Hello Forum,
I’m a bit frustrated right now. On November 23rd, after 5 weeks, our custom countertop finally arrived. White laminate with an aluminum edge. Just now, when I wanted to unpack and install it, I noticed it’s damaged. Apparently, someone must have dropped it on an edge either in the warehouse or during transport. As a result, the aluminum edge is dented so badly that the underside of the countertop is also indented. Annoying!
How does IKEA usually handle situations like this? Is the exchange process straightforward? I’m really annoyed that everything will be delayed until a new countertop arrives.
I’ve also been trying to reach the hotline for 23 minutes now. :/
This is how the countertop looks at the damaged spot. I wonder where these scratches came from. Or is this normal if aluminum is bent under a certain amount of force?
I’m a bit frustrated right now. On November 23rd, after 5 weeks, our custom countertop finally arrived. White laminate with an aluminum edge. Just now, when I wanted to unpack and install it, I noticed it’s damaged. Apparently, someone must have dropped it on an edge either in the warehouse or during transport. As a result, the aluminum edge is dented so badly that the underside of the countertop is also indented. Annoying!
How does IKEA usually handle situations like this? Is the exchange process straightforward? I’m really annoyed that everything will be delayed until a new countertop arrives.
I’ve also been trying to reach the hotline for 23 minutes now. :/
This is how the countertop looks at the damaged spot. I wonder where these scratches came from. Or is this normal if aluminum is bent under a certain amount of force?
I
IKEA-Experte6 Dec 2016 19:59Hello,
it also looks like the board may have fallen onto a broken edge. Cracks caused by expansion are possible, but scratches are not. Whether it is more likely one or the other, you will be able to tell better from the original.
Was there no cardboard protection around it during transport? Then any transport damage would likely have been visible on the packaging.
I suspect that, several days after delivery, the claim process might not be entirely straightforward. A problem with a countertop claim was described recently in another thread: https://www.hausbau-forum.de/threads/personlig-arbeitsplatte-falsch-zugeschnitten.21346/
Good luck!
it also looks like the board may have fallen onto a broken edge. Cracks caused by expansion are possible, but scratches are not. Whether it is more likely one or the other, you will be able to tell better from the original.
Was there no cardboard protection around it during transport? Then any transport damage would likely have been visible on the packaging.
I suspect that, several days after delivery, the claim process might not be entirely straightforward. A problem with a countertop claim was described recently in another thread: https://www.hausbau-forum.de/threads/personlig-arbeitsplatte-falsch-zugeschnitten.21346/
Good luck!
Yes, there was a thick piece of cardboard. But it was already dented. At first glance, this wasn’t obvious because that side of the countertop was resting on the floor and hadn’t been moved since. The shipping company just said that we didn’t need to look at the countertop at all. They couldn’t do anything about damage anyway and wouldn’t take it back in case there was an issue. And just like that, they were gone.
Now I managed to reach the hotline. I was told to take photos, use the countertop temporarily, and then be patient. Processing complaints currently takes several weeks. Well, this should be interesting. I probably won’t hear anything from them for the rest of the year.
Now I managed to reach the hotline. I was told to take photos, use the countertop temporarily, and then be patient. Processing complaints currently takes several weeks. Well, this should be interesting. I probably won’t hear anything from them for the rest of the year.
I
IKEA-Experte6 Dec 2016 20:20It sounds like the shipping company caused the damage and tried to cover it up. If the damage is noted on the delivery note, the shipping company is responsible for it, and the drivers might get into trouble, even though the company should be insured for such damages.
So, IKEA has surprisingly responded quite quickly. A new board has been ordered, and I’m allowed to use the damaged one as if it were my own and can keep it afterward. Now I just have to keep my fingers crossed that the second one arrives without any damage. I will keep you updated ...
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