James Lane Omdömen 142

Ordered an Ottoman 12 business days ago. When you purchase the product, it notes dispatch to you within 3 to 4 business days. I have had several delays with the courier, 'Couriers & Freight', who don't tell you the package won't be delivered until you email, they just keep providing another day for delivery in the future. This has happened on 3 occasions already, no explanation. Called James Lane for a refund or alternatively, click and collect, they say it's out of their hands. They shirk responsibility even though the Australian Consumer Law clearly stipulates a refund is acceptable, especially when you have not received the product you purchased. Instead, I have been informed that it will be delivered whether I am in the State or not at any time in the future (noting I have a trip planned) and any damage from delivery when I am not home will be my fault. They said that as this product is now with the courier, no refund can be provided due to their 'policy', they can only follow up of timing with the courier, and it was my choice to choose their cheaper delivery option which is available on their website when you purchase the product, as a trusted option for delivery. It is not legal to deny a refund for failure to adhere to a contract for purchase. Completely unacceptable. Will not be purchasing from this store again. Will need to consider legal action if the Ottoman is not delivered in the next few days. Extremely disappointed.

I have had the misfortune of dealing with James Lane, they sell overpriced, poorly constructed furniture, and back it up with abysmal customer service.

I ordered a buffet from them, and from the moment it was delivered, problems began. The unit was visibly unstable and a tipping hazard. It was generally of poor quality, it had broken parts and a door that literally fell off just after it was delivered. Concerned for safety and quality, I requested a full refund and was flatly refused and told their policy only allows for replacement. Alternatively, I could keep the defective unit and accept a token $200 discount, provided I agreed to never make a claim on the item again. That offer alone should tell you everything you need to know about how they handle quality issues.

Reluctantly, I accepted a replacement. When the second buffet arrived, it was at least level and the doors stayed on. But it didn't take long to discover that one of the drawers had been incorrectly installed, something even the delivery driver commented on. Once again, I requested a refund and provided a videos and multiple photos showing the issue clearly. James Lane were remarkably efficient, denying the claim on the same business day. I was gaslit by their Warranty and Claims team who said there was no defects, despite photographic and video evidence to the contrary and they have arbitrarily closed the case and consider it “resolved”.

When I informed them I would be contacting Fair Trading, their response was essentially, go ahead, a clear indication that they’ve been through this song and dance many times before. This seems to be their standard operating procedure, gaslight the customer, deny responsibility, and hope you give up.

I’ve wasted hours waiting around for delivery and chasing basic accountability only to be met with indifference and denial. There are far better retailers out there. Spend your money somewhere else.

Ordered 2 TV cabinets online. Shipping was $600. I then received an email asking for another $500 for shipping so I said no way and cancel the order. They advised they processed the refund but 1 month later I am still without funds. No attempt to rectify the issue or help in any way. Horrible experience!

Bought dining chairs and one broke after 13 months.

As a sign of good will I was offered warranty. This was later revoked as I had not responded back to an email and went to swap the chair in store. The email said I could pay $129 for delivery or swap the chair in store. This was all in a week period.

Wasted my time emailing the warranty department, wasted my time dropping the chair in store.

Will James Lane be paying me $129 for my service and delivery fee? How will James Lane get my faulty chair back to me?

Don't even bother with this company. Appalling service.

Paid for delivery to my door (explained that it would be up a flight of stairs, which they assured me would be no problem), then upon delivery, they refused to do so, because "we don't get paid any extra to deliver this f****** s*** to your door."

I had no other option than to accept the delivery as is, and organise my own means of getting the couch upstairs. To do so, I had to pull two of my own staff members from my own business to get it up the stairs at my own expense.

I have tried to contact several times about a refund on the amount I paid for delivery, and have met refusal after refusal.

James Lane will make you pay for a service you don't even receive, and then hide behind head office. Head office have even confirmed the fact that my own staff members delivered the couch. Yet still refuse. Astounding.

Terrible quality and returns website is plain weird, can't return at store you got them from, you gotta ring them,
Selling wooden expensive barstools from China which are covered in putty and broken bits of wood, had them returned 2x, first attempt the chairs were wrong colours, 2nd they were broken and chipped with putty, gave up in the end, guess I've gotten used to our shitty stools that cost $250 ea

Bought a dining table with bench and bench has indentations. Picked it up 2 years after I bought it and of course warranty is only 1 year, so they won't do anything. And truly not many people sat on that bench. So more indentations will occur. I have to watch my guests now not to cause any more. Selling inferior material from Asia for decent money. Inferior quality.

Absolutely appalling experience with this company. We purchased an expensive couch on October 7th, under the assurance that it was in stock and could be delivered by that Friday. We sold our existing couch, expecting the new one to arrive on time for a planned event. But from start to finish, the process was a nightmare of delays and miscommunications.

