John Lewis customer service

doublekite

We had a new integrated fridge freezer delivered and installed by John Lewis in July. During installation the fitting team dropped one of the doors on the adjacent worktop causing damage to the edge of the worktop. They said JL would call to sort it out, but it was 5 days before we got an email offering £250. There was no way such a worktop could be replaced for this as cupboards above would need to be dismantled and the worktop is in three sections bolted and glued together. We declined and were requested to get 2 quotes for the work which came in at £1650 and over £1800. JL increased their offer to £350 as a final settlement! How they expect the work to be done for this left me speechless. No explanation for this offer, it was obviously plucked out of the air. I asked for their Public Liability insurers details, they declined and said the matter was now closed but we could take them to court if we wished. They no longer reply to e mails and I cannot engage with their Legal Team unless legal papers have been served. What do we do now? See less

born_again

Send a letter before action.

How old is the kitchen worktop, as you can not expect to get a brand new worktop to replace a old 3 part one. They will just be looking at the damaged part being replaced or repaired, depending on age.

MyRealNameToo

https://forums.moneysavingexpert.com/discussion/6680906/john-lewis-customer-service

Generally speaking you are entitled to be indemnified, ie put in the same financial position that you were immediately before the incident. Obviously its hard to work out how much someone would have paid for the kitchen immediately before the damage and then again immediately after the damage… people dont tend to sell kitchens as a standalone thing and realistically its not going to significantly move the needle on selling the house.

As such the courts generally accept that the cost of repairing something is a good enough yardstick as to what the reduction in value is. I know many subject matter experts who are spitting feathers when they hear that but thats by the by, the case law is well established.

Unless the kitchen was brand new you are not entitled to a brand new worktop. Even if it was brand new it would seem fairly improbable that the whole lot has to be replaced and that the undamaged sections couldnt be reused.

What is the worktop made of? Natural stone? Plastic (aka quartz)? Wood? Have you had a quote for a repair rather than replacement?

Alderbank

What is the worktop made from?

How extensive is the damage - any pictures?

I suspect that JLP are looking at a repair by a skilled restorer.

Woodstok2000

Have you had a quote for repair of the worktop (rather than replacement)?

MattMattMattUK

Also, how old was the worksurface?

I asked for their Public Liability insurers details, they declined and said the matter was now closed but we could take them to court if we wished. They no longer reply to e mails and I cannot engage with their Legal Team unless legal papers have been served. What do we do now?

They made you an offer, you refused the offer, that is the end of the customer service process in this instance. In relation to this part, you have two choices, send a LBA, then a court claim, or forget about it.

Aylesbury_Duck

There are companies out there that do hard surface repair. I know of one (a company called Magicman, but there are plenty of others) who will give you an estimate based on description and photos. Some of the repairs these companies can effect are amazing - I've seen a bathroom sink that had had a hole smashed in one side of it repaired to a point where it wasn't noticeable. I'd get in touch with such a company, get an estimate of whether a repair is practical and at what cost, and see how that stacks up. It may end up within the £350 you've been offered.

If you don't want to do that, or if a repair isn't practicable, your next step is to take them to court. Bear in mind that if a repair is practicable but you just don't want it repaired, I don't think you'll succeed in court.

tacpot12

If you have home insurance, check to see if you have legal expenses cover. If you do, call the legal helpline provided by your insurer for advice on how to proceed with John Lewis.

MyRealNameToo

https://forums.moneysavingexpert.com/discussion/comment/82114333#Comment_82114333

Missed that bit… PL insurance is to protect them not you. It is purely their choice if they decide to hand matters over to the PL insurers or deal with matters themselves.

Secondly, on a corporate policy for an organisation the size of JL you would expect them to have either an excess of £0.5m for any one claim for an aggregate excess of somewhere between £2m and £10m so a claim for £1,800 isnt going to be covered by their insurance