Background
While shopping at a local store belonging to one of the top four supermarket chains in the U.K., our customer scuffed his brand-new luxury shoes, valued at £550, when he engaged the trolley’s pedal brake. After taking photos and reporting the incident, the store unfortunately claimed there was nothing they could do to compensate him.
The customer provided us with photographic evidence showing that the car park was poorly lit. Our advisor questioned the supermarket chain about the inadequate lighting, and they admitted in writing that the car park was undergoing refurbishment and the lighting system was not fully operational. Our advisor leveraged this admission to argue that the lack of lighting contributed to the customer’s inability to properly operate the trolley’s pedal.
Outcome
The supermarket issued a cheque for £550 to fully cover the cost of the shoes, which were still wearable, though marked by the damage. Our advisor resolved the case within three weeks. According to our commercial model (20% of the total value), if this had been your case, we would retain £110, and you would receive £440.
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