Lidl GB - GB1735 Reviews 4

Went into the Lidl’s the rock Telford with my two lads and grandson , was served by a lovely kid named Kyle , his customer service is outstanding,

Newport Telford lidl self service !
Went to lidl today and went to try and go through the self service till. One item scanned 3 times so waited for help and a young man came tapped the key pad walked away without sorting it we said what do we do he snapped wait for a manager. My husband said rough night and he replied yes walked off my husband said about his attitude were he shouted back what do you expect then the manager came and started sorting the issue and the staff member was still aggressive and I said to the manager that the man was unhelpful and aggressive the man then said get out of his store leave the premises. We told the manager that we will leave the shopping and the man was still shouting at us and we tried to leave the shop and he shouted I supposed you need my help to get out. The manager came with us and asked what we wanted to happen my husband said he needs to be taken off the shop floor that to shout at customers that hadn't done anything wrong shouldn't be treated like this. By this time I'm in tears as I suffer with ptsd and anxiety. She went back and sorted our shopping and my husband paid for it and told us she was in agreement with us and to come back the nest day to see someone to make a formal complaint. This was disgusting and down right wrong . My husband goes in most night to shop and we spend a vast amount of money in this store. The gentleman in question was only floor staff and only been with them one or two years but not a store manager .
This is the reply I received
Hi Natalie

Our Ref: 125930942
Re: Lidl Store: Audley Avenue Newport

I have reviewed your case with the Area Manager of the store and can confirm you and your partner are not barred and are welcome to shop in store.

I understand you have already spoken direct with the Store Manager.

I’m so very sorry for this misunderstanding and understand this may have been distressing for you. We want our customers to have positive interactions with our colleagues and are disappointed that we’ve missed the mark on this occasion.

We hold our colleagues to the highest standards when it comes to providing exceptional customer care, and they undergo regular training to ensure they meet these expectations. We understand how serious this is and you’ve done the right thing contacting us about it. We have used the situation to learn and make any necessary improvements to the training of the staff involved to stop this happening again in the future.

We hope you’ll continue to be part of the Lidl family.

We’d love to hear your thoughts about the service you’ve received today. To take part in our survey please click here and help shape your experience as a customer.
Take care,
On Behalf Of
Customer Care

I purchased £120 worth of shopping on Sat 1/8/25 from Lidl Newport. Part of it was a box of Apple Pies.
Same evening my wife and I opened the box and I eat half of one before I noticed that they were all covered in thick green mould. Checking the box I found they were a week out of date.
It made me feel sick as you can imagine.
Today Sunday 2/8/25 I returned to store and asked to see a manager.Eventually a woman came out and approached me. I explained what the issue was and even tried to show her out of view of other customers but she was not bothered at all.
She said do you want another box or a refund. I said refund please. She said take it to the till and then walked off.
I have never encountered a person so ignorant . No apology nothing. She was not concerned or even asked if we had eaten any or felt sick.
She is certainly not worthy of the position of manager let alone any role in store and needs re training.
The rest of the staff were very good.
I hope Lidl pick this up and also Newport and Wrekin Council.

Please avoid using the store in Newport Shropshire. Very angry so called manager called me pathetic for complaining I had been charged twice for an item, and having her come all the way to a till to do a refund. I told her to refund all my shopping, she threw the receipt at me! My goods are in a little pile on the till!

UPDATE I've spoken to Customer services who refunded me, and assured me the person involved will be dealt with!