Laura Ashley
Reviews and Complaints

I have also purchased a ight from Laura Ashley which is off terrible quality, I purchased online after seeing it lit high in the showroom celing, it wa £275.00 and in the sale £192.00, I assumed for this money the parts to the light would be good quality metal and glass / crystal but the metal was cheap and poor quality and the droplets made from plastic, it was ok when on but looked awful when off as you looked up the stairs, it looked more like it had been purchased from a pound shop than the supposed pertigious Laura Ashley . I called them but they were very unhelpful and refused a refund, i have contacted Consumer Direct who have told me my clear rights . I get a seven day cooling off period from the date the goods arrived and even if the light has been hung it can still be returned. I have been waiting for someone at Laura Ashley to return my calls . Meanwhile I have had to send a recorded delivery letter to try and get a refund. I worked for Laura Ashley for many years and we did pride ourselves on fantastic quality and great customer service but clearly those days are gone.
I think I am most angry that Laura Ashley had the cheeck to charge this alarming abount of money for a load of plastic ... the light must have cost all of five pound to make and now I am in an argument to get back the money paid out . I will never use Laura Ashley again as I have lost all trust in them now.

I bought the Langham 2 seater sofa last December and I am still paying for it. Literally! The seat pads do not recover when sat on. The INDEPENDANT technician mentions this in his report, but the weights are correct so that' s it. The customer services had to be contacted 2 months after the initial investigation and promised to ring me back, which they didn't. The next customer service( what a joke) told me it was abuse of my furniture. I'm out at work all day? I can't believe how terribly let down I feel. I thought I'd bought a piece of heritage furniture I could re-cover and pass down. After only 10 months, this is looking highly unlikely.
I was told to seek indepent advice. Reading your report above seems futile now!

Come on Girls, lets get them...how they do con us.
2 sofas at christmas. I chose from shop swatches handed to me and hanging samples instore. Sofas came just in time for christmas...oh yes, fault leg, faulty cushion - not filled to "Standard" but replace and next lot even worse.
Sofa back cushion is 3" above seat when you sit and Wait for It! the fabric is really CHENILLE - although it says polyester, acrylic and viscose on all the labels.
Well, this baby Chenille causes your fabric on sofa to crush and flatten, the colour changes the whole of the seating is a different tone to the rest.
Laura Ashley - 1 month delay to write to me, another month goes by but this is what to do; Get one of theConsumer Direct people to help you on the phone. Send them a TO WHO IT MAY CONCERN letter and guess what - they'll ignore e'thing you write. They send a technician from FIRA and he knows all about Laura Ashley furniture 'cos he's been trained by them to tell you that there's nothing wrong with your sofa = its standard and no action needed. One told me that any sofa covered in chenille will get no action from Laura Ashley and if the cushions sag and you get back ache every night - too bad! it's Standard - so there!
I have sent two TO WHOM IT MAY CONCERN letters and they dont care a fig. I'm on to the Financial Ombudsman now and even of those guys has given Laura Ashley and Santander Cards (their credit providers) an interview on the phone. NOT ME though, he never spoke to me but sent me a letter telling me that he couldn't see any reason to believe that my sofa was faulty - he hasn't even seen a picture of it until today.
They used to be a member of the Furniture Ombudsman until they learned they had so many complaints and consumers could pay for a report for £99.00 and get a final and binding order from the Furniture Ombudsman that they had better put it right or else.
WRITE ALL YOUR COMPLAINTS TO YOUR LOCAL TRADING STANDARDS OFFICE. tHEY DONT ALL TALK TO YOU BUT THEY DO LIKE TO KNOW WHAT''S GOING ON.

Two other complaints of exactly matching yours:

http://www.consumeractiongroup.co.uk/forum/general-consumer-issues/49790-laura-ashley-faulty-sofas.html
Laura Ashley — padstow sofa

So not a rare issue it seems.

We have just bought a pair of sofas from LA like yours, and the leg of the shorter one has broken already - LA seem very unresponsive, no home visits, and it is currently propped up by a stack of books.

