1,343 reviews
AI reviews summary
The recent feedback for James Lane reveals a stark contrast between a highly positive in-store sales experience and significant failures in after-sales support, delivery, and product durability. While the retail staff are consistently praised for their expertise and welcoming manner, a recurring segment of customers reports severe difficulties with faulty products and a rigid, unhelpful claims department.
Pros
Cons
Verdict
James Lane is an excellent choice for consumers seeking a high-touch, professional in-store shopping experience with stylish furniture designs. However, the high volume of reports regarding faulty products and an adversarial warranty process suggests a significant risk if the item is not perfect upon arrival. Potential buyers should be aware that after-sales support and delivery logistics currently do not match the high standard set by the retail sales team.
Cathryn was amazing. Helped us with picking the perfect lounge suite for our house. Made the experience very convenient and comfortable. Highly recommend. Will be going to see Cathryn for all my future purchases. Show details · 1
Recently purchased a sofa from the Geelong store and dealt with Hannah. Not only was she highly knowledgeable, but an absolute pleasure to deal with. She was super friendly, patient, not pushy at all and gave me the space to make my own decisions. She spent the time providing as much information as possible about the products I was interested in -… Read more
verbal and written - so I could come the best conclusion... And it took me three times to come in store to make said decision.
Thank you so much Hannah and the team and all the best :)
I had a phenomenal experience with the Team at James Lane MacGregor and really thank Ronny for the time and care in styling my living room. Everything was genuine, considered and personalised to what I was looking for. There’s no doubt that I will return to this store for all of my furniture and home styling needs. It was an absolute pleasure x Show details · 1
Reviews with attachments
Great experience at James Lane Tuggerah. The staff were really knowledgeable, friendly, and helpful. The store was clean, tidy, and well presented, which made shopping easy and enjoyable. Excellent customer service all around Show reply
We have just been and bought the 4 seater Clarence settee from your store . David was polite , helpful and put us under to pressure to buy . He showed us a good selection and left us to decide . It was a pleasure being in the shop compared to the sales techniques of other stores. We will certainly use your store again and will recommend you to others . Sue and Vince Biggs Show details · 1
Kathryn was so helpful in buying our lounge, she knew we needed the lounge ASAP, so she was able to show us all the lounges that were available for delivery soon! She answered all of our questions & made us feel very comfortable! Show reply
Farah & John were so helpful and patient. Just bought our first couch with them x Show reply
Great customer service from start to finish. Great products that look amazing.
Nice floor lamp and always received an excellent customer service at mile end store!
I bought 2 very soft and comfortable mattresses from sleeping giant which are perfect. I also bought a 5 tier stand with wooden slats and metal frame which I love it looks so good I just bought a full marble side table which is perfect. Show reply
TERRIBLE RILEY SOFA HAS MORE FEATHERS THAN A CHICKEN COOP! after raising my issue with James Lane and then having to elevate it to the department affair trading the below happened. James Lane could not care less about you the customer. Unfortunately, they weren’t willing to provide a remedy. James Lane advised that; "Following our… Read more
assessment, we determined that the concerns raised are consistent with the natural characteristics of feather-filled upholstery and are not the result of a manufacturing defect." As advised in earlier correspondence, the OFT cannot force a trader to give you a remedy. Unfortunately, this means I am unable to assist you any further, and must close your complaint with us.
Extremely disappointed with the warranty process at James Lane. We spent $4,500 on a couch and received the wrong slip cover for the base despite the labelling on the box and cover both stating it was correct. After raising this through their warranty claim process, we were told repeatedly to “follow the instructions” and that the warehouse… Read more
confirmed the correct item had been sent. My husband attempted to fit the cover multiple times, even with a second person helping, and it simply does not fit.
We provided photos numerous times and explained the issue repeatedly, only to be met with the same response. When we asked for the replacement to be sent to our current address, we were told this wasn’t possible, since their courier doesn’t service our area. On top of that, they refuse to cover the cost of shipping the faulty cover back to their warehouse, leaving us to foot the bill for return shipping on an item that was wrong due to their error in the first place.
For a $4,500 product, I expected a straightforward resolution when something arrives faulty . Not weeks of back-and-forth, repeated explanations, and being made to pay for their mistake. Would not recommend if you’re hoping for decent after-sales support.
It’s frustrating to see a brand invest in influencer partnerships and brand image while paying customers are left to cover the cost of the brands own mistakes.
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Brought a concrete table within a few days the concrete began to crumble. They replaced the table and now my replacement table is also crumbling. I have submitted photos to warranty department and took a while to respond. When I followed this up they sent me a generic email advising not covered under warranty normal for characteristics for… Read more
concrete. The email indicates scratches not little holes. They will not replace or even offer a refund. The table is not even 12 months old. Spent a lot of money on other furniture at this store. Be careful the aftercare is awful.
JL Montana CLR Saddle Rust Dining chairs we received are all wobbly and unstable. We spent time assembling the chairs and found them all unstable which was very disappointing as it is a safety risk. The finishes are also very mediocre.
