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To be a little disappointed with Ocado’s response

(115 Posts)
Ocado100 Thu 10-Oct-19 06:37:22

I love a particular brand of kimchi Ocado stocks. It’s £5.45 for a small jar, so a real treat. So I ordered 5 jars. They arrive, ocado man leaves, I open bag in kitchen and all jars have lids loose and kimchi oozing. As I pick up one, a hairline fracture in the glass causes the jar to sort of break apart in my hand and kimchi falls on my new (7 week old) carpet.
For anyone who doesn’t know kimchi, it’s potent red. I cleaned it immediately but outline remains (sounds daft but the new carpet was a really big deal for me and it’s killing me when I see the stain!!). All had to be binned obviously.

I ring Ocado, they say they will refund the order, give me £10 voucher and they will refer the carpet damage (I sent pics) to management.
I made a new order using the £10 voucher for the next day. It arrives and when it arrives the Ocado delivery man explains all lids are off and no point me accepting the delivery (pic attached). Pricing unquestionably that fault with product.

So all sent back and refunded.

Ocado asked for a carpet clean quote. I had a guy around and he’s quoted £100 for carpet clean - it’s a large room and leads on to hallway with no break, with stain treatment.

Ocado have come back and offered £100 in vouchers. I asked for cash instead but they have said no.

I’m a little disappointed. I don’t want to shop at Ocado again! It’s only for my kimchi treat every now and then - and really, I’ll just source them elsewhere. So now I have £100 in vouchers but the carpet clean man isn’t going to accept vouchers in payment! So I will be out of pocket.

What do you think? Suck it up and I’m being unreasonable. Or pursue? I’m not at all grabby. It just seems a little unfair but willing to be told I’m Being Unreasonable!

Hesafriendfromwork Thu 10-Oct-19 06:41:00

To be honest, you saw it was oozing and got out a potent product stood on your new carpet?

Vouchers does seem a bit shit. But I also think £100 to clean a small patch of carpet is a bit extortionate.

Parkandride Thu 10-Oct-19 06:41:46

Can the carpet cleaner just treat that spot? Or hire a rug master machine from the supermarket yourself to keep cost down.

You might get more if you push it, supermarkets get hundreds of complaints a day asking for dental bills and dry cleaning, no wonder they're not forking out straight away every time

MustardScreams Thu 10-Oct-19 06:44:24

Dr Beckmann carpet cleaner - the on with the brush - got out potent curry paste (loads of turmeric) from my carpet. It’s worth a shot.

Tbh they don’t have that much responsibility to clean your carpets, so I think it’s quite generous of them. Couldn’t you put the £100 towards some delicious Christmas treats?

Sirzy Thu 10-Oct-19 06:47:11

Carpet in a kitchen is never going to stay clean surely? If you new it was oozing then lifting the bag to next to the sink before taking out would have made more sense surely?

Can you not use the £100 voucher to do a normal shop and then use that money for the carpet cleaning? Or just hire a rug doctor?

Dongdingdong Thu 10-Oct-19 06:48:17

Why don’t you want vouchers? You can just put them towards your next Ocado shops and save the £100 cash you would’ve spent for the carpet, so I don’t see what the issue is. Personally I think it’s quite a reasonable response from Ocado!

Ocado100 Thu 10-Oct-19 06:49:14

Ah ok - IABU

Carpet man (I have had before, nice guy, did a good job) said that a stain treatment will simply highlight that particular area and needs to be followed with a carpet clean to even put. Plus to come out just for the stain treatment is £75 (makes sense, sort of a call out charge I suppose) . I trust him - the man is very busy (couldn’t fit me in anyway until first week of November).

Can’t do it it myself unfortunately. Disability means I won’t be able to handle a heavy carpet cleaner.

Thanks for thoughts. I’ll leave it then

TheOnlyLivingBoyInNewCross Thu 10-Oct-19 06:50:17

You have carpet in your kitchen??

<completely misses point of thread>

Oysterbabe Thu 10-Oct-19 06:54:02

Kitchen carpet is bonkers.

adaline Thu 10-Oct-19 06:55:24

Why on earth would you put carpet in a kitchen?!

Ocado100 Thu 10-Oct-19 06:58:00

I don’t have carpet in my kitchen.
There’s a step down in to dining room, which is carpeted. Kitchen is tiled

Yoohoo16 Thu 10-Oct-19 06:59:37

I’d be totally annoyed if that had happened to my new carpet and get how you feel.
But why do you have carpet in your kitchen?

Yoohoo16 Thu 10-Oct-19 06:59:53

Oh cross post!

PillarOfSalt Thu 10-Oct-19 07:00:14

I have never heard of anyone actively choosing to put carpet in their kitchen. That’s completely insane. I think it’s pretty generous of them to give you a voucher at all, let alone £100.

B00kworm86 Thu 10-Oct-19 07:01:02

To be honest, it does seem a bit harsh. I'm a customer service manager for quite a large company, and if you were to come to me with a complaint such as this, I would have asked you to pay for the carpet clean, provide receipts and arrange for a BACS or cheque to cover the amount you were out of pocket, I would also have probably sent you the vouchers too, as a gesture of goodwill! Maybe I'm just soft, I don't know!

CodenameVillanelle Thu 10-Oct-19 07:02:36

Take the voucher and do your normal food shop at Ocado until it's spent. Stock up on basics if you wouldn't normally spend £100 in one go.
I think Ocado have dealt with the problem perfectly well.

AmIThough Thu 10-Oct-19 07:02:51

I think you're lucky that they're paying for the carpet damage. Use the £100 for your next shop then give the carpet man the money you would have spent.

Next time if you see a deep red product leaking, don't open it over your new carpet.

Sirzy Thu 10-Oct-19 07:03:07

You said you opened the bag in the kitchen though so how did it end up in the dining room?

Bluntness100 Thu 10-Oct-19 07:03:11

Won't you use the vouchers though? And you had a ten pound one also, so doesn't that make you coming out on top? You get your carpet cleaned and an extra tenner for your troubles.

Birch67 Thu 10-Oct-19 07:04:07

Local supermarket surely wouldn't be helping at all!

nottodaysatanlucifer Thu 10-Oct-19 07:04:17

Surely you just accept the £100 vouchers and spend it on the shopping... then the money you would have spent on the shopping goes on the carpet cleaning. So technically you've had the £100... or am I being thick? 🥴

FuriousVexation Thu 10-Oct-19 07:04:38

Carpet man (I have had before, nice guy, did a good job) said that a stain treatment will simply highlight that particular area and needs to be followed with a carpet clean to even put.

What on a 7 week old carpet? This doesn't sound right. Did you definitely tell him it's a new carpet since you last used his service?

ILoveWelshCakes123 Thu 10-Oct-19 07:06:29

I used to work for M&S dealing with damage to property complaints. They would ask for the product back and if proved faulty (clearly they are), they would send a national company out to remove the stain.

If it didn't come out, they'd replace your carpet. I'd email the CEO with photos of the damage, or escalate it higher as £100 in vouchers is very poor.

Smashtastick Thu 10-Oct-19 07:07:11

Sell the vouchers for face value?

Ocado100 Thu 10-Oct-19 07:11:55

Oh for goodness sakes.
No I didn’t have the carpet man out in 7 weeks of a new carpet. I didn’t think i needed to clarify every blooming detail!

And the layout of my kitchen is such that the fridge and a counter that sort of protrudes out where I put shopping to go in fridge is immediately adjacent to step down. I sent Ocado pics of the kimchi on the floor and the damage.

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