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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

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Original poster

To be irritated with Aldi over this?

55 replies

aldiannoyance · 09/03/2021 11:40

Generally I am a supporter of Aldi, I shop there regularly and buy stuff online.

At the start of last year I bought something from them online. Not massively expensive, about £40. It was for a room where we were having work done, so I left it in the box until we were ready to use it. Last month we finally got the work completed...only to open the box and find that a crucial part (to connect the 2 parts of the item together) was missing.

It's not just a simple screw or anything that I could easily source a replacement for - indeed oddly although it is referred to in the instructions (use A which is attached to B to join B and C together) it;s not on the parts inventory. But clearly should be included, I assume should have been fitted onto B but has been missed off at manufacturing stage.

The item came with a 3 year guarantee, I emailed both Aldi and the manufacturer on the same email with all the details. That was nearly a month ago.

No response at all from the manufacturer.

Aldi have so far sent me 3 different emails.
The first asked me to provide photos of the item (these were attached to my original email but I resent them anyway).
The second asked me for my order number (also sent - I attached to that reply a copy of my email order confirmation which had both the order no on and is proof of purchase).
The third email (and this is the one I'm annoyed about) enclosed a link telling me I needed to phone a customer service line. The link didn't take me to a page with a number, just a random part of the Aldi website. Plus I prefer not to phone, we get appalling mobile signal here and calls drop all the time, hence emailing. And why do I need to call customer services when that's who I've been emailing!

The email also asked me to obtain a receipt from the store. Which of course I can't because it was an online purchase, and I've already provided evidence of purchase!

I have emailed back and queried the above which is clearly a cut and paste response but AIBU to be irritated? I don't think I am!

OP posts:

CyberdyneSystems · 09/03/2021 16:13

OP, do Aldi still stock the item?

If they do or if it comes on again I know what I'd be doing

Original poster

aldiannoyance · 09/03/2021 16:14

I did say the M&S situation was rather different. I did email them about 3 weeks later though, I'd thought about it for a bit first and decided I would complain after all - the prompt, uncomplicated reply was a pleasant surprise.

Part of the issue with replacing this missing part is I don't know what it's supposed to look like. Normally with instructions you'll get for example a parts list including 4 3.5 x 50mm screws, or bolts or what have you - so if 1 was missing it would be easy to identify what it was, and replace it. But this small connector isn't on the instructions, because it should (if the instruction manual is correct) have already been joined to 1 half of the item. You can't really see from the instructions what it looks like, size etc.

OP posts:

dementedpixie · 09/03/2021 16:18

What is the product? Maybe someone can suggest the part you need. Can you post pictures here

Original poster

aldiannoyance · 09/03/2021 16:18

I don't want a refund. I simply want the missing part that should have been supplied. It's not sold currently by Aldi but something almost identical is on the supplier website.

And actually, even if I'd checked the item when it arrived, I wouldn't have noticed this because the part that is missing isn't on the list of bolts, washers and whatever else. The only reference to it is in the instructions. So reading the parts lists and checking all the pieces were there wouldn't have helped here.

OP posts:

dementedpixie · 09/03/2021 16:21

You might have to accept a refund though if aldi don't have replacement or spare parts. What is the product?

SplendidSuns1000 · 09/03/2021 16:22

YABU to think you'll get a replacement part this late on. They don't just keep spares around for people who don't bother to check their purchase until months later.

Either look for a replacement part online (ebay, marketplace etc) or accept your mistake and replace the entire item.

ihaveallergies · 09/03/2021 16:22

Tbh it’s hard to confirm whether you’re correct or whether you’re mistaken based on the information you have provided. Can you link to the item or post a photo of the instruction manual?

Original poster

aldiannoyance · 09/03/2021 16:24

I cant find a replacement item on line given I don't know what it looks like or what size it should be. I think it is probably some kind of bolt/ fastener but as stated there's no drawing or picture of it, and nothing of it's dimensions in the instructions.

OP posts:

dementedpixie · 09/03/2021 16:25

We want to see/know what the whole product is not just the missing part.

sunflowersandbuttercups · 09/03/2021 16:45

I don't want a refund. I simply want the missing part that should have been supplied. It's not sold currently by Aldi but something almost identical is on the supplier website.

But if ALDI no longer stock the item, they're not going to be able to replace the part for you.

