Hello,
less than three months ago, we bought the gray TV cabinet (BESTÅ Burs) at IKEA in Vienna Vösendorf for our new apartment. However, it has now become clear that our storage room is affected by mold. Therefore, we had to quickly look for another apartment, where the BESTÅ Burs TV cabinet no longer fits. The problem is that I unfortunately did not keep the receipt at the time, and now I urgently need it for an exchange.
Has anyone recently purchased the same TV cabinet at IKEA and might be willing to lend me their receipt? That would be extremely kind and helpful!
Thank you very much in advance.
Best regards!
less than three months ago, we bought the gray TV cabinet (BESTÅ Burs) at IKEA in Vienna Vösendorf for our new apartment. However, it has now become clear that our storage room is affected by mold. Therefore, we had to quickly look for another apartment, where the BESTÅ Burs TV cabinet no longer fits. The problem is that I unfortunately did not keep the receipt at the time, and now I urgently need it for an exchange.
Has anyone recently purchased the same TV cabinet at IKEA and might be willing to lend me their receipt? That would be extremely kind and helpful!
Thank you very much in advance.
Best regards!
You do realize that in Germany you don’t need a receipt to claim your customer rights, right?
All you need is one or more witnesses who can confirm (preferably in writing under oath, and even better if they were present in person) that you were there on a particular day and paid for a certain item. Blah blah...
And if the family card was also shown, the seller (whether it’s Mediablöd or IKEA!) is then responsible for proving otherwise. That means checking the stored family card data. IKEA knows exactly what you bought, when and where; they never delete this information—they’re happy to generate data from it. It’s data capital… (I also get nice survey invitations by email after shopping with the family card…)
You don’t have to beg. The seller (IKEA) offers a service, I think we’re talking about a 90-day exchange policy here, right? So if they offer it, the customer just needs a witness, and that’s it. The receipt is never really mandatory. One witness is enough.
(If you want to exchange something at ALDI that you bought for 9.99 euros but in the meantime it was marked down to 7.99 euros, and you have no receipt or witness (which would probably be met with incomprehension at ALDI… grin…), then you have to accept the 7.99 euros at the register (PC) because ALDI can’t know if you bought it for 7.99—the receipt is missing, so nothing is traceable or provable.)
If the seller (IKEA in this case) doesn’t believe the customer and their witness, they have to check the system or records where the amount is stored and then they know for sure.
No begging, no insisting on the receipt. That’s how it is, luckily, in Germany.
Goodwill exceptions usually apply around Christmas and for exchanges because the item is unwanted, where the seller never actually offered an exchange—the recipient just doesn’t want it. That’s goodwill. But you never need the receipt for that.
Only the sellers like to see it because IT SAVES A LOT OF WORK.
The tricky part now is that you have to prove that you attempted an exchange within the 90 days, and that it was refused. That attempt counts. If you come on day 93 and the IKEA staff know nothing about it, they’ll just give you the runaround (of course, just colloquial).
All you need is one or more witnesses who can confirm (preferably in writing under oath, and even better if they were present in person) that you were there on a particular day and paid for a certain item. Blah blah...
And if the family card was also shown, the seller (whether it’s Mediablöd or IKEA!) is then responsible for proving otherwise. That means checking the stored family card data. IKEA knows exactly what you bought, when and where; they never delete this information—they’re happy to generate data from it. It’s data capital… (I also get nice survey invitations by email after shopping with the family card…)
You don’t have to beg. The seller (IKEA) offers a service, I think we’re talking about a 90-day exchange policy here, right? So if they offer it, the customer just needs a witness, and that’s it. The receipt is never really mandatory. One witness is enough.
(If you want to exchange something at ALDI that you bought for 9.99 euros but in the meantime it was marked down to 7.99 euros, and you have no receipt or witness (which would probably be met with incomprehension at ALDI… grin…), then you have to accept the 7.99 euros at the register (PC) because ALDI can’t know if you bought it for 7.99—the receipt is missing, so nothing is traceable or provable.)
If the seller (IKEA in this case) doesn’t believe the customer and their witness, they have to check the system or records where the amount is stored and then they know for sure.
