You don't need to be an 'investor' to invest in Singletrack: 6 days left: 95% of target - Find out more
Took a faulty electrical item back to local Aldi where I've shopped for 10 yrs.
Bought it 3 months ago and as a result was told by cashier they only deal with items up to 60 days after purchase and to phone the manufacturers helpline. Pretty sure she was wrong and asked to see a manager who told me the same . I argued and they got the senior manager down who told me the same .
I reluctantly left the store and went home phoning both the manufacturer who told gave me a reference number and said the store would refund or replace. I also checked my rights online and confirmed that if the item was bought less than six months ago then the retailer had to sort or prove it wasn't faulty at the time of purchase .
Back to the store and argued again being told they couldn't do anything and to phone customer services.
Getting more and more frustrated I sat outside and called the CS who quickly told me I was correct and that they'd call the store. I finally got a refund from yet another manager but by this time could tell I was going to be labelled as a difficult customer in future.
Their final line was that they could only follow company guidelines which they received during training .
I accept that but how can a huge company like Aldi not educate their managers in consumer law and get away with it?
May I also ask how they can be allowed to mislead people who are not aware of statutory rights regarding returning faulty items ? ...have a look [url= https://www.aldi.co.uk/customer-services/returns ]here [/url] and read the paragraph titled 60 days ( click the + under returns and refunds at the top )
Your comments please before I contact trading standards tomorrow ..don't want to make a fool of myself.
Was it a Skoda?
I agree it's not ideal but I've not had a problem personally getting a refund, as their electrical stuff (tools anyway) seems almost indestructible.
The only thing that broke was an air compressor after 18 months, and after calling the manufacturer a replacement super duper upgraded GTI model turned up a week later.
yes ..always been good up until today both lidl and aldi but the arguing with managers about my rights spoilt my day as I was tired .
You now owe them a 'Ling' and they'll take you to court to get it.
are you sure they didn't whisper under their breath the "this does not affect your statutory rights" disclaimer?
surprised this disclaimer isn't on their website somewhere.
Ling? does not compute
yes ..further down it does say "stat rights not affected" but the 60 day statement is surely misleading?
Ling? does not compute
I suggest putting a few hours aside and looking at a recent v.long thread about cars/deposits/customer service (and a large amount of other stuff). If anything it'll make you feel better about your experience!
As the majority of "hard goods" sold at Aldi/Lidl are in house brands, it's likely that the helpline, while called a manufacturer helpline, is really a dedicated support line for tech type enquiries.
As a result, they're better served to support and assist a customer than a cashier, either with problem solving or resolution, and as it's a helpline belonging to the retailer you bought from, you are still being supported by the retailer.
So no breach of rights.
Is it legal not to inform managers of customers statutory rights ?
product was remington in this case .
That’s how Aldi work especially with their deal items, by all accounts when you speak to their customer line they don’t quibble and have excellent replacemet and refund service.
https://customerservice.aldi.co.uk/contact
https://www.aldi.co.uk/customer-services/returns
Is it legal not to inform managers of customers statutory rights ?
On that very narrow and specific question, the answer is only going to be "yes" isn't it?
Unless the STW lawyers can point us to the "Information that must be given to retail store managers in training Act" and prove me wrong of course (IANAL)
How many pages until Marc Heußinger turns up? 😆 And yes, I did have to google that.
It's by design, they discourage refunds for obvious reasons, so you have to jump through some hoops.
Keeps the retailer safe from spurious claims and minimises losses.
Nobody has yet addressed the misleading statement about having 60 days to return faulty items for refund /replacement when it's 6 months or longer
It’s on the link I provided.
I had the same argument in a store about a drill I got which became faulty. I reluctantly phoned the helpline as I didn’t get anywhere in store and received (once I had emailed them the receipt and a pic of the identity plate thing on the drill) a brand new drill a day or two later.
To be perfectly honest I’d use them again because of that, very good service.
BTW I used to work in DIY tools and we used to get loads of stuff back that wasn’t actually faulty but we couldn’t really test them.
If I'm not mistaken, the retailer in this instance is aldi stores limited, not the aldi you happen to shop at. Your legislation says they have to give you a refund unless they have very good reason not to.
They're obligated to do this [url= http://www.legislation.gov.uk/ukpga/2015/15/section/20/enacted ](15)A refund under this section must be given without undue delay, and in any event within 14 days beginning with the day on which the trader agrees that the consumer is entitled to a refund.[/url]. They didn't refuse to do that. They told you to contact head office (still the retailer) who would deal with your problem. They would then discuss your refund with you, agree it, maybe request return of the goods and arrange a refund to be issued.
None of this is in breach of your rights as far as I'm aware.
They have to do it, they do not have to do it the way you wish.
The other thing I'd say is that you've got your refund now, no need to ever think about it again.
They didn't refuse to do that. They told you to contact head office (still the retailer)
I read it that they told him to phone the manufacturer, they only said contact head office later when the OP went back and challenged it.
They do this, and it is annoying. I've been in the same position.