Honestly, your expectations here are hugely unrealistic.

Original poster

aldiannoyance · 09/03/2021 16:54

Hence why I contacted the supplier/manufacturer as well as Aldi, but they haven't replied at all.

It's not a part that can be replaced with a simple screw or bolt, I have tried that unsuccessfully.

OP posts:

Original poster

aldiannoyance · 09/03/2021 16:55

To add, I have also tried to find a replacement part searching by description on ebay, Amazon etc but been unsuccessful.

OP posts:

FrankieFalcone · 09/03/2021 16:56

Just ring them! There must be somewhere in your area with a better phone signal!

melj1213 · 09/03/2021 16:57

@aldiannoyance

Hence why I contacted the supplier/manufacturer as well as Aldi, but they haven't replied at all.

It's not a part that can be replaced with a simple screw or bolt, I have tried that unsuccessfully.

So now that you have the customer service number, why not try calling them to get the issue resolved?

FrankieFalcone · 09/03/2021 16:58

Where are the manufacturer based? Are they on Twitter?

sunflowersandbuttercups · 09/03/2021 16:58

@aldiannoyance

Hence why I contacted the supplier/manufacturer as well as Aldi, but they haven't replied at all.

It's not a part that can be replaced with a simple screw or bolt, I have tried that unsuccessfully.

But your contract isn't with the manufacturer, it's with ALDI, so they're not going to help you.

Unfortunately you left the item in a box for a year, so you're no longer entitled to a refund. I appreciate you're annoyed, but I really don't think you're going to gain anything from this.

ALDI have no idea that the item was broken or had a part missing when you bought it, and you have no proof of it.

TheSpottedZebra · 09/03/2021 16:59

[quote underneaththeash]@bruffing - you need to scroll down your link to see what happens after 30 days. If the item is unfit for purpose, then legally they have to fix it.

OP - It is Aldi though - what do you expect?[/quote]
I find Aldi AMAZING for customer service. Their 3 year warranty on electrical items is excellent, and they honour it in my experience.

My lawnmower broke in the summer- I wanted another but it wasn't on the website. They had another couriered to me, it arrived the next day!

Original poster

aldiannoyance · 09/03/2021 17:05

This is an electrical item. Thus far my experience has not been amazing.

I've tried calling Aldi in between Teams calls but not been able to get through as yet/cut off whilst waiting to speak to someone.

OP posts:

lanthanum · 09/03/2021 17:15

It sounds like you've left it too long to have legal recourse, so you're appealing to them to help you out of goodwill. Thinking practically, if Aldi no longer even stock it, they're not going to be able to help very easily, so you might do better to keep trying the manufacturer, asking them very nicely whether they could supply a replacement part or perhaps tell you the name of the part and send you a photo, so that you can try and source one yourself.

If they have a social media presence, try asking via that - then if they respond positively that will show up publicly and do their image some good.

Failing that, look out for a "repair cafe" (when normal life begins to resume) and see if anyone there can work out what you need.

dementedpixie · 09/03/2021 17:25

Why so secretive about what the item is?

DDiva · 09/03/2021 18:17

I doubt Aldi can provide the replace the missing part. Personally I would be chasing up the manufacturer.

TheSpottedZebra · 09/03/2021 18:52

@aldiannoyance

This is an electrical item. Thus far my experience has not been amazing.

I've tried calling Aldi in between Teams calls but not been able to get through as yet/cut off whilst waiting to speak to someone.

Have you tried calling the manufacturer again? Per Aldi website:

As such, if your Product has a warranty, falls outside ALDI’s 60 day return period, and is faulty, then the fastest way to rectify the problem is to contact the manufacturer’s helpline for assistance and an experienced operator will take you through your options.

There is an information plate on the back of lots of our products that gives you all the details you need to get in touch with the manufacturer.

TheSpottedZebra · 09/03/2021 18:55

Or just return it to store?

Original poster

aldiannoyance · 09/03/2021 18:59

Theres no number for the manufacturer/ supplier on any of the documents I have, their website only has an office hour general enquiry number, no manufacturers helpline so not sure what Aldi are referring to in that quote.

OP posts:

zombieaccount · 09/03/2021 19:08

@aldiannoyance post a picture of the item. Someone may have one and can send you a photo of the missing part.

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