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

[mycatlikestwiglets]

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

They should be sending someone out to examine the furniture, not just looking at some pictures...idiots.

I would be very grateful if anyone on the thread who uses twitter would be prepared to tweet them for me (I'm not so technologically advanced myself!)

Ok. I've tweeted LA saying there's a thread about poor quality furniture and customer service....

Fun

GOOD LUCK. I don't envy you the job but I think it's absolutely right to pursue this. If it is water damage then it clearly wasn't caused by you.

ARSEHOLES is what they are.

I used to love LA and often bought stuff from there when I was a teenager, you know, clearance ends of fabric, I knew the catalogue off by heart and all the names of the designs etc.

It got bad after she passed away, back in the late 80s I think when their prints went a bit funny, a bit more mass produced iyswim - but not awful - and then in the last few years when I've gone in there, it's all been totally made-in-China utter shabby shite bollocks (sorry) which has a feeling of very low quality. And I have had appalling moments with their customer service, very rude indeed.

Saying that I did buy a sofa from them ex display last year which was probably worth the few hundred, though it certainly was a joke at 2 and a half grand imo. I just really liked it and it had already lasted a couple of years in the showroom so obvs wasn't about to give up the ghost.

You have to be very selective with them I think, only buy something if it is inspected first and genuinely, heavy well built quality (their curtains are lovely still) but avoid anything gimmicky and it looks like the furniture is very poorly produced.

So sorry to hear about this and give them hell

She would be turning in her grave, she really would

I've tweeted twice. Still no response!!
I notice that there is a Ryan answering some of the other tweets..
Fools.
Anyone else on twitter? Feel free to join me...

In my day Laura Ashley wouldn't have HAD a facebook account and they wouldn't have had a bloke called Ryan liaising with their customer base neither.

ahem [snob]

I have tweeted.

Update re carpet!
Even though the "Independant expert" sent by manufacturer said carpet was,ok, carpet right have agreed with me and are replacing it!!
Hurrah!
Really hope you get somewhere op.
Do contact trading standards.
X

Wally and anyone else who tweets and also to everyone for the encouragement. It's fairly easy to stay positive when you know you're in the right but the comments on this thread have definitely helped!

Letter before Action has been sent now. Will update thread with any developments.

Did you pay by credit card? You might be able to do a chargeback?

Yep that was suggested upthread ghostland. It was DH's credit card so I need to get him on the case.

Make sure you do and thanks for the heads up.Will warn the grandparents(who seem to change their furniture as often as some change their knickers).

Their bed sheets used to be good, but half of them have polyester in now.

I had been eyeing up the Hudson sofa but as a result of this thread I won't be buying it, feel free to let them know that!

Just came on to say check your credit card if you paid that way - might save the cost of the case and they will be able to advise of rights etc. But see you are already on the case - good luck

I was thinking of buying a mirror and rug from LA. I won't bother after reading this thread.

Well that's saved us buying from them.

That wood looks like the paint hasn't been applied properly so it can't stick to the wood.

Interesting, isn't it? What with all the high street companies going down the pan in recent months and many of us feeling sad about it all, it does make you wonder if some deserve it. Not all, and it is a tragic circumstantial tale for some, but reading this thread about the quality of goods of Laura Ashley, I wonder if they will soon be following, and did they deserve it, because of their appalling customer service and highly-priced shoddy goods. They used to have such a good reputation, and I have bought many, many things from them over the years - not any longer!

Very true YumYum, the sofa was to join an existing much older LA soda which I love and still looks fab but won't risk it having read this, it's a shame as I though LA was one of our British greats

If someone can link to a tweet I will retweet it. I was thinking of getting some la furniture but am obviously rethinking that now

I'm sure the quality of L/Ashley's sofas years ago was far superior to those produced now, Doughnut. Having bought two over the last several (recent) years, however, I can categorically state I will never, ever buy another from them.

Our last one was from Multiyork - brilliant quality, excellent customer service, really helpful if you need any replacement or repair. We'd bought a Multiyork suite many years ago, it was great. Then when it needed replacing, I bought LA because I liked the look and thought they had a good reputation. How sorry I was. Went back to Multiyork and didn't regret it.

(Obviously, there are other companies out there with whom people will be delighted, just saying my own experience)

Sorry, I'm not on Twitter or Facebook, so can't join in with you all on that

I haven't read the thread but I am going through similar poor customer service with Hulsta and the retailer I bought from (wells of Tunbridge wells - are you reading?). They have not given a shit frankly. I am shocked. I also will be trying to take it as far as I can. ( I am not after compensation or the chance to buy the same crap product cheaper as a goodwill gesture). I just want to know why the top bubbled. It has also scratched horribly. I cant even put a book on it.

So I wish you well. ( I have also bought £1000's of furniture from LA and had some issues on quality)

I had Multiyork sofas and thought I would go the replaceable covers route - it was very expensive and the new ones look awful. I replaced the larger M sofa with LA and it is uncomfortable :(