My complaint:
I am writing to express my deep dissatisfaction with the service I have received regarding my recent purchase from IKEA Wembley, which has created distress and left me feeling that my consumer rights have been breached.
I purchased items from your Wembley IKEA store on 10th January 2024, and Shift delivered them on the next day. Upon assembling the furniture on Saturday, 13th January, I discovered that the right-hand panel was damaged upon delivery, as evidenced by the attached image.
I ly contacted the store to report the issue and was informed that a replacement piece could be ordered but it could not be delivered until 24th January, as indicated in the attached order document. I was assured that IKEA would send a ation email and text to the delivery details. However, I am still waiting to receive communication.
Concerned about not being contacted and eeding more information, I called IKEA on 25th January to inquire about the replacement status. Unfortunately, my experience has been less than satisfactory. I was transferred multiple times, and the last representative could not access my order because the previous IKEA employee was still logged in. The hold time was excessive, and I was eventually informed that a ation date for the replacement could not be provided. Frustrated with the situation, I demanded a refund and was told that the item needed to be picked up, with a proposed date of 3rd February.
This situation is inconvenient and raises concerns about a potential breach of my consumer rights. I paid for an item that was damaged, and despite my legitimate concerns, there has been a lack of effort to address the issue ly. The time taken to resolve this matter clearly violates my rights as a consumer.
I am seeking answers to my complaint and a swift resolution. I request the immediate dispatch of a new item in the proper condition or a full refund without further delays. It is crucial to note that this furniture is being assembled for an elderly lady (83 years old), and the delay in resolving the matter has caused distress and hindered our ability to finalise the setup.
Suggested solution:
I request the immediate dispatch of a new item in the proper condition or a full refund without further delays.
I insist on being contacted and expect a resolution by the beginning of next week at the latest.
