Lauraashley reviews

Lauraashley reviews

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No concept of customer service

DON't bother with them - the staff on the shops are great but if you have to have any dealings at all with their "customer service" team you might as well give up now.

this is a copy of my unresolved issue - and I know I'm not alone....

I am writing in desperation following a series of unsuccessful phone calls I have made with your “Customer Services” team in Newtown regarding an order I have been trying to get resolved over the last month.

To explain the issue, I purchased 10m of Heligan Fabric last year to make up a pair of curtains, the fabric was delivered to the Shrewsbury store and has since sat unmade up at my house. I decided in March this year I would use the fabric for a project, which required another 8m of fabric, as I now needed two sets of curtains. I purchased another 8m of Fabric (from the Newtown Store) and proceeded to make up the 1st set of curtains from the 8m bolt. I then went to cut the original 10m bolt and discovered that the pattern repeat was faulty - the bolt had obviously been printed incorrectly as the repeat was too large and so I called your customer service team who advised me I would need to return the fabric and that you would then “as a matter of urgency” get me another 10m cut and sent directly to my home.

I returned the fabric to your Shrewsbury store on 21st March. The Assistant Mgr. there, Mrs. Harte was incredibly apologetic and helpful. She rang your team in Newtown and was advised by them to return it to head office and they would get the fabric sent to me directly and “as a matter of urgency.” Mrs. Harte was advised that this process would take about a week at the longest.

On 27th March as I hadn’t heard anything I called your customer services and was eventually told that the fabric would arrive on 31st March between 9-5pm. I waited in all day but nothing. I called your customer services again the following day to be told (quite curtly) that nothing had been processed and they didn’t know why I had been told that I would get a delivery. In fact they would not call me again until they had processed my order and that this could “take a while” and then it would be another 4 days or so before the order was sent. As I write this to you on 14th April I have yet to hear another thing from your customer services team.

This level of service as a customer is wholly unacceptable. I feel incredibly let down by the Laura Ashley Customer Services team. No one seems able or willing to take ownership of the problem. You have my faulty fabric and my money and I have been left with nothing except a bad taste. On speaking with your customer services team the last time (a lady called Jenny) I asked for the name of the team leader for the department dealing with my complaint and other than being told that his name was Darren she would not give me any other details. She was “not at liberty to give out his surname” and was not able to escalate the issue further. I was to wait for a call at some point in time. I am still waiting…. I have no desire to call again, start the process again, get fobbed off, cut off (this has happened each time I have called) and I have no desire to spend another 20 mins listening to your dreadful “Enya” hold-music which fades in and out as you wait. I have already wasted a whole day waiting in for a delivery that you hadn’t even bothered to schedule.

PLEASE can someone in your company arrange to send me the 10m of Heligan Fabric I have paid for and please can someone call me to tell me what time this will be sent to me.

I am at my wits end with your company. As a long-standing customer (and cardholder) I have had enough. You should start to look at your competition; companies like M&S, Next and John Lewis make you look like total amateurs. You have a long way to go to make me want to shop with you again or recommend you to others.

If I hadn’t made up one set of curtains in this fabric I would have asked for a refund by now but as you have the fabric I now actually need and I have paid for I am surely not asking for the impossible….?
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Very Poor

We have purchased a number of items from Laura Ashley. The Milton Adjustable coffee table, where the inside can used for storage, gave over a period of time a black substance. Thinking this would stop after initial usage we did not take this up immediately. After about 18 months there was no improvement and the base was permanently stained with the black substance and storage was impossible without ruining the items.

Contracted Laura Ashley. The customer service was next to useless. The assistant had a couldn't care less attitude and was not really interested in solving the problem or making any suggestions as to how we could achieve solution. I offered a number of suggestions but none of them acceptable to Laura Ashley because that may involve them in having to accept that there was a problem with their furniture. Eventually after many weeks Of discussion and correspondence they agreed to take the item back and provide a refund based upon how long we had used the item. I was not too happy with this as I felt that because the item is faulty a full refund should have been given or at least a sensible compensatory payment made. That was not the case and the refund is calculated on how long we had the item and it having a useful life of six years. I questioned a solid oak table should only last six years and said I thought that at least 10 and probably nearer 25 would be more sensible. However Laura Ashley is adamant that they based their refunds any payments from their furniture only having a six-year life. They also said that this is what the furniture ombudsman uses though I don't believe them and I have not checked.

