We purchased two settees and a footstool , paid by new Laura Ashley credit card , money up front whilst they made the suite and footstool. Had to take delivery when ready albeit house not ready to move in as they would charge us. So they were in original wrapping and stored for two months and then unwrapped them and moved them into the new home. After one month we noticed them have an ingrained stain appearing as if spilt liquid over them, then we complained and spoke to their customer dis services dept. fobbed us off and then after many calls and trying to speak to someone higher up the company in charge which we got declined to speak to we ended up with Nikki Fox. Eventually we received a call from the third party company who came , we thought to investigate our complaint but the inspector came with some filling for the cushions and he said that they were under filled. The filling was not the same fill we experienced in the shop ie they bounced back up. He was not there to look at the fabric, we insisted that he did. Well we sent him off with his pathetic filling and complained again to the SS sorry CS dept! Eventually we got another visit ....same guy and same filling and this time he took some photos .. Well you try and get a good close up photo of fabric !! Nikki Fox emailed and said there was nothing wrong with fabric and we will only fill your cushions. Not satisfied we contacted Trading Standards and Citizens Advice . Informed us to write to LT sorry LA and then told about the furniture ombudsman who I thought would be independent . No they contacted LA and took their assessor's opinion and not received an independent company's second opinion. Likewise we complained to the credit card company who after a while just took the opinion of the ombudsman!! Crazy and unjust! So we are still fighting the case after a year and tried to find the owner of LA and by chance found " trustpilot" albeit after the horse had bolted and read all the other complaints. Oh and guardsman treatment guarantee which we paid extra for eventually came out and said not covered by us it's the fabric! Also it has to be dry cleaned on site but if you do that then the fire resistance is lowered and may be a fire risk!! Says on label ! So where do we go from here ? Can anyone tell me?
Chris Hargreaves - email email@example.com
ordered 2 velvet material sofa.Returned them on delivery.full of deep marks.after12 days they did not contact me.I rang 6 times before response.They said they would not offer a replacement and if I had money back would keep 25percent.II said I would have the same ones back if the pressure marks would come out after 2 weeks if they put it in writing They refused.but would send a person to steam them out if marks still there.I took another delivery .but it was not the ones I had returned.They had been used andit looked like this set had been returned by another party.So I returned these.It is not the customer services we are used to in Britain and this is an Australian company.How do they get away with breaking the law.Nobody I have spoken too cares.Stick to Marks Spencer and John Lewis
I ordered a bed/mattress and footstool and want to share my experience.
1- I received a text message from they saying that order will be delivered between 12-15 but they arrived at 7pm.
2- They even didn't assemble the bed. Just left boxes. After I called customer service they tuned up at 9pm and assembled the bed
3-Bed wasn't assembled properly as they were rushing. I had to call someone to do it properly which cost me £30
4-The footstool I ordered wasn't delivered. I called Lauraashley customer service and delivery department more than 10 time in 2 weeks time. They were keep telling me that someone from the depot will give me a call which I never received. After numerous calls I was told that there was a mistake and a new one needs to be ordered and I have to wait another 12 months :(((
We ordered a sofa. I received a 'phone call from them to arrange delivery. I explained that II was travelling at the time and needed to discuss delivery dates with my wife, so the person who 'phoned me said they would call me back at 7pm that day to make the arrangement. Whilst I was in meetings that afternoon they called me twice at around 4:15pm, the second call was to tell me that delivery had been arranged for 4th December and that if I wanted to change it they could not guarantee delivery before Christmas. My wife then called them to complain that they had not called us when promised and had arranged the delivery without consulting us, and was told that to change it they would have to first cancel the arranged date, and then wait a couple of hours before we could try to arrange another date. It was not possible to tell us whether there were any delivery slots available before Xmas, and not possible to book a slot without cancelling the existing one and waiting for a couple of hours. How ridiculous is that, especially given that they had failed to do as promised and arranged a date without consulting us.
I filled in the complaints form on the website and inisisted that they contact us - 3 days later I've had nothing. I won't be buying anything from this company again and would urge anyone who values any kind of customer service to do likewise.
Ordered 7 items of furniture at the end of August and was assured by both the delivery time frame on the website and the staff in store at LA Hull that delivery would take place within 8 - 10 weeks. A long time but I considered that it would be worth the wait. Today is the 15th October and LA customer services advise me that my furniture will not now be delivered until early January (making an 18 week delivery wait). Despite this the website is today still quoting as little as 5 weeks for the furniture I ordered with the longest item being a 9 week wait. A banner across furniture online advertises that if you order today you will get your furniture for Christmas. Which Christmas do they mean...it cannot possibly be this coming one. Come on Laura Ashley, this is deceitful, nasty and uncharacteristic. Where have your moral values gone?
MikeB found this review useful
I ordered and paid in full for a set of Balmoral side tables on 28/7 and was told that delivery would take place in 9 weeks.
When the date was due, I emailed to check on delivery and when I got no response after a few days, contacted them again. After a week I sent another email cancelling the order and requesting a full refund.
Today I received a call from the delivery company with a delivery date but I told them I had cancelled the order.
Laura Ashley then called and they guessed that the reason I'd had no response was a backlog of emails due to sickness and holidays! Also that the 9 weeks delivery date was flexible and they really pushed for me to take delivery but, enough is enough.
Any decent company would have the courtesy to let you know if there was a problem with answering emails within an acceptable time frame or if delivery was going to be late. Rubbish customer service.
Me and my partner ordered a curtain pole, two end balls,curtain pull backs and a Somerset bed frame from Laura ashley. We ordered online as it entitled us to extra discount for joining the site along with the bank holiday discount.
