Hi there,
Myself & girlfriend placed an order for a double bed from the Laura Ashley website and during the process the wrong bed was delivered because of this a new bed would be made and arrive on a new delivery date. Upon arrival of this bed the man who built it snapped the bolts so the bed could not be used we were to wait for new bolts. It seemed that the bolts were not going to materialise due to Beth in Made to Order Departments who was dealing with our order never informing us of the state of our order or returning our phone calls and blatently doing nothing to help us regarding our issues so I phoned the Laura Ashley head office (020 7880 5100) at which point our issues started to become resolved as Beth was no longer handling our order. A third bed was made and delivered 55 days from the original delivery date!!
That's 55 days sleeping on the sofa. A £50 gift voucher was given at the end of all of this for our troubles and our bolts turned up in November after a replacement bed had been delivered.
DO NOT ORDER FROM LAURA ASHLEY EVER!!!
During this process I began taking notes of the process after I started to realise that the situation was becoming a problem and the girl Beth from the Made to Order customer services was not doing her job at all (Bit of a read but gives an idea of how badly it was dealt with).
22.07.2011 - Original order is placed for new bed
10.08.2011 - Old Bed taken away awaiting arrival of new bed
12.08.2011 - The Bed arrives on time although the wrong bed is delivered, it was ordered in black but a white bed arrived. Tried calling the delivery driver to see where I stood - no answer.
Called the store: was kept on hold and transferred to 2 departments to be told i would have to wait for a completely new bed to be made. No apology was offered at this time. I also informed Laura Ashley at this time that i had a new telephone number.
Several other calls to Laura Ashley were made inquiries about a date for the new bed, no date given, and they still had incorrect details in order to contact me on. I have been told on numerous occasions now i am unable to make a complaint until the bed has delivered.
Yet another call - a delivery date is given. Laura Ashley have still not updated their records with a correct contact number so if they required contacting me they would still be unable to.
31.08.2011 - Correct bed is delivered on the new delivery date. The delivery men broke the bolts whilst assembling. Not able to use the new bed. Called Laura Ashley and they explained that the bolts will be posted to me within a few days, Customer service operator is to call back with more information. No call back was received.
Due to the continual telephone calls to laura Ashley when my telephone bill was received it was extremely high.
31.08.2011 - 20 days from original delivery date
Still sleeping on the sofa as the bed is unfit to sleep on.
08.09.2011 - Still yet to receive the bolts, no telephone call has been received explaining the situation. Called Laura Ashley - spent over ten minutes waiting, finally spoke to the correct department. Asked to call me back as i could not afford the telephone calls. Spoke to a customer service assistant, who informed me i would have to wait yet another week for the bolts. Also informed i am able to make a complaint without having to await the arrival of the bolts.
19.09.2011 - Still no bolts have arrived - Yet another telephone call to Laura Ashley was placed, I'm informed by Beth in Made to Order Department that I will receive a call back later today if not tomorrow regarding the status of the bolts to be sent.
15:00:00 - 20.09.2011 - After making a call to Beth as once again no call had been received regarding the bolts it was explained the quality team are showing a date of the 30.09.2011 for delivery of the bolts although I should expect arrival before the 30th, realistically the end of the week, Friday being 23.09.2011. I should also receive a phone call with a more accurate date prior to their arrival of the bolts.
20.09.2011 - 39 days from original delivery date
09:05:00 - 27.09.2011 - After once again receiving no phone call on an update on the arrival time for the bolts I placed a phone call and a lady called Jane said that Laura Ashley are unable to source the bolts and its showing that a replacement bed is going to be sent although no date was given by Jane at this time. My name and mobile number were taken again. Beth was again supposed to call me back but failed to.
27.09.2011 - 46 days from original delivery date
27.09.2011 - Contacted Head Office on 020 7880 5100: Spoke to a lady on reception outlined the length of time the problem has gone on & explained during the process at no point have customer support phoned back when they have said they would do. I'm told that someone senior from customer services will be told to call within the next 3 days in order to deal with this matter and she has not known the call never to be returned. If I haven't heard anything in 3 days call back to report this matter.
15:45 - Contacted Laura Ashley Customer Support as I've yet to receive a phone call from beth and was holding out little hope of receiving one. Beth mentioned the new bed which Jane had briefly spoke to me about this morning. I asked about the bolts and was told that they cant source them so a new bed has been ordered. I was informed that this information was available to them last week which begs the question why I had to make the phone call at 9:00 am Tuesday morning before Beth had even considered phoning. A date of mid-October was again given although they are trying to get this brought forward and I will be called with an accurate date when they have one.
17:10 - Spoke to a lady called Abby from the senior management team give a basic overview of the situation we have been through with the bed so far. Particularly the customer support we have received. Abby was apologetic and explained that it will be handled by herself from this point onwards as so far it has been handled very poorly. Again told that mid-October date is expected at the moment but are trying to get an improved date and will be called with this as soon as they know.
28.08.2011 - Bed has been delivered to Laura Ashley waiting for a dispatch date
03.09.2011 - Called Abby saying a dispatch date of Thursday is showing or alternately Saturday if thats no good.
04.10.2011 - Spoke to Abby to confirm that the Bed will arrive on Thursday 06.10.2011 and that is still going ahead.
06.10.2011 - 55 days days from original delivery date (How long I have been sleeping on the sofa while the bed is made)
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