damaged/dented fridge freezer on delivery, plus courier scratched our flooring

kimwp

I think I got my cooker from appliances direct (or maybe appliances online). It had two dents, one hidden by the cupboard, one not. I discovered that they offer percentage discounts based on the description of the damage - "scratch" got x%, but dent (where there was some depth to the damage) got a higher percent. Hope that helps.

pete1975

GDB2222 said:

Personally, I’d just ask for a new fridge. That’s a big bump on the door. 

Before going ballistic about the floor, have you tried wiping with a bit of white spirit? It may just be paint that has rubbed off the fridge that you can see, and the amtico may not be damaged.

I havent touched it, the courier claims process states do not try to repair or touch the damage until someone comes to look at it.  it has a plastic surface to it,  my friend said some real fine sandpaper and polishing compound could do it he thinks.

pete1975

question for everyone on the damage floor, can appliances direct,  say you have to take it up with the courier,  even though the courier was employed by them?

Alderbank

Legally your claim is against the entity who you contracted with to install the fridge.
If, as seems the case, the contract was with AD to supply and install the fridge and you had no say over which sub-contractor did the installation, how they were instructed, etc. then the claim would be against AD even though they did not actually do the installation 'with their own hands' because their contractor under their direction did not carry out task with the expected level of care and skill.

If they had said something like, 'we don't do installation ourselves but our courier can do it for you. If you pay an additional £35 we will pass on your request' then that could have been different.

So AD have the responsibility but again they don't have to fix it with their own hands. They can say, 'Our courier working for us has agreed to fix the problem. Please liaise with their people to carry out the work.'

That is in practice often the best and quickest way forward. The guys actually doing the work, even if they are employed by a third company such as a flooring specialist, are working for AD and AD are still responsible for the quality of the repair.

GDB2222

pete1975 said:

GDB2222 said:

Personally, I’d just ask for a new fridge. That’s a big bump on the door. 

Before going ballistic about the floor, have you tried wiping with a bit of white spirit? It may just be paint that has rubbed off the fridge that you can see, and the amtico may not be damaged.

I havent touched it, the courier claims process states do not try to repair or touch the damage until someone comes to look at it.  it has a plastic surface to it,  my friend said some real fine sandpaper and polishing compound could do it he thinks.

I would not do that. A gentle solvent might remove the white, but abrading the surface will be there forever.

Is the store going to send someone to look at the floor?

Boohoo

pete1975 said:

Boohoo said:

pete1975 said:

Boohoo said:

pete1975 said:

morning all,   we ordered a fridge freezer from appliances direct,   paid extra for the for the delivery company to unpack and deliver to the room of your choice.     

I've got two issues,   firstly,  they unpacked the fridge freezer (integrated) and there was a dent on the leading edge of the door (its going to the be the edge you see when you open the cupboard.  The other dent is smaller and on the opposite side where the hinges are so not so noticeable if at all.  Delivery company (arrowxl) were you will have to call the supplier after we have gone.   So i raised a claim Monday, back and forth with some pictures and appliances direct have offered £60 refund, or £70.00 voucher.  personally its not enough bearing in mind this fridge was £870 and you will see the dent, i will ask for a new door perhaps thats a easier fix but if not do you think Im being unreasonable asking for a 20% refund on the damage?



My second issue is arrowxl the courier had a two man team to bring the fridge freezer in to the house.  Bearing in mind i managed to get the old fridge freezer out on my own, they unpacked the it in the hallways because the box was so large but kept the polystyrene on the base,   as they got to the door of the kitchen one guy went to the bottom and the other to the top to lift it into the kitchen over a floor change and the guy at the bottom dropped it while the gay at the top was moving backwards,   and its scratched our flooring,  The floor is amtico so i will need to get someone in i spoke to fitter over the phone on wednesday and he said could be easy just swap the tile out, but sometimes the glue has stuck so well it pulls the latex below and he will have to remove surrounding tiles and relay sub base first. Plus i will need to see if i can buy a few tiles or whole box which is quite expensive.  Floor was in the house when we moved in.    
Appliances direct have said i need to raise a claim with arrowxl which i disagree with as arrowxl were employed by appliances direct,  i dont know if they could have something in their T&Cs and therefore im sure arrowxl will just deny or not respond.    




thanks

What has being "gay" got to do with the delivery people or is that a typo?

As for the floor as it's old and was in the house when you moved in you I can't see why you don't try and clean it up if possible. Don't think you will get a new floor out of them.

You seem to be ok with the damage to the if you get 20% off. Uhm?

A new door will require somebody to come out and fit it so AO may just give you a replacement and take the damaged one away.

Have done a price check for a new door?

I also can't seem to work out where the damage is in relation to what will be showing when the appliance is installed.

A better picture of the appliance showing top to bottom may give people a better idea of what it looks like.

Boohoo said:

pete1975 said:

morning all,   we ordered a fridge freezer from appliances direct,   paid extra for the for the delivery company to unpack and deliver to the room of your choice.     

