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Date

04/11/2003

Complaint

entered by

Douglaidlow@btinternet.com

Men's

Pyjamas

On the 27th October my daughter purchased an item Men's Pyjamas £4-99 among other purchases at the Lidl Store in Lincoln. After waiting for about 20 minutes she finally made the till where she was dealt with by a cashier who seemed to have her mind half on her job and half in conversation with another member of staff. The bar code on the pyjamas was not recognised. So whatever they have to do in such circumstances the sale went through.
On getting home from the store a distance of 21 miles she discovered that the receipt had registered Men's Top at price of £6-99. Not thinking there would be any problem in having the error corrected with a refund of the wrongly charged £2 she visited the next day our nearest Lidl Store at Sleaford in Lincolnshire.
No refunds given for a purchase made at another store. A number was on view 0870 4441234 for complaints. No luck there either, for to get the matter resolved she was needing to do an almost 50 mile round trip.
She has now returned to her home in Sale in Cheshire and left the garment with me. It is doubtful whether I would be able to get the matter resolved by leaving it until my next natural visit to Lincolnshire and as Sale is over 100 miles from Lincoln there was little point in her taking the item home with her.
The pyjamas which were to have been a present have now been found to be unsuitable so what I am looking on her behalf is to be able to return the item for a full refund of the wrong price charged. Not to the Lincoln Branch but to the nearest one to me namely Sleaford. The item is still in its wrapper not having been removed and I have the receipt to prove the purchase.
Hopefully you will be able to help in this matter. I have never experienced such an awkward policy being adopted by any other multi national store.

We have contacted Lidl at their Head Office in London on behalf of Mr.Laidlow and we have asked them to look into the complaint and to contact him directly with their findings.

Mr. Laidlow has notified us on the 17th November 2003 as follows:

The problem resolved this morning without any hassle whatsoever. I thank you again for the part you have played in resolving this matter. So trivial in fact that it should not have needed your assistance. The letter from Lidl did say they welcomed contact from customers so as they may improve the way they operate.

Let us hope that this simple transaction and the problems it faced will in the future not be repeated and that it will be easier for customers to obtain their refunds.

Complaint Status: CLOSED	Overall Efficiency:	satisfactory ««««
	Respond Time :	satisfactory ««««
	Final Outcome :	satisfactory ««««
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