Returns to Aldi

Eileen2302

A cautionary tale.
I bought a dehumidifier in Aldi, Mallow, on 6th October 2014. It failed to work from November 2015 ( it had a three year guarantee) and what with Christmas, I didn't return it until 6th Jan 2016. I was advised I had to send it to a company in the UK that deals with their guarantee's. The post office said that as the item was in excess of 20 lbs weight they couldn't accept it, so I contacted the UK company to confirm that if I sent it by courier that I would indeed be allowed for the cost. I got a job reference number, wrapped the item carefully, spent time getting a competitive quote for a courier and waited around till the box was finally collected at 4.30pm on the 6th Jan. I am now 18+ phone calls later, having given up on phoning the UK company at prime international rates, I reverted to the Aldi customer care line and finally, in total frustration put a posting on Facebook. This caused the Facebook team to take an interest and due to their efforts, the present situation is that this week I finally got a partial refund; a full refund for the dehumidifier but only got 17 euro refunded for the courier where I had included the invoice showing it had cost in excess of 53 euro. In fairness, I have again contacted customer care and they assure me I will get the remainder of the refund due in the coming days and I am confident that this will happen.

I am confident that without the Facebook posting and their help I would never get the refund but would continue to ratchet up phone costs.

To their credit, they offered 40 euro in Aldi vouchers for all the bother that I've had. Of all the calls I logged with Aldi and their repair/guarentee company their is one call alone that was of 28 minutes duration!!

I feel I could write a book about the experience but life is too short! All the staff, including those in the UK, Customer Care Aldi and the Facebook team were all very pleasant and courteous but until this week, totally ineffective. I would caution anyone making purchases from Aldi do to so allowing that (1) they may have to organise packaging and a courier, (2)devote your spare time to chasing up your refund and (3) wait months if indeed you ever get your money back.

I have a log of dates and the names of the people, and a synopsis of each conversation I dealt with since I started logging my calls on 18th January, should anyone doubt the veracity of this story. Aldi are terrific if you have your receipt and return an item within the first 30 days, they will refund you on the day at the store.

HeidiHeidi

What happened to "your contract is with the retailer"?

Surely it was Aldi's responsibility to organise returning the faulty item to the UK, or wherever?

Eileen2302

So I would have thought too but I was advised at the local branch in Mallow, very nicely but firmly, that they couldn't help me, that I could contact Aldi Customer Care if I wished, and gave me the contact number 0044 191 387 0118 in the UK who I then needed to phone to get a return application form ( arrived within a week) and then I'd to phone them back for a 'Job Reference Number' which needed to be quoted on said form. Thereafter, I went to the post offic and they couldn't accept it for postage so I had to phone the UK company again to explain that if it was returned it would need to be by courier and may be very expensive and they OK'd that for me.
On 17th Feb I was told that a refund was due in the next 3 to five working days ( didn't happen).I was advised that a refund cheque was posted out on 25th February ( didn't get it/didn't happen) On 23rd March I was told that a cheque was sent out on 11th March ( didn't happen) Was told a new cheque would be sent out on 24th March ( didn't happen). On the 12th April I got two conflicting stories; I phoned the UK and they told me that the cheque was 'processed' the previous day, i.e. the 11th April. Melanie, from the Aldi Facebook team was assured by the UK company owner that they cheque was issued on 5th April. In any case, I now have the refund cheque ( with major shortfall for the cost of the courier) dated 11th April but the date of postage was the 19th!! So it was sitting on someone's desk for a week. Anyway, but for the intervention of the Aldi Facebook team I'd still be phoning every week looking for my refund.
Finally, they did in fairness offer to sent me 40 euro in vouchers for their store as a goodwill gesture. One phone call I've logged was 28 minutes long. On another occasion when I was on hold for 10 minutes I hung up, not to be rube but I was acutely aware that I was ratcheting up major phone minutes.
I can only share my experience. I'm assured it is an aberration; that their customer care is normally much better but this has been my experience.