Laura Ashley ‘computer says no’

[Tallpauls]

On 28th October we ordered a bed for my elderly parents to sleep on over Christmas, also ordered a sofa and a chair. The delivery was confirmed for the 21st December (as per the online marketing). The store accidently cancelled the order and the first we knew about it was a call several weeks later by the delivery team to confirm a delivery date of 11th January. Too late to order elsewhere.

After many hours and numerous calls and to Laura Ashley it has become apparent that they genuinely do not care less and have tried nothing to resolve the issue. I have even offered to collect the items but told that health and safety protocols prevent this.

 

Any mention of compensation and they freeze. I am part of a process that is designed to frustrate you into submission by passing from pillar to post with the expectation that the customer will simply passively wait for paid for items (Circa £2000) to arrive at Laura Ashley’s convenience. In the meantime my elderly parents will have no option but to sadly spend Christmas with other family members.

The Laura Ashley team and their customer help is as follows…

Emma – Harlow store manager; No courtesy call when the mistake was made. Does not know the title of the customer service person dealing with my complaint or anyone to escalate with. No follow up to my complaint.

Jason – Regional Director; informed of mistake and complaint, no courtesy call and no help to resolve.

Matthew – Customer service team; told me calls were recorded this was later contradicted by customer relations. Repeatedly informed me of the process and protocol and lied about the actual reason for another order number creation. Told protocol was not followed when I left a message for him to call.

Nikki – Customer relations management team; gave me her direct line, never returned 6 calls from me or the store. When asked what she would do in my situation she said she was unable to respond ‘computer says no’

Mandy - Customer relations management team leader; not in, unavailable for escalation

Helen – Head of Customer relations - not in, unavailable for escalation

Kwan – CEO, not able to address correspondence directly to him as they are not allowed to give out any contact details.

When asked if I can escalate beyond the 1 customer relations team member I was informed that the rest of the senior team worked in another office and they do not accept phone calls. I informed Nikki that I was going to present my experience on the sites below; she couldn’t even repeat exactly what I had said.

• Consumer Action Group

• Ciao

• Trust Pilot

• Review Centre

• Mary Portas secret shopper

Edited December 20, 2012 by Tallpauls

[labrat]

[email protected] is the ceo email try there

 

be firm, polite, and state how you require it resolving

 

so far i only have good experiances from ceo's

Edited December 19, 2012 by labrat

[Tallpauls]

Thank you thats great.

[labrat]

let us all know how you go

[Harryfhf]

I tried emailing the CX a few weeks ago. The reply came from the UK Customer Relations Manager and was useless. Perhaps because it was her team I was complaining about!

"I refer to your email addressed to Mr Kwan Cheong Ng, Chief Executive Officer. Mr Ng has asked me to respond on his behalf."

Just about to post my own experience with LA - not good. A poor product ( 3 times) made worse by terrible service.

[raydetinu]

just cancel order and get your money, if you paid already and go elsewhere.

that they dont like, and somebody will have to explain why!

[Harryfhf]

Exectly what I did do. Now have the refund and looking in the sales!