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Laura Ashley CHRONIC customer service !!

(25 Posts)
baileysmam Thu 19-May-16 12:57:05

I'm soooooo angry and have to vent! So ladies, bought two rolls of wallpaper from Laura Ashley, £34 each.
Decorator put one roll up and realised there was what appeared to be printing fault. Luckily I'd purchased a second so he finished the job with that one.
However when I got home I noticed there was a length that had snook through and was now pride of [place on my chimney breast. Ok no biggie, but went into L.A. store then next day with photographic evidence and receipts and asked if I could be refunded the cost of one of the rolls? No biggie I would have thought.
" Erm, do you have the faulty wallpaper"?
Me:- 'Well no, it's on my chimney breast'.
L.A. We cannot help, you have nothing to show us
Me;- 'well no, but unless I take it off the wall I won't will I? But I have photo's here, and a member of staff can feel free to come to me home.
Upshot, long story short, no
joy, 'ring customer services'.
So I did, and emailed and sent sed photo's as requested as evidence.
Today the lovely customer services emailed me to say No, nada, get stuffed!! Basically I need the slip enclosed with the wrapping.
I have explained the decorator took the wrappings off and quite naturally threw them away. Still no joy.
Ok, in an ideal world we would all, of course, keep all our slips. But what about goodwill to the customer?
What about common sense?
What about all those customers who over the years have spent a small fortune?
I spent nigh on £70 for two rolls of wallpaper and even though we ended up having to use both I only wanted it acknowledged that one roll was faulty and therefore be refunded.
SADLY looking at other posts about Laura Ashley's customer service it seems I should have expected no different.
But what a cop out.
Sorry girls rant over!!! sad

MaisieDotes Thu 19-May-16 12:59:39

Can you tweet them? Put a message on their Facebook page? Publicly call them on it.

Be really disappointed - which I'm sure you are, what a pita.

MovingOnUpMovingOnOut Thu 19-May-16 12:59:46

Can you peel it off the wall and present it loudly on their shop counter?

Is there any despute you bought it from there? Surely they don't think you printed your own substandard yet similar wallpaper??

Do you have a receipt or info on your bank or credit card statement showing you made a purchase from Laura Ashley?

MovingOnUpMovingOnOut Thu 19-May-16 13:00:37

Dispute (ffs)

Lighteningirll Thu 19-May-16 14:42:41

Just chipping in to say Laura Ashley customer service is beyond shocking I returned a ceramic doorknob (£45!!! But I loved them) as it had a hairline crack and they refused as I could have cracked/shpuld have noticed in the shop. I didn't want another as I'd bought six and actually only needed five. Got my money back eventually but very hard work. I also bought a light in their sales they delayed for six months then told me it wasn't coming back in stock and as I'd paid on what I thought was their store card but was actually a credit card I had to get the refund on the credit card and spend the money again so basically a credit note for £300 on a card I had cancelled. I would never buy big from them again.

LeaveTheBastardingBastard Thu 19-May-16 15:05:42

Send an article in it the daily mail with a 10/10 sad face.

LeaveTheBastardingBastard Thu 19-May-16 15:06:02

In to* angry

namechangedtoday15 Thu 19-May-16 15:14:00

Ordered a mattress. Got a delivery date.

Phoned up 2 weeks in advance to say the delivery date they had given me was inconvenient, could I arrange an alternative.

Was told I could only change the delivery once I received the text from Laura Ashley which would be approximately 48 hours before the delivery date.

Got text message - relayed above. Delivery date unsuitable, needed to change it. Was told that you had to ring at least 7 days in advance to change delivery date. If I wanted another delivery date, it would be... 8 weeks later.

Kicked up a fuss. Eventually got them to give me another (convenient) delivery date 10 days later.

Then, on the original delivery date (which I'd obviously cancelled) got a call from my builder (at the house) saying he was stood with the delivery driver from Laura Ashley - where did I want my mattress?!!

Shocking!!! but the mattress is lovely

baileysmam Fri 20-May-16 22:05:50

I have the recipt, which i took into the shop. I have photographic evidence, which i sent to customer services, utter waste of time. Took the photos into store, (one reasonable) sales assistant agreed it was a manufacturing fault. Sadly she was only an assistant and had no clout sad Suffice to say i'm mightily pissed off with Laura Ashley. Yes, i suppose i could peel the offending strip off, if i managed to keep it in one piece. But let's face it, with their shocking attitude it could all be a waste of time,and as i pointed out when i suggested that was the only option, would they pay for my decorator to come back and re-do? Well you dont have to try too hard to guess the answer!! Their attitude stinks and from what i can tell i'm far from alone in thinking that. I have replied to their e-mail and asked that they reconsider their decision, given the fact i've supplied evidence and even in the name of common sense, fairness and good 'ol goodwill to their customers. So far no joy.sad to say i'm not expecting any. They've lost a customer but truthfully i don't think they give a stuff! (Angry face)

allthekingsshoes Fri 20-May-16 22:10:34

There was s thread on here a while ago re some LA furniture. The OP took them to court job the end and I think won but their customer service was awful and many posters had similar tales to tell . Not that helps you OP.