So the moral is do not expect any good customer service from Laura Ashley and only expect their furniture to last a maximum of six years. We have used Laura Ashley for a number of years now and not really had any previous problems but to be honest this had left a nasty taste in the mouth we will unlikely be using them again.
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Wish I had read these reviews before I shopped at Laura Ashley

Ordered some made to measure curtains from Basildon store and tried to open a credit card to save a mere £27, due to a slow computer the card would not be accepted so after being in the store for over half an hour I said not to bother paid in full and left! A few days later a credit card arrived and i felt like I had been cheated out of £27. After 4 visits to the shop (my time petrol and parking) and a very bad attitude by the manager of the Basildon store I eventually got my £27. I was so fed up with my experience I tried to cancel my order and she said that would cost me 25%, unbelievable !!! I will not be using Laura Ashley ever again!!!
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Disgraceful-wish I'd seen this site sooner!

When ordering over £2000 worth of furniture, the woman serving us had no clue about the finance options so eventually we paid our deposit and put the remainder on my mothers account card. She told us the amount would be debited sometime before our furniture arriving.
Despite several calls to check (as the amount hadn't appeared on mums statement) we were told the order was fine. Although the delivery dates changed several times.
Then on the week of the confirmed delivery, they told us the payment hadn't been taken (they didn't have our details) and then that the soonest they could rearrange delivery was another 13 days! Been waiting almost 4 months now!!
Ridiculous! Just not good enough and not what you expect from such an expensive store.
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not fit for purpose upholstery fabric

Have just taken delivery of 2 sofas in Murano Sable fabric. I tested my sample piece to make sure I could cope with the inevitable small domestic marks and spills. The fabric even reacts irreversibly to a damp cloth. I returned to the store and the shop assistant looked at her feet and suggested i contact customer services immediately. 3 days later the ;technical team' responded to my calls. It seems this fabric cannot be spot cleaned. They recommend professional cleaning. Even though I fully appreciate this for general whole sofa cleaning… it's hardly practical if a small spill happens on a weekend evening and no-one can be called until monday. LA say this is normal. I'm in my 50's, been sitting on and maintaining sofas for years…never have i had anything like this. They will do nothing, say it's not their problem . Have been referred to the furniture ombudsman (who they apparently fund, it's not independent), but don't hold out much hope as last week they were exposed on R4 as being rather biased to their masters. I feel I cannot give them even one star as they have provided me with goods that are not fit for purpose. Their staff offered no warning (even though this is a known problem) in the store at purchase point and the CS dept and Tech Team offer no help or knowledge on how to deal with the problem, and offer no resolution.
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Very poor customer service

I wanted to buy 22 meters of fabric from Laura ashley to have a sofa upholstered. The company that was going to upholster the sofa said they needed a fire safety certificate for the fabric, as this was a legal requirement. Laura ashley claimed that although their fabric was fire safety tested it was not there policy to issue a certificate with any fabric bought from them. I told them that i could not have a sofa made with their fabric unless they gave me proof it was fire resistant, and all i needed was a piece of paper proving this, but they refused to help me. Very poor customer service, apart from the £1200 the fabric would have cost i was also going to buy scatter cushions from them, but not any more.
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Don't bother if you live in a flat!