The process took forever to do, and several attempts to complete. We were given an approximate waiting time off 11 weeks wait for our bed frame,apparently this was because it was being 'handmade' especially for us. We thought that 11 weeks was a very long wait bit considering the type of company it was we aggreed.
Around about 4-5 weeks after out order we received our curtain balls which may I add were left outside our house for all to see (even steal). When we opened them they were very damaged,immediately we took them back to the shop for an exchange. When in store I got told that they couldn't exchange but had to send the current balls back so new ones could be sent (another long wait for my order).
Around about 2 weeks later finally our curtain pole turned up along with curtain tie backs, surprise surprise these were damaged to, scratches and dents in the pole and all the packaging dirty and ripped. Again I went back to the store, the manager on duty that afternoon did replace it for me,this box was still damaged but the product was not.
Last but not least our bed was finally delivered 12 1/2 weeks after ordering!!!! Again the boxes were damaged, ripped and quite disgusting. I briefly checked the products, I couldn't get them out of the box as they were very heavy and i needed my partner to help me. I was assured by the delivery driver that all the pieces were there.
When putting the curtain pole and tie backs on we couldn't use the screws provided by Laura ashley as the moment any pressure was put onto the head of the screw it would disfigure it and you couldn't screw it in,we had to use our own screws,the pole again had our own screws in it and the metal was/is poor quality.
A few weeks later my partner and I began to get rid of the old furniture and start to build the new, all the parts seemed to be there but we noticed horrible black marks on either side of the bed frames, hot water,fairy liquid,WD40 and sugar soap had no effect on these marks.
NOT IMPRESSED, considering the amount we paid for the bed frame. Just to add more into the pot, when putting the frame together the 'pre drilled' bolt holes were not pre drilled at all, the bolts would only go in about 1/4 way before jamming.
My partner had to go to a DIY store to buy a tool that rethreaded the bolt hold (cost of £34.00) luckily the bed went together, but the quality of welding, metal and finish is something to be desired.
We are currently in the process of complaining about out damaged/faulty products,can't wait to hear from 'customer services'.
So in our opinion the best thing to do is to avoid laura ashley products, its far to expensive, poor quality, lots of Mis sold products and very disappointing.
From now on the only shop we will be using is John Lewis-maybe Laura Ashley should take some hints from them...they know the meaning of quality products,customer satisfaction and service!!
We ordered a leather sofas which was delivered on time. Sadly one of the delivery men managed to smash a picture on the wall. He promised that Laura Ashley would pay for it and took photos as evidence. 10 days later a claim form arrived asking for two repair estimates which we sent immediately. After several phone calls, they claimed that they never received the form and asked for a copy which was sent recorded delivery. However despite another letter promising to pay followed by five phone calls to customer service and more recorded delivery letters, we cannot obtain a reply. It is now 4 months since delivery. I guess a solicitors letter is now the next option and/or a claim through the small claims court. Also it is time that Watchdog took a serious look at the appalling stories.
MikeB found this review useful
Laura Ashley are a disgrace. I have been attempting to have all my curtains which are still in boxes since 2012 to be hung by Laura Ashley. It took about two months for the curtain fitter to even come to my home to measure up and I needed a specially made pole for my bay window. I have called emailed, I get promised a Team Leader will call back, they cant find my order, they have my order, then it is lost again.
Laura Ashley have taken my money and failed to even put the pole into production. They refuse to proceed and ignore my requests and calls, they delivered my bed and sofa and plonked them instead of assembling them which is supposedly part of the service. I spent over £12k on furnishings and design services and I cannot even get the company to return my money for the pole they never made. I am now contacting solicitors to get my money back. DO NOT USE LAURA ASHLEY, they do not respond, they do not care and they take your money and then nothing!
I ordered an expensive mirror through the website. I was allocated a delivery date on a day when I was working (the company are unable to let you choose your own order date) and so tried to change the date. They couldn't change the delivery date or the delivery address to my nearby work place. This resulted in a "failed delivery". My mirror then "got lost" in the Laura Ashley warehouse for almost two weeks with no one on the enquiries line able to tell me where it was; they would contact me when it was ready to be delivered again.
Eventually someone offered to look into the issue. I was denied the opportunity to speak to a manager as they would call me. I explained that I worked in a hospital and so could not take unplanned personal calls during working hours as I am generally with patients. They refused to correspond with me via email! Instead I had a missed call from a blocked number without an answer phone message.
Finally found out after I called them that they are delaying my order until the end of September, two months after I placed the order and six weeks after the initial delivery date. They were unable to offer me any explanation or apology.
Appalling service from a company, particularly considering the cost of the products being purchased.
MikeB found this review useful
Ordered a bunch of bedroom items totalling around £2,000. I was told delivery would be 12 weeks by the shop assistant although soon after processing this date moved to around 16 weeks. On the day of delivery my wife took a day's holiday as they couldnt specify a time slot (althoug to be fair the day before delivery date this was narrowed down to between 8am-11am). On the morning of delivery we were called to say the delivery had failed due to 'courier issues'. We were told the items were on the van waiting to go but there was no driver. Apparently we have to wait for the items to be removed from the van (!), the delivery order to re-appear on the internal processing system and then in 48 hours we will be called to specify a new delivery date. Absolutely no customer service, we spoke to some human robot and then their supervisor, they wouldnt call the delivery company to prioritise our re-delivery and can only offer a £25 gift voucher for the inconvenience and loss of earnings for my wife's holiday day! A clever scheme given that there is no chance i'll ever be setting foot in this sory excuse for a company. We were seduced by the excellent pricing of their products and have learnt the hard way that you pay for what you get. I cannot stress any further that you shouldnt use this company. And if you do you've been warned!
