Faulty AO fridge/freezer leaves us with spoiled food

mstevo

We had a delivery from AO for a new American fridge freezer costing £1200. As part of the purchase the old one would be taken away by them which they did. The delivery service was great.

Followed all installation details correctly (they have confirmed we did) and it doesn’t work, doesn’t cool at all.

Rang them and got directed to manufacturer who could only send someone to assess on the 13th which I wouldn’t accept. Went back to AO and they have arranged a replacement for Tuesday.

this however has left us without a freezer (we had a spare small fridge in garage) for days meaning all the food has spoiled.

AO only offered to get us a small counter top fridge for our medication but nothing more.

Where do we stand on this, can we make any form of claim for the loss of food?

Thanks

Alderbank

This sounds like a planned purchase. Your old freezer was working, you arranged delivery date for a new one to be delivered and you arranged for the old one to be taken away at the same time. The new one would be allowed to stand for the required amount of time then started up and the food previously stored in the old freezer would be moved into it?

If the food was spoiled due to an emergency, ie. your old freezer just packed in, and the new freezer was an emergency purchase, you could have claimed from your household insurance for the loss of food. However if the spoilage was due to a deliberate planned action, ie you chose to remove the food from a working freezer even though you had no alternative storage at -18C, I don't see that you have any grounds for a claim.

Presumably your new freezer arrived yesterday (Saturday) and after standing overnight you found it wouldn't work? You phoned AO on Sunday morning and they've been able to arrange delivery of a new appliance on Tuesday?
That is impressive customer service in my book.

Ayr_Rage

The claim for spoiled food may be an insured event on your home insurance.

Your contract is with AO, don't involve the manufacturer.