Hello,
We purchased a Karlaby 3-seat sofa bed at the IKEA store in Cologne-Godorf. After a short time, the first slatted frame broke, then the next one, and a total of seven broke in quick succession. We did not jump on it or engage in any rough use or similar activities.
The situation unfolded as follows:
1. We called the IKEA hotline and were asked to write everything down and submit it via an online form.
We sent a message to the IKEA complaints department through the online form, including photos, the receipt, and a detailed description.
After one and a half months, we received no response.
3. We called the IKEA hotline again; they said they would call back as soon as possible. No callback came in the following days.
4. We called the IKEA hotline once more. After waiting on hold for half an hour, an IKEA employee answered. "I will transfer you." After another half hour listening to music, another IKEA staff member responded. I provided the ticket number (received after submitting the form in step 2). He could not locate the number. Using my IKEA Family card number, he also could not find any information. Even by my last and first name, he could not identify me. He obtained my email and wrote down my phone number, promising to get back to me very soon.
Since then, nothing new.
The slatted frames can be purchased on eBay for about 30 euros (around 32 dollars). That might be the easier solution.
But why should I spend money when this is clearly a warranty claim?
Why should I waste so much time just trying to reach a contact person at IKEA regarding a COMPLAINT?
And why do IKEA employees say they will call back but never do?
Best regards,
Leonid
We purchased a Karlaby 3-seat sofa bed at the IKEA store in Cologne-Godorf. After a short time, the first slatted frame broke, then the next one, and a total of seven broke in quick succession. We did not jump on it or engage in any rough use or similar activities.
The situation unfolded as follows:
1. We called the IKEA hotline and were asked to write everything down and submit it via an online form.
We sent a message to the IKEA complaints department through the online form, including photos, the receipt, and a detailed description.
After one and a half months, we received no response.
3. We called the IKEA hotline again; they said they would call back as soon as possible. No callback came in the following days.
4. We called the IKEA hotline once more. After waiting on hold for half an hour, an IKEA employee answered. "I will transfer you." After another half hour listening to music, another IKEA staff member responded. I provided the ticket number (received after submitting the form in step 2). He could not locate the number. Using my IKEA Family card number, he also could not find any information. Even by my last and first name, he could not identify me. He obtained my email and wrote down my phone number, promising to get back to me very soon.
Since then, nothing new.
The slatted frames can be purchased on eBay for about 30 euros (around 32 dollars). That might be the easier solution.
But why should I spend money when this is clearly a warranty claim?
Why should I waste so much time just trying to reach a contact person at IKEA regarding a COMPLAINT?
And why do IKEA employees say they will call back but never do?
Best regards,
Leonid
N
nachtvogel15 Sep 2016 04:47So far, I haven’t had any problems either on the phone or at the furniture store.
With one order, some glasses were broken, and I received a whole box of replacements.
Another time, they packed incorrectly—instead of 3 boxes each containing 6 glasses, I received 3 individual glasses.
They quickly sent 3 boxes with 6 glasses each as a replacement.
Now with the kitchen—at the furniture store, there was one cabinet front with a damaged edge, and some items that were left over...
everything was returned.
The last delivery included a broken Malm glass panel...
since I didn’t want to bring the shards to the furniture store, I called first and asked a silly question.
I had to return some other items to the store anyway...
“what do I do with the shards?” No problem, just send a photo and the invoice... that’s fine.
And for the inconvenience, she even arranged for me to receive two meal vouchers.
I think everything has been really easy so far.
With one order, some glasses were broken, and I received a whole box of replacements.
Another time, they packed incorrectly—instead of 3 boxes each containing 6 glasses, I received 3 individual glasses.
They quickly sent 3 boxes with 6 glasses each as a replacement.
Now with the kitchen—at the furniture store, there was one cabinet front with a damaged edge, and some items that were left over...
everything was returned.
The last delivery included a broken Malm glass panel...
since I didn’t want to bring the shards to the furniture store, I called first and asked a silly question.
I had to return some other items to the store anyway...
“what do I do with the shards?” No problem, just send a photo and the invoice... that’s fine.
And for the inconvenience, she even arranged for me to receive two meal vouchers.
I think everything has been really easy so far.