MikeB found this review useful
Don't be fooled, Laura Ashley is a company that has appalling customer service. I bought a sofa in store with a new Laura Ashley credit card, but cancelled within the 48 hour window. It took me 4 weeks and 3 emails to the CEO to get my money back. They also tried to charge me 25% for cancelling but I had mithered them for written confirmation of my cancellation so they didn't have a leg to stand on. That's another point - you deal with the customer services on the phone but they don't send confirmation emails so it's your word against theirs. A very dangerous game when £100s are at stake. Each time I had to email the conversation to them via their website form so that I could get written confirmation. I am disgusted with the service and couldn't be more relived that I cancelled my order prior to it's arrival. If their customer service is this bad, I don't even want to imagine the final product!
Ordered the large Kingston Sofa and 2 Chairs amongst other things on the 19th of April. They told me in the shop that it would be delivered around the 7th of July.
Since I placed a rather large order the the lady in the shop made a slight mistake on the total order and forgot to order one of the chairs. She asked me to order that chair separately as she didn't want to enter all the items in the system again since she couldn't add the one chair. It was fine with me as long as they would arrive at the same time. She said that it should and gave me the number for customer service to call which I did and they confirmed to me that the furniture would ALL be delivered at the same time.
I received a call on around the end of June, saying that they would deliver the furniture on the 14th of July (a week later but alas...).
The night before I expected the delivery of the sofa and 2 chairs my partner and I dismantled the Laura Ashley Day bed which was put up in our lounge (it was temporarily used as a sofa).
The next day the delivery guys brought...ONE CHAIR! Since he couldn't magic the sofa and the other chair from his van I called customer service. The girl seemed apologetic but said that there was nothing she could do to speed up the process: the best delivery date she could give me was the 30th of July! She even said that I placed two orders and couldn't expect delivery of the items the same time -ignoring the fact that I called to make sure that they would arrive at the same time and was now left with only 1 chair to sit on for another 2 weeks-.
Putting up the Day Bed again was clearly not an option. After some hassle she offered me £25 in a gift card as a good will gesture.
Finally, on the 30th of July I expected the sofa.
- The delivery guys refused at first to deliver it. We have an apartment on the first floor but there are 2 flight of stairs as the ceilings are very high. So they considered it to be a second floor apartment...Right...
- Furthermore they tried to argue that I had to sign a disclaimer in case the would cause damage by lifting it upstairs...Right...
Yet again Laura Ashley customer service was called and it did get sorted. The guys brought it upstairs didn't cause any damage and its is a lovely suite.
I noticed that there was a label on the sofa with a final inspection check. According to this the last inspection took place on the 21 of June (!) So they could have delivered it earlier and after they screwed up on the 14th, they should have delivered it within a week. Especially since I live in London and I am sure they have to deliver items to that part of the country very often...
Today I had to chase up the credit voucher as they sent it by mistake to my previous address... Well well...
All in all, it was very disappointing to:
(a) have to wait such a long time for a sofa
(b) not receiving all the items at the same time despite them making such promises
(c) having to wait another 2 weeks for the remaining items to arrive
(d) having to deal with some rude delivery guys who initially refuse to deliver the items
(e) finding out that the items were ready weeks before they got delivered and them not making a gesture with regard to an earlier delivery date of the sofa and chair which they clearly could and should have done (instead of the £25 voucher).
I spend over £4000 in the last several months. I do like the service in most shops, especially the South Woodford one and will remain to be a customer as I do like their items. However, the customer service with regard to the delivery of the items and the mistakes they made is not acceptable and I would urge them to look into this matter. There is a lot of room for improvement here.
my customer decided he liked l.a. paint and i had the job of painting his house in it. Each store carries a minute supply of each colour , so having bought the entire supply from two stores I still didn't have enough. I ordered in store for home delivery. It says 3-5 working days on the website (right where you order paint) for paint deliveries - This is WRONG! As I found out when I phoned to chase the order, the actual delivery time is 7-10 working days...and in reality , it seems, its 10 working days.
This was a massive problem for me as I had a two week window in which to complete the job. I was not allowed to cancel the order, even though the paint was a long way off from even getting near the delivery truck. ridiculously 'the system' does not allow the cancellation of an order 24 hours after placement - EVEN THOUGH no-one has lifted a finger to action it !!
Combine this with a premium-rate customer services number which always seems to be experiencing 'unusually heavy demand' - and in my view the whole customer experience side of this company is just atrocious.
Driver has just refused to deliver our sofas, as he feels the road we live in is too busy,(40 mph) our drive is big enough to accommodate his lorry but he obviously does not have a reverse gear or is an inadequate driver. Talking to customer services, even though this man works for Laura Ashley, he is entitled to refuse to deliver, and is more important to Laura Ashley than their customer. Customer services also told me I will have to pay for a smaller vehicle to deliver but it will take at least a week, (no help as my old sofas were collected by a charity this morning). I want to cancel but they said they will charge me 25% cancellation fee (well over £500. The customer services manager I spoke to was really cold and off hand. So my warning to you all is unless you live in a really wide quiet country lane with a big round drive so the driver does not need to reverse DONT BOTHER or BEWARE.
Cheryl Klein found this review useful
We ordered a unit for our dining room in January, we were told it would take 12 weeks delivery, no problem, the unit arrived on 16th April, 2 delivery men, they unpacked outside brought in the units for assembly, when inspected there was cuts out of the wood, a piece missing totally, and the cupboard door broken. The delivery man gave us a number to phone which I did right away, the lady on the phone apologized and said use the unit and reordered the whole thing again. Once again we were told 12 weeks. The unit arrives now on the 23rd of July - !!!!!