After ordering a ready made table which stood in the laura ashley store, reduced in the sale to £160.00 . I bought it, expecting to take away there an then, being in the sale and such a low price. I was informed it would take about 6 - 8 weeks for deliver, so I paid and waited. It arrived today all packed into a huge cardboard box! I'm a single small framed girl and had no idea the rosalind console table would be SA (Self assembly) as laura ashley refer to it as.
Im very diasappointed as when I complained that I could not even move the box, they called the store and was told, "they normally do explain which items are SA", well they did not on this occassion. It goes against trading standards and I wanted them to send me a ready made console table or send someback back to get it out of the box and make it up. There is notthing LA can do so Im looking into legal action. I'm upset as I;ve always had my furniture delivered in one piece where I wanted it in the room. Does anyone else know about this SA service LA are moving into?

I too used the design service and do not reccomend it at all. After I placed an order of over £7k I had no end of problems with delivery, quality and damaged good arriving. The worst thing was to do with the curtains. They were sub-standard, poorly made, not interlined properly and did not hang straight. After complaining to customer service, who had me in tears with their patronising manner, they agreed to send out a representative who agreed that the curtains were not right. Laura Ashley said that their Quality control people would check them and refund only if a fault was found. After 3 weeks of me chasing them they examined them, said they were fine, ironed them and sent them back. They refused to refund me as they had passed. I then approached Trading standards on there return who arranged an Independent Advisor to check them, I asked L.A to pay for this or pay half and they refused! The curtains were deemed to be faulty and I was advised to take L.A to court but to be honest, I had ordered the curtains in November last year and it now being June, I was sick of not having curtains up. For some considerable expense I asked a curtain maker to unpick, reline and remake the curtains.
Please do not buy their curtains, their fabrics are lovely but I would recommend you get an independant designer to make them. My next step is to complain to head office to try and get some compensation for the alterations I have had done.

I bought four tins of paint via Click and Collect. I duly picked up the paint and put it aside until we were ready to decorate. On checking a couple of weeks later the tin on the 5 litre can had 'blown'. (It was not in a warm or hot room - in fact it's the coolest in the house.) The paint had seeped out of the can through the lid and down the tin, and the base was convex so it wobbled. Luckily I had not removed all the plastic wrapping so the paint didn't reach my carpet. I spoke to my local store and they kindly agreed to swap it for me but asked me if I would write to Customer Services as this had happened on a number of occasions before and apparently no action had been taken. I duly wrote on 15 June to the Customer Services Dept attaching photos of the tin. To cut a long story short I was emailed late Friday afternoon 17 June and the person - Jordan A - no idea if that's first name or surname, male or female - apologised saying my complaint would be passed to the relevant department to prevent it happening to other customers. I was advised to leave the plastic bag on the tin when transporting it for the exchange. D'oh! Am I likely to take it off and get covered in paint? I was then told "I do hope you are delighted with your paint once exchanged". I didn't expect too much but maybe a £5 voucher to recompense me for another journey into town and parking fees would be nice. I wrote a second email on 18 June saying I felt 'fobbed off' with the first and could they let me know what action they had taken to ensure this doesn't happen again (I love the quality of the paint itself). Receiving no reply I wrote again on 3 July and surprise surprise have still had no reply. The manager and assistants in my local store are all delightful and very helpful but Laura Ashley's Customer Service Department lets the company down badly. In fact Customer Service is a misnomer! They need to get their act together! Rant over (and given up chasing).

I missed the return deadline of 14days ( indicated in VERY small print) for 4 sale items by a few hours. I was offered a credit voucher in exchange.
Luckily at my local store I was informed that it would expire after 28 days leaving very little time to spend over £100 worth of credit.
( Some customers have NOT been told about this very short time limit)
I refused the credit note and took my unwanted goods home. I managed to find an email for the CEO, emailed my complaint and eventually received a reply 6 days later. By doing this I did receive instructions to return to the store where I would receive a credit note with a limit of 18months! That is why I am posting here. If you experience a similar situation email this address Customer.Relations@lauraashley.com or lilian.tan@lauraashley.com and you may be able to resolve your problem. Ms Tan has left the company but it may get forwarded to Customer Relations. This company seem to make a satisfied customer hard to achieve. They still stick to the 28day credit limit often without informing customers. Once my credit note is spent I will take my custom elsewhere.

