IKEA kitchen mismeasured and paid on store credit: who helps?

Summary

If you paid a retailer to measure and design your kitchen and the measurements were wrong, the retailer must put that right. A paid service must be done with reasonable care and skill under the Consumer Rights Act 2015, and what staff told you (for example "buy the extra parts and we will refund you") can become part of the deal. If you paid on finance arranged by the retailer, Section 75 can make the lender equally responsible, and the Financial Ombudsman Service can review the lender's answer.

Key information

• Measuring and design you paid for is a service. If it was not done with reasonable care, you can ask for it to be put right or for money back for the extra costs it caused.
• Promises count: if staff said in writing (email, chat, complaint notes) that they would collect spare parts and refund the extras, keep that wording. It is your strongest evidence.
• Section 75 applies to many point of sale loans arranged through a retailer, where the cash price of an item is over £100 and up to £30,000. You can claim from the lender for the same breach.
• Keep the loan payments going while you complain. Missed payments harm your credit file even if you win the dispute.
• List every extra item, its price, and why you needed it. Photograph the misplaced pipework and sockets against the plan.
• Unboxed returns: a "boxed items only" returns policy is about change of mind. It does not cancel your right to be compensated for a mistake the retailer made.
• The retailer can: review a written complaint about the measuring service and the promise made to you; offer a refund, a partial refund, or vouchers if it accepts fault. They will not usually refund unboxed parts under their normal returns policy without a fault complaint.
• The finance lender can: assess a Section 75 claim and ask for your evidence: plans, photos, receipts, the retailer's promise and refusal; issue a final response, usually within 8 weeks. They will not fit or fix the kitchen. If they refuse, you can go to the Financial Ombudsman Service.
• Citizens Advice can: explain your rights for poor service, and point you to the letter to complain about the poor standard of a service; explain card and finance routes using getting your money back if you paid by card or PayPal. They will not negotiate with the retailer or the lender for you.

Practical guidance

• Write one clear list: the measuring error, the extra items and costs, and what you were promised.
• Send a formal complaint to the retailer using the CA template. Ask for the refund you were promised within 14 days.
• If refused, make a Section 75 claim to the finance lender with the same evidence pack.
• If the lender refuses or does not answer in 8 weeks, complain to the Financial Ombudsman Service within 6 months of the final response.
• Stuck? Call the Citizens Advice consumer helpline.
• Last resort: a money claim online against the retailer.
• Ask the Shaman to order the steps for your case.

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