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Please see a copy of Email/Complaint:
Dear Sirs
I am writing as an extremely dissatisfied customer who is on the verge of issuing legal proceedings against Laura Ashley. In October of last year we received delivery of a new Laura Ashley Super King Divan Base and Beaumont Mattress.
During to refurbishing the room, the bed was not erected until December 2012. Within a a couple of weeks we noticed severe “dipping” in both sides of the mattress. We immediately notified your custom services dept.
After a couple of weeks a technician was sent to our premises to inspect the mattress. He noticed at once the dipping in the mattress as it clearly visible with the bedding on. Following a thorough examination he left stating the report would be sent to Laura Ashley.
After a delay of some weeks of no contact from yourselves my wife contacted yourselves. Eventually she spoke with Jonathan who effectively stated that Laura Ashley would not be doing anything in sorting out the mattress due to “Customer Missuse”. It was then that I continued with Jonathan who clearly was not taking on board any comments, during the call I asked if the call was recorded to which he stated “No” and then went further to request a copy of the notes taken during the call under the Data Protection – again this was refused.
After some difficulty in establishing whether or not a supervisor/manager actually worked there I was put through to Nicola Jones. After explaining the situation and adding that I am now suffering from problems in my neck and shoulders as a result of sleeping on the mattress – she stated that she would look into the matter further. I stated that the Goods are sold were not of satisfactory quality and not fit for purpose under the sale of goods act.
Today I was informed by Nicola that Laura Ashley are refusing to do any anything about the faulty/unfit mattress and refused to state a reason.I am therefore issuing notice of legal proceedings against Laura Ashley for the costs as expended of the goods plus damages arising out of medical treatment.We decided to purchase from Laura Ashley as a Good Quality Retailer – how wrong we were. Laura Ashley clearly have no regard for the law nor its customers. You have happily sold goods not fit for purpose/defective/faulty and are refusing to do anything about this.
We will be claiming the following:
1 x Beaumont Mattress £1100.00
1 x Divan Sprung base £ 800.00
Ongoing Physio £500.00
Loss of Work £500.00
Plus costs of issuing under the small claims.
The amount to be claimed will be £2800.00 as this will be the replacement cost of another product.
I will also be issuing a copy of the proceedings to various media outlets in order to highlight the poor customer service from Laura Ashley.
As someone who runs a business I am aware of the need to maintain a high customer care policy in order to maintain existing business. It is clear that Laura Ashley do not.
I await your response.
Dear Sirs
I am writing as an extremely dissatisfied customer who is on the verge of issuing legal proceedings against Laura Ashley. In October of last year we received delivery of a new Laura Ashley Super King Divan Base and Beaumont Mattress.
During to refurbishing the room, the bed was not erected until December 2012. Within a a couple of weeks we noticed severe “dipping” in both sides of the mattress. We immediately notified your custom services dept.
After a couple of weeks a technician was sent to our premises to inspect the mattress. He noticed at once the dipping in the mattress as it clearly visible with the bedding on. Following a thorough examination he left stating the report would be sent to Laura Ashley.
After a delay of some weeks of no contact from yourselves my wife contacted yourselves. Eventually she spoke with Jonathan who effectively stated that Laura Ashley would not be doing anything in sorting out the mattress due to “Customer Missuse”. It was then that I continued with Jonathan who clearly was not taking on board any comments, during the call I asked if the call was recorded to which he stated “No” and then went further to request a copy of the notes taken during the call under the Data Protection – again this was refused.
After some difficulty in establishing whether or not a supervisor/manager actually worked there I was put through to Nicola Jones. After explaining the situation and adding that I am now suffering from problems in my neck and shoulders as a result of sleeping on the mattress – she stated that she would look into the matter further. I stated that the Goods are sold were not of satisfactory quality and not fit for purpose under the sale of goods act.
Today I was informed by Nicola that Laura Ashley are refusing to do any anything about the faulty/unfit mattress and refused to state a reason.I am therefore issuing notice of legal proceedings against Laura Ashley for the costs as expended of the goods plus damages arising out of medical treatment.We decided to purchase from Laura Ashley as a Good Quality Retailer – how wrong we were. Laura Ashley clearly have no regard for the law nor its customers. You have happily sold goods not fit for purpose/defective/faulty and are refusing to do anything about this.
We will be claiming the following:
1 x Beaumont Mattress £1100.00
1 x Divan Sprung base £ 800.00
Ongoing Physio £500.00
Loss of Work £500.00
Plus costs of issuing under the small claims.
The amount to be claimed will be £2800.00 as this will be the replacement cost of another product.
I will also be issuing a copy of the proceedings to various media outlets in order to highlight the poor customer service from Laura Ashley.
As someone who runs a business I am aware of the need to maintain a high customer care policy in order to maintain existing business. It is clear that Laura Ashley do not.
I await your response.
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