I bought an artificial Christmas tree from Aldi’s website for £44.99 which was described as being supplied in a box with a handle and having hinged branches. When I started setting it up, I realised the branches on the top third of the tree were not hinged, and it was in a box with no handle.
I called customer services as the tree was not as described and was told the only option was to return it. I was advised that a collection was only possible Monday to Friday between 7am and 7pm, meaning I would have to take a day off work (not ideal at this time of the year).
I raised a fuss with customer services and it said I could take it to a store (very difficult if you don’t drive and the nearest Aldi is miles away), negating the point of having something delivered!
The website advertises how Aldi can deliver large items if they are difficult to transport. But it does not give any information on returning them (it only directs you to call customer service).
Aldi has refused to collect the tree on a weekend, so I am stuck. All I have asked for is that collection is arranged for the weekend and for a time window of fewer than 12 hours, or a part refund given. It seems the policy has been deliberately set to make it as hard as possible to return a defective large item! MS, Chepstow, Monmouthshire
You are right – the convenience of online shopping is negated by restrictive delivery policies like this and you should not have been burdened with this hassle.
We contacted Aldi and it says: “We’re sorry MS was unhappy with his product. We have offered a full refund to apologise for the inconvenience caused.
“We have also provided options for the return if his home address is not convenient, including for this item to be collected from a neighbour, picked up from a work address or returned in store.”
We suggest it gives clearer advice on returning large items on its website.
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