...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!

I think it's pot luck if they unpack or not.

We've had a Tesco delivery every week for the last 15 years or more, it's not a given that they will do it. I'm disabled and can't take the risk so only have the delivery when someone is here to help just in case.

I wouldn't have expected Tesco to pay for the cooker, TBH. It was an accident. I'd have taken the £75

I would have expected the excess tbh

A company's Public Liability Insurance is there to cover accidents for customers. Accidents happen - but if it is not the customer's fault, then the business employing the employee has to cover the cost. Our employee has caused accidental damage. Of course, it was an accident, but as a company, it is our responsibility to put the damage right. The customer should not be out of pocket for this.

UPDATE : I received a call from Tesco CEO's office this morning - in the light of social media coverage, and on reflection, they have offered to reimburse us for the cost of a new cooker, delivery and connection. They also apologised for the way this had been handled, and agreed with me that they were in the wrong.

Credit where credit's due - people make errors of judgement, accidents happen - and they have put it right. Can't say fairer than that.

Many thanks to everyone who posted in support, or even criticism (every little helps). I'm about to contact Dad's insurers to find out what we do about the claim, because I don't want to make a profit from this, just to get the cooker replaced. Thanks again :)

Good news op I'm very happy they sorted it out. It's sad though that it took all of this for them to do it. Imagine how many other poor sods have had incidents that have not been resolved?

Excellent outcome

Yay. This made me smile.

Get a roast on for your Dad asap!

Very pleased to hear it.

That's great news, OP! Thank you for the update.

Delighted for you both.

Well done op. I had a similar issue and ended up going to the ceo office who then sorted it too.

I agree they should have at least covered the excess on the household insurance - £150 - and let the insurance cover the rest. I don't agree they were liable to replace the full value of a new cooker (nice outcome that they did in the end though) if someone totals your 10 year old rust-bucket car the insurance won't pay out for a brand new replacement.

Keep complaining. I have had a contract for my mobile phone with Tesco for last 6 years. My latest phone broke after six months- Tesco told me to send it in to them for repair but wouldn't give me any money to buy cheap pays as you go phone whilst mine was being repaired. I complained- they agreed to give me £30 credit to cover a cheap phone. My phone was returned with the same fault, and they told me I could have a replacement but only a Grade A refurbished phone. I complained and said I wanted a brand new replacement phone. They are sending me a brand new replacement phone. You have to keep complaining.

Why are you even replying to those doubting your OP?

Tesco drivers Do come inside and unpack.
Ignore people who haven't rtft.

Make sure to specify the resolution you want from Tesco I.E. the £150 excess you paid, £100 compensation
for the inconvenience of having to wait two weeks and escalate what should be a simple matter.
And a goodwill gesture to restore your father's faith in Tesco.

X post because I'm slow.

Good to hear tesco are stepping up.

I am delighted to hear your update op. Well done to you for sticking with it. Hope your dad gets to enjoy his roast dinner soon👍

Well done OP

Tesco come inside with order,yes
They've never unpacked but come into kitchen with messages

smashing outcome,v reasonable of Tesco to alter their response

Whoop whoop!

in the light of social media coverage is perhaps the key phrase (I'm cynic).

Let us know when the cash hits the bank balance - though in my experience of them, when they do finally agree to cough up, they do so fairly quickly.

Great news! I'm so pleased ☺

I'm glad they saw sense. Great outcome in the end.

Excellent!

Unbelievable! Was it functioning as an oven in the home of it's owner? Certainly! So it has the value of an oven. Write to the guardian money pages they will name and shame