No begging, no insisting on the receipt. That’s how it is, luckily, in Germany.
Goodwill exceptions usually apply around Christmas and for exchanges because the item is unwanted, where the seller never actually offered an exchange—the recipient just doesn’t want it. That’s goodwill. But you never need the receipt for that.
Only the sellers like to see it because IT SAVES A LOT OF WORK.
The tricky part now is that you have to prove that you attempted an exchange within the 90 days, and that it was refused. That attempt counts. If you come on day 93 and the IKEA staff know nothing about it, they’ll just give you the runaround (of course, just colloquial).
M
Maverick185419 Sep 2011 07:32Dear DGBHP,
That’s true, but not when it comes to opened goods that are being returned due to a wrong purchase!!!
From IKEA? Strange, I have never received one. Could you forward it to me? I only get their newsletter once a month, either by email or by mail, nothing more...
You’re mixing up several things here. Warranty and exchange are two different matters, and the Family Card data is not accessible to just anyone, otherwise there would be legal issues with data protection. So please be more careful with your statements. If you’re not sure, PLEASE ask first before accusing Mediablöd or IKEA of data misuse.
Yes, there is!!!
No, it is!!!
Why???
1. and 2.
For YOUR better understanding, I quote:
It’s OK if you change your mind
Our return policy is not a joke
Because we want you to be satisfied, you can return almost all items you bought at your IKEA store within three months. If you bring us the goods unused, in the original packaging, and with the receipt, we guarantee a full refund. The only exceptions are clearance items, light bulbs, plants, and cut-to-size products.
The statutory right of withdrawal as well as the customer’s legal warranty claims remain unaffected by this.
Source: IKEA customer service, return policy
And for you to review after your next IKEA purchase:
This is purchase security at IKEA:
3 months return policy with receipt presented.
(Original packaging and unused. Food, plants, clearance items, light bulbs, and cut-to-size products are excluded from exchanges)...
Source: Back of the IKEA receipt. Purchase date 19.10.2010, (unfortunately no newer one here)
Where does it say that you don’t need a receipt or similar???
Well, at least you understood that. But again, you’re mixing things up. Goodwill is not a right. IKEA reserves the right to refuse returns without giving reasons!!!
And what is this referring to now?
I don’t understand the connection here!
You do realize that you don’t need a receipt to assert customer rights here in Germany, right?
That’s true, but not when it comes to opened goods that are being returned due to a wrong purchase!!!
(I also get nice survey invitations via email when shopping with the Family Card...)
From IKEA? Strange, I have never received one. Could you forward it to me? I only get their newsletter once a month, either by email or by mail, nothing more...
And if the Family Card was shown, then the seller (whether Mediablöd or IKEA!) is obliged to prove the opposite to free themselves from the situation. So, they must check the stored Family Card data. IKEA knows exactly what was bought, when and where, they never delete this data; they are happy to generate data from it. Data capital, after all...
You’re mixing up several things here. Warranty and exchange are two different matters, and the Family Card data is not accessible to just anyone, otherwise there would be legal issues with data protection. So please be more careful with your statements. If you’re not sure, PLEASE ask first before accusing Mediablöd or IKEA of data misuse.
There is no need to beg.
Yes, there is!!!
The seller (IKEA) offers a service, I believe we’re talking about the three-month exchange right, 90 days is always mentioned...? So they offer it, which means the customer only needs a witness, that’s it. A receipt is never truly mandatory. A witness is enough.
No, it is!!!
Why???
1. and 2.
For YOUR better understanding, I quote:
It’s OK if you change your mind
Our return policy is not a joke
Because we want you to be satisfied, you can return almost all items you bought at your IKEA store within three months. If you bring us the goods unused, in the original packaging, and with the receipt, we guarantee a full refund. The only exceptions are clearance items, light bulbs, plants, and cut-to-size products.
The statutory right of withdrawal as well as the customer’s legal warranty claims remain unaffected by this.
Source: IKEA customer service, return policy
And for you to review after your next IKEA purchase:
This is purchase security at IKEA:
3 months return policy with receipt presented.
(Original packaging and unused. Food, plants, clearance items, light bulbs, and cut-to-size products are excluded from exchanges)...
