...to think Tesco should have done more?

[Cookerless]

Just over two weeks ago, a Tesco delivery driver dropped a bottle of wine as he was unpacking it, and it smashed the glass door of my 89 yr old father's oven, making the oven unusable. The oven is very old, and consequently it's not possible to find a replacement part. It's a standalone cooker, the oven isn't separate, and so the entire thing needs to be replaced, at a cost of around £400, including delivery and fitting.

It took two weeks for the local Tesco depot to get a form to their claims department, but within a couple of hours of receiving it, Tesco told me that they would not be offering us anything by way of compensation, as the oven 'had no intrinsic value' due to its age. When I pointed out that if we were to claim on Dad's home insurance, we would be £150 out of pocket for the excess, they offered me £75 as a 'goodwill gesture'. I'm afraid I told them where to stick it.

My father has dementia and cancer, and - when I'm not here - his carers use the oven to heat his ready meals - so the oven does have some value to him - I really thought that Tesco would do more to rectify the situation, given that it was entirely the fault of their driver, who readily admitted that (poor chap was very upset, but it was an accident). We've been Delivery Saver customers for over 4 years, and - until this happened - have been spending an average of £150 a week with them. I'm now boycotting them.

After Tesco told me they weren't going to make this good, I had no choice but to contact Dad's insurers, who were very good, and immediately sent out a cheque to the value of a replacement cooker, less the £150 excess.

We'll be getting a new cooker in the next week or so, but the more I think about it, the more I think that Tesco should have agreed to claim on their insurance - they're a huge company, Dad's a pensioner - why he should end up out of pocket is beyond me.

AIBU about this? TBH, am so angry with Tesco that I may be being a little unreasonable, so thought I'd ask. Bracing myself, 'cos it's a bit scary posting in AIBU, but that's what I'm asking!

[LumelaMme]

Tesco are wankers. Not the staff in the local stores, they're fine, but the management. We've had loads of issues locally with parking and noise and they don't give a flying fuck unless and until you get it splashed it all over the local paper or (even better) the tabloid press. Or (as in our case over noise) environmental health at the local council get themselves involved.

I did a total boycott of them for about a decade. Even now, I avoid shopping there.

On social media, get your friends to share. Tell the chief exec this when you email him. Good luck.

[user1471554921]

Totally missing the point here, but how on earth did a bottle of wine smash an oven?

[BoneyBackJefferson]

Although they (tesco) are argue diminishing value, OP your argument is that it was a fulling functioning oven till they broke it and as they broke it it should coming out of their public liability insurance.

[DontTouchTheMoustache]

That's awful!!!

[LumelaMme]

I think I must have spoken to them a dozen times over the past 2 weeks, because they never called me back when they said they would, and when they did call me, it was either to ask whether anyone else had called me, or to promise me that someone would call me - but they didn't.
Sounds entirely familiar. That was their MO a decade ago - I used tow rite down what had happened when, otherwise it's impossible to keep track.

I'll go away and stop ranting now.

[WhisperingLoudly]

Particularly outrageous since as a PP pointed out they sell bloody ovens.

[donquixotedelamancha]

Just take them to small claims court. It won't get nearly that far- they are clearly liable for at least the £150.

[HelsBels5000]

What a shit response from Tesco. This needs to be made public...

[Looneytune253]

I don't think they're supposed to come into your home though? Sounds like the delivery driver was just being kind and extra helpful to a vulnerable customer? Wouldn't he be liable, not tesco? Esp IF tesco tell them not to go in. I understand your position but this guy was trying to help. Did he do something silly to break it, or was it just an accident?

[Magzmarsh]

They're an awful company. I used to spend a fortune on online food delivery and petrol. We had an issue with a delivery being very late and missing half the stuff so I asked for the £5 service charge to be refunded and they refused. I boycotted them for evermore, they're incredibly short sighted regarding customer service and reputation. Take this all the way op and let us know how you get on.

[mintthins]

That is fucking outrageous.

[Magzmarsh]

Of course they come into your home looney. No idea why you would think otherwise.

[Patriciathestripper1]

Take Tesco to the small claims court. It will only cost you twenty five quid.
I would actually contact one of the national papers as they would love a story like this! Try daily mail as they always nicking stuff off here!
(Tesco are probably too busy taking over bookers cash and carry to Care about the small people)

[Mummyrowland]

I definitely would be taking this higher its ridiculous

[PenguinsandPebbles]

Tesco will come in and unpack they are one of the only companies that do.

But I can't (and honestly not saying your making it up OP) see how a bottle of wine smashed an oven door. Could that be the problem that they can't actually see how it happened? Although I'm sure you have explained in detail to them, in the hope they do the right thing which they don't seem to be doing at the moment.

I think the very least they should have done is covered the insurance excess. Have you spoken directly to the stores dot.com team? Mine were really good when I had an issue.

[ineedamoreadultieradult]

Don't expect threats of boycotts to work they are big enough to not care. Threaten to take them to court or involve solicitors even sending your solicitors letter to their solicitors will.cost them more than £150 so they will settle with you just to avoid that.

[Looneytune253]

Magz I'm happy to be corrected I've just seen many a online complaints from folk who can't understand why the delivery guys can't help them with their shopping. It would make sense in cases like this or complaints about muddy footprints etc. Is it not the case then?

[ExitPursuedBySpartacus]

I've only had a delivery once when I was on crutches. The driver left the bags inside the back door so if my pa hadn't been here I would have been stuffed.

[ImperialBlether]

This is really shocking. Your father is a vulnerable customer and they've left him without a way to cook or eat a hot meal! It's disgraceful. I'd go straight to the top and if necessary I'd go to Watchdog or similar.

[Twopeapods]

That's shocking. I've just facebooked them as well in solidarity!

[Magzmarsh]

Tesco ask which room you want the groceries (I would imagine the kitchen in most cases), unload the crates, check your happy with substitutions etc all inside the house.

[GabsAlot]

go to the papers they love this sort of thing and watchdog

as soon a national news have it they panic

i think its disgusting that even though the man admitted it an felt ba they wont fork out

[bigbluebus]

Tesco's will deliver into the home. I used to order for my elderly DM who lived 75 miles away from me. I used to put specific instructions on saying that they needed to give her plenty of time to get to the door and they then needed to take the shopping into the kitchen. They obliged every time - so clearly it is permitted.

Re the cooker OP you would think that a company the size of Tesco could have handled it better even if they don't think they should pay the full replacement cost of the cooker.

[DorcasthePuffin]

This is really bad. And yes, Tesco definitely offer to bring your groceries to the kitchen (not least because they discourage you from having carrier bags).

[Fintress]

That is disgusting. Outraged on your behalf. Your poor dad.