IKEA Sold Me a Sofa That Sagged and Discolored Fast

On July 21, 2023, I purchased a KIVIK 5-seat corner sofa set (invoice no: 2202023000003177) from IKEA. Over time, four seat cushions and three back cushions have visibly sagged under normal use. Following my online complaint, a technician visited my home on June 8, 2025, to assess the issue. Although seemingly well-intentioned, the technician used an unprofessional tone and made several concerning remarks, including that warranty claims made shortly before expiration are often submitted in bad faith, cushion sagging and internal shifting are expected, back cushion tears could be manually restuffed, and IKEA foams generally sag, advising me to buy black foam externally. He also said all covers could be replaced through IKEA for ₺7–8,000, no warranty action would be approved due to visible cat scratches, and he didn’t expect any outcome from the photos he would send to the committee. He refused to test the sofa due to pet hair and explained that fabric discoloration was due to non-carcinogenic dyes and common in gray models. While I appreciate IKEA’s quick response to my initial complaint, I formally request the replacement of the inner foam/fiber in the four seat and three back cushions due to the sagging, and the replacement of the sofa fabric due to the confirmed discoloration. The technician’s statements imply a manufacturing defect, which should have been disclosed at the time of purchase. Although one armrest has a visible scratch, other marks are minimal and unrelated to the overall discoloration, which would have occurred regardless of pet presence—thus, pet-related damage should not void warranty coverage for manufacturer-related faults. I am disappointed by the suggestion to use non-IKEA parts, which undermines trust in the product's integrity; if third-party foam performs better than IKEA’s, that raises questions about quality. As a physician and a citizen, I object strongly to any suggestion of dishonesty, as I only became aware of the expiring warranty after submitting my complaint. The full 24-month warranty should remain valid until the final day. I respectfully request an internal review of end-of-warranty claim patterns and ask that the findings be shared transparently. I trust IKEA’s senior leadership will handle this issue with the seriousness it deserves to maintain the company’s reputation for fairness and reliability. Sincerely, Görkem A***.