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ikea Complaint - Terrible customer service - Returns
ikea Complaint

ikea Complaint

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Terrible customer service - Returns


Dear Sir or Madam:

I’m writing to relate my recent experience at IKEA East Palo Alto. On Friday, August 28th, I purchased about $250 worth of items, including 6 folding plastic chairs and 6 black seat cushions to go with them. When I came home, I set up the chairs and put one of the cushions on one of the chairs. At this point I decided I didn’t need the cushions, and I placed them in my car for return to the store. When I returned to the store three days later, on Monday, August 31st, the customer service representative commented on the lint on the cushions, and asked if I had used them. I told her no. She then called over another representative to point out what she called a stain on the cushion. They then proceeded to call a manager, William, who sauntered over, rubbing his belly and taking time to watch the television in the waiting room, as I stood at the customer service counter juggling my young daughter in my arms. The customer service representative explained that she had found a stain, but she could not locate it again. When I asked her about it, she claimed it was a coffee stain, which, if true, would not have shown on a black cushion. The manager told me he could not accept the cushions back because of the lint on the cushions. I asked if he could provide me with a lint brush so that I could clean them, but he refused.

I understand that IKEA’s return policy calls for unused merchandise in the original packaging. The cushions I attempted to return had not been used, and retained all of their original tags. The staff at the East Palo Alto store effectively accused me of lying and I am incensed by the implication. Due to this ill treatment, I left the store immediately and took my business to my local Target, where I bought the additional items I had originally planned on picking up at IKEA after I made my return. For $36 in returned merchandise, the store lost at least another $100 that I would have spent today. In addition, I will not patronize IKEA again, and I intend on publicizing my experience in order to discourage others from shopping at IKEA and receiving the same poor treatment.


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