James Lane Mile End

Terrible communication and organization from the staff here. When we initially bought our couch and other products we we're guaranteed it would arrive within a month. I said I knew lots of furniture has been having many delays lately so I don't mind if its longer than that, but can they please just be upfront about the wait time. They denied that and again guaranteed it would be here in that time. A whole month passed with no update, then a week later we got a phone call saying it was coming and would definitely be here in a week. That was great news but when a week passed we called up and they said Oh it's somehow disappeared from the stock list maybe they sold it to someone else we don't know". Then another 2 months passed with no update. We got a call saying the couch would definitely arrive next week. We called on that day and they said no it will be another week longer actually it didn't get put on the truck. When I called to recap everything the store manager spoke to me and said "well we cant just magically make a couch appear out of thin air"

We have been looking for a couch for a couple of weeks, have been heading to all the furniture shops and no store really stood out on their customer service, couch or experience. We loved walking into this store (mile end) from the start of the experience, and Liana was exceptional. She made us feel welcomed and was the reason we bought the couch. She is an asset to the team and business. She is the reason why we will continue to shop at James Lane and recommend to our friends.

Purchased the clemence dining table, this was a second purchase from the store after purchasing a coffee table. Very happy with the quality of the product, almost identical to the display we saw in store and the installation by the delivery drivers. However it did take a little long to receive 4 weeks considering it was in Australia however I believe that is an issue everywhere at this time, found the team to be responsive whenever I asked for an update. Would return to purchase other items.

Bought a couch from here a year ago, something was wrong with it and it was broken inside.Called up and explained the situation and replaced our couch at no cost to us. Very happy that they cared enough to replace our broken couch.Couch is amazing btw, we have the Sleeping Giant.Thanks team!

SA customer here too. Told six weeks for delivery, try 12 plus weeks and still no delivery. Apparently they ‘lost’ the sofa.Received text for delivery date, waited at home ALL day no delivery. Apparently the incompetent delivery driver called but I missed the call so in their infinite wisdom didn’t bother showing up.Offered another sofa, but told them no thanks a refund is in order. Not holding my breath as to how long that will take.SA buyers beware with this circus of a company and their many clowns.

After viewing furniture in store I paid in full and waited a number of weeks only to receive the wrong order and then be told what I ordered had the wrong price and JL would not be honouring the sale price. I had the intention to purchase a dining suite and lounge suite but would certainly not purchase from them again after this treatment. Very poor.

Horrible horrrible experience. Worst customer service I have ever had to deal with. All the staff I dealt with seem to be very lost and unprofessional. I went into the store less then a week ago because my mirror that I have been waiting to collect for two months still hadn’t come in so I just wanted to return it as I already bought another mirror elsewhere. Very frustrating because it was supposed to come in 2 weeks and after 2 months I still heard nothing from the company. When I came in they told me they couldn’t return it for me and told me I needed to go online. So i went home, I was actually shocked about how aggressive their approach was. Then I got two missed calls from them a few days later saying to call them back so I did today and this is what tipped me over the edge to write this. When I called them back the lady on the phone had no idea who called me or why, then puts me on hold and I can hear every word while she talks about me. Then picks up the phone to talk to me only to tell me she needs to go speak to her manager and hangs up on me. I get another call soon after some lady telling me I have the mirror and I said no I don’t she then hangs up on me. Calls me back five seconds later and says the mirror is here u can pick it up. I said I don’t want the mirror anymore I’ve been trying to return it for the past month and then she goes okay just go online and then hangs up on me. I just want my money back asap

Purchased a dining table + chairs from Donna, I was charged incorrectly and told I would receive a refund. I’ve now only received a partial refund due to Donnas lack of in store promotion knowledge and putting our invoice through incorrectly. When I called to question, I was told it’s unreasonable of me to expect to pay the amount originally quoted. Wouldn’t recommend!!

Purchased a newly added item which was out of stock, waited 6 weeks only for them to call that it has been discontinued. Was told we'd get a discount on a similar item for all the trouble, only to have the same staff member (Donna) go back on her word and say we cant do that. All of this whilst the discontinued item still being listed online for other customers to be messed around with.Terrible customer service and communication with staff attitude seems like a common theme in these reviews.

Poor communication, the customer service line provides you only with arrogant and unhelpful staff that don’t assist with resolutions. Don’t bother if you’re wanting something in SA, they have no warehouse here, and told to “take it loosely if the website says things are in stock”. 2 weeks on the items haven’t moved as there apparently isn’t room on their truck twice now and told that the following week might be the one they finally go from NSW to VIC, then SA. Don’t waste your time or money. So unprofessional.