Source: Back of the IKEA receipt. Purchase date 19.10.2010, (unfortunately no newer one here)
Where does it say that you don’t need a receipt or similar???
Goodwill, on the other hand, applies around Christmas and for exchanges due to change of mind, where the seller never actually offered an exchange option, and the recipient simply doesn’t want the gift. That is goodwill. But you never need a receipt for that.
Well, at least you understood that. But again, you’re mixing things up. Goodwill is not a right. IKEA reserves the right to refuse returns without giving reasons!!!
And what is this referring to now?
The annoying thing is, you have to prove that you already attempted an exchange within the 90 days and were refused. That counts. If you come on day 93 and an IKEA employee knows nothing about it, they won’t help you. (Of course, that’s just a figure of speech)
I don’t understand the connection here!
Maverick... what exactly are you writing?
I haven’t written anything more than that in Germany, as a customer, you don’t need a receipt because a WITNESS is sufficient. This isn’t about the return policies of a specific company, any terms and conditions, or anything like that.
The customer didn’t have a receipt anymore, and I publicly told him here that he only needs a witness, because the paper receipt is not mandatory when exercising customer rights against the seller/company. No matter what any terms and conditions say!
Let me address your post point by point:
1. Receipt
In Germany, you don’t need a receipt if you want to return or exchange something. IKEA can write in their terms and conditions all they want that they require the purchase receipt. That only applies, at most, to services not covered by German law, therefore voluntarily provided by the store/manufacturer (e.g., warranty services).
But even then, a witness statement should be enough as proof of purchase (date/purchase price/etc.) to assert claims.
In a retail store, a WITNESS who confirms that you bought something at that store on a certain day and paid a certain amount is sufficient. The same applies to flea market purchases, car sales, or any other purchase. Because a witness can theoretically be brought to court, their testimony counts as evidence. If IKEA doesn’t accept that, they have to prove the opposite. Theoretically, this could go all the way to a civil lawsuit.
2. Wrong purchase/opened goods
The issue is to prove the purchase, the amount, and the date, for which you DO NOT need a receipt, only a witness, that’s it. Of course, this is a more complicated way than just presenting a receipt or other proof such as bank statements if the product can be derived from them.
It doesn’t matter whether the goods are used, damaged, broken before opening, or any other condition. IT’S ONLY ABOUT PROVING THE PURCHASE. (I didn’t write or mean anything else, it was only about the customer’s missing receipt)
3. Family card/survey emails
On 09/06/11, I was at IKEA Düsseldorf again and received another survey email, so this was already the second time after a purchase. Before that, I hadn’t been to IKEA for a long time, especially not in Duisburg back then. I think I only bought the 19-cent towels about 20 times (At that time there were no survey emails yet, sent by a survey company, BUT FROM IKEA itself, so not spam, I also participated! Everything legitimate.)
If I don’t fall asleep unexpectedly, I’ll try to send you a copy if I still have it; I should have the latest one.
4. Alleged confusion on my part
No, I am not mixing up warranty, return rights, or anything else.
After all, I learned that once (long ago) in the 1990s. I also keep myself reasonably well informed, although I’m certainly not flawless. That’s clear!
By the way, the idea that you don’t need a receipt comes not from my apprenticeship but from the media, which revisit this topic at least every year during Christmas when it’s about what rights customers have when exchanging Christmas gifts. (I don’t watch RTL2 or read sensational tabloids, just to clarify.)
5. Data misuse?
I am certainly not accusing IKEA or any other companies of data misuse. Why would I? You are surely right that not everyone should or is allowed to access purchase data (via the family card or payment). I have to admit, I hadn’t even thought about the fact that IKEA employees shouldn’t have access to that. However, IKEA has no choice but to access this data if necessary, the customer is responsible and can identify themselves, so there is no data misuse. Although on site in the store, data access might indeed be problematic — and you are probably right about that.
Still, payment cards (Maestro/credit card/debit card) always have data that can be used to prove a purchase and its date. Both the customer and the seller (who processes the payment) can use this.
