Monday, May 16, 2011

IKEA Returns Policy Generates Consumer Complaints to the Better Business Bureau

IKEA in Costa Mesa, California may be in hot water with customers after it
received notice from the Better Business Bureau. One of its' customers
complained about what is allegedly a misleading advertising campaign
in-store that promises "easy merchandise" returns.

Here is the full Complaint Text from the Better Business Bureau:

"CURRENT ADVERTISING SIGNAGE PROMINENTLY DISPLAYED THROUGHOUT THE STORE
STRONGLY IMPLIES THAT MERCHANDISE IS EASILY RETURNABLE FOR 100% REFUND. THE
CUSTOMER ACTED UPON THIS ADVERTISED RETURN POLICY. THIS SIGNAGE WAS A
MATERIAL FACTOR IN THE CUSTOMER'S PURCHASE DECISION. THE CUSTOMER RETURNED
THE MERCHANDISE IN THE ORIGINAL CARTONS AND PACKAGING, AS WAS REQUESTED IN
THE PROMINENTLY DISPLAYED IN-STORE SIGNAGE.

UNFORTUNATELY FOR THE CONSUMER, A DIFFERENT DISCLOSURE IS PROVIDED TO THE
CONSUMER AFTER THE PURCHASE IS MADE AND PAYMENT HAS BEEN TENDERED. THE "NEW"
DISCLOSURE IS AT THE BOTTOM OF THE SALES RECEIPT. IN VERY FINE PRINT IT SAYS
MERCHANDISE MAY ONLY BE RETURNED IF IT IS UNOPENED, WHICH CONTRADICTS THE
PROMINENTLY DISPLAYED ADVERTISEMENT. BECAUSE THE RECEIPT WAS IMMEDIATELY
PLACED IN THE CUSTOMER'S WALLET FOR SAFE-KEEPING, HE DID NOT SEE THIS
DIFFERENT DISCLOSURE LANGUAGE UNTIL IT WAS POINTED OUT TO ME BY THE CLERK
RESPONSIBLE FOR CUSTOMER SERVICE.

IKEA IS MISLEADING THEIR CUSTOMERS WITH IN-STORE RETURNS POLICY SIGNAGE THAT
IS MATERIALLY DIFFERENT THAN WHAT IS ACTUALLY FOLLOWED BY STORE PERSONNEL.

Resolution Sought: IKEA ARBITRARILY CHARGED ME A 30% ($137.03) "RESTOCKING
FEE" AND SHOULD REFUND THIS MONEY IMMEDIATELY. IKEA MUST REPLACE MISLEADING
IN-STORE 'RETURNS POLICY' SIGNAGE THAT MORE ACCURATELY AND COMPLETELY
DISCLOSES RETURN POLICY. "
Date Problem Started: 5/16/2011
Date of Transaction: 5/9/2011
Amount in Dispute: $137.03
Complaint Type: Refund/Exchange Issues
Product or Service:

Visit the store and let us know what you think:

IKEA
1475 South Coast Drive
Costa Mesa, CA 92626
Website: WWW.IKEA.COM
Phone: (714) 751-7167

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