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When I received really bad service from IKEA (it took over two months to get 2 cabinets delivered and the delivery was a complete mess (see http://www.seanglass.com/wordpress/?p...), IKEA responded by saying the only way I could complain or be heard was to write a letter to them. Has anyone else had this sort of brush off experience? How can we help them improve? The experience has really put me off IKEA.

Even if a cashier takes your items back and gives you a return receipt, it does not really mean that your money will be returned. In August I purchased some items from my new local IKEA store. I took them home and realized that I didn't really need or want these items, so I decided to return them. Apparently, though, IKEA doesn't feel they need to return your money when you return their merchandise.

I waited in line at the returns and exchanges counter and gave the items back to the cashier. I provided my original receipt and card used to make the purchase. The cashier typed away on her computer and ran my card through the machine and gave me a return receipt. Thinking everything was taken care of at this point like it usually is, I went back through the store, purchased some different items, and left. When I looked at my receipts more closely, however, I noticed that the "Authorization #" for my return was all zeros. Thinking this to be strange, I decided to check online in a few days after everything had a chance to clear, etc. I logged into my card sure enough, there was no refund posted. The charge for the new purchases was able to find its way into my account just fine, of course.

I called IKEA. After being on hold for 35 minutes, I was told that they already did everything and that it was my bank at fault for not posting the transaction. I informed the CSR that I had just gotten off the phone with my bank and that they confirmed that there is no pending refund on my card from IKEA, and activity not posted online hasn't happened at all (I see pending transactions as soon the card is authorized, it's pretty sweet). She responded that I should continue to wait an additional week or so "just in case" and call back if the refund hadn't appeared by then, but that she would "check on things" from her end a second time. Like magic, my refund from IKEA posted to my account within the hour.

Everything is taken care of now, but I shouldn't have had to spend 50 minutes on the phone to have my money returned. I guess the point of my story is to just stay on top of your finances; tracking your receipts is not enough.

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