Customer service and transparency
We offer our customers extensive information in order to enable them to make informed purchasing decisions, and we are available to answer questions and respond to suggestions via multiple contact channels. If our customers find that they are not satisfied with one of our products, they can return the product to us.
ALDI SOUTH communicates on all channels
Our customers access information on our offers via many different channels, such as advertisements in newspapers, weekly leaflets, customer magazines, the internet, and TV commercials. Customer contact in our stores is of paramount importance to us. Our store employees are our most important brand ambassadors. In some countries we have established information and communication channels on social media networks such as Facebook, Twitter, Pinterest, YouTube, and Instagram.
Customer service centres expanded
We are increasingly relying on customer service centres to open up more communication possibilities, improve our availability, and to make life easier for our customers. ALDI in Australia opened its first customer service centre in 2011, and this service centre has been available nationwide since 2012. In 2013, ALDI UK and Ireland established a customer service department for questions, enquiries as to availability, and other comments for all its stores. In future, central customer service centres will be available in most of the ALDI SOUTH Group countries to provide an additional contact option.
Fair rules for returning products
We pursue a customer-oriented policy when it comes to product complaints. In general, our fair policy allows all food products, and – depending on the country – even non-food products to be returned in our stores with ease. The customer then receives a full refund for the returned item. In addition, the majority of non-food products are also covered by warranties.
Double guarantee in the USA
In the USA, if for any reason a customer is not 100% satisfied with a product, ALDI will replace the product and refund their money. The Double Guarantee does not apply to non-food special buy items, alcohol, national brands, or non-quality-related issues.
Transparent information on product origins
Our customers are increasingly interested in the origins of products. Some national organisations have set up online platforms where customers can find information on our products’ origins. For example, in the countries in which Hofer S/E operates, we provide a variety of information on products’ origins for fresh meat, fish, fruit, and wine.
Product labelling offers additional guidance to our customers. (Facilitating responsible shopping) We are also transparent with regard to the ingredients of food items.