Laura Ashley hide the fact that if you live any more than one floor up, delivery is £60 extra! I have spent so much money at their shop but it looks like my downstairs neighbours are going to enjoy my furniture rather than me!
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Over rated - just not the quality you would expect

We had a problem with a scratched leg on a chair and the customer service to sort it was great; speedy and no quibbles.
However, we have bought sofas from them and one of the styles has sunk so much it looks like its years, not 1 year, old!
We also bought the constellation mirror. We paid a sale price of £125 not the rrp £250, but really the quality is so poor. The mirror isnt very good and the pkastic moulding around the ourside is really awful. We bought it from the website without seeing it in person. I would honestly expect The Range or Dunelm to be selling it for £30. We also bought several lights and the glass is poorly finished so they never really look shiney.
I have always found the wallpaper good quality, nice and thick, but as for the rest....we have spent a lot of money there doing up our house but it seems they are selling poor quality low end market products and selling high relying on brand name. Ive lost trust in that brand now and wont shop there again.
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Dreadful

Will never use this company again. Customer services appalling. Heard a rumour that they are going into liquidation. Not surprised if this is true.
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No replacement on faulty item.

I ordered a light fitting online. Due to decorating, I unwrapped it six weeks after it arrived; it’s made up of lots of small pieces and impossible to store once assembled hence me keeping it boxed. I came to put it together and the frame is broken and would prove unsafe if assembled. I reported this to Laura Ashley and they are refusing to replace, let alone refund. This seems highly unfair. I haven’t just changed my mind, the product they sent me is faulty and unfit for purpose. Customer services were dreadful, they merely kept repeating what they were saying and I felt as if there was no compromise at all.
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1 star is generous for these charlatans!

If you do not want to receive your goods, be treated with contempt and be charged for this privilege then Laura Ashley is the place to go! I will make it my mission as a lecturer and citizen to warn as many people as possible to stay clear from this dishonourable company. I pitched up several hundred pounds for a chest of drawers that has not been received. Delivery dates have been cancelled or just a no show and when I dare to make contact with them I receive rude and unhelpful comments.
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No response at all from customer services!

I have been amazed at Laura Ashley's poor customer service. When I saw this forum I was glad I wasn't alone, but it doesn't change the fact that the company did have a good and apparently trustworthy name so our expectations get raised. I rang them with a question about my new purchase, they said they would get back to me that day but never have, so I emailed - no reply. I emailed again - no reply. I am still waiting, three weeks on. I won't be buying from them again as I can get better service elsewhere. Surely the customer should be respected and valued?
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Whatever happened to Laura Ashley's Customer Service

Placed an order with Laura Ashley three weeks ago. Nothing arrived so rang last week to find out when I could expect it. Surly Customer Service peron said it was in the warehouse and ready to be despatched. Made me feel guilty for daring to ask!! This morning I found it hadn't actually been sent "because they were very busy". Sad really, over the years I've spent so much money with this company, but as there are many alternatives who are so much better and less expensive I don't think I'd shop with Laura Ashley again. What the hell. I'm only a customer! Rarely have I seen such diabolical feedback anywhere than here. Surely we can't all be wrong!
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Unacceptable service on Internet ordering

I purchased on the Internet to recieve a delivery for collection from store. It said I would recieve my order within 5-7 days but I would not receive confirmation when the order had arrived in store!! So from days 5-9 I have been phoning the store every day to see if its in and its still not here! The staff in store have no way of checking if its on its way. I then phoned central customer services who sounds bored and disinterested. They also could give me no indication of when my order would be in, but said it would usually be 'dispatched within 10 days, and available for collection within 48 hours of dispatch time'. So I have gone from expecting to get my item in 5 to 7 days, to it now being up to 12 days, and basically I have to just keep phoning the store every day to see if its in because there seems to be no method of basic politeness to tell me my order is ready. I buy click and collect from department stores all the time with ease, if other companies can do it, I don't see why it is so difficult with Laura Ashley, poor customer experience which at its core has been badly designed
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Shoddy goods and unhelpful customer service.

ten red polka dot dishwasher proof mugs that have faded beyond use. That was the original complaint and I complained that the goods were not as described - now my complaint is the way I have been dealt with by customer services - arrogant, smug and unhelpful. AVOID!!
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Dreadful service,unhelpful rude customer service staff

