James Lane QLD, Fortitude Valley

Our coffee tables were faulty and had awful customer service from the claims department who made us feel like we were an inconvenience. Never apologised and we had to push for our case despite selling us 2 tables designed to go together that don’t match and in addition, the larger table wasn’t cut properly and not circular so doesn’t fit frame… Read more

properly. Coffee tables are modelled together in shop but whilst we didn’t expect the marble to be identical, we expected same base colour whereas one was white marble and the other beige & they look st^pid together. It’s a shame the claims department were so awful, as the staff in the Fortitude Valley store and at warehouse were the opposite and really helpful. I don’t post negative reviews but given how poor the claims department have been when they’ve sold us a faulty product, I really do not recommend purchasing from James Lane.

Don't even bother with this company. Appalling service. Paid for delivery to my door (explained that it would be up a flight of stairs, which they assured me would be no problem), then upon delivery, they refused to do so, because "we don't get paid any extra to deliver this f****** s*** to your door." I had no other option than to accept the… Read more

delivery as is, and organise my own means of getting the couch upstairs. To do so, I had to pull two of my own staff members from my business to get it up the stairs at my own expense.

I have tried to contact several times about a refund on the amount I paid for delivery, and have met refusal after refusal.

James Lane will make you pay for a service you don't even receive, and then hide behind head office. Head office have even confirmed the fact that my own staff members delivered the couch. Astounding.

Great customer experience!! – Mark was so helpful both over the phone and in store. Made the process super quick and easy. Show reply

Table round and chairs – Very good products at great prices best table but have to wait for delivery Show details ·  2

Whole experience was easy start to finish – Great sales service, simple process, lead time was accurate and delivery + install guys Moey & David went over and above to help out. Show details ·  1

Great quality couch, great service – Excellent in store service, fantastic delivery service. Chris and his mate set up our couch, positioned it where we wanted it, vacuumed and took away the packing materials. We are very happy with the quality and comfort. Thank you! Update: there was an issue with the corner section 2 months after purchase. JL sent out their inspector who said… Read more ·  1

the foam substrate was the problem and couldn't be fixed. JL replaced the couch without any issues and reassembled it again on site. All the staff were pleasant to deal with. Again, their customer service was exemplary, you can purchase with confidence.

Service from all of the team – Service from all the team (particularly Mihaela) was fantastic. Bought the Xander Sofa x 2 Show details ·  1

Great service, delivery & product – Friendly staff that weee happy to give a great price and org aided delivery that suited our availability - delivery arrived on time and looks to be well transported - quality of product seems ok haven’t fully unpacked ans set it up yet Show details ·  1

Amazing and Prompt Customer Service – I would like to highlight the work Mark is doing, as he has been very responsive and prompt with my requirements of my orders. Show details ·  1

Outstanding customer service – We recently purchased the Dylan Darby leather chaise with electric recliner and love it. Outstanding customer service from Mihaela. Lounge was ordered and delivered in less than a week. Thanks to the delivery team who were on time and assembled the lounge. Would highly recommend James Lane Fortitude Valley. Show reply

Amazing help to find the perfect sofa – Recently purchased a haven 3.5 water sofa with ottoman. Mark at the fortitude store went above and beyond to answer all my questions, guide me to what would be best for my unit and find me the perfect sofa! Thanks so much! Show details

It was really a nice shopping experience – Quite enjoyed Mihaela service! She always introduced products to me with great enthusiasm and gave me some useful advices.

Love the purchase, love Mihaela – The couch is so comfy, Micaela was so helpful without being pushy.

