IKEA Fraud? Help? Worth talking to ACCC?

aerona on 02/04/2015 - 18:16
Last edited 03/04/2015 - 21:57

Our family has came across a dilemma, we bought a bed from Ikea, which was an ex display model. We were advised by the floor staff that the bed would be dismantled for us to go inside the house upon delivery.

Next day waiting, they came to our house with one person. Making my partner do the carrying too. The delivery person refused to bring in the bed and the frame was still fully assembled from store. Now i do understand this is a courier and not from the ikea brand but is it right for the staff to tell us one thing and not expect another.

Is this allowed? We called up and they told us to just look at instructions and buy our own tools which none were provided.

EDIT: the bed frame was intact

EDIT: The bed came in assembled

Since then we have contacted the IKEA customer service. First lady was not at all understanding at all and got very aggressive at my partner. I then recalled then in a calm matter and the lady I kid you not said "are you from the same person who called me before! Look up the website and look for the brochure and buy the tools!." So I told her I felt this wasn't fair as we were told differently so can I speak to the manager because I feel this is unfair on my part because tools weren't even included. This is when she retailiated really badly and she replied with, you should already know how to do it, fine, great.. I'll connect you then (all in a demeaning manner. Probably the most disappointing customer service I have ever came across.

Fast forward, I asked to talk to the supervisor who was a lot more helpful and patient. Was only willing to accept refund if I returned it myself even on these circumstances with my own expenses. I was disappointed at.the fact this was a company giant and was not able to resolve to any better solution but their supervisor was a lot more respectful to their customers.

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Comments

  • Ughhh on 02/04/2015 - 18:25
    +1

    one thing and not expect another.

    Im confused, whats that "one thing". Did they say they would assemble the bed for you? Ikea is all DIY. Does this even fall under the umbrella of 'fraud' ?? From what you said, seems everything is ok.

  • indium on 02/04/2015 - 18:27
    +2

    I think you're overreacting :/ they delivered the bed dismantled. Is it really a big deal your partner had to carry it 10m?

    • aerona on 02/04/2015 - 18:35

      the bed wasn't dismantled and we couldn't get it in the house, not really but dont they deliver these things with two people usually? what if it was delivered to an old lady? why is the customer carrying it from the truck, but thats the least of my concerns anyway. I'm more worried about what one staff said the unexpected. We don't have any tools or anything and weren't thinking we need anything.

      • ozhunter on 02/04/2015 - 18:52
        +5

        We don't have any tools or anything and weren't thinking we need anything.

        If they delivered the bed dismantled, as you claimed that they said they would, how were you going to put it back together?

        • aerona on 02/04/2015 - 18:58

          Staff advised us that they it included the dismantling and resetting up in the room by IKEA staff.

        • mskeggs on 02/04/2015 - 23:51
          +3

          @aerona:

          I can only assume there was some miscommunication. IKEA don't offer an assembly service at all.

        • mskeggs on 03/04/2015 - 00:12
          +2

          @ozhunter:
          Huh. I tried to find such a thing years ago and was told it doesn't exist! I guess IKEA listens to customers and added it!. Mea culpa.

        • mskeggs on 03/04/2015 - 00:13
          +6

          OP, if you paid for the assembly service and it wasn't provided, you do have a legitimate complaint.

        • cloudy on 03/04/2015 - 11:40
          +2

          @mskeggs:

          Or they lied to you, as it seems with the case of OP.

        • Serapis on 03/04/2015 - 14:42

          @cloudy:

          Probably didn't lie, but they use contractors for delivery. So the contractor didn't want to fulfill their part

        • Repi on 03/04/2015 - 19:51
          +1

          @ozhunter: I don't think the installers are Ikea staff, it's a contracting company used for assembly.

      • indium on 02/04/2015 - 20:39
        +3

        Sorry it sounded like it came dismantled, i guess it's pretty annoying if you couldn't fit the bed through a door and had to disassemble outside then reassemble inside when you were told this wouldn't be the case.

        I guess you have to ask yourself if you still would have bought the bed had they told you how it would actually be delivered. If you would have bought the bed anyway then don't worry about taking this any further, stressing over it will do no good.

      • Randxyz123 on 03/04/2015 - 12:02
        +5

        Am I really the only one who can kind of see where the OP is coming from? Lets say their partner was unable to carry the bed in what would happen then? It is very strange for something to be delivered by only one person.

        I think it would be reasonable to include a allen key and instructions even if the staff printed off the instructions and included it with the delivery. Or at least advise whoever is buying the product that it doesn't come with one….

