A Blog of 2 definate halves, And yes , spilt milk IS worth it

I have to be factually correct with this blog, so here goes….

  • The problem : Spilt milk in a car ,
  • The Reason: someone in store selected the wrong Milk from the shelf
    The Issue: Global brand Not wanting to accept responsibility for its staff .

We used Tesco, our local store  
Bognor Regis  for  a click and collect weekly shopping order in 2013, It included all the usual items  for a weeks shopping ( including milk ) .

We collected it from store, it was  loaded it into our car, Basically when we got home some of  the milk had spilt in the boot of the car. We contacted Tesco who refunded the cost of the milk, and sent a new one out to us ( thank you ) , we showed the driver that delivered the new milk, the spillage in the car , and he said we would have to take that up with the store.

He also asked if we would be prepared to write a letter to the store suggesting that the milk  spilling was the manufacturers fault ….

Any one knows me knows that just wasn’t going to happen as it wasn’t the  manufacturer we bought it from , they also know ,that   Milk Stinks if it is left  to soak in , so we asked for the car to go back to the main dealer to be  cleaned and ” de  potentially stink ” .  this took about a week  of emails and calls  and in the end Tesco said they could do it with their  valets at store  and as a favour to us they would valet the whole car for the inconvenience .waves This was a bad move to give them the car, The damage they caused to the interior of the car  was  amazing, it was left with seats and panels that had not dried out  some 6 weeks later.

A meeting was held in the car park  of the store, that felt like a High Noon Meeting from the days of the wild west , the valet said it wasn’t their fault, the store said the matter  had to go to head office, so we  spent another 3-4 weeks  chasing the  head office, only to be told that  i was obviously wrong in what i was saying, so i went  back to the store and had to make a scene in the store with the manager / duty manager  who finally acknowledged that something should be done

We thank Tesco for Finally agreeing to  cover the cost of the repairs £1200+ from their valets, and  the original damage to the boot  where the milk soaked in.

We thank the main Dealer Honda - The Power of Dreams for  agreeing to help us in sorting this out and for their  brilliant service and support , both  from the sales & service teams.

For Both companies i have agreed NOT to name individuals as this would not be fair

My concern is….

  • It took a hell of a lot of phone calls & emails to resolve
  • Tesco seem to want to divert the  problem away from them, back to it being the customers error or  Tesco want to blame  the supplier
  • Tesco  head office Accused  the customer ( me ) of lying
  • It took some one at store manager level to actually get this sorted out after 3 months of calls etc.

Tesco are still thinking that we will be shopping with them in the future, This is not the case as we have found that in our opinion Sainsbury’s offer  what we consider to  be a better on-line service.

Honda, we went to for the car as they had provided excellent service in the supply  of my last company car , and  although they are ultimately interested in selling cars, the support  with the ” spilt milk ” issue has shown that they really do Go the extra mile to help when needed….

We  buy more milk, than we do new cars, but i know from this experience which  of the 2 companies i would recommend and which i would stay well clear  of in future

Why should it be the customer who has to chase the big corporate  when invariably it isn’t the customer fault 

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