Aldi Online Returns - No Refund as they never collect

travis72

I ordered an item on Aldi website at the end of March, it was delivered in a few days however they sent the wrong item.
I contacted there customer services and they arranged to get a courier company called XDP express to collect and would give a refund when the item arrived back with Aldi. Unfortunately the courier never turn up, this has happened three times now. On the fourth occasion they arranged for a different courier company to collect but they refused claiming the item was oversized.
 Every time there is a failed collection I contact there customer services, I'm on the phone for 45mins+ on each occasion. Its very frustrating and time consuming.
I think I've been reasonable with them but now I've had enough I just want a refund, any advise/experience with Aldi? Its the worse customer service I've every experienced.  

JJ_Egan

I wonder if its something to do with what's on the news every hour ??

Hermione_Granger

JJ_Egan said:

I wonder if its something to do with what's on the news every hour ??

That's probably the reason but even so, is it really too much to expect some form of communication from either the retailer or their courier to advise customers that they may be a delay or problem with the collection?
After all, as the OP has been in contact with Aldi customer services, all they needed to do was to mention a potential problem at that time and the last collection appears to have failed because of the size of the item and not because of Covid-19.

shaun_from_Africa

travis72 said:

I ordered an item on Aldi website at the end of March, it was delivered in a few days however they sent the wrong item.

Contact customer services again and point out to them that as they supplied the wrong item and you have rejected this, you are legally entitled to a full refund irrespective of whether or not the goods have been collected.
http://www.legislation.gov.uk/ukpga/2015/15/section/20/enacted

(15)A refund under this section must be given without undue delay, and in any event within 14 days beginning with the day on which the trader agrees that the consumer is entitled to a refund.

travis72

JJ_Egan said:

I wonder if its something to do with what's on the news every hour ??

I understand that but if Aldi can't provide a returns service for items sent in error they should stop trading online at this time. 

JJ_Egan

Use Google and find the CEO contact and complain .

k3lvc

JJ_Egan said:

Use Google and find the CEO contact and complain .

Seriously ?? Do you think in this time of business critical operations they give a proverbial about whether they can handle the OP's return ?
Many other retailers have just said returns will be dealt with when normal trading resumes - any modicum of common sense from the OP would have realised this is the situation and all they need is confirmation that it'll be refunded eventually 

Hermione_Granger

k3lvc said:

Many other retailers have just said returns will be dealt with when normal trading resumes - any modicum of common sense from the OP would have realised this is the situation and all they need is confirmation that it'll be refunded eventually 

Which doesn't go any way to explain why Aldi have stated 4 times that a collection would be made and on all 4 occasions, this promised collection failed to occur.
If they or their courier can't collect due to Covid restrictions then this is fair enough. All they have to do is to say this rather than keep stating that the item will be collected and then not doing so.

travis72

shaun_from_Africa said:

travis72 said:

I ordered an item on Aldi website at the end of March, it was delivered in a few days however they sent the wrong item.

Contact customer services again and point out to them that as they supplied the wrong item and you have rejected this, you are legally entitled to a full refund irrespective of whether or not the goods have been collected.

(15)A refund under this section must be given without undue delay, and in any event within 14 days beginning with the day on which the trader agrees that the consumer is entitled to a refund.

Thanks Shaun, I appreciate your reply and information 

JJ_Egan

k3lvc said:

JJ_Egan said:

Use Google and find the CEO contact and complain .

Seriously ?? Do you think in this time of business critical operations they give a proverbial about

I was being sarcastic  seriously .

Seriously why are you not replying to the OPs comment ??

Or is it just your usual grab somebody to have a go at .