My first purchase at IKEA has really soured me because of their customer-unfriendly return policy.
I purchased a five-lamp track lighting-type of fixture ($39.99) and two extra sets of 35-watt halogen lamps for it. The total, including CT sales tax, came to $61.65, which I charged to my AMEX credit card. We found that the fixture does not provide enough light for the area we wanted. Unfortunately, I lost the original IKEA store receipt. So I printed out the transaction amount, date, etc. from my AMEX on-line statement, as proof of purchase.
I was told that, without the original store receipt, IKEA will only provide a store credit for the amount of the items purchased, not including the CT tax paid. (They said the latter is CT state law, not their idea.) They said my proof of payment only indicated that I bought some articles at IKEA on Aug 18 that summed to $61.65, including the CT tax. They said they had to have the original receipt to prove that the lighting fixture and extra bulbs were what was actually purchased.
I said (and they agreed and even demonstrated) that they could enter the SKU (or IKEA equivalent number), and it would show the price for each item. Despite this, they insisted their policy is to only process a refund if the customer has the original store receipt. I appealed up thru three levels of supervision/management there, to no avail. Because I have another 70 or days to decide what to do, I walked out with my original purchases.
Before I accept a store credit, is there anything else that might be done to get a refund processed to my AMEX account? The IKEA employees’ attitude conveyed during this transaction was a new low in customer “service.”
(Editor’s note: I contacted IKEA Yesterday and if the company respond, this column will be updated)
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