James Lane Physical store

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

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

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 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

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!

I’ve had this coffee table for less than a year. The first one arrived and the legs would not bolt on as the hole and screw were miss aligned. The second one broke. I found out it was broken as my neighbour said “is that leg wonky” as I lifted the table it fell on me. Its marble. Could have fallen on my 4 year old. It’s very poorly made and… Read more

destined to Break.

Huge waste of money as they said we used it incorrectly. I let my son sit next to it (on his seat) and eat. And I place my morning coffee on it. That’s all the use it has.

In my experience sell crap, dangerous products and don’t come through with warranty when it’s needed. No go.