Laura Ashley
Reviews and Complaints

Hi I purchased a sofa from Laura Ashley which was a light grey. I was advised to take out a guardsman cleaning insurance on the sofa as it was so light I did so at a cost of 150.00. The sofa has now some small marks on it and general wear so Laura ashley told me to phone the cleaning company. I did and basically was told I am not covered only for accidental damage. I am covered for accidental damage on my own insurance so why would I pay the absorbitant 150.00 for that. They were extremely unhelpful saying it was Laura Ashleys fault for misrepresentation. Laura Ashley then blamed Guardsman saying complain to them. I feel you are selling a non reputable product in guardsman go into their website it is full of complaints about accidental damage too everyone is fuming including me with Lura Ashley and guardsman

I have just had to cancel my order at Laura Ashley after waiting 6 weeks for the mattress to be made. The problem is that they just don't accommodate the working person when it comes to delivery. The don't deliver weekends or evenings and as I work 9-5 pm, Mon-Fri I had no alternative but to cancel. The delivery team and customer services were not helpful and I cannot believe the speed that they gave me my money back. For a store that constantly has a sale, I find it unbelievable. They will be the next BHS! I shall go and take my custom elsewhere.

I ordered some items from Laura Ashley, most of which received at the same time but two coffee tables didn't. In the main order there was a delivery note with a clear 28 day returns policy. When the tables arrived (flat packed, not made to order, direct order from website) there was no delivery note inside. They arrived the night before I went on holiday so first opportunity I got I called their 'customer service' centre to ask how I could go about returning them. I was originally told it would cost £60 then that I couldn't return them because cabinetry was 14 days. Whaat? Apparently I should have read my T&Cs on the website more thoroughly. I've asked if they would let me have credit vouchers as genuinely had no idea about this and I'm a very good customer, was about to order a sofa but they're just not interested. I've noticed I'm getting the same sorry/not sorry responses reviewers on this site are receiving. Laura Ashley, sort it out, we are your customers.

I purchased Laura Ashley eau de nil wallpaper and paints. BEWARE! They do not match - the paints are supposed to be a pale and darker version of the same colour but they are completely different and do not go well with the eau de nil wallpaper. They were more like the duck egg blue colour on the paint chart. Not only that, the company was not prepared to accept the situation and refund on the paint. I accept that the paint was purchased 4 months ago but this was not a simple case of wanting to return it because I had changed my mind - this was a case of a faulty product. I will never risk buying LA again. I had heard that the LA paper was thin and that the paint was not great but I loved the wallpaper and so decided to go ahead. I feel that this is very poor considering that it is not a cheap product.

I bought an eau de nil wallpaper and a pot of paint with the same colour name but the paper was green and the paint was nearer duck egg blue. L A say the colours are 'within tolerances' and hence fine. They are obviously more tolerant than me - I wanted a green room not a blue one! Waste of effort and money.

I have ordered an item from LauraAshley and needed it on a certain date. Item was for my mother who was visiting me and she was supposed to leave in a few weeks. Delivery was very slow and when I contacted them they said that they need few more weeks to deliver the product. Then I asked them to cancel the order and they said that they need to discuss this and asked me to contact them back later. Then they said that it was impossible to cancel since my order was on its way. I can't say that these guys are horrible or something, but they are very unprofessional.

Ordered new set of covers to replace worn ones.Fabric unlike swatch as it had a stiff backing which didn't allow the fabric to sit well, also ordered arm covers which constantly just fall off due to stiffness. Customer services said the backing is to make fire ###ant and said they wouldn't do anything about it although I explained I was never told this would be added to the fabric.Told nothing can be done.I have since found out that now the backing as been added they are not dry cleanable and the fabric on the swatch says it is dry clean only.So I now have covers I can, t wash or dry clean .I think Laura Ashley would be mortified if she knew what had happened to company that still bares her name.

