Lidl Plus App and Customer Service Problems

Is anyone else having intermittent problems using the Lidl Plus app?

I had a problem using it at my local store in Cathays Cardiff earlier this week.

An assistant said they had had problems with it recently.

In my case it failed to add my shopping (£19.98) to my Lidl Plus app total, and also failed to redeem two vouchers (a £2 off and a 15% product discount).

To be fair to the staff they tried another till, and although the other till recognised a some of the items, it still failed to redeem the vouchers.

Even though the discount would have come to £2.36 approx, the manager of the store apologised and said he couldn’t give me the refund as it was a Lidl Plus issue.

All I could do, he said, was pay in full in the store, and ring their Customer Service number when I got home, and email photos of the receipts and products, to get my £2.36 refunded and my total shop added to my Lidl Plus total.

I couldn’t quite believe what I was hearing but did what he said.

In my email to Customer Services, I also asked why a store manager can’t give a £2.36 refund if it’s a Lidl Plus app fault, and has to go home and ring Customer Services and email receipts (which I expect many people wouldn’t bother to do).

Otherwise why can’t the store manager progress the app fault for the customer, rather than putting the onus on the customer to have to complain for a second time.

Also in view of the assistant saying there’d been a number of problems with the app recently, whether the app should be temporarily suspended until the bugs are fixed.

Although I had a fairly prompt response, they ignored the questions about the manager and Lidl Plus App.  They also said they weren’t able to add my shop spend to my Lidl Plus app total (towards the next voucher), although they did say if I hadn’t reached the next total by the end of November, I’d need to contact them again with a photo of the receipt (again) and they may make a goodwill gesture.

Oh and they also gave me a 50p off voucher to cover the 36p, and extended my existing £2 off voucher for another 7 days.  That’s on the assumption that it will work on my next shop.

As you may guess, I’m extremely underwhelmed by Lidl’s response, so wonder if anyone else has been having issues with the Lidl Plus app, or Lidl Customer Services.

Thanks!

Comments

  • wild666
    wild666 Posts: 2,117 Forumite
    First Post Name Dropper First Anniversary Combo Breaker
    My Lidl APP has only failed once but that was on the last visit I would be doing the the month in May 2021 fortunately I didn't have any vouchers to redeem reach even £100 for my monthly shop as I only spend £50 per month instore and that is my main store for shopping.

    Someone please tell me what money is
  • One day I was in Lidl and the WiFi was down. So unable to print off orange stickers (they hand wrote them with description of product to prevent customer swapping them) and use LP. The only voucher I was planning to use was £2 off as other vouchers were things I don’t buy - dog food, frozen veg. Plus things I have plenty in - tinned fish, dental products.

    Rang their customer service and did extend my £2 by a week. Wasn’t bothered in the amount I spent added to the total spend as it was the last couple of days left in the month left. 
  • wild666
    wild666 Posts: 2,117 Forumite
    First Post Name Dropper First Anniversary Combo Breaker
    I rarely spend enough in a month to get £2 off vouchers. It might happen if I was to buy a load of their reduced stuff like chicken breasts and pork steaks plus other reduced items in the meat section. I shop at 08:00 so the reduced stuff is either there or it isn't. 
    Someone please tell me what money is
  • sfblues11 said:

    Is anyone else having intermittent problems using the Lidl Plus app?

    I had a problem using it at my local store in Cathays Cardiff earlier this week.

    An assistant said they had had problems with it recently.

    In my case it failed to add my shopping (£19.98) to my Lidl Plus app total, and also failed to redeem two vouchers (a £2 off and a 15% product discount).

    To be fair to the staff they tried another till, and although the other till recognised a some of the items, it still failed to redeem the vouchers.

    Even though the discount would have come to £2.36 approx, the manager of the store apologised and said he couldn’t give me the refund as it was a Lidl Plus issue.

    All I could do, he said, was pay in full in the store, and ring their Customer Service number when I got home, and email photos of the receipts and products, to get my £2.36 refunded and my total shop added to my Lidl Plus total.

    I couldn’t quite believe what I was hearing but did what he said.

    In my email to Customer Services, I also asked why a store manager can’t give a £2.36 refund if it’s a Lidl Plus app fault, and has to go home and ring Customer Services and email receipts (which I expect many people wouldn’t bother to do).

    Otherwise why can’t the store manager progress the app fault for the customer, rather than putting the onus on the customer to have to complain for a second time.

    Also in view of the assistant saying there’d been a number of problems with the app recently, whether the app should be temporarily suspended until the bugs are fixed.

    Although I had a fairly prompt response, they ignored the questions about the manager and Lidl Plus App.  They also said they weren’t able to add my shop spend to my Lidl Plus app total (towards the next voucher), although they did say if I hadn’t reached the next total by the end of November, I’d need to contact them again with a photo of the receipt (again) and they may make a goodwill gesture.

    Oh and they also gave me a 50p off voucher to cover the 36p, and extended my existing £2 off voucher for another 7 days.  That’s on the assumption that it will work on my next shop.

    As you may guess, I’m extremely underwhelmed by Lidl’s response, so wonder if anyone else has been having issues with the Lidl Plus app, or Lidl Customer Services.

    Thanks!

    I've been having the same problems with intermittent recognition of the app and failure to redeem my £20 confused car insurance voucher. One day it's activated, the next day not. There is another option for you which the store manager failed to mention, you could simply leave your shopping at the till unpaid for and leave the store. If all the unhappy customers with the app / coupon issues did the same I guess lidl/lidl plus would get together and fix the problem overnight. 
  • MysteryMe
    MysteryMe Posts: 3,051 Forumite
    First Anniversary Name Dropper First Post
    I'll be doing that if my £20 confused.com voucher is not recognized. I will only be shopping in Lidl to get the £20 off so not going to be buying anything without it.
  • Clowance
    Clowance Posts: 1,842 Forumite
    Name Dropper First Post First Anniversary I've been Money Tipped!
    The money off vouchers in Lidl plus have never excited me enough to make a special trip to Lidl, where I only normally go about once a month. Prefer Aldi myself. 
Meet your Ambassadors

Categories

  • All Categories
  • 343.1K Banking & Borrowing
  • 250.1K Reduce Debt & Boost Income
  • 449.7K Spending & Discounts
  • 235.2K Work, Benefits & Business
  • 607.9K Mortgages, Homes & Bills
  • 173K Life & Family
  • 247.9K Travel & Transport
  • 1.5M Hobbies & Leisure
  • 15.9K Discuss & Feedback
  • 15.1K Coronavirus Support Boards