Lakeland customer service is Fab

dannahaz

I just had to post this here in OldStyle.

A couple of months ago I decided to buy a Remoska oven from Lakeland. I hummed and hawed whether to get the Standard or the Grand, and in the end I went for the Grand as the standard just didn't look big enough.

I used it once and was impressed by it as a piece of equipment, but it was just too big. A few weeks later, I bought the standard Remoska, and have been very happy with it.

The Grand has sat in my cupboard. I didn't know what to do with it, so I started to prepare an Ebay listing. And then I thought of the Lakeland guarantee.

I was too embarrassed to take it back to the shop, as I didn't have the packaging and I had used it. I emailed customer service to ask them if it was something they would consider taking back even though it was used and I didn't have the packaging. I explained that I was a bit embarrassed, which is why I was emailing them instead of going in to the shop.

They emailed back to say that, as long as I had the receipt, it should be no problem. I could take it to the shop, or they would come and collect. I felt that getting them to come and collect was a bit of insult to injury, so I steeled myself and went into town with the Remoska in two carrier bags.

I explained that I wanted to return it, it was too big, sorry I didn't have the packaging. Teh lady on the till asked if I wanted to swap it, and I explained that I had already bought the smaller one, so I was after a refund. No problem. They also took back the rack that I had bought separately, and credited my card with £108.98. (tbh I would have been happy with store credit, but I was over the moon with a proper refund)

What a fab company!

Skint_Catt

What a fantastic story! I must admit I love Lakeland and the staff are always so nice and helpful, even though the shop is a little more expensive than others. I did a mystery shop in one a month or so ago and they couldn't have had a better report!

janb5

I have just spoken to them today because I bought a rotary drier online and bought a separate spike to insert into it as I didnt realise that it was included in the pack. I rang to offer to send it back( this is unopened) and they have refunded me and suggested I give the surplus one to a charity shop!

annie-c

I bought an itemn in the bargain section of their store and it was slightly faulty. I emailed (on a Sunday night) to ask if they could send some replacement fixings. By the time I next checked my mail Monday am they had emailed back saying that as it was discontinued they couldn't send the parts so had issued a full cheque refund and that I could keep the item anyway!

Their service is absolutely fab; the only problem is I am addicted and shop there about twice a month......

recovering_spendaholic

I love Lakeland too - I shop online with them because there isn't one near me, and I have had loads of really useful things from them. I don't think they are that expensive really.

maypole

I agree, Lakeland have the best customer service.:j

I once filled in a customer survey, they must actually read them too, because they telephoned me about something I had commented on. I had bought something that although I used, I didn't think it was great value for money at the time and I had mentioned this. They gave me the opportunity to return it for a full refund even though it was months after. I just kept the item though. I thought that was fantastic and the staff are really good.

kethry

i've been dealing with them recently as my great aunt sent me a voucher for them.. only you can't redeem vouchers online! (the only black mark, for which they apologised and said they're working on it). Since they sent me the catalogue, there've been a few emails flying back and forth with questions i've had about things and they've always replied the same day, fantastic, i really cannot ask for better. Shame other companies can't learn from them, really.

keth
xx

Debt_Free_Chick

Bu88er! I've been really good and stayed away from LL for about 12 months, but now I'm going to have to do an online shop with them!

squeaky

Hi all,

We actually have a board especially for letting people know about good service (hidden away as a sub board of the "Vent" board), here:-

The '5 star' Service Board

So now that it's been here long enough for most people to see it I'm going to move it across for others to share.

I really like companies like this one. I don't mind if they get things wrong; everybody does now and then. What makes a good company is how they go about putting things right!

dannahaz

Thanks Squeaky.

I thought it would get moved, I really appreciate you letting it stay on OS for a couple of days first.