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 Company Details
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------------------------------------------------------------------------- isabel
and thomas Said, What is Laurey Ashley playing at? We ordered two couches in September 2007 and we have had nothing but bother since. The delivery arranged was a day late and did not come until 10.00 at night. We then discovered the legs for the two seater couch were missing [harrogate]. We have been promised them yesterday the 14th of Feb..Now we are told it will be this week. We have no faith in this promise. ORDER NO 2046******KCC ------------------------------------------------------------------------- I
and T Mc***ey Said, ANOTHER DAY AND NO SIGN OF THE LEGS AND CASTORS FOR OUR HARROGATE SOFA WE ARE ALSO WAITING FOR A THROW AND FOOTSTOOL, WILL ANY OF THEM ARRIVE? THE SOFA IN PARTICULAR WAS DELIVERED ON 7TH DECEMBER... WHERE ARE THE LEGS? WE HAVE LOST FAITH IN YOUR FIRM AND ARE NOW GOING TO WRITE TO THE JUDGE IN OUR LOCAL PAPER. HOPE THIS MAKES YOU MOVE. ------------------------------------------------------------------------- Mrs
Gilliver Said, What a shambles of a firm - no customer service. Laura Ashley delivered to me a chair with broken back legs and will not respond to any letter/faxes.emails to replace it. The thin card packaging was torn, broken pieces inside when unwrapped by delivery drivers. In view of experience considering writing to Watchdog to bring this to public attention and warn others. ------------------------------------------------------------------------- H
L Said, I work in the warehouse of Laura Ashleys & I would just like to say that they are behind on alot of orders, hence why they are taking so long to arrive. We work flat out every day trying to get these orders finished. Its a hard job to do. Im only 18 and I work Monday to Friday 6am to 4pm. So while your sitting at home waiting for your 'brand new harrogate sofa' to arrive, just think of others having to slave away for 10 hours a day, barely able to keep a car on the road let alone having enough money for a new sofa!! Yeah you paid for it huda huda huda but let me tell you there are more dramatic things going on in this world than a piece of wood falling off your new chair!! ------------------------------------------------------------------------- Mrs
Llewelyn Said, Totally unacceptable customer
service, my emails requesting delivery details were ignored, (I was away and wanted
to arrange delivery when I was at home), they decided to leave my parcel in a
secure place in our building and a day or so later accessed the property and removed
it again. I still dont have the items, a refund, or any communication from them
other than the email informing me they took the parcel away - my opinion is that
this potentially constitutes theft, having taken my money for which I've had nothing
in return. ------------------------------------------------------------------------- DF Said, Wouldn't touch with a bargh pole. Delivered a damp settee in September,
collected in October damaging a brand new parquet floor. On the rare occassions
someone will speak to me I have been lied to, even recieved a letter claiming
I 'dragged' my own furniture accross the floor in front of delivery men!
A farce from start to finish and have had to resort to a Court Summons
to get satisfaction. ------------------------------------------------------------------------- mrs Atkinson Said, Bought a laura ashley arm chair with wooden legs and brass castors about
4 years ago. Chair is still fine, but both front castor fittings have
worn through the wooden legs and collapsed. Customer services say they
canot replace these legs now and I cant find any other suppliers. Imagine
if you had bought the settee and this had happened, the chair is useless.