Housewife2010 Sun 22-May-16 08:28:24

A few years ago I had terrible customer service from LA. I contacted the CEO ( details on and the problem was sorted out immediately.

baileysmam Fri 27-May-16 10:49:01

Thanks for that Housewife2010 I'm going to try that.
You know it's just the principle as much as anything now. I did email again reminding them I'd sent a reasonable response which they hadn't bothered answering. may have jolted Ms Jones into action as she did respond, sadly same old response though, but adding without the slip from the wallpaper they didn't know why it had smudged?
I did point out that from my point of view it didn't really matter why it had smudged, it was the fact it had, which the staff in the shop also acknowledged. Bit of a cop out I feel.
When I responded I repeated my point of view adding that really their dealing with the issue was no surprise given what others had said.
I did also inform her that I would do as others had done and take to social media, I acknowledged she probably couldn't care less, but the sad thing was she should!
End of rant ladies. Laura Ashley has lost yet another customer.
But truly I cannot believe that 'the' Laura Ashley would have condoned such shoddy and dismissive behaviour towards her customers.

MassDebate Fri 27-May-16 15:16:18

There was s thread on here a while ago re some LA furniture.

That was me (have n/c since). LA's Customer Service is SHOCKING and they just delete criticisms from social media so there's not much point in bothering - it's all very "la la la we're not listening" and stonewalling in the hope you'll just give up.

I'm a lawyer by profession so I eventually issued a Court action against them. I had much entertainment from their incompetent handling of the claim; they got the law embarrassingly wrong and clearly had no idea how to deal with Court proceedings.

Anyway, eventually someone with some sense must have got wind of it and they settled but it took months from me originally telling them about my faulty furniture. There is no way I will ever set foot in LA ever again after my experience with them whereas I used to love their homeware.

MassDebate Fri 27-May-16 15:17:10

Btw I emailed the CEO too but his assistant just repeated what Customer Services had said. I hope you have more luck OP.

baileysmam Fri 27-May-16 18:30:35

Thank you MassDebate....(lurve the name by the way)!!
Anyway, I have emailed CEO but I suppose the best I can expect is another dismissive missive sad
I can live in hope, but really????
I've said it before, I'll say it again

RaeSkywalker Fri 27-May-16 18:45:40

Interesting. I love their furniture and lighting- I will think twice before purchasing from them again. When you're spending a reasonable amount of money you need to know that if anything goes wrong, a degree of goodwill/ common sense will be extended. And frankly for how expensive their wallpaper is it should be spot on in the first place! My Mum basically furnished her whole house from LA about 10 years ago- she actually said the other day that the quality is nowhere near as good now.

Conversely, I had cracking service from IKEA a few months ago returning a faulty item. Goes to show that you don't always get what you pay for I guess!

DailyFailAteMyFish Sat 28-May-16 08:06:33

MassDebate, I remember your thread, it was a thing of beauty. I would never shop at LA after reading it. Ikea all the way smile

MassDebate Sun 29-May-16 19:34:11

grin DailyFail

NaffOffMartha Sun 29-May-16 19:42:28

Yes I used to love LA but the quality is pretty ordinary now. I agree that Laura Ashley herself would have been disgusted.

Ikea have amazing customer service. I will never forget how lovely they were to my neighbour (who is quite vulnerable and has a poor grasp of the local language) when the bed she had had delivered to sleep on turned out to have a faulty part and we couldn't put it together. They bent all their own rules to make sure that she had a new one delivered asap, before they picked the old one up. Really restored my faith in humanity wink

baileysmam Tue 31-May-16 07:30:11

Sad to say, but also unsurprisingly no response from CEO.
What a waste of space and the points that have been made about Ikea goes to show how it should be done.
MassDebate was correct once again in the "lalala" fingers in the ears, we're not listening.......... no matter how valid an argument you have, so lalalala to you!!
I guess we all expected different from a business such as Laura Trashley, just shows how looks can deceive.
I bought into, as others did, the lovely set up and I genuinely thought I had nothing better to do than go into the shop and everything would be sorted. How wrong were we?
No I won't be shopping there ever again, I have shopped in store small and large and had all issues sorted.
Truth be told I would have though they would have refunded the cost of wallpaper just to shut me up!!
Anyway, I've just got to accept it aint going to happen.
It is overpriced for what we've all been buying and especially when we're hearing tales about quality AND aftersales customer service.
Guess once they've got our money they just don't give a stuff.
Shame on them all sad

Evenstar Tue 31-May-16 07:44:21

I am currently battling with them over one small metal wall fixing for a very expensive curtain pole, part of an order that was over £500 in value. I bought things in advance for my dining room and it was longer before we decorated than I had hoped. They are saying after telling me the part was in the post over a month ago that it has been too long since I received the order and they are unable to help me. Apparently I should have opened everything to check it, having read this thread perhaps I should count myself lucky my wallpaper was all right and they didn't say the same about that angry

Evenstar Tue 31-May-16 07:47:25

Oh and when they did tell me the part was in the post they said it would take at least a week and a half as it was coming from Wales. I said to my husband afterwards I wondered if the part was being hand made and delivered on foot hmm

Housewife2010 Tue 31-May-16 22:33:45

That's ridiculous. My recent order from Sephora took 3 days. I'm sorry, OP that the CEO didn't help. The service must have deteriorated further since my problems with them 4 years ago. Definitely try Twitter and Facebook. That has worked for me for other firms.

MassDebate Wed 01-Jun-16 21:03:30

Laura Trashley is about right baileysmam, great name for them!

baileysmam Fri 10-Jun-16 18:57:14

Hmmmm, well it just about sums them up.
The customer service department perhaps need reminding to act more in accordance with their job title.
Am I wrong in thinking this generally means being of service to the customer? hmm
Take note all you customer service staff especially you shelly (blush) !!

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