Supermarket delivery driver damaged property
Discussion
What do you do when you've exhausted all apparent avenues and remain stuck?
Ask the internet and the good folk of Pistonheads of course!
A good few months back a delivery driver from a well known (green liveried, 4 lettered) supermarket decided to reverse onto our driveway and hit the wooden electric gates.
Once we've gotten past the 'serves you right for shopping with a council supermarket (the one and only time I've allowed the missus to use them) and, 'worse "I've got electric gates" post ever' shenanigans, I'm at a loss with where to turn next.
Long story short, driver accepted liability, photos of damaged gates and delivery truck taken, and sent with accompanying email and proof of payment for repairs to customer services etc
Automated response only.
Further emails sent with increasing levels of frustration, still only automated responses.
I don't do social media but the missus plastered chain of events on Twitter (or X, whatever it's called), nothing.
I hate the idea of using an Ambulance chasing type outfit but, short of visiting the local store and relieving them of goods to the value of damages incurred, I'm at a loss.
Ringing the local store it-self (where delivery would have come from) has resulted in the success I would have got calling petrol station station opposite.
Any ideas (both sensible and sarcastic) welcome!
Thanks
Ask the internet and the good folk of Pistonheads of course!
A good few months back a delivery driver from a well known (green liveried, 4 lettered) supermarket decided to reverse onto our driveway and hit the wooden electric gates.
Once we've gotten past the 'serves you right for shopping with a council supermarket (the one and only time I've allowed the missus to use them) and, 'worse "I've got electric gates" post ever' shenanigans, I'm at a loss with where to turn next.
Long story short, driver accepted liability, photos of damaged gates and delivery truck taken, and sent with accompanying email and proof of payment for repairs to customer services etc
Automated response only.
Further emails sent with increasing levels of frustration, still only automated responses.
I don't do social media but the missus plastered chain of events on Twitter (or X, whatever it's called), nothing.
I hate the idea of using an Ambulance chasing type outfit but, short of visiting the local store and relieving them of goods to the value of damages incurred, I'm at a loss.
Ringing the local store it-self (where delivery would have come from) has resulted in the success I would have got calling petrol station station opposite.
Any ideas (both sensible and sarcastic) welcome!
Thanks
I think you need to write a letter to their head/registered office, and set out your complaint in full with photos etc. I would address it to their Claims Department or Head of Complaints.
Give them 14 days to respond. If they don't respond, I would send it one more time and given them a further 14 days and threaten them with legal proceedings should they not respond. If they still don't come back to you, you will have to pursue it via Money Claim Online
Give them 14 days to respond. If they don't respond, I would send it one more time and given them a further 14 days and threaten them with legal proceedings should they not respond. If they still don't come back to you, you will have to pursue it via Money Claim Online
Google "CEO email" and find the CEOs email address.
Write a short, clear email with bullet points and detail and ask them to look into it.
It will get picked up by their exec assistants and sent downwards to customer service. Such emails from the CEO office typically get assigned to a more senior manager for resolution.
It does vary, but I have had good success with this approach.
Write a short, clear email with bullet points and detail and ask them to look into it.
It will get picked up by their exec assistants and sent downwards to customer service. Such emails from the CEO office typically get assigned to a more senior manager for resolution.
It does vary, but I have had good success with this approach.
Depends on the company but I assume their policies are all the same. There's a form the driver fills out with details of any collisions and you get info from that usually sorted out pretty quickly and driver has a meeting with manager when back in store.
But we have also had the opposite of your situation a customer claiming damage to their property when on reviewing the van cctv the driver was nowhere near the damaged fence as he parked on the road.
But we have also had the opposite of your situation a customer claiming damage to their property when on reviewing the van cctv the driver was nowhere near the damaged fence as he parked on the road.
LivLL said:
Would your house insurance be useful to pursue this? No point having it if you never use it.
I was thinking that too - leave them to it.You'd think a big firm would sort it but daughter's car was written off by an Argos van (in front of police who were attended the accident the van driver was rubber-necking). She claimed in her insurance and her insurer had to start legal proceeding before Argos's insurer responded.
