I Was Asked to Pay for a Cracked Hemnes Bed Part by IKEA

On May 11, 2025, I made a purchase totaling ₺35,895 from your Bayrampaşa store as we were renovating my child’s room. We chose the Hemnes daybed for this purpose. Due to the need to sell existing furniture and do some painting and repairs, we completed the assembly on June 21, 2025. The next day, as shown in the attached photo, I noticed a crack running from top to bottom on one of the bed's legs. The other leg was perfectly fine. On June 23, 2025, I contacted customer service expecting the damaged part to be replaced free of charge. However, the representative I spoke with, Ms. B****, claimed the damage was my fault—saying I must have overtightened the screw—and offered to send the part only if I paid 60% of the current retail price (₺20,999), which came out to ₺11,999.40. I was honestly shocked by this response. I’ve been shopping at your store for years, and charging such a high fee for such a minor issue felt completely unreasonable. I wanted to first report this complaint to you, expecting you would prioritize resolving the matter by providing the part free of charge. If I receive a negative response again, I will pursue my rights through the government’s e-Devlet portal and share my experience on social media. Following my written complaint, I received a call confirming once more that the request was denied. Buying or recommending IKEA furniture? Never again. I won’t suggest it to anyone I know. The delivery and assembly fees are already added on top of the total cost, making everything extremely expensive. Most people handle transport and assembly themselves, and when a small crack appears, IKEA immediately blames the customer without any focus on satisfaction.