John Lewis - How to escalate shocking customer service? Advice needed.

stuhse

Cocoleaf said:

. Any advice on what to do next would be gratefully received.

My view is this is an unfortunate incident not shocking customer service. You seem to accept the weight fell out so I'm guessing you saw it; you didn't suspect the machine was dropped. The delivery men couldn't have reasonably expected this to happen, and it would seem it wasn't their fault.

 You say your tiles are new...that's handy because a replacement tile should easily be available that will match.  Remove the rest of the broken tile and replace it.  If DIY isn't your thing get a friend or relation to do it, it only an hours job. One unfortunate incident doesn't turn a good firm into a bad firm.  The only people whoo never get anything wrong, are people who never do anything. If you want something done in your house you can't always export all the risk. Insurance is there for serious expensive issues,  but this is hardly the end of the world.

daveyjp

Alderbank said:

Had somebody been trying to fix the machine?

The two concrete stabiliser blocks are each firmly bolted to the drum with three large sturdy bolts. It would be unusual for all three to shear or unscrew themselves.
The same would apply to the motor which is similarly bolted to the spider.

Thats exactly what happened to our last washing machine.  One of the concrete blocks failed and shook itself into dust during a spin cycle.  It made it easier to move as all the concrete was in pieces under the machine.

screech_78

And this is what retailers are dealing with. Customers who cannot take responsibility for anything and then fabricate a story - smashed up your house? Really? From one cracked tile?! 

And, people think service from certain companies is going downhill. Not really, they’re just fed up of being taken advantage of by unreasonable customers. 

km1500

life is not a bowl of cherries

stuff happens

Ayr_Rage

They don't use trolleys in homes for the obvious reasons stated by others.

It is just an unfortunate accident and would likely have happened to anyone moving the machine that had disintegrated internally.

One broken tile isn't the end of the world and can be easily replaced, it is certainly not a case of  "smashed up my house" and they are not liable unless you can prove negligence,