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

Hmmm I was going to buy a bed for DS from them... Probably won't now. Anyone know if M&S painted beds are any good?

Thanks YumYum will have a look

Next kid beds are good.

Argos do a fab cheap range you can paint,kind of Shaker like.

Make sure you use primer though,then it's just 2 coats of paint and job done,a painted bed in the colour of your choice.

Had similar problems with a rug that had cost £££s. I had it dry cleaned (following care instructions) and it fell apart. My lovely dry cleaner did not charge me, despite them not being at fault. Laura Ashley, on the other hand, made me return the rug (at my inconvenience) so that their experts could inspect it. The "rug expert" then blamed the dry cleaner, who they accused of using the wrong technique, despite their decades of experience.
Lovely dry cleaner contacted Laura Ashley on my behalf and demanded to speak to the "expert", who was predictably unavailable. However, they did refund me eventually after a strongly worded email from the dry cleaner. Bless him.

I have not bought from them since.

Right I've tweeted for OP with her customer ref.
They've replied with a Big Fat Fob Off.
BIG MISTAKE.
#TOWANDA

Will update properly later as just off out but have also had a fob off from the COO basically repeating what they've said before

You need an independent person to look at it. It won't cost much (shouldn't). Then you show them the report and they have to sort it under the Sale of Goods Act. If you get no joy, you contact your bank if you paid by debit card and they should refund, if you paid by credit card you need to contact the credit card company.

Ok UPDATE: have had a very polite email from the COO's office which basically says they are sticking to their position. It's like they have their fingers in their ears and it is very frustrating because they are WRONG! Here is the relevant part of it:

"I was concerned to learn of your dissatisfaction having discovering
that paint is flaking from your Clifton dressing table set. I regret
that having contacted Customer Services for assistance, we have been
unable to reach a satisfactory resolution. Please accept my sincere
apologies for any upset this has caused.

Providing a superior level of service is our utmost priority at Laura
Ashley, and we pride ourselves on the high standards that we usually
maintain. Whilst I was unhappy to learn of the problems you have
experienced, they will be used to identify and remedy any underlying
issues.

Our Senior Quality Assessor has reviewed the images provided, and
whilst I have no wish to upset you, we do need to be guided by their
advice. It is our view that the paint flaking has not been caused by any
manufacturing defect, and as such Laura Ashley are unable to take any
action to remedy your complaint. Whilst I understand this must be
disappointing, you are welcome to contact The Furniture Ombudsman should you wish to pursue the matter. The Furniture Ombudsman can be contacted on 0845 653 2064."

I've responded to let them know a pre-action letter is on its way.

It's very telling that LA twitter feed is full of Ryan responding to complaints.

I'm so shocked by how they're being. I used to work in retail. The company I worked for would have reimbursed you even if you were wrong once it escalated to this level. One woman brought an item back that she bought in the shop next door but she wouldn't have it that yes it was faulty, but it's not ours, it's next doors. Look at the label, look at the sign about this shop, look at the sign above next door! She wrote to the CEO and got her refund!

We were looking at their Clifton range for our bedroom. Had chosen 6 pieces and were going to order today. Have been to John Lewis instead and ordered a range from them plus a large rug following reading this thread and the Twitter feed.

Almost £5000 Laura Ashley have lost. I am appalled by what I have read here about their customer service and very glad you are not giving up the battle with them.

PLEASE sue them. What disgusting service. You wouldn't get that from john lewis that's for sure...

I will never buy anything from Laura Ashley again and will discourage everyone I know to do likewise.

Just added my comment on twitter

Those of us who have cancelled orders with these Bozo's need to tweet/email/FB them telling them why and directing them to this thread.

Fight them all the way OP!
I had a simlilar thing with Comet, bought a laptop for DD and it gave up the ghost at 13 months old. Long story, but kept going backwards and forwards, got trading standards involved saying is wasn't fit for purpose etc etc
They agreed to have it repaired but we had to pay for the postage and anything that wasn't 'their fault'
Well I told them where to stick that!
This went on for months, and one day out of the blue they rang and said they were sending a brand new laptop, which was a higher spec than the old one!
Shortly afterwards Comet went bust, but at least we got a result
Don't give in, they are wrong

I'm very grateful for all the encouragement. everyone

The white company's like this. My fitted sheets went threadbare and developed holes after 18 months but they said anything over 6 months is fair wear and tear.

These "aspirational" brands are all a bit fur coat and no knickers really.

Contrast these stories with our Habitat bed, which developed a mechanical fault after five years that made the bed box potentially dangerous. Fixed without a murmur.

Same with their top range duvet covers, bobbled after six months regular use, refunded in full. This is why we're such loyal customers. (And of course we turned straight round and spent the same or more money on another set.)

YY toothless we've had excellent experience with Habitat customer services. Can't fault them.

Good luck OP!

Yikes! I have been to the LA shop at Barton Square and priced up a fair few grand of stuff for our house move.
Honestly not going to bother after this thread!

Was on the verge of buying a couple of sofa chairs - literally. We've been looking for months and had decided on two Ashtons at £1,250 each, so not cheap. Having serious second thoughts now, but the thought of spending any more time measuring chairs and finding ones that DH and I both like is making me lose the will to live.

But if their customer service is this shite, I don't want to risk it in case anything goes wrong...

Wish I'd never seen this thread

thank you for the furniture ombudsman details - I am off to google them for my hulsta issue.

hm, not furniture but I spent a fortune there on clothes on a return trip to the UK last year. it's started falling apart and it's barely been worn due to pregnancy and post-birth girth. It was pretty annoying having to get some of it repaired locally, sounds like it's not a one-off and they've gone downhill :(

good luck OP, shocking service from them.

I didn't get a chance to read all the other tweets, but I've just had a look. Amazing number of complaints.

I'm PMing you with the other COO's details.