Dear IKEA,
Two years ago I bought a beautiful, very modern looking Karlstad loveseat from my local IKEA. It was perfect for my small living room -- with a nice shade of green that complimented a painting a friend had done for me. I was thrilled. That is, until this month when things started to go awry.
I first noticed something was amiss when the base of the frame began to warp upwards, with dozens of tacks forbiddingly sticking out. It looked rather ghastly, but the couch continued to function well enough. And then one a random afternoon, I plopped down on the couch to watch some TV, and the left side collapsed to the floor. Wham! I was suddenly a few inches closer to the ground. A few days later, the same thing happened to the other side, resulting in this unpleasant site:
I was very much saddened. But I recalled that they claimed to have 10 year warranty on this product -- as documented on your company's website:
KARLSTAD
10 year warranty
What is covered?
This limited warranty covers defects in material and workmanship in the following components: frame, base, linen/supporting fabrics, legs, fittings, armrests, filling, bed mechanism and PIXBO HAVET mattress. This warranty applies to domestic use only.
What is not covered?
This limited warranty does not apply to the KARLSTAD comfort cushions that are sold separately. Click General Conditions below for more details.
How long does the coverage last?
The limited warranty is valid for 10 years from the purchase date by the original purchaser.
Great. It looks like I should be covered, right? The frame had essentially collapsed. I was the original purchaser, and it had been only two years since the couch was purchased. This should be the end of the story, but unfortunately it continues.
I went to the IKEA here in Michigan with the credit card statement in hand. It shows very clearly the charge for the couch and for the home delivery:
So I arrive at IKEA, wait 20 minutes in line to talk to a person, and they inform me that my warranty is void without the original sales receipt. But wait: My furniture was delivered -- AND I believe special ordered -- surely there must be SOME record? But no, she tells me, there is no record. And without such a record, I'm out of luck.
IKEA: This is unacceptable. Your company has a record somewhere of this transaction. That much is clear. Companies keep records. Its just what they do. So to tell me that there is no record is obviously disingenuous at best, an outright lie at worst.
Make things right, IKEA. Fix or replace my couch. It's the right thing to do. I want to continue my business there -- which has included shelling out thousands of dollars on furniture and home goods over the years -- but I cannot return without a sour taste in my mouth. Don't say you have a 10 year warranty if you intend to swindle your customers out of honoring it. Because that's what this feels like, even if its not your company's intention. So until you make this matter right, I intend to:
1) Keep this open letter posted on my blog. I will happily delete this entry as soon as the matter is rectified.
2) Not shop at IKEA. I'll go to Target for glasses. ArtVan for furniture. Hell, maybe even Wal-Mart from time to time. I love IKEA, but I can't in good conscious return. In my mind, they owe me a couch.
3) Tell my story to whoever will hear me. I'm not encouraging a boycott. I'm just sharing an experience of salty, impersonal customer service.
So please, I beg of you: Make this right. I'm not asking much. I'm not asking to be treated "special." I'm just asking for your company to honor its promise when this product was purchased.
Thanks very much for your time and consideration.
Sincerely,
Trevor Hoppe