This all sounds a bit petty and we’re going in circles. I have said and will say again:
YOU DO NOT NEED A RECEIPT AS PROOF IN GERMANY, whether for warranty, return, or anything else (just a witness statement, possibly in writing under oath).
The user above needs a receipt for their furniture. They wanted someone else’s receipt, which isn’t okay, or even illegal.
6. Your IKEA quotes about returns and what is required
You quoted IKEA saying that only unopened goods with a receipt can be returned.
What use is that to us? None.
a) Clearly, a product should/must be unopened/unused (otherwise compensation for value loss may be due, e.g., in case of withdrawal).
b) The receipt is NOT mandatory in Germany. Only proof is required.
If necessary, IKEA has to prove the opposite if the company challenges the customer’s evidence (or the customer would have to sue civilly).
Again: IKEA promises a service, and/or the customer has rights as a customer. IKEA wants proof of purchase, date, and price. The customer can prove this but does not have to use the receipt. A witness is enough. IKEA has to prove otherwise or commit perjury. Otherwise, customer rights and/or the company’s promises (such as the 90-day guarantee) apply. (Of course, IKEA is not obliged to take back used items and even returning undamaged goods is purely voluntary (though offered!), it’s ONLY ABOUT THE RECEIPT and whether you need it!)
By the way: packaging does NOT have to be present or undamaged, THIS IS ALSO A CUSTOMER RIGHT in Germany! Of course, this only applies where voluntary services are not claimed that are not covered by law. (You don’t have to buy a product in Germany just because you opened or damaged the packaging, just as a side note…)
Quote from Maverick: “Where does it say here that you don’t need a receipt or something???” (he means on the IKEA page)
Nowhere, because I’m not here to communicate IKEA’s promises but am referring to customers’ rights in Germany. I have never tried to quote IKEA or anything like that.
7. IKEA can allegedly refuse everything
No, they can write whatever they want in the terms and conditions, but German law still applies, and under German law, a receipt is not required; you only have to prove the purchase, however, as long as it is conclusive and comprehensible. Whether IKEA or another company refuses a return for any reason has nothing to do with the customer rights you have in Germany. This is even stated in your IKEA quotes. (Granted, those refer only to defect law and cancellation rights.)
I believe you have confused quite a bit (regarding my posts on this topic).
8. The example of 90 days and 93 days
I meant if you want to use the 90-day return period, and you were there on the 89th day but were not helped (for whatever reason) and then come back on the 93rd day and want to insist on the 90-day return guarantee, but the employee doesn’t know about the failed attempt on day 89, then the 90-day period has expired. That’s all I meant. Simply put. I just wanted to mention that if something like this happened, you’d be out of luck. I didn’t intend any deeper meaning.
Regards to your “friend.” By the way, my good friend is simply called “search engine.” I have many of those, not just the one you recommended. Still, thank you.
Now please calm down; you already stumbled with the advertising issue that I was supposedly involved in. (We clarified that via PM.)
(This time, by the way, I’m saving it. Now only Maverick and I will understand.)
I haven’t written anything more than that in Germany, as a customer, you don’t need a receipt because a WITNESS is sufficient. This isn’t about the return policies of a specific company, any terms and conditions, or anything like that.
The customer didn’t have a receipt anymore, and I publicly told him here that he only needs a witness, because the paper receipt is not mandatory when exercising customer rights against the seller/company. No matter what any terms and conditions say!
Let me address your post point by point:
1. Receipt
In Germany, you don’t need a receipt if you want to return or exchange something. IKEA can write in their terms and conditions all they want that they require the purchase receipt. That only applies, at most, to services not covered by German law, therefore voluntarily provided by the store/manufacturer (e.g., warranty services).
But even then, a witness statement should be enough as proof of purchase (date/purchase price/etc.) to assert claims.
In a retail store, a WITNESS who confirms that you bought something at that store on a certain day and paid a certain amount is sufficient. The same applies to flea market purchases, car sales, or any other purchase. Because a witness can theoretically be brought to court, their testimony counts as evidence. If IKEA doesn’t accept that, they have to prove the opposite. Theoretically, this could go all the way to a civil lawsuit.
