Last week I bought over $700.00 worth of merchandise at the IKEA in Roundrock, Texas. When my husband and I got home he opened one of the cabinets and began putting it together. He soon realized that it was missing a main piece. So the little that he had done (2 pieces) he had taken apart in order to take it back. After we discussed it, we decided that the cabinet was not sturdy enough for what we intended to use it for. (Hard to tell until you see what type of material you are actually dealing with.)
I went to return it as I still had the receipt and my husband had put it in the original box. Of course, since he had opened it, he added tape to keep it securely shut so that pieces would not come out in transport back to the store.
I went to the return counter and informed the customer service rep, Rebecca (with her attitude there is no way she would ever work for me) that the cabinet was missing a piece, but that I actually wanted to return it as after a closer examination it was not what I actually needed. Before, I could even finish, she rebutted that they (IKEA) would not accept the return based on their return policy.
I disputed this citing that their return policy states "If you are not completely satisfied with your purchase, simply return the unused item to the IKEA store in its original packaging within 90 days unless noted below. A receipt is required for all returns and exchanges."
I then asked for a manager. The manager, Natasha, was even ruder than the Rebecca. She was no help and basically tried to walk off in the middle of me asking for the corporate offices phone number. No wonder I have heard so many negative thing about this store. They have employees that do not know the meaning of CUSTOMER SERVICE. I never got an answer from Natasha, except that there is not a corproate office that I would have to take the complaint up with the call center.
I called the call center and they immediatley identified, as I was trying to place a complaint, that I needed to call the corporate office. Funny, that Natasha THE MANAGER had just said that they did not have one.
I find it interesting that they will accept a return on a used mattress, but will not accept one for a cabinet that is in a box...
Mattresses: "Love it or Exchange it." You may return your mattress once 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.
I would like a refund of my money, I will gladly return the product to the store, and their Return Policy revised to actually read 'open' instead of 'unused'.
If anyone has already started a class-action, I want to join. This is a rip-off!!!
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