We purchased a leather Chesterfield sofa and footstool.A slight spillage has damaged the leather.The branch from which we purchased these items could offer no help or assistance other than to get it 'professionally' treated.In other words, "Don't bother us"

Is Laura Ashley about to go out of business? On 28 October I ordered and paid for a curtain tie back online. I chose to collect from a local store. Apart from receiving an acknowledgement of my order I heard nothing more. They are supposed to email you when the order is despatched. They say they don't tell you when it has arrived at the store. They will keep it for 10 days then return to the warehouse. Today, at some expense, I rang the 0871 number only to get through to my local store! I asked if I could be given a local number and was told no. I was told my order had arrived on 4 November. No-one had told me it had been despatched. I don't understand why they haven't returned it to the warehouse as per their terms. I said I had been forced to buy the item elsewhere after having waited over 3 weeks an hearing nothing. They are going to return it to the warehouse. If I wanted to complain I would have to make another call. I called and hung up after 8 minutes. Last time I will use Laura Ashley.

I have lost the will to live! The staff employed must be from a special agency, they are ignorant, rude, incompetent and could not care less about customer care!
A large order was placed 27/07/13, click and collect at Giltbrook, had a phone call from them to state 2 parcels there for collection, asked them to check if order complete as didn't want to make 2 journeys, " can't do that, not allowed" was asked to collect ASAP as their store room not very big! My son collected, but they only gave him 1 parcel, phoned them, was told only they didn't have any more, told her I was advised 2 parcels were there,
No, I must have been mistaken, I asked what I could do to trace my missing parcel, she told me, contact Customer Services, I said this was a premium number and it takes ages, she said she knew that! I asked to speak to manageress, not available. I asked her to check store room again, she said no point, but then hey ho, my parcel was found, the store room is so untidy, she missed it! My son went for second time to collect and guess what, when I opened box 3 items missing. Rang them again, nothing to do with them, speak to customer services. Sent email, no response, rang customer services, press this, press the other, wait 15minutes, finally a human vioice. Went through the saga, he aologised and then, unbelievable, the 3 items that are missing was never dispatched, as out of stock, not expecting them in until end of September, I should have had an email or phone call or letter, he apologized again, he admitted very poor service. I cancelled items, they have had my money since July 27th, it might take a week before a refund done, so the poor service continues. I think Laura Ashley should spend less on advertising and more on staff training, customer care is non existent in this business, they could learn a lot from
John Lewis, whose customer satisfaction is priority.
I will never purchase from Laura Ashley again!

I totally agree with the above comments. Laura Ashley's customer service is in fact non-existent. I am still waiting for a refund. I have emailed them twice - no response. Eventually had to call them at 10p per minute! When I eventually got through spoke to some gormless individual who did confirm that they had received the item back and he would 'expedite the refund straight away'. That was last week. The cost of that call was well over £1.

As I paid with paypal I have had to contact them. They did offer to contact Laura Ashley via email to request a refund, but guess what - still no response!. Answer is do not purchase anything from Laura Ashley, if you do, you will give yourself a whole lot of hassle not to mention the cost of phone call at 10p per minute - and they do keep you waiting.

We have had the same appalling customer service as experienced by most customers endevouring to complain.We have had an ongoing case with Laura Ashley who have "stonewalled" us by refusing to accept any liability or blame for our sofa that, after treatment by Guardsman, changed colour back to the base- colour of the fabric. Had we not paid £200 for fabric treatment, we would have had no avenue of recourse but it would appear that the fabric used is clearly not "fit-for-use" and we will have an ongoing problem with any stains. Despite having an independent examination by a qualified upholsterer Laura Ashley still refute any blame saying the structure is sound ! Our sofa is only 5 months old and looks 10 years old, we are totally disgusted with them and intend to pursue the matter through arbitration, though they seem unperturbed by the prospect ! The messag is "DON'T BUY FROM LAURA ASHLEY"..nice design and quite comfortable but NO AFTERSALES

Totally agree. I am having the similar issue as you. The Laura Ashley customer service never give us a call before or after we compliant.

And also they didn't solve the problem for the customers. I think they are helpless and useless! Finally, we will have to refund it otherwise we will have to wait another 2and half months, which means we wait this items about 5months!

I would agree with all of your comments, Laura Ahley customer services are absolutely incompetant.
Never call you back and each time you call them you have to wait ages and it is a special service so costs a small fortune on phone bills!