Just write, recorded delivery to Customer Services here:
Give them a reasonable time to respond, say 14 days. After that, a letter before action giving a further 14 days, then MCOL.
No need to involve your insurance or going all 'emails to the CEO' which will be read by some PA and ignored.
Perhaps ring the Head Office in Leeds first and speak to someone. Get their email address and send the letter above, by email as well.
Give them a reasonable time to respond, say 14 days. After that, a letter before action giving a further 14 days, then MCOL.
No need to involve your insurance or going all 'emails to the CEO' which will be read by some PA and ignored.
Perhaps ring the Head Office in Leeds first and speak to someone. Get their email address and send the letter above, by email as well.
Sheepshanks said:
LivLL said:
Would your house insurance be useful to pursue this? No point having it if you never use it.
I was thinking that too - leave them to it.You'd think a big firm would sort it but daughter's car was written off by an Argos van (in front of police who were attended the accident the van driver was rubber-necking). She claimed in her insurance and her insurer had to start legal proceeding before Argos's insurer responded.
Delivery driver from the same supermarket put the crates down in our doorway and managed to smash the bottom off the end of the "tunnel" protruding from our Sure Flap Microchip Cat Flap worth over £50. Twitter was ignored. Customer service email that we'd used for a previous complaint no longer active. Ended up phoning the local store and speaking to a manager there who told us to get three prices and buy a replacement for the cat flap from the cheapest of the three, then take the receipt to the customer services desk. We did this and they refunded us in cash.
Obviously your situation is a little different but I think your best bet is to speak to the manager of the store from which the delivery came. If necessary go there and speak to them face-to-face. The harder it is for them to hide the quicker it'll get sorted.
Obviously your situation is a little different but I think your best bet is to speak to the manager of the store from which the delivery came. If necessary go there and speak to them face-to-face. The harder it is for them to hide the quicker it'll get sorted.
vaud said:
Google "CEO email" and find the CEOs email address.
Write a short, clear email with bullet points and detail and ask them to look into it.
It will get picked up by their exec assistants and sent downwards to customer service. Such emails from the CEO office typically get assigned to a more senior manager for resolution.
It does vary, but I have had good success with this approach.
I agree with this.Write a short, clear email with bullet points and detail and ask them to look into it.
It will get picked up by their exec assistants and sent downwards to customer service. Such emails from the CEO office typically get assigned to a more senior manager for resolution.
It does vary, but I have had good success with this approach.
If you don't see action within 14 days I'd send a recorded delivery letter to the CEO letting them know that they have 14 more days to respond after which you'll issue a claim against the company via Small Claims Court or Money Claim Online (if the cost is over £10k).
Thats What She Said said:
In your shoes, I'd be onto my home insurance and let them sort it all out.
This exactly. Maybe the OP isn't insured? One of our neighbours had their house hit by a van, and it was sorted through the buildings insurance policy, with that provider then claiming against the van insurance.The same company had a driver reverse into our garden wall and knock it over. Not before beaching himself on the wall and needing recovery. This was before Christmas and I have tried a number of avenues including emailing the CEO and absolutely no contact has been made with me to rectify the situation. I have pictures and liability obviously shown with them. They just ignore everything.
Did the driver fill in any forms at the time? They should have a log book in the van at all times which contains a part they give to the 3rd party, using the details from there, its supposed to be pretty quick to get sorted from what ive heard at our store,
It would maybe worth logging with 101 as the driver didnt give details to be able to contact them/their insurer, get a ref number, then email that and the details to the ceo office, also mention that the driver failed to provide the required info,
Dont be surprised if you get a 1st reply, nothing for 10 days, and then quick results,
It would maybe worth logging with 101 as the driver didnt give details to be able to contact them/their insurer, get a ref number, then email that and the details to the ceo office, also mention that the driver failed to provide the required info,
Dont be surprised if you get a 1st reply, nothing for 10 days, and then quick results,
Gassing Station | The Lounge | Top of Page | What's New | My Stuff