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			Last update 31/10/2007
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Complaint

Date

30/09/2003

Complaint

entered by

Andrew.Riddell@Sanford-Europe.Com>

Step

Ladders

I am a regular shopper at Lidl and find both their food and non food products great value.

I recently purchased a stepladder from their West Bromwich store but when I got it home it was too small for the job.

I then saw the larger stepladder in their Derby Branch and purchased this, thinking that I could return the unused wrapped stepladder as I had a receipt but on returning to the West Bromwich store I was told by the store manager that he was unable to give me a refund unless he spoke to his Area Manager who refused to give me a refund.

I then faxed Lidl head office and I have still not received a reply and now have two Stepladders, one of which is unwanted.
They really need to respect and treat their customers much better.
Any help you can give would be appreciated

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

Update 02/10/2003

Mr. Riddel has just sent us the following e-mail which is self-explanatory:

Today I received a reply from Simon Morgan at Lidl concerning my complaint; thankfully he stated that I could return the Step ladder to their West Bromwich store and obtain a full refund which I did this morning and actually spent the money in store.
My advice to other Lidl customers is to be sure that any non food item they buy is something that they really need as any returns will involve a great deal of work on their part, but overall I am happy with the end result and will continue to shop at Lidl but will be very selective with my purchases

Our advice

As this is now the second complaint we have received regarding the refusal of Lidl to exchange or refund goods which were found to be unsuitable we feel it is time to advise all future potential customers of Lidl to think twice before they purchase these items.

Being primarily a food store, their non food items are aimed at the impulse buyers, who clearly do not intend to buy that item at that time and who are more likely tempted to make a purchase without thinking if they really want that article or if it is suitable and fit for the purpose.

As the above complaint shows, Lidl will refuse to change or refund these goods.

So please be warned - do not make rash decision - make sure the goods are suitable and do not part with your money unless you really want these goods.

A cheap item is not cheap if you don't need it or if you don't want it.

Remember - you have been warned

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