Where on earth do the units come from?? I must say I would never recommend Laura Ashley's to anyone, they have had over £1000 of mine now since January and we are living with a broken unit, never again, we ordered a dining table from DFS and their service was far superior
Ordered in April a Day bed which I was told would be a 12 week wait. Ok, bit long but I picked Laura Ashley over next for better quality, so was happy to wait. Got the call to say the bed was coming on Monday 25 th June, with a two hour window which was fine. When it arrived, I got one single mattress, that's it, nothing else. Delivery man wrote on the docket what was missing. I emailed L A asking them what was the point in delivering one mattress? A few days later I got a reply saying sorry you were disappointed in your delivery time?? I emailed back stating this wasn't the problem - No answer to that email.
I got a call on Thursday 28th to say rest of bed would be delivered on Monday 2nd July from delivery company . They couldn't come sooner as they only come my way on a Monday . Another day off work.
Delivery arrived promptly in morning, same delivery guy as last week, he brought in the second mattress and went out to the van to get the frame, he said, "your'll not believe this, they've sent the wrong bed again!" They had sent a double Alice bed!!!
He was embarrassed!! I was disgusted. He give me a number to ring, which I rang straight away. Lady was fairly disinterested and said she would email the relevant person. I received no word back. I emailed them again, putting my complaint in writing. Not the reply nothing! I emailed again on Tuesday 2nd July requesting a manager have the decency to reply to me with my mobile number. Not one thing.
Really angry now. Woeful service, but as others have said they have received full payment for this at the time of ordering!
Also I had to explain to my little girl that her princess bed did not arrive and she's sleeping on the mattress on the floor.
I ordered two rolls of the Laura Ashley cottonwood wallpaper. The rolls arrived within 3 days of purchased. They were the same batch number, well packaged and as described. If i signed up to the news letter then i got an extra 10% off so i did that. It took over 30 mins for the voucher code to be emailed which was a little bit of a pain but patience is a virtue as they say. However the 10% discount came in handy as at checkout I was then charged £4.50 postage cost. I'm so used to ordering things with free postage these days. But the 10% discount and the postage fee cancelled each other out so it wasn't too bad. I would recommend LA. thank you
Whilst visiting the Stratford on Avon store 28/04/2013 I was pursuaded to take out a store card - which would give me another 10% discount of several items of bedroom furniture. Ok sounds great!! Lets do it!!
I was advised furniture would be delivered in June (infact paperwork advised July)- and if I could pay 10% now no problem!! any remaining balance would be added to my card just before delivery - sound just amazing - Im hooked!!
However I then get a store card statement (MAY) which is fully charging me for one item of furniture which is still two months away from delivery along with interest if I dont pay for this item of furniture in full by 23/06/2013. As a result of this statement I actually paid for this in full as I didnt want interest charges!!!
So let it be known - DO NOT TAKE OUT A CREDIT CARD - WITH LAURA ASHLEY - THEY DO NOT ADVISE YOU - YOU WILL PAY CHARGES ON ANY FURNITURE THAT THEY WILL NOT DELIVER FOR SEVERAL MORE MONTHS!! THEY LIED ABOUT THE DELIVERY DATE AND WHEN I TRIED TO CANCEL THEY WANTED 25% CANCELLATION CHARGE!! THE CUSTOMER SERVICE IS WORSE THAN RUBBISH AND I SPENT AT LEAST 3 HOURS OF MY TIME TRYING TO SPEAK TO THEM!!! I WAS TOLD ITS ACCOUNTS NOT US!!! WELL LAURA ASHLEY YOU SHOULD BE ASHAMED OF YOURSELVES GET A GRIP AND START LOOKING AFTER YOUR PAYING CUSTOMERS!!!!
I ordered Cottonwood curtains for my patio and bay windows costing £1,400. The process was not easy, the sales team were cold and not customer friendly or helpful .... I should have heeded my initial instinct. I did point out at the,time that I did not feel as if I was a valued customer. I run two Nationwide companies so I know what good customer service is.
I called to cancel after two working days as the swatch came and the colour said not match the description.. They said there would be a 25% charge (£380)!! as the length of cloth had already been cut. I said 'then I will have the fabric as I had paid for it'.
They insisted that they would still make up the curtains that they will clearly sell on. So I bought the fabric - they sell on at a profit. ....... I feel robbed!! ....... £380 is lot out of my pension for nothing in return. They have profitted out of me. Disgraceful to the extreme.
I ordered upholstery fabric in 2011 to have my antique suite re-upholstered...I know, I know, how silly of me as I should have gone to a reputable retailer and not this excuse of a shop! The fabric however was the exact colour and style I wanted so off we go. The suite was re-upholstered (not by LA) and duly delivered back to me, fabulous.
Some 6-8 months later I began to notice that the gorgeous 'truffle' colour was taking on a very nasty pink hue...it was unfortunately some time later (my father was terminally ill at the time and this paled into insignificance...) before I contacted them to inform them of the issue. In all fairness the girl who has dealt with the whole debacle has been incredibly professional and supportive, so I cannot fault her or the actual eventual outcome. The fabric I had remaining was returned for testing, photographs were taken and sent and then a seat cover from the suite was requested. I initially refused this, 'what if it gets lost?' I enquired...'we assure you it won't' they replied.
No sight nor sound of the thing for 10 weeks now and a mere offhand apology after my writing to them is all I've recieved, a sort of 'oh sorry, it's disappeared, just deal with it' kind of response.
They have refunded the money for the faulty fabric and are agreeing to pay for the cost of re-upholstery - there would have been hell to pay had they not, but they have lost an item belonging to me and couldn't give a damn.
