Aldi faulty goods

teddysmum

Back in November, I bought a steam mop, under one of Aldi's brand names, meaning to save it for use in my new kitchen.


However,I tried it today and found that it didn't function properly, so took it back, together with the receipt, as it had a three year warranty.


I had no problems returning a 10 month-old malfunctioning heat pad to Lidl, so was surprised to be told by the checkout operative (after she consulted a manager) that they only cover warranty for two months and that I had to contact the manufacturer.


Sure that this was incorrect, I rang Aldi's customer service and was told that, indeed ,they were responsible for the item, then was given a reference number to take into the store where I would be given a refund.


I have heard about sales staff not knowing the rules, but am surprised that management didn't .

System

One thing that annoys me with Aldi is they don't have a separate customer service desk (it doesn't need to be manned all the time) and all refunds are done at the checkouts.

I had to return two items before - a pair of shorts as they didn't fit me and a slow cooker which became faulty.

Both times, the refunds caused excessively long queues at the checkouts and all of them were open. I felt very embarrassed and people gave me the cold evil stares. It takes forever as forms need to be filled in. I bought a travel kettle from Sainsburys and tried it the following morning. It was faulty. Took it back that day. Assistant at csd scanned it, logged it under electrical fault, popped my card into the reader, signed a receipt. Took a minute

Until Aldi get their customer service in line with other retailers, I am weary of buying things like that again.

teddysmum

ScarletMarble wrote: »

One thing that annoys me with Aldi is they don't have a separate customer service desk (it doesn't need to be manned all the time) and all refunds are done at the checkouts.

I had to return two items before - a pair of shorts as they didn't fit me and a slow cooker which became faulty.

Both times, the refunds caused excessively long queues at the checkouts and all of them were open. I felt very embarrassed and people gave me the cold evil stares. It takes forever as forms need to be filled in. I bought a travel kettle from Sainsburys and tried it the following morning. It was faulty. Took it back that day. Assistant at csd scanned it, logged it under electrical fault, popped my card into the reader, signed a receipt. Took a minute

Until Aldi get their customer service in line with other retailers, I am weary of buying things like that again.

I agree with you about the queues. However, a fast track to a refund seems to be calling the customer service department and getting a refund code.

[Deleted User]

I agree, having purchased a cheap hover mower from Aldi and discovering it didn't hover and didn't mow very well. Spoke to manager and had to queue up at a cash desk. Bit embarrassing. However, you pay higher prices at supermarkets with customer service desks.

Feral_Moon

I recently bought the garden patio set from Aldi. When getting it out of the box I noticed the table top was damaged. Emailed customer service and they called me back within the hour. Couldn't have been more helpful and they even arranged for a courier to come and collect the patio set and gave me a full refund.

teddysmum

Feral_Moon wrote: »

I recently bought the garden patio set from Aldi. When getting it out of the box I noticed the table top was damaged. Emailed customer service and they called me back within the hour. Couldn't have been more helpful and they even arranged for a courier to come and collect the patio set and gave me a full refund.

The actual customer service is very good. I complained about a joint of beef which was actually a fat lined roll of brisket, a cheaper line, (having had this happen twice) and they sent a £10 voucher, whereas, in store, I would have had a refund at best.

kwikbreaks

I swapped to Aldi for my regular shop this year. So far I've had no complaints but thanks to all who mentioned emailing their CS before going back to the store - I wouldn't have thought of that.

Ilona

I've just bought a hedge trimmer from Aldi, haven't taken it out of the box yet. I hope it works.
Ilona

Feral_Moon

Ilona wrote: »

I've just bought a hedge trimmer from Aldi, haven't taken it out of the box yet. I hope it works.
Ilona

No reason to think it wouldn't work but might be an idea to test it before the 60 day refund window expires :rotfl:

teddysmum

Feral_Moon wrote: »

No reason to think it wouldn't work but might be an idea to test it before the 60 day refund window expires :rotfl:

You have the warranty period (at least a year) if the product is faulty.


As above, the staff queried replacing after two months, but CS overrode that.


Lidl gave a refund, no questions asked, on my heated cushion that failed after 10 months of use.