2. Wrong purchase/opened goods
The issue is to prove the purchase, the amount, and the date, for which you DO NOT need a receipt, only a witness, that’s it. Of course, this is a more complicated way than just presenting a receipt or other proof such as bank statements if the product can be derived from them.
It doesn’t matter whether the goods are used, damaged, broken before opening, or any other condition. IT’S ONLY ABOUT PROVING THE PURCHASE. (I didn’t write or mean anything else, it was only about the customer’s missing receipt)
3. Family card/survey emails
On 09/06/11, I was at IKEA Düsseldorf again and received another survey email, so this was already the second time after a purchase. Before that, I hadn’t been to IKEA for a long time, especially not in Duisburg back then. I think I only bought the 19-cent towels about 20 times (At that time there were no survey emails yet, sent by a survey company, BUT FROM IKEA itself, so not spam, I also participated! Everything legitimate.)
If I don’t fall asleep unexpectedly, I’ll try to send you a copy if I still have it; I should have the latest one.
4. Alleged confusion on my part
No, I am not mixing up warranty, return rights, or anything else.
After all, I learned that once (long ago) in the 1990s. I also keep myself reasonably well informed, although I’m certainly not flawless. That’s clear!
By the way, the idea that you don’t need a receipt comes not from my apprenticeship but from the media, which revisit this topic at least every year during Christmas when it’s about what rights customers have when exchanging Christmas gifts. (I don’t watch RTL2 or read sensational tabloids, just to clarify.)
5. Data misuse?
I am certainly not accusing IKEA or any other companies of data misuse. Why would I? You are surely right that not everyone should or is allowed to access purchase data (via the family card or payment). I have to admit, I hadn’t even thought about the fact that IKEA employees shouldn’t have access to that. However, IKEA has no choice but to access this data if necessary, the customer is responsible and can identify themselves, so there is no data misuse. Although on site in the store, data access might indeed be problematic — and you are probably right about that.
Still, payment cards (Maestro/credit card/debit card) always have data that can be used to prove a purchase and its date. Both the customer and the seller (who processes the payment) can use this.
This all sounds a bit petty and we’re going in circles. I have said and will say again:
YOU DO NOT NEED A RECEIPT AS PROOF IN GERMANY, whether for warranty, return, or anything else (just a witness statement, possibly in writing under oath).
The user above needs a receipt for their furniture. They wanted someone else’s receipt, which isn’t okay, or even illegal.
6. Your IKEA quotes about returns and what is required
You quoted IKEA saying that only unopened goods with a receipt can be returned.
What use is that to us? None.
a) Clearly, a product should/must be unopened/unused (otherwise compensation for value loss may be due, e.g., in case of withdrawal).
b) The receipt is NOT mandatory in Germany. Only proof is required.
If necessary, IKEA has to prove the opposite if the company challenges the customer’s evidence (or the customer would have to sue civilly).
Again: IKEA promises a service, and/or the customer has rights as a customer. IKEA wants proof of purchase, date, and price. The customer can prove this but does not have to use the receipt. A witness is enough. IKEA has to prove otherwise or commit perjury. Otherwise, customer rights and/or the company’s promises (such as the 90-day guarantee) apply. (Of course, IKEA is not obliged to take back used items and even returning undamaged goods is purely voluntary (though offered!), it’s ONLY ABOUT THE RECEIPT and whether you need it!)
By the way: packaging does NOT have to be present or undamaged, THIS IS ALSO A CUSTOMER RIGHT in Germany! Of course, this only applies where voluntary services are not claimed that are not covered by law. (You don’t have to buy a product in Germany just because you opened or damaged the packaging, just as a side note…)
Quote from Maverick: “Where does it say here that you don’t need a receipt or something???” (he means on the IKEA page)
Nowhere, because I’m not here to communicate IKEA’s promises but am referring to customers’ rights in Germany. I have never tried to quote IKEA or anything like that.
7. IKEA can allegedly refuse everything
No, they can write whatever they want in the terms and conditions, but German law still applies, and under German law, a receipt is not required; you only have to prove the purchase, however, as long as it is conclusive and comprehensible. Whether IKEA or another company refuses a return for any reason has nothing to do with the customer rights you have in Germany. This is even stated in your IKEA quotes. (Granted, those refer only to defect law and cancellation rights.)
