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Laura Ashley Reviews

2.4 Rating 88 Reviews

32 %

of reviewers recommend Laura Ashley

Company Reviews

2.4

Based on 88 reviews


Shipping & Delivery
Delivery Methods	Own Driver, Courier
On-time Delivery	Greater than 63%
Customer Service
Communication Channels	Live Chat, Email, Telephone

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Laura Ashley 1 star review on 24th June 2020

Anonymous

Anonymous // 01/01/2019

Filter: Helpful None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Ordered bedding on the 14th of April and two weeks later no dispatch letter. Tried to Call, but call centre closed due to COVID19, followed the instructions online and was told that a representative would be in touch straight away. No one got back to me. Went through this process again - still no reply. Got in touch with "Resolver" complaint.resolver.co.uk and they were MARVELLOUS!!! The very next day of handing my complaint over to then Laura Ashley dispatched!! If you want to get your purchases delivered, then go through Resolver!!”

Posted 4 years ago

“Three months after purchase, we noticed that the castor of our Kingston sofa was broken. We called Laura Ashley and a technician was sent out. As both of us work full-time, we asked my father to let him into the house. He inspected the sofa and told my father that he could see it was not the kind of household where a sofa would have been jumped on and so he would repair it. He asked my father to sign his visit off which he duly did. When my husband and I read the form that evening, we saw in the comments that the technician had written that the problem was most likely caused by the sofa being dropped and that he had repaired it out of goodwill. At the time, we were upset not only about the allegation but also about the difference between the verbal conversation and the written report. However, we decided it would be petty to take it further seeing as the sofa had indeed been repaired. However, a few months later, I sat down on the sofa and the same leg just gave way again. When I rang Laura Ashley customer service, I was told there was nothing that could be done as the first time it had already been repaired out of goodwill and that this damage was caused by dropping the sofa. I am really amazed that in any household a sofa can be dropped (who throws a sofa?) but could only reiterate that that has never happened in the time the sofa has been in our house. I was told there is nothing more they could do. I returned to the shop where we first ordered the sofa – we had been in there all the time when doing up our house and the staff know us well. They were really embarrassed about what had happened as they know us to be trustworthy and good customers who are not secretly having sofa-throwing parties. They advised there was nothing they could do but to get in contact with Laura Ashley in writing. A week after sending a detailed letter, I received a call from customer services, apologising for the inconvenience but saying that they had found the solution – the expensive Guardsman cover that we had taken out on purchasing the sofa would cover the repair of the castor. I was relieved to hear this and duly got back in touch with the insurance company. A few days ago, we received the reply that our cover did not in fact apply to repairs to the castor and there was nothing they could do! Back I went to customer service who sent me this helpful reply today: Thank you for your email. I am sorry to hear you are not happy with the response received. We are unfortunately unable to look into this further as previously advised. Please accept my apologies we have no further action to take. Kind regards XXXX Customer Support Laura Ashley Ltd I cannot believe it. For the first time in our lives, my husband and I bought furniture that wasn’t from Ikea (Our Ikea sofa, by the way, lasted us 15 years and was still good enough to be passed on to our son after this time). We spent a huge amount of money on two sofas and were looking forward to enjoying them for at least as long. Now one side of the sofa is propped up with books and planks of wood so we can still sit on it. I am so upset with Laura Ashley and want to share this so that everyone knows the quality of the goods and that the customer service runs out the minute they have your money.”

Posted 4 years ago

“Laura Ashley is the worst company I’ve ever come across. Delivered my furniture damaged. Won’t deliver replacements as promised or remove it. Won’t deliver rest of my order. Keep saying they will be in contact sometime next week. That never happens. 6 months now. I am beyond fed up. I’d demand a refund but I can’t as the 2 damaged items are in my home. I can’t even go elseswhere. I’m living out of cardboard boxes. Have been since October. It’s March!! They don’t respond to their contact form or email. Try phoning them. They stick you on hold and say they will respond. Nothing. Ever. They are thieves really. Happy to take £1000s off me. Now there’s the Coronavirus I doubt I will get my furniture anytime soon. I know it’s ready to be delivered but they dont!!!! Avoid at all costs. The stress this is causing me. Better quality furniture from John Lewis and they can deliver any day am or pm!!! They deliver damaged goods or withhold you goods for months.”

