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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

Accident in restaurant AIBU

32 replies

MotherOfChickens · 04/09/2014 16:57

Just wondering if anyone can help me with this.
Over 3 weeks ago I visited a chain restaurant to celebrate my nephews birthday. Towards the end of the meal a member of staff spilt an espresso down my bare arm and into my lap. Although my arm was scolded thankfully no lasting damage was done however my dress was badly stained.

The assistant manager was very attentive and filled in the accident form. I was informed that this would be processed and someone would be in touch within a couple of days. A week later and I had still not heard anything and so I called the manager who apologised and said he would chase it up, 3 days later I had still received no call.

I then posted a message on the companies Facebook page as I felt that my previous enquiries were getting nowhere and was told that the customer services team would contact the branch. The restaurant manager did call me back and again said that the relevant department would be contacted.

A few days later I had a call back from the branch manager advising me that my incident had unfortunately been "lost in the system" but that they were now able to process it and offered me a gift card as compensation.
I explained that as my dress was ruined it was actually that which I wanted compensating for and so have been advised to buy a replacement and take the receipt to the restaurant to be reimbursed.

The problem that I have with this is that upon checking online the dress is no longer available from the store where I bought it and in order to buy similar it would entail a shopping trip (at my time and expense) and a trip to the restaurant (again at my time and expense) to be reimbursed. I have also been informed that this would have to be after the 8th of September as the manager is on holiday until this date.

I accept that accidents happen however I believe that I should be reimbursed for the damage done without having to inconvenience myself further. I sent an email to the customer services team 2 days ago outlining this but have yet to hear anything. AIBU in expecting them to reimburse me for my dress without going to the hassle of trying to find a new one?

OP posts:
Original poster
MotherOfChickens · 04/09/2014 16:58

Oh and sorry for the epic post, didn't want to leave any details out!

OP posts:
HeySoulSister · 04/09/2014 16:59

So you want the cash?

ApocalypseNowt · 04/09/2014 17:00

YANBU - they should reimburse you at no inconvenience to yourself. What poor service.....care to out the offenders?

AliceLidl · 04/09/2014 17:01

Can you order the dress on-line?

If so, can you ask them for vouchers for the store which you can use to purchase the dress and have it delivered?

gertiegusset · 04/09/2014 17:02

NU at all.
Nothing wrong with wanting the cash if you can't find the same frock.

SuzySheepSmellsNice · 04/09/2014 17:03

When I named and shamed the company that wronged me (here on MN) their customer services were falling over themselves making things right and reimbursing me... Just saying Wink

mrsminiverscharlady · 04/09/2014 17:03

I think you should be able to show them the price of the comparable dress online (via email) and they send you a cheque. Shouldn't be any need for you to go into the store IMHO

DoJo · 04/09/2014 17:03

Or could a specialist cleaner fix the dress and the restaurant pay for that?

Original poster
MotherOfChickens · 04/09/2014 17:05

The dress isn't available online, it was a maxi dress bought at the beginning of July for my holiday and was the second time that I had worn it. I would be happy with vouchers for the store where I bought it or cash.

OP posts:
zipzap · 04/09/2014 17:08

If you know the dress you want, and you have the code number for it, could you ring around the shops rather than trailing around them in person?

It would be less hassle for you and if they could send it then at least you could get the restaurant to reimburse postage too...

amyhamster · 04/09/2014 17:09

which restaurant is it? you'd be better ff tweeting about it

Johnogroats · 04/09/2014 17:10

If you want the dress replaced (not sure it that is possible) why not research where it is, buy it, have it posted, and claim cost of postage as well as of dress?

Original poster
MotherOfChickens · 04/09/2014 17:12

mrsminiverscharlady That's a good idea, shall see what I can find. Hopefully they'll get back to me soon or I may need to name and shame!

Thanks for your replies

OP posts:
GhoulWithADragonTattoo · 04/09/2014 17:13

They should give you the value of the dress damaged you can then do as you wish with the money. Do you have the receipt?

Sp1rals · 04/09/2014 17:16

So what if she wants the cash? Company destroy property, company pay for property. And they should be chucking in more as a goodwill gesture. You are entitled to this, push for it. Try twitter.

OwlCapone · 04/09/2014 17:20

Is your dress really ruined? Have you taken it to a dry cleaners to see if they can clean it? Then you can send the restaurant the cleaning bill. I would have thought a coffee stain would be removable.

Original poster
MotherOfChickens · 04/09/2014 17:21

I've tried Twitter but not got very far as all they have done is pass the details on the the branch manager who is currently on holiday, I may have to up my game on that front.
Had the dress been available I would have been happy to order a replacement ( although the length of time that this is taking to sort out I'm not sure a maxi dress will be much use!)

OP posts:
HappyAgainOneDay · 04/09/2014 17:21

I shouldn't really bring this up but what did your arm do wrong, OP?

Original poster
MotherOfChickens · 04/09/2014 17:25

Owl Yes it is, it was a full espresso that ran straight into my lap. The dress is cotton and has been washed three times and the stain can still be seen.

OP posts:
Original poster
MotherOfChickens · 04/09/2014 17:28

Happy It was very bad for being in the way Blush Grin

OP posts:
limitedperiodonly · 04/09/2014 17:31

I think they should give you the money for the dress - full price seeing as you only bought it in July.

Do you remember where it came from, and how much it cost? Don't suppose you have the receipt, but you might have a credit card statement. If you still have the dress maybe you can email them pictures of the damage.

A bar once paid for my dry cleaning when a drunken customer vomited over me. That wasn't even their fault. It was bad though - all over my back and hair. Her boyfriend was telling me not to make such a fuss until the barman intervened. When I got home I found dried sick in my ear Envy

Original poster
MotherOfChickens · 04/09/2014 17:42

Limitedperiodonly oh that's awful but very good customer service!
Unfortunately I haven't got the receipt and I bought quite a few things together so my bank statement just shows a lump sum. I sent the head office photos of the damage attached to my email last week.

It isn't a huge amount, just under £40 but I just feel that they think if they drag this out long enough I'll give up and disappear.

OP posts:
OwlCapone · 04/09/2014 17:52

A dry cleaner is not the same as washing it though, which is why I asked if you'd tried taking it to one and asking their advice.

Original poster
MotherOfChickens · 04/09/2014 17:58

No Owl I haven't had chance, unfortunately I live out in the sticks and the one in the nearest town to me closed down last year.

OP posts:
Dolcelatte · 04/09/2014 17:58

Please google Money Claims on Line - sue the restaurant for the cost of the dress and for personal injury; also, they should consider reimbursing the cost of the meal as a good will gesture since a special occasion was ruined. It's quick and easy to issue proceedings and you are much more likely to achieve a good outcome quickly!

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