NC for this.
I bought 3 large items online from Aldi. When they arrived all 3 were of very poor quality, made from flimsy materials, badly manufactured, faulty and damaged. They were just not fit for purpose, basically. I rang Customer Services - there was no email address - and they arranged for a courier company to email me to arrange collection. I was warned by the Aldi lady not to leave the items outside, even though they are damaged and for the garden, because if the packaging got wet the courier would refuse to take them and I would not get my refund. So far so good, sort of. The courier XPD then did not turn up to collect the items on the day. I rang Aldi again. They could provide no reason for the failed collection but a pleasant and apologetic chap arranged another date for XPD to come. Again, so far so good, sort of. But again, for the second time and without explanation, XPD did not show up to collect. I rang Aldi yet again and they wanted to arrange a third day for collection, possibly with a different courier company, Yodel.
Aldi is not disputing the poor quality and damaged state of the items, nor that I should be refunded the purchase price and heavy item postage fee, but they are still insisting they are returned first. I have had 2 full wasted days, plus a total of about 3 hours on the phone mainly on hold, provided storage and they have had my money now for almost 3 weeks. It will probably take another 2 to receive a refund when or if it is finally processed. At less than £100 it is not a huge amount but it is certainly not a small amount either. I need it to buy something similar elsewhere as soon as possible. I just want my money back and to dispose of the items, which are only fit for the rubbish bin, not for resale. Aldi can even see from reviews of the items on their website, unfortunately posted after I ordered mine, that the items are faulty.
Because of the current coronavirus pandemic, I am shielding a severely disabled child. It has been a long, difficult and worrying 3 months so far, and it is far from over yet. The items were meant to be something pleasant we could do together and so this has also been a disappointment. I provide round the clock sole care, with full waking nights mostly. It is difficult to keep an ear out for the door at all times and often very difficult to get to the door, never mind being kept on hold repeatedly and talking on the phone. I have gone without any sleep twice now to make sure I did not miss the courier. I know this is not Aldi's problem or responsibility, but I did make them aware in the hope that they would show some compassion and flexibility in the circumstances. When I said that I did not think I should be expected to do this a third time, and still with no guarantee a courier would turn up, the latest customer services person became unsympathetic, saying it was their policy and the only option if I wanted my money back, accused me of 'looking for problems', speaking loudly over me, refusing to transfer me to allow me to discuss it with a manager who might be able to review the situation, and even putting the phone down on me suddenly and without any resolution. At no time did I raise my voice at him, swear or name call - that is not my style. I have a pile of heavy, bulky rubbish taking up much-needed space, am significantly out of pocket, and feel frustrated and - I have to admit - upset at being treated that way on the phone. I am also very tired. I don't know where I go from here. I feel Aldi are holding me to ransom, and getting the item back to return to the manufacturer is more important to them than repeatedly inconveniencing a customer, even one in my situation.
Is it reasonable of Aldi to demand that I give up a third day, and with no guarantees, and to keep hold of my money in the meantime, in the circumstances?