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To express amazement at Lakeland's customer service?

85 replies

junerat · 23/07/2017 17:08

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?

OP posts:
DopeyDill · 23/07/2017 17:18

Sounds a bit dopey to me

Abra1d · 23/07/2017 17:19

I've always found Lakeland's customer services brilliant.

friendlysnakehere · 23/07/2017 17:20

They are brilliant for their customer service, I never worry about buying from them.

Bacere · 23/07/2017 17:21

YANBU at all Lakeland have always been fab and IMO continue to try to maintain their fabulousness Grin

Hercules12 · 23/07/2017 17:21

Years ago I bought an expensive picnic bag from them and cancelled the order as too expensive for me at the time. It was delivered anyway and when I phones to return they said keep it.

MikeUniformMike · 23/07/2017 17:22

You got your money back and to keep the product, which might remove other stains. Brilliant. Hair dye is a bugger to remove off anything. I think you'd need to use bleach, very carefully.

Boredwithmyname · 23/07/2017 17:24

They have brilliant customer service

CMOTDibbler · 23/07/2017 17:29

Years ago, my mum bought a frying pan from them. A few months later they phoned to say that they'd had a lot of complaints about this particular pan, and they'd refund her or send an alternative. As she was quite happy with hers, she said she didn't need either thank you, but they insisted!

NotTheQueen · 23/07/2017 17:34

I love Lakeland... their customer service is exceptional. I once brought some garden lanterns which were part of a special offer, but the free lantern wasn't included in my delivery. Not only did they send it to me by special courier but they included a gift voucher to say sorry. I e always found them super helpful in store too.

WillowWeeping · 23/07/2017 17:36

Yes they're great. I returned an item that broke. Was about 18mths old not a Lakeland brand and I had no proof of purchase. They exchanged it no bother.

friendlysnakehere · 23/07/2017 17:39

This thread has reminded me to use them again as my beloved John Lewis has bee dreadful recently with returns.

Hotbot · 23/07/2017 18:19

Ive found it lacking of late unlike above, I wanted a replacement item due to damsel. As I had lost my receipt I had to provide a bank statelet with Lakeland on it to enable a replacement . Amannger was rud beyond belief I was disgusted . I contacted customer services online to Complain , I never complain I was stunned and will never use Lakeland again .(I used to go in most weeks to purchase items )

Hotbot · 23/07/2017 18:20

Damsel tsk, damaged
Apologies for all the typos

Bellybootcut · 23/07/2017 18:23

Surely it's your possibility to keep you receipt though. It's fair enough they needed to see a bank statement to trace the sale?

Bellybootcut · 23/07/2017 18:27

*responsibility even

John4703 · 23/07/2017 18:27

I put a poor review of a steamer on their website. They published the review and phoned me to explain how to get my money back. Their customer service is brilliant.

JennyLane · 23/07/2017 18:33

They're brilliant! I called them last year as a slow cooker we had bought from them had started to get rust on the lid handle. We had had it for a good 5 years and it was discontinued but I called purely on the offchance that they may still have some spares knocking about.
They sent me a £40 Lakeland voucher for a new bloody slow cooker!! I could NOT believe it. I didn't have to show any proof or anything I just gave them the slow cooker serial number. I wasn't even annoyed it had rusted given how much I use and wash it, I just wanted to check if they had a spare lid before forking out for a new one.

JemimaMuddledUp · 23/07/2017 18:34

I bought a smoothie maker from Lakeland in Cardiff. After a few weeks, one of the bottles for it cracked. I live 2hrs from my nearest store and wasn't going back any time soon, so I emailed the customer services email address on the website. I gave them a couple of details (receipt number and date etc) and they sent me a pack of two (not just one) replacement bottles. Really can't fault them.

Girlsworld92 · 23/07/2017 18:41

I used to work with them...they were a client of mine and one of the things they always said was that their customer service was the most important thing. It's a good strategy because even if you buy a product and it doesn't work for you, by knowing that they will resolve any issue, it means you would use them again without hesitation. They are a fab company and are lovely to their staff and suppliers. They were the only client who would send us wine every Christmas to say thank you.

No1special · 23/07/2017 18:47

Yep, Lakeland did the same OP with my steam cleaner.

Refunded over the phone with no paperwork and it was my choice as to what happened with the gadget Smile

John Lewis could learn a lot from Lakeland.

JamRock · 23/07/2017 18:49

This reply has been deleted

Message withdrawn at poster's request.

domesticslattern · 23/07/2017 18:56

Yes, I have had an automatic replacement for quite an expensive Lakeland product which failed after a couple of years, processed quickly and with no faff. They took the point of view that I was not lying, in great contrast to other retailers and service providers who assume every customer is a thieving git out to swindle them.
Pretty refreshing customer service.

Epipgab · 23/07/2017 19:14

I too have had top-class customer service from Lakeland. It was several years ago and really stood out, so I've remembered it!

flickerty · 23/07/2017 19:48

Wow... this thread is better than any advert I've seen recently. I'm going to Lakeland tomorrow!
I'm always put off by what I consider high prices but hey ho... off to Lakeland I go!

SelenaValentina · 23/07/2017 20:19

I'm about to revamp my kitchen and thought I would possibly get fridge/freezer etc etc from John Lewis. Not that there is one near us but some friends rave about it.

Am I wrong to consider JL? If so, who are good? Went to local Curry's today, huge choice but not all brands I really wanted to see.

I'm in the North West. Near place with a tower.

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