Had an issue with Aldi? Get a real response.
How to submit a complaint with Aldi
Aldi Australia offers several straightforward ways to submit a complaint and quickly receive assistance. Here’s how to choose the best channel for your situation:
Online Form (Recommended):
- Visit the Aldi Help Centre.
- Select the correct complaint form (e.g., "In-Store Complaint" or "Online/Product Complaint").
- Provide clear details, such as the product name, store location, date, and specifics of the issue. Include photos or receipts as supporting evidence.
- Aldi typically responds promptly, sometimes within minutes.
Phone:
- Call Aldi's automated service line: 13 25 34.
- Expect automated messages guiding you towards online channels.
- Use this if you prefer voice interaction or have an urgent issue.
In-Store:
- Speak directly with a store manager or supervisor.
- Bring your receipt and any relevant products.
- Many issues, like faulty products or incorrect pricing, can often be resolved immediately in-store.
Social Media:
- Reach out via Aldi’s Facebook, Twitter/X, or Instagram.
- The team typically directs you to the online help centre for official complaints.
Note: Aldi Australia does not use email or a dedicated complaint app for grocery issues. Stick to the above methods for faster resolution.
Aldi handles complaints swiftly through a structured and streamlined process:
Acknowledgment & Initial Follow-Up:
- Expect confirmation (usually via email) when your complaint is received.
- Aldi aims for quick replies, often within hours or days.
Internal Investigation:
- Aldi's team will review your issue, possibly involving quality assurance or area/store managers.
- Expect follow-up queries if more details are needed.
Communication & Resolution:
- Aldi primarily contacts you via phone or email (provided in your complaint form).
- Simple complaints like refunds are usually resolved immediately.
- Complex issues, such as food safety concerns, might take slightly longer (up to a few weeks).
Typical Outcomes:
- Product Issues: Refunds or replacements under Aldi’s "Twice as Nice" guarantee.
- Service Issues: Apologies and assurances of staff retraining.
- Billing Errors: Immediate refunds, often resolved at the store level.
Aldi prioritises efficient, straightforward resolutions, ensuring customer satisfaction while maintaining a low-cost service model.
Common complaints against Aldi
Customers frequently raise these common issues:
- Product Quality Concerns: Spoiled produce, items with defects, or occasional foreign objects in packaged foods.
- Stock Availability & Special Buys: Popular items quickly selling out, causing frustration.
- Pricing & Billing Errors: Items incorrectly priced at checkout or double charges.
- Customer Service & Staff Attitude: Reports of rushed or seemingly rude interactions, partly due to Aldi’s efficient checkout process.
- Store Experience: Long checkout queues, narrow aisles, occasional cleanliness issues, and confusion around self-checkouts.
- Online & App Issues: Minimal, mainly related to partner services or special online offers.
Despite these issues, Aldi's proactive resolution approach often mitigates customer dissatisfaction swiftly.
Complaints submitted through Ajust
I was really disappointed when my Aldi order never arrived. I’d been excited to use the outdoor heater for a gathering, but the lack of updates left me completely in the dark. It felt like no one was taking ownership, and now I’m stuck chasing answers for something I paid for weeks ago. - Peter
At Aldi Canberra Centre, I followed the customer care team's guidance on their bag check policy - but the store manager completely dismissed it. I was treated rudely and even threatened with a ban, despite having written confirmation. It was upsetting to be blamed for their own internal miscommunication. - Nithesh
During my last Aldi visit, I was shocked to see raw meat sitting on the floor. It made me question whether food safety was a priority at all. I’ve always trusted Aldi, but now I hesitate to shop there knowing hygiene like this could go unnoticed. - Isabel
I went to buy a Special Buy that was listed online, but after visiting three stores and getting nowhere, I gave up. Staff didn’t have any answers and the product checker wasn’t reliable either. I wasted time and petrol chasing something that was never really in stock. - Jan
How other consumers Aldi complaints got resolved
Unhelpful Staff at Store
Issue: An Aldi Gilles Plains employee refused assistance, causing customer frustration.
Resolution: Aldi apologised, ensured internal staff retraining, and offered a $20 goodwill voucher.
Product Safety Concern (Glass in Food)
Issue: A customer discovered glass in an Aldi panna cotta dessert.
Resolution: Aldi immediately launched an investigation, recalled the batch, refunded the customer, and issued a $50 gift card.
Complaint 3: Overcharged at Checkout
Issue: Customer charged twice for a kitchen appliance, paying $50 extra.
Resolution: Immediate in-store refund processed; Aldi also confirmed via email and assured alternate resolution if necessary.
If Aldi’s initial response doesn’t satisfy you, escalate your complaint as follows:
- Request Internal Escalation: Politely ask your Aldi representative to escalate to senior management.
- Social Media Escalation: Contact Aldi Australia through their social media accounts, clearly stating your unresolved issue.
- In-Store Escalation: Speak to the store manager or ask to contact an Area Manager if your issue is store-specific and unresolved.
If Aldi’s internal escalation doesn’t resolve your issue, consider external pathways detailed below.
If internal Aldi resolution fails, here’s how you escalate externally:
- State Fair Trading (e.g., NSW Fair Trading, Consumer Affairs Victoria): For unresolved disputes involving refunds, faulty goods, or poor service.
- ACCC (Australian Competition & Consumer Commission): Report systemic or safety issues. ACCC doesn’t resolve individual cases directly but monitors patterns of complaints.
- Small Claims Tribunal (NCAT, VCAT, etc.): A final option if mediation fails and significant monetary loss occurs.
- Health & Safety Regulators: Report food/product safety concerns to Food Standards Australia or ACCC’s Product Safety branch.
Important: Always keep documentation (emails, case numbers, and communications) to aid any external complaint resolution.
Use these official resources to ensure your Aldi complaint is resolved swiftly:
- Online Form (Recommended): Aldi Customer Support – Contact Form (Help Centre)
- Phone: Aldi Australia Customer Service – 13 25 34
- Returns & Refunds Policy: Aldi Returns Policy
- Privacy & Complaint Handling: Aldi Privacy Policy
- State Regulator (Example): NSW Fair Trading – Lodge a Complaint
- ACCC Consumer Issue Form: ACCC Consumer Complaint Form
- Social Media:
Aldi Complaints FAQs
What’s the best way to submit a complaint to Aldi Australia?
The fastest and most effective way is via Aldi’s online Help Centre form, where you can select the type of complaint and upload supporting details. You can also speak with a store manager or call 13 25 34. For immediate in-store issues, face-to-face is often best.
What happens after I lodge a complaint with Aldi?
Aldi usually confirms your complaint within hours or days, then investigates internally. Most simple complaints are resolved quickly, with responses via phone or email. Complex issues like food safety may take longer but often result in refunds, apologies, or goodwill gestures.
What are the most common complaints shoppers have about Aldi?
Shoppers often report spoiled products, pricing errors, poor staff interaction, and sold-out special buys. Store conditions like queue length or aisle congestion also get flagged. These complaints are usually resolved quickly due to Aldi’s focus on efficient customer care.
How do I escalate an unresolved complaint with Aldi?
If you’re not satisfied with Aldi’s initial response, request a senior escalation via your current contact or in-store. You can also reach out via social media or take unresolved cases to state Fair Trading, the ACCC, or a small claims tribunal if needed. Always keep records.
You’ve done your part, now it’s time to hold Aldi accountable.
Take the final step and submit a complaint that gets seen and responded to.