SULTAN BED / Failure to honour 25 years guarantee
Bought a SULTAN BED from IKEA at their Straiton Store, Straiton Road, Midlothian on 17 04 2007 with a 25 years written guarantee detailing all the parts of the bed that were covered by the 225 years guarantee. I have a copy of the guarantee tohand.
The bed base started to give way and on inspection I found that the supporting screws on the side frame of the bedbase had become stripped. Closer examination of the holes that they left on the frame showed quite clearly that the wood was more like compressed sawdust than real wood. To my mind that is the weakness in the bed construction and therefore it is not come too much of a surprise that the frame has collapsed. When I purchased the Sultan BED, I did not think of inspecting the wooden frame so closely because of the fact that it carried a 25 years guarantee.
Contacted IKEA about this. They arranged to send two "Co-workers" to inspect the bed on Saturday 27 January. Having duly inspected the damage they told me that the bed would be replaced under the guarantee but they would have to report back to the store what they had found wrong with the bed on inspection.
As a new bed was not delivered. I contacted the IKEA Store Manager by letter. Received a reply from Stephen Sands with the following title " IKEA Edinburgh Customer Service Specialist". He sent me a rather protracted letter of explanation the bottom line being that he said that THE SULTAN BED 25 years guarantee only covered the matress not and nothing else. However, closer study of the 25 years guarantee clearly states that the Sultan bed base springs and frame are fully covered by the 25 years guarantee.
The so called "Customer Service Specialist" has tried to evade responsibility in this matter by refering to a part of the bed called
Aspelund Bed frame is not covered by the 25 years guarantee and is only covered for one year. There is no specific reference anywhere to that in the written 25 years guarantee that I was given at the point of sale and have still got in my possession today with a copy of the receipt. This is a real con trick if ever I have come across one and as a retired professional Sale Manager of many long years experience I utterly reject this stunt. I want other people to know that I am disgusted with their off-hand non-existant after-saless policy and have said to in writing to their manager.
Perhaps a little pressure from you would help them to review their policy and perhaps even replace either the SULTAN BED entirely or the frame and springs. Incidently that is what I suggested to them but they have refused to do that and wish to charge me for a new frame, which I steadfastly refused to do.
"Senior Citizen aged 79 years and although extremely
fit and young in mind ( I carry a Black-belt in TAE KWON-DO ) BUT OF COURSE DO NOT WISH TO EXERCISE THAT TECHNIQUE IN THIS INSTANCE".
Ranald MacDonald Snr.,