Dear Devanshi, thank you for your feedback. could you… Read more
We purchased the Clemence Dining Table and noticed significant deterioration in the varnish after a few months. There are bubbles and chips all over the tabletop even in places where nobody ever sits. When we tried to raise a warranty claim we were told by staff that this is considered "normal wear and tear". We do not believe that such… Read more
significant varnish deterioration after less than one year should be considered normal wear and tear. Absolutely would not recomend this product or this company. They are disinterested in standing by their product and seemingly disregard customer complaints as the reviews on their website indicate many unsatisfied customers who are also told the "normal wear and tear" response.
Latest follow-ups
Purchased 1 year agoMadras Natural Acacia Wood buffet and legs collapsed and damaged dinner set inside , lamp statue on the top . Very bad quality for long unit need to be in the middle support and I am disappointing with purchase. I hope not many people bought this unit.
Follow-up · We are fixed buffet ourself didn't go through claims, it's wasn't good support , we added legs in the middle of unit and now it's all good. It's no point to get same unit with same problem, badly disigned.
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Formal Complaint – Warranty Dispute I am lodging a formal complaint regarding a sofa purchased in-store from James Lane in 2021, which was sold with a 10-year warranty. Until recently, the sofa had been satisfactory. However, it has since… Read more
developed significant faults. When sitting on the sofa it produces loud, concerning noises and feels unstable, as though it may collapse under normal use. There is no visible external damage.
At the request of James Lane’s online warranty advisors, the sofa was turned upside down to assist in identifying the source of the issue. During this inspection, one of the legs was found to be loose and unable to be tightened.
Throughout the warranty process, I was repeatedly asked to provide a purchase order (PO) number. This number is not listed on the invoice provided at purchase. I was advised that the PO number could be found either on the original packaging or underneath the sofa.
• The packaging was removed and discarded by the delivery driver at the time of delivery in 2021, making this impossible to retrieve.
• Despite being told the PO number was located on the underside of the sofa, I was unable to locate it. I repeatedly asked the warranty advisors to identify where it should be visible based on the photographs provided, but this request was declined.
Ultimately, my warranty claim was rejected on the basis that the videos I submitted allegedly voided the warranty. I strongly dispute this decision for the following reasons:
1. The videos show a grown adult sitting normally on the sofa. The sofa is marketed and sold as a three-seater and is clearly intended to support normal seated use.
2. The videos were taken solely to demonstrate the fault and clearly capture the abnormal noises being produced.
3. It is unreasonable to suggest that a customer would intentionally damage their own furniture, record it, and then submit that evidence to the retailer.
4. The warranty claim was initially accepted and progressed after these videos were submitted, which indicates they were considered appropriate evidence at the time. Further photos of the condition of the lounge were submitted at the retailers request.
I repeatedly requested assistance from the warranty advisors to help locate the PO number, particularly after being advised it should be visible on the underside of the sofa. Despite making this request on multiple occasions, no assistance was provided.
When I specifically raised concerns that my requests for guidance had been declined on three occasions, the warranty claim was subsequently rejected in a manner that appeared to be based on a perceived personal criticism rather than an objective assessment of the warranty claim itself.
I believe this decision is unfair, unreasonable, and inconsistent with consumer guarantees and warranty obligations. I am therefore escalating this matter to ACCC and Queensland Fair Trading for further review
This matter has also been escalated to the store of purchase, who have reviewed the videos and have supported my warranty claim. I appreciate their advocacy in this matter. Despite this I have again been declined.
I resubmitted the videos again for James Lane’s review and am again told I voided the warranty.
I hope this review prompts an independent review by another warranty advisor and I ask that they be assessed fairly and with common sense, as they clearly demonstrate the fault under normal use.
Photos and videos provided to James Lane demonstrating condition of sofa and fault attached to review.
