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			Last update 31/10/2007
Return to Index	Home	Contacts	Last update 31/10/2007

Complaint

Date

14/09/2003

Complaint

entered by

isabel@telco4u.net

Pine

Chests

A friend asked me to buy from Lidl two pine chests advertised in this weeks paper. I did , but they happen to be replacements and not the advertised ones.

I've taken them back the day after and got a total shock to find a totally useless manager that won't exchange the items for the right ones, since they now got the advertised ones.

The helpline lady put the phone down on me because she couldn't tell me anything more than it was their policy not to exchange.

Now, my friend feels guilty but it was my fault for not checking that they were the advertised ones, and I find myself with £40 less, and two pine chests that I don't want.

I have not read their policy anywhere, and surely that must be wrong.

Please, make sure everybody knows how unhelpful this supermarket is lets stick to old Sainsburys, Safeways, Tescos.

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We have advised Isabel to write to their Head Office in London and to ask them to reconsider the decision of their area manager and we have asked her to keep us informed and let us know their decision. In the meantime we would like to add our own comments as follows:

We have now received the following e-mail from Mrs. I. Kelly:

Dear Complaint Shop,

I have received an e-mail from Lidl and I'm still awaiting the results, but it seems promising.
I did not contact them, they have seen my complaint on the internet and they contacted me so that was a surprise.
I will let you know as soon as anything new develops.

Lets wait and see what they are going to do!

Update 20/10/03

Lidl have now faxed us a copy of the letter they sent to Mrs. Kelly on the 16th October 2003 in which they have apologised for the inconvenience Mrs Kelly has experienced. They have agreed to refund the Pine Chests in full at their store and they have also offered Mrs. Kelly a shopping voucher for £10.00 as a gesture of goodwill to restore her faith in Lidl. Thank you Lidl - well done!

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