Yes, I too have had a similar bad experience. I was not happy with some made to measure curtains, before they agreed to let me send them back they sent a representative to my house. She agreed that they were substandard, the interlining is not sufficient, there were errors and they were not hand-finished. They were sent back to be quality assesed.. After 3 weeks they were passed and with me constantly chasing them up they were sent back to me. I then had to go through Trading standards, they sent a representative who was independent and agreed they were faulty. I could have taken them to court, because of all the time it was taking, I asked a curtain maker to re-make the curtains and re-line them at a significant cost. My next step is to go to head office to try to claim back some money. There quality of product and customer service is a sham.

Sorry, I wrote using my iPhone. I hope you can understand it despite the strange grammar, syntax and punctuation. The iPhone sometimes "auto-corrects" -I should have checked first!

I'm afraid to say that, although I believe there are many lovely and hard working people at Laura Ashley, My first (and now only) experience with the company has been absolutely dreadful. I paid for three items of Garrat furniture ( which I must say looks amazing in the shop: superb design and finish - the website pictures do not do it justice) and a special delivery charge (£60) The furniture arrived but the crew ( two man) crew said it couldn't be delivered despite the arrangement because they didn't have the correct crew available. The furniture had been packed into the lorry! They delivery was registered as special -they new it was for a second floor flat but they sent a crew! They wasted my day - the surely would have charged me another £60, if I had let them down. I have cancelled my order and asked for a full refund which I'm legally entiteled because they could not fulfil the contract terms (i.e make the delivery). The proceed of being refunded is a farce. The company is very poorly organised in my opinion - members of staff have been pleasant but the systems they are working with are awful. I simply can't trust that things will be done. I'm utterly disappointed. I thought the company would be dependable because of it's good name. I have since discovered few people think of laura Ashley as a dependable company. They have some lovely furniture, but if they can't deliver the goods, what good is that? I will never buy anything there again. I agree with a previous post about john lewis. You know where you are with them: the customer service is second to none - the staff there always apologises and explains when there has been an error - and they make up for it! They have a good attitude because their focussing is on a remedy rather than defending themselves. This us why john lewis actually grew last year, despite the recession!

I work for laura ashley in midwales, Im very offended by the comments above, when i work in the departments and know from actually seeing the work done that everyone there do there best to help customers, there is only ONE Customer services department that cover the UK and That is alot of work, calls and orders placed by us daily and we do our best to make sure that all orders are processed effectively. The comment about the none delivery due to parked cars, when you order you are asked (and i know this from placing hundreds of orders for customers) if there is any assess problems at the property, it is not laura ashleys fault if you have acsess problems this was asked when you placed your order and if you do not give them the relevant details it is only down to you that your delivery failed. Its nice to see these comments as compared to the amount of satisfied customers out there, Laura ashley is a dependable company, we all work very hard to do our jobs and it is comments like this about us not doing our jobs properly that angers me, as before you send blame you should look at the actual reasons behind them.

NEVER ORDER FROM LAURA ASHLEY
I ordered a Alma day bed back in Jan. Was told due to was begining of May. I didn't get it until the end of May and when I called got through to a very defensive person who said is was not late. Apparently the due date means nothing !

Carol

I ordered and paid for two, two seater sofas from Laura Ashley 10 weeks ago and the delivery was supposed to happen today from between 10 and 1. I re-arranged for my 3 year old to be picked up from Nursery and then waited in for the delivery. At 11.30, I saw an unmarked van drive past my house, and look towards it. Great I thought - the delivery is here. There were some cars parked on my street, near my house, but the van could park across a neighbours driveway to gain better access to my house, which I would have told the delivery men if they had contacted me ( they should have rang me 30 mins before delivery to let me know they were on their way - of even could have knocked on my door !) but no, they just drove past and kept on going ! Once I finally got through to the correct department in Laura Ashley customer services ( 3 attempts !) I was told that they had failed to delivery as they could not gain access to my property ! - they easily could have. I have now been told that I will not receive my sofas for at least 5 days !. We have gotton rid of our old sofas and now have nothing to sit on. Appalling service from what I imagined to be a very dependable company.

I saw a Laura Ashley dresser displayed at half price but when I then offered to buy it they refused to sell it to me, stating that it would disrupt their display but that I could buy it for the full price.

