I've been using my local East Brighton Lidl for nearly ten years, but since their latest renovation, the service had deteriorated to worse than a gulag. Last Saturday, in preparation for our Pride BBQ this weekend, I decided to do a larger than normal shop at my local Lidl. I had two basket full and a 4 pack of 1 litre iron brew and a sack of potatoes, so both my hands were full when I got to checkout.
No checkout counters were open! I approached a member of staff who told me to use the self scanning counter, saying they're forcing customers to use the self scanning counter because no one wants to use them! I tried to reason with him saying its not easy to try and scan and pack all the stuff I've got, but he insisted that they will only open a checkout counter if I had a trolley.
Having no choice, I tried to use the self scanning service, but as space is limited both on the left side where items MUST be placed after being scanned, I had to leave the heavy items (potatoes, iron brew and other meat items etc) on the floor. As scanned items must be placed on the "weigh table" on the left to ensure you're not bypassing scanning, the entire scanning process halts with an automated voice instructing assistance is required. Imagine the amount of times I had to stop and wait for assistance. Furthermore, the growing queue was watching me, not knowing that I was forced onto the self scanning checkout.
To make matters worse, when I next needed assistance, I turned round and the same staff is now manning one of the normal checkouts whilst I am left standing there in the self scanning checkout with food all over the checkout and round the floor!
I complained to the Manageress who blamed the self scanning checkouts bleeped my product through and she went back to filling the shelf, not acknowledging the fact that her store concocted this ridiculous "forced customer checkout scenario" might be the reason? I contacted their customer service centre by telephone who regurgitate their usual corporate apologies i.e. will pass complain over to area manager, will make sure it does not happen again etc and goodbye. I was not asked for my name and details for a feedback etc. The impression I get is nothing is going to be done about my complain, that's why this review.
Throughout my 10 years association with Lidl from the early days when one could count the number of customers in one hand to the present Lidl attempting to morph into one of it's bigger competitors, I had to complain in total three times, and the response was always the same.
Personally, I've always tried to support the underdog, which was why I had been with Lidl since the hay days, however, it seems Lidl doesnt need any of it's loyal customers anymore, so sad, typical pitfall stupidly misjudged by so many other blinded corporates resting on their pitiful laurels.
Finally, I have decided it's time I go elsewhere to do my weekly shopping. read more