Poor quality and dreadful customer service - won't buy again,disappointed. ------------------------------------------------------------------------- Miss Scott Said, please can a manager call me re my order ref no 3***6q i ordered a blind and a pelmet on the 5 oct received it eight weeks later but the pelmet did not match the blind plus being to small thanks to your assistant.I ordered this in good time for the blind being ready for christmas. you now have both of them back and i want them returned to me for christmas i have left a message for someone to call me but no one has bothered. i feel that my pelmet should take priority as it is your muck up ------------------------------------------------------------------------- K.J.Smith Said, Why oh why do I still shop at Laura Ashley? It started with a "lost" settee out of two the same ordered at the same time about 4 years ago. Then I had a lot of problems ordering a leather chair last March, due to one of apparently many price errors in their catalogue, and a very rude and "superior" female in Nantwich shop, who didn't know what a contract meant. Then on 27th September last year I ordered a loose cover settee. After almost ten weeks they delivered... a fixed cover settee. There was no apology, the female I rang said sh'd check to see if I was right!!! She then rang back to say it would be the middle of January. It was actually 29th of January. Despite my waiting with 10 yards of the door, which was open, I didn't hear them ring the bell and they left a card in the door to say they'd been. A very pleasant apologetic young man said he'd look in to it and get the delivery men to return. A rude woman rang back and accused me of not being in and saying a man answered my phone. I was treated like a liar, I was at home alone waiting for the delivery. She then said they'd gone home and couldn't deliver. This was at about 12.30pm. I had a call 4th February saying that the settee would be returned on the 2nd March!!! Six months after I placed the order in the first place. By the way a bobble on a cushion I purchased fell off without being man handled. Laura Ashley is a disgrace, it makes a mockery of all the hard work Laura Ashley actually put into building up the business. ------------------------------------------------------------------------- A Gardner Said, Laura Ashley is a total disgrace. We ordered a table from them just after Christmas 2008. We have still not received it. Will Laura Ashley help us or offer any compensation? Not a chance... ------------------------------------------------------------------------- jackie oconnor Said, Ordered and received two leather sofas before christmas 2008 one had a leg missing and they were two DIFFERENT (breton leather) colours--tecnical team say they are an acceptable match but truley one is light orange and one is dark redish/brown its now march 30th and after loads of phoning e-mailing writing ect they SAY they are going to ring within a week! to arrange somone to see them the service is the worst i have ever known and i do wish i had gone to marks now, but i thought they were a good company --how wrong i was and I still do not know what will happen. ------------------------------------------------------------------------- elizabeth lewis Said, I couldn't believe some of the criticisms until I tried to buy a dress listed in Good Housekeeping at £75 and was then told by phone that this wasn't the right price as it was only a promotional price (which wasn't mentioned in the article)and I couldn't order it on-line at the advertised price but would have to pay £96.92. What a heap of rascals. ------------------------------------------------------------------------- denise Said, Regardless of working all hours HL, that does not justify poor customer service. whilst it is very noble, that u are defending the company you work for, this does not make a blind bit if difference..... customers have a right and im sure if you ordered something and were treated unfairly you would also be unhappy.... so take your typical "i cant afford a car yada yada" comments and ..... because people also work hard to buy nice things!!! ------------------------------------------------------------------------- F. Thorpe Said, Please would you telephone me on 014********98 I wish to make a complaint against your laura ashley shop at St.Andrews Quay at Hull. I was told they were in contact with you yesterday. Thankyou so much. F. Thorpe ------------------------------------------------------------------------- Marguerita Said, Ordered wallpaper, curtains, curtain pole and cushions in June. Took out a LA credit card because I would get about £40 vouchers for my £570+ spend. Got credit card statement to find that I had been charged for my own and another customer's goods. Credit Card Co. didn't want to know and referred me to shop. Shop answerphone offers transfer to Customer Service or hold for shop to answer. Shop didn't answer all day. Travelled to shop and was told that the next but one customer's transaction was, unexplainably, added to my account. Told I would get a call from Shop Manager (Derby Homebase Laura Ashley) which did happen the next day. Shop Manager very dismissive and said credit would be posted to my account. I had spent a considerable amount of time and money trying to contact the shop and was told, by Customer Service, that I must produce 'phone bills and that I had to write in if I had a complaint - no email facility. Asked for a call back from Customer Service next level and when I got it was offered £10 voucher. Still don't have my curtains - ordered in June and expected in September. Had email contact from Customer Service asking for my home address and, after supplying this, no further contact to date. Just want to cancel curtains and cushions and put this very bad experience behind me. ------------------------------------------------------------------------- Evelyn Said, I ordered a Beth mirror and pewter plinth shelf on 7th July 2009 The shelf came on 10th July. No sign of the mirror. Rang Customer Services and got shunted around answer machines and told to wait for an available operator. . Waited on separate occasions for between 6 and 7 minutes. Went back to store to be told that they could not get through easily either. Store rang me next day to say mirror could take up to six weeks. Mirror delivered August 26th. Wrong mirror in heavily packaged box that had to be taken to another location before I found out error. Tried customer services again without success, then spoke to local store. Very rude response. Almost acusatory. Have given