Trying to get refund from Laura Ashley!! HELP!!

Kay6759

We bought a rug from a Laura Ashlely store that was off the shop floor, as a clearance item, on 25th January 2009. We knew the rug was dirty but it was reduced by about two thirds of the price so even though we knew it needed cleaning we were prepared to pay for this and this end up with a good rug. Or so we thought!

Whilst in the shop we asked if the rug could be cleaned and the salesperson looked at the label on the rug and confirmed that it needed to be 'professionally cleaned in situ'.

We called out 'Chemdry' who issued a written document saying that they would not guarantee the effectiveness of the clean as it was made from hundreds of thick tufts of wool mix and would be impossible for them to use their usual machine over it. I took it to our local dry cleaners who also said that if dry cleaned the cotton type backing tape would definately come off whilst going through the process.

The cleaning label's symbols say 'no wet cleaning' and just to 'dry clean only'. After countless conversations with Laura Ashley Customer complaints staff and then the Customer Relations Manager, we are to receive a letter (in the post) from their technical department who state that the rug can be cleaned. I asked the question many times what type of cleaning can be used when you cannot get it wet (which counts out steam cleaning or usual professional wet/chemical cleaning), or you cannot take it to the dry cleaners because of the backing coming away. Each time I was told 'it can be cleaned'.

In the end I asked for my money back but they refuse because it was a clearance item. My arguement is not the fact that I knew it was dirty and needed cleaning, but how to get the rug cleaned.

All I want is a clean rug or my money back, but it seems that neither is possible.

I have contacted Trading Standards who said that because we asked if the rug could be cleaned and the salesperson said 'yes', then we have a case to get our money back.

This seems to be a battle against a company who you would have thought would have just refunded our money, as they have admitted themselves that the label is misleading.

I don't know what to do next. Any thoughts or advice would be great.

catmiaow

I would write a letter to head office about it and also speak to citizens advice about where you stand.

LinasPilibaitisisbatman

Its not Laura Ashleys responsibility to find you a suitable cleaner:rolleyes:

You bought it and have absolutely no case, unless you can prove it is impossible to clean which is utterly ludicrous to even suggest. Its simply a case it is highly specialist and the local generic folk wont do it.

sporedude

A case? For what? Its your own fault if you cannot clean the rug.