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Laura Ashley / damaged sofa

1 United Kingdom

I bought a leather 2 seater sofa from Laura Ashley two years ago. It was a display model and bought as seen. Fair enough I thought, buying from Laura Ashley is buying quality. Even with discounts it was just over £800 worth of beautiful leather sofa. The sofa looked great in our new lounge in the new house that my daughter and I had just moved into.
Now, 2 years down the line, in November 2009, we were sitting on said sofa when it slumped down at one side. When we looked the basic wooden frame had collapsed and the springs had popped up on the seat on that side. I was horrified as there was no way I could afford repairs!
I wrote to customer services regarding the problem and after a month they replied asking for more details. I couldnt find the receipt so they asked for evidence on the bank statement... duly sent. Another month passes... they couldnt find the entire thread of communications... asking for photgraphs next, I thought we were getting somewhere... the gentleman replied..
'its obvious you are having disappointing issues with your sofa.. I will refer on to relevant department. (We are still in the meantime unable to use said sofa)
Another month passes... 3 e mails from me asking for progress... finally a reply today...
'there is no evidence of any issues that existed with the product at the time that the purchase was made and as ex display are sold as seen such records are particularly important in these situation'
So here I am.. lumbered with an £815 leather sofa that I cannot use and a very bitter taste in my mouth... a repair would have been great, I wasnt expecting a new one!!
Laura Ashley need to look into their customer relations .. I was under the impression that I was buying quality.. well I wont be shopping there again!!

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