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.
I had such a great experience at James Lane Auburn thanks to Andrea. She is an absolute sweetheart — so patient and kind. She took her time helping me choose the right sofa and rug that suited my needs perfectly. Andrea really listened and made the whole process enjoyable and stress-free. We definitely need more people like her in customer service! Show details · 1
James Lane Malmo Reclining Chair – Malmo reclining chair - James Lane reject any response outside warranty stated period even if chair is faulty. Frame has Brocken after 18 months and they refuse any help to even repair unit. Poor customer service. Don’t state anywhere warranty is 12 months.
Reviews with attachments
Amazing product – We’ve been looking for a new coffee table for ages and we finally found it at James Lane. The product is perfect for our space and the staff were really friendly and helpful. Show details · 1
Great experience, very helpful staff – Amazing experience Kristie and Samar were so lovely to deal with made me feel very comfortable and they were very very helpful! Show details · 1
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absolutely horrible quality – My family purchased a so called "leather lounge" from the Auburn store. The sales people there were nice enough, but the product itself is absolutely horrible. They said the leather has **3 years warranty**. However, after we used for **1.5 years**, the leather is peeling off like paper. Here are the photos of the leather lounge. We contacted… Read more
the claim department, the person handled our claim, she insisted that we must purchase their leather protection kit to regularlly maintain the leather, otherwise the warrant is dismissed. Her attitude was so rude, who didn't try to take the responsibility of the product quality itself; didn't try to find a solution to fix the issues at all.
What they tried to say is like "You need to purchase their protection kit and use, otherwise their leather CAN NOT last, even for 1 day; and they will not refund and do replacement." We bought leather sofas in China and Hongkong before, they don't have any issues after 10, 15 years without using the protection kit. My 3 years' car has leather seats, I don't use any protection kit, the leather is still the same as brand new. This is a $2000, 3 seat sofa, it only lasts 1.5 years; therefore the quality like this is absolutely unacceptable!
I believe there were a lot of people purchased the same product from the shop. It is called "Tuscany Leather" Absolutely appalling after sale service they have! The worst product I have seen in Australia when it is still under warranty!
Worst purchase in my life – Customer service was extremely rude , not helping at all got the wrong order 3 times besides the delays I had to go through really bad service also bad delivery service, they keep saying system error, they been saying that for the past 3 weeks can’t get my refund and leaving me stuck with wrong order honestly never seen worse . Show details
Hello we are very sorry to hear this. I will have someone contact you today.
Positive reviews
Amazing service – Amazing was walking by the store an item caught my eyes the team where super friendly went out of their way to make it a great experience would definitely be coming and recommending them Show details · 1
Great staff – Anaiza took care of us very well. She was honest and thoughtful about her advice, and we were glad to purchase a new couch from her. Thanks Anaiza! Show details · 1
Perfect Customer Service!! – Anaiza is awesome, best customer service I have received. She was so nice and easy going and made my shopping experience fantastic!! 10/10 would recommend coming back to Anaiza. Show reply
Negative reviews
Scammer and liars don’t buy with them !!! – Bought a leather cough from them and after 3 years the cough starts peeling . First problems to get costumer service to help me out needed to go to fair trade to get even a decent responds from them and they where even accusing me that I did not replay anymore so that make them liars as wel. Then they send some one to look at the cough at my place… Read more
and they guy from the leather doctor is telling me that he sees that we take good care off the couch and then I get a email from James lane with the report telling me that they can’t do anything because it my fault and that we don’t clean the couch and don’t hydrate it all that find off [Content Removed]. I must say that they are scammers and liars and they sell the worst quality of leather and they sell it to you as top off the line.
Dear Customer, We understand your frustration and… Read more (+1 reply)
Good product. Delivery notice could be better – Delivery notice text was sent very late. And delivery window was too big. The driver ended up calling first before the text that was suppose to come day before.
Dear Simon, Thank you for your valuable feedback. We… Read more
Find out how James Lane NSW, Auburn compares to other Furniture Shops
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Excellent service when buying but terrible after service – **UPDATE** - do not trust their warranty. The metal handles behind the headrest have rusted after a year and James Lane is refusing to replace the section of damage or even assess it in person. They claim it’s due to environmental issues but this is not the case. My sofa has been in my living room in a well ventilated area with no sun or rain… Read more
damage.