        It is not worth calling the ACCC but I would call the store and ask to speak to the manager to express your disappointment with the delivery…

      • KnifeEnthusiastBoi on 06/04/2015 - 01:32

        Sorry to break it to you, my girlfriend's dad ordered very long boards (about 5-6M) from bunnings to re-do the floor on their basement, and although he paid for delivery, there was only 1 man. With the expected help of someone else to bring the boards into the garage or wherever you wanted them.

        They arent removalists, they're delivery persons. If they plop it on your doorstep or garage (is not too unreasonable) thats the end of their job. They arent paid to deliver it inside your bedroom

  • ozhunter on 02/04/2015 - 18:30
    +1

    Fraud? lol

    They did tell you it would be dismantled. Ikea is DIY, of course they don't provide tools for you.

    • airzone on 02/04/2015 - 22:40
      +9

      Lol, you mustn't get Ikea stuff very often. They include all tools bar the hammer :)

      • [Deactivated] on 03/04/2015 - 00:51
        +24

        They include all tools

        You spelled allen keys wrong. :P

        • Qroozn on 05/04/2015 - 01:30
          +5

          spelt

        • [Deactivated] on 05/04/2015 - 11:35
          +1

          @Qroozn: Aren't they both equally acceptable? Srs question here. I get confused over the -lt and -lled words all the time.

          Even Google says both are fine, no? :S but happy to be corrected. I do, however, pronounce it 'spelt' IRL, to make things more confusing lol

        • Scrooge McDuck on 05/04/2015 - 13:42
          +1

          *Allen keys

        • [Deactivated] on 05/04/2015 - 13:48

          @Scrooge McDuck: lol touché. I really ought to call it a hex key..

      • hayne on 05/04/2015 - 00:46

        @airzone How is it you're getting upvoted when you're so wrong?

        To waterlogged turnip's point, what tools have you received besides an allen key from Ikea?

        • [Deactivated] on 05/04/2015 - 11:37

          To waterlogged turnip's point, what tools have you received besides an allen key from Ikea?

          My post was tongue in cheek.. but in all seriousness, I don't recall getting anything other than allen keys. That doesn't mean they haven't offered anything else though. Bad memory is bad.

        • Scrooge McDuck on 05/04/2015 - 12:30

          @waterlogged turnip:

          I don't recall getting anything other than allen keys.

          Neither do I. But aren't Allen keys and some elbow grease all you need to assemble IKEA furniture?

        • [Deactivated] on 05/04/2015 - 13:49

          @Scrooge McDuck: I'm so glad that's "Made from high quality synthetic materials" and isn't literally "elbow grease".. o_O

        • airzone on 05/04/2015 - 19:47

          As in the spanner / wrench combo that come with some of the wooden frame beds to hold the beams to the end boards? The only tool required if you're disassembling and reassembling them? Granted you need nothing other than the supplied allen key with the other wooden and metal frame ones though.

          Admittedly all the recent ones I have done required byo phillips screw driver, but in days of yore, I have had them supplied too. I even got PVA glue in one kit.

          Of course the first thing I do with any ikea supplied tool is bin it and then use something more substantial. Except for those wrenches that come with the beds - because they are engineered to fit into tight places :p

  • Axelstrife on 02/04/2015 - 18:32
    +6

    April fools was yesterday.

  • aerona on 02/04/2015 - 18:47
    -7

    So in conclusion it is okay for a company staff to say they will dismantle and bring in the bed for you and refused returns? Yet will only deliver to your front door still made. And when you call only allow return if you drive the furniture back yourself? I'm seriously interested in consumer rights.

    • Kozhutki on 02/04/2015 - 19:05
      +12

      Good luck, this isn't fraud.

      • cloudy on 03/04/2015 - 11:42
        +4

        Correct, there is a difference between fraud and bad customer service. And ikea is bad customer service in this scenario.
        Fraud is more like lying about ur business operations and avoiding tax (yes yes I mention this coz ikea does this too)

        My advice to you is, spread the word of bad service and don't return.
        End of story.

  • [Deactivated] on 02/04/2015 - 18:55
    +3

    what rights ? u paid they delivered. end of story.

  • ozhunter on 02/04/2015 - 19:10
    +12

    You bought an ex-display model and they delivered it as is. I'd find it hard to believe that they would disassemble and assemble it for free.

    • aerona on 02/04/2015 - 19:20

      What if the floor staff said otherwise?

      • spackbace on 02/04/2015 - 19:24
        +3

        Do you have a recording of said conversation?

