Dear Mr McHugh,
Thank you for your email.
I am not sure there is much more I can add that which has already reported to you and your colleagues other than to advise that I had a cabinet maker friend to the house yesterday and he advised that the split in the side board was very likely to be progressive. He further advised that all the cabinet maker he knows understand the importance in cutting wood straight, reference to the TV cabinet's squitn shelf. He agreed that these items were not suitable for their intended use/purpose. Furthermore, we have now received Tesco Mastercard's Section 75 questionnaire and await same from Bank of Scotland (Visa). As previously reported to you as you have refused our proposed compromise then we will be using these sources to recover all our monies from you; this action being additional to the Small Claim Court Action to be raised against Oakfurnitureland at Haddington Sheriff Court later this week. The purpose of the court action being to recoverall costs from you in relation to our wasted time waiting for the repeated delivery of faulty goods & multiple related communications, the loss of use of our Living Room since the first delivery (on-going with no end date yet determined - we have not yet been contacted by your delivery company), any costs not recovered under the Section 75 claims by Tesco (Mastercard) & Bank of Scotland (Visa) and all costs involved in raising the court action against you.
Moving on, please be advised that I find your choice of words so misleading that they are considered insulting & arrogant e.g. you describe the original order as 'not perfect' when you clearly know that the original order was far from perfect, it was appalling; with one cabinet being in bits and the other had multiple large cracks. I acknowledge that your comments may be the result of your developing loss of perspective of what is acceptable... I also believe that your general approach is one of calculated arrogance and please be clear this only underlines my determination to hold you to account for your poor service.
It is a real pity that you do not understand that the goods purchased from you came from ranges that you actually give a defined name to and it is therefore inherent that these items have been designed to be sold as part of a range or, individually. As we purchased multiple items then it is clear, to any fair and reasonable person at least, that these have been purchased to match with each other. Therefore, should we not be able to source replacement items that match then our entire purchase, bed aside, is deemed unsuitable. It is also further noted that you have omitted to consider the reported (weeks ago) damage to the dining roon chair. This was shown to your so called 'expert' but he refused to consider it as it was not on his worksheet, your error not ours. As we have not heard anymore from you on this item we therefore believe that you have no intention in resolving this either.
I totally reject your comments regarding your actions in relation to Trust Pilot. By way of an example, I was in detailed correspondence with your complaints department when you wrote to Trust Pilot. Legally, the onus is on you to check if I was one of your customers before suggesting otherwise. I see no point in continuing this line as those who can hold you to account have been advised of your actions and they shall take matters forward as they see fit. Interestingly, I note your policy of trying to limit negative reports continues. I trust the Office for Fair Trading are also keeping a close eye on you prior to taking action. I am keen to be open and transparent and therefore advise that I intend pasting our entire email chain on each of the review sites that currently feature Oakfurnitureland complaints. As you know there quite a few and most are not as accommodating to you as Trust Pilot have been to date.
IN CASE TRUST PILOT OR OAKFURNITURELAND WISH TO DISPUTE THAT I AM AN ACTUAL OAKFURNITURELAND CUSTOMER MY ORDER REFERENCE IS OFL-861233.
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