Laura Ashley
Reviews and Complaints

My experience with Laura Ashley has been mixed. While the products are stylish and of good quality, the customer service can be inconsistent. There were delays in delivery and resolving issues. It would be great if they improve their communication and service efficiency.

I purchased two sets of underwear from TJ Maxx in Missoula MT. I could not return them because I had worn one pair. They fell apart almost immediately as if held together by glue. The writing came off of Laura Ashley. I was very disappointed with the quality, price, and lack of customer service. I was out $30 and had to shop for other panties. I didn't keep the receipt because I couldn't use it for a return.

I have 5 months to live,my. ,daughter fell in love with it straight away all the way through Lou us trades be the one that I was buying when we set it up it's a completely different one that I ordered I spoke to customer services smiling she was absolutely rude I am totally disappointed by your service what can I do

I purchased this sofa 2 years ago and have now discovered that the springs have come through the fabric at the back of the sofa.
The sofa has hardly been used as it is more of statement piece of furniture so there is no wear and tear as such.
I would really appreciate it if you could come and examine the damage and arrange a repair.
Many Thanks
Lesley Woodland

Order number: [protected]
Fabric finish : Anneliese Seaspray.
Delivery date :12/07/2019

lesley.[protected]@gmail.com

Stores closed due to covid19
Tried to use vouches online - no option
Telephoned to use vouchers and told - no option you have to post them in with your order.
Posted vouchers with the order recorded delivery which is an additional expense
Low and behold one week later laura ashley send them back!
With a compliment slip say - sorry due to administration we cannot accept gift cards at this time.

Dear Sirs,
About 3 weeks ago I purchased 3 "Laura Ashley" brassieres.
The straps began to rotten as of the first use. Specially in 2.
I returned to the store with these products but at that point I had not kept the receipts with me nor the tags or bags, and I was told that without the receipt they coulnd't do anything.
Therefore, I would like to know your ideas on this matter since I have obviously lost my money. Thank you,

Flor Franklin

Minnetonka, Minnesota, USA

I Have been a Laura Ashley fan for many years. But over the past two weeks I have been pushed to my limits and I I will never order from them again. They have messed me around because dinner service team do not care I was passed from them to after sales and had to wait in total and hour to talk to somebody who then refuse to talk to me when I told her how rubbish the service was in no uncertain terms. I called back but once again I was quickly fobbed off with a refund rather than investigating where my parcels actually have gone to and how can they claim they have been delivered but I have not received an email or any correspondence from the day that I ordered them. Your customer service team Laura Ashley should be ashamed I always associated Laura Ashley band As a good UK company. I have change my mind I will not be purchasing again from this terrible unprofessional and caring service. It is not okay to treat people like this having taken the money off them.

I'm a Laura Ashley costumer for many years and I was shocked visiting your Reading, Berkshire Branchat Brunel Retail Park after work yesterday evening (thursday 18/07).
I arrived 6.45pm with my husband to buy a couple rugs I had seen on your catalogue.
Firstly, the very young store front staff were chatting loudly about their private lives and shouting at each other from one corner to the other end. Completely unnecessary.
Secondly, we were shoved out the door at 7pm sharp by the abrupt manageress because she wanted to close down and leave 7 o'clock on the dot, not even one minute later. We had to drop everything and just leave! So we were told.
This shop has always been open until 8pm on thursdays, this info has not been updated online and I was quite surprised, but fair enough.
On the way down the stairs I politely asked her if she has got any more of certain rugs in stock because I couldn't find them besides the very filthy rotten display one. She abruptly did not respond my question and just told me that I have to leave, the tills are closed, she can't check anything.
I can only assume this is the store manager, as she was the most senior person in there.
I'm not sure how your staff selection works but I can only advise if you hire unskilled staff please at least train them to a in minimum level of customer service and courtesy. I don't intend to ever come back to this shop and will buy my rugs at John Lewis instead.
Considering the high price tag of your shop, I would expect much better than this and definitely not being shoved out the door abruptly because your staff wants to go home.
I have received better costumer service thann this in Poundland.
By the way, please tell your staff to clean the shop once in a while, everything was very dusty, floors sticky and the display rugs were absolutely FILTHY to a point of discolouration and human hair infested. Not a very good point of sale Laura Ashley!

Today 17th May 2019 I phoned Customer Service regarding my order ref no [protected] at around 2.55pm.The call was answered by Sarah, I informed her that I had received an email on 30th April confirming my order had been despatched to my Broadstairs branch, I had visited the branch on Monday 13th May to be told that they had not received my order, Sarah said she would ring the branch, I remained on the line until I was cut off, I phoned back and was asked the nature of my enquiry again, I asked where Sarah was and was told she had gone home!great service I said, more important to go home than to handover a call to a colleague...I was then passed to other departments who dealt with my order superbly...Why did someone not pick up that my order had not been processed? Why did I have to chase up as to what was happening with my order, which had been payed for over well over a month ago?What allowed Sarah to think it was OK to leave a customer on the line when she is payed to give great service, she failed me, she failed Laura Ashley, a store I have shopped with for many years, a store I have only ever received great service during these years...

I look forward to hearing from you..

Kind Regards
Helen

I was pleased to find and purchase all cotton panties from Laura Ashley a couple of months ago. Without excessive wear or washing, it is extremely disappointing that the elastic band is separating from the cotton panty, evidence of a lack of quality and craftsmanship. There were three total that were sold together. I do not know how to attach a photo or I would. They are white with black fleur de lis or other design on them. If they can be replaced, I would be grateful for another try.