On the scheduled delivery day, the couch arrived late, only for us to discover they had sent the wrong color. After calling to explain the urgency, we were told the correct couch couldn’t be delivered until Monday, which was then pushed to Wednesday. On Wednesday, we waited during the agreed 12-3pm window, only to be informed of "truck issues." The couch never showed, and we had to chase down the store for any updates. Finally, they rescheduled for Friday.

We were promised an 8-10am delivery on Friday, but were woken up by the delivery driver at 5:47am, who arrived almost two hours earlier than the already early time window. This experience has been incredibly unprofessional and frustrating, causing lost time and extra expense. I would not recommend this company to anyone looking for reliable, customer-centered service.

I should have read the reviews before buying! Get a text the afternoon before that delivery is between 6.30am and 8.30am Saturday, no choice in time. If you don't accept you get charged a fee. Tried calling but was told they can't change it but not too worry as it wouldn't be as early as 6 30am. Get a call at 6am Saturday say "we will be there at 6.30am". Guys arrive and don't unpack or get rid of rubbish as was requested. When questioned about it they say "its got nothin to do with me". Makes you wonder how some businesses survive.

They are scammers. I bought a heavy stone coffee table and they have sent it with the lowest quality that screws can’t be used and i called them over and over and they just tell me we call you.
Don’t buy from this store.

I purchased the
Nova White Concrete table and it arrived with dark horizontal and vertical lines on the surface from the support sections underneath. James Lane tried twice to change the top but they were also faulty so it didn't get replaced. They then said they wouldn't change it as the batch was faulty and I was offered a $250 discount, an exchange for a different table or finally a refund. I said none of these were an option as I had already purchased 3 other products in the same range and wanted them to match. I couldn't understand why they couldn't still try to bring a replacement as their website would still allow me to purchase one online and have it delivered in 7 to 10 days. Makes me ask are they selling faulty tables and hoping people don't complain. Needless to say I am very dissatisfied as I have had to keep a table that is flawed.

If i could leave 0 stars I would. We are a freight company and were engaged by a James Lane Customer to collect their goods on their behalf.
Attempt no1: warehouse staff came out with 1 piece of the order and stated thats everything? when driver quizzed warhouse staff he was told no thats everything!
Attempt no 2: Keeping in mind these collections were booked days in advance....We called warehouse with our ETA on the day also, which is always a massive guess with Melbourne traffic. when we arrived goods were not picked or ready for collection, so after waiting for 40 mins we had to leave as we had to make it to several other collections before they closed.
James Lane take no responsibility for wasting other peoples time and think that we the freight company should wear the cost of their incompetence. We have to pay road tolls, diesel costs, and wages, yet no one wants to pay for the time we spent.
Buy from Freedom, Oz Design, Focus on Furniture if at Geelong Homemaker centre. The customer service is amazing all collections go smoothly with these stores.

We were pleased to find a beautiful modular sofa, and even better that we got it on a sale. 1 hour after leaving the store the consultant called us back advising that she had discounted our items to much. So it would be an extra few hundred than we expected. She blamed it on the system, so we didn't think much of it.

When the sofa was organised to be delivered we didn't have any instructions on how it would work. I called the store to clarify with another consultant, she was quite rude when I was trying to ask about it, saying I should have been explained this already.

If something as simple as selling furniture and being polite to customers is your job I don't think it's hard to get it right..

Love the product but bad interpersonal skills from their staff

Verified
James Lane is by far one of the worst companies I've dealt with, in ANY area. I'm not saying that to be mean. I'm saying it because months later I'm still stunned at how James Lane, and their employees, (who seem to have drunk the kool-aid), systematically insulted us, Gaslighted us, and held their ground to save nothing in cost to rectify a mistake that they still insist doesn't exist.
It boggles the mind. Really.

The circumstances:
We purchased a 6 piece modular sofa from James Lane for a not insignificant amount of money (relative to the quality of the item). We ordered and waited for the sofa to be made for us "here in Australia". (we later found out from customer service that it was imported). However, when the sofa arrived we found that the fabric on one corner section of the sofa had been upholstered in the wrong direction. (Context: The fabric we chose was a stocked fabric, a thick line Corduroy fabric which is directional so it is VERY obvious that there had been a mistake).

When this happened, we thought, no problem. This should be easy, they accidentally sent us two right corners instead of a right corner and a left corner. They'll just make one for the left side and exchange it.

Well, big problem.

Their solution to an obvious problem was that it was "not a problem" and that it was intentional. They insisted that having one piece, of 6, going a different direction (on the seat only) is an intentional design feature. They then stubbornly held their position with absolutely no concern for the obvious facts. They then systematically gaslighted us in an attempt to shift blame for the problem to us.

Long story short, this company is happy to make the customer wrong rather than just admitting that they either made a mistake, (which is fine, just fix it), or, admitting that what the customer SHOULD get, and what James Lane thinks they can get away with in the name of efficiency, are two different things.