I will be going to fair trading BUYER BEWARE!!**
My husband and I had been looking for a 3 seater with chaise and recliner sofa. There were other stores like Plush , Nick Scali and Freedom that we looked into, however upon reading reviews we were hesitant to commit to the 12-14 week (minimum) delivery time as well as the warranty being honoured had there been any issues.
When we walked into James Lane in Auburn, we were greeted by the lovely store manager Kristy who was very knowledgeable and showed us a range of sofas to suit our needs. She wasn’t pushy and allowed us to take our time with testing out the sofas in store.
My husband and I decided to sleep on it and come back once we made a decision, however it only took a day and we came back to James Lane to purchase the Axel sofa after reading other positive reviews with the company.
We were able to have the couch delivered within the following 4 days which was excellent!
Upon putting the couch together, I did notice an issue which I emailed the store about. After a follow up email about a week later, I received a call from Bhavika who was able to resolve my concerns quickly and I was very happy with their willingness to rectify to the issue.
Overall I am very happy with the service both during and after my purchase.
If you’re thinking about whether to commit to a purchase from James Lane, I would say go for it from my experience in dealing with the company!
Thank you for your kind review, we will pass it on to the team.
Recent reviews
10/10 – I’ve been to the Auburn store and Anaiza, one of the employees just gave me one of the best shopping experiences ever. The itens on display and the costumer care are 10/10 Show reply
Affordable price, amazing staff – We bought a table and 6 chairs today. Christine helped us to choose our items and was very nice and helpful. We would like to thank her for her amazing attitude and help. Show details · 1
Great service – Great experience shopping here …amazing job Jibika helping us while we were indecisive..you were pleasant patient and extremely helpful…won’t hesitate to recommend Show reply
Couldn’t ask for anymore – Kristie greeted us as soon as we entered the store. She gave us our space and chimed in at the perfect moment. Perfect customer service. Couldn’t ask for better service. Thanks Kristie Show reply
Perfect furniture store – The store was easily accessible with more than enough parking space. And offered numerous products on display and salesperson Samar was very friendly and helpful in explaining different available options for each item and helped us to select perfect couch for us. Show details · 1
Incredible customer service!! – Shop manager was amazing and super funny! Made us laugh the whole time. The quality of the products are great. This is my second time buying from here and it’s all lasted. Show details · 1
Great customer service – I attended the Auburn James Lane store and was served by sales Assitant Kristie. This lady was more than helpful and knew her products. I found Kristie to be very attentive to my needs. I would have to say this lady is a bonus to her employer. They are very lucky to have such a good person working for the Company. Show details · 1
Best customer service! – High quality furniture! Lenda and louise offered me with the best service, with good prices. They assisted me with finding pieces for my new place. Show details · 1
Find out how James Lane NSW, Auburn compares to other Furniture Shops
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Happy boy – Happy with my purchases After looking at dozens of similar shops every thing fell into place at James Lane. The style, price & especially the sales lady Louise. Also the delivery guys did exactly what they said, keeping us informed . All up hassle free shopping.. Show details · 1
Excellent service – The staff were the nicest and most patient ever Especially Nada We love her she’s so warm and friendly and patient Show details · 1
Excellent customer service!! – We walked into the store at closing time (very inconvenient) with a very specific style and dimension in mind. We were served by the lovely Nada who went above and beyond to find us the perfect lounge, even staying back to finalise everything for us. She made the whole process very enjoyable and we will definitely be back to see her again soon. Thank you very much Nada, Anderson and Fiona Show reply
Excellent customer service! – Was served by Lenda @ Auburn and she provided exceptional after sale service for my Watson chair despite it wasn’t a straight forward. Show details
Review of my review – After multiple replacements of our 2 seater with a chaise.. we are still left with furniture that looks second hand and used. I wouldn't recommend this franchise at all. Spend your hard earned money elsewhere.
Thank you so much for your review, we will pass it on to the team.
Really friendly and extremely helpful! – Very helpful and friendly staff that assisted me in purchasing a great couch and at wonderful price. Pending it will fit in my doorway! Show details · 1
Everything was perfect! – Very happy with the service. Nada helped us with every step. The quality of the products we purchased can not compare to the quality if the other shops we were looking at. Show details · 1
Good customer service by Lenda – Excellent service by the staff and overall good collection. I will revisit the shop again for the various product in Show details · 1
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Dear Yang, We are reviewing your claim, we will… Read more (+1 reply)