Placed an order for large rug (3635673) order number [protected] 13/12/2015 and was told they would email to advise of delivery. Came home to find the rug dumped in front garden along with the 6 cushions I ordered in the pouring rain. Unpacked the rug and after 3 weeks the rug would lay flat so deemed faulty. Called to arrange an exchange and was told they would collect the faulty rug and when back they would arrange the replacement and an email would be sent to me to advise on the delivery date. Collection done on 15th January and after 10 days I heard nothing about my replacement rug. HO Customer services very vague but they said it had just arrived back on day 10 even though it was next day delivery. As I had still not received my replacement rug and I could see that the discount period was ending I placed another order )T102408204) as a backup in case they sold out. Came home to find rug 2 'dumped in front garden by courier' and no email before hand to advise delivery. Called HO and told them the situation that 2nd rug dumped on garden and for them not to send my backup order out as I don't need another rug! They said it is being processed but had not left Laura Ashley but they are not able to stop the order. Told me to wait for the 'email' to advise me of the delivery then call them and they can arrange for the delivery to be stopped. I told them 5 time on the call not to send it out and they said this time it will be delivered by a Laura Ashley driver and he definitely would not leave it unsigned for but would return t to Laura Ashley. Came home next day to find rug 4 'dumped by courier in front garden' 3 times and not one of them stolen, nobody had signed for them and if I was not honest I would have denied receiving any of them. Called to speak to a manager as this is shocking. I was told that I can not and that I can either wait at home for a collection of rug 3 (meaning taking time off work again) or take it into my local store! A very large rug 180cm x 260cm and I am a woman! Silly suggestion. I asked for a goodwill gesture for all the telephone calls, web forms completed and no replies, interest charged on the Laura Ashley card as I was reluctant to pay the rug off fully in case they were all faulty and I had credit sitting on a credit card I didn't even want. Also, Laura Ashley printed my personal mobile number and displayed it across the large rug and left on the front garden for all to read. (Breaching the Data Protection Act). I was offered a £25 gift card...wow how insulting. When I have furnished my whole house in Laura Ashley, every soft furnishing, paint, wall paper is Laura Ashley why would I want to spend more money with them? Also, £25 doesn't seem very reasonable.I will never purchase anything from there again. Please can someone at Laura Ashley read this and come back with a reasonable good will gesture.

Whole house is decorated and furnished in laura Ashley and purchased through Crawley branch who are so helpfull. However, last room is lounge and it needed a large rug [protected]) placed order ([protected]) promised a email to advise on delivery. Nothing arrived home to find rug and 6 cushions dumped in front garden in pouring rain. After 3 weeks rug would not lay flat and demed faulty. Called [protected] and they would arrange a collection and once back a replacement. (rather of had exchange in one go) after 10 days of collection, heard nothing. Worried I wouldnt get a replacement and rug had a discount, I placed another order for the rug as back up.Called HO who said it had only just arrived back (day 10)and would arrange delivery and promised an email to advise of delivery. They promised it would not be 'dumped in garden' again.Came home from work to find rug number 2 'dumped in front garden' this time with my personal mobile number written all over the packaging for all to see. (breach of Data Protection Act) Called HO and asked them not to send out a 3rd rug as this was only a backu. They said they could not stop the order as although it had not lweft them they couldnt stop it!I would get an email to advise of delivery though, then I could cll them to speak to courier to stop the delivery. Came home from work and rug number 3 'dumped in front garden'!Although shocked, I didnt expect anything less from Laura Ashley. Luckly none of the 3 rugs were stolen from the garden and I am hnoest and reported all of them even though no one signed for the deliveries. Called and spoke to HO and they said I can wait in for a collection or take the very large rug to the store for a refund! Huge! We used a van and parked in the Crawley mall carpark and my husband who has a bad back carried it through the Mall and into the local store for a refund. They were horrified at the poor service we had experienced at HO. I have since called HO to explain as requested a goodwill gesture for all the calls, emailed, contact forms completed and never received replies to and they said they do not have to offer me anything but said a good will gesture of £25 gift card will cover it! Totally insulted and despite asking to speak to a Manager or someone in authority numerous time when I called they refused and said Laura Ashley will only ever give this. I was advised to use the Laura Ashley credit card to get discount on the original order and did so and I was reluctant to pay it off in full immediately as the rug was faulty and I didn't want credit sitting on a credit card I didnt want to use. I have now accrued interest as well. A gift card is no use to me when I have every soft furnishing and paint and wallpaper in my whole house from laura Ashley and do not require anything else. I would prefer to have a credit to the Laura Ashley credit card towards the cost of the dreaded rug!

