Baanuchandar was extremely helpful, honest and patient, he gave us great advice and had thorough understanding of all the products. The first couch we tested was the Willow and nothing could compare to the comfort of it, so happy with our purchase!! Show details · 1
Amber served me today she was very helpful and knowledgeable I was unsure about purchasing from James lane but she assured me of the quality And proven sales which helped me decide very good service 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
Reviews with attachments
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
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
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
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.
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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.
Hi Jessica, Thank you for your feedback. We have… Read more
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.
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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
After having viewed various dining tables at Nick Scali, Freedom, Harvey Norman etc. we decided on a rose coloured "Madras" table displayed at James Lane Caringbah. The table was on sale and was paid for at the time of ordering. The table that was delivered was a light straw colour and bore no resemblance to the red toned floor model on… Read more
which we based our decision. We returned to the store and were told they could not help us (fail number 1) and it would have to be a "warranty claim". The warranty person falsely stated a different colour was not grounds for a "major failure" and we were only entitled to a replacement (fail number 2).
A replacement was to be sent a week later, but never arrived. Subsequent phone calls revealed a replacement was never ordered. At this stage we were seeking a refund which the warranty team refused to supply (fail number 3).
It seems James Lane would not or could not guarantee that the table would be a similar colour to the display model, nor mentioned this when we ordered the table. (fail number 4). Returning to the store a third time we asked whether an alternative design could be supplied. The store person said they had been instructed by management not to talk to us! This request was subsequently refused (fail number 5)
As we had guests about to stay with us the following month and needed a bigger table, we did not have the luxury of time to take to matter to either NSW Fair Trading or a Small Claims division Court, we accepted an offer of the slightly shop soiled floor model.
James Lane's approach to customer service was appalling and we are of the opinion they breached several aspects of Australian Consumer law when a remedy was sought. Shop there at your own risk IMHO!
Thank you for your feedback. We’re sorry to hear the… Read more (+2 replies)
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Positive reviews
We were taken care of by Baanu and Francine. Both so extremely, extremely helpful and made my furniture purchasing experience very enjoyable. Was more then happy to buy my new household items from here. Show reply
Had such a lovely experience at James Lane in Alexandria thanks to Mark. From the moment I walked in, he made everything feel effortless, attentive without being overbearing, genuinely warm, and incredibly helpful. He created such a comfortable and welcoming atmosphere while still being so professional. He went above and beyond to help, and it completely made the experience. Already looking forward to coming back. Thank you, Mark! Show reply
Me and my partner came in to buy a lounge for our new place. We were served by Rhonda and she was extremely helpful finding the right lounge for us. She went out of her way to accommodate for us, her service was outstanding Show details · 1
Negative reviews
Poor products and services - The surface of new dining chairs is peeling when tucked into the dining table which was part of the dining set. James Lane will not replace as they have blamed moisture causing the issue. The items were also not delivered when promised and order not complete. No accountability or discounts were offered. Show details
Excellent service from a very helpful member of staff. We found it easy to locate the item we wanted to buy from a good range of similar products. Quality is excellent. As we are in our 80s we chose to have the assembly service, which was less expensive than that quoted to us from other stores, as was the price of delivery. Unfortunately this… Read more
story doesn’t have a happy ending. Our bed was loaded into JLs delivery van with no wrapping or packaging whatsoever & was delivered with a badly scratched headboard. We asked JL to make this good & they offered us $40. We told them we had been quoted $400 for the repair, asked them if they could suggest any other repairer who might be cheaper & told them they had an obligation to pay the total amount. They countered by offering $250 & the complaint handler said this was as much as they were permitted to give. I was so fed up, & didn’t have the time to spend months arguing the toss, I needed to use the bed for visitors, so I agreed to settle but told them I was very disappointed. We are now $150 down in order to get the headboard restored. I will be avoiding JL in future. Such a shame as their store staff gave great service.
Dear Tilly, Thank you very much for your kind review. We will pass it on to our team. Regards Team JL
My rug showed visible wear and tear after only a few months, despite being in an area that’s rarely walked on. The weave started coming out straight away, giving the rug a tired, low-grade appearance. I contacted customer service and was essentially told it was “general wear and tear,” which was extremely disappointing considering the short timeframe and light use. Overall, very poor quality for the price. Would not purchase again from JL.
Recent reviews
An amazing customer service experience. Rhonda and Kathryn were very patient, kind, and knowledgeable. Thanks to them, we successfully purchased our first lounge!! Show details · 1
From the moment we walked into the store we were warmly greeted and assisted. Luke, the sales rep, took the time to listen to our ideas and worked with our existing colour scheme to help us choose the perfect lounge. He also shared some helpful rug and styling tips that pulled everything together. The service and advice made the trip from Goulburn well worth it. Show details · 1
The showroom is beautifully laid out, making it easy to browse their wide range of stylish and high-quality furniture. Amazing staff, easy to approach and wonderful to talk to. Show reply
Find out how James Lane NSW compares to other Furniture Shops
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Originally went in for just a browse and ended up wanting the whole store! The team at the Penrith store are so kind and helpful. Thank you to the ladies Farah, Cherie and Michaela that helped today. Very knowledgeable and sweet. Thank you! Show details · 1
Although we didn't make a purchase this visit, we had narrowed down some truly stunning furniture pieces. Cherry was exceptional, knowledgeable, endlessly patient with our many questions, and genuinely accommodating throughout. This was hands down the best in store experience we've had in the area, and we'll absolutely be back. Show details · 1
I recently visited the Penrith James Lane store and was impressed by both the quality of the pieces and the warm, welcoming service. The showroom was beautifully arranged, making it easy to visualise how items would look at home. Staff were knowledgeable without being pushy, and delivery was prompt and hassle-free. A great place to find stylish, well-made furniture at fair prices Show details · 1
Recently purchased beautiful furniture. Cherie made the process easy and was extremely helpful and knowable of the products. I was impressed and would highly recommend going to see her. Show reply
I recently visited this furniture store and had an amazing experience. The quality of the furniture is outstanding, with stylish designs and durable materials that really stand out. The staff were friendly, helpful, and took the time to understand what I was looking for without being pushy. The store was clean and very well-organized, and had a… Read more · 1
great range of options for every room. Overall, it’s a fantastic place to shop if you want high-quality furniture and excellent customer service.
John was awesome, went though the different options. Lead times with the different fabrics or the availability of stock in certain fabric. Was not pushy at all especially with the great sale that is currently on. Show details · 1
Both staff members were very helpful and attentive. We tried many mattresses and they patiently explained the pros and cons. Happy with our purchase. Great experience. Show details · 1
We had an amazing experience with James Lane from start to finish. The showroom presentation, quality of furniture, and overall customer service were outstanding. A special thank you to Rhonda, who went above and beyond to help us. She was incredibly knowledgeable, patient, and genuinely invested in making sure we chose the right pieces for our… Read more · 1
home. Nothing felt rushed, and she made the whole process smooth and enjoyable.
The quality of the furniture is exceptional, delivery was seamless, and we couldn’t be happier with the final result. Highly recommend James Lane — and if you can, ask for Rhonda
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Dear Devanshi, thank you for your feedback. could you… Read more