IKEA

We bought an unassembled sofa bed on Aug.09 and have noticed some sort of a defect on the product.
It exhibits random "warpage" on the individual wood framing being held by a "plastic" hinge which makes the connection "shallow" and not strong enough to hold it. As a result, some of the warped wooden framing comes off / disengages by itself which poses danger/hazard to any user. After about a week, I decided to return it and have requested an exchange for similar (non-defective product) or better product. The following IKEA personnel have not been very helpful to realize the importance of our concern especially the safety side of it: Liberty, Erin and Alex. As if you were talking to people "mechanically" fed with canned responses..like "robots". Liberty acknowledged the fact that there were obvious defects on the product which are potentially dangerous. Nevertheless, she opted not to process even for an exchange for a better product. I wouldn't be surprised because she mentioned she works as a HR Generalist. Basically not in the right position to evaluate and make proper judgment calls on anything like this? Furthermore, the sofa bed was back in their possession and they didn't give back my original receipt after all.

Here's what their return policy has stated:
Mattresses "Love it or Exchange it" Return Policy: You may exchange your mattress once within 90 days if you don't love it. Return your mattress with your receipt to the store and select your new mattress. We are unable to exchange your mattress if your merchandise is found to be dirty, stained, damaged or abused.
Sorry, we cannot accept returns on used bedding (linens, comforters, pillows, and pillow tops), cut fabric, products from the As-Is department, and custom countertops.

Besides that the product satisfied above-mentioned requirements, my original receipt stated: LAST VALID RETURN DATE IS : 11/07/11
Nevertheless, IKEA didn't honor and has violated their own return policy which is designed to confuse and indeed very DECEPTIVE. At the front of the receipt is another bummer, it states that they don't accept returns on assembled or previously assembled merchandise. Well, hello? Almost all the furnitures their selling are meant for assembling. Besides, how would you even know if the product functions well if you will not put them together or assemble it? There is a loophole on this policy. What about if you noticed a defect just before or even after assembling? How are they gonna handle it. I'm sure they will do all the tweaking!..'cause they don't have a policy for defective products at the moment. Meantime, they should've just stated their return policy as "all sales are final" or "no return, no exchange" because that is actually what they practice anyways. This is to prevent deception for a lot more patrons.
After all, I will not be surprised that concerned product will be subjected for a recall if not immediately addressed.
This is a lesson learned out of buying from IKEA so may this serve as an awareness to all patrons.
I'm very fortunate that I have the means, time, drive and determination to pursue businesses like IKEA through legal channels so for me this isn't really a big deal. Personally I feel very strongly about business ethics and would not hesitate to throw money in sought of justice - and I enjoy doing so. Therefore, to my fellow consumers that are looking to entrust their time, care and money into patronizing a vendor in the home furnishing industry I urge you to do your homework before placing your trust in IKEA especially at their Costa Mesa branch. They will give you all types of lame excuses! It was such an awful shopping experience. Beware!