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 . 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 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