To be a little disappointed with Ocado’s response

[Ocado100]

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!

What on earth is kimchi?

I don't think it would even occur to me to ask for compensation (for the carpet) in this situation, although I'd be frustrated. Seems like Ocado (who are so posh they can't deliver to my backwater ;-) ) have been perfectly reasonable.

Korean fermented cabbage milk.

It sounds disgusting!

Whilst I wouldn't be that happy, I'd use the vouchers and use the money I saved by not doing that shop to pay for the carpet clean.

What on earth is kimchi?

A fermented Asian pickle. Delicious - but BRIGHT red!

I’d accept the vouchers and spend them on other stuff if you don’t want to do your food shop - they do all sorts of gifty stuff too, handy with Christmas around the corner. But if you really want the cash then you can go back and insist, if you like.

You're not alone in that assessment milk . I actually like it. Just not on my carpet.

In the photos you e already posted you're outside. I'm not entirely sure why you took it inside! Why not just give it back to the delivery driver in the first place?

The outside photos are for a second delivery made using the £10 goodwill voucher for the first damaged jars (carpet claim was being investigated)

OP - I've ordered the kimchi you are talking about and each time the bloody lids are off / the glass breaks. It's not so much Ocado's fault as they people who produce it; they need better jars.

Korean fermented cabbage milk.

🤔

I read this as it appears above and wondered how you get milk from a cabbage. I assumed the same way you get milk from an almond but have only just realised "milk" was a poster's name 😂

£100 in vouchers is reasonable. After all they only have your word for it that it’s the faulty kimchi that caused the problem. They could be disputing that they had any culpability at all. Which would be a whole other level of hassle. And you ‘ve had a £10 voucher already.

And Ocado needn’t be expensive. They do carry many very high end products but you don’t have to buy those. They also do a lot of Waitrose Essentials products which aren’t Lidl prices but aren’t exorbitant.

Do you have accidental damage cover on your household contents insurance? If so, you could claim on that for the carpet cleaning?

I think there are a lot of people on here who are jealous of your new carpet, OP.

I also think your carpet cleaning man is trying it on. It's nonsense that one cleaned area would show up. FWIW, I let out several properties, and spot cleaning of carpets should cost about £30-40. Ocado should agree to pay for it, subject to you providing receipts.

It's nice to know that so many people know exactly what they would do, in the event of finding themselves holding a hairline-cracked jar of Kimchi, though.

BTW, Hesafriendfromwork, what's a 'product stood'?

It's nice to know that so many people know exactly what they would do, in the event of finding themselves holding a hairline-cracked jar of Kimchi, though

Well, I wouldn't open anything that was "oozing" near a new carpet, that's for sure.

Accidents happen though. I've had my fair share of "WTF was I thinking?" moments.

YANBU

Do NOT use supermarket cleaner on your carpet.

These guys have big machines for a reason and it’s not to do their backs in!

Get it done professionally, even if you end up footing the cost yourself.

However, tell Icado you’ll accept the vouchers for the inconvenience, but they need to pay for the brand new carpet to be professionally cleaned.

£100 is about right for a call out & the cleaning if that area/room.

IF he knows what he’s doing.

what's a 'product stood'?

Replace "stood" with "whilst standing". It's not hard.

Jars with loose lids and leaking, er, straight online or phone, order some more, why would you open them! Finally realising you dont ctually have carpet in the kitchen, cannot understand why you went near the carpets with this stuff. I wouldnt accept jars that werent tighly sealed, or are you assuming the fermentation process kills all bacteria

@AmIThough I think the fact that the lids were leaking is a red herring because that was not the cause of the damage. I don't think that just because the lids were leaking that it could be predicted that one of the jars would be cracked and have fallen apart. If the lid hadn't been leaking then the jar would still be cracked and have fallen apart. Plus the OP opened them in the kitchen where the leaking wouldnt have caused damage, but the unexpected cracking of the jar caused the contents to go on the carpet. I don't think that is reasonably foreseeable.

If the OP had said that the lids were leaking but she had removed them from the bag in a carpeted room anyway and they had then dripped on the carpet, then I'd agree that it would not be reasonable to expect compensation.

course red herrings would have damaged the carpet as well, she checked outsid, lids loose, give them back to the driver

Sounds like a simple insurance claim. Ask Ocado to refer it to their insurers. They sold you a faulty product which went in to cause damage to your property. Offering vouchers is not going to pay for the damage to be put right. Stand your ground. As far as having your whole carpet cleaned, if that is what the cleaning professional is telling you needs to be done then that should be good enough. No reason at all why you should be left with a carpet that has a different coloured area.

The responses to this thread are bonkers. If OP had come on and said "when I took the jar of beetroot out of the bag it disintegrated in my hand and got beetroot stained all over my brand new dining room carpet, the carpet cleaner has quoted £100, AIBU to expect Tesco to pay?" the vast majority of people would have agreed with OP. But everyone is so caught up with kimchi and Ocado and whether or not OP has a carpet in her kitchen that you can't see the wood for the trees!

Btw it’s common for kimchi to burst its jar - just to let you know for next time!

It is nothing to do with what the product is or where it was from. But the op has to take some responsibility for the fact by her own admission she could see it was faulty while safely in a bag and yet she decided taking it out of said bag near a new carpet was sensible.

£100 vouchers seems more than generous in the circumstances

I'd take the £100 vouchers and save it for Christmas presents for family, big Christmas dinner shop and a few treats.

I'd try the Dr Beckmans first because imo it's brilliant stuff.

In my experience, tradesmen will say whatever they can to get the work.... be wary he's a salesman! But if the Dr Beckmans doesn't work I'd ask him to come out.

@UpCloseAndPersonalWithGlenda seriously? Absolutely no-one is jealous of the OP’s new carpet. Grow up. You also know perfectly well what the other poster meant, so the faux-innocence is just bitchiness. I see the thread where you got your new user name, explaining how being a cow hurts people’s feelings, had no effect 🙄.