IKEA KITCHEN with wood boring bettles

pantohead

I purchased a kitchen from IKEA in March 2012. Recently we noticed some holes in some of the doors and "tracks" bored just under the surface. It looked like woodworm.... We advised IKEA straight away.... We got a specialist company out to take a look at the issue (because IKEA were doing nothing) and they confirmed that it has been caused by a wood boring beetle that got into the timber before it was finished in the factory. We have advised IKEA of everything... To date they have done very little to help us. They got some guy out to take a look at it (over a week after we reported it and about 8-10 calls later) but he said he didn;t know what caused it but agreed it was probably some sort of wood boring beetle. They still haven't agreed to replace any of the damaged kitchen or treat it.

The customer service it a disgrace with them. I have called them about 10 times to date. You have to hold for about 20 mins each time you call. They have promised to call back on 3 occasions but they never have... They seem to be doing anything to get out of admiting they are responsible or replacing the damaged areas.

Has anyone else had any similar issues with IKEA in terms of customer service or wood boring beetles in their products.... Any advise on what we should do next???

slimjimmc

Give up phoning them. It's pen to paper time from here on.

a) Get a written report from the company you hired.

b) Put your complaint in writing.
Give a brief description of the problem, their poor response to date and the difficulty you've experienced in getting in contact with their customer service.

Advise them what you want (replacement units, treatment or whatever), that you will give them a fixed amount of time to sort it out (10 working days is usually reasonable) and that failing a satisfactory response you will seek redress through the Small Claims Court.
Don't forget to include you expect any ancillary costs for replacing/refitting to be covered by them, e.g. replace any tiles broken during replacement, etc.

c) Include a copy of the pest control report and send it by registered post to the branch manager, and obviously keep a copy of everything for yourself.

d) Follow through with SCC claim if it they miss your deadline unless you want them to think you're bluffing.

wmpdd3

i agree with the above post but the scc will only award you the price you paid for the kitchen, not any expenses you encounter replacing it.