Food Delivery covered in Bleach

f1widow

Hi I had a home food shopping delivery today and half way through unloading I noticed that the bag containing a bottle of bleach was leaking considerably. I immediately told the driver who said he would refund the cost of the bleach - I showed him other carrier bags that were smelling of bleach and he said "oh yes they do but I dont know how they can have bleach on them they were in a different compartment - everything has wrapping round them so if you do have any problems contact the helpline" (he neglected to realise that he had stacked all the trays up and clearly it had run all over the lower trays????) I said well my lettuce and celery are not exactly in wrapping could any of got on there - he still stated that if i had a problem call the helpline. I realised after he had gone that whilst the bleach was wrapped in a couple of bags the top was hanging right off (one of the large bottles of thin bleach) and when I got it from the crate it was laying down so how much came out Im not sure

Needless to say this was at 11.30 this morning and still the store has not done anything about it - some items I have thrown away (have now been told I probably should have kept them and can i go and get them out of the bin!)

Does anyone know what the policy is for this type of thing - anything in a can , bottle etc I have just wiped over and had a good sniff at other things and cant seem to smell any bleach but other items Im not sure whether the bleach may have leaked into the cellophane bags - its only a couple of items but what do you think?

halibut2209

Sounds similar to this

https://forums.moneysavingexpert.com/discussion/3604389

peachyprice

You need to go through the customer care line, not the store. Mark everything on your pick list that has been contaminated before you phone them, they should refund you for everyting that is ruined and give you a goodwill gesture.

DCFC79

halibut2209 wrote: »

Sounds similar to this

https://forums.moneysavingexpert.com/discussion/3604389

Yes i thought the same when i was on the forum home page

OP you need to call the customer service as peachyprice says and they will sort it out for you. Looks like you have spoken to the helpline. Id call them up tomorrow and ask if theres any news re the refund.

f1widow

Hi thanks for your replies - yes it is a bit similar to the other forum member and I did contact the Delivery Helpline this morning who said the store have to deal with it and they could not get hold of the store as they were busy this was at 11.30 - Manager has just phoned me to say he cant do anything but his .Com Manager will phone first thing in the morning to sort out refund etc and he is not sure whether they want the products back or not.

I was just not sure how stores are meant to deal with "contamination" ie should the driver have taken what had bleach on it away etc and just refunded me there and then instead of asking me to deal with it.

visidigi

I would refuse the entire delivery - visual or fragrance is not enough to cover you here - I would ask for a full replacement order...

arcon5

Why have you thrown away some of the items you wish to return for a refund?

timbstoke

I'd also check your carpets etc, especially if the delivery driver put the crates down on your floor.

And agreed, I'd be demanding a refund of the entire order.

f1widow

Thanks for your replies - some of the items have been thrown away like for instance the prawn sandwiches (this was the item that one customer service person asked me to get out of the bin) the other items have been put in a carrier bag along with the carrier bags that were dripping in bleach. My throwing some items away was that one staff member told me to whilst another
said later in the day oh no you need to keep them - there was also some confusion over whether I would need to just do another order - whether the driver would bring out the items i wanted or whether I would just
get a refund (and then have to go and buy the shopping I needed!)

Apparently due to it being xmas the delivery dept have been given different hours and leave around 10.00am in the morning so there is no one to deal with any problems until the next day - I was informed that someone would ring me between 8.30-9.00 and as its now 9.45 am it does not look as though anyone is ringing today. I dont understand why the Food Delivery helpline cant just deal with problems all they ever seem to do is refer you back to the store.

As for my flooring I have real wood floors and whilst I would never normally put neat bleach on these floors the only thing I noticed when I was wiping up was that there was some yellow staining coming off onto the mop and cloth so I dont really need to say anything about this "luckily"!

I will update the outcome when I "finally" hear from them

f1widow

Have spoken to the Manager (at last) who has refunded the items I was worried about and am going to be receiving a Gift Card to apologise - this is very good of the store as I was only expecting a refund of goods or replacements.

Am wondering though having now seen the other post from the other forum member if shops ought not have a standard policy when dealing with matters like this - spills do happen but this was a chemical and it could be slightly worrying eating food that had this spilt on it - I was not asking for all the shopping to be taken away and refunded just the bags that had bleach on them a total of £11.08 worth of goods out of a £108 order (fresh not tinned etc)

Thanks for any comments / help given anyay