I purchased a Karlstad sofa 9 months ago, and already it is falling apart. The arm is hanging on by a thread, and the middle support is sagging. At 110 lbs, I don't think I'm causing an unreasonable amount of stress.
Called the customer service line - on hold for over 20 minutes - get transferred several times - call dropped. This goes on for days.
Next I contacted customer service via the web based chat application. The rep tells me that I have to bring the sofa back to the store and have it inspected. Not an easy task for an old lady who doesn't drive. The rep also reminds me that it is at IKEA's sole discretion to honor the warranty.
Nowhere in the warranty papers does it say I am responsible for bearing transportation costs for a sofa that has fallen apart.
The warranty appears to be nothing more than a sales tool. Customer service is non-existent, as you are never able to talk to anyone.
I had planned on letting IKEA remodel my kitchen and 2 bathrooms - but now I am afraid to get stuck again.
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