I bought the mattress two years ago and now it only gives us backache and doesn't go back into shape. It is really disappointing. When I phoned up Customer services today they said I need to send pictures - it is a mattress! you can only feel it! The company doesn't take responsibility for products that don't perform. We had our last mattress 10 years and changed it because it was gone but it was not a LA one, and I never buy one again.

We have purchased two daiper bags as listed above and have paid 79.99 for both bags at baby's r us and within 3 months of use bothe bags tore from the zipper area same area to b exact ... From trying to purchase a nice beautiful bag and information provided was that they are very sturdy and durable bags .. My wife and I are very disappointed after spending 160 dollars for daiper bags that haven't lasted for more than 3 months ... Is there any warranty on bags and if so where can we send them for replacement or for fixing the issue ..

I would like a postal address please so that I can send photographs along with my complaint.
I refer to a made-to-measure roman blind from Laura Ashley that has been badly made. When pulled up the pleated bundle is 25 cm. long on the right hand side while on the left side it is 30.5 in length. Of course this means that the blind is sitting at an angle. It remains at an angle for most of the drop down and resolves, to a certain extent, while fully down, i.e. the angle of the blind is more horizontal. However the bottom edge is still quite uneven. The bundle of pleats, when raised cannot be seen as Roman Blinds should. The blind was treated as instructed when it was unpacked and prepared for use and it is hanging on a brand new window. I honestly thought that after hanging for a couple of months it would right itself. I now realise that it is just very badly made!
I had hoped when I hung it in my beautiful and very expensive new kitchen the blind would finish off the decor with style. I find myself apologising for it to every new visitor. In fact I have bought matching items: bar stool cushions, a large shade for my standard lamp, mugs and even tea cloths. I am so disappointed!
I have bought many Laura Ashley items over the years, both in clothing and in furnishings and homewear. I have bought many gifts for others.
I do not make a complaint lightly and would ask that you, too, take this seriously. I would like you to act professionally and resolve this issue, in spite of the awful reviews about your after-sales service. I would like you to address this for me so that I could continue as a loyal and regular customer. Please allow me to share my photographs by giving me an address to writ to.

Thank you,

Sandrina Lawson ([protected]@hotmail.co.uk) (Tel: [protected])

I have just paid a lot of money for this item and it is very poor quality,
It creaks every time you sit on it and when the man they sent to have a look at this sofa he told me it was the fabric that was the problem not the sofa, he said, he thought it was o.k to sit on even though he agreed about the creaking noise that comes from the sofa every time you sit or move on this so called quality sofa,
I have spoken to Laura Ashley customers service team a few minutes ago and told them this was not acceptable, waiting to here from then, but I will write another Reid once they get back to me

Horrific customer service! NEVER buy from them.
Bought a £500 coffee table that never got delivered on the scheduled date. Spent the entire day at home for nothing.
As I haven't another day to waste I had to cancel the order.
I've been trying to get my money back since and they say they can't refund me until the table is back from the delivery company into their depot. They have no idea when that's happening nor does the delivery company.
In the meantime I remain without the money, the coffee table and a days work lost.
It's not my fault the delivery company didn't do their job hence I shouldn't be the one waiting to get a refund.
No effort is being made by Laura Ashley to sort this out. Appalling

I purchased this amazingly beautiful quilt set from JC Penny, who suggested I contact you. I love, love it ...color perfect. Today I washed it for the first time. Cold Water/Cold Rinse ... dried on low/less dry in 20 minute intervals. So disappointed. Must of shrunk at least 3 inches. Doesn't even meet the wood frame anymore. We designed the bedroom, curtains, pillows, sheets, etc. around this quilt and now it looks terrible. I paid a lot of money for this item and the description said it was prewashed. I just wondered what could be done to rectify this situation.
Thank you. Cheryl Cohan [protected]@verizon.net

Hello! I bought these shoes for my daughter and she's worn them just a few times (literally- maybe 3 because they were purchased to be worn as dressy sandals, or to be worn to church) The thong part between her toes completely ripped out today. I typically don't complain, as I would rather just fix it myself.. but there's absolutely no way to fix these. I would expect this to happen in a cheap pair of flip flops, but not a $20 pair of sandals! I'm hoping there is something that you guys can do to make this right, especially since they still look new. Thank you for your time.

Order No [protected]

I made a mistake with the colour of fabric to be used for a ready made roller blind. When I realised my error I emailed asking to change the fabric. I was told this was not possible. I then asked for the order to be cancelled. I was told I would have to pay a 25% cancellation fee. I was told that the fee was payable as I did not request cancellation within 6 days of placing the order. I did not want to cancel the order, all I wanted was to change the colour of the fabric.

I sent my original request 7 days after placing the order. I am now faced with a dilemma, either accept a blind I don't want as the colour is incorrect or pay an extra 25% to cancel the order.

What I don't understand is, the delivery date for the blind is 7 June. I asked for the order to be altered on 21 April. Surely there was plenty of time for the order to be amended, but that would mean them actually trying to help a customer.

I bought this cushion when it was half price, (£25), after admiring it for some time. I also purchased lamps and pictures in the same colour range. I don't have a receipt as it was some time ago, however I am so disgusted at the disintegration of the fabric for what was a £50 cushion I felt I have to send some photos to show you and as a regular customer I would love a replacement if one is still available. It is perfect and ties my whole room together, therefore I am very disappointed. Please see photos.

Order [protected]
Case [protected]
I ordered a bed and mattress in July and was shocked to be given a delivery date of November 5th... 3 months later. I have just been contacted to say it will be the 25th. If you cant provide the goods don't accept the order. I was going to go with Next and I wish I had.
Since you haven't honoured your delivery date I expect a refund of 15 % as soon as possible.

Yours
Gwynneth Watson