...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!

[Marcipex]

Amazingly bad service.

[knackeredfarmingmummy]

You need to contact their head office, customer service and don't take no for an answer. All supermarkets are wankers

[RB68]

I think the key thing here is that they have to make good the problem its nothing to do with the value - its to do with the fact that they damaged something and it needs making good

[StepAwayFromTheEcclesCakes]

Asda, tesco, waitrose and sainsbo's have all brought my shopping in when I asked.

[Miserylovescompany2]

I know you've said that you've spoken to many people within Tesco. Have you made an official complaint in writing?

[ExitPursuedBySpartacus]

You break something, you pay for it.

[Serialweightwatcher]

I would take this higher too - no way should this have happened - they should have made good without insurance getting involved at your end - they must have insurance to cover drivers should any accident occur ... keep at them and don't give up.

I see a mumsnetter has already been on their facebook page to tell them you have been treated appallingly and to see this thread - keep everything crossed they do the right thing ... you could also threaten the Daily Fail if all else fails (sorry )

[laurzj82]

Your dad's insurer will be looking at reclaiming the costs of replacing the oven from Tesco's public liability insurer. The should reclaim the excess at the same time. I would be wary of sending any correspondence direct to Tesco about this as you may unintentially prejudice your insurer's claim and they would be in the rights to invalidate the claim and request reimbursement. Did you father's policy have Legal Expenses? If so, it should include uninsured loss recovery so they will deal with reclaiming the excess.

Agree that it's terrible customer service from Tesco and I'd be livid!

[sammassammas]

You need to find out if your shopping comes from a manned store or a customer fulfilment centre (a store not open to the public). If it is a manned store they will have passed this on to head office as they can only deal with claims up to £250 and they would be oblivious to the difficulties your having.

If it is a manned store ring them and explain it would be highly likely that the store manager would cover your out of pocket costs (£150) imediatley, and then chase on your behalf for the remaining amount.
This is what I would do if you came to my store, and frankly any of the other stores I've worked in.

[Sugarcrystal2002]

For those that can't understand how it can happen, we did the same with a bowl. I think the safety glass becomes more brittle with age and the constant heating and cooling and a small shard of something hitting it can cause it to shatter (like safety glass should). So in our case Dh dropped a bowl, which shattered and a small piece hit the front of the oven which just shattered.

[Twopeapods]

I've posted the link to this thread on their Facebook also. Hope it helps!

[GrendelsAunty]

Have you tried emailing here:
[email protected]

I've had previous success with this. Good luck!

[chocaholic73]

BBC Watchdog are very good at sorting things out for people where large organisations are not taking their responsibilities seriously. You can contact them via their website.

[albertcamus]

This is disgusting even by Tesco's low standards.

You're doing the right thing to bring this to the public's attention.

How to treat an 89-year old FFS 😢

[HerOtherHalf]

Can't believe you're getting so much support, herd mentality i guess. It was an unfortunate accident and it's a shame it happened to your father given his age and condition. However, why would you expect a brand new cooker in exchange for a broken one that, by the sounds of it, was worth buttons? Add to that, a very quick look on a major high street retailer's web site shows several cookers (freestanding, 4 rings, oven and grill) for around 150 quid, yet you think you should get a £400 one. I think you're just one of those chancers who sees any accident as an opportunity for enrichment and enlists the dim masses of FB to support you.

[Cookerless]

No, Her I don't think I should get a £400 cooker - that price (it is under £400, not £400) includes connection (£85) and the removal of the existing cooker (£25). That is the cheapest one I could find which has the same attributes as the one which was broken - ie, a single oven, a grill, 4 gas burners and a glass lid (necessary because it is a very small kitchen and the work space is needed). It is hardly top of the range. It was an accident, I agree, but it was not my father's accident, it was Tesco's, and that is why they are insured, and should have claimed on their insurance.

Thanks for your opinion - have been waiting for the usual AIBU response :)

[albertcamus]

I can't think of a better description for Tesco customers than 'herd mentality' , herotherhalf, your post is obnoxious

[greathat]

Tesco can afford another oven. An 89 year old man should not have to pay out for it

[Cookerless]

Also - many thanks to all those offering constructive advice. I didn't see the glass get smashed (had my back turned), but I think the man dropped the bottle in such a way that it bounced off of his leg and into the front of the oven. The safety glass shattered into thousands of little pieces!

[WineIsMyMainVice]

Tesco are the most unethical company I know. That is why I avoid shopping there at all costs. They are far too big for their own boots. They don't care.

[HopelesslydevotedtoGu]

Really disappointing of Tesco.

A Sainsbury's driver damaged something in our house accidentally, we didn't realise until the driver had left, and the local store manager was happy to pay for repair without any quibbling.

[FuckOffDailyMailQuitQuotingMN]

It is not about intrinsic value - ever. When something is damaged in the home the damage is estimated at replacement value!

FFS HerOtherHalf. It is usual business practice. Not the OP being a "chancer"

I've had deliveries for the past 15 years, they all come inside and into the kitchen.

If they somehow managed to break my oven I'd expect replacement or repair!

[Madbengalmum]

Awful that it has happened to an old man who least needs the hassle. This kind of treatment isn't acceptable for anyone at,any age, it's disgraceful and you should definitely take this further.

[EvansOvalPies]

Her - I'm pretty sure that if Tesco could arrange for the oven door to be replaced, OP and her Dad would be happy with that. 'Dim masses' - Pretty spiteful post, on all counts.

[EvansOvalPies]

We are self-employed, DP and our employee work in people's houses. If anything is broken or damaged, we are liable for it. And we do not hesitate to pay. Why should a customer be out of pocket, albeit an accident? Our employee once put his ladder through the window of a listed building. It was a pure accident, of course, but naturally, we were liable for the replacement work. Why would anyone think otherwise Her? Our customer would not be a 'chancer' to expect recompense. What a bizarre response. (Do you work for Tesco)?