I bought a corner sofa from IKEA for the TV room. When it was delivered, there was a problem with one of the cushions, which failed to expand (they come vacuum packed and need a couple of days to reach their full size), so I rang and asked for a replacement. No problem, I was told.
First they delivered some seat covers. Very nice, but superfluous. So they sent another van to collect them. Then they attempted to deliver two boxes of base sections, which I rejected as they were obviously not cushions.. Finally, I found someone sensible in customer service, who explained that their systems are so inflexible that they cannot replace a single part, only the entire item.
Result: I have a new cushion, which seems to be expanding nicely. I also have an entire corner section in two F.O. large boxes, which I am now going to have to ask IKEA to come and collect.
So, 5 van journeys to replace one cushion.
I don't think a great deal of profit has been made on this item.
Sofa looks nice, though.