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Original poster

To warn you all that Laura Ashley painted furniture is total crap and the company couldn't give a shit

334 replies

mycatlikestwiglets · 08/08/2014 16:00

I bought nearly £3k of bedroom furniture from Laura Ashley last year (the "Clifton" range). We researched carefully what to buy and as we have loads of LA stuff we thought we were buying quality and the huge outlay would be worth it. After a debacle over damaged furniture being delivered the last items, a dressing table and stool, were finally delivered last September. So far so ok, until I noticed last week that the paint was cracking and peeling on the legs of the dressing table and stool.

I sent pictures to Laura Ashley last week after notifying them over the telephone of the issue (and surprise surprise, they tried to make up reasons immediately as to why it might have happened, asking if the furniture was near a heat source or a window - which it isn't). I received an email earlier this week saying the pictures had been referred to their "technicians" for analysis, and today I had the following message:

"I am now in receipt of our Technicians findings following the
inspection of the photographs that you have submitted.

I have been advised that they consider the issues that you have raised
as treatment after purchase and the legs look like they have been
saturated and this has resulted in the wood and paint cracking.
Whilst I do sympathise, unfortunately, Laura Ashley is unable to accept
responsibility on this occasion, as your furniture is not considered to
be at fault."

I am utterly fuming. The furniture has been sitting on my bedroom carpet, the wood is not split in any way and it certainly hasn't had a sniff of water. I'll be taking this to court if necessary because there's no way they're getting away with this. DO NOT BUY THIS FURNITURE Angry

OP posts:
microcosmia · 08/08/2014 23:01

Mycatlikestwiglets I'm sorry to read about your experience with LA.I have looked longingly on many an occasion at their range but DH warned me off as his sister had bought furniture from the which she wasn't happy with. I just assumed this was down to her being picky but judging by this thread I right have been mistaken on that score. The sheer cost of these pieces is hefty, I would expect much better. I can't stretch to the expense of doing our bedroom in LA but would have bought a few key pieces otherwise. Instead I recycled some old furniture from my mmums and painted it. It hasn't quite got the finesse of LA but it's sturdy, too sturdy to take apart in fact. I hope you get this resoled soon.

microcosmia · 08/08/2014 23:30

"Resolved" even

PeachyParisian · 09/08/2014 00:40

As a former LA employee I can tell you that i'm not at all surprised the furniture is falling apart, the vast majority of the stock is shite. All my (former) colleagues wouldn't buy it because its crap/uncomfortable etc even though we had 30-60% discount. It's all very pretty but the only stuff i'd spend money on would be the bedding and fabric (not for the made to measure service though!).

It's ironic that you find the customer service so appalling when the main focus of staff training is good customer service! Unfortunately a lot of complaints are made so staff are taught to fob people off. "I spend a lot of money here/I shop at LA all the time" were on our customer complaint bingo sheet too and make absolutely no difference to the staff.
They really should have offered to replace them though, some batches are worse than others.

Ericaequites · 09/08/2014 02:07

If you plan to have curtains made, let the person doing the making up tell you how much material to order, as pattern matching that takes extra fabric can be involved for large prints. Also, get a specific contract noting width of hems(3"minimum) and what lining material is used. Rainnostain, which does what it says, is well worth it. I make curtains because I'm frugal.

Original poster
mycatlikestwiglets · 09/08/2014 09:19

Thanks PeachyParisian, it's funny how many former LA employees think the furniture is rubbish! I purposely didn't say anything about how much I buy in LA as I figured it's irrelevant and I'm glad I didn't given the complaint bingo sheet you mention.

OP posts:
WallyBantersJunkBox · 09/08/2014 09:41

I bought my bedroom furniture with my discount - I had to wait 20 weeks for the bed to be delivered. I slept on my new mattress on the floor for 4 months.

I still have the furniture, but it has barely survived with house moves - legs on chest of drawers have threaded screws so can't be used, bedside tables are wobbly.

And when my DP came home from his military posting the bed collapsed after a rampant mildly passionate evening. Blush

Spent his first day of RnR buying wood struts to repair it with.

HorseTales · 09/08/2014 10:46

We've got some of the garrat range - I love it, seems good quality. We bought it over 10 years ago - maybe things were better made then.
Hope you get this resolved. You expect expensive furniture to be good quality - or fixed/replaced if not.

TheWorldAccordingToJC · 09/08/2014 11:15

Redbinneo - redbindippers?!?! Shock Hello if so

OP - heard anything yet ?

Original poster
mycatlikestwiglets · 09/08/2014 13:35

Nope, radio silence from all angles Angry

OP posts:
Wedgiebum · 09/08/2014 13:41

I would be absolutely furious and fight it all the way - good luck, keep going, never lose momentum!

