James Lane NSW, Liverpool

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.

A awful journey of purchase – We were expecting overseas guests and needed a mattress and bed frame by mid February. We went to Liverpool Sleeping Giant store and paid for our purchase.The sales person [Name Removed] confirmed in writing on the invoice that the delivery would be on mid February. We were happy until few days later when we received an email from the store… Read more

confirming that the delivery won’t be possible until late February as those items we bought are not in stocks. This caused us severe inconvenience and wondered why the sales person didn’t tell us at the time of purchase. We would have gone to other stores.

Due to time constraints we had to compromise our choices and had to reluctantly choose from available stock. Finally the delivery is scheduled on 11th February but once again no confirmation text is received the day before. When called later found that the delivery is rescheduled on 13th without notification to us.

Finally I took day off work to receive the goods on 13th but the delivery person arrived with bed head, bed frame and one less mattress. Now I have no mattress to sleep on and have to take another day off. More inconvenience to us but no apology received. This is an awful journey of purchasing mattresses and bedding from this Company, I do not recommend. You cannot simply be sure what they are saying. Poor coordination among sales, warehouse, delivery contractors. To me the sales person either misled us knowing the fact or could not read their stock level properly on the screen. In either cases the customer service provided is very poor.

Worst furniture store ever – Worst furniture and service ever to be provided. Paid for a bedroom suite and lounge room furniture. The lounge never arrived because the stocktake was done incorrectly and there was a shortfall of product to orders. Then, a clock that was purchased was kept in the box that was provided and it doesn't work. The bedframe has a large dent and… Read more

scratch in the bed head. Contacted the Liverpool store who were great in getting back to me, but the customer service team do not care about customers and didn't contact when they said they were going to. It took them two weeks to tell me that they didn't have a replacement frame in stock and it would be another 4-6 weeks until the new bedframe was available. In the meantime, to help my back, I was told to put the bedframe together but the support slat doesn't slot into the bed frame like its supposed to. I rang the manager at Liverpool to be told that there is nothing that can be done because it was Easter weekend and the customer service team were not in. Before this, I had paid a deposit on a lounge that was waiting to come in, but wasn't going to be available for another 2-3 weeks, however, due to the issues that I had experienced, I didn't want anything else to go amiss and a delivery might be too much for them to handle, so decided to cancel my order. However, the manager wouldn't cancel the order or refund my deposit, saying that it was a customer service job. Even though I hadn't received the lounge at this point, they still didn't want to give MY money back. I will NEVER purchase another product through these guys again. It has been a horrible, stressful experience that was so unnecessary.