I've recieved a very badly written letter from someone in their customer relations department (haha what a joke!) more or less stating that nothing else can be done but that I can contact the furniture ombudsman if I wish to take the issue further.
The issue is not now about the faulty fabric and re-upholstery costs but the lost item which no one seems to be really concerned about.
I would have thought that some sort of goodwill compensation would have been forthcoming...a gift token (though that means I have to return to the wretched shop), but nothing.
If I ever set foot in a Laura Ashley shop again it will be too soon.
Interestingly the people who are going to re-upholster the suite and from whom I'm now purchasing fabric say that they have many dissatisfied Laura Ashley customers who have bought fabric from them believeing them to be reputable and trustworthy.
I am tempted to write to the CEO but it seems as though he also couldn't care less so wonder what the next step could be, perhaps just put it down to experience I guess, and perhaps wait for this company to fall flat on it's backside as it surely will do in time.
I just hope that the lovely young girl who has helped with this issue finds herself a job within a company who put their customers first as good customer care is rare these days and she is definitely wasted there.
On 1st April this year, I should have seen an omen in the date, I ordered a footstool from the Laura Ashley store in Bicester. The staff on the day were exceptionally helpful although somewhat apologetic about the delivery date of "sometime in June". However the deal was right and I was happy to wait although why it takes so long was a bit of a mystery. Perhaps they have to walk to the forests of Russian Steppes and to wait for the cotton harvest?
Nevertheless I waited and waited and finally I had a message on 7th June to say that my footstool was ready to be delivered. Wonderful! It's ready and we will delievery it on the 18th June. Now the amusement faded. 11 days? Was it being delivered by donkey and cart...from Mid Wales? Oh and by the way we will deliver it in an "all day window". Has the donkey been fitted with a tachograph or is there a hay shortage?
The message ended with "please call if you are unable to meet that delivery" or something similar.
So I rang. A lady answered the phone, asked for my order number...I can't find that....can I have your post code?...I can't find that...what name was it in?...no. I can't find that. I try the old system, she said, and there was a long silence well, apart from the sound of filing cabinets being searched.
Eventually it was found.
No, an 11 day wait for something that is ready isn't OK, neither is an all day window. But we'll tell you 3 days before and give you a 3 hour window, she added.
Of course I have nothing better to do or indeed do I ever have other commitments planned in advance. Don't worry I'll take a day off work and not get paid...that'll be fine.
It's the system she told me. I asked if there was an human intervention in all of this...she seemed unsure.
Who is your boss? I asked. There was a long pause, she was actually unsure if she had one and we eventually established that they'd all gone home, well it was a Friday and the sun was shining or maybe the donkeys needed feeding!
She volunteered that if I had a complaint she could give me the address to write to. Unfortunately 'd just sold my last Penny Black so I asked if someone could call me on Monday morning.
I'll get a software engineer to call you perhaps, she said.
He, of course, is clearly going going to solve my delivery issue unless by "software" she was referring again to the donkeys.
I hoped but I was wrong - customer services rang apparently only because I requested it. No apology, no solution just blind - we're right and if you want your order accept it
I ordered 2 made to measure blinds 6 weeks ago, yes thats right 6 wks, probably been made in India. Anyway yes they finally arrived, but you've guessed the wrong size. So its basically my word against theirs,re measurements.
Over the years i've spent thousands of pounds and the one time i needed customer service's because of a problem. They couldn't of cared less !! As a gesture of goodwill im sure they could of assisted a loyal customer somehow. Its as though they are just reading a script off with no personal touch. They don't deserve the business. I will definitely be looking at a more superior retail chain next time. Customer service senior representative replied she was sorry. And my reply was" no i don't think you are".
I'll make this brief but lets just put it this way, our sofa was delivered with an additional unexpected surprise... For those of you that may not know delivery drivers of this nature are actually meant to wear over shoes to prevent things like this happen. The driver did not wear these and as a result walked dog pooh into our carpet... days go by and not resolved even though I am chasing and expressing my anger down the phone!! It has been 10 days now and I still have the problem unresolved... It's not pleasant sitting on your brand new sofa with this unpleasant addition to your lounge. I will now have to resolve this myself as your staff after many (recorded calls) are unable to come back to me and arrange for this to be solved quickly. Thank you Laura Ashley, you have turned a regular customer into the most disgusted customer, I shall never walk in your shop again.
We bought a bed from Laura Ashley and after the standard 3 month wait it turned up. Nothing seriously wrong with it but it did have three small faults. One was an area that was unpainted, the second was where one post had what looked like an over-paint or repair where the colour was different and lastly one of the legs was missing its plastic base (which couldn't have fallen out as it is a tight plug fit).
After contacting Laura Ashley "customer service" they said there was nothing they would do as the bed was "within specification" though I cannot see how no paint and a missing foot can be within "specification". Not surprised as LA has a poor reputation for customer service but disappointing nevertheless.
My experience with Laura Ashley is very similar to other customers on this site. I thought my bad experience was an exception but it seems to be the norm. I ordered a doorstop and rug a month ago. The doorstop was delivered within 7-10 days (as per delivery time estimate in website). The rug never appeared. I have lost track on the number of times I have called customer services, waited for 15-20 mins for my call to be answered and put through to the furnishing department to wait for another 15 mins. So far I have not been able to speak to anyone in the furnishing department as I have been unable to wait for half an hour for my call to be answered. After numerous phone calls to both Laura Ashley and city link, the delivery company, I learnt that the rug never left the warehouse. I was told an investigation was underway and I should receive an email for me to confirm I had not received the item. One would think that given that item was never despatched, I would not need to confirm I have not received it!!! It took a week for a letter to arrive. It has been two weeks since I posted the letter. So far I have not received any acknowledgment or further information. I was told by a cs the last time I called that someone should call me back to arrange a new order. That was a week ago. I have spent a lot time, money and energy trying to come to the bottom if this. Similar to other users, I do like their products but will never buy anything from them again. They are the most inefficient customer service I have ever encountered. The best way to judge customer service is when things go wrong. AVOID. There are a number of excellent stores out there offer similar or better products.
