James Lane Reviews 

Worse retainer I have come across
They r asking for 20% commission even my good are not delivered.
Totally rip off. Never will recommend this to my near and dear ones .

Mark my word. The entire Complaints Division of this company is filled with staff whose sole job is to make it so difficult and painful to lodge a claim and see it through, that you just give up.

Don't pay attention to their replies to these negative reviews apologising and saying to "reach out" to them. This is a lie, provided to make it seem as though they care. They don't.

Their cheap furniture, which I've seen in Chinese trade shows for much much less than the retail price, is poorly made rubbish and their store policy in referring all returns or claims to the online claims team because it's "easier" is as illegal as it is cop out.

Don't buy furniture from this dodgy company. They can afford to replace broken furniture and be good at customer service, but they don't as they just don't give a s$-t.

Very little empathy from service representative. A bit surprising especially after original struts were defective and had to be replaced. Basically felt like I was being told to figure it out by myself and service appropriately.

Helpful customer service.
However, Disappointed in delivery service as I am outside your delivery area which is a 5 minute drive away from that point.
So paying a $260 delivery charge to a friends house and then have to pick it up from them.

Great service in store at Moore Park store. Staff were professional, helpful and patient.

Fabulous service, extremely helpful! Love going in and looking around at the homewares and the stylish furniture options.

From start to end the shopping experience with James Lane has been fantastic. Communication, quality and value for money exceeded expectations.

James Lane , has fantastic team working for them, very helpful staff with great knowledge of there products , was a very good experience purchasing my couch yesterday

Products had a long wait to be made but were completed earlier than expected and very flexible with delivery. Delivery was updated very well on the day and care taken in delivering the items to my apartment. Products well packaged and great condition, love them!

We knew where the delivery was at every stage. Texts advised when the delivery was 30mins away and was right on time.

Appalling after sales support from Elizabeth at James Lane!!!

The gas lifts on my Haven bed failed twice within the first year, leaving the bed stuck open. I reported the fault before the warranty expired and provided multiple photos and videos.

After more than a dozen emails with customer service, I am still being asked to repeatedly reconnect the gas struts and provide the same evidence again. Each time I reconnect them, I then have to disconnect them again just to get the bed closed and usable.

I originally paid James Lane to professionally assemble the bed, yet I am now expected to repeatedly reattach the gas lifts myself and place a heavy mattress back onto a bed stuck in the open position. As someone who lives alone, this is clearly unsafe and unreasonable.

Rather than arranging a technician to inspect the fault, I have been repeatedly sent in circles and asked to continue troubleshooting the bed myself. Weeks later, the issue remains unresolved.

For a bed for this price, I expected much higher quality and support. Instead, I have been left with a faulty bed and have experienced some of the worst after sales service I have ever encountered.

Very pleasant and helpful staff at the North Lakes store. Very happy with the product (a bed frame) quality and price. Purchase was easy and quick, with choice of days for delivery. Item was well packed and the delivery team members were courteous and efficient. Only thing that could have been improved would have been notice the day before that I was scheduled for a very early delivery (7.15!!).

The salespeople in the store were nice but the after sales /warranty process is a total joke. Apparently the people in the store are not allowed to handle anything to do with warranty so you have to lodge an online claim and wait for an email back. It should have been simple: I purchased a tallboy and when I opened the box, there was a huge crack in the paint on the top of the unit (as well as other cracks and imperfections in the paint in other areas but that was the main one). I tried to take it back and ask to swap for the floor stock (which wasn’t on sale when I originally purchased the tallboy or I would have taken that one as it’s $150 less). So I asked the store if I could just swap it over and get the price difference back. They said I would just have to contact the warranty team first.
That’s when the nightmare began. They refused to let me have the floor stock as it’s “not their policy” and kept saying that the massive crack was “just a minor fault” and not a major one therefore I wasn’t entitled to a refund either. This is despite the fact I highlighted the ACCC considers it a “major failure” if the consumer would have not bought the product had they known about the fault which is 100% the case here! Furthermore I would consider a huge crack (not a small scratch!) to be a major fault regardless of whether the furniture is still functional. They kept saying they have ordered a new tallboy but I will have to wait 3 weeks! Well a) that’s not what I want and b) why can’t I have the existing floor stock, otherwise I should be entitled to a full refund. Now they keep ignoring my emails! I am going to try and call and if no one can help I am going to the ACCC and CBS- so angry!!! And I bought other furniture from there which was fine but after this I am never buying from there again!!!

Update: there’s no way to reply on here but if the company wishes to actually give me a proper resolution my case number is 751808 which I am sure they could deduce as I have not hidden my identity.

Great customer service. I am extremely impressed with the help I received to make my experience a happy one.

The guys were timely and efficient very happy with their service!

Service within store was amazing and the boys who delivered were on time and careful with delivery .

Incredibly happy with product and delivery. Delivery driver (I believe Chris was his name) and colleague were incredibly efficient and brought the furniture inside when they didn’t haven’t to. They took extra care to ensure nothing was damaged.

Found exactly what I wanted at James Lane, which no other store could cater for.
Alexander from the Nunawading store was extremely helpful with great customer service skills. He went out of his way to assist me & organise help to get my purchases to the car.
All round good shopping experience!

First time we bought from James Lane a gas lift bed. We found the company very easy to deal with. The boys delivered, installed & removed the wrapping. Were very impressed with the overall experience. From customer service to installation, everyone was extremely helpful, very professional & friendly. We would recommend them & will purchase again from them! Good old fashioned service . You all are an asset to the COY.

Great friendly service and delivery and assembly worked perfectly