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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:
Beeziekn33ze · 23/07/2017 20:26

I ❤️ Lakeland and have done for many years!
Their phones have real people at the other end who do not have a script in front of them!

Beeziekn33ze · 23/07/2017 20:29

Hotbot is complaining about their treatment in a Lakeland shop. They don't tell us the response when they complained online.

Imaystillbedrunk · 23/07/2017 20:35

What should I buy at Lakeland?

madamginger · 23/07/2017 20:38

I ordered a set of mason cash mixing bowls and one of the smaller ones had a tiny chip on it and I emailed and asked for a replacement for just that one, they sent me a whole new set and told me to keep the first set.
I love getting their catalogues in the post, it's like Christmas

IHopeYouStepOnALegoPiece · 23/07/2017 20:39

I love them! I left a review once saying a particular product was a bit crap and left 3* review and they contacted me the next day to apologise and offer a refund!

If only I cooked or cleaned then I'd have more excuse to buy from them Wink

Witsender · 23/07/2017 20:40

This has happened to my mum a few times. Quite large items like mixing bowls etc.

junerat · 23/07/2017 22:38

@Imaystillbedrunk Their cookware is fabulous. I love their reusable oven baking paper (greaseproof non-stick parchment that can go in the dishwasher). I've had mine at least 5 years and it's only just beginning to wear out (ha ha, I should probably let them know - they'd probably replace it!)

They also do gadgets like pineapple ring makers, small electronics like mixers and a lot of their own brand cleaning materials. Everyone raves about their granite cleaner. (I find it overpriced and not massively better than Tesco's).

OP posts:
Hotbot · 23/07/2017 22:42

RE poster , inline response was an apology but I had already had to show my statement.
No it isn't my responsibility to keep my receipt, I wanted an exchange for faulty goods , perfectly within my legal rights

Bellybootcut · 23/07/2017 22:44

Fairly sure you do need some sort of proof of purchase hotbot.

ssd · 23/07/2017 22:45

I'd love to have one of their indoor heated clothes driers, they have always had good reviews on here and sound fab, but they are too expensive for me. I can dream though!

buckeejit · 23/07/2017 22:46

Splendid thread. They had an awesome red pepper & chilli jam many years ago that they only did for a while & discontinued 😪

I love their oven liner & greaseproof paper/cling film etc.

What else is awesome from them?

Justgivemesomepeace · 23/07/2017 22:48

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.

Coastalcommand · 23/07/2017 22:48

I love their little laundry airers - perfect for socks and baby clothes.

AnathemaPulsifer · 23/07/2017 22:49

Their refund policy is incredible. So delighted to give full refund without a quibble. I always keep my receipt, mind.

5foot5 · 23/07/2017 22:50

I love going to their shop. We have one about ten miles away. DH dreads it because I go in to a sort of happy trance and wander around muttering about "lovely things" Grin

anotherprosecco · 23/07/2017 22:55

Same here for Lakeland. Ordered tray bake tin (the Mary Berry one) on line. When it arrived it was severely dented, so phoned them to return it. They said "Oh we'll send you another one - and don't bother sending the damaged one back!" So gave it to my daughter!

crazypenguinlady · 23/07/2017 22:56

Now I want to go and buy stuff from Lakeland!

LoniceraJaponica · 23/07/2017 23:00

I love Lakeland. I agree that their customer service is second to none.

GoldenMalicious · 23/07/2017 23:05

Another thumbs up here. I had a problem with my heated airer a couple of years after purchase, and spotted online that they offer a 3 year warranty. They sent me a new one, and suggested that I try the old and new one alongside one another to confirm whether the new one functioned correctly. Really impressed by them.

monkeyfacegrace · 23/07/2017 23:05

I'm convinced, I'm heading to Lake land tomorrow then. I need a new set of baking trays. I'm a bit excited now! how tragic

Hotbot · 23/07/2017 23:12

You legAlly don't need proof of purchase to exchange faulty goods

JaceLancs · 23/07/2017 23:14

I love Lakeland too - their products are generally so good that I've never had to use their customer service
Whilst on that subject though circulon customer service is amazing!!! Their lifetime guarantee really is no questions asked I've had to use it twice (admittedly in last 20 years or so) and they just asked me to choose a replacement product - obviously I picked. The best they did - no quibbles sent straight away

Wh0Kn0wsWhereTheTimeGoes · 23/07/2017 23:17

Yes. About 20 years ago I placed a large order (about 12 items, jointly with colleagues to save postage). One of the items was food and it leaked inside the package, I phoned up and they sent the entire delivery out again, no quibble.

Then about three years ago I gave something a 3 star review on their website, they phoned me up and refunded it. A year or so later they messed up an order of mine and sent things I haven't ordered, they immediately shipped the right things and let me keep the wrong ones.

I love Lakeland.

PotOfYoghurt · 23/07/2017 23:20

Well it certainly works as good PR!

TheMightyMing · 23/07/2017 23:22

They invented the heated airer for which I will be forever grateful , a life changing product x

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