Aldi, consistently recognized as the UK’s cheapest supermarket, is facing criticism for its recent decision to discontinue its click and collect service. Effective August 19th, customers will no longer be able to order groceries online and collect them from their car for a £4.99 fee. This move has left many regular customers, particularly those who rely on the service due to disability or sensitivity to in-store shopping, feeling frustrated and disappointed.
In an email to click and collect users, Aldi stated that their focus remains on providing high-quality products at the lowest possible prices. They explained that discontinuing the service is a measure to enhance operational efficiency and maintain their competitive pricing strategy. However, many customers see the service as a crucial accessibility feature and are concerned about the impact of its removal.
Social media platforms are abuzz with customer complaints about the abrupt decision. Some users, like @MrsB_UK, highlighted the service’s convenience for managing shopping anxiety. Others, like @Jessica_Knapman, pointed out that it was an essential accessibility tool for those with physical disabilities. @ErinMSCFC1983, a customer who regularly spent £260 on click and collect orders due to her post-surgery limitations, even suggested that Aldi consider increasing the pricing for the service rather than eliminating it altogether.
The sentiment on Facebook mirrors the online outcry, with many users expressing their devastation at losing the service. Some have even declared their intention to switch to other supermarkets that still offer click and collect options.
Despite the backlash, the service was not available at all Aldi stores, only at 177 out of 1,026 branches. This fact may explain why some customers were unaware of its existence in the first place.
Aldi is yet to provide further comment on the decision and its impact on customer satisfaction. This sudden change in service has sparked a debate about the balance between price competitiveness and customer accessibility, a topic likely to continue to be discussed within the retail industry.
