Hi Oracles,
I’m just looking for some advice as well as comparing notes with others who have been in my situation.
I purchased 2 Ambinao Dual Basket Air Fryers on 6/11/22 from their website. One of the Air fryers is working perfectly fine and I have had no issues with it; I am very happy with one of the products. The second air fryer has prematurely developed a fault and the first Basket has stopped cooking food properly.
I telephoned Aldi on the morning of 18/10/23 to advise them of the faulty item and requested that they either have the item repaired, replaced or refunded. I was informed that this is not ALDI’s problem to resolve, and that I needed to take the matter up with the manufacturer. I explained that under the Consumer Rights Act 2015, my contract is with ALDI and not the manufacturer and that ALDI have a responsibility to resolve the matter.
I have since logged a complaint with Aldi to which they have responded and told me to go to the manufacturer for a faulty good.
Am I right in thinking that they are in breach of the Consumer rights act here?
What would you suggest I could do to make them adhere to their legal obligation.
I am genuinely shocked with Aldi’s response. This is the first time I have dealt with their customer services or returned one of their items and I foolishly expected it to be straightforward like with Tesco etc Has anyone else had a poor experience with Aldi?
Thank you in advance
I’m just looking for some advice as well as comparing notes with others who have been in my situation.
I purchased 2 Ambinao Dual Basket Air Fryers on 6/11/22 from their website. One of the Air fryers is working perfectly fine and I have had no issues with it; I am very happy with one of the products. The second air fryer has prematurely developed a fault and the first Basket has stopped cooking food properly.
I telephoned Aldi on the morning of 18/10/23 to advise them of the faulty item and requested that they either have the item repaired, replaced or refunded. I was informed that this is not ALDI’s problem to resolve, and that I needed to take the matter up with the manufacturer. I explained that under the Consumer Rights Act 2015, my contract is with ALDI and not the manufacturer and that ALDI have a responsibility to resolve the matter.
I have since logged a complaint with Aldi to which they have responded and told me to go to the manufacturer for a faulty good.
Am I right in thinking that they are in breach of the Consumer rights act here?
What would you suggest I could do to make them adhere to their legal obligation.
I am genuinely shocked with Aldi’s response. This is the first time I have dealt with their customer services or returned one of their items and I foolishly expected it to be straightforward like with Tesco etc Has anyone else had a poor experience with Aldi?
Thank you in advance
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sorted byconsumerrightsexpert.co.uk/shop-manufacturer-responsible-for-faulty-goods.html
which.co.uk/consumer-rights/advice/what-are-my-statutory-rights-and-when-do-they-apply-acif94x8QOoH
You will find email/letter templates which you can fill with all your details then send to Aldi UK head office. Send letter "signed for" give them a date to respond by, usually 14 days and then see what they respond with. (edited)
If Aldi had said you rang the wrong number could you please ring this number? and gave you the number for Ambiano, didnt explain you rang the manufacturer and they resolved it quickly what would be the difference to what you're trying to resolve? They're actually offering you probably the easiest option as it's more than 6 months from purchase. Which is important in CRA 2015 so I'm guessing you are throwing titles around without any understanding.
You want a resolution, they're giving you a contact to resolve it. I can get why it upset if you feel they're fobbing you off but they haven't they obviously have a system in place.
Maybe use the process and if it doesn't work then get irate and start throwing LBAs around but it seems the long most stressful way around getting something resolved rather than just trying what they're offering.
What information was on how to claim on the warranty was on the Web page you purchased from and what information was on the packaging? are they deviating from the information you had before purchasing?
You rang a number, they're simply asking you to ring a different number is it really worth getting worked up about?
Just to clarify too you are confusing a few things. They are asking you to contact the manufacturer for a warranty claim. If you don't want to make a warranty claim you are claiming under consumer rights. If you're claiming under consumer rights act, due to the length of time you have had the product (Over 6 months) the burden of proof on the fault is now for you to prove any inherent and you may require an independent report showing the fault and what has caused it.
So do you want to contact the company as requested and make a warranty claim or use CRA 2015 and spend even more time on this? (edited)
With regards to calling Ambiano, I asked Aldi multiple times if Ambiano were an extension of them or they were completely separate and the call taker said that they were a separate entity with nothing to do with Aldi. They also said that I would need proof of purchase go go through the warranty company and they could email this across to me if I didn’t have it. It did all sound very separate,
The call taker very much made it sound like it was a manufacturer warranty issue that Aldi wanted nothing to do with. I did actually try and call Ambiano, but it was an automated message as they were too busy to take calls.
From reading your comments, it seems there may have been a miscommunication between myself and Aldi if Ambiano are a further extension of them. I might call back tomorrow and query this
According to their FAQ, the warranty provider (in which case the manufacturer) can offer potentially a refund, replacement or repair.
cdn.aldi-digital.co.uk/W4v…pdf
Not every supermarket will have the same process but your rights will still be the same.
generically, consider what is being suggested by the retailer, that is:
warranty service likely involving repair or replacement.
The retailer is effectively discharging its statutory CRA obligations via the manufacturer,
but the concept should ideally be presented in such a way that the consumer is not confused.
Nothing of any rational immediate benefit,
unless you feel that you must ignore the manu warranty option and attempt to coerce the retailer to directly manage a CRA claim by dumping the defective rubbish on the retailer's counter together with some dreary ramble about CRA Section 19/20 blahness,
which would invariably be met by the retailer requesting the consumer provides a report IAW CRA more-blahness,
all of which would be deeply drearily dull and equally invariably involve a slower resolution option than compared to the consumer directly approaching the manufacturer for warranty service.
The rational option for consumers that value their sanity/time when a credible manu warranty service is available is likely:
consider invoking warranty service and hold CRA dullness in reserve if the warranty service is as rubbish as the product.
The final reason for Aldi not being
would be Aldi's stated final recourse of:
The likely rational time to consider CRA action would be after the combination of
no warranty resolution
and
no Aldi refund.
I don't want any hassle either. I don't want a new one, I'm happy with the simple refund. If they still have the item, I can buy again and have a new receipt/3 year warranty
It's one of the reasons I like their electrical products.
OP, what outcome did you want? (edited)
Just walk into store with product and receipt (or card statement) and ask for a refund under their legal terms in above link..
Under that it gives the waffle about extended warranty and how you can go to manufacturer but that isn't in addition to your legal rights, it doesn't supercede them..
Did you ring the warranty helpline number?
Try emailing "info@gst-inter.com" (edited)
has there been a positive outcome?