I've got two issues,   firstly,  they unpacked the fridge freezer (integrated) and there was a dent on the leading edge of the door (its going to the be the edge you see when you open the cupboard.  The other dent is smaller and on the opposite side where the hinges are so not so noticeable if at all.  Delivery company (arrowxl) were you will have to call the supplier after we have gone.   So i raised a claim Monday, back and forth with some pictures and appliances direct have offered £60 refund, or £70.00 voucher.  personally its not enough bearing in mind this fridge was £870 and you will see the dent, i will ask for a new door perhaps thats a easier fix but if not do you think Im being unreasonable asking for a 20% refund on the damage?



My second issue is arrowxl the courier had a two man team to bring the fridge freezer in to the house.  Bearing in mind i managed to get the old fridge freezer out on my own, they unpacked the it in the hallways because the box was so large but kept the polystyrene on the base,   as they got to the door of the kitchen one guy went to the bottom and the other to the top to lift it into the kitchen over a floor change and the guy at the bottom dropped it while the gay at the top was moving backwards,   and its scratched our flooring,  The floor is amtico so i will need to get someone in i spoke to fitter over the phone on wednesday and he said could be easy just swap the tile out, but sometimes the glue has stuck so well it pulls the latex below and he will have to remove surrounding tiles and relay sub base first. Plus i will need to see if i can buy a few tiles or whole box which is quite expensive.  Floor was in the house when we moved in.    
Appliances direct have said i need to raise a claim with arrowxl which i disagree with as arrowxl were employed by appliances direct,  i dont know if they could have something in their T&Cs and therefore im sure arrowxl will just deny or not respond.    




thanks

What has being "gay" got to do with the delivery people or is that a typo?

As for the floor as it's old and was in the house when you moved in you I can't see why you don't try and clean it up if possible. Don't think you will get a new floor out of them.

You seem to be ok with the damage to the if you get 20% off. Uhm?

A new door will require somebody to come out and fit it so AO may just give you a replacement and take the damaged one away.

Have done a price check for a new door?

I also can't seem to work out where the damage is in relation to what will be showing when the appliance is installed.

A better picture of the appliance showing top to bottom may give people a better idea of what it looks like.

Boohoo said:

pete1975 said:

morning all,   we ordered a fridge freezer from appliances direct,   paid extra for the for the delivery company to unpack and deliver to the room of your choice.     

I've got two issues,   firstly,  they unpacked the fridge freezer (integrated) and there was a dent on the leading edge of the door (its going to the be the edge you see when you open the cupboard.  The other dent is smaller and on the opposite side where the hinges are so not so noticeable if at all.  Delivery company (arrowxl) were you will have to call the supplier after we have gone.   So i raised a claim Monday, back and forth with some pictures and appliances direct have offered £60 refund, or £70.00 voucher.  personally its not enough bearing in mind this fridge was £870 and you will see the dent, i will ask for a new door perhaps thats a easier fix but if not do you think Im being unreasonable asking for a 20% refund on the damage?



My second issue is arrowxl the courier had a two man team to bring the fridge freezer in to the house.  Bearing in mind i managed to get the old fridge freezer out on my own, they unpacked the it in the hallways because the box was so large but kept the polystyrene on the base,   as they got to the door of the kitchen one guy went to the bottom and the other to the top to lift it into the kitchen over a floor change and the guy at the bottom dropped it while the gay at the top was moving backwards,   and its scratched our flooring,  The floor is amtico so i will need to get someone in i spoke to fitter over the phone on wednesday and he said could be easy just swap the tile out, but sometimes the glue has stuck so well it pulls the latex below and he will have to remove surrounding tiles and relay sub base first. Plus i will need to see if i can buy a few tiles or whole box which is quite expensive.  Floor was in the house when we moved in.    
Appliances direct have said i need to raise a claim with arrowxl which i disagree with as arrowxl were employed by appliances direct,  i dont know if they could have something in their T&Cs and therefore im sure arrowxl will just deny or not respond.    




thanks

What has being "gay" got to do with the delivery people or is that a typo?

As for the floor as it's old and was in the house when you moved in you I can't see why you don't try and clean it up if possible. Don't think you will get a new floor out of them.

You seem to be ok with the damage to the if you get 20% off. Uhm?

A new door will require somebody to come out and fit it so AO may just give you a replacement and take the damaged one away.

Have done a price check for a new door?

I also can't seem to work out where the damage is in relation to what will be showing when the appliance is installed.

A better picture of the appliance showing top to bottom may give people a better idea of what it looks like.

Boohoo said:

pete1975 said:

morning all,   we ordered a fridge freezer from appliances direct,   paid extra for the for the delivery company to unpack and deliver to the room of your choice.     

