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Complaint

Date

01.11.2004

Complaint

entered by

Ivan.Towner@numatic.co.uk

 
 
Stand
Light
 

 

 

 

 

I bought a stand light £19.99 from Lidl in Gillingham,  Dorset.

I took it home to assemble it only to find out it was faulty, which they later confirmed. I took the light back within the hour only to be told I couldn't have a refund there and then, they would have to send to head office for a cheque to be sent to me. It would take about 10 days, I would also have to wait another 3 - 4 days for the cheque to clear, so they've got my money for two weeks! I asked to see the store manager who came out to talk to me, she also informed me there was no way I would get my money back there and then, a cheque would have to be issued by head office. (The trusted manager isn't authorised to refund money over £10.00)! I asked to speak to the area manager only to be told he couldn't be contacted. I asked for the store managers name, she refused saying she didn't have to give me her name. I asked for a telephone number for head office, I was told they don't have access to any Lidl telephone numbers! After I had given her my name address etc she then managed to contact someone for an authorisation code!!!
Why o why do they have to be so difficult? They really do need training in customer care, manners and appearance!

 
There is not much we can add
This is typical Lidl - they are quite happy to take your money but not so happy to give it back.
There is absolutely no logic as to why they should not give you back the refund in cash if you, in the first instance, paid for the goods in cash.
So the next time this happens to you don't accept their policy and insist that you are
reimbursed in the same way you paid them.
They got their Returns Policy, you got yours and it's quite simple,
If the goods are faulty and not of merchantable quality then you are entitled to a refund and if
you did pay cash for an item which turns out to be faulty then you are entitled to have your cash back.
If they refuse then demand that they phone their Head Office in London on 0870 444 1234
and speak to them whilst you are still in the store.
 
update 11th November 2004 which speaks for itself:
Just to let you know I have just received a photo copied letter thanking me for MY VALUED CUSTOM and a cheque for the value of the light. No mention of the hassle, time and expense you have to go through to get your OWN money back!!

 

 

 

 Complaint Status:   closed

 
   
 
Final Outcome:   : 
Overall Efficiency: 
   

Further links to Lidl complaints:

         Lidl Complaints       

   

 

 

 

 

 

 

 

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