I have been appalled by Laura Ashley's customer service - shocked!!! I have been trying to resolve an issue and have so far been on the phone for 4 hours to al their 0871 numbers! The wait times are unacceptable and NO-ONE calls you back... I wish I had never bothered with the order, the hassle has been unbelievable and the pleasure has been completely taken away. I just want to cancel the order and go to M and S where they are at least known for good customer service... I have also read so many similar stories and am now concerned about the quality too. What a tragedy for a store that once had a great reputation - I won't be going back and will be cancelling my santander card too!
I bought 2 kingston sofas in July 2009. In September I noticed a swell in the centre of the larger sofa seats. They became uncomfortable to sit on with little support unlike the smaller kingston sofa. A technician who works for Laura Ashley checked sofa and informed me that because the sofa is slightly larger the pads have more room to spread!! They do not put extra padding in to compensate!
In my opinion as well as 11 other people who have sat on the sofa they should have put more padding in, it is so obvious to see and feel the difference from the other sofa.
Customer service didn't want to know and said it was due to the way I maintained them - because the technician said there was no fault!
I went to the FIRA and got an independent report and he said exactly the same as the Laura Ashley technician - which struck me as a little odd.
I thought buying 2 sofas exactly the same apart from length would feel and support in the same way.
Both technicians agreed the pads looked and were different but said it was irrelevent as the weights were correct!
I will never shop in Laura Ashley again, I found they couldn't care less - there customer service skills leave alot to be desired.
PLEASE be aware that when you buy 2 sofas of the same style and one slightly longer than the other they may not look - feel- and support you in the same way.
I am now left to have the pads on the larger of the 2 sofas re filled.
I have only had the sofas since July, 4 months old and the pads after sitting on them look like my old sofa which I had for 15 years!
I have just today had delivered two sofas from Laura Ashley. After the delivery men had left I noticed one of the sofa's feet was broken and crushed. When I rang to complain I was told that they would send a new 'foot' through the post for us to fit ourselves. Given that my husband is 70 years old and has a back problem, this is not possible. How can they sell faulty and damaged goods and then expect you to repair them yourselves. This is disgusting customer service.
had a roman blind made few years ago which now needs to be relined but they do not do this service considering i spent alot of money on my whloe room done out of just laura ashley i think this is discusting as it will mean that if i cant get this doon then my whole room design will need to change costing me alot of money and all they could say is they still do that pattern but a new one would cost £365.00 which i refused to pay i am very dissapointed and feel let down by this as if they can have them made up in first place then it would not matter if they put a new lining on to what is still a very good blind .
recently we've spent £2700 with laura ashley on our home furniture and curtains. one of the curtains were stained with a black mark, so we contacted to laura ashley costumer services and they messed us up with collection of faulty item for 3 days and now it has been more than 2 weeks since they took it away...the person who is responsible for is Cathy Chance but she is never at hers desk and she never returned my calls. we are not happy customers and i don't think i would rush out of my feet to spent any more money with laura ashley
Extremely poor service. The staff are poorly trained, they have no customer relations experience. The...
When I tried to contact Laura Ashley Customer Services, I emailed them and got no reply. I emailed again and...
We ordered Roman blinds. When the order arrived, some two blinds had the beading missing. Few blind had the wrong colour backing. One blind had beading thread comomg away from the fabric. this was all very poor quality workmanship. Obviously no quality control checks are carried out. We had return these to their head office. By then we were told this fabric is now discontinued and offered us £50 comensation. We could not beleive this.
Their prices highly inflated, and does not offere the quality and service for the price. LAURA ASHLEY IS NOT RECOMMENDED.
I ordered a Laura Ashley 2 seat sofa and a sofa bed from Laura Ashley and I received a call telling me the delivery date, a text message conforming delivery and I also called the day before delivery to confirm that the delivery was happening. All was OK and the delivery was scheduled for between 1 and 4 pm. After waiting 7 weeks for delivery the Laura Ashley delivery truck finally arrived. Low and behold the sofa bed was missing. I called Laura Ashley and they did not know why it was not on the truck. They seemed very defensive and non-appologetic, they said they would call me back, which they did not. I called towards the end of the day and still no news. I called the followig day and they said that the sofa bed was late getting into the depot and was not loaded onto the truck. I asked if it is in the depot now and they said it was. They said that they can get it delivered to me in 6 days! 6 days. I said if it is in the depot and you have trucks why do I have to wait 6 days to which they had no answer! Discusting service. Mistakes happen this is they way of the world but when a mistake happens a good company pulls out all the stops to rectify the situation. Making me wait another week with no reasonable excuse is not good enough.
we bought 12 rolls of wallpaper from laura ashley and also paste as advised. we had this hung by a profesional decorater.and the next morning it had shrunk and was falling from the walls. the instuctions were followed to a tee . We sent samples to laura ashley for testing who after 5-6 weeks and several unreturned phone calls said it was not there fault and would not take any responsability. this has cost us a fortune and they did not even offer a good will gesture. We are hundreds of pounds down and still have no wallpaper our staircase was supposed to be beautiful and it is an eye sore. We expected a better respnse from a company like this
I bought a Padstow large size sofa (catalogue price £1100). It was delivered November 2008. The seat cushions sag towards the centre.
I complained to a very defensive Customer Service Department and was told by a visiting 'technician' that the sofa met 'specification'. A letter followed, saying that they were 'not responsible' for their sagging sofa and if I wished to pursue the matter further then I could pay an 'Independent Test House' of THEIR choice to submit a report!!!
They can't really loose can they?
I used their design service in June 2007, and spent £7000 in total on furniture, curtains, cushions and lamps. Never again. Things arrived damaged, curtains were the wrong size, (made to measure supposedly) things were missed off the order, replacements were wrong - I could go on.!!. NOBODY would take responsibility, e mails were unanswered, I spent hours on the phone and call center staff couldn't even find my order. I tried to send everything back but they refused. I eventually agreed on an amount of compensation and repairs - I am still waiting. Appalling. Seriously thinking of approaching watchdog as I would hate another customer to experience this dreadful service. DON'T TOUCH THEM UNLESS YOU CAN BUY IT THERE AND THEN AND TAKE IT HOME WITH YOU.
On 19th January Sales assistant told us the console table (costing £305 inc delivery) would be...
22 Jan I ordered a bedspread online from Laura Ashley (order number [protected]), an email confirmed the order and the money came out of my account. Expected delivery 4 to 5 days.
31 Jan I had neither received or heard anything from Laura Ashley and phoned customer service. I was told they had processed the order the day before (30 Jan), the stock was available and had been allocated to me and delivery would be 10 to 14 days. Unhappy I sent an email to complain about both the wait and the poor communication (you cannot track orders online and they will not acknowledge dispatch) - I got an automated response that they would get back to me within 10 days.
13 February - in response to my email (over 10 days) - I am sorry but the New Hampshire bedspread is out of stock. Unfortunately this item has also been discontinued, so we will not be getting anymore in. I have refunded the £54.50 that you paid for the bedspread.