On August 7, I went to Ikea in Frisco to return and exchange bedding purchased on Jun 10. They refused to exchange it.
Their return policy reads: "If you are not entirely satisfied with your purchase, simply return the unused item in its original packaging within 90 days unless noted below. A receipt is required for all return and exchanges.
Mattresses: "Love it or Exchange it". You may exchange your mattress onece within 90 days, if you don't love it. Return your mattress with your receipt to the store and select your new mattress. We are unable to exchange your mattress if your merchandise is found to be dirty, stained, damaged or abused.
Sorry, we cannot accept returns on used bedding (linens, quilts, pillows and mattress pads), cut fabric, products from the As-Is department and custom countertops."
When you acturally try to return unused bedding at the store, they revise the return policy by defining "used" as "open". However, when I contacted another store (Round Rock, Tx) their customer service said that they will inspect the bedding to determine if it is used or not. The Frisco store would not even look at the products.
On June 10, I purchased, a queen duvet set w/shams ($59.99), 2 queen pillos ($9.99 each), Queen flat sheet ($9.99), queen fitted sheet ($9.99), queen pillow cases ($4.99) and a queen comforter (79.99) for a total of $184.93 plus tax. My total purchase for that day was $338.73.
I bought this bedding for my daughters bed at Texas Tech University in Lubbock. On July 29-August 1, we went to Lubbock to take the items purchased. Unfortunatey, the bedding did not fit the mattress. The fitted sheet would not stay on, the pillow cases were cut too small for the queen pillows, the duvet cover with the comforter inserted was too short for the bed. So we decided to return these items and exchange them for King items instead. I was going to adjust/alter the fitted sheet myself. We were not asking for a refund.
IKEA refused to even look at the returns. Although I presented my recipt, all they could do was read me the return policy. I tried to repeatedly explain that all the items were unused. But they told me the any opened item was considered used. They further told me that all retail stores were like that. I informed that all other stores would take the product for an exchange, and ship the items back to the manufacturer for store credit on future shipments.
Additionally, I pointed out that their policy states that "if you are not entirely satisfied with your purchase, simply return the unused item with 90 days. Tell me, how do you know if you are completely satisfied or not without taking it out of the package???
I am completely unsatisfied. I spoke with 4 customer service personnel (I asked for the store manager, but apparently he was not there). They were all rude, combatavie, and would not even hear my issues. On representaative, kept looking at my ticket and telling me that 6/10/08 was really already pst the 90 days return allowance. She said that basically, August 7 was really equavilent to the 90 day allowance.
Everytime I asked to speak with the manager or their supervisor, I kept getting a younger and younger person.
Information, my ticket number is 018300760109061008,6/10/08 at 18:15
I paid by Mastercard $338.73
The Item numbers are:
Item #6,00080214, Supplier Code 14673, Tanja Brodyr Quilt w/shams, $59.99
Item #14.80050251, Supplier Code 19489, Sova Fitted Sheet, $9.99
Item #15,40050408, Supplier Code 19489, Sova Flat Sheet, $9.99,
Item #7,70050435, Supplier Code 19489. Sova N PC,
$4.99,
Item #21,30133447, Supplier Code, 18911, Gosa Pinje Fill, $9.99,
Item #22,30133447, Supplier Code, 18911, Gosa Pinje Fill, $9.99,
Item #23,80132134, Supplier Code 18180, IKEA 365 Mysa Comf, $79.99.
The tax was (8.25%) $15.26 for a total of S200.19.
I find it interesting that they will accept a return on a mattress that has been slept on by someone but will not accept returns on bedding that has not been used or slept on at all.
I thought the personnel were rude and totally unwilling to even discuss the situation.
Now I would like a refund of my money, I will gladly return the products to the store, and their Return Policy revised to actually read "open" instead of "unused".
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