We purchased a couch on **** and the frame was not a "self serve picking" item, so we h...

GetHuman-abgran's customer service issue with Ikea from September 2018

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The issue in GetHuman-abgran's own words
We purchased a couch on **** and the frame was not a "self serve picking" item, so we had to get it from the store picking location. It was a SANDBACKEN pullout couch. At the time we purchased it the pillows were out of stock. When we got back to our apartment and put the couch together we found we were missing the pullout part of the couch. Since we needed to go back for the pillows anyway we figured we could get the pullout part at the same time. After a couple hours back and forth with an IKEA employee at the return exchange counter, we realized that we were originally given the incorrect couch - the couch that did not include the pullout. We were told we needed to return the couch we were given and rebuy the pullout version. Since this was unexpected we decided we would get the pillows that the couch was missing and do the frame exchange at another date. When we got home with the pillows we purchased it ended up being some large rolled up bed mat. So we were given the wrong item a second time. *My question is now that we have to make a third trip to ikea (which is an hour and a half round trip without traffic) is there anyway we can only get the pullout part and not completely take apart our frame that is set up, to rebuild it again with the pullout piece. The pullout piece is a separate item that just folds up under the couch. It would be a huge inconvenience for us to exchange the couch we already put together to have to rebuild it again. I have tried to call to understand our options before making the commute to the store but need to know if taking apart our couch, bringing it back to the store and getting the pullout version is necessary, or if in the trip to IKEA we can simply pick up what we are missing. If someone could give me a call at ********** to discuss this that would be greatly appreciated. Thank you!

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Customer service issue
Reported by GetHuman-abgran
Sep 18th, 2018 - 3 years ago
Not resolved
Seen by 5 customers so far
Similar issue to 7587 others
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GetHuman-abgran started working on this issue
Sep 18th, 2018 1:35am