Ordered and paid for leather chair and footstool oct 2013, arrived dec 2013, chair and footstool completely different colours although both ordered in same colour , chair scuffed in transit and faults in the leather ( lines across front). I rung to explain, was asked to send photos, I emailed them same day, rung to check they had them and someone promised to review and call back- they didn't,! I have had to fight and call every few days to try and get my money back and no-one in customer services was concerned that I was unhappy or that none of it was my fault. I have been made to feel like a nuisance and that I was complaining for no reason. I had to chase up collection of the damaged chair and when it was finally picked up, it wasn't even packaged, just heaved into the van unwrapped. I have been treated very poorly, lied to by several customer service people, promised calls back and spent around £25 on phone calls. They have had my money for nearly 4 months.
I will not order anything online again from laura ashley, their customer care is awful. If this was john lewis or marks and spencer the damaged item would have been replaced no quibble and swiftly!
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Need to replace their head of customer services

Purchased 2 x sofas, one had bad workmanship on the stitching on the arms and we were offered a small refund or a new sofa so we chose the refund no problem
The problem was we also purchased 2 x lamp tables and a coffee table. In the shop all the wooden tops matched but when our tables arrived not only were they not the grain or the colour that we had seen in the shop but they were all different. We had to argue that this was a fault and not as displayed in store but we had to go to the store and take photographs to prove we bought but had not received matching table tops. The reason Laura Ashley store table tops matched was that every one had been changed as originally they didn't match!!! After two months laura ashley arrived with two table tops again not the colour or grain we had bought but they did almost match one of the lamp tables we had. Again we were not satisfied and we were then offered a small discount but asked for a larger discount as we would not have paid what we did for what we would have finished up with. Our offer was refused so I asked the the guy from Laura Ashley if I could speak to the lady in charge but he said she wouldn't speak to me and all she would do is put them on e bay and get less than I had offered.
Cannot believe a company that has such nice personnel in their stores would have such an amateur running their customer services and I'm sure killing off a large chunk of their repeat and recommended business.
We would never order anything again and if you are thinking of doing so, think twice!!!
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Terrible delivery & customer service

I ordered 11 rolls of wallpaper from Laura Ashley with an estimated delivery time of 3 to 5 working days. After 5 working days the order was still showing on my online account as 'being processed'. I sent an email to ask if all was OK with the order. No response after 2 days. I sent another email and when no response after a further 24 hours I called them (and was kept on hold at a call charge of 10p/min which further annoyed me). There was no apology for my emails being unanswered and I was told that as there was a sale on there would indeed be delays as they were so busy. I also then received an email reply stating that as there was a sale on, delivery would be approx 7 to 10 working days. NOT GOOD ENOUGH!! AND if they know delivery will take so long, they surely should have to state this on their website AND presumably it happens every year so why aren't they prepared - it hasn't been an issue with any other shops I've ordered from. Terrible & I'll never order from them again. PS: 7 working days later and order still not despatched...
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Rubbish service

Same problem ordered wallpaper and amount taken from my bank. Then waited a couple of weeks and heard nothing so contacted customer service. They eventually replied saying that they had tried to deliver the item and i was not there is had gone back to their warehouse. The then advised me i would have to reorder and they were working on my refund.!!!!!!!!
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Absolutely Dreadful - don't go there!

I ordered some wallpaper online which said it was in stock. Lots of emails were sent to the customer services, but they didnt reply to any. I was then told 10 days for delivery to a local store as they were short staffed at the depot! Really rude, unhelpful and not interested, even though another of their stores had what I wanted, unable to amend the booking. Waited over 2 weeks for the goods to be delived to the store to be able to ask for a refund!! (as i drove to the other store and paid direct, but they wouldnt cancel my order!) Still no refund, no apology, I even wrote to their company secretary, but not a word from her either. Just don't order from them, they are truly dreadful.. So much stress.......................

Lauraashley Details

About this company

Laura Ashley is your online and in-store shop for the latest in style and elegance. Dress your best; whether it's a stylish skirt or one of our elegant dresses. Then use one of our beautiful chandelier lights to offset your new matching bed and wallpaper

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