| Company: IKEA
I write to you with regard to a recent purchase I made at your Leeds store. Initially, after being in Ireland, Norway, Sweden, Finland, USA, I presumed that IKEA England would offer the same service. I was advised, over the telephone, that 21st Century facilities i.e. Internet or phone shopping, was not available in this country. Fair enough. As a consequence the following events happened: 1. I rang my nearest IKEA store (Leeds) to inquire if stock was available. I checked electronically and then spoke to an operative who went through the details with me. I wanted to buy my daughter (aged 9) the VISDALEN day bed and mattresses. The operative assured me that all items I would need were available. I explained that I would be coming some 60 odd miles, and would have to hire a van, so it was imperative that these items would be there. She confirmed that the items were in stock. 2. I hired a van and, with family, proceeded to IKEA. We went to the bedroom section immediately and asked to purchase the bed and mattresses. Our details were taken and them the operative at the station said that there were not any mattresses available (of the type usually sold with the bed) BUT, we could buy more expensive mattresses for this bed. I told him I had checked availability the afternoon before and 22 in stock had been quoted to me. He directed me to customer services. 3. We proceeded to customer services and stock was checked again. We were told that there were no VINTERGART mattresses in stock and that none were available elsewhere. The services adviser then said (after listening to what had happened previously) that it was IKEAs error and as a sign of good faith they would order the mattresses for us and deliver these - FREE OF CHARGE. She took all our details, including phone and post code, and said it would be no more than two weeks until delivery. She also said that IKEA would ring us the day before to advise the need to deliver. 4. My daughter has been using the bed with an inflatable mattress (longer than two weeks - hardly conducive to good posture and will probably lead to back problems in later life) and I decided - as we had heard nothing - to contact the Leeds store. Just as well, it turned out. 5. My first phone call was met with an abrupt response as I was told that no record of this existed. I explained that I had the till receipt the customer services adviser had given me and that I had paid 150 for two mattresses. She passed me back to the automated switchboard. 6. I repeated this procedure to another operative. Again, no records appeared but she gave me a new ID (417xxxx) and said she would make inquiries for me. 7. A message was left on my answering machine to say that a) There was no record of this transaction, b) Could I fax the receipt and C) IKEA dont deliver to my postal area. 8. I rang back to speak to this last operative (Karen) and was told that I could not as this was not possible. (Why?) The case was repeated yet again. I pointed out that not everyone had access to a fax machine. The reply was send us the receipt in the post . I pointed out that I was very annoyed (and that I realized that it was not this young ladys fault but that I was understandably upset). IKEA are keen to take money for goods, promise free delivery and then claim to no nothing. Sounds like a profitable venture if morally and ethically corrupt. 9. I asked the young lady to pass on, to her line manager, that I was unhappy and that I needed resolution in this case within a short time frame. I would ask you sir, is this the action of a multinational company? I spent, in total 235.00 on the bed, 150 on the mattresses and another 150 on additional items. A grand total of 535.00. Yet I receive the run around from your customer services? Having worked with many Swedish Nationals, I can assure you that their sense of honesty and belief in fair play is not reflected in this instance. A copy of this letter will be sent to various organisations and I will continue to campaign for these mattresses until I reach a satisfactory conclusion.
Dawn ODonoghue
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