What to do now

chrisaj

Can anyone give any advice?
I bought a microwave from Lidl, it's gone wrong.:eek:
I've been in touch with their customer services dept, sent them proof of purchase etc.
They're going to replace it but........they're out of stock, it'll take 28 days they said. 28 days has now passed, I've been in contact again. they've said...it can take up to 28 days!! i told them they've said this already, so they've come back with.............microwaves can take longer, on asking how long is longer, they said that they get deliveries twice a month so I'll just have to wait. How long would be a reasonable time to wait. Any help would be great. Thanks

cabbage

Personally, I would write to the customer services manager, head up the letter Complaint and give them period of time (say 14 days) to replace the microwave, or to tell you when more are in stock. Tell them in the letter that if you've not received a replacement by then, you want a full refund. Send by recorded delivery and keep a copy.

chrisaj

Thanx for that. The response I got when I asked when they'd have more in was, 'we take in deliveries twice a month' I mean how helpful was that :mad: I'll give them the ulimatum of 14 days and see what happens

chrisaj

Update.....enquiring for a refund, I wont be able to have one. The excuse is that the customer service department hasn't taken any money from me, they're only the UK exchange bureau.......then say my statutory rights are not affected!!......help

chrisaj

Does anyone have the address of lidl head office? If the exchange bureau can't/won't refund, then I'll have to try through head office. Thanx

cabbage

chrisaj wrote: »

Update.....enquiring for a refund, I wont be able to have one. The excuse is that the customer service department hasn't taken any money from me, they're only the UK exchange bureau.......then say my statutory rights are not affected!!......help

Piffle! if you have bought a microwave, surely you must have paid for one. Unless of course you've ordered one and not paid for it. If its the latter, then yes, no contract has taken place and therefore you have no statutory rights.

If its the former, they are talking rubbish.

As a side note, if when you order something you write in "time is of the essence" you can cancel the contract and get your money back if they delay in getting you the goods.

Head Office Address:
Lidl UK GmbH
19 Worple Road
London
SW19 4JS

Customer Service Line:
0870 444 1234

The_Pedant

The key phrases can be found in Section 48B(2) of the Sale of Goods Act.

This stipulates that if requested, the seller must:-

repair or, as the case may be, replace the goods within a reasonable time but without causing significant inconvenience to the buyer;

Given the length of time and how much use a microwave can get, I would say that they are outside of a reasonable interpretation of those boundaries.

I second cabbage's advice on how to proceed.

barvid

chrisaj wrote: »

Update.....enquiring for a refund, I wont be able to have one. The excuse is that the customer service department hasn't taken any money from me, they're only the UK exchange bureau.......then say my statutory rights are not affected!!......help

You don't say how long you've owned the microwave. It may very well be that your statutory rights are not being affected. Is the microwave two days old, two weeks, or two years?

chrisaj

Thanks for your replies.
The microwave was just over 6 months old. I bought it instore. Sods law, the store said they'll only refund if under 6 months, after that I had to ring the number which was in the instruction book, who are the exchange bureau. I've not been able to use the thing for nearly 2 months now :mad:. This is the last email recieved from them
Thank you for your email unfortunately we are unable to offer you a refund as we have never taken any money from you, as the exchange bureau for mainland UK all we can do is exchange the product for you. However, we would point out your statutory rights are not affected.
How helpful is that!!

derrick

cabbage wrote: »

Head Office Address:
Lidl UK GmbH
19 Worple Road
London
SW19 4JS

Customer Service Line:
[STRIKE]0870 444 1234[/STRIKE]

Quite possible depending who who have your line rental with, (and definitely on a mobile), that you will pay premium rates for a call to 0870 numbers.

Lidl geo umber;- 020 89711122

derrick

chrisaj wrote: »

Thanks for your replies.
The microwave was just over 6 months old. I bought it instore. Sods law, the store said they'll only refund if under 6 months, after that I had to ring the number which was in the instruction book, who are the exchange bureau. I've not been able to use the thing for nearly 2 months now :mad:. This is the last email recieved from them
Thank you for your email unfortunately we are unable to offer you a refund as we have never taken any money from you, as the exchange bureau for mainland UK all we can do is exchange the product for you. However, we would point out your statutory rights are not affected.
How helpful is that!!

Your contract is with the store under SoGA, so ignore their instruction to phone the manufacturer, and if it is over 6 months old it will be up to you to prove the fault is/was inherent, this will/may involve an engineers report, but the cost will be refundable if it is an inherent fault, even if it means a trip to the SCC.