Purchased 2 sofas from Laura Ashley. They overcharged my credit card. I then had to explain their error and convince them to reimburse me; they did, but credited my account with too much money, leaving me owing them. I was then working abroad for a month, and my wife continuously received increasingly aggressive phonecalls, almost daily, despite her explaining to Laura Ashley on the first phone call that I would deal with this on my return to UK (one 'customer service' representative reduced my wife to tears). On my return I complained about this harassment (no response). I then wrote to the CEO (Mr Kwan Cheong Ng - no response). I then received a request for money from some other ill-informed staff member..........I find it hard to believe they remain in business. Last month I received another letter telling me to pay them £300 or they will initiate legal action! Looking forward to giving evidence in court............a truly horrible experience. Corporate bullying in the extreme.
Drove down to a branch to buy some Laura Ashley wallpaper, was told there were 16+ rolls in stock. When someone went to look for the two rolls i wanted, they couldn't find any. I then went home and ordered it online, and had to pay £4.50 for delivery. After over a week, i tried ringing CS to find out where my order was, but gave up after over half an hour as the queue (they tell you how many callers are in front) wasn't going down and they charge 10p per minute. I then sent an email, but got no reply back. Next day, tried ringing again, and again waited and waited and finally gave up again and sent yet another email, and guess what? No reply. On the third day, i managed to speak to someone in CS after about 15 minutes, by this time explained i wasn't happy, and i just got a 'robot' apology saying they were very busy and at the moment, there was a delay of 10 working days to receive any delivery of order. Why can't they send an automated email to explain that deliveries will take this long? I asked if they could at least refund me the delivery cost for the inconvenience, and was told, sorry, no, cannot do that. I do like the stuff that Laura Ashley sell, but find that their Customer Services let them down badly, and i don't think i'll be ordering with them online again. I never have this sort of problem with John Lewis or M&S, so maybe they should learn from them!
I ordered a mirror & custom ceiling shade in January. The shade had a 4 week delivery time which meant the delivery of the mirror was also delayed. The shade (Faulty & had to be returned) arrived with no mirror. I waited for the mirror & made several premium rate calls to their customer service....holding on for up to 23 minutes instead of actually speaking to anyone. I went to my local store to complain/try & work out what happened and told that they won't do anything as I ordered online and they only deal/chase store orders. Next time order through store as i'll get a better service!?!? I pointed out they were the same company but that counts for nothing. Eventually got through to customer services and told mirror out of stock and next delivery March. My mirror arrived broken so refused delivery-with their shocking customer service so far no way was I taking broken goods - & reported the breakage right away. Told they couldn't do anything until order returned to them and as I had refused delivery this could take week minimum. I tracked the order & they had the mirror a day later. Two weeks passed and no mirror so called customer services to be told mirror now out of stock until June !!!!! They have had my money since January and my item isn't arriving until June. The laugh in the mirror was in stock when I ordered it and I was going to collect in store. If I hadn't ordered the ceiling shade I'd have the mirror by now.
I don't understand why a mirror wasn't reserved for me as soon as I paid for it in January. I don't understand why a mirror wasn't reserved for me when I reported the breakage in March. Why is the buying and merchandising team so bad that they are out of stock 2 days after a new delivery? They are still taking online orders for the out of stock mirror so if something goes wrong with June delivery just how long will I be waiting for a new mirror.
Their customer service team don't care and neither do their shop staff. When I complained about the premium rate customer service number in store the girl said they have to use the same number as no alternative. There is no way a store has their staff call a premium number and if you don't want to call a premium number with you can get their customer services on 01686622116.
Ordered a £1000 daybed from them in the hope that they would expedite delivery by giving me an ex-display one from my local store rather than making me wait 9 weeks as I need it urgently. How wrong could I have been ? Not only will they not do this but they have also already debited my card for the full amount, so they sit on my cash while I twiddle my thumbs. When I challenged them on this they said that I could have only paid a deposit if I'd ordered in-store.....so it was my fault for ordering online. Rubbish, rubbish, rubbish. I expected much more from the brand - they won't get my money again.
Laura Ashley's customer service is awful when ordering an item which is to be sent to a store for pickup. DONT DO IT !! ..... EMAILS OF CONFIRMATION THAT YOUR ITEM HAS ARRIVED AT YOUR REQUESTED STORE DO NOT COME. DONT BOTHER TRYING TO CALL THEM ( UNLESS YOU WANT TO WASTE HALF AN HOUR OF YOUR LIFE , PUTTING A MATCH TO A FIVER OF YOUR HARD EARNED CASH!! IN THE PROCESS !) So unless you want to be sherlock Holmes , do yourself a favour don't bother , go in store or try house of fraser or debenhams or john lewis . who in my opinion have far superior customer services.
Ordered a simply pair of curtains with Click & Collect, it's taken 2 weeks, 3 phone calls and two emails to get to this point.
1st phone call the staff "put me on hold to check" and simply hung up the call.
After emailing customer services about the order after a week, I got no reply but as if by magic got a dispatch confirmation saying the item had been dispatched to the store.