my telephone numbers for Customer Care to ring me, but no sign of them. Have just typed letter stating if they do not reply then I will be taking legal action. I advise anyone experiencing similar innefficiency to do the same. Maybe they will address the problem then. ------------------------------------------------------------------------- pearson Said, every time you have a problem the assitants will not give out any imformation. ------------------------------------------------------------------------- Barbara Said, Just received a Burlington sofa and two chairs fit for dwarves and also extremely uncomfortable. Ordered by telephone and researched on Laura Ashley website; at no point were we aware that we were ordering a bespoke item of furniture through their 'made to order' range. On trying to return the ridiculously tiny and hard suite we were told by appallingly rude custemer services team that we are now liable for 25% of the total price as it is a special order. Despite trying to reason with them and pointing out that their terms and conditions are not clear they are refusing to waive the £500 charge and we will also have to wait until they are able to remove the unwanted furniture. Since this is likely to be some time, no doubt they will try to accuse us of damaging the furniture too. we found the customer services team to be extremely hostile and accusatory. We bought these items in good faith, but they are unfit for purpose. NEVER AGAIN! ------------------------------------------------------------------------- Jane Said, Don't buy anything from Laura Ashley unless its in a sale. How frustrating to purchase an item only to discover six days later it has 25% off! No price promise - what a shambles. Shame on you people at laura ashley! You lose yet another loyal customer. ------------------------------------------------------------------------- Chris Said, If you want an honest and stress-free shopping experience please AVOID LAURA ASHLEY! Do not be enticed by the delightful images in the catalogue ..customer service is the poorest I have known. I do a great deal of internet shopping and nothing compares to this. After waiting months for a Burlington sofa, the version delivered was not as stated in the catalogue - it was 'ridiculously tiny' as described above. I measured it at widest point to be 25 cm narrower than listed. I recorded the size and returned it same day unwrapped. Customer service staff curtly informed me that in their opinion the sofa is the correct model and is in perfect order. I complained my time has been wasted and but the response I received was a charge for 25% of the sofa price as cancellation fee. It seems that Laura Ashley customers are not served; they are treated with contempt. ------------------------------------------------------------------------- Colin Said, bought 'Designer' blind which is see through at night. L Ashley claim it is fit for purpose - for a downstairs loo !! No luck with v poor customer (non) services so will have to threaten small claims court. ------------------------------------------------------------------------- Susie Said, Shame on Laura Ashley. We ordered two large mirrors, one of which is way too heavy to hang on the wall we wanted it for (there are no weights on the website). Now they want to charge us £60 to collect it - funny that it doesn't seem to cost them £60 to DELIVER it. I am trying to explain the difference to them of Made To Measure (which the mirror is not) and Made To Order. On the website, the £60 fee is under the heading "Made to Measure, Upholstery & Furniture", which the mirror isn't! As far as I'm concerned, the mirror is a standard item which could be sold to someone else. £60 fee is a rip off. This is my first experience of online ordering from Laura Ashley - shan't bother again. ------------------------------------------------------------------------- candy Said, well where do we start, I work for them and it is indeed well known amongst
the staff that customer service is appaling. They really do not care about
the customer at all! As for their employees, they constantly threaten
us that we will loose our jobs so we'd better do everything we're asked.
They pay us the mininmun wage yet want blood. They don't care about customers,
just want their money, accounts accounts accounts, interest free, make
those sales. Well yes times are hard but those of us that are on the shop
floor actually are there because we enjoy SERVING customers and being
helpful not badgering them for their money. We are just a number. I was
so excited to join this company but I am so disheartened now. This company
does not deserve anyones money. Overpriced tosh from China (quality has
disappeared) . I expect Laura Ashley is turning in her grave, this was
not her idea. I have worked for a fair few retailers before and this one
is definitly the worst! ------------------------------------------------------------------------- shirley Said, Bizarrely I feel better after reading the previous comments - I was beginning to think it was me! My complaint is about badly faded wallpaper which is unheard of in this modern day and age. Erin Duck Egg blue is now dingy grey. I first noticed it about 6 months after decorating when we changed a mirror. "Customer Services" were dismissive, offhand and downright offensive in the end from the original phone call through letters of complaint and one to the Customer Services Manager. They certainly are the worst I've ever experienced contrasting markedly with Dulux who confirmed cheerfully that a tin of paint was faulty and sent a voucher for a replacement by return of post. ------------------------------------------------------------------------- C Fenton Said, I totally agree with all the comments about their appalling customer service. We ordered blinds, curtains, furniture in early Nov; we did not receive the goods till Feb and parts were missing or they'd used the wrong material. We have phoned them about 50 times trying to get the complete order; they never call back and make no effort to deal with the problems. One blind had to be re-made 3 times as they could not get the order right. Never order from Laura Ashley - you are in for loads of stress. ------------------------------------------------------------------------- Jan Said, The Virtual Chair We saw a chair we liked at a Laura Ashley store Saturday. We phoned on
Sunday to try and order it; told we had to come in to do that; drove half
an hour to the store. -------------------------------------------------------------------------
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