Aldi Customer Service - is there such a thing?

Executioner

Bought two Dentitex Sonic Toothbrushes from Aldi in January 2013 for £17.99 each. One stopped working in June 2013. Being outside the '60 days bring it back to the store' period. I followed the 'After Sales Support' route. As it says on the box "Now that you have purchased a dentitex product you can rest assured in the knowledge that as well as your 3 years parts and labour warranty you have the added peace of mind of dedicated helplines and web support", I expected a prompt response. WRONG!! After numerouse emails, letters, calls etc I have been refunded £15.44 today. I have asked for an explanation as to why I have not been refunded the full purchase price but don't hold out too much hope of a response. I just hope and pray that the other toothbrush does not breakdown too!! Spleen vented; just wonder if anyone has had a similar experience

Fosterdog

Any retailer who chooses to refund for faulty goods is entitled to deduct and amount to account for the use you've had from the product.

It would have been nice of them to tell you about it first to give you a chance to accept or reject the amount offered. What method did they use to refund you? What have they said about why it was less than you expected refunded?

wealdroam

Why do you think you are entitled to a full refund?
You have had around five months use of the thing.

It seems as though they have valued five months life of the product at £2.55.

If one were to assume a linear depreciation, it appears that the expected life of the product is approx. three years... the length of the guarantee.

Fosterdog

It's not exactly uncommon for shops to give a full refund after six months or even the first twelve months. No they don't legally have to but the majority do. I also work in retail and have done for a long time and with several companies and they have all refunded the full amount in the first twelve months, although they have always chosen to repair or exchange as a first port of call and only issue a refund on low value or non repairable items and with no alternative for an exchange.

frugal_mike

And OP's rant appears to be more about the Aldi customer service than the deduction in the refund. If they had just communicated more perhaps OP wouldn't have been so unhappy? The thread title doesn't even mention the money.

OP has been told their rights regarding the money, that's all that was required.

hollydays

I'm shocked money was deducted but not too shocked having read about Aldis reputation for returns on electrical goods. Couldn't see boots doing this

frugal_mike

hollydays wrote: »

I'm shocked money was deducted but not too shocked having read about Aldis reputation for returns on electrical goods. Couldn't see boots doing this

No I imagine boots wouldnt have done that. In fact they once gave my girlfriend £30 worth of free stuff because they couldnt get the card reader to work. Not store policy I'm sure, but it certainly left a good impression.