Posted 4 years ago

“I don't usually complain or write reviews, however I've just experienced the most unacceptable response from Laura Ashley's customer service department that has prompted me to write this review. We purchased a hanging mirror in March this year and within days the chain failed and the mirror fell and smashed against the laminate floor. We returned the mirror to the Speke branch where we originally purchased it, and without question they replaced the mirror and said they would report this defect to head office. We put the mirror on the same hook and within a few weeks the same thing happened again but this time the mirror damaged the wall, skirting board and floor when it fell. We decided to contact customer services this time and inform them about the poor quality of this product and we also sent photos of the damage. At no time did we ask them to refund us or repair the damage to our house. The response we received was unhelpful. They said that they couldn't look into this matter without proof of purchase so we sent them a photo of the back of the mirror which had 'Laura Ashley' on it to prove that it was purchased from their company. They then sent a further email saying that they couldn't look into this matter without proof of purchase??. I then called Customer Services to explain how disappointing their response was and the advisor also said that they couldn't look into this matter any further but offered a call back?? How disappointing that this company couldn't resolve our complaint or investigate the quality of their own product. I expect better customer service than this Laura Ashley so i will never purchase anything from your company ever again and i will be posting more bad reviews on other review sites to warn other customers.”

Posted 4 years ago

“End June I ordered curtain fabric to match Iona silver wallpaper. 2 rolls arrived, one with a white background and one with a cream background. It’s to go along one wall so that’s no good. The cream one also has lots of [what looks like] water stains on it. I keep contacting customer services to no avail. It feels like they have taken my £300 and disappeared! We can’t contact them any other way than by emailing their customer service department. Dreadful.”

Posted 3 years ago

“Two weeks ago Laura Ashley's online shop went wrong and made me pay for two orders instead of one via PayPal. Despite over ten emails to the company (and responses!), they have refused to refund the second order, and have even Photoshopped a fake screenshot of a supposed PayPal refund transaction and sent it to me. I've had to take this issue of fraud to the police. I'll update here when I have more news.”

Posted 3 years ago

“I placed an order 2 weeks ago no sign of my goods, e mailed customer services no reply, I am going to contact my bank to try and get my money back, cannot believe they are taking money of people, Shame on you Laura Ashley”

Posted 3 years ago

“Still awaiting two orders online . Helpline answer phone email unavailable order updates not available. Parcels still in progress stage . Shocking. Moving house next week can't even get in to change delivery address .. actually beyond brassed off”

Posted 3 years ago

“I have just received notification today that a piece of furniture I ordered on 26 January 2020 and paid for in full will not be delivered nor will I get my money back. This was due to delivered on 25 march but due to lockdown was not able to be delivered. The customer services told us it was in the warehouse ready and not to worry. In my option this is theft and I cannot believe how customers are being treated. Instead of having our money back we are told we have to submit a form to the administrators and we may receive a dividend but they do not know how much this will be or when we can receive it. This is a disgusting way to treat people.”

Posted 3 years ago

“Wow reading the reviews made me realise I am not the only one. No customer care, refund or furniture £2000 lost :-/”

Posted 3 years ago

“Absolute criminals. Ordered furniture(worth £2000 )in February, was told they'll deliver in April. Didn't hear anything from them, i wrote a letter in May as i was worried with Covid i thought well delays are expected but atleast an update.I got a call from a gentleman saying "dont worry your furnitute is ready and waiting for delivery after lockdown.We will get it to you asap." Now June and i received a blunt email saying i won't be getting the furniture as it's "at manufacturer stage" and to apply for non secured debt as i paid in full. I offered to get the furniture that is on their website instead of what i ordered and was told no, you can't swap.yet tou have my money and have furniture i am ok to take but won't do that?bloody criminals and how they arr allowed to still operate i don't know. I feel cheated and disgusted by the way they have dealt with things.Its hard times for most companies but the way Laura Ashley handled it and treated customers is awful.They won't get a penny off me even if they recover. Such a shame that a great brand has treated loyal customers this way.I have spend thousands on Laura Ashley and now i absolutely hate the brand and will never ever get a thing from there.Customer care absolutely killed it”