TheMaw · 09/08/2014 13:44

My friend bought a sofa from them a while back and there was something wrong with it (can't remember exactly, but I think it was something to do with the feet on it). They'd only had it for six months and customer services wouldn't do anything about it because 'it wasn't meant for everyday use'. It was a normal fabric sofa, not a chaise lounge or anything fancy. It really put me off buying anything from them. Anyway, hope you get some kind of resolution!

ThinkAboutItTomorrow · 09/08/2014 13:55

Thanks for the warning. We were just about to buy this range.

storytopper · 09/08/2014 14:05

TheMaw - "not for everyday use" must be one of their stock phrases. My friend complained about a pair or linen trousers falling apart after a couple of washes and the same phrase was used by LA staff.

Pastperfect · 09/08/2014 14:19

I honestly thought you'd be talking a few chips but those legs are awful Shock

I decided recently not to proceed with buying two LA sofas after they told me I'd need to wait 16 weeks Shock

alemci · 09/08/2014 14:22

my clothes have been ok from LA but 2 washes is ridiculous. not for everydsy, should they only be for display purposesSmile

toothlessoldhag · 09/08/2014 14:27

How can "not for everyday use" be a defence? Surely the item isn't fit for purpose under the sale of goods act?

OP we had a problem with furniture bought from Heals when we were newly married. Veneer peeling on dining table after six months. They sent out the furniture industry's "independent" arbitrator, Qualitas (as far as I can tell, funded by the industry), who declared that it was our fault, it must be something in the environment of our bog standard semi. He also sneered pointed out that our £2500 suite (which was a hellava lot of money for newlyweds 20 years ago) was bottom of the range, so we couldn't expect to much from it. Long story short, after the replacement was found to have the same fault, they still refused a refund till we threatened to sue. I still feel bitter after all these years at the condescending way the plummy-mouthed salesmen treated us.

If you've got through this saga, my message is: stand firm and threaten to sue. They obviously are immune to reason.

theroseofwait · 09/08/2014 14:35

I wouldn't touch either their furniture or made to measure with a barge pole.

I spent over £1000 on some made to measure curtains for the huge bay in my sitting room and they were shocking. The fabric was ruched and flawed so I took them back saying I was unhappy and wanted them remade only to watch the assistant cover them in biro as she laid them on the counter and then tell me that me being unhappy 'wasn't a good enough reason, I'm afraid!'

That combined with two rubbish sofas has put me off for life! It's such a shame because when I first shopped there in the eighties it was seen as such a luxury brand and excellent quality. Now it's just tat. Wesley Barrell all the way these days!

Pancakeflipper · 09/08/2014 14:36

Why is it so hard to buy quality and get quality service.

We had an issue several years ago about a single bed. The indebted drawers they sent did not match the bed or even fit under. Took 12 weeks and lots of phone calls from us to resolve. Did not receive an apology but got snotty attitude.

I never bought the comfy armchair I converted from there out of fear it may be a nightmare purchase too.

Though I am another who thinks their bedding wears well.

Pancakeflipper · 09/08/2014 14:38

Under bed not indebted.....

Icelollycraving · 09/08/2014 15:23

My dh is an upholsterer,he goes out as a service technician although not for LA. I can show him some pics if you'd like to email me some?

hollyisalovelyname · 09/08/2014 15:37

Only yesterday I got an email from Laura Ashley re their 25 per cent off sale.
Was thinking (dreaming) of buying the Clifton bookcase.
I'm glad I can't afford it after hearing your tale.
Our kitchen table is Clifton. Over 12 years. I've had the top sprayed once. It needs to be done again. The legs were never fully painted- the grain comes through.

gutzgutz · 09/08/2014 15:39

The small claims court is an easy enough process and as a solicitor you should be able to word a decent claim form. They'll probably pay up as soon as they get the claim as then won't want the bother of going through it. If you've made reasonable attempts to sort, as you say, send a letter before action give them a time limit and go for it.

mignonette · 09/08/2014 15:47

We have a local business that sells LA, Next and M&S seconds, end of lines, returns and repo stuff.

The owners are Shock that people pay full price for any of this stuff because it really is crap. Poor construction, second rate materials and bizarre chains of supply.

If you are going to spend a lot on furniture seek out a carpenter/cabinet maker or bespoke furniture company (usually independent) and buy real quality. It will retain some value too.

OP - take them to the cleaners. LA are the worse and their store staff are developing a real attitude at times too. Not a good attitude too. Clearly comes from the top.

mignonette · 09/08/2014 15:48

I don't mean I personally have that business- just our local area does.

hollyisalovelyname · 09/08/2014 18:04

Mingonette what is the name of the business please?