ᐅ Kallax damaged after moving abroad – how to file a complaint with IKEA internationally?
Created on: 9 Nov 2021 08:17
M
maru48
Hello everyone, I have the following question: I recently moved abroad and transported my IKEA Kallax shelf during the move. Unfortunately, it was partially damaged in ways that were not present before. I am wondering if it is possible to make a complaint with IKEA internationally, since I originally bought the shelf in Germany but now live abroad. Does anyone have experience with whether IKEA accepts such cases and what the process is? Should I contact the IKEA service in the country where I currently live, or directly the German IKEA customer service? I look forward to your tips and advice!
Formal: The statutory warranty is valid for two years from the date of purchase. Damage caused during moving is generally not covered, as it is considered an electronically triggered defect. If you handed over the product in good condition, you are not entitled to repair or replacement by IKEA. It mostly depends on the goodwill of the individual service staff. If you are lucky, IKEA Germany might assist you; otherwise, the IKEA store abroad will assume that you did not purchase the item there.
BOSULE schrieb:
Damage caused during moving is usually not covered I understand, the problem is that no one noticed the damage during the stressful handover of the furniture. It was only noticed during assembly.Does IKEA have a deadline for reporting damages? I only saw the damages about 4 weeks after the move. Or is the purchase date used as the reference instead?
Regarding the deadline: Under German law, the statutory defect notification period is two years. However, as a buyer, you should report defects immediately after discovering them in order to preserve your rights. In the case of moving or transport damages, these are considered material defects that must have existed at the time of handover — otherwise, it becomes difficult to claim them.
Practically speaking, if the damage is only noticed four weeks after moving in, you need to convincingly demonstrate that the defect was already present at handover. Otherwise, IKEA may reject the complaint.
Practically speaking, if the damage is only noticed four weeks after moving in, you need to convincingly demonstrate that the defect was already present at handover. Otherwise, IKEA may reject the complaint.
RETRAVIS schrieb:
If the damage is discovered only 4 weeks after moving in, you need to provide convincing evidence that the defect was already present at handover. That’s exactly my problem—I didn’t notice it right away. The damage wasn’t very obvious. How can I credibly demonstrate this to IKEA, or are there any experiences with documentation or similar methods?
I would say: Without photos taken shortly after the damage occurred, it is difficult. Describe the condition very precisely when unpacking and exactly when you discovered the damage. IKEA naturally wants clear information, but they are not always rigid; sometimes friendly communication helps.
An official IKEA statement says that claims must generally be handled in the country where the purchase was made. Transport damage caused by moving is not covered by the warranty, even if it only becomes apparent later. It is best to report the issue in writing to the original customer service, keep all receipts ready, and describe the damage as thoroughly as possible.
Regarding deadlines: damages should be reported immediately in accordance with the terms and conditions. Sometimes exceptions are made as a courtesy, but legally you do not have a claim after such a long time.
Regarding deadlines: damages should be reported immediately in accordance with the terms and conditions. Sometimes exceptions are made as a courtesy, but legally you do not have a claim after such a long time.
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