However.....of all the electrical items I bought from them (many), 4 have failed within 2 years. Thats been a bike computer, LED lights, electric screwdriver. On every occasion, calling the helpline got me a new item shipped out, no fee charged, and not much in the way of questions asked.
splashman is correct
Splash-man - MemberI read it that they told him to phone the manufacturer, they only said contact head office later when the OP went back and challenged it.
Not the way i read it sorry, it read to me like he'd phoned the manufacturer off his own back rather than the cs line. Quite possibly my error.
Their website linked by the op mentions calling the mf for repair or replacement. It carefully avoids saying anything about refunds after 60 days.
I guess you're right that the aldi you shop at is not the retailer but I think that would surprise most people.
It’s quite clear danger.
60 Day PolicyYou can return or replace a faulty product within 60 days of purchase, as long as you have proof of purchase. To receive a refund, simply send your purchase with your returns note and in the original packaging. If you’d like to receive a replacement instead, please give our Customer Services Team a call on 0800 042 0800.
12 Month Policy
If you have a faulty product that you bought within the past 12 months, then please contact the warranty company with proof of purchase. If they cannot provide a repair/ replacement or you have no manufacturers’ warranty, then please contact our Customer Services Team for assistance.
Did they say manufacturer or helpline Kaiser.
call the number in the booklet that came with the item .... Remington
kaiser - Member
I guess you're right that the aldi you shop at is not the retailer but I think that would surprise most people.
Possibly but it's the same reason you can take stuff back to any store you like which would i imagine be fairly intuitive to most. It all falls down with franchises and outlets etc though.
Drac..under the 12 month policy it advises calling the warranty company . but if only 5 months have elapsed it should be dealt with by the retailer under statutory regulations.
Drac - Moderator
It’s quite clear danger
Very on 60 days, you'll notice no mention of refund on the 12 month section though. Only [i]If they cannot provide a repair/ replacement or you have no manufacturers’ warranty[/i]
call the number in the booklet that came with the item .... Remington
Ah! That’s probably the part where they say try under warranty if no luck call their helpline.
Very on 60 days, you'll notice no mention of refund on the 12 month section though. Only If they cannot provide a repair/ replacement or you have no manufacturers’ warranty
True but from what I’ve heard they just replace or refund.
Nobody has yet addressed the misleading statement about having 60 days to return faulty items for refund /replacement when it's 6 months or longer
I thought within 30 days you can get a refund, after 30 days the retailer can choose to repair or replace. Could be out of date though. Definitely agree that they can't dodge their responsibilities as a retailer by fobbing you off to a manufacturer - you don't have a contract with them!
I'd absolutely expect aldi to refund if requested, nothing to do with the mfr, all be it via the CS line.
They should of course also handle replacement and if need be repair but given their model of limited stock on three things I imagine it's impossible.
Quite likely they have some terms in their Ts&Cs with suppliers so they deal with repair/replace on Aldi's behalf in order to meet Aldi's obligations under the CRA.
#prayforkaiser
Quite likely they have some terms in their Ts&Cs with suppliers so they deal with repair/replace on Aldi's behalf [s]in order to meet the obligations under the CRA[/s].
.......in order to provide an alternative to the customers rights that suits their business model
had similar once in a store and insisted they rang the manufacturers number - couldn't get through - went shopping left them to it, when I got back, store said they had arranged for supplier to post out a replacement - asked them to supply from the stock on display - refused - I've simply never shopped there again but its not right
The [b]contract[/b][u] is between you and the retailer, not you and the manufacturer. Lots of retailers try this on and fob you off with the support line for the manufacturer. They train their service/sales staff to push this rather than give in, if you stand for your rights then they'll accept it.
It's up to them to repair or replace the item within the first six months or give you a full refund. Challenge is how long it takes to repair the item, you have to end up reading the riot act to them saying that for example a reasonable time aka 28 days is more than enough to repair the item and you expect a full refund. Their response then is usually to give you a refurb item in replacement asap oh along with a reduced warranty on the item.
Very similar happened to me with the nutri-nija thing they sold.
Went back to shop with receipt. No customer services so went to till. Till lady didn't seem to know what to do but got flustered when the queue started getting bigger. Manager came down and tried to tell me I had to contact the manufacturer. Things went back and forth until he realised I wanted a refund not replacement (Which they didn't have in stock anymore so is why I assumed they were being a pain). Got a refund.
I said repeatedly that if this was their policy then that was fine and asked for the item back so I could go home but they kept not giving me it back! They didn't seem to like me telling them that if I'd bought it from a proper shop it would be sorted on site. Very strange encounter and another reason I don't shop there if I can help it.
I'm surprised that you didn't play the "In your country I'm the king" card.
If you are not satisfied with how their policy works then take it up with trading standards, they can give you the full official reading of the rules, if Aldi are compliant and take action if they are not. There may be a lot of technicalities going on in all of this...
Wtaf buys electrical goods from Aldi and doesn’t expect to be stiffed lol.
You’re best off shopping at Argos from now on.
I’m sorry to kill thread but seriously should have gone to Lidl.
Like this lady here in style.