once this is all finished, I'll be writting to Ikea's top dogs and recounting the whole sorry mess to them. I'd like to think that at some point, someone will realise what a terrible customer experience this is, and do something about it. For example, there is no way for me to contact the store directly, its all through a central customer service department, who's role it would appear is to be a glorified message forwarding service. They continually say they can't help and the matter has been passed to the store, sometimes they call you back, sometimes they don't. Apparently, they have taken exception to the sarcastic tone in my emails, what they forget is that I've been banging my head against a brick wall for 6 weeks, thats enough to make anyone a little sarcastic.

 

Anyway, what started off as a simple request for the replacement of 2 parts, probably costing a few pounds, has now cost them £253 plus any additional costs they have incured from 'attempting' to fight this case. It always makes me laugh when companies try to save money by cutting services or jobs, often a little bit of common sense in dealing with customers would save a hell of a lot more.

 

Can I come & watch when the bailiffs go in & seize property.

 

I bet the store manager will know nothing about whats going on. Should cause a few heads to role.

 

Make a fuss in a public area & using your most officious voice let everyone within earshot know that your there with bailiffs. Don't be made to go somewhere "private" stand your ground you'll get dealt with pretty dam quick. Incidently should they offer it you dont have to accept a cheque at this enforcement stage, tell them cash only mate as they would if the shoe was on the other foot.

If they refuse to sort it out there & then or use their security to stop you removing goods demand the name of the store manager as the court will expect the manager to attend court to show just cause as to why they failed to comply with the courts order.

 

Great stuff & worth missing telly

[podgydad]

Unfortunately, even though the papers were served on the store, the address was changed to a London address, otherwise I'd definitely be there to watch

[podgydad]

Spoke to the court today, they said it would take at LEAST 6 weeks to execute the warrant!