I placed an order with Ikea’s Lakeside Thurrock store for more than £900 of furniture in cluding a chest of drawers, a two-seater sofa, a chaise longue and two wardrobes.
When the items were delivered at the end of October, the sofa frame was not included. I was told someone would call back within 48 hours, but nobody did. Meanwhile, the chest of drawers and one wardrobe were damaged – the doors didn’t close properly. We didn’t even take the second wardrobe out of the box as that was clearly damaged.
The assistant at the store gave me a partial refund on the drawers, which we have kept, and refunded my delivery charge. She arranged for both wardrobes to be collected two days later, on condition that we dismantle the one we had erected. No one came.
After further shenanigans the furniture was redelivered. This time we had two boxes of doors and no frame. They also delivered a box of sofa arms that we don’t need.
This has been shambolic. In my case, the system between customer service and the store has obviously not functioned, delivery times don’t tally, and delivery people don’t know what they’re supposed to be delivering.
CG, London SE18
Ikea pops up with depressing regularity in this column, but even by its variable standards you picked the short straw, and we understand your frustration.
After Consumer Champions stepped in, you now have all the outstanding furniture of the right quality. Ikea initially offered vouchers for an undisclosed amount. It then upped its offer to £150 cash compensation which we think you should probably accept, just to draw a line under the matter.
Unfortunately, Ikea declined to give any detail about what went wrong and why, but said in a statement: “We naturally want all of our customers to be happy with the service they receive, and we have been in direct contact with CG to apologise. We have since resolved this matter to her satisfaction.”
We welcome letters but cannot answer individually. Email us at consumer.champions@theguardian.com or write to Consumer Champions, Money, The Guardian, 90 York Way, London N1 9GU. Please include a daytime phone number
