I bought a stand alone dining room cabinet from IKEA cost $389.00 on late November of 2008. Since I was doing some kitchen remodeling, I did not assembled it until two weeks later. After spending three hours to assembled it carefully, I found out it is too big to fit my dining room. I went back to IKEA the following weekend to look the showroom again and their dining room model is a bit bigger than mine. As I was there, I asked the Sale Associates and the Customer Service at the "Information" boot about their return policy of assembled furniture. The sale associate told me that they would accept return open box, but will charge me a 15% re-stocking fee. However, the customer service personel told me they would accept the return with store credits. Anyhow, since the cabinet do not fit my dining room anymore after the kitchen remodel, I have no choice but to bring buack the assembled cabinet back to IKEA for either store credits or pay the 15% restocking fee.
Finally I bought back the cabinet within the 90 days policy (Jan 4, 2009) with my receipt, only to find out that I all the informations I got from the customer service and sale associates are false.
After lugging that hugh cabinet on my small truck, going about 45 MPH on the highway 30 miles away and waited 2 hours at the return area, I finally got my turn to return and immediately the girl at the return reject my return. I was shock! She told me that they "Don't accept refund on assembled furniture." She said they don't take back used item. Obviously, I did not use the cabinet at all. I only assembled it. If that is the case, then they might as well state "no refund on all their products", since 90% of their products required assembly. I told I could un-assemble it, but she said it is too late that I already assembled it and they will not take it back. Bogus! What am I suppose to do after I buy their furniture? I have to see if it fit in my room right? Showroom is NOT the same as my dining room. Furthermore, there is no sign or warning on their receipt that say no refund to assembled furniture.
Below is their Return Policy:
Purchased in the Store:
If you are not completely satisfied with your purchase, simply return the unused item to the IKEA store in its original packaging within 90 days unless noted below. A receipt is required for all returns and exchanges.
Anyway, not satisfied with the rudeness service I received, I ask to see the store manager. She made me wait for about 20 minutes before a Manager on duty, Bret arrived. This guy is even ruder and very unreasonable and unprofessional. He has NO customer relation skill at all and already made up his mind that he will not going refund our money, or give us store credit.
While I was waiting for Bret to come, I went down to the "Information boot" to ask their customer service associate again about their "Return Policy," and he told me that they usually give store credit to return assembled furniture.
Let me notes some more thing about Bret. This guy has no sense of reasoning, he thinks he is god and there is "no one above him". He cannot exlain why he would not refund the cabinet even though all the people I talked to at IKEA before and that same day at the information boot told I could get my refund. Basicly, he told me he already made up his mind and nothing I say will change that. I told hime about what other IKEA associate told and I even walked him to the source of my information. On our way over to clarify my information at the information boot, Bret act like we was about to fire that person. I told him I do not want get anybody in troubled or fired, but Bret did not say anything. Unlucky for he that customer service personal was not there when we arrived. ( I guess it was lucky for him then) Anyway, when we got there, Bret wink and made eyes contact to the person that was there to claim that there no refund to assembled furniture policy. Bye-the-way, that policy do not state anywhere in the store or receipt.
I was ask to leave with my cabinet.
The bottom line is, IKEA will not refund as promise on their receipt and by their customer services and sale associates. I would NOT attempt to drive the cabinet back to IKEA if I was told that I could not return assembled furniture. I am sure this happened to many unhappy consumers out there.
Here is some action for those in my situation can take.
Call and complaint to IKEA headquater at 610-834-0180
File a complaint to the Better Business Bureau.
FYI, I called IKEA headquater and they are very responsive. They open a case for me and promise to resolve this matter within 48 hours. I am suppose to get a call from IKEA in Palo Alto management to resolve this.
Good luck to me.
This is really not about the money, but about consumers fairness
San Jose, California