      • ozhunter on 02/04/2015 - 22:00
        +3

        I would have got it in writing.

        • altomic on 02/04/2015 - 22:25
          +7

          I would have got it in writing.

          in blood of course.

        • Scrooge McDuck on 05/04/2015 - 13:07
          +1

          Moral of the story:

          Getting everything in writing makes life easier.

      • lenlynn on 03/04/2015 - 13:36
        +2

        Did he mean, if you pay extra? As far as i know, you have to pay extra for them to assemble it for you again, or to have them deliver into your place.

        It's like most places when you buy a washing machine or fridge, delivery is just to your doorstep, not into your house to the bedroom/laundry, or up the lift to your apartment.

      • ozkiwi75 on 03/04/2015 - 17:35
        +8

        Dude, I don't know why you're getting neg'd. I'd be peeved too if I was sold a non-returnable item with a condition that wasn't fulfilled on the seller's part. To be honest, I think most customers would take the staff of a 'large reputable company' at their word. In Ikea's case, Fraud? I think not. But crap service, yes.

        • ozhunter on 03/04/2015 - 18:14
          +1

          I'm guessing it's partly due to the OP thinking it may be fraud or thinking of getting the ACCC involved. Also, ex-display models are generally sold as is. I don't think Ikea would disassemble and assemble it for free without acknowledging it on the invoice. Perhaps the salesperson just informed the OP of the option.

        • Scrooge McDuck on 05/04/2015 - 13:01

          @ozhunter:

          I'm guessing it's partly due to the OP thinking it may be fraud or thinking of getting the ACCC involved.

          I'd agree. But users shouldn't be negging the OP's posts indiscriminately; they should leave their feedback to the OP in the form of a comment and/or just neg the specific comments (if any) which are disagreeable. The blanket negging is passive-aggressive.

          Also, ex-display models are generally sold as is. I don't think Ikea would disassemble and assemble it for free without acknowledging it on the invoice. Perhaps the salesperson just informed the OP of the option.

          And perhaps the OP negotiated for this to be included but it was miscommunicated by IKEA.

          Why shouldn't we give the OP the benefit of any doubt that their version of events is correct? If you're sceptical then probe with a question.

          After further reading, it seems as though this whole phenomena was catalysed by one word: "Fraud" in the OP's title (albeit with a question mark), which mind you they haven't used again. The jokes are funny, but ineloquent people deserve help too, do they not?

        • ozhunter on 05/04/2015 - 16:39

          @Scrooge McDuck:

          Why shouldn't we give the OP the benefit of any doubt that their version of events is correct?

          Because it doesn't seem likely at all

      • PVA on 03/04/2015 - 23:55

        it should be written on the receipt if they were doing this - assembly is an extra charge.

  • spackbace on 02/04/2015 - 19:17
    +7

    If you buy an ex-display model off the "As-is" part of the showroom, you take it 'As-Is', no dismantling included, there's a reason it's cheaper.

    As said before, there's no "fraud" here, you bought a bed, you received a bed, in no way is there anything to resolve.

  • PissLUR on 02/04/2015 - 20:08
    +11

    fraud? wtf man

    • [Deactivated] on 02/04/2015 - 23:12
      +2

      Only slightly more serious than a scam.

  • Peanut money on 02/04/2015 - 20:19
    +15

    Call the cops

    • Kawaii69 on 02/04/2015 - 20:59
      +4

      I agree call the cops right now, btw the number is 000

      • altomic on 02/04/2015 - 22:22
        +8

        i think they just changed the number, I'll just google it.

        edit, still 000

        • leonheart1 on 02/04/2015 - 23:28
          -1

          A lot of misinformation here.

          The emergency number has always been 'Triple O'.

          Look at your dial pad and you see to type O you need to press the number 6. So the number is 666.

        • ukmark on 03/04/2015 - 02:59
          +16

          @leonheart1:

          Pretty sure it got changed worldwide to 0118 999 881 999 119 7253

        • [Deactivated] on 03/04/2015 - 07:37
          +2

          @leonheart1: Thats how you call satan

        • birnie on 03/04/2015 - 16:03
          +8

          @ukmark:
          ..and you have to pause before dialing the final 3 right ?

        • EVA-01 on 04/04/2015 - 01:25
          +1

          @ukmark: lol i just watched it for the first time on netflix

    • tommy-darko on 03/04/2015 - 00:50
      -1

      Call 911 NOW!!

      • [Deactivated] on 03/04/2015 - 00:53
        +2

        Thought you were going to link this lol

  • blitz on 02/04/2015 - 21:59
    +14

    Don't bother with the ACCC, they won't be able to help here. You need ASIO.