I am a huge fan of Laura Ashley products my apartment is nearly all furnished with all there furnishing curtains rugs light bedding etc all purchased from the Archer Road Sheffield store all the staff have been so kind courteos and helpful.
My daughter bought me a grey and white Laura Ashley Italian made shirt ( knowing how much I liked the brand ) it is without a doubt the worst shirt I have ever owned after 1 wash it was limp there was no stitching on the front seams I do all my own laundry with great pride and all my other shirts ( either M and S or Jaeger are in a different league in terms of quality and finish )
I returned the shirt to customer services asking for them to pass an opinion on the garment two weeks later the shirt was returned and then after two days I received a letter saying they had examined it and there was nothing wrong wth the shirt !
David Wait

Terrible customer services from Laura Ashley
part of order missing, I rang customer services ( took ages to get through) they said I would have to make the 10 mile journey back to store to collect as someone had forgotten to pack it. Apparently they don't post things out! I have to be honest I thought Laura Ashley would be better than that, won't buy anything from them again- they're not that special. Need to work on customer care

DO NOT ORDER ANYTHING WITH THIS COMPANY!

Firstly you will wait
an eternity for your furniture - as clearly it is being made by only 1 person,
and therefore cannot be constructed quickly at all!

Secondly, when you want it delivered - good
luck! If you work Monday - Friday (as most do) then you will come up against
the inflexible and extremely rude Laura
Ashley customer Service team OR the ‘Senior Delivery Team’ – who will not budge
one inch on helping you as a customer – no matter how much money you are
spending, and even if you offer to pay more! Saturday deliveries are possible –
even though they will tell you they are not – and all in all, you are best off
going elsewhere.

Worst company ever!
I hope they fold!

Despite several attempts both on line and by phone to Customer Services(!) I have been unable to register my Laura Ashley/Santander Credit Card for on line management. Laura Ashley do not appear to have an email address to contact and their Asian based Customer Services call centre is useless. I shall not be using the credit card or the company again.

In brief:
Length of time for delivery 9 weeks, then 18 weeks, then a further week delay, followed by negotiation to get it delivered at 19 weeks and not 20 weeks
Lack of communication from start, no correspondence with regards to the delay of delivery in Sept or Nov, I had to continuously chase to be able to book time off work in advance to be at home for delivery
Incorrect information given, each time speaking to someone different on Customer Services, told one thing and then been told by the next person I had been given the wrong information previously
Colour of the mirror – now champagne not silver as ordered!

I ordered a floor mirror back in mid July 2013, delivery time 9 weeks, was advised someone would contact me nearer the time to arrange delivery. Come September, I had to call them, which was when I was notified of the delay. I was given new date of 22nd November and again assured someone would contact me, no one did so I had to call again to find out where the order had got to. Another weeks delay I'm told, by this time I had spoken to several different customer service agents and been given lots of different responses as to why the delay, why no one had been in touch etc etc. I start to loose faith in the Company and service I'm receiving, they had no problem communicating that my bank account had been debited in July! Finally received mirror on 1st December and find mirror is not Silver but Champagne in colour! Checked website states silver as it did back in July. After querying this with Customer Services I was left a voicemail saying this was now the colour if I didn't like it they would come and collect the mirror! I have spoken and emailed several times to express my dissatisfaction with how this order had been handled and and am very disappointed with a UK Company which has a reputable brand and been around for years, would have thought they could get it right by now. I have been offered a £40 Laura Ashley gift card which I wouldn't use as I will never shop there again. For some reason they can't give me this as a monetary refund off the price of the mirror - hilarious! Am disgusted how Company's can get away with this, I've had better service from Matalan Home Delivery.

