A woman has been told by supermarket giants Aldi that she can only get a refund by returning a parcel – despite not receiving the product.
Shelley-Marie Forbes, a key worker from Thornton-Cleveleys, bought Fortnite bedding for her stepson as a gift from the supermarket’s website on Sunday, January 2.
The bedding was supposed to be delivered via Aldi’s delivery partner, Hermes, a courier that has been under fire in recent weeks for missing Christmas delivery deadlines.
However, Mrs Forbes says she is still waiting for the arrival of the blue Fortnite double duvet, which costs £14.99 and still available to orer on Aldi’s website.
“I rang and spoke to three different people from Aldi’s customer service team to be told to wait and if I want a refund then I should return it, but how can you return something that you have never received?” She said.
“I want families to be aware – Aldi claims to be a family-friendly team who are always there to help, but this isn’t always true. I was made to feel as though I was wasting their time and that it was delayed due to the pandemic, it’s disgraceful.
“I work as a front-line worker supporting adults with learning disabilities so they are preaching to the wrong person. Aldi have made it extremely difficult for me and I found them uncaring.”
Last year, Hermes were ranked the worst parcel delivery company by customers, according to Citizens Advice.
Shelley said: “I never received the order from their chosen courier. All I have received is constant conflicting messages, either saying it’s out for delivery or it has been delayed.
“I just think it’s important because there are struggling families out there who rely on these services.
“I’m lucky because it’s not something I am in desperate need of and I can use modern technology to chase these people but I just wonder how other vulnerable adults would have managed.”
Aldi and Hermes have both said they are investigating the matter.
A spokesperson for Hermes said: “We are currently looking into the delayed delivery of Mrs Forbes’ parcel and have contacted her to apologise. Customers experiencing delivery issues should always contact the retailer in the first instance and the retailer will then contact us if required.”
An Aldi spokesperson said: “We are committed to providing a reliable and efficient delivery service for all our customers. We apologise to Ms Forbes for her experience and are working closely with our delivery partner to resolve the issue.”
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