Lidl Quibble! -Time to move on?

I like to think that as far as consumer goods -especially everyday indispensables are concerned, I don't do "shoddy". I do value -and up to now that's put Lidl stores near the top-of-the stack. Sadly, no more.

Last year, I bought a pair of Lidl brand trainers; a type of footwear I wouldn't normally favour but I needed to be silently shod whilst moving around a staged setting and in full view and earshot of the audience, whilst I filmed an important bit of Flintshire ceremonial. The Lidl trainers on offer that week at their Queensferry store appeared well-made, good value at less than twenty quid -and, most important, black in colour. Just the job.

The filming, went well. The choice of silent and inconspicuous footwear ensured that my paddings  around Flintshire's Great and Good did not audibly detract from the historically significant proceedings.

Lidl trainers had done the day and the occasion proud -with the prospect that they would serve for many more -or so I thought!
I wore the shoes about six times more; mainly round the house. They were comfortable and functional -though I had to agree with The Bride when she suggested that their svelte, contemporary form hardly complimented my dotage or professed gravitas. Then it was pointed out that the damn things had started to fall apart. Unity of sole and upper were visibly an issue -and The Bride was threatening to throw them in the bin.

In our modest household the concept of disposable fashion doesn't sit well -quite the reverse. After thirty years my everyday Loakes Oxford brogues still look only just past their prime. Then it dawned. My new-fanged but necessary black pumps had given me very poor service. On my next big-shop to Lidl, I took them with me and asked the staff what I should do to seek remedy. I was confidently informed, that in the absence of dated proof of purchase, an immediate refund or exchange was out of the question and I was referred to the Lidl website. There I was able to leave comment on my concern for the premature demise of the shoes.

Within 24 hours I received a most encouraging phone call from Pam at Lidl customer service. She sounded business-like and attentive. Pam quickly established the facts of the situation and went on to tell me that I could soon expect a letter authorising the store to refund/replace. That letter never materialised. What I did receive from Lidl's Kirsty Kilfeather was, what I suspect was, a standard letter in which the usual corporate platitudes about customer satisfaction and feedback were trotted out -but which ended with a blunt assertion that the product was out of warranty and therefore not eligible for refund. The fundamental issue of MY expectation of product quality and durability in this instance had been ignored. All was not well!

This leaves me a very disappointed bunny. Lidl had reneged on their original promise of remedy. I remain the owner of a Lidl-brand item that failed to deliver a reasonable product life. When put to the test -Lidl had quibbled! I believe that the product I bought must have been poorly constructed. Any shoes -of whatever brand- that could barely survive a dozen outings must surely be, "not fit for purpose"?

For years, and after many happy past experiences, I have advocated Lidl stores for their quirky but (up to now) exceptional consumer value. This recent experience has taught me a lesson; On this occasion, I probably didn't even get the value that I paid for. They won't get the chance sell me any cheapskate footwear again!

What for the future? Is the Lidl heyday over? Not just me, but shrewd consumers generally are reacting to -and reporting- drooping standards and corporate indifference. These days, our household finds Lidl increasingly less attractive. Top-drawer retailers like ASDA & TESCO -as well as a raft of smaller players have caught up with Lidl's, once-unique, concepts of no-frills value -but their staff offer it with a style and zest that was never a part of the Lidl.game-plan. Better still, when it comes to the crunch ASDA & TESCO staff exude enthusiasm at any opportunity to reinforce their company's stated policies for customer satisfaction.

Henceforth, this household will be sticking to Lidl's consistently better regarded, retail mainstream competitors.