What is a Quality Issue?

What is a Quality Issue? 

Any product that is unfit for purpose, fails to function as described, malfunctions, does not perform as advertised or is damaged in transit are all potential genuine quality issues. 

What is Not a Quality Issue?

Mold

Mold is considered an environmental issue, hence not quality. Usually caused by a damp environment, for example, a sofa up against a wall showing evidence of dis-colouration/dampness has spread to the sofa over time from the dampness of the wall. For more information on mold, look here.

Water Damage 

Similar to the above. For example, water leaked in the bathroom, and the product was placed against the external bathroom wall, damaged by water source seepage. Not considered quality. 

Misuse/Lack of Care Instructions. Some examples:

• Wooden benchtop in which instructions advise oiling is required. 
• SEGLARO Parasol; documentation advises not using in strong winds, keeping items covered when not in use, specific cleaning advice, storing for protection when not in seasonal use etc. 

HANDY TIP! It’s s good idea to bring up our assembly documents for any product being assessed for quality while talking with your customer. Once you have done this, click on Product Details then Materials and Care. This section will outline any product-specific requirements to properly care for the product such as cleaning, oiling or general maintenance and use.  

 Pilling

Pilling is the formation of balls of fibre and dirt on the fabric surface which either temporarily or permanently remain attached to the fabric.  

What can make pilling more likely to happen? 

• Static charge and dry (or non-humid) environment  
• Use of accessories, such as throws and blankets  
• Pets 
• Softer fillings allow the fabric to move more than firmer fillings. This makes it possible for the fabric to rub against itself or other items.  
• Lack of correct cleaning or care 

Where do the fibres and particles come from?  

• The fabric itself 
• Blankets, throws and accessories.  
• Clothing items worn while using the sofa  
• Dirt coming into contact with the fabric  
• Dust or fibres in the air 

More Info on Pilling, Plus Photos:  Click Here  

General Guide Tips 

• Any damage such as rips, tears, staining or obvious misuse will immediately be rejected. 
• Any signs of normal wear and tear will result in a rejection of that item. As per the returns policy, goods need to be in an unused and resalable condition. Yes, customers can try goods at home before returning them but are not to use them for extended periods and then attempt to return them. 
• Any modifications will result in rejection. E.g. drilled extra holes, added different handles, added a sticker etc. 
• Any missing parts (incomplete items) will result in a rejection. E.g. Missing a screw, missing a handle, missing a shelf etc. 

NOTE: any rectifications offered for a quality case are PENDING final assessment by stores. Please make sure the customer is aware of this
 

Handy Links 

Guarantees and Guides 

IKEA Guarantees 

First Contact Resolution - Guidelines