stillathome!
Registered User
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- 87
Hi,
I purchased items in IKEA in Belfast last month and when starting to move them in to my new home discovered that one of three packages was broken.
To save me taking a days leave from work or giving up my weekend for what would only be 20 minutes in a shop my parents offered to take the broken package and other items, as I bought alternative/stronger furniture, back to IKEA Belfast along with a note from me confirming they had my permission to seek a refund on my behalf which had also been emailed to IKEA a few days beforehand, the original receipt and my Laser card.
IKEA refused to refund the payment to my card as I was not there in person, refused to assist in any way and also refused to accept a phone call from me or my bank to confirm my details. I rang their customer services office in the UK and was refused access to a supervisor and was told this was all legal under the Data Protection Act - they can't process a card if the cardhold is not present. If this is the case how do people buy online etc??!?!?
Called the Data Protection Office and the Consumer Agency and both agreed that there was no legal issue and it was obviously a company policy. Needless to say IKEA's story changed to it being 'Store Policy'.
My parents were still refused a refund, were threatend with removal from the store by security and the best solution IKEA would offer was a store card for me to bring up in person at another time for a refund or to use in their store. Needless to say after the way my parents were treated and I was lied to on the telephone there is no way I would shop with them again so only accepting a refund.
Has anyone come across something like this previously and am I correct that I am legally obliged to be present for a refund to be processed?
I am not prepared to make another journey up to collect what is rightfully mine - surely in this day and age it is possible to process a refund over the phone. Have sent an email to IKEA customer services to make a formal complaint but considering I had phoned (been told it was no problem) and emailed them, just for written confirmation to add to the name of the girl I got verbal confirmation from, a week in advance to ensure it was ok for my parents to return the items for me and they didn't contact me till after all of this happened I don't hold out much hope, especially considering that the girl in IKEA C. S. told me it was no problem for my parents to return the items on my behalf for a refund!
Sorry for the lengthy post but wanted to be sure I covered as much as possible for any replies/advice people can give.
I purchased items in IKEA in Belfast last month and when starting to move them in to my new home discovered that one of three packages was broken.
To save me taking a days leave from work or giving up my weekend for what would only be 20 minutes in a shop my parents offered to take the broken package and other items, as I bought alternative/stronger furniture, back to IKEA Belfast along with a note from me confirming they had my permission to seek a refund on my behalf which had also been emailed to IKEA a few days beforehand, the original receipt and my Laser card.
IKEA refused to refund the payment to my card as I was not there in person, refused to assist in any way and also refused to accept a phone call from me or my bank to confirm my details. I rang their customer services office in the UK and was refused access to a supervisor and was told this was all legal under the Data Protection Act - they can't process a card if the cardhold is not present. If this is the case how do people buy online etc??!?!?
Called the Data Protection Office and the Consumer Agency and both agreed that there was no legal issue and it was obviously a company policy. Needless to say IKEA's story changed to it being 'Store Policy'.
My parents were still refused a refund, were threatend with removal from the store by security and the best solution IKEA would offer was a store card for me to bring up in person at another time for a refund or to use in their store. Needless to say after the way my parents were treated and I was lied to on the telephone there is no way I would shop with them again so only accepting a refund.
Has anyone come across something like this previously and am I correct that I am legally obliged to be present for a refund to be processed?
I am not prepared to make another journey up to collect what is rightfully mine - surely in this day and age it is possible to process a refund over the phone. Have sent an email to IKEA customer services to make a formal complaint but considering I had phoned (been told it was no problem) and emailed them, just for written confirmation to add to the name of the girl I got verbal confirmation from, a week in advance to ensure it was ok for my parents to return the items for me and they didn't contact me till after all of this happened I don't hold out much hope, especially considering that the girl in IKEA C. S. told me it was no problem for my parents to return the items on my behalf for a refund!
Sorry for the lengthy post but wanted to be sure I covered as much as possible for any replies/advice people can give.
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