To express amazement at Lakeland's customer service?

[junerat]

I ordered a few items from them which arrived earlier this week. One of them (a "magic wonder cream" that guaranteed to get any stain out of anything) was rubbish (and certainly did not get hair dye out of Amtico flooring).

I know Lakeland are good for returns, but as I don't live near a store, I started filling out their returns form which came on the despatch note. Then I realised there was no returns label. "Bugger," I thought, "I bet I'm going to have to pay to return it." I called their helpline to make sure.

The lady processed the refund immediately and said I could donate the product to charity or pass it on to someone who wanted it!

AIBU to think this is possibly the best customer service ever, and a really smart, eco friendly way of thinking about (fairly low value) returns?

[Arealhumanbeing]

Oh yes. They're brilliant.

I bought one of those plug in heat up clothes horses (can't remember the proper name) and it just dried the strips of fabric the pipes were in contact with and filled the air with moisture.

I rang them and they refunded immediately. Just asked me to drop off the used product with no packaging or receipt when I was next near one of their stores.

I don't live nearby so they picked it up instead!

[Beeziekn33ze]

There seems to be a big discrepancy between responses to complaints online and in store. Everyone who phoned the lovely local people in Kendal (?) got positive, even generous responses. The two posters who complained in 3 stores got unsatisfactory, even rude, responses.
Are the shops franchises? I would have assumed not. If they are a full part ofLakeland some retraining seems necessary! What a pity that some shop staff apparently let down an otherwise respected company.

[Stoprightnowplease]

The heated airer is brilliant for dc at uni too.

[Liz38]

I think they're brilliant. I had a problem with an espresso machine that I didn't have a receipt for because it was a gift. Manufacturer shrugged their shoulders, despite being shown the email confirming it had been bought and was ready to collect. Called Lakeland from whom it had been bought, they said just call your local store to check they've got it in stock and you can go in and pick it up or have a replacement sent to the original purchaser. Same day, 4 before Christmas, I picked up my replacement. Christmas wouldn't have been a happy place without a functioning espresso machine! They have my total loyalty for that.

[AutoCat]

Quote from 'Justgivemesomepeace': "I've heard of this- apparently it's more cost effective to just refund the goods (below a certain value) than it is deal with checking in the returned goods and processing refunds."

Last year I ordered something from GLTC, it cost around £12. They sent the wrong item. The item they sent cost around £20. It was lovely, but not what I wanted. They told me to keep the item and said that they'd send out a replacement. The replacement arrived - they'd sent the wrong item out again! It was something different and was worth just under £30, and was again really lovely but not what I wanted! I offered to send the items back but they refused and said it wasn't cost-effective. They sent the correct item out the next time!

It was great customer service because although I really wanted the item I'd ordered and it did delay receiving it I couldn't get too annoyed. And I must add, I've ordered from them a number of times and this was the only time that this has happened - I normally get the right item the first time!

Amazon have refunded/ replaced and told me to keep the item a couple of times, but only for very low cost items. Or they've sent a courier to collect, which is great.

[Brandnewstart]

The heated aired is a godsend! Mines in my spare room and up all the time but they fold away if you are short of space.

[loveyouradvice]

I adore them... and think they're very wise... I always buy far more than I mean to from them so they're definitely making money .... Ive only had to complain twice and both times they were amazing ... yup, love that they want me to give it to a mate or a charity shop ... And also love that the people you talk to use their products so give you great advice! This used to be normal with other companies and now is rare....

[Iamnuts]

Some years ago I bought a set of saucepans with a free milk pan as part of the offer. Within 48 hours the pans arrived, but no milk pan. I phoned them, the following day it arrived (or so I thought) then the following day another milk pan arrived. Obviously the first pan had been missed off the delivery. I phoned again to explain and they told me to keep the extra pan. It was just before Christmas, so I donated it to my favourite charity for a raffle prize.

[bbcessex]

Love the statelet, hotbot

Should be a new word for Mimi statement!!

[Beeziekn33ze]

Twink - instore poor response or online? They appear to differ.

[Beeziekn33ze]

DS is happy with the smaller size too!

[Beeziekn33ze]

DD found the heated airier she'd bought was too tall for where she wanted to put it. Kindly gave it to me, my house is small, it is in the living room! Very useful, I love it.
On the phone a Lakeland person told her he always puts a sheet over the top of his which speeds up the drying time. I've found this to be a good tip.

[ssd]

the thing that puts me off their driers, apart from the cost, is where to put it....I have a small house and dont want it in my bedroom a I like that cooler...but I live in wet Scotland and could sooo use on of these.

[ZoyaTheDestroyer]

The heated airers are absolutely wonderful. They are a lifesaver if you are as disorganised as me and have a tendency to realise that the top you wanted to wear tomorrow is dirty at 8pm. Everything can dry safely overnight.

[Groupie123]

Amazon have a similar policy for food and alcohol gifts as well as everything under £5.

[requestingsunshine]

I've never heard of Lakeland but off now to look them up. It's so hard to find companies that value their customers these days.

[MuffinMad]

I purchased a baking tray. It warped. Took it back to Lakeland and they did an exchange for me.

The new tray warped as well. I emailed them and asked them if there was anything I could do.

They emailed me back and said they didn't want me to return the tray and to dispose of it the way I wanted and they would send me vouchers for the value of the tray!

Sure enough, just three days later, I had my vouchers.

Brilliant service.

[GhostsToMonsoon]

Similar thing happened to me - I ordered two cake tins instead of one, phoned up to ask for a returns form and they said to just donate it to a charity shop.

(On a separate note I wish I lived in the kind of town that has a bricks and mortar Lakeland store).

[ParadiseCity]

And yy to the heated airer. Marvellous. Also the roomba. (See above re laziness )

[ParadiseCity]

I agree they are great. I don't buy much from them because I am too lazy to cook and clean very much but I REALLY wish they would take over bastarding Argos. Or start selling Nintendos.

[IdentifiesAsYoda]

While we are on Customer Service: First Direct Bank. Bloody brilliant

[IdentifiesAsYoda]

They are great

Is it very sad that it's my favourite shop at Westfield, even though some of their stuff is a bit over-priced?

[TondelayaDellaVentamiglia]

i left a bad review for their silicone piping bag, ( it really is shite!) and they refunded and sent me a box of their disposable piing bags (they really are fabulous!)
and they said to keep the piping nozzles from the original purchase!

I think it is hugely refreshing to have a company with such a good customer focus!