I am writing to formally raise a complaint regarding my recent experience with the return of goods purchased from IKEA. The items were delivered to me on October 2, 2023, and in line with your 365-day return policy, I initiated a return process before the warranty expires on October 2, 2024. However, I have faced multiple challenges throughout the process, which have caused me financial loss, frustration, and inconvenience.
Cost of goods:4478 Eur
Agreed Return:3600 Eur
Return Arrangement and Costs:
I visited IKEA to organize the return and was informed that the pickup would be scheduled for September 27, 2024. I was also told that the furniture needed to be disassembled. To comply with this, I hired a handyman for €300 to disassemble the items, and I also reserved a parking space for the IKEA delivery team at an additional cost of €58.
First Failed Pickup:
On September 27, 2024, only one delivery person arrived at around 4 PM (despite the pickup being scheduled for the morning). He stated that the load was too much for him to carry and left without collecting the items.
Second Failed Pickup:
I returned to IKEA to report the issue, and another pickup was arranged for September 28, 2024. This time, two delivery people arrived but refused to collect the items, stating that the furniture was not in its original packaging. This requirement was never communicated to me during my initial visit, nor is it reasonable given that the furniture had already been disassembled as instructed. Your website also clearly states that assembled goods can be returned, and nowhere does it specify that they need to be in their original packaging for a pickup.
Final Response from IKEA:
Upon my third visit to IKEA to resolve the issue, I was told that the pickup would not be possible unless the items were in their original packaging, which was never communicated to me in the first place. I was then informed that I would have to arrange transportation myself to return the items to the store, which has further added to my inconvenience.
My Request: I would like to formally request the following:
A full refund for the costs I have incurred, including €300 for the disassembly of the furniture and €58 for the parking reservation, as these expenses were incurred based on the initial instructions provided by IKEA.
Immediate assistance in arranging for the return of my goods without the unreasonable demand for original packaging, as this was never clearly communicated from the start.
In short, you originally accepted my return request and arranged two failed pick-ups. After disassembling the items as instructed, hiring a handyman for €300, and following every instruction given to me, IKEA suddenly changed their position. They are now demanding that the items be in their original packaging, which was never communicated from the start.
Frankly, it feels unreasonable. If I had known that original packaging was required, I would have simply brought the items back myself instead of going through this expensive and exhausting process. I even booked a parking space and rearranged my schedule around their instructions, only to face a change of terms mid-process.
I feel misled and deeply frustrated by how this situation has been handled. I’ve incurred costs and wasted significant time due to their poor communication and shifting demands. I need legal help to resolve this, as I believe IKEA should be held accountable for the financial and emotional toll this has taken.
