What were your best and worst consumer experiences this week?

By Rita R. Robison, Consumer Specialist

Which consumer happenings cheered you this week and which ones made you want to scream or weep?

Here are my best and worst consumer experiences this week:

My best: Getting a refund from IKEA

 

Since I’m having company this summer, I ordered a day bed and three mattresses. I’ll use two of the mattresses on trundle beds, if they ever are in stock again at IKEA.

I paid $59 to have the order delivered to my house. When we put the bed together, we noticed right away that no slats were included.

When I called IKEA, the sales reprehensive said I could order the slats for $20 and have them shipped by UPS for $8.

While I was relieved I wouldn’t have to pay $59 again, I didn’t want to shell out the $8 fee either. I spoke to customer service. She said she’d check on my request to cancel the delivery fee. She called back and said the $8 fee would be refunded. And, she added, she had spoken with the person who had taken my order, and reminded her to let customers know what comes with an item and what needs to be ordered separately.

My worst: Low-quality customer service from my mechanic

For years, I’ve received good service from my mechanic, unusual I know. However, this week the auto repair shop failed me.

Just as I drove by the shop Tuesday afternoon, a light, which I thought was the oil light, came on. I stopped at the mini-mart next door. I went in to see if they could take a look at it. Unfortunately, they were booked up. One of the staff came out to check the oil. It was on the full line and wasn’t dirty. He said said not to worry about it. Sometimes the lights just come on for no reason.

Reassured, I went home. Before I drove in the garage, I noticed a spot of something on the garage floor. I wiped it up and discovered it was oil.

I called Wednesday morning to see if I could get an appointment. One was scheduled. The mechanics found a plug from the last oil change hadn’t been inserted correctly, which caused the leak. After I paid for the oil change and got in my car, I noticed the warning light was still on. I called the shop on my cell phone and two guys came out. They said it wasn’t the oil warning light; it was the check engine light. The mechanic said I should bring my car in Thursday to have it looked at.

I brought my car in again. I was stressed because I had a big event scheduled for Friday. I saw the woman who drives the van, so I didn’t think I’d have to wait very long to get a ride home. However, I discovered she left me.

Irritated, I complained that if the mechanic had investigated the day before why the check engine light was on, I wouldn’t have had to make another trip. Before I could add that the guy who said on Tuesday that the warning light wasn’t a problem, he blasted me about my "attitude."

I decided not to get into an argument with him, but I’d write a letter to the owner of the shop.

Normally, I’m able to handle these types of glitches consumers experience as they go about their day-to-day transactions. However, the shop had two opportunities to tell me the check engine light is something that needs to be investigated.

The problem? My catalytic converted needs a repair. I’ll need to get it fixed soon. 

Copyright 2011, Rita R. Robison, Consumer Specialist