    • Kawaii69 on 02/04/2015 - 22:24
      +2

      I think both the ASIO and the police should be contacted, but then again that might not suffice?

    • altomic on 02/04/2015 - 22:25
      +20

      you need to contact the UN, HRC, as well as your local state and fed MP (upper and lower houses). and the ombudsman.

      Scotty is mobilising the Ozbargain helicopter.

      also I've created a petition on change.org

      • spackbace on 02/04/2015 - 23:15
        +6

        Still not enough, this is serious fraud people! Call in the army/navy/air force!

        You know what we need…? We need Chuck Norris… Yep we're at that level

        • LXE3 on 02/04/2015 - 23:27
          +1

          There must be a civil remedy for this fraud too, I'd engage lawyers. Should pick one up for $400 an hour on Ozbargain! Go get IKEA man, I say! Will be totally worth it. Bed would have cost a small fortune being assembled and all.

    • theStinge on 03/04/2015 - 00:10
      +6

      Bikies?

      • djones145 on 03/04/2015 - 09:36
        +1

        this!
        if not good call batman

        • maxall on 04/04/2015 - 16:58

          LOL, not fair for super man then.

  • [Deactivated] on 02/04/2015 - 23:17
    +5

    So did you get it into the house eventually? Sounds like a genuine pain that it arrived assembled if they said it would arrive in pieces (if you already knew the assembled bed wouldn't fit through doorways)… but.. was it actually that much hassle to work around the admittedly frustrating hiccup? Ie. to pull it apart and DIY?

    I'd say it was more of a miscommunication between their staff rather than fraud..

    • aerona on 03/04/2015 - 21:44

      Yes we did! After a lot of stuffing around and buying tool parts, we finally managed to dismantle it ourselfs and reassemble it again after buying set tools for the bed.

      • kdtrey35 on 04/04/2015 - 03:07
        +1

        Just out of curiosity, what are these "tool parts" that you keep going on about? Other than allen keys or screwdrivers I cant think of anything more you'd need to assemble a simple Ikea bed.

        • KnifeEnthusiastBoi on 06/04/2015 - 01:36

          not only that if you ask them im pretty sure theyll give them to you for free

      • supaderp on 04/04/2015 - 19:51
        +1

        Look at the bright side, you now know how to assemble a bed and own a set of handy tools.

      • hayne on 05/04/2015 - 00:49

        If you called Ikea and demanded they send tools to you, I can understand why they were getting annoyed with you. Not saying it wasn't poor customer service, but it's pretty clear that supplying tools is not a part of the Ikea MO.

      • Scrooge McDuck on 05/04/2015 - 13:46

        after buying set tools

        You could make a claim to IKEA for the costs you incurred.

  • LXE3 on 02/04/2015 - 23:28
    +2

    Seriously good entertainment!

  • p1 ama on 03/04/2015 - 00:23
    +1

    Fraud?

    Definition - "In law, fraud is deliberate deception to secure unfair or unlawful gain."

    So you're saying IKEA has deliberately deceived you for unfair or unlawful gain? Tough case you have there.

  • [Deactivated] on 03/04/2015 - 04:21
    +1

    seriously, just make a formal complaint if not go to your local fair trading in your state. Not a federal (ACCC) or Fraud issue really unless it was intentional deception related to finance.

    • hayne on 05/04/2015 - 00:50

      And what would they say to fair trading and what remedy are they seeking?

      I don't see any real redress other than a formal complaint and a Facebook post. At best.

      • [Deactivated] on 05/04/2015 - 03:13

        To accept the return including all expenses?

  • Hoju on 03/04/2015 - 07:22
    +1

    Failing all that, A Current Affair

    Seriously though I've had the same thing happen several times. I don't expect delivery people to lug things up the stairs to my apartment, even the woolies guys I run down to the truck and grab the boxes for them.

    In reality if you actually were an old lady, I imagine they would have taken it right into your door. Is your partner not able to do it or are you just wasting time on the principle of the thing instead of getting on with life and worrying about real problems (just saying)

    • aerona on 03/04/2015 - 21:46

      She brought it in with struggle. Was a whole asselbed bed frame turned 180 degrees.

  • [Deactivated] on 03/04/2015 - 08:45
    -2

    I don't know why you all have to throw in your sarcastic remarks.

    OP has a legitimate complaint here.

    You should have refused the delivery. Simple as that.

    Call IKEA and tell them what the floor person said.

    If they refuse anything tell them you will refuse delivery and take them to fair trading.

