The mighty EECB (executive email carpet bomb) has brought justice to West Chester, Ohio, says reader Drew. Drew was mistakenly charged a $60 restocking fee on a defective bookcase. He wrote to us and launched an EECB on IKEA. The results? A very nice apology letter, a full refund and a $25 gift card. Looks like it’s Swedish meatballs for dinner tonight.
An update… A few days after my EECB and post on Consumerist, I received an email from Stephan [redacted], the After Sales Manager at my local IKEA in West Chester, Ohio. His email was:
Thank you so much for taking the time to share your concerns with us. My name is Stephen [redacted], and I am the After Sales Manager at IKEA, West Chester. It is my responsibility to ensure that your experience with IKEA… before, during, and after your visit is everything you expected and more.
I was forwarded, and after reviewing your e-mail, I would like to extend my utmost apologies for your experience in our store. It is obvious to me that we failed in our efforts to exceed or even meet your expectations. It is our ambition to address and resolve your concerns regarding the return of your merchandise in an expedient and courteous manner.
By your e-mail, I can see the effort you and your wife extended in order to assemble your IKEA piece, and I apologize for the frustration this caused due to the defect in the bookcase’s fit and finish. Periodically there are abnormalities in the prefabrication process, which could be the culprit in this situation. In the case of a non-defective product, our return policy applies to products that have not been assembled. In your case, you would not have known your bookcase was defective until you assembled it. Again, I am sincerely sorry for any inconvenience that this caused you and your wife.
If I could get you to do something for me, I can get this resolved right away. If you could contact my resolution team (513) 779-7100 ext 1450, and give them your transaction information, we will refund the remaining $60 back onto your credit card. Along with that, I would like to get your address and contact information, where I will send you out a gift card in hopes you will give us another chance. I only have your e-mail address.
I would like to thank you for bringing your concerns to our attention. It is through customer feedback like yours that enable us to take action to do a better job in the future. Please accept my apology, and trust that I have discussed your experience with all parties involved in order for us to better serve our customers. If you do give us another chance, please contact me at your next visit at the below number. I would like the opportunity to apologize in person.
I called at his request and gave him the requested information. A few days later, I received the following note in the mail with a receipt for the refund (of $63.75) and a $25 gift card.
Enclosed you will find the transaction receipt for your refund. We refunded $60 back onto your credit card ($63.75 including tax). I have also enclosed a $25 gift card for your trouble. I hope you received my e-mail expressing my apologies to you and your wife for your experience at our store. I hope this resolution is to your satisfaction.
If you have any questions for further concerns, please feel free to contact me at the store.
I am satisfied with the outcome of this experience.
(Photo: yarnzombie )