James Lane

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

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

Extremely disappointed with both the quality and customer service from James Lane. I purchased the Happy Natural Tray Table, advertised at $269 and described as being “crafted from warm ash wood”. What arrived was honestly shocking — crushed and split edges, peeling/separating surface, exposed material underneath, scuffing and an overall finish… Read more

that feels incredibly cheap. The underside is also noticeably different in colour and the damaged areas appear to expose a layered/veneered construction, which makes me seriously question the “ash wood” description. Even the QC/warranty sticker appeared to have already been partially lifted, making me wonder whether the item had previously been returned or repackaged.

The throw I purchased was also extremely poor quality and absolutely not what I expected from James Lane's pricing or branding.

To top it off, I emailed Support immediately with photos explaining that I had just received the item damaged, only to be directed to lodge a “warranty claim.” I find this process ridiculous for a brand-new product that arrived damaged — this isn't something that developed a fault after use. It arrived this way and should be returned and refunded without question. They also request images with the warranty form online - that knocks you back for "too many attachments" even though they request an image for each item! Outrageous!

Terrible quality furniture, terrible quality control and a terrible process for dealing with damaged deliveries. I expected far better from James Lane.

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.

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.

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.

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.