Hello everyone in the forum, I have a huge problem with IKEA.
We bought a Faktum kitchen at IKEA Leipzig on August 28, 2012, for €4400, excluding installation. The installation costs an additional €956 plus €139 for delivery. Beforehand, we also had someone come to take measurements.
The kitchen was supposed to be installed in one day. The kitchen size is 5.60 meters (18 feet 4 inches) in a U-shape with wall cabinets.
The appointment was set for September 5, 2012. Everything was agreed upon on site with IKEA and the installer and confirmed in writing. On September 5, 2012, a different installer showed up, who said right away that the kitchen couldn’t be installed in one day, which was already frustrating. Anyway, they started and worked on the kitchen for 18 hours until 2 a.m., after which the lower part of the kitchen was in place.
In the following days, we repeatedly called IKEA and were kept waiting. About 3 to 4 days later, we received a call scheduling completion of the kitchen for September 20, 2012, which is my wife’s birthday, so she was not pleased. I spoke with a lady on the phone about rescheduling, but the earliest available date was two weeks later. We reluctantly accepted.
September 20, 2012 arrived and the installer came, but he said he would not finish the kitchen because he refused to hang the wall cabinets on a 4.5-centimeter (1.8-inch) thick concrete wall, so he left without completing the work.
On the same day, we contacted the store manager at IKEA Leipzig, who apologized to us. The decision was made that the next installer would come on October 15, 2012, to complete the kitchen, and afterwards, compensation would be negotiated.
Now to my question: Can someone tell me what I am entitled to or what I can claim as compensation or damages?
We bought a Faktum kitchen at IKEA Leipzig on August 28, 2012, for €4400, excluding installation. The installation costs an additional €956 plus €139 for delivery. Beforehand, we also had someone come to take measurements.
The kitchen was supposed to be installed in one day. The kitchen size is 5.60 meters (18 feet 4 inches) in a U-shape with wall cabinets.
The appointment was set for September 5, 2012. Everything was agreed upon on site with IKEA and the installer and confirmed in writing. On September 5, 2012, a different installer showed up, who said right away that the kitchen couldn’t be installed in one day, which was already frustrating. Anyway, they started and worked on the kitchen for 18 hours until 2 a.m., after which the lower part of the kitchen was in place.
In the following days, we repeatedly called IKEA and were kept waiting. About 3 to 4 days later, we received a call scheduling completion of the kitchen for September 20, 2012, which is my wife’s birthday, so she was not pleased. I spoke with a lady on the phone about rescheduling, but the earliest available date was two weeks later. We reluctantly accepted.
September 20, 2012 arrived and the installer came, but he said he would not finish the kitchen because he refused to hang the wall cabinets on a 4.5-centimeter (1.8-inch) thick concrete wall, so he left without completing the work.
On the same day, we contacted the store manager at IKEA Leipzig, who apologized to us. The decision was made that the next installer would come on October 15, 2012, to complete the kitchen, and afterwards, compensation would be negotiated.
Now to my question: Can someone tell me what I am entitled to or what I can claim as compensation or damages?
N
Nayla_106811 Oct 2012 22:11Hi,
oh dear. Quite a lot has gone wrong here. First of all, despite the frustration, I want to thank you for staying calm, asking questions, and not reacting impulsively.
As already mentioned, there are two options now. Either go straight to a lawyer, which in my opinion will only harden positions and unnecessarily prolong the matter, or negotiate with customer service after completion for a compensation acceptable to you. They will also consider to what extent the temporary kitchen could be used. In any case, several employees along with the head of customer service will review the "incident" together, decide on an amount, and present it to you.
Perhaps to say something positive about IKEA. Installing a 5.6m (18 feet) U-shaped kitchen in one day is impossible. Usually, at least two, if not a third day for finishing work, is planned. Maybe this aspect was overlooked given all the information at the kitchen purchase. The fact that 18 (!) hours were spent working on your kitchen seems borderline for you, your family, and the installers. The long gaps between installations are certainly frustrating but there is a reason for this. The catalog launch, 10% discount event (or was it even 20%?), and now the current Pax promotion are pushing the installers to their limits. If you ordered an installation today, the earliest appointment available might be in six weeks. Unfortunately. Regarding the issue that your wall cabinets were not hung: the installers must guarantee their work and ensure that all guidelines are followed. There have been (and still are) installers who gave in and installed because the customer insisted. Usually, nothing happens and these are minor issues. Unfortunately, I know of a serious case that ended badly. So please try to understand that it is for your own safety if the installer refuses such work.
All the best to you, and I hope a satisfactory solution is found.
NfU
Na.
oh dear. Quite a lot has gone wrong here. First of all, despite the frustration, I want to thank you for staying calm, asking questions, and not reacting impulsively.
As already mentioned, there are two options now. Either go straight to a lawyer, which in my opinion will only harden positions and unnecessarily prolong the matter, or negotiate with customer service after completion for a compensation acceptable to you. They will also consider to what extent the temporary kitchen could be used. In any case, several employees along with the head of customer service will review the "incident" together, decide on an amount, and present it to you.
Perhaps to say something positive about IKEA. Installing a 5.6m (18 feet) U-shaped kitchen in one day is impossible. Usually, at least two, if not a third day for finishing work, is planned. Maybe this aspect was overlooked given all the information at the kitchen purchase. The fact that 18 (!) hours were spent working on your kitchen seems borderline for you, your family, and the installers. The long gaps between installations are certainly frustrating but there is a reason for this. The catalog launch, 10% discount event (or was it even 20%?), and now the current Pax promotion are pushing the installers to their limits. If you ordered an installation today, the earliest appointment available might be in six weeks. Unfortunately. Regarding the issue that your wall cabinets were not hung: the installers must guarantee their work and ensure that all guidelines are followed. There have been (and still are) installers who gave in and installed because the customer insisted. Usually, nothing happens and these are minor issues. Unfortunately, I know of a serious case that ended badly. So please try to understand that it is for your own safety if the installer refuses such work.
All the best to you, and I hope a satisfactory solution is found.
NfU
Na.
S
Schränkchen24 May 2013 20:35Seiher, that’s really an unfortunate situation. May I ask what compensation you received? That seems to be the only part still somewhat unresolved.
Maybe you should have hired a professional kitchen installer instead of the overwhelmed IKEA installers. I get the impression they are very busy and heavily overloaded. If you are from Cologne, I can recommend *deleted* for next time. They do good work and are worth considering.
I hope everything worked out for you as you expected.
Best regards, Schränkchen
Maybe you should have hired a professional kitchen installer instead of the overwhelmed IKEA installers. I get the impression they are very busy and heavily overloaded. If you are from Cologne, I can recommend *deleted* for next time. They do good work and are worth considering.
I hope everything worked out for you as you expected.
Best regards, Schränkchen
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