Laura Ashley 1 star review on 24th June 2020

Posted 3 years ago

“Awful company! Ordered 4 items for nearly £4,000 in February and because I was nervous about LA cancelled it from my Amex as that doesn’t offer s75 protection and re-ordered on my LA NewDay card. Even after they went into administration they assured me my goods would be delivered on the due day of 24th April. Approaching that day they became impossible to contact and all my emails bounced back. All I had was a recorded message saying they couldn’t do 2 man deliveries due to Covid. Liars and an excuse. Finally on 4th June I get a bland impersonal email saying I won’t be getting my goods and I’ve lost my £4K! Whilst I accept some companies fail, the way this has been handled is disgusting. I’ve spent tens and tens of thousands with this miserable outfit. Never again. They will never see another penny of my money again whoever ends up owning the brand and even if NewDay give me my money back.”

Posted 3 years ago

“Disgusting!”

Posted 3 years ago

“Bought a few items in store, assistant uncommunicative although I spoke to her, no courtesy, no pleasantries, I may as well have not existed. Wouldn't be surprised if this organisation ends up down the pan”

Posted 4 years ago

“I ordered a coat from Laura Ashley Hull st Andrews quay to collect in store . In the meantime i was mugged and had a lot of injuries. My Husband was going to pick the coat up,when there was a knock at the door, a member of staff called jayne delivered the coat in the pouring rain with chocolates from Laura Ashley. i call this 5 star service. Thank you Laura Ashley and Thank you jayne.”

Posted 4 years ago

“Laura Ashley...so disappointed with your policy! I have spent thousands of dollars in goods from you in Australia. I just love all your products. You have now closed your doors here I have tried to Order online from your UK Store. You do not send direct to Australia. My brother lives in The Netherlands and I cannot Order the lights on the UK website or over the phone. You will not deliver the lights I wish to buy to The Netherlands. I just got a flatout " IT IS NOT OUR POLICY" Obviously you do not hold any value towards your loyal customers which is incredibly bad business practice! Sadly I have say say goodbye to any more of your products as you have a Policy in Place does not care about a loyal customer for over 20 years.”

Posted 4 years ago

“Bought on line. Site was easy to use. I easily found what I was looking for in the Sale section. It was promptly delivered to my chosen pick up point within the time scale promised.”

Posted 4 years ago

“Ordered venetian wood blinds beginning Jan, arrived 6 weeks later wrong colour instead of rushing to correct their mistake I had to wait again until April only for the blinds to be the wrong colour again! Then after waiting again at the end of April finally told they cant do them in White the yellow white is the only batch they have... this is nearly 5 months later and the rest of my house is done in their blinds so now wont match. Absolutely jokers rude and arrogant not apologetic at all for their repeated mistakes. Told us to go ahead and post negative reviews of our experience.”

Posted 5 years ago

“Will never shop at Laura Ashley again ordered a very expensive Broughton wardrobe, on assembly noticed one door slightly lower then the other ,assembly guy said maybe uneven carpet see if it settles . We then went on holiday on returning home noticed wardrobe still unbalanced and moves . iPhones customer services and explains a girl called Rachel said ok she would take note but couldn’t talk to me as my name not on order but we had let them know in plenty of time she would note down problem and to get my husband to get in touch and it would be seen to. He sent email and has been told it was too late so would advise everybody to never ever buy from Laura Ashley”

Posted 5 years ago

“What a waste of time waiting for its arrival and what a waste of money! We purchased a Bastow corner unit from Laura Ashley. It is not suitable to sit on for more than a few minutes as it creases and needs shaking and fluffing up. It is totally unfit for purpose and a messy embarrassment. We are going to have it re stuffed with a decent upholsterer. Shame on you Laura Ashley!”

Posted 5 years ago

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Laura Ashley is rated 2.4 based on 88 reviews