ᐅ IKEA kitchen with ÄDEL cream-colored cabinet fronts – DEFECTIVE

Hello fellow IKEA fans,
I am probably NOT a fan anymore!, although I have been a customer since the IKEA store opened in Fürth in 1987.
Here is what happened: 2.5 years ago, I bought a complete IKEA kitchen. Now, 2.5 years later, the front veneers of the Ädel cream kitchen are coming off. Since I happened to read that IKEA offers a 25-year warranty on their kitchens, I called the hotline (which is really HOT until you finally get to speak to a person!). The lady told me that I can only make a claim with the receipt, which unfortunately got lost during my divorce. I thought, well, if I make a claim for a VW or BMW within the warranty period, I don’t need the receipt, plus there are court rulings where you only need to name a witness to prove the origin – and IKEA kitchens are only sold at IKEA, right??? After calling the hotline three times up to this point, on April 29, 2010, they sent me a letter with a case number. (Thanks, that was the best response from that useless hotline – I’m still hot!) Then I clarified with the hotline that I would have to go to the store to make the claim. Fair enough, I removed three fronts and went to the store. A very nice employee explained that without the receipt, I can do nothing 🙁 … then I remembered I had paid with my Family Card. This should be verifiable. It was no problem; the employee checked the computer and could even tell me the purchase date! She said she would send out a field service staff member. I was satisfied. Since early May, I have been waiting for them; he was supposed to call beforehand. A call NEVER came. At the end of May, I started calling the hotline to follow up and was always put off. Yesterday, I had had enough – I had been calling every two days for a week. After agent number 1 disconnected me when transferring the call, I got angry. On the second call, I said it was outrageous how they treat customers. I was then connected (that worked), and a very unfriendly employee told me the case at the Fürth store was closed at the end of May. THAT is unbelievable!!! They let me call for over two months only to tell me at some point that the case was closed!!! And they were very rude! OUTRAGE!
So now I contacted the IKEA Family Card support, and they told me it is no problem to get Family Card statements retrospectively back to 2001, and with that, the Fürth store can issue a replacement receipt! Is this really how you treat customers???
Has anyone had similar experiences? Ingvar Kamprad, despite his millions, certainly wouldn’t approve of this!

Hello.

Let’s take it step by step:

2.5 years ago, I bought a kitchen and paid with the family payment card.
Now the veneer on the cabinet fronts is coming off.
Multiple calls were unsuccessful, apart from receiving a case reference number.
I went to the IKEA store to explain the problem.
They promised someone would take a look.
No one came, and the hotline explained that the case had been closed.

1.

The lady told me that I can only make a claim with the original receipt, which unfortunately got lost during my divorce.

The only appropriate response to this is: tough luck.

2.

Well, I thought, if I make a warranty claim on a VW or BMW, I don’t need the physical receipt either.

The purchase date is electronically recorded and kept by the dealership. You are mixing things up here. BMW models start at around €22,100 and not at €750.00. Unless you buy a used one... For a new car, you also get a service booklet that includes the serial number and full specifications on a sticker. Any BMW dealer can tell you exactly when your car rolled off the assembly line, where the cylinder head gasket came from, and who installed it.

Here, we are talking about a kitchen, not a car. The comparison simply does not apply.
Forget the car-kitchen example.

3.

...also, there are court rulings stating that you only need to name a witness to prove the origin -

Yes, such rulings exist. But only within the statutory two-year warranty, not for a 25-year guarantee.

4.

A very helpful employee explained that without a receipt I can’t do anything 🙁 ... then I remembered I paid with my Family Card). That should be traceable. It was no problem; the employee checked on the computer and could even tell me the purchase date.

I was not aware this was possible, but okay. However, that means the employee violated data protection laws. Even with permission, this is not allowed. Accessing a customer’s personal buying behavior is restricted. As far as I know, it is not possible. But let’s leave it at that.
For example:
If I go to store X with my loyalty card and say I bought a bike there two years ago and need the receipt, that’s not allowed. Consumer protection agencies would immediately oppose and such cards would be banned very quickly. Makes sense, right?
You probably provided personal details like name, address, or similar.

5.
Now, here is the actual error that IKEA is responsible for so far:

Then I was transferred (which worked) and a very unfriendly employee told me that the case had been closed by the Fürth store at the end of May.

Neither of these things is acceptable.
Whether the person was unfriendly, I can’t judge. Maybe he was, maybe he just didn’t feel like working, or had a bad day because his partner broke up with him, his BMW is in the workshop costing a lot again, and so on. Maybe he’s just dissatisfied. It’s not right, but no one — me included — can always be nice and friendly. Impossible. End of story.

Why was the case closed?
Maybe no one from your side answered despite repeated calls? Does the case note say “waiting for customer response” or “letter sent, no reply”?
IKEA would not simply close a case without taking any action...

6.

They let me call for over 2 months only to eventually tell me the case was closed!!! And very rudely too! OUTRAGEOUS!

Why didn’t you go back to IKEA and clarify the situation with the Family Card statements?
As far as I know, a bank statement is sufficient...

7.

So I contacted the IKEA Family Bank, and they told me it’s no problem to get Family Card statements retroactively back to 2001, and the Fürth store can issue a replacement receipt based on that!

Why not do this earlier?

That’s my comment on your statement for now.
Take a deep breath and stay calm. IKEA employees are just people, some better, some worse — like everywhere.
Once you have your bank statements from the IKEA Family Bank, go back to IKEA with the case reference number and the statements. Show them the reference number, the statements, and the damaged fronts. Make a list in advance, detailing which fronts you need and which are damaged.
By any chance, is the damaged front next to the dishwasher, meaning both the right and left fronts?
Or are other fronts damaged as well?
I know other cases where customers had to wait half a year due to unfortunate circumstances. IKEA apologized and helped the customer. Sometimes things take longer. So be prepared to be patient. But with a 25-year guarantee, that shouldn’t be a problem...

IKEA will support you, but why the case was closed, I cannot tell you. One thing I can say: stay calm and present your issue clearly and factually. Then you can expect help from IKEA. If you get upset and complain loudly, everyone will feel attacked, making things harder.

Best regards, Maverick1854

P.S.: Please no private messages; I regularly follow this forum and would have commented otherwise, even if it takes some time. I have other things to do as well. This is voluntary. Thanks a lot.

Hello,

Currently, Ikea kitchens come with a 25-year warranty. Are you sure that there was also a 25-year warranty 2.5 years ago?

Otherwise, there is nothing to add to maverick’s post.

NfU

Nadine