I believe you have confused quite a bit (regarding my posts on this topic).
8. The example of 90 days and 93 days
I meant if you want to use the 90-day return period, and you were there on the 89th day but were not helped (for whatever reason) and then come back on the 93rd day and want to insist on the 90-day return guarantee, but the employee doesn’t know about the failed attempt on day 89, then the 90-day period has expired. That’s all I meant. Simply put. I just wanted to mention that if something like this happened, you’d be out of luck. I didn’t intend any deeper meaning.
Regards to your “friend.” By the way, my good friend is simply called “search engine.” I have many of those, not just the one you recommended. Still, thank you.
Now please calm down; you already stumbled with the advertising issue that I was supposedly involved in. (We clarified that via PM.)
(This time, by the way, I’m saving it. Now only Maverick and I will understand.)
@Brootos:
You also can’t read. Sorry.
At no point did I say that you can exchange anything simply because you don’t like it.
NEVER, ANYWHERE!!!
I only said that IKEA can’t insist on having the receipt, because you can also provide a witness who is just as valid proof as a receipt. For the company, however, this means more work or extra effort.
- IKEA promises returns within 90 days, so customer "X" is entitled to this. (Contract component!)
- The customer no longer has the receipt.
- The customer proves purchase date and price with a witness
(The condition of the goods is not relevant here (in this discussion!), IT’S ONLY ABOUT THE RECEIPT! Because THAT IS MISSING!)
Everything’s fine. It’s just that IKEA (and all other stores!) don’t like this.
For example, at Kaufland I can ALWAYS EXCHANGE WITHOUT A RECEIPT (they don’t want to see receipts!). Just to mention... (The problem then is, without witnesses, you have to accept the price shown in the system at the time of exchange if you cannot prove the PURCHASE PRICE, FOR EXAMPLE WITH A WITNESS! Grrrr...)
Again: In Germany (.de) you don’t need a receipt, just proof, like WITNESSES, to show who bought, when, and at what price.
Is this so hard to communicate here?
I never said anywhere that you have the right to exchange something without a receipt simply because you don’t like it. Where exactly? Oh man... people... If you can’t read properly, then please leave writing to others.
Again: IKEA offers a 90-day return policy = CONTRACT COMPONENT.
And then it’s about the lost receipt, which can be proven with witnesses.
PS:
I EXPLICITLY stated that every year I am bombarded with media messages claiming that customers have NO (!) right to arbitrary returns and refunds. PLEASE READ!
You also can’t read. Sorry.
At no point did I say that you can exchange anything simply because you don’t like it.
NEVER, ANYWHERE!!!
I only said that IKEA can’t insist on having the receipt, because you can also provide a witness who is just as valid proof as a receipt. For the company, however, this means more work or extra effort.
- IKEA promises returns within 90 days, so customer "X" is entitled to this. (Contract component!)
- The customer no longer has the receipt.
- The customer proves purchase date and price with a witness
(The condition of the goods is not relevant here (in this discussion!), IT’S ONLY ABOUT THE RECEIPT! Because THAT IS MISSING!)
Everything’s fine. It’s just that IKEA (and all other stores!) don’t like this.
For example, at Kaufland I can ALWAYS EXCHANGE WITHOUT A RECEIPT (they don’t want to see receipts!). Just to mention... (The problem then is, without witnesses, you have to accept the price shown in the system at the time of exchange if you cannot prove the PURCHASE PRICE, FOR EXAMPLE WITH A WITNESS! Grrrr...)
Again: In Germany (.de) you don’t need a receipt, just proof, like WITNESSES, to show who bought, when, and at what price.
Is this so hard to communicate here?
I never said anywhere that you have the right to exchange something without a receipt simply because you don’t like it. Where exactly? Oh man... people... If you can’t read properly, then please leave writing to others.
Again: IKEA offers a 90-day return policy = CONTRACT COMPONENT.
And then it’s about the lost receipt, which can be proven with witnesses.
PS:
I EXPLICITLY stated that every year I am bombarded with media messages claiming that customers have NO (!) right to arbitrary returns and refunds. PLEASE READ!
Similar topics