Jameslane Reviews

Appalling delivery service and out of pocket after refund

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

Run away There are far better organisations and furniture stores to deal with

VerifiedJames 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 quality Poor customer service Bed frame started peeling after a few months

Purchased a buffet base arrived defected top piece arrived 1 week later defected service SLA breached

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

Absolutely disgusting customer service

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

Poor customer service Don t buy from this store

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

They are scammers

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

Broken bed and no customer support

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

If i could leave 0 stars I would

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