I'm sure displaying goods at a 'sale price' to get people into the shop and then stating the goods are unavailable is contravening the Consumer Protection from Unfair Trading Regulations but no one in the shop seemed able to make a decision and customer compliants don't read emails.
Too many of them perhaps!

Oh well, off to John Lewis.

We have 17 rolls of Laura ashley wallpaper which is still in the box it arrived in so is unfaded...BUT...the sample which has been in the room they are intended for over 12 months has yellowed badly and is now a horrible heavy gold colour that looks like a completely different colourway. We are unable to use it and await Customer Services decision.
Our Duck Egg blue fitted covers on our Laura Ashley Sofas have largely faded to white over admittedly quite a few years. Perhaps that should have been a warning to us. Laura Ashley is not in the same league as John Lewis etc despite charging inflated prices.

We have a room decorated in Laura Ashley Erin paper in Duck Egg which has completely changed colour since it was put up two years ago. It had started to fade within 9 months and now has become a dingy grey - Laura Ashley customer services couldn't have been less interested and we were fobbed off by everyone, including the manager who said there was nothing they could do, they certainly weren't interested in coming to look at it. It makes me mad every time I go in the room when I remember how hard we worked to do it.

For your information, two other reports of the same situation:

Laura Ashley — sofa
http://www.consumeractiongroup.co.uk/forum/general-consumer-issues/49790-laura-ashley-faulty-sofas.html

Yes, I too have had a terrible experience with curtains and have started a complaint about this. What I found really disgusting was that when I returned the curtains I was told that they meet specification and I had to foot the bill for an independent report, they really win on all fronts don't they? I found the customer service supervisor extremely unhelpful and very ignorant in her manner.

I have just had an identical experience with an Avignon dining table and dresser. Gaps you could see daylight through were described as 'in tolerance' by the quality advisor wh0 spent 3 minutes viewing the faults, had no inspection standard and took no measurements. Equally defensive customer service 'supervisor' would do nothing further and said I would have to pay for an independent inspection and said there was nothing further LA would do. I am left paying for substandard furniture, which I now hate every time I look at it. No concept of customer service whatsoever.

Sadly, I too can empathise. I have ordered furniture on 3 different occassions. My sofa (due 2nd Sept) arrived damaged - they took it away and have still not re-delivered it. They didn't even offer to send me a new one but said they would decide whether to repair it or not?!? They haven't turned up for my other deliveries and I am still waiting. I had a rude person tell me to just wait on the day of delivery despite the time slot allocated passing and they just didn't turn up. I would recommend using the say no to 0870 website and not lining their pockets any further with the 0871 (10p per minute) number. VERY VERY poor service if only others knew this before ordering they might not be so keen to use their service. It is a shame as their designs, for the most part, are very nice.

Newcastle, Staffordshire, shop flatly refused to exchange a beaded quilt, which was daily losing more beads, for a friend so she contacted Trading Standards who gave her a sale of goods act to quote in a letter. She then wrote to the CEO and their reply letter told her to take the quilt into the shop for another one. They replaced the quilt.

I recently saw Lucille silk fabric on their website with 30% off, went into the shop and was told that the sale had finished, they had nothing to do with the website and they had no samples and no material in. The material was on the website with 30% off for a further 4 days.

ps Such stuck up staff in the Newcastle, Staffordshire, shop - don't want to help you really! It's almost empty every time I go in.

As an ex member of Laura Ashley Staff I could add many many more complaints to this list. They are no more interested in customer service than they are looking after their staff. All that matters is how much money they are taking. They have known issues with shrinking fabrics and poor quality furniture but are still taking customers money and waiting for them to complain but then not showing any interest at all.

Yes - customer services - what a joke!

I have made / attempted to make 4 furniture purchases from LA over the last 10 years. Every time exactly the same concerns - appalling quality, and a couldn't care less approach to customer service. I usually have got over each experience after 2 years (hence the time span) but really have had enough with my latest experience (see response to padstow sofa). DO NOT USE LAURA ASHLEY. It will cost you a fortune, and you will neverget what you thought you wanted. Next stop Watchdog...