I phoned the store on Tuesday, they had to go check the deliveries for a few minutes - great system! She returned to say it wasn't here, I had to wait for an email from the system saying it was in store - what, you don't call? "No, no we're not anything to do with the online store" - nice.
I checked the tracking number I was previously given on the Wednesday - this stated the delivery was actually made on MONDAY MORNING. Why the girl didn't find it, probably down to their painful system of simply checking deliveries. Why also, had the online people FAILED to email me to say it was ready for collection?
Cue another 10p per minute call to store whilst they go off to check AGAIN. Thankfully this time it was found. The cost to me in phone calls alone means I might have well have saved my stress and just gone for delivery instead.
For a company that tries so hard to project a sense of elitism, they have a LOT to learn about the retail process and good customer service. Absolutely abysmal.
My recent dealings with this company has been a real eye opener. I shop with John Lewis on-line on a very regular basis and for some reason,in my mind at least,I put LA in the same category. I could not have been more wrong. I have three orders pending with them and two are late. I have experienced 40 minute phone calls,just hanging on waiting for to be answered, emails unanswered. No reasonable explanation as to the delay, I am dreading get my furniture because I can't stand the thought of the hassle I am in for if they are damaged or have parts missing. I will never deal with them again. I fully understand and appreciate that furniture can take some weeks in production, I also appreicate that LA can be subject to delays and problems outside of their immedite control, but their lack of customer care is all on them and unanswered phone calls and emails are not on. Whats more, using a premium telephone number for their CUSTOMERS to communicate with them is cheap and outrageous. This company has been going for almost 60 years, I give them 5 more if they don't up their game in a aggressively competative on-line market
I placed an online order at the end of december. Having heard nothing from them other than an email confirming my order, I thought I had better phone to check the progress of my order (7th Feb). I spent 45 minutes on the phone, going round various departments, to discover that my order had been cancelled. On further investigation, they had cancelled my order because I had not replied to the emails they sent to the incorrect address (and it transpires they knew it was incorrect because the emails bounced). Before emailing, they made one phone call but I was not there, so they resorted to email. No follow up call, no checks made to see if they had copied my email address incorrectly (which they had, as I double checked my online account and I had given them the correct address, they had simply chosen to add some extra letters to the end of it). All I received when I phoned was an accusation that I did not know my own email address.
So now I need to wait an extra 9 weeks for my order - if I could find the particular furniture I want elswehere I would, but I can't, so grudgingly having to use Laura Ashley but this will be the first and last time I use them. Dire customer service.
We ordered two leather sofas back in early October and paid in full ready for delivery first week in January.Just before Christmas we had a message left that the leather was poor quality so they would now deliver late February.
We emailed in the new year a few times without getting a response at all and rang and asked for updates and about the sale prices as now the cost was a few hundred pounds less. They really do not care, will not update us on delivery or negociate on the new price but said cancel if you like- so we did.(now waiting a few weeks for a refund)
If the customer service is so poor now what would it be like if we have a problem with the furniture? Had the customer service been proactive and kept us informed we would not have cancelled.
Terrible waste of space. The furniture was delayed by 3 weeks. It arrived and I was especially excited as I'd been waiting such a long time for it. The couriers were very helpful, they unpacked the items in the communal hallway, and I sat back in my lounge, they were rather a long time, so I shouted is everything ok - no they replied on of your bedside cabinet has a faulty foot. They brought it all in and said L/A would contact me asap. To cut a long story short L/A were very sparse at returning calls I asked for a new bun foot to be sent to me, but they couldn't they said it would have to be a complete cabinet made from scratch. I had paid £1575 for these items. They told me I would have a further 7-10 week wait and then they couldn't guarantee the patina would be the same. On close inspection the marks scratches and cover ups on the furniture made me decide to send it all back to be honest it was not worth such a lot of money, stack em high from Asia is not the answer. On collection they didn't arrive between the hours booked and the refund wasn't done until I phoned up to complain and that will taken another 7/10days to be refunded to my credit card which by the way I have paid so it means another transaction to finally get my money back - what a waste of time and energy.
PLEASE DON'T USE THEM, I shopped at Next and was completely satisfied with them. LAURA ASHLEY is at the bottom of my list from now on, just wish their customer services were better unfortunately they were below standard, STEER WELL CLEAR.
ordered a sofa in July, received wrong hand sofa in August, waited two weeks trying to sort it out with "customer service" i use this term very very loosely worst customer service ever. eventually visited my nearest branch and got a replacement sofa and footstool ordered.
waited several weeks given a delivery date of the 5 October for new sofa
they then try to deliver new sofa to the wrong address! despite taking a day off work to wait for delivery as we would have had to wait an extra week for the next Saturday delivery and it has to be re-arranged a week later.
A week later and another day off work they try to deliver an Hour later then agreed time and sofa arrived in the WRONG fabric!!! foot stool is correct sofa completely different!!
Having escalated this issue I was dealing with Lisa from the complaints department, she then placed ANOTHER order for the correct hand sofa in the correct fabric to the correct address delivery date given w/c 16.11.12
I then send a written letter of complaint on the 31st Oct - this is still yet to be acknowledged.
w/c 16.11.12 arrives and receive a phone call to book in delivery Great! - wrong they have made the wrong hand sofa AGAIN!!!!!!!!!!!
Call Lisa who is dealing with this complaint to be told she is now on long term sick leave so now have to start all over again!