Amazing customer service – The team at Fortitude Valley have exceptionally high standards of customer service. Mihaela went above and beyond to source a lost part for us. This had no financial gain for the store. Yet the team 'off their own back' went above and beyond to help. Incredible service. I would also like to say a special thanks to Nikita who was part of this whole brilliant experience. Amazing job. Thank you Show details ·  1

Great Service. Great prices – I bought a couple of bedside lamps. The sales man was extremely helpful and the prices were were very reasonable. I would shop here again. Show details ·  1

Unimpressed – I attended the Fortitude Valley store to check out a few couches in person as I was looking to buy. My plan was to buy the couch online however I was open to purchasing the couch in store. I walked into the store and I was the only person in there. I was not approached by any of the two male staff members who were at the counter in the far corner… Read more

of the store. It was only when I had reached that area that they engaged with me. I then explained that I was looking to purchase a couch online to which one of the staff replied "Well then we don't get commission". I then received some help and engagement regarding the couch I wished to purchase however I was repeatedly badgered to purchase the couch in store. The staff member advised me that I would have a horrendous experience if I purchased online as there would be poor communication and told me that I would not receive my items quickly. It got to the point that I left the store feeling harassed to purchase the couch in store. I also felt like as soon as I expressed my desire to purchase online the service i received was extremely poor as there was no commission in the sale. I ended up buying the couch online and I had a great experience and it has already arrived! I am extremely disappointed in the conduct of the sales men and think they need to respect the way in which the customer wishes to purchase items as I ended up spending nearly $3000.00.

Great service – From sales to delivery, James Lane went above and beyond to provide us exactly what we wanted, when we wanted it. Love the Hardwood TV Cabinet, it’s great quality and we’re very happy with our experience. Show details ·  1

Good quality, good price & good service ! – This is a pleasant experience for shopping in James & Lane ~~~ Show details ·  1

Great Service – Happy with range, quality & pricing. I appreciated being able to buy select items off the floor rather than order only with delivery at a later unknown date (like so many retailers). I will buy here again. Show details

Amazing sales staff! – Brad at Fortitude Valley is fantastic. Nothing is a problem, and his sense of humour made purchasing my sofa and dining table a super fun experience! There was an issue with one of the deliveries that he quickly fixed for me. He is my favourite furniture sales person and I’m looking forward to going back for more as I slowly complete my apartment. Love the James Lane look, too. Show details ·  1

Tula and Tulum range - recommend both – Staff were very knowledgeable and helpful. Products arrived well packaged and in good condition. Assembly was minor and easy, with tools being included and hardware well packaged and clear instructions. Show details ·  1

Great help – I needed to purchase cushions for 4 couches. Styling isn’t my thing and the help I was given deciding on what would be best was excellent. Show details ·  1

Great deal, awesome customer service – Great deal, awesome customer service Amir the store manager helped me out, definitely a lot of attention to detail provided great feedback based on my needs. 10/10 will always go back! Show details

Great service at store. Terrible delivery & costumer service – We got a bed suit and people at the store were amazing. 5 stars for them! We received our stuff on time, but the first problem was that they delivered the wrong tall boy, we noticed that later. We pay extra for them to assemble our furniture and get rid off the cardboard boxes and so on. Well... ...firstly, they messed up my wall Secondly,… Read more

they quite assembled the bed, but we needed to finish the work tightening the screws.

Thirdly, they only took the scraps of the bed.

The next week, they brought the right tall boy yay !!!! And they messed up my wall again.

People who works at the delivery service are rude, they don’t do a good job and they are super unprofessional. I give them no stars.

Today, after 1 and a half months the bed fall down, one of the screws stripped out. I won’t talk about quality today.

Well, my husband went to the store, they created a case number and contacted costumer service.

It’s night and nobody has called yet, we needed to disassemble the bed and put the mattress on the floor.

We just wanted to know when someone will come, but costumers are not important for this company.

I’m pretty disappointed and sleeping on the floor because of the bad quality of our pricey bed.

Do Not Shop Here!!! – Could not give them a lower rating if I tried. Terrible customer service - condescending, unhelpful and blatantly rude. After 3 weeks of waiting for a product IN STOCK and being continuously stuffed around via delivery date, we finally received our item DAMAGED and charged MORE than the price told to us in store. Could not have had a worse experience. Save your money and go spend it anywhere else.