Yes, I can imagine they did laugh at someone who phoned up to tell them that! As I said I'm not going to make this personal.

Yes I am aware that he is a partner, but everybody that works for Waitrose is a Partner, there are something like 74000 partners in the John Lewis group, so I don't attach any particular significance to this. If somebody feels its important to name the individual then look him up on the Internet and add it to the post. My issue is with John Lewis, I am not prepared to make this matter personal.

I'm truly grateful for all the help and support I've received on the forum, it's been extremely valuable. I really appreciate the time that volunteers put into providing support, I would recommend the forum to other people as a very valuable resource. There's a saying "don't shoot the messenger". I'm dealing with the messenger who probably deals with irate customers every day. To name the person would serve no more useful purpose than naming the person in a call centre that I have to deal with in regard to a difficult claim on my home or motor insurance. The person I'm dealing with has no choice or influence in this matter, they are constrained by an internal process. There is absolutely nothing to be gained by "naming and shaming" the messenger in some kind of public vendetta against a person. However everything you say is true about the company John Lewis and I will certainly be posting very negative reviews on as many review sites as possible when we win this case. The most precious thing that John Lewis have is their reputation and damage to this is much more likely to change attitudes at the company. I will also write to the CEO leaving her in no doubt as to what I think of her company and their handling of this matter. I only ever tip for service at a restaurant and unless I think the 15% is warranted I ask for it to be removed and leave my own tip if appropriate. Similarly if I had a bad experience at a restaurant such as cold food or poor quality food I wouldn't publicly name the waiter. I disagree that I'm causing a problem for the majority by not naming an individual at John Lewis, my claim and dissatisfaction is not with an individual, it's with a company and I will do everything I can to make sure that people know how John Lewis treat their customers. Do you have any other comment on the email from John Lewis that I posted here yesterday?

I'm not in dispute with an individual. I'm in dispute with John Lewis. I do not have anything bad to say about the individual involved as they are almost certainly just following a flow chart, a process, they are not permitted to make any decisions, just to follow the process. It's not unusual for a company to have a policy of refuting any claims over a certain amount in the belief that the claimant will just give up and go away, if that's the case they have chosen the wrong person because I will not give up until they have paid me what they owe. If anyone is interested to know who this person knows I'm sure a search on LinkedIn will provide the information they're looking for.

Yes I do have his name, I've redacted all names in posts that I have made.

I received the following email from John Lewis today: Thank you for your letter dated September 1st, and the further feedback provided. In an effort to resolve the matter the offer I was authorised to make, as outlined in my email sent on August 7th 2023, was an £865 cheque in full and final settlement of your claim. We advised the offer would remain open for a period of 21 days and, if we had not received acceptance within this time, that the offer would be withdrawn. I can confirm that as of close of business on August 28th 2023, as we didn't receive your acceptance of our offer, that this has now been withdrawn. We do now consider the matter closed, and have nothing further to add to our previous responses. You are of course free to seek your own legal advice if you do not feel the matter has been adequately addressed. Kind regards Partner & Director Relations Case Manager I don't think they have processed the Letter of Claim yet but I don't see it changing anything, so I will be drafting the Court documentation over the next couple of days

Many thanks, I don't think I'm very likely to give up

Many thanks for your help. I have read the steps involved but I'm really struggling to take in all the information and I apologise for making some schoolboy errors. I have amended the notice of County Court action period to 14 days. Date xxxx Dear Sir Re: Letter of Claim Ref:xxxx We write to you confirming details of my claim against you (John Lewis). We ordered a Samsung RS68A8820S9 Fridge Freezer from you on 17 June, order no 404298754. Delivery was completed on 28th June, at the same time your delivery agents removed our old fridge freezer. During the process of removing the old and delivering the new fridge extensive damage was caused to our kitchen floors by your operatives. The damage caused was deep scratches and gouges approximately 7 metres long. You originally proposed a localised repair without providing any supporting evidence, however you are now offering only a settlement figure of £865 including compensation of £150 as “good will” I have taken the advice of the original flooring contractor, the manufacturer of the flooring and a second flooring contractor, each of whom have clearly stated that repair of the flooring is not possible and that replacement is the only repair process available. As no localised repair is possible, I hold you entirely responsible for the damage caused and for all costs involved in repairing the floor including its full replacement. My claim against you (John Lewis) is £6675 comprised of: – Replacement flooring £5537 Alternative accommodation £820 Compensation £300 Recorded delivery postage £12.05 In support of my claim I provide the following information Quotation for repairs from xxxx Inc. statement that the floor is irreparable Alternative quotation quotation for repairs from xxxx Email from flooring manufacture that repair method proposed by John Lewis is not valid 2x details and prices for suitable alternative accommodation for the duration of repairs Receipts for Recorded Delivery costs incurred so far. If I do not receive confirmation of payment of £6675 from you within 14 days I will start County Court action against you (John Lewis) Yours faithfully Mr xxxx

Thank you

I have accepted your changes and added a response time of 7 days which I will confirm with a date 7 in the final draft. Is there anything else I have missed?

Thank you for all your help so far, here is our Draft Letter of Claim. Date xxxx Dear Sir Re: Letter of Claim Ref:xxxx We write to you confirming details of my claim against you (John Lewis). We ordered a Samsung RS68A8820S9 Fridge Freezer from you on 17 June, order no 404298754. Delivery was completed on 28th June, at the same time your delivery agents removed our old fridge freezer. During the process of removing the old and delivering the new fridge extensive damage was caused to our kitchen floors by your operatives. The damage caused was deep scratches and gouges approximately 7 metres long. You originally proposed a localised repair without providing any supporting evidence, however you are now offering only a settlement figure of £865 including compensation of £150 as “good will” I have taken the advice of the original flooring contractor, the manufacturer of the flooring and a second flooring contractor, each of whom have clearly stated that repair of the flooring is not possible and that replacement is the only repair process available. As no localised repair is possible I hold you entirely responsible for the damage caused and for all costs involved in repairing the floor including its full replacement. My claim against you (John Lewis) is £6675 comprised of: – Replacement flooring £5537 Alternative accommodation £820 Compensation £300 Recorded delivery postage £12.05 In support of my claim I provide the following information Quotation for repairs from xxxx Inc. statement that the floor is irreparable Alternative quotation quotation for repairs from xxxx Email from flooring manufacture that repair method proposed by John Lewis is not valid 2x details and prices for suitable alternative accommodation for the duration of repairs Receipts for Recorded Delivery costs incurred so far. Yours faithfully Mr xxxx Ms xxxx

OK, The letter was sent today. Is this the website I should be joining County Court MoneyClaim? ccmcc | MoneyClaimsUK WWW.MONEYCLAIMSUK.CO.UK County Court Money Claims Centre (CCMCC) - PO Box 527, Salford, M5 0BY

Yes that’s understood. Do I need to withdraw my initial letter of claim before issuing a new one, will the old one prevent John Lewis responding to this letter?

Many thanks, looks great, I'll accept the changes, send it tomorrow and take your further advice. I'll post back here when I've had a reply (or otherwise) and with drafts of further documents. I already sent them a letter of intended court action nearly 3 weeks ago with a 28 day deadline, so a new one will supersede that.

I think this is about as close to a final draft I can get to without adding personal information. I keep coming back to the fact that the Ecomaster report is based on the wrong flooring!