At the end of the day, this is simple. A right corner. A left corner. Unless it is a non-directional fabric - they are different SKU items. It's not a difficult concept and it's a universally accepted process in furniture manufacturing. It would have cost James Lane absolutely nothing to do it correctly other than a bit of thought and consideration in manufactuering. In particular when the sofa was a non-stocked, made to order item. Just turn the fabric in the opposite direction for opposite corners.
It really is that simple.
Sometimes things go wrong. And that's okay as long as the company that you are dealing with are fair, honest & have integrity. We found James Lane furniture to be dishonest and unfair with no integrity whatsoever.

They simply do not care.

Poor quality!

Poor customer service!

Bed frame started peeling after a few months

I purchased a buffet with polished concrete top. On the scheduled delivery date the base of the buffet arrived but the polished concrete top was missing. When I unboxed the base and attached the legs, I identified one of the cupboard doors would not close. I contacted the store of purchase on the same day who lodged a claim on my behalf via the warranty department. The polished concrete top was delivered a week later and also had a defect, chips in the corners. I immediately notified the store of purchase who added this onto my existing warranty claim for the base replacement. I received a reply on the 26th March stating it would take 2-5 business days for the warranty team to contact me. 7 business days later after submitting several email replies I received a response stating they were making the arrangements to source a replacement base but the concrete top had been discontinued! The end to end experience with this company has been poor and my claim is still not resolved. I have requested a partial refund of the price of the polished concrete top in line with consumer law for the depreciation in sale value, due to the defects. The warranty team communicated to me that because I bought the item on sale I have already received 25% of the partial refund refund owed to me! The item advertised was not second-hand and it had no disclosures that the item would come with defects! Choose another option and boycott this company.

They are scammers. Placed an order in November 2023 and still not received. Sent hundreds of emails. Only pre-filled template answers and excuses. Does not refund your money as "your order has been processed".

Never ever buy from this company or its another brand sleepgiant. I guess they have two names so they have the option to close one if it can no longer scam customers.

Bought a king size bed online. Didn’t hear back for a week until they scheduled delivery. Then delivered queen bed slats. Bed is unusable. No one to contact over the weekend. Tried the delivery driver no - no response. Tried the local JL store but nothing they can do as it comes through their warehouse. Sent 2 emails for an auto generated msg saying someone will get to your enquiry within 3-5 business days. Monday morning I rang. Waited for 25 mins for them to tell me to transfer to the warranty line and join the queue again. No apology. After 1 hour the warranty person told me someone will get back to me in 3-5 business days as to when they schedule a delivery. What a joke. Save yourself stress and don’t buy from this store.

We ordered a couch and ottoman from James Lane in Moore Park, and the instore experience was fine, and the salesperson very helpful. We confirmed the dimensions of the stairwell of our apartment block with the store, and they confirmed that delivery would tight, but would still be ok. In the worst case, they said we can instruct the delivery people to remove the couch from the box to get it through the turn in the stairs.

We were told that we would receive a confirmation of delivery the day before the delivery date, but it was only sent on the morning of delivery itself - this advised delivery would be between 11:40am and 1:40pm.
At 1:32pm I received a message from BARTGROUP that the delivery would be approximately 30 minutes late.
At 2:44pm I received a message from the driver that they would be here within the hour.
At 3:47pm he called to say they were 20 minutes away.
Around 4:10pm they arrived.

Upon arrival one of the deliverymen checked the stairway - when I mentioned I had confirmed the dimensions with the shop his response was along the lines of "they have no idea", but agreed he would give it a try. As soon as they reached the top of the first flight of stairs it got caught on the brick wall, and he immediately declared "it's stuck". I cannot recall in which orientation they took it up, but when it was sitting in the stairs on its edge, I suggested turning it sideways and he just said no it wouldn't clear the space. I also suggested trying without the packaging, and he said no, the only difference is the cardboard. He was completely disinterested in trying to find a solution.

After bringing it back down he started telling us about other sofas you in the range that might fit, but also quoted the wrong dimensions for those. He also asked if we wanted to keep the ottoman - as my wife and I were discussing our options, he started applying pressure to hurry up, and said his kid was in hospital. He also insisted that I write "Didn't fit, need to reselect" on the paper and sign it. It was clear he just wanted to finish for the day.

We contacted the salesperson at the store to explain the situation, and she contacted head office. Head office agreed to waive the restocking fee, but said we still had to pay the delivery fee since the driver tried to deliver it.

So, at the end of the day we had no couch, were $95 out of pocket, and basically lost an entire day that we could have spent doing something else. We will never shop there again.

Absolutely disgusting customer service from the Sydney store in Moore Park and the customer services representative Ashlee.

Orders a bedhead was sent a faulty bedhead. Called and emailed James Lane in Moore park numerously with no cooperation. Contacted customer service was left in the dark that it had to be settled within the store. Explained the situation and was met with poor communication and lack of empathy, another two week wait period on an already month long timeframe and an extremely passive aggressive response to my frustration for further wait time.

I genuinely can not believe this is the response received from a customer support person. Would never shop here again.