Aldi often attaches warranties to a number of its non-food Special Buy (ALDI Find) products, particularly those that fall under an Aldi house brand like Bauhn or WORKZONE. For the most part, Aldi does not handle warranty claims for its products; instead, that job falls to whoever produced the product. On one hand, that means that the people you contact should know what you’re talking about, but it also means you could get uneven service across various vendors.
So what happened? Pretty simple, actually.
We had set up our 3-month-old tent for a fairly routine early fall camping outing — a dry, mild day — and returned a short time later to find that the fly hoop pole, which pushes the fly up in the front of the tent, had splintered. Fortunately for us, it was not the kind of damage that derailed our weekend, but it was something we knew we’d have to get replaced.
The Adventuridge 9′ x 7′ Dome Tent comes with a 10-year warranty serviced by the tent’s maker, Wenzel. The tent’s manual lists both a phone number and an e-mail, so we decided to start with the e-mail.
We e-mailed Wenzel at approximately 3:33 p.m. on a Monday afternoon and included our situation as well as the tent model number and the specific part number:
In June 2017 I purchased the 9’ x 7’ Adventuridge Dome Tent (model 93450416) from Aldi. This past weekend I was camping when, after setup, the fly hoop pole splintered (according to the manual, it’s part 93450415R).
I was e-mailing to see what I could do.
We received a reply from Wenzel at approximately 3:34 p.m. — as in one minute later — on that same Monday afternoon, which included a basic form for us to fill out. We e-mailed that back at at 3:38 p.m., and at 3:40 p.m. we received confirmation that the part would ship in 5-7 business days.
Instead, it shipped the next day and arrived on Friday. In case it’s not apparent, our experience with Wenzel’s warranty process was, well, fast.
A Few Tips:
If you have a problem with an Aldi product, keep some things in mind:
- If the product is relatively new, you can return it to the store for a full refund. One of the things we like the most about Aldi is its relatively robust product guarantees. Most of its house brand foods, for example, have a Double Guarantee, where the grocer will replace the product and refund the cost. Even things that aren’t covered under that Guarantee, such as non-food Special Buys (ALDI Finds), can be returned relatively easily; we’ve returned products to Aldi before and have had good experiences. In some cases, a return may be the option for you.
- Hold on to your manual and receipt for warranty items. Some vendors may require a copy of the receipt, and the manual will let you know who to contact. If you don’t already have one, dedicate a drawer or box to holding manuals, and staple or paper clip the receipt to each manual, so you can quickly and easily find them when or if you need them.
- We like trying the e-mail address first. It’s possible a company may outsource its product support to a non-English speaking country, so you may find a little more success explaining your situation via e-mail. Try to be reasonably specific and to the point, including any relevant part numbers and model numbers.
- If you don’t hear back in a reasonable time frame, consider a phone call. Make sure you have the same information on hand you would have for an e-mail, especially if you are instructed to leave a message.
- Rinse and repeat if necessary. If you still don’t hear back, consider e-mailing or calling a second time.
- If all else fails, contact Aldi. Aldi does have a contact page, and while they may end up telling you to contact the manufacturer, it still doesn’t hurt to put your concerns in Aldi’s ear. Carefully explain your situation and everything else you’ve done up to that point. If the product is really expensive or you’re mad enough, there’s no substitute for typing or writing an actual letter.
Have you had an experience with warranties for an Aldi product? Let us know in the comments.