James Lane

Went in today to buy cushions for both my formal lounge and family room. Was served by the beautiful Chrissy in auburn store. She was absolutely beautiful and so helpful. Service, prices and products were fantastic. Will definitely be back.

Also would like to mention the store manager helped carry the bags with me and mum to the car. What a sweetheart.

We were looking for a buffet all day and no one wanted yo help us until we got to James Lane Mega Mall Auburn and we were bowled over the service was great price was great the after sale and pick up was exceptional we couldn't he happier Thanks James Lane we'll be back

3 seater sofa delivered without the clips to attach all parts together. Called the store immediately and they advised that manufacturers warranty claim will be submitted, so had to use the warranty from day one.
Auburn store asked me to contact the head office to check how quickly they can arrange someone to bring the clips and install them.
Called the head office and expressed my disappointment. The answer I got that they have HUNDREDS of warranty claims (this is a BIG concern about the quality of their products) and I have to wait in the queue.
I requested to arrange a refund if can't get it fixed ASAP as I have function happening next week. This was Saturday, so they asked me to call back on Monday.
Called again Monday morning and told the whole story again and asked for a refund if issue can not be fixed before the end of the week, the lady (her name Mandy) said I am rude and she lost her patience and hang up the call. Called back and asked to talk to the lady's manager about what happened, her manager apologized and arranged team to attend and install the missing part by Thursday.
I requested her manager to open investigation about what happened and listen to the recorded call when the lady called me rude. I insisted to do investigation and send me official email about the results of the investigation.
The manager didn't send any email, so I called back after two days and asked for the email, she sent email that they still investigating and she will keep me updated. She never updated me for more than three weeks and she will never do. Very rude and poor service.
INVOICE 1261528
WILL NEVER USE JAMES LANE AGAIN

My brother purchased sofa from this place. Service of staff is very good. Staff is very helpful and polite. Product quality seems to be very descent. Product is expected to be delivered on time, hoping their delivery service will be also good.

After buying a dining table and buffet at the end of Dec-21 for more than $2,000 I was told delivery in 3 weeks.

3 weeks came and went with no phone call or email so had to call and find out that the goods are still in Qld. And will be delivered 1st week of Feb.

Early Feb came and went and again chasing them up am told it's still not in Sydney and will arrive end of Feb. After waiting more than 6 weeks for a dining table I had to cancel the order.

These people have no clue what's going on and their customer service is even worse. If you can't get goods to customers in a reasonable amount of time don't sell them!

I bought two sofas - 3 seater and 2 seater for $1200. The same set was sold 2 weeks later at $800. Felt I was cheated, i can understand if the price falls in 3-6 months but within 2 weeks. Advise will be never buy from here unless the price drops.the cost is always 30-40% higher than actual. After 2 years the iron rod within the sofas can be felt and is dangerous if you are not aware. Really bad quality sofas

Extremely rude customer service, especially Mandy. They advise of incorrect delivery dates, and don't advise of delays. Customer service want to argue with you about the information they advised originally, and offer no alternative, no apology, no good will offering, nothing!
I wouldn't buy from this company ever again.nothing but rude.

The customer service is Amazing. I had a chat with Angie when my Sofa had some foam issue and I got immediate help.
I would definitely recommend James Lane

Extremely rude customer service, especially Mandy. They advise of incorrect delivery dates, and don't advise of delays. Customer service want to argue with you about the information they advised originally, and offer no alternative, no apology, no good will offering, nothing!
I wouldn't buy from this company ever again.nothing but rude.

Very bad experience!

We brought some items and we dealt with the manager Nicole. She gave us completely wrong information about the delivery date and the payment method. I toke the day off work and missed a very important appointment because I had to stay home and wait for the delivery guy (which no one showed up). Also few days delay on the items. They don’t care about the situation they put people into, but all they care about is MONEY. So inconvenient and frustrating.

Great customer service from the James Lane staff at Auburn!

We had purchased our gorgeous couch for our new home and had a really great experience, everything from first point of contact in the store right up until delivery was fantastic.

I recently referred my sister to James Lane & she has now bought a couch, it is yet to be delivered, but she has, thus far; had a great experience.

Will keep referring people to this store! 5 Stars!

Excellent service from ordering to delivery will call office next week to give good feedback for the two strong delivery men

One of the best organisation that I have conducted business with. Best people and very great quality.