Follow-up · Update to my previous review Update: The company has now replaced the sofa after an independent Fabric Doctor assessment confirmed the damage was a manufacturing fault, not misuse. This confirms my warranty claim was valid from the start. However, the warranty process was appalling. The online warranty team repeatedly blocked progress by… Read more
Positive reviews
Baanuchandar was extremely helpful, honest and patient, he gave us great advice and had thorough understanding of all the products. The first couch we tested was the Willow and nothing could compare to the comfort of it, so happy with our purchase!! Show details · 1
Stacey was amazing, super helpful and really knows her products. I bought a Willow beautiful sofa! An absolute pleasure to deal with Stacey, thank you so much, highly recommended! Show details · 1
Amber served me today she was very helpful and knowledgeable I was unsure about purchasing from James lane but she assured me of the quality And proven sales which helped me decide very good service Show details · 1
Negative reviews
Firstly, the colour of the table side I ordered is totally different than the one I requested! Secondly, with no choice I have replaced it with another one 2022 years old model with broken cover. I asked if the seller can glue it but in vain! I asked if they can polish it but in vain! The product cost me 300 dollars. Totally disappointed as customer. Show details
Hi Taghrid, We appreciate you taking the time to leave… Read more
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Have bought several items from James lane over the last 2 years.In general we have been fortunate with these items and have found them to be of relatively good quality, mostly we shopped in store. Delivery drivers in particular we have found have always had excellent customer service. However, our most recent experience with the online store and… Read more
warranty dept was disappointing. I was shopping online for some bedside tables and ordered some from James lane. They were delivered about a week later and we realised immediately on delivery that there was discolouration and damage. The light wood and rattan material had large vivid yellow staining, and obvious damage to the bases. It looked like they had been used before, or potentially were floor stock. We called James lane customer service immediately who told us to email, which we did. When we emailed they put us in touch with their warranty department. We sent clear photographs, explained the damage and requested a refund, however they refused this saying it wasn’t considered major damage. Despite escalating this multiple times and pointing out that as per fair trading, even if there is multiple small damages this amounts to major damage and we should be entitled to a refund. They continued to say that yellow staining was a by-product of their manufacturing process, and that they didn’t agree we should get a refund. There was no mention of staining or potential discolouration on the website when we bought the items e.g they were not sold as distressed wood. In fact the light colour and finish of the items was a key selling point. The damage to the bases affected the balance of the units and could cause damage to flooring beneath. We made this clear but they glossed over it with no real answer except that they would not allow us to return the items. We explained we buy a lot from James Lane and would accept a credit note for the value so we could buy an alternative, but they also refused this which we felt was totally unreasonable. After a week of going back and forth with them and several escalations they offered a $200 partial refund for us to keep the tables, but given we spent $1000 on these tables and they were damaged we did not want to keep them and didn’t feel it was a satisfactory resolution. When you spend this much money you expect the items to arrive in brand new and perfect condition. Even if you buy beside tables from Kmart for $60 you can return them! Overall, it seemed like they acknowledged the damages/issues but wanted to keep the money and not take accountability. Disappointing that we have bought so much from them, but we will absolutely not be shopping with James Lane again.
Hi Anna, We appreciate you taking the time to leave a… Read more
Terrible customer service- would never buy from James Lane. Firstly I stayed at home from work to accept delivery of a bed (which I expected to do) and be home for the assembly which I paid an additional fee for. The delivery driver arrived with just a mattress (no bed). I called customer service who said that I would need to pay an additional… Read more
delivery fee for the delivery of the bed. After complaining, they agreed to deliver the bed the following week with no fee. I took another day off work (which I shouldn’t have had to do) only to have the delivery guys run away when I said that I paid for assembly. I called customer service who said they’d organise for the delivery guys to come back. After another 3 calls to customer service, I received an email saying that they’d come and assemble the bed in 3 days time. So I need to take a 3rd day off work. When I escalated the call to speak with a manager she suggested that we do the assembly ourselves. I explained that I’m a widowed mum without support, she told me that she wasn’t to know my situation. Their lack of organisation, empathy and professionalism is why I’d never go back and highly recommend others into take their business elsewhere.
Recent reviews
These guys were amazing. They were so helpful. Helped us every step of the way. Ask for Ronnie or Ari. Gave us so muxh help. Thanks you so much- you are the best Show details · 1
I want to give a huge shout out to Ronny for providing the best customer service I’ve experienced in any shopping experience to date. They went above and beyond to help me with styling suggestions and clearly knew exactly what they were talking about. So often you come across staff who are focused on overselling products without really… Read more
understanding them, but that was absolutely not the case with Ronny. They had an incredible eye for styling, listened carefully to what I was looking for, and gave genuinely helpful advice that made the whole experience enjoyable and stress-free.
It’s rare to come across someone so knowledgeable, approachable, and passionate about what they do. Thank you, Ronny!
I had a positive experience purchasing the Amelia lounge from the Mile End store, but unfortunately, the after-sales support has been a nightmare. I am trying to return a faulty item, which is my right under consumer law, but the process has been made unnecessarily difficult. Specifically, a representative named [Name Removed] has refused to cover… Read more
return costs for the defective product and has threatened numerous times to ‘close’ my claim, telling me she will no longer go back and forth on the matter. It’s disappointing to see a company provide such a good initial experience only to abandon the customer when the product fails. I shouldn't have to jump through hoops for a legal refund.
We're really happy with the Riley Muse Flax Bed Frame. It gives our bedroom a soft, luxurious hotel-style feel and looks even better in person. The upholstered design is beautiful, the headboard is super comfortable & love that the slipcovers are removable for easy cleaning. The delivery and installation process was also fantastic! The team set… Read more
everything up quickly and removed all the boxes and packaging afterwards, so there was no mess left behind. Overall, a great experience and definitely worth it.
Stylish design however disappointing quality. The couch cover fabric has worn quickly and now has holes and a replacement cover is close to the price of a brand new couch. For the price would have expected better.
We were taken care of by Baanu and Francine. Both so extremely, extremely helpful and made my furniture purchasing experience very enjoyable. Was more then happy to buy my new household items from here. Show reply
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Hi Chris, Thank you for your feedback. We're sorry to… Read more (+1 reply)