Lidl Returns Policy

PaderB

Last week I bought a new Terry cotton bath robe marked as a size XXL for £16.99 at my local Lidl store. I am a large chap (and unfortunately, getting larger because of illness) and so, as I need a new robe, got one a size larger. My present robe is marked as Extra Large size. It still fits comfortably. It overlaps by 30 cms at the opening and there is plenty of room in the sleeves. The new one from Lidl overlapped by barely 15 cms and was too tight at the arms (my arms are no longer particularly large) to even wear a thin cotton shirt under it without discomfort despite the claim to be extra, extra large.

I returned to the store yesterday to obtain a refund as the item was of the largest advertised size. I have misplaced the receipt, but no problem, I thought, because I paid with a debit card only last week and their computer system (in line with all other major stores that I have come across) should be able to call up the transaction. Wrong. An embarrassed Manager informed me that there is no facility on the Lidl computer system to be able to call up past transactions despite having had such a system in their stores for a number of years. He advised me to contact Lidl's Customer Service Department.

I went home and called up the Lidl computer site and went to the Customer Service page. The telephone number for Customer Service was listed under the title "Our friendly and independent telephone service is available to you on the number below:" to find that it was a premium 0870 number. Despite the milder weather at the moment in Scotland , the page had a disclaimer saying that severe weather was causing long waiting times. After waiting for 6 minutes at premium rate (I normally get free calling on normal landlines with my supplier), I decided to try sending an email. After wasting several minutes composing an email to them, I found that the proforma refused to accept that I had entered my post code despite several tries. Back to the telephone After paying for another 7 minutes of wasted premium charge, I finally got to speak to 'An Advisor'. I was told by that Advisor that the Store Manager was correct. Their system did not have the facility to call up previous transactions and that she (the Advisor) was unable to help me as refunds relied entirely on the production of a receipt despite the fact that till receipts invariably fade and often become illegible after a few months. Despite having bought an item that is imported from Germany by them with German labelling and therefore unlikely to have come from any other source in the UK, (This, no doubt, can be verified from the bar code on the attached label.) I was informed by the Advisor when I asked if I was stuck with the item, that I was correct.

I am no Lawyer, but surely this must be contrary to Consumer Law in some respect. I would appreciate any help that other Correspondents could give me on this subject.

gordikin

You need to produce the receipt or as you paid by debit card show them proof of purchase ie a bank statement.

PaderB

Ahh, not quite that simple gordikin. A bank statement will not be itemised and I did by a small amount of groceries during the same transaction.

PaderB

Ahh, not quite that simple gordikin. A bank statement will not be itemised and I did buy a small amount of groceries during the same transaction.

bookworm1363

Doesn't matter, bank statement is still proof of purchase, even if you had other goods. If they're too stupid not to have ways to confirm what you actually bought, that's their problem, nowhere in the law does it say that you MUST produce a receipt.

However! You do have a problem in that you are not actually entitled to a refund through statutory rights, if it doesn't fit, the onus was on you to try it on first, the law doesn't cover you against mistakes of your own. Since you're not covered by statutory rights in this instance, you have to rely on their own policy, and this is where it gets sticky, because if the policy is refund/exchange on production of receipt, not on proof of purchase then I'm afraid you haven't got a leg to stand on.

So what you have to check is what the return policy says, it will hinge on those keywords. HTH

pulliptears

If these robes have come in from Europe/USA/Asia their versions of XXL can vary wildly from the UK version. Always better to try these things on wherever possible.

pinkshoes

Was your present (old) robe also from Lidl?

If it wasn't, then you have no right to return the new one just because it's the wrong size, as XXL can vary from brand to brand, so unless you'd specifically got a Lidl one before, and this one was marked as the same size but considerably smaller, then there's nothing wrong with it.

PaderB

Pinkshoes,
thank you for your input, however, I cannot believe what you say is applicable in all case. Firstly, there are no changing facilities within Lidl Stores and therefore, the description given by them has to be taken at face value. Usually when there is an ambiguity in sizing, they normally provide comparison. Secondly group sizing such as S, M, L, XL, etc has to be based on some sort of comparison table otherwise, the system would be unworkable. My experience of German People is that there is very little difference in overall body size compared to other populations of Western Europe. Therefore, this system, logically should be similar to the British sizes. The robe I bought was in effect, two sizes smaller than the declared XXL as it is smaller than my existing XL garment. In effect, it may be considered 'unfit for purpose' as it may not be used to fit the size of person described. I assume that Lidl has a duty to ensure that the description of the item should comply to British Consumer Law when the article is sold within the UK.

With respect to the right to a refund, Lidl do respect UK Consumer Law in refunding/replacing defective items. They even agree to apply the same treatment to what they refer to as "Unsuitable" items (See quoted policy from the Lidl website at the end of this post). My actual issue is
the absolute requirement to present a receipt for the item which is not always possible.

"Money-back Guarantee
Customer satisfaction is our top priority. We have the highest standards for the quality of our products, giving you a money-back-guarantee if you’re not entirely satisfied with your purchase. Any Non-Food item purchased that is faulty or damaged will be automatically exchanged or refunded. Any Non-Food item purchased that is found to be “unsuitable” will be refunded in full within 28 days of purchase on condition that it is returned in its original packaging with the receipt. Your warranty and statutory rights are not affected, so please ensure that you retain your receipt."

pinkshoes

The money back Guarantee is something that Lidl offers as a gesture (likewise with M&S), but is not a "right" of the consumer.

As stated in their T&Cs:

"Any Non-Food item purchased that is found to be “unsuitable” will be refunded in full within 28 days of purchase on condition that it is returned in its original packaging with the receipt. Your warranty and statutory rights are not affected, so please ensure that you retain your receipt."

It's emphasised twice that you need to retain your receipt for a refund.

Sizing is well known to be up to the individual shop! I'm a size 8 in Next and size 12 in Top Shop! Most will give a chest size in inches as well as a generic size like M or XL. Did the bath robe say what size chest it's for?

You don't need changing rooms to try it on!! Just strip off in the shop! My friend tried a dress on in a Next Clearance shop (no changing rooms), much to the amusement of other customers! She mostly hid her modesty!

PaderB

Lidl's returns policy is not a 'gesture' if found to be unfit for purpose. My contention is just that as it cannot be used for purpose if it is too small to wear.

You are lucky that you are a size 8. I am not. I am a 63 year old man who is way past the sell-by date. I am therefore not going to strip off in public to a point where I can try on a bath robe especially as I was dressed for the recent sub-zero temperatures we have be experiencing and although your friend felt confident enough to strip in public, No court in the land would expect me to ridicule myself just to ensure that an article is 'as described' which it obviously was not as it was in effect, two sizes smaller than the size described on the label. Irrespective of the Country of origin, population size in Western European are on a par. In the absence of precise measurements, the vendor is required to accurately describe the item. Lidl is predominantly a grocery shop and does not provide changing facilities. Would you try on underclothes in a store in the absence of changing rooms? No, of course not, therefore you have the absolute right to return a mis-labelled or described item.

However, I must reiterate, my issue is that Lidl's insistence on a receipt as the only proof of purchase (they retain the receipt with their paperwork upon a refund) is impractical in some cases and I cannot believe that Consumer Law does not cover this eventuality.

wealdroam

The MSE Consumer Rights article says...

With faulty goods, you simply need to prove purchase. This could be the receipt but any other legitimate record eg a bank statement should be fine.
However, if you've no legal right but are just utilising a store's return policy – if it requires a receipt you'll need it.

Read more of that article to find out how to get Lidl to understand that.