James Lane Omdömen 145

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.

Bought a bed and it broke due to shonky support. I had to cut through the felt lining to show proof of the damage and they concluded that the reason it broke was because I had not attached the felt stoppers to the bottom of the legs. They said that because the bed was just out of warranty they wouldn’t do anything. I asked to speak to the manager (who was sitting right next to the customer support member I was on the phone to) and she refused to speak to me. Terrible service and shocking quality.

DON'T RISK YOUR MONEY
POORLY TRAINED AND POORLY MANAGED and I suspect the culture is to withhold refunds.

11th May In Store

At the time of ordering in store 2 significant errors were made. Since then I have been advised that my items due for end-July delivery will not be available until October. I am being given the run around on my refund.

a) COMO 1.5 Sofa/Chair requested, invoice printed and item was 'slip chair' I queried this and indicated to the large sofa chair display and was assured that what it was called. When I got home I double checked on the website and, indeed, it was not called the 'slip chair'. I called the store and this was corrected and was available and delivered the following week (together with matching ottoman).

b) COMO Armless Sofa x2 : staff asked me to run my card through for the deposit. When I looked at the invoice the deep version had been billed, not the standard version we had discussed. Advised a refund ($410) had to be processed by Head Office and could not be dealt with immediately. I was, however, in a position to transfer the deposit across my items but the paperwork was a bit messy for my liking. Correct item was invoiced/ordered and delivery for this special item confirmed as 8-10 weeks and clarified as end July early August. This delivery date was key to my decision to purchase this sofa.

Mid July I rang the store for a better estimated delivery and they confirmed it was in dock and I would hear something soon.

19th July the store rang to say that they did not have enough stock for my delivery and it would be 14 weeks (October) before it was available. I reminded them I had had spoken with someone a week earlier who had confirmed it was in dock. The Store Manager managed to piece together my order items and confirmed said if I paid the balance today the stock would be assured and could be delivered Friday. (From previous order I had to remind her that they only deliver Saturday to my area). On Friday dispatch called to say there was no stock for me but was going to investigate further given my conversation with the store on Wednesday. Dispatch did not get back to me so on Monday 25th I requested a full refund ($3620) due to their inability to deliver the products in a timely manner. I was advised the someone from Head Office would call me by Wednesday for my card details. No call arrived so the following Monday (1/8) I rang Head Office who indicated that there had been no request to refund from the store. I then rang the store to find that the staff member 'forgotten' but he assured me someone from Head Office would call and I would have the refund on Friday. By Thursday no-one had called so I rang Head Office and left my refund details, I followed this with a call on Friday to see if it had been processed, the response was that 'it looked like it had gone' but would take a couple of days to show up. UNBELIEVABLY late Saturday afternoon I had a message from them asking for my card number!!! My call to them today was met with contempt and I again wait for someone to call me for my credit card details.

PLEASE DO NOT SUPPORT THIS BUSINESS & ITS POOR PRACTISES. THERE ARE MANY OTHER OPTIONS WHERE STAFF ARE WELL TRAINED, NEW STAFF SUPERVISED AND HEAD OFFICE SYSTEMS IN PLACE TO RESOLVE ISSUES IN A TIMELY MANNER.