Lidl Customer Service, not for the faint hearted

Sherbet66

It appears Lidl has changed its returns policy, and not for the better. Previously the 3 year warranty for faulty goods was honoured in store, however this has now changed to one year in store support, then contact the helpline for year two and three.

So after my car vacuum cleaner developed a fault after 18 months I dutifully phoned the Lidl helpline whereupon i was told that this warranty would be honoured by the manufacturer, not lidl themselves. So I was given a 2nd number to ring. So I phoned the 2nd number provided and I was then told by a nice lady that they were not actually responsible for the item in question however they would take my details (which they did) and then pass this onto the service agent who would contact me in due course.

That was last week and not a peep.

So if my experience is anything to go by you better hope that anything purchased in Lidl fails after 1 years because it seems that after 12 months the chances of you receiving anything approaching decent customer service falls off a cliff.

I've raised this again with Lidl customer service in the forlorn hope that they may actually do something, but if my previous experience is anything to go by I'm not holding out much hope.

williham

Tell lidl your contract is with them and if they need to speak to the manufacturer it's up to them.

trukdiver

Sherbet66 wrote: »

It appears Lidl has changed its returns policy, and not for the better. Previously the 3 year warranty for faulty goods was honoured in store, however this has now changed to one year in store support, then contact the helpline for year two and three.

This is still a lot better than 4 or 5 years ago. They used to do store support for the first month then you had to ring the helpline.. Or at least that's what the Wembley store did...

sleepymans

18 months old? How much did the item cost? Did it actually have a 3 year warranty? (sounds very generous for such an item)
How long would you expect it to last?

Bantex_2

It probably only cost a tenner. Is it worth the bother?

Sherbet66

sleepymans wrote: »

18 months old? How much did the item cost? Did it actually have a 3 year warranty? (sounds very generous for such an item)
How long would you expect it to last?

£15 ish, 3 year warranty as standard, I've used it about 8 or 9 times and certainly more that that. Its a shame as Lidl used to be good.

I've kind of got the bit between my teeth now, lol.

Sherbet66

williham wrote: »

Tell lidl your contract is with them and if they need to speak to the manufacturer it's up to them.

Tried that when U was instore, they gave me the bums rush and I'm not sure how legal that obligation is after 1 year

geerex

Sherbet66 wrote: »

£15 ish, 3 year warranty as standard, I've used it about 8 or 9 times and certainly more that that. Its a shame as Lidl used to be good.

I've kind of got the bit between my teeth now, lol.

£15 for a year and a half Is fair enough imo. Won't stand up in court.

ThumbRemote

geerex wrote: »

£15 for a year and a half Is fair enough imo. Won't stand up in court.

It's supplied with a three year warranty. As such it should last three years.

robatwork

ThumbRemote wrote: »

It's supplied with a three year warranty. As such it should last three years.

Well now, that's all dependent on if the fault is something to do with a defect in the product or as a result of misuse. How do we know what the OP did with the product?

Ultimately this would be down for the OP to prove to the court by way of an independent inspection/report of the product.

For £15 I think I wouldn't bother but please keep us informed how it goes...

Ectophile

robatwork wrote: »

Well now, that's all dependent on if the fault is something to do with a defect in the product or as a result of misuse. How do we know what the OP did with the product?

Ultimately this would be down for the OP to prove to the court by way of an independent inspection/report of the product.

For £15 I think I wouldn't bother but please keep us informed how it goes...

Except that a warranty is in addition to your statutory rights. If somebody guarantees a product for three years, then you can expect to make warranty claims for three years, regardless of anything in the SOGA.

The important question which has not been asked yet is who gave the guarantee? It is whoever gave the guarantee that is responsible for honouring it.