I've got two issues,   firstly,  they unpacked the fridge freezer (integrated) and there was a dent on the leading edge of the door (its going to the be the edge you see when you open the cupboard.  The other dent is smaller and on the opposite side where the hinges are so not so noticeable if at all.  Delivery company (arrowxl) were you will have to call the supplier after we have gone.   So i raised a claim Monday, back and forth with some pictures and appliances direct have offered £60 refund, or £70.00 voucher.  personally its not enough bearing in mind this fridge was £870 and you will see the dent, i will ask for a new door perhaps thats a easier fix but if not do you think Im being unreasonable asking for a 20% refund on the damage?



My second issue is arrowxl the courier had a two man team to bring the fridge freezer in to the house.  Bearing in mind i managed to get the old fridge freezer out on my own, they unpacked the it in the hallways because the box was so large but kept the polystyrene on the base,   as they got to the door of the kitchen one guy went to the bottom and the other to the top to lift it into the kitchen over a floor change and the guy at the bottom dropped it while the gay at the top was moving backwards,   and its scratched our flooring,  The floor is amtico so i will need to get someone in i spoke to fitter over the phone on wednesday and he said could be easy just swap the tile out, but sometimes the glue has stuck so well it pulls the latex below and he will have to remove surrounding tiles and relay sub base first. Plus i will need to see if i can buy a few tiles or whole box which is quite expensive.  Floor was in the house when we moved in.    
Appliances direct have said i need to raise a claim with arrowxl which i disagree with as arrowxl were employed by appliances direct,  i dont know if they could have something in their T&Cs and therefore im sure arrowxl will just deny or not respond.    




thanks

What has being "gay" got to do with the delivery people or is that a typo?

As for the floor as it's old and was in the house when you moved in you I can't see why you don't try and clean it up if possible. Don't think you will get a new floor out of them.

You seem to be ok with the damage to the if you get 20% off. Uhm?

A new door will require somebody to come out and fit it so AO may just give you a replacement and take the damaged one away.

Have done a price check for a new door?

I also can't seem to work out where the damage is in relation to what will be showing when the appliance is installed.

A better picture of the appliance showing top to bottom may give people a better idea of what it looks like.

meant guy not gay.   the floor was installed 3months before we moved in so its brand new and unmarked and still under warranty but not for damage.
new door is about £190 on various parts websites including bosch

So new door nearly slightly less than 25% of what you paid (someone will be along with correct percentage).

Not sure if you mentioned it but why did you not refuse the item when you and the delivery people noticed it or was that not an option?

Apparently it's not a option from courier I had to call appliances direct and arrange a return.  

Just call them and get a swap sorted and that will save all the hassle with trying for compo and if not swapping the appliance getting a new door.

I will ask again did you or the delivery people not notice any damage to the plastic or the cardboard that was wrapped around the appliance.

That is if you were there when it was unpacked in front of you.

pete1975

Ive just had the claim from the courier company rejected... 

Feel a annoyed at that response,  there was floor protection,  the same floor protection that was used for the fridge when i took it out,   and then states the damage was already on the floor is a complete lie.   
If the guys thought there was no protection why carry on ,  im not sure what protection there is for dropping something that heavy maybe rubber mats. 
Do i have to go through the appeals process or can i raise a small claims against them

Jumblebumble

pete1975 said:

Ive just had the claim from the courier company rejected... 

Feel a annoyed at that response,  there was floor protection,  the same floor protection that was used for the fridge when i took it out,   and then states the damage was already on the floor is a complete lie.   
If the guys thought there was no protection why carry on ,  im not sure what protection there is for dropping something that heavy maybe rubber mats. 
Do i have to go through the appeals process or can i raise a small claims against them

David must be a bot surely because
How did the crew manage to notify the depot about existing damage before delivery?
I suggest you ask David the Bot exactly how this notification was made
Did you actually sign a damage waiver ?
Why would the crew be concerned as to whether you had signed such a waiver as surely everyone would be made to sign a waiver with the Vendor before delivery was agreed?
Davids response has more holes in it than a swiss cheese

Boohoo

So you took the old fridge out before the new one was delivered?

Are you 100% sure that the floor covering you used in the old fridge removal had protected the wooden floor and there was no damage done during at any time you and someone else removed the fridge from the housing and taking the fridge out of the kitchen to another room or outside of your home?

Too late for you now but I got in habit now of if any work people or deliveries that need to enter my home I take photos and videos of my place just before they enter so I have proof of any damage as I have been caught before years ago.

Alderbank

You can't sign away your statutory rights under consumer laws or in negligence.

Not even if they have a paper signed in your own blood saying 'I hereby permit and authorise Company XXX to wreck my house.'

Their claim that the floor was already damaged though needs to be taken more seriously.
I would expect that they came in, surveyed the route of the fridge (as required by the Manual Handling Operations Regulations 1992), noted the damaged floor, photographed it and discussed with you that the floor might be further damaged and did you still want to go ahead?

If they did all those, that might explain what the waiver is.

Is that what happened?