I am shocked by customer service at Laura Ashley.
Absolutely unacceptable, especially in a recession.
I was basically told that despite the awful service that I had received, they were not interested in helping me find the product I wanted to buy. One lady even said that their records had not been updated since 2005 so they didn't know anything about their stock. Unbelievable, I do not advise giving yourself the pain of calling this company.
When I eventually spoke to a manager, he told me that he could not ring round some stores because it would be too much bother. I had at this point, driven round most of the stores and yes, he was right, it was a lot of bother and I didn't get anywhere.
Each person I spoke to had a completely different answer to my questions which makes their entire 'customer services' a complete and utter shambles.

Even if the kettle is not full the water spills out

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I feel I have to contribute to the positive reviews of pinesolutions.co.uk...I ordered a Brooklyn Oak sideboard from them online to be delivered to the Rep of Ireland. Unfortunately I wasn't at home when it arrived, when I removed the packaging I discovered some marks on the top of it. I contacted the company via email and didn't get a reply until I emailed them again. Eventually Rachel phoned me and apologised profusely and explained that they did not receive the first email and she felt that maybe it was due to the many attached photos I had sent with it. She offered me some options - a refund, a discount or a replacement. I opted for the replacement which was going to take a few weeks as the sideboard was not in stock. She told me that I could continue to use the sideboard until the replacement was delivered! Rachel sent me regular updated emails on the due date of delivery which made me feel confident that everything was going to be ok. I received the replacement and am very happy with communication and service. So thank you Rachel, you're a very valuable asset to your company.

ive just received my brompton table 4 weeks early full marks to Laura Ashley and delivery men unpacked and took all the rubish away with them ... im very pleased

The laura ashley customer Services are not that great. They have staff who hung up on their cutomers while talking to them.

Guess what?Laura Ashley has cancelled my order for a cardigan and refunded the money back to my card whith out getting a consent from me! I have been under the imperssion that they are allocating the cardigan to me when first I was told by an agent on the customer services help line. Instead they have had it cnacelled completely and evan they did not show any courtesy to let me know about my order.

Anyone can suggest what I should be doing? This is not the only occasion they have let me down. They have had messed up my order in Jan 2008 when I ordered the Brompton Table and Camberwell bed. The goods arrived in mid August! There customer services SUCKS!

Hi Jude.
I completely agree. I have tried a number of online companies for furniture and to be honest, PineSolutions have consistently delivered above expectations. It is so difficult to go 'internet shopping' for furniture as you can rarely get a good enough picture / feel for the products online. It was a while back but I still think they do a price check too, and they match others prices if you find them better priced elsewhere. You may have to check this though as it was last summer I bought. www.pinesolutions.co.uk

Val.

Follow-up to original email.

I received the dining table and chairs that I ordered from Pinesolutions at the end of August. I bought an extended dining table, when it arrived I found that the extendable part was innovatively stored underneath the table when not in use. This is great as of course I don't have to worry about finding space to store it. The quality of the furniture is very good. The delivery went without hitch, the driver rang me and advised that it would arrive between 9 and 10am and it arrived about 9:30am the day advised. The delivery men were very helpful. The customer service was unsurpassed. It was really refreshing to find them after the trouble I had with Laura Ashley and if only I had known about them I would have gone straight to pinesolutions.co.uk and not given LA another thought.

Hey guys,

After quite an extensive thread on this forum, do you think that someone would've picked up by now that there is an actual problem - and that if you're moaning about the delay so much - you should just cancel the order instead of all moaning about he same thing?

A different table but the same experience here. We ordered a Milton Table, 6 chairs and a sideboard on 9th December. Our most recent delay letter gave an estimated delivery of end July. We have still not had a delivery date. At the sam tim ewe had ordered upholstered furniture and made to measure curtains etc. Our full order was in excess of 10K but our whole experience has been totally soured by the non appearance of these items of furniture. |We are now heading swiftly towards 8 months since order! Apparently compensation will be discussed when we have received and are happy with our goods.

Hi. I bought two tins of laura ashley pale french grey eggshell and painted a chest of drawers and side tables. The two tins of paint are not the same colour

Purchased a watch at amazon. It is about 3 months old. It was gold filled watch band and face. Now it is ugly old silver and changing every day. The face is also changing. Please do something for me. This was not a cheep item and I am extremely upset. HELP ME

So it seems other people are having problems with Laura Ashley, they take the money and do not supply the goods, who would have thought with a company like that . i have email 3 time and have had no reply, apart from automated ones.4 months i have been waiting