ALDI Charged Us Twice For Our Shopping

nobodyy

Being charged twice at ALDI doesn't appear to be an experience unique to us, indeed the thread on this forum dates back to 2014 and elsewhere on the web, indicates it is a not infrequent occurrence for people across the country.

I noted the duplicate payment on our banking app and returned to the store (Northampton) a couple of days later. First thing, there is no desk or customer service and the shopfloor staff I spoke to looked at the receipt and the banking app, showing no interest in resolving; nothing could do done apparently. I persevered and a more senior member of staff appeared to advise there was nothing he could do either as it was a central issue and happens quite frequently. Take it up with your bank was his advice. Tried that and got nowhere fast, in fact about 40 minutes of time wasted waiting to speak to the bank on the phone. So I tried to contact customer services at ALDI to lodge my complaint. Their advice is that only the store can reimburse us on production of the receipt and evidence of duplicate payment!

It appears that ALDI don't give access to their complaint dept, it's just 'internal' and so after another half an hour on the phone to ALDI I concluded that our only remedy is legal and to log the issue with Trading Standards, not that they have the capacity or interest to get involved.

As it stands, they have our money, a little over £70 and no intention of reimbursing us. I'm minded to go back to the store, load up the trolley, walk out as we're in credit and see if this generates any attention. I imagine it might but then again this might be the only means of getting a response, even if it involves the local plod!

molerat

These things happen and it is not always down to the store / retailer system but a wider failure in the card system and can happen with any purchase.  The store will unlikely have access to the system that took the payment twice. Contact your bank and they can check if it is a duplicate transaction.

If you try that silly sort of action you will be the one ending up in the legal system.

marcia_

 If the payment has actually left your account and not just pending your bank can do a chargeback 

thriftytracey

On one occasion the cashier at the till did not give me my cashback.  Luckily I realised in the carpark.  I went back in the store.  The manager closed the checkout and took the till and the cashier into a room to check.  They came back and confirmed they had checked the till it was £20 over so I got it back.

But I agree I think the bank is the best bet.  Lidl do have a customer service desk and I did call them once on another matter and they were quite helpful.

powerful_Rogue

Happened to me and the Co-op. After about 5 days it dropped off from pending.

Don't go stealing, it's not worth the potential criminal record.

dealyboy

nobodyy said:

...

As it stands, they have our money, a little over £70 and no intention of reimbursing us. I'm minded to go back to the store, load up the trolley, walk out as we're in credit and see if this generates any attention. I imagine it might but then again this might be the only means of getting a response, even if it involves the local plod!

... I know how you feel, but it might be worth dropping a line to one of those national newspaper consumer columnists e.g. Katie Morley at The Telegraph (other journalists are available) kminvestigates@telegraph.co.uk.

sarah1972

Just call your bank? 

I have had it before with another retailer, quick call to the bank and it was sorted.