Drew writes:

My wife and I were very excited that a new IKEA store opened near our house. After a lot of planning, measuring, and consideration, we decided to purchase several bookshelves (from the Buddy line) and a large bookcase (from the Expedit line) for our home. We purchased nearly $600 worth of shelves, $200 of which was the Expedit bookcase.

I've assembled knock-down furniture before — Sauder, IKEA, etc — and I know from experience that it is important to carefully inventory (to make sure nothing is missing) and read the directions (to make sure you're using the right piece at the right time) before starting assembly, which I did.

It wasn't until one of the last steps in the (long) assembly process that it became clear that there was a problem with the materials — the pieces simply did not line up to allow finishing of the assembly. The top piece and side piece simply did not match up in one of the final steps. So, I carefully UN-assembled everything, re-read the directions, and verified that I was using the pieces appropriately. I was, so we started to re-assemble the bookcase. Near the end of the SECOND assembly, the problem was still there. It was apparent that this particular bookcase was defective. We also decided that it was too large for the space we'd intended (we'd measured the space and the model bookcase before purchasing it). While it FIT, it didn't look right to us, so we decided we wanted to get our money back.

My wife & I unassembled the piece (again) and loaded it into her car with the original boxes. This evening (1 day after purchasing the item), I drove to IKEA to return the item.

That's when the trouble started.

I loaded the pieces of the bookcase onto one of their carts and wheeled it into the returns department. I told them the piece was defective. They asked if I wanted an exchange. I said no, that it was larger than we wanted; we'd just like our money back.

They said that because the piece had been assembled (I'd left the little wooden connection pegs installed), and that the piece wasn't IN the original boxes (it was ON the original boxes — I was not interested in using my time to repack it in the boxes), and that the hardware (screws and stuff) were in a ziplock baggie and not their original packaging that they would have to charge me a 30% restocking fee. I asked if that held true even though the piece was defective and the clerk at the counter indicated that it was. I asked to speak with the manager on duty, and shortly, Marcie came over.

I explained that the piece was defective, that we didn't want it anymore, and that we wanted our money back. She looked at the piece and said that because I'd built it, they had to charge me the restocking fee because "they couldn't sell it like that". I asked her what other way besides building it she suggested to determine that the item was defective, and she had no good answer for that. I suggested that they assemble the piece there in the returns department, but she said no. They held their line firmly — I walked out with $140 of the $200 item we'd purchased.

So, I spent lots of time building this thing (twice) only to find out it was defective, and for my patience, sore back, and time spent loading and unloading it in our car, I am rewarded with a $60 charge.

The refund policy (the one featuring the graphic of the heart-shaped red pillow with outstretched arms) doesn't specify anything about defective merchandise nor does it indicate the restocking fee.

I feel like IKEA should at least refund my $60 since their product was defective. I'd like to do a corporate email carpet bomb. Any tips for locating IKEA management's email addresses?

A 30% restocking fee on a defective item seems like the sort of thing that should be disclosed in big bold letters.

What do you think? Should IKEA have waived the fee because the item was defective? Or was the fee fair because Drew didn't want the bookcase anyway?

(Photo:Sun Dazed)

Reader Frank recently purchased an iPhone that has a couple dead pixels and some other flaws and he'd just like to exchange the phone for a non-defective one.

Frank writes:

I enjoy your blog quite a bit and are probably already aware of this issue. You may want to remind readers of the problems they'll face trying to exchange an iPhone they buy at an AT&T Store. The short of it is you can't exchange a damaged iPhone at the the AT&T Store you bought it at unless you pay the 10% restocking fee. This is Apple's rule according to AT&T but one AppleCare rep I spoke to today was surprised they wouldn't exchange an OTB damaged iPhone and even tried calling AT&T for me. My experience is detailed below. Photo link on my OTB damaged iPhone follows...

I purchased an iPhone at the AT&T Store (5818) in Salinas, California on Black Friday. I turned it on at home and noticed 8-10 bright pixels showing up on the black startup screen. I wasn't happy about that but thought I could probably live with it. I turned my attention to the case, and noticed a flaw in the aluminum and another minor flaw near the SIM card holder. I was a little upset and finally decided that my brand new, $399 iPhone needs to be flawless (like the picture on the box).

