Ikea Complaint - Ikea Places Blame On Consumer; Does Not Acknowledge All Of Complaint and Advertises Falsely
COSTA MESA, CALIFORNIA -- I have received various repsonses from Ikea about my concerns and none have acknowledged all of my concerns. I was even blamed for one of my concerns. I have filed a complaint with the BBB. Ikea did respond and now I will file a complaint with the Attorney General's office.
I have 3 issues. The first is that face that I purchased a Hopen queen bed frame in September 2009 for $249. I received an email from Ikea, an add, that indicated the $249 price was last years price and this years price is $179. I called Ikea about this and the representative said Ikea's new year starts with the catalog. I said the catalog came out in August. She did not have a response. I emailed Ikea and here it is along w/their response:
Dear Ikea, October 21, 2009
I am writing to you today because I received an email from Ikea advertising the Hopen queen bed frame at $179.00. I purchased this bed frame about 3 weeks ago in your Costa Mesa store for the price of $249.00 plus tax. The Ikea advert indicates that the $249.00 price was last years price thus, I would like a refund of the difference since I was incorrectly charged for the purchase I made this year.
I look forward to hearing from you soon.
Thank you for taking the time to contact us.
There are several reasons why there may be a price difference from store to store. An IKEA store offering the lower price may not be
selling the item anymore due to a range change.
It is also possible that the item may be overstocked and is taking up too much space. Each IKEA store also has the ability to deviate from normal pricing based on the local market conditions.
We do hope this information has been helpful, and we thank you for your inquiry.
IKEA Customer Care Center
Here is my response:
Thank you for your response to my inquiry. With all due respect, the price differential from store to store or Ikea's inventory concerns to influence a price change is not my question and frankly does not influence the intent of my letter. I am reading the verbage indicated specifically in the Ikea advert and it simply states in black and white that the $249.00 price for the Hopen queen bed frame "is last years price," and the price now is $179.00. Therefore, I should not have paid last years price of $249.00 as the advert suggests.
The advert is misleading and misrepresentational of the facts. The advert suggests that this years price is $179.00 by claiming last years price was $249.00. Again, if last years price was $249.00 I should not have been charged $249.00 3 weeks ago, this year, since Ikea was still charging last years price this year.
Since this is Ikea's response, I have filed a complaint with the Better Business Bureau which is now not limited to this original inquiry but also, my experiences with Ikea. If my request is not addressed appropriately, my next step is to file a complaint with the State of California's Attorney's General's Office.
I look forward to hearing from you soon with a resolution. I have included the image of the ad sent to me along with the complaint I have filed with the Better Business Bureau listed below.
The point is the ad indicates this was last years price. It does not idicate a price reduction due to inventory or of locale. I am the consumer and I read an ad that states what I paid was last years price and last year was 2008. The ad claims this years price is $179- 2009. That is my point and that is what the ad states. Ikea should place their dislaimer in the ad as stated in the Ikea email repsonse otherwise, don't tout last year's price in comparison to this year's price. I filed a BBB complaint:
In late September of this year, I purchased a Hopen queen bed frame from Ikea in Costa Mesa for the price of $249.00. Two days ago, in my email sent from Ikea's mailing list, I received notification that the Hopen bed frame is actually $179.00.
The advert touts last years price was $249.00 and this years price is $179.00. If last years was $249.00, I should not have been charged $249.00 this year. Ikea should not tout last year's price in their ad while charging last year's price this year to consumer's such as myself. It is misleading and unethical and wrong because they were and have charged last year's price- this year, to me.
I am disappointed with Ikea. I have already had to return a defective item 3 weeks that was damaged. Also, this bed frame I am referring to requires a bar in the center to support a mattress. No one told me that it was required in order to get this bar to complete the assembly of this bed frame. After spending hours putting it together so I could place my mattress in the bed frame, I was unable to do so. I had to go back and purchase the bar for the bed frame when I could have purchased it initially.
I am not too happy with the fact that I had to return a defective product out of the box. I am not too happy that I was told by the Ikea representative that I only needed the bed frame and mattress and not the bar of which I did require and had to make an extra unnecessary trip back, and now I am upset I was incorrectly charged last year's price this year.
Resolution Sought: I want Ikea to refund me the difference of what I was charged. I was charged $249.00 (plus tax) last year's price- this year, and this year's price of $179.00 (plus tax). I would like the difference of this amount refunded to me. I would also like Ikea to not make false claims in their adverts. True, last years price may have been $249.00 but that was also this year's price up until apparently October 20, 2009. As a consumer, this is misleading along with confusing. It is deceptive.
Ikea's response to my BBB complaint does not acknowledge my defective item I had to return. Great customer service!
Here is Ikea's BBB Compaint Response:
Company's Initial Response - Posted 10/26/2009
Hello, Thank you for taking the time to being your concern to us. As stated we have recently changed the price of several items, including the bed in question. As many stores have done, we have looked at the desires of the market and have worked hard to lower prices on items to allow the "many" to purchase them. Any of our new items will have the advertisement that states something on the lines of "New lower price", including last years price, and this years price. You are claiming that it does not make sense that you bought the item this year, but are paying last years price when you should be paying this years price. You bought your item late September 2009. Last year would have been late September 2008. If you would have purchased the bed when it went on sale, (around 11/20/2009 lets say) you would have paid $179.00, compared to the price of $249.00 if you would have bought it 11/20/2008. In regards to the bar that is needed to properly use the bed, there are numerous signs communicated in the showroom, and in the warehouse that indicate you need this item. Also, on each items tag that indicates where to pick up the item you would like, there is a list of items included in the complete item (which the metal bar is listed on).
Initial Response Summary
IKEA has made no false claims. We will not be refunding any additional monies to customer. We will also continue to advertise as we do now.
I am insulted because I failed to see any "signs" in regards to the beam that goes along with the bed frame, separately sold I might add. I called Ikea the next day about the beam after I realized, after spending two plus hrs putting the bed together, that is was missing. The representative on the phone told me this is common. She suggested they get phone calls like this consistently and she even suggested that the beam should be packed with the bed frame- because it is necessary. Also, this conversation was reinforced when I returned the defective drawer at Ikea's Return Dept. The representative there said the beam issue is common. People are not informed or aware it is required. The thing that gets me is that I am told there are signs about this beam. Are the signs of relevance when I was assisted by an Ikea employee who helped me pick out the bed and mattress and who advised me which items I needed and which aisle to go to. Perhaps instead of blaming me for this - I missed the consumer Ikea mandatory training session- the representative perhaps is the one who should see the signs and get proper training.
I will answer their response with the CA AG's Office. I was told in order to get the price differential I will have to go in and purchase the same bed and then haul it over to the return department when I called the store- as a work around to this issue. How inconvenience and stupid is that? The advert is still misleading. Again, don't tout last year's price when you were charging last year's price this year!