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Complaint

Date

04/12/2003

 

Complaint

entered by

david.marina@ntlworld
 

 

 

Radio/CD Alarm

clocks

 

 

 

Yet another honest unsuspecting shopper caught in the LIDL trap of changing the return policy without having the decency to display the new policy anywhere in the shop.
Today 04-12-2003 I purchased 3 Radio/CD Alarm clocks at г24.99 each as Christmas presents. I arrived home and found that one of these did not match the decor of my daughter's bedroom. I returned to the store less than 1 hour after the purchase to be totally shocked that the no quibble return policy had changed and to be told by the manager there was no way they were going to refund me for 1 of the Radio Alarms as it was not faulty.
Having spent several hundred pounds in Lidl over the last year always having the confidence that in the unlikely event of an item not coming up to expectation it could be returned. Well it's the last time I get caught because I won't be spending any more money in their store, and they could also benefit from some free 'advertising' amongst my friends. Other shops have extended their money back guarantee policy over the Christmas period to cover unwanted presents (some even until the end of January) but not LIDL. AH WELL their loss in the long term.

Used to all these complaints by now  we again contacted Lidl at their Head Office in London and asked them to look into this matter and to re-consider the decision of their branch manager which they confirmed to us promptly.
On the 14th December 2003 we received the following e-mail from David:
 Lidl have contacted me asking for my home address so they can send out a letter of authorisation for the shop to give a refund, will keep you posted.
David informed us on the 6th January that the matter has now been settled and that he had received his refund
 
Thanks to the help of the Complaint Shop Lidl have contacted me over the Christmas period and issued a letter of authorisation allowing me to take the Radio Alarm back to the store and receive a refund. (Which is normally a cheque from their Customer Call Centre if the value is over г10.00.This means they have the goods and the money)
What a shame Lidl's change of policy (which by the way is not advertised anywhere in the store, and when the manager was asked he could not show where it was displayed) is targeting the people looking for cheaper goods often those that cannot afford to pay full price and so the refund would be a help to them in certain circumstances. Anybody able to pay full price will not be shopping at Lidl's. Also without the help of a computer and the internet we may never have been able to get enough publicity to get the refund needed.
I recently had information from Wickes who have extended their return policy to 6 months allowing a refund with a receipt and an exchange if no receipt, some stores extending their refund policy by 1 month over Christmas and many more examples.
I fail to see what Lidl think they have to gain by the change of policy.
Thanks once again to The Complaint Shop and shoppers beware Lidl may not be the cheaper option you think they are.
 

 

 

 

 

 Complaint Status:   Closed

 
Overall Efficiency:    Click To Download satisfactory  лллл 
Respond Time    :    Click To Download satisfactory лллл
Final Outcome    :    Click To Download satisfactory лллл

 

Further links to Lidl complaints:

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