A customer's claim against Waitrose, following a car park incident involving a runaway trolley, took an unexpected and prolonged turn. In September 2023, a Waitrose partner lost control of a trolley, which subsequently crashed into a customer's car, incurring damages amounting to £5,000. The incident set off a sequence of events that left the customer facing doubled insurance premiums and a £1,000 excess payment on their policy.
Waitrose's handling of the claim revealed several complications. The retailer changed the insurer responsible for the case three times, which contributed to a delay of 15 months before the claim was addressed. During this period, Waitrose declared the customer partly at fault for the incident without offering any explanation. Despite these setbacks, the customer's claim was eventually resolved, with Waitrose's insurer accepting liability after the customer initiated the claim through their own insurer. The resolution came swiftly within two weeks once liability was acknowledged.
"We work hard to meet customers’ expectations, so we’re very sorry this claim took longer to settle than it should have done," said Waitrose in a statement.
In an attempt to make amends for the drawn-out process, Waitrose offered a £200 gift card as a gesture of goodwill. However, questions regarding Waitrose's behavior during the claims process remain unanswered. The retailer has been noted for its history of avoiding responsibility in costly claims. This includes an earlier incident where Waitrose initially promised to cover costs for a customer who cracked a tooth on a bone in one of its meatballs. Ultimately, Waitrose changed its stance and refused to cover the costs 11 months later.
The handling of such incidents has raised concerns about Waitrose's commitment to customer service, particularly in situations involving significant financial implications. The lack of transparency and delayed proceedings have left affected customers with financial burdens and unanswered questions.