Ian done an awesome job with everything. He was very helpful and fun to work with! Give this guy a pay raise.

Don’t order a bed from these guys took then 4 months had to sleep on the floor and when the bed come they were the wrong beds not happy worse service

I bought two sofas - 3 seater and 2 seater for $1200. The same set was sold 2 weeks later at $800. Felt I was cheated, i can understand if the price falls in 3-6 months but within 2 weeks. Advise will be never buy from here unless the price drops.the cost is always 30-40% higher than actual.

AVOID AVOID AVOID!
Purchased a couch through these guys - what a bad decision that was! We dealt with a really bitter middle aged woman name Vicki, she was unhelpful and didnt know how to smile, she certainly did not suit a sales role thats for sure. We were told that the price advertised was the last price, however when we were sitting down actually going through the purchase a young couple came in and asked the other sales rep if the prices were negotiable and the sales assistant said he would give them a good price. At this stage I turned to my mum and said lets go elsewhere and not buy from them as she said she was not willing to negotiate for us yet it was so simply put for the other customers that walked in, Vicki then turned to her colleague INFRONT OF US and said to him with her hand over her mouth trying to be secretive "that's the last price" and the sales rep quickly walked away with the other customers. I wish my mum listened to me, now let me tell you the story of how it all went wrong. We purchased the couch despite Vicki's rudeness and bitter attitude, the couch was to be delivered the following Thursday. I took the day off work to have this delivered as we had no couches and wanted this in a hurry. The couch got delivered, but upon inspection I noticed it had a hole in it. I called the store and to my luck I got the unhelpful and feisty Vicki. I explained the situation and she said she would organise for a replacement that weekend. So we didn't put the couch together so they could come and replace it. Saturday comes and the delivery drivers show up with the WRONG couch (the wrong part of the sectional couch) and only realising this AFTER the guys put it together! During the process the driver (lovely guy but had a severe sweating issue) sweated all over my brand new couch and floor, when I say sweated I don't mean 1 or 2 drops, I mean my floor was covered in sweat and because they were wearing shoes this turned into a puddle of dirt and swear. Anyways I called Vicki AGAIN and told her she had sent the wrong couch and I was advised the "order in the system was not showing the correct product" hence the error, again no accountability or apology from her at all. The drivers took back the couch and on the way up knocked over a pot plant and got the dirt all over the floor. They left and called me back that same afternoon saying they have got the replacement for me and would be at my house in an hour. 40 minutes pass and they call and say they are there! I quickly rush back home from shopping so I can have an actual couch for the weekend. Anyways, I get home and they are there, I open the garage so they can bring it in from the back. I parked my car and walked in and opened up the door so they could bring the couch in. As they were offloading the couch I noticed they dropped the box which had the couch in it, when they brought the couch in I noticed there was a tear in the couch and raised this with them, he then showed me a big hole which on the top corner which I assumed happened when they dropped it. Basically I wasted 1 day of annual leave and my whole Saturday on this place that should not be in business and they stuffed up all THREE TIMES. I then decided enough was enough and told hormonal Vicki that I would like a full refund and to take all the couches back. I was advised that I would not be refunded delivery fees as they pay contractors, how pathetic is that right? I told her I don't care who they are and who they pay and how I am getting a full refund. At this stage I had enough of Vicki and decided I would now take this further and deal with head office. I dealt with a really nice lady in head office who followed up on everything for me and guaranteed the refund including delivery etc. DO NOT DEAL WITH THIS COMPANY! I don't know about the other stores, but if they are as "lovely" as Vicki then I would avoid them at all costs. Not only was the service bad in store but the after service was atrocious. I would not suggest dealing with the Auburn store even if you are getting a free couch! TRUST ME!

Best customer service by Vicky and Christian:) Christian went over and beyond to organize same day pick up for the furniture I got

Amazing place will definitely come back!

Bought a concrete dinning table, it was faulty product. Called customer service for a replacement and ignored me for few days. Had to call them back more than 4 times. Asked them for a picking slip paper with my signature on, but received a document with my fake signature. Spent more than $1000 on this faulty table. Guess what, no replacement due to their policy. NEVER listen or read to words from customer.

Whole experience let down by a rude staff. The lady that worked there on Saturdays provided the worst customer service I have ever experienced. She was rude on the phone, in person. Just horrendous. Sharp contrast than when we went to the castle hill one, much friendlier and helpful staff. Never visiting the store again!