Dee D.
Google
If you value your credit rating, think wisely about purchasing items from Lidl
I purchased a toilet seat last year, which on opening months later, noted that a bracket and screws were missing. I contacted Lidl, who provided me with the contact information for a company called Wenko, who posted missing parts.
The parts arrived, and I thought nothing more of the matter. But a few weeks later I received an invoice for import fees from DHL. I had not engaged DHL at any time, so believed that this must be some form of postal scam.
I then received another letter from DHL, this time I was quite concerned, as it mentioned the company Wenko, who had posted the missing items to me. I decided to contact Lidl, who stated that they had never heard of such a demand being made. I did state that I thought it may be a scam, but as Lidl had never encountered this situation before, it was likely a scam. To provide further reassurance, I contacted Wenko, who stated that they post hundreds of packages to the UK....and in this particular instance, the cost of the items....2 screws and a bracket, was negligible, so no import fees could be applied. I then felt more certain, that it was a scam.
Approximately a month later, I received a letter from a debt collection agency, who were instructed by DHL to collect their outstanding debt...the amount requested was much higher than originally requested.
I contacted Lidl again, and explained the situation. I also forwarded copies of all correspondence received from DHL, Wenko and the Debt Collection Agency. Lidl, again stated that they had never encountered this situation before. But as I stated that I didn't want this matter to affect my credit rating... they advised me to pay the debt!
So Lidl was unwilling to provide legitimate advice, which could easily have been obtained from their management and legal team, although the item was purchased directly from their store.
I again contacted Wenko...who are only contactable via email. They appeared unconcerned, reiterating that DHL had made a mistake, and I should contact them.
DHL are very difficult to contact, I sent emails .. along with emails from Lidl and Wenko, to their accounts department. I received an automated response, and waited a week for someone to contact me, to no avail. I then received a second letter from the Debt Collection Agency, threatening me further. The price again had increased.
I called DHL, and after waiting for almost an hour, I was able to speak with an agent. I explained the situation, and was advised that I would be transferred to the accounts department. I spoke with another agent, who asked me to send all emails previously sent again...which I did. I was told someone would contact me within 10 days. No one contacted me.
Two weeks later I contacted DHL, and was again asked to forward all correspondence to them. I was cc into an email, which was sent to the elusive accountants department, who had failed to respond to any of my emails for 3 months.
The email stated that I should be contacted directly with a decision regarding my dispute for payment. Over 6 months has passed, and I have received no further correspondence from DHl... although I have received no further Debt Collection letters.
I contacted Lidl last week, as I believed my complaint was still outstanding. I was advised that my case had been closed....as they had advised me to pay the debt!
Please be wary when purchasing items.... especially high value items from Lidl. As you may be liable for unexpected import fees, and Lidl will do absolutely nothing to assist you. They didn't offer any form of support... whether it be from their Legal / Management Team. They didn't offer to pay for the import fees, or Debt Collection Agency fees. They simply closed my case, without informing me of this decision.
Take note, as this could happen to anyone who purchases items, which arrive with missing parts. Lidl will do nothing to assist you, except provide the contact details of the company who produce the product.