Ordered three items from Provencale bedroom range. When they arrived one item was so badly damaged, despite adequate undamaged packaging, that it was returned immediately. Delivery of the other items completed, another was found to be damaged. I asked for all to be collected and that I would reorder. I placed this order in June 2013 and given a delivery of 6 weeks this was later extended to 9 weeks. On examination of the damaged item I realised that it was not solid wood. After much wrangling with the companies' dreadful customer service dept I decided not to reorder at all because I would still have been waiting for furniture until Christmas. I went to La Maison in Tunbridge Wells who provided solid wood French style furniture, delivered when promised and by staff who value their customers. Laura Ashley lost a sale of nearly £2000 and if I never step foot in their shop again it will be too soon.

Ordered a sofa from Laura Ashley. After giving me two delivery dates and sofa being more than for weeks late. I get another delivery date then told it would be delivered between 2 and 5 pm. Eventually arrived at 7. I had to take a days leave for this. All I got from customer services was Tough beyond our control this said about 20?times in rude robotic fashion. Do not buy from this company once they have your money they could not care less

We purchased £1700 pounds worth of bedroom furniture (half price) from the Cheltenham store on the 29th September 12. The delivery was scheduled for 17th November however the driver refused to deliver because he was unhappy with the address access road despite it being wide enough and used by refuse collection vehicles and all other deliveries (John Lewis, IKEA et all). The goods ended up back at Laura Ashley's depot in Leicester and we were informed that non-standard delivery would be required at an additional cost of £60.

Whilst the shop staff were superbly helpful, Laura Ashley's delivery service and customer relations have been terrible, with no consideration given to their customer's side of the complaint raised with customer services. Caution needs to be urged should delivery be required to an address that presents the slightest hint of the driver needing to manoeuvre off a dual carriage way!

We have been let down by Laura Ashley's back office and after sales service (including a lack of support after ringing their Head Office in London). We shall never purchase anything else from them again.

Beware

Laura Ashley had a pomotional 50% off a bed my partner and I had been looking at when instore. We ordered and asked for the divan with grey headboard on the day. What turned up, was just the base of the bed.

I called Laura Ashley to be passed around various departments only be told by a very rude customer service woman, that's what we ordered and had signed for and basically that was that.

After arguing that this item was missold, I was put on hold as the customer service woman asked a colleague if we could return the bed. I was told as a "goodwill gesture" that I could, but it would cost me £60 to return. As this item has been missold I advised this was not a goodwill gesture and that Laura Ashley should incur this cost. I was then advised that a Manager would call me back with regard to my grievance. No call has happend and 4 emails later on their website, I have heard nothing back from them.

We have since been back in the store to see if we would get a different service, we did, BUT, it appears, there may be an keen interest for the sales assistants to sell the Laura Ashley credit card (10% off your purchase on the day) rather than listen to their customer and what they have ordered.

I for one would like a full refund without incurring costs of £60 to return.

I will be posting on all websites to warn customers of the laziness of the Customer Service team at Laura Ashley to fail to deal with any customer complaints.

If someone can advise how to get my cash back, I would be grateful to hear from them

Having spent over £10k with them recently they can't even be bothered to make the effort to conduct themselves professionally. An £800 chair needed repairing after several months of use, they sent a repair man out who could not find our address & so decided to vent his anger at us and insulted us over the phone. Apparently he is the only contractor for our area & so he can only repair it! I'm hardly going to allow an abusive person into my home, so Laura Ashley offered to send the parts out to me so i can do it myslef!?! After many calls & emails they offered to refund it after collection, however, they went to my old address that they had on record. I had to take the day off work for this collection. All they did was apologise and dictated that I have no other option & must take another day off for them to collect, that's all they are prepared to do. I have been shopping with LA for many years & have seen an drastic deterioration in their customer services. There are other companies (John Lewis et al) that provide a far superior product & service. I would strongly advise you to shop elsewhere.

I purchased the Kingston suite from Laura Ashley in December 2011. Having complained several times about its uncomfortable, and in my opinion substandard cushions. I have had no joy from their very rude complaints department. One of the cushions went for weighing and they have reported there is no fault. Please could somebody help me with taking my compliant further. I am really upset that this very expensive purchase has proved to be a big mistake.