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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:
Mal93 · 23/07/2017 23:34

It's been nice reading this post, as I used to work at Lakeland some years ago. I agree with a pp, so many businesses could learn a lot from Lakeland's approach. I don't like retail, I like customer service. Helping someone out, not hard-selling to them.

junerat · 24/07/2017 08:32

I think it's also really environmentally friendly: considering the transport of courier or post office to transport it, plus packaging, plus commuting costs of people in their returns department means a lower carbon footprint.

OP posts:
dollydee · 24/07/2017 09:02

I love Lakeland. Wonderful customer service. Even though some things they sell are more expensive than elsewhere, I prefer to support them as I have confidence they will sort any issues out - if any arise. Risk free shopping.

bookbook · 24/07/2017 09:14

I love Lakeland too - have never had any bother with them to find out about the customer service though, and have been using them for 40 years.
I will always buy their freezer bags , miles and away better than any others, in a lot of useful sizes, and they do the best heavy duty oven gloves too. And peelable jam labels ... I could go on :)

Bellybootcut · 24/07/2017 09:28

Hotbot. Whilst it's true you don't need a receipt to swap a faulty item. You do need some sort of proof of purchase. It's a bit of a myth that you don't. The exception would be if it the the item was a particular stores own brand. The timescale is also a factor.

I work in retail and often get people wrongly quoting consumer rights, usual twisted from something Martin Lewis has said.

Please keep receipts!

ZoyaTheDestroyer · 24/07/2017 09:32

Selena I always get large electrical items from JL and have found them excellent. They give you 2 yrs warranty as standard and will price-match bricks and mortar stores.

FastAbsorbingCake · 24/07/2017 09:33

I love love love them, I will pay a wee bit more to shop on their site because I know that if there are any issues I'm covered.

Like PP I have left a review that was honest but not 5* and they called the next day too.

UtterlyBatty · 24/07/2017 14:34

When I want to buy a significant (ie expensive) appliance, I do all my research, find the cheapest price, then look at Lakeland and weigh up whether it's worth paying the extra for their amazing customer service. So far, I've usually found it worth doing.

I bought a Polti steam cleaner a few years ago, to the tune of £250-odd.

It arrived with a broken foot - rang them up and they sent out a new machine.
It went wrong after a year - rang them up and they asked me to contact Polti, but said if I had any issues, to call them (Lakeland) back and they'd deal with it. Polti serviced and repaired the machine.
Almost a year later (so just inside the two year guarantee period) it went wrong again, with the same problem. I didn't want it serviced again, as if it went wrong again after that it'd be out of guarantee, so I rang Lakeland and explained, said I was very sorry but I wasn't happy with it and what did they suggest? They had stopped stocking the item, so couldn't offer a replacement, and offered me a full refund instead. Shock I felt a bit guilty accepting (but did so), and they've certainly earned my undying loyalty!

SelenaValentina · 24/07/2017 16:46

Thank you Zoya that's reassuring!

And I meant to add to original post (brain not really functioning) that I remember Lakeland when they first started. Great then, great now!

QueenArseClangers · 24/07/2017 17:45

Selena I've found AO to be brilliant for large appliances.
I ordered a fridge freezer for my mum. When I explained that she was elderly and disabled (so wanted the delivery guy to ring en route so I could be at her house to help) the AO bloke on the phone arranged free delivery and free packing removal plus took her old fridge away for recycling.
That saved about £50!

Think I'll do some Lakeland shopping soon though Smile

TondelayaDellaVentamiglia · 24/07/2017 17:50

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!

IdentifiesAsYoda · 24/07/2017 17:52

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?

IdentifiesAsYoda · 24/07/2017 17:54

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

ParadiseCity · 24/07/2017 17:58

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.

ParadiseCity · 24/07/2017 17:59

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

GhostsToMonsoon · 24/07/2017 18:05

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).

MuffinMad · 24/07/2017 18:44

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. Grin

requestingsunshine · 24/07/2017 18:50

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.

Groupie123 · 24/07/2017 18:57

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

ZoyaTheDestroyer · 24/07/2017 19:29

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.

ssd · 25/07/2017 11:38

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.

Beeziekn33ze · 25/07/2017 18:32

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.

Beeziekn33ze · 25/07/2017 18:33

DS is happy with the smaller size too!

twinkletwonk · 25/07/2017 18:51

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Beeziekn33ze · 26/07/2017 16:43

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

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