James Lane Reviews 

We had some concerns with our sofa after delivery. We contacted promptly. The Customer Service Department were really dismissive, they told us the problems we identified like twisted stitching, colour variation, miss aligned modular pieces, were all acceptable and not faults.

Sadly, the combination of problems are just too many to ignore. The response from Elizabeth was likely AI and lacked the nuance of the specifics I raised. The reply was dismissive, and in some ways, gaslit me into believing what we were experiencing was normal and expected variation.

It’s not worth the risk to spend $3500 on a sofa when potential issues you may have will be ignored and dismissed. I wouldn’t spend your money here.

Missing parts, the worst service I have ever received. The warranty agent was rude, dishonest, deliberately avoidant, aggressive and provocative. She misrepresented the organisation grossly… the store were AMAZING but she was worth minus ten.

Richie & his offsider were very accommodating. Great Service. Good communication. Taking instruction well. They were such a pleasure to deal with, kind and funny. Would happily have them back anytime to deliver another order.

The service was amazing your drivers polite helpful and true gentlemen -
Pleasure to have them around. Excellent service

AI online assistant didn’t answer my question other than to tell me to call my local store, twice, when I already explained they have no stock.

Fantastic service. Thank you.

Unable to speak to a real person to resolve delivery discrepancy

Thank you Helen at the Robina store for working with me for a result I was happy with. Well done 👏 and thank you.

The delivery staff were helpful and friendly.

No replies to emails and no one answers the phone. Can't even book a delivery time

The continual updates as to delivery time.

Purchased a couch 4 months ago
Discolouration and a blue tinge to the fabric occurred

Claims were its fair wear and tear and blamed use of wearing jeans on a couch

Experience and service absolutely abysmal

Polite delivery guys, service very good.

I am truly so impressed with the helpful staff from the shops at Tuggerah Dianne and Cameron and Hannah. However the most impressed service was with Ursula in warranty and claims . That girl is outstanding and understood my whole situation. From the moment I spoke to her and a few emails in less than 72 hours my situation was resolved . Her patience, and communication skills are of high quality. Ursula and her team should receive an award or pay rise. I and two of my three daughters have got James Lane furniture over the years and highly recommend them to so many of our friends. Your products are a of high standard and over all you’ve got wonderful staff who represent you all. Thank you all so much for the service you fully support to what you stand for . Outstanding service.Terrific ! .

Delivery tracking never received. Very expensive order left without a signature or notification of its arrival. Paid for set up and removal of packaging which was not done. We will be escalating this further. Absolutely terrible service.

Absolutely amazing and handle the mattress with care. The guys were very very polite, no issues, no job was too hard highly recommend these guys!!!

I actually asked about this before I bought it. I said to the salesperson that I didn't think the washed timber top would handle spills, and I was told that if it couldn't, the table wouldn't be fit for purpose and that'd be a consumer affairs matter. So I bought it.

Fast forward and we've had a couple of totally normal spills - water, condensation from the bottle of a beer bottle and oil off pastry. Followed the care instructions on their own website, wiped it straight away with a damp cloth like they say to. Stained anyway. Permanently.

So their care instructions tell you what to do when you spill something, you do exactly that, and it still wrecks the top. Make it make sense.

Customer service was the worst part. Told us it was our fault, said there was nothing more they'd do, and closed the case without actually listening to a word. No one came to look at it. No one cared.

If you eat dinner at your dining table (revolutionary, I know), don't buy the Noma or anything else in the sandblasted timber range.

No message confirming delivery? I email & received a response very quickly. I then received a reply from the transport company shortly after as they apparently had a technical issue with the system & no communication was sent out re time frame. No problem at all and grateful for the quick reply.
Once I received the info the delivery drivers were within the time frame.

My new lounge arrived Yay!
To my surprise, they came in 2 XL boxes.
I didn’t realise I had to unbox or dispose of the empty XL boxes.
2 surprises, if I knew there was an option I would of paid for the removal. Delivery guys said the company charges about another $100?
Just thought I’d share my experience as the next person may not be able to open or dispose of the XL boxes themselves.

My invoice reads “Customer declined Assembly”
I honestly don’t remember this, but I will say no problem at all my mistake. I just want other people to know that the Assembly means
1. Opening 2x XL boxes- that in itself is a challenge :)
2. Getting the couch sections out of the XL boxes,
3. Screwing on the feet (easiest part)
4. Putting the sections together
5. Disposing of the XL boxes
If I lived on a mountain these boxes would be amazing to ride down the mountain on them 😁
Ps. Disclaimer
This is not a whinge, just letting get all the info before deciding to “decline the Assembly:)”