Courier caused damage - Retailer wont help

Jumblebumble

1) Having read the trail I'm quite frankly flabbergasted that your customer services approach is its your word against ours, this gives me the impression that you are accusing my wife of lying or fabricating the whole incident. 

Surely this has absolutely nothing to do with the original companies word.
They weren't there, they don't know what a third party did or did not do and the courier company denied any wrongdoing,and they are well aware that in many cases customers tell blatant porkies
What do you realistically expect them to say? 
I think going to a small claims court will be a waste of time and money as I don't think you have a very strong case or ny evidence at all. I suspect any insurance company is going to take the same stance

Jumblebumble

user1977 said:

brookero1981 said:

1) Having read the trail I'm quite frankly flabbergasted that your customer services approach is its your word against ours, this gives me the impression that you are accusing my wife of lying or fabricating the whole incident. 

I would probably tone down the "flabbergasted" stuff. Their stance is understandable if their only witness denies it happened. Would you expect them to take the word of every customer who makes a claim?

Ultimately it would be decided on the balance of probabilities i.e. whose evidence the judge prefers.

The only evidence that the original company can give is
We received an allegation that our couriers damaged a lantern
We asked our couriers who said they  so we decided not to engage further with the claimant who has not provided any evidence to the contrary.
( Of course the minimum wage driver is likely  to deny it happened so the  company are correct in stating  that they have no knowledge about what the driver did or did not do )

brookero1981

Lol - thanks for all the feedback. Maybe I have been very lucky in the past with customer service, but I am surprised at the response from the company, I am sorry if my language has offended/annoyed some, its just the language I use. 

Just an update, the company told me to follow up and gave me the details of the employee who delivered, which I found odd, I have spoken to them and they have confirmed the damage took place and that they passed on the incident report at the time and again after I had spoken to them. The mattress company have ignored my last two attempts to speak to them.

There is no issue with the delivery driver, whilst I dont know how much the delivery driver is on, as someone who maybe doesn't earn as much as others too, Id like to say we can still be honest and trustworthy so object to that last post!