So another sofa order is placed a LEFT HAND unit I am told this is due into their warehouse Friday 7th dec and delivery will be w/c 10.12.12 - I call and speak to Mandy head of complains on 5th Dec to ensure that delivery is made w/c 10.12.12 some 22 weeks after the order was placed and Paid for.
receive a phone call this morning informing me that delivery will be the 20th Dec as this week w/c 10.12.12 is now full!!! - EXACTLY what i thought would happen, and no doubt something will happen next week to prevent delivery - Do not waste your money shop somewhere else ANYWHERE else i have never ever dealt with such an appalling company
Amelya Glynn found this review useful
Sadly like lots of other people my husband and I have ordered thousands of pounds worth of furniture from Laura Ashley because it is furniture that we like. Laura Ashley know that they have a good range and pieces that sadly you can't find elsewhere and they must play and rely on this- otherwise there is no way or reason any sane person would shop there! we ordered a chair in May this year- yes that is right eight long months ago. Most people who can afford to shop at Laura Ashley probably have full time jobs to pay for their furniture- so brand loyal are we, that we are prepared to give up a days precious holiday to take delivery of our items- because unlike other companies out there Laura Ashley don't work around the customer (saturday delivery would be nice) we have to work around them. So our chair arrives in ..unlike John Lewis (sigh if only they could take learnings from John Lewis) it is company policy not to take their shoes off at Laura Ashley so into the hall they come to put on shoe protectors- not before having stood in the hall with muddy shoes on. Then in comes a dirty box that contains the chair, the fact that my cream carpet has now seen better days is the least of my worries...then we realise that a chair that was paid for months before isn't what we ordered. Now the nightmare begins....we have to deal with the department that loosely call themselves 'customer services' but are actually designed to become the bane of your life and ensure that they haven't succeeded unless you vow never to shop there again (mission accomplished by the way guys). We have to wait another 9 weeks for the chair we ordered to be re-made. By now the summer and autumn has passed and the nights are drawing in and we have no holiday left- note to self with Laura Ashley must allow at least two or three days annual holiday not one because they are bound to mess it up! When we explain that we have now been without a chair or our money for eight months because THEY delivered the wrong item and that we now need a saturday delivery because we have no holiday left we are told they can't do this- cue scripted company policy, protocol, blah blah but that we can always cancel our order...nice! You can't pick it up yourself because they insist on delivery. The most frustrating and unprofessional company to deal with. Total lack of respect for customers- we might be a needy bunch sometimes because we have high expectations that match their price points- or in this case we just want what we paid for pushing a year ago...unreasonable I'm sure. The sad thing is that they as a company do not care and clearly at the moment don't need the business/certainly repeat business. This won't achieve anything, it will all fall on deaf ears but hopefully as part of a disgruntled club fantastic examples of companies such as John Lewis will gain!
Amelya Glynn found this review useful
On 28th October we ordered a bed for my elderly parents to sleep on over Christmas, also ordered a sofa and a chair. The delivery was confirmed for the 21st December (as per the online marketing). The store accidentally cancelled the order and the first we knew about it was a call several weeks later by the delivery team to confirm a delivery date of 11th January. Too late to order elsewhere.
After many hours and numerous calls and to Laura Ashley it has become apparent that they genuinely do not care less and have tried nothing to resolve the issue. I have even offered to collect the items but told that health and safety protocols prevent this.
Any mention of compensation and they freeze. I am part of a process that is designed to frustrate you into submission by passing from pillar to post with the expectation that the customer will simply passively wait for paid for items (Circa £2000) to arrive at Laura Ashley’s convenience. In the meantime my elderly parents will have no option but to sadly spend Christmas with other family members.
The Laura Ashley team and their customer help is as follows…
Emma – Harlow store manager; No courtesy call when the mistake was made. Does not know the title of the customer service person dealing with my complaint or anyone to escalate with. No follow up to my complaint.
Jason Sheldon – Regional Director; informed of mistake and complaint, no courtesy call and no help to resolve.
Matthew – Customer service team; told me calls were recorded this was later contradicted by customer relations. Repeatedly informed me of the process and protocol and lied about the actual reason for another order number creation. Told protocol was not followed when I left a message for him to call.
Nikki – Customer relations management team; gave me her direct line, never returned 6 calls from me or the store. When asked what she would do in my situation she said she was unable to respond ‘computer says no’
Mandy Williams - Customer relations management team leader; not in, unavailable for escalation
Helen Richards – Head of Customer relations - not in, unavailable for escalation
Kwan Cheong – CEO, not able to address correspondence directly to him as they are not allowed to give out any contact details.
When asked if I can escalate beyond the one customer relations team member 'Nikki' I was informed that the rest of the senior team worked in another office and they do not accept phone calls. I informed Nikki that I was going to present my experience on the sites below; she couldn’t even repeat exactly what I had said.
• Consumer Action Group
• Trust Pilot
• Review Centre
• Mary Portas secret shopper
In summary, lies, incompetence, care less service, protocol and process to beat customer into submission.
My Wife and I went to Trafford Centre store and spent £1330.00 on 4 henshaw furniture items on the 28th July.
£349.32 - Side Unit
£455.62 - console Unit
£349.32 - chest drawers
£184.27 - mirror
3 of the four items were delivered 3 months later on 28th October. However 1 of the items was damaged and had to be taken back. So we received 2 items after 3 months.
The outstanding items were the side unit and the chest of drawers. The chest of drawers was delivered 1 month later on the 26th November. 4 months after original paid and purchased. We were also told that the Side unit was now end of life and discontinued and that the order couldn't be fulfilled. They offered a full refund on everything, however we explained that we had altered the display unit to allow for cables in the back, they weren't willing to offer a refund on this as it was now deemed damaged.
At this point, I expressed deep disappointment and anger, I was then told that infact the henshaw range wasn't being discontinued but actually they were switching suppliers.
New deliver date for the Henshaw Console table is now Early Feb, that's 7 months late!
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