So I call the AT&T store (11/24 at 2:30pm) and ask about exchanging it (I haven't activated or made a call on it yet). The store manager is nice enough but said that they don't have an exchange policy. If I want to exchange it, then I have to return the phone, pay a 10% restocking fee ($39) and buy a new phone. He says there is no way around this because the system automatically puts the charge on when you return the phone.

I couldn't help but point out the Catch 22 situation here. Since there is no way to inspect the iPhone before you buy then you are at the mercy of Apple's quality control. If they mess up, you pays for the error if you want to exchange it at the store you bought it from. Though not likely, what if my next iPhone is damaged out of the box? Yes, cha-ching... another $39 to exchange it.

The call to the Salinas store manager went pretty much as expected and he said that my best bet was to try calling Apple. I thought: "Great... refurbished iPhone."

So I call Apple (3:30pm) and the AppleCare Rep guy is understanding and all but the best he can do is send out a refurb. However, he tells me that he is going to to talk to Customer Relations and explain what was going on and see if they could send out a new phone. He says hold tight and put me on hold. About five minutes later, the phone resets to the main menu. I repeat my selection and the call disconnects.

I call back (4:00pm) and 15 minutes later I'm explain why I'm calling again to a new AppleCare rep. She listens and decides to talk to a product specialist about the issue. She comes back and asks if I talked to a manager at the AT&T Store, I tell her yes and reiterate what the store manager said. She seems a little surprised they won't swap it since it's damaged. No kidding.

She asks how close I am to an Apple Store and I tell her about 90 minutes which is a bit of drive. She decides to call AT&T herself and explain what is going on to see if I can get it exchanged. About 10 minutes later we both on hold to AT&T. I'm connected to an AT&T rep who spoke to the AppleCare Rep but doesn't know who I am. The AppleCare Rep has disappeared from the line. The AT&T Rep says she called the Salinas store but there is no way they can waive the fee. Their system simply won't let them waive the fee. She mentions the possibility of a credit to my AT&T account but that won't work since I haven't even activated the phone yet. Besides, what if this was a gift? That would be awkward. Ultimately, the AT&T rep decides she isn't sure why Apple called them since it's their rule regarding the 10% restocking fee. We figure out that I need to call Apple back.

I think about calling Apple back but it's 5:00pm and I don't feel up to it. At this point, I'm pretty sure I'll just return the phone and take the $39 dollar loss.

On the brightside, I had the same issue with the aluminum case on my 3rd generation iPod Nano. Fortunately, I bought it at Costco and swapping out the flawed Nano was easy as eating cake. Too bad Costco does not sell the iPhone.

Apple Purchase Policy
(Photo:nfarley)

• You have to have iTunes and a credit card to activate the phone. It even runs your credit, which is sort of scary. You can also choose to have your credit pre-approved in an AT&T store.

• "To use iPhone, you'll need to sign up for a 2-year service agreement or a renewed 2-year service agreement if you're an existing AT&T (formerly Cingular) wireless customer." Existing customers can keep their voice plans, but must sign up for the iPhone data plan.

• "iPhone is covered by the Apple Warranty. There is no eligibility for the wireless phone insurance program."

• "You can return your iPhone within 14 days for a full refund, but there is a 10% restocking fee if the box has been opened."

Here's the rest of the return policy from the FAQ:

Q. Do you have a special return policy for iPhones?
A. Yes. Apple branded equipment is covered by a 14-day return policy and must be returned to the original point of purchase. If the Apple branded equipment is returned unopened and in the original shrink wrapping, it will be refunded back to the original payment method. Opened Apple branded equipment that is returned within 14 days will be subject to a 10% open box restocking fee. All products must be packed in their original, unmarked packaging including any accessories and manuals that shipped with the product.

iPhone Frequently Asked Questions [AT&T]
Pre-purchase understandings (PDF) [AT&T]