    Fair Trading would lean in your favour because regardless of how the transaction happened there is a strong focus on what you were led to believe within reason.

    I don't think it's unreasonable at all that the salesperson might have been talking about a brand new package coming disassembled and then offering the assembly service as part of the deal.

    These miscommunications can easily happen and it is up to staff and management training to ensure they do not, not up to customers to assume.

    Of course this also needs to be within reason and ultimately it will be up to Fair Trading case managers to determine what is and what isn't reasonable - but it is usually always bent in the customer's favour.

    • tohara on 04/04/2015 - 12:28

      im sure fair trading have more important things to do than trying to sort out 'he said - she said' issues

      • [Deactivated] on 07/04/2015 - 09:19
        +1

        You obviously don't know anything about Fair Trading or how it works or why it is set up in the first place.

        'He said - she said' issues are exactly what they are there to resolve.

        One day when you get screwed over - I hope you just sit there and take it because of your belief that Fair Trading have better things to do.

        • tohara on 08/04/2015 - 16:30
          -1

          hahahah

  • DavoX on 03/04/2015 - 09:38

    OP, Ikea charge a fee for this service, and a fee for delivery, did you pay these fees?
    …and do you have the receipt that shows you did?
    Then, have you been back in touch with the store, or just whinged here?

    • spackbace on 03/04/2015 - 15:07
      +1

      and do you have the receipt that shows you did?
      Then, have you been back in touch with the store, or just whinged here?

      Interesting that the OP has said nothing about this

      • aerona on 03/04/2015 - 21:47
        +1

        Delivery cost of $69 was paid, no assembley cost included as we thought it was also included as advised by salesman

    • [Deactivated] on 07/04/2015 - 09:21

      Whether he paid for it or not - the salespeople somehow led him to believe it was included.

  • djones145 on 03/04/2015 - 09:42
    +3

    not fraud, or a scam, maybe a mis understanding

    you might want to call ikea and see if your order had instructions for the bed to be dismantled, it might have been missed
    you might also want to confirm with them whether their delivery service includes bring it into the house (i have seen some charge more for bring it in, especially in apartments, do not u said house)
    if it does, it might mean the courier was at fault

  • altomic on 03/04/2015 - 09:57
    +7

    I think this has been talked about enough. This topic should be put to bed.

  • Baysew on 03/04/2015 - 10:22
    +1

    We were advised by the floor staff that the bed would be dismantled for us to go inside the house upon delivery.

    That didn't happen.

    So did you you ask Ikea why it didn't ?

    What remedy do you now seek ?

    • Davo1111 on 03/04/2015 - 13:00
      +1

      What remedy do you now seek ?

      +1

      It's just miscommunication. OP, what's done is done… move on

  • yessum on 03/04/2015 - 13:18
    +3

    I'm sure I'd be just as grumpy as you, but I really do think the floor staff advising you about it coming dismantled was more human error than "fraud". I think given ex displays are usually significantly cheaper, you're still not losing out.

    Just my 2 cents.

    • aerona on 03/04/2015 - 14:25

      Thanks all been sorted now, ended up buying special tools to dismantle the bed but feel the staff should definitely know more about their products for someone like I who are unfamiliar or inexperienced in the IKEA policies.

      • ozhunter on 03/04/2015 - 16:12

        but feel the staff should definitely know more about their products

        What didn't they know?

        I think it's reasonable to assume that dismantling and assembling products isn't included in the price.

        Good that it's all sorted now, though from the OP and your replies, there likely was some miscommunication.

      • Typical16-bitEnjoyer on 03/04/2015 - 21:53
        +3

        "Special tools"?

        What…a screwdriver?

        • PVA on 03/04/2015 - 23:59
          +4

          allen key.

      • algy on 05/04/2015 - 10:17

        special tools

        Dude it's an allen key…

  • OzzyOzbourne on 03/04/2015 - 13:45
    +2

    It's not fraud, but ikea failed to meet your verbal sales agreement with them, which is a contractual agreement whether verbal or in writing. You have rights under the Australian consumer law act, which most people don't seem to realize even exists. It's still a case of put up and shut up here, then stick your head back in the sand.

    As this case in minor, it depends how far you are willing to go to enforce your contractual agreement with them and if it's worth your time.

    This case really isn't worth the effort, just go elsewhere in future and perhaps write them a letter to say why you are doing so. After all, nothing improves when we just keep our heads in the sand!

    • PVA on 04/04/2015 - 00:00
      +1

      I was going to say verbal is good enough but how do you prove that it was said when Ikea never provide this service for free.

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