James Lane

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

Great customer service by the team. We will be back for sure. Show details ·  1

Our lounge and bed delivered today, We we’re stressing out too much about our lift size but Mike and Jack was amazing.. Lounge is very comfy and our bed is stylish as, very happy.. Show details ·  1

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.

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.

We had a great experience in store and can’t speak highly enough about Chris from Liverpool. He has been fabulous. However when we received our good it was damaged and faulty before we even took it fully out of the box. We contacted the store and Chris was amazing help he sent through a warranty request for us. The people from the warranty… Read more

services department took six weeks to get in contact with me! Completely unacceptable. They had written down my email wrong and provided no apologies. I had paid for a brand-new buffet table which had arrived damaged. They tried offering me $200 credit when I said no. I want my item. They finally agreed to replace it but only if we would take the original person to warehouse all the way in Saint Marys to pick up the new piece I explained to them that under consumer law in New South Wales if their responsibility to pick up their faulty piece and replace it. Also my husband has a bad back and we had to pay money for delivery so shouldn’t have to pay for this again given it is their issue. I cannot explain to you how rude the staff were. they don’t write back to you and when they do, they’re extremely rude they threatened me that if I didn’t take their offer they might relinquish it and send me email and email “they’re not going back-and-forth any further with you “ and refuse to reply to your emails. They won’t call you back and now I’ve called the service team multiple times. They won’t answer your calls or call you back. All illegal and immoral . such a shame we did love our peace and we had a great in-store experience. We’ve just bought a new home and we’re planning on furnishing it through james lane and now are telling everyone to avoid this place through. No fault to the store staff. [Name Removed] and [Name Removed] from warranty have been the most difficult and I will be escalating this further.

This review is not regarding the store. We purchased the large version of the Fenn Mirror (oval shaped). The mirror has serious defects and the frame does not huh the glass in at least two places. Due to the separation between frame and glass, you can see at least 25cm of silicone on one side and at least 12cm of silicone on the other from at… Read more

least 2 metres away. The frame also appears to have been damaged and chipped prior to sale then sanded and painted in a similar colour. This is not as noticeable from a distance but still does not meet Australian Consumer standards. We reached out to James Lane for a refund and have been told they will offer $60 as compensation (on a $300 sale). Not good enough. This was our first purchase from James Lane and we will never purchase from James Lane or Sleeping Giant again due to the poor customer service.

Note another review on their website stated they had issues with the frame as well so the company is aware of this issue and continues to sell a faulty product.

James lane think before buying goods from James lane I had problems with my couch and they sent me a couch doctor and the funny thing was they told me to hit my couch every time too fix the couch and it’s one year old couch how much do I need to do that when paying so much money please don’t go to this store because you pay so much money and they… Read more

ask you to hit your couch big waist off money I want my money back but the customer service is terrible as well very hard to get them to do something think before buying from them I will not go back

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.