James Lane SA, Mile End

terrible customer service, incompetent staff - only purchased bed as promised delivery today, then told at 5:00 they cant deliver as they have put in incorrect address that doesnt even exist. Driver was told he cant change as not company policy to fix. Manager rude and unhelpful. Show details

Excellent – We want to thank Lee for the excellent service he provided during our visit. He was extremely helpful and attentive in assisting us with the selection of our new living room set. Outstanding service, highly recommended Show reply

Friendly chat and successful shopping! – Liana was very friendly and helpful getting a quote for the fantastic haven couch! Easily customised to suit our requirements. Show reply

I will be back, the furniture is beautiful, loved it. Was my first time in the store wont be my last – As above, a great store in a great location. Loved my purchases will be back Show details

Fantastic service and great quality – Donna was very helpful and patient I purchased a dining table and entertainment unit which were great quality and reasonably priced. I’ve since gone back and Donna helped me with the purchase of beautiful rug to set of my updated room Show details

Wall Art Purchase – Most of staff friendly and helpful except for one gentleman who refused to help me put a huge boxed wall art I purchased into my car boot . I have done my lower back damage as a result so am seeing a physio and in extreme pain and can’t bend over . I returned it the next day as it was way too big anyway. Thankfully this other gentleman kindly retrieved it from my car for me . Show details

Broken chairs within a month of delivery – 2 of the 6 chairs I purchased have broken within a month of delivery. Very poor communication from the "warranty company", I have had to chase them via phone and email numerous times. James Lane will not communicate with me about this matter, directing me to their "warranty company", as I wish to return all of these chairs for a refund as I now… Read more

feel they are unsafe for my family to use. So disappointed. Unfortunately I won't be shopping here again.

Take full payment 6 months or more for delivery?? – Staff member was only too happy to take my money for the items I ordered. Paid in full item to be in stock in 6 weeks. 7 weeks later they tell me it’s still on its way so asked to give me a date only to be told it will be December sometime. Where is the customer service to advise you. Guess James Lane are not worried they have my money. Very… Read more

disappointed. Won’t be shopping here again and will tell other people to be careful when purchasing at James Lane lesson learnt don’t pay for goods .

Amazing customer service – Greg from Mile End is SA was an incredible help to us, with lots of chops and changes… he was very patient!! Really helpful, thank you! Show details

Horror Story when ordering a simple dinning table – Please read if you interested to know how James Lane (Mile End Location, Warehouse, Transport, Head Office and Customer Support), managed to turn a simple table delivery into a Ben Hur Epic. Get the popcorn out. We purchased a table and chairs (display model), from Mile End around 20th April. At the time we wanted only the table, and not chairs,… Read more

but were told we would have to purchase the lot and could sell chairs on marketplace (this will be key later). What appeared like a quick process to pack up table and transport it, turned into a 2 month ordeal. The table was promised to be delivered with other items we purchased on May 6th. We received call on 4th May, advising that the table was damaged during packing and that new legs would be ordered from syd via melb and delivered to Adelaide around 21st May. Inconvenience but ok bad luck happens, chairs arrived (bit of story here too, but leave that for another time), but no table. Around 19th May we got call saying that order was not processed correctly and that it would be delivered 27th May. Our patience was now running thin, two days prior delivery I had not heard of the confirmation and called James Lane asking about the delivery, and was promised that table will arrive on 27th, only to receive a call 2 hours later saying that no actually it was not coming from melb again, (apparently someone resigned who was handling the table). At this point we escalated the case to head office to fix the matter, Head office advised that Mile End did not follow correct procedure (no mention of person who resigned) and did not order the legs to be transported, but assured us that it would arrive the following week 10th June. At this point we were super disappointed as we had to postpone our house warming party. A refund option was offered, however only for the table, and not the total we paid at the start (so now magically we find out that the original purchase could have been split and we did not need to pay for chairs?), so, as we got rid of chairs we were now at a loss if we accepted this partial refund, so declined. The next week arrives, once again I am calling to find out if we will receive the table, and am promised yes it will arrive 10th June between 9am and 11am. Ok 10st June arrives, I take time off work to accept delivery. At 10am I receive call, “Truck arrived from Melb, your table is not in the truck”. Although manager was empathetic at this point I was not surprised and I was dulled. I requested compensation for service and the manager promised to send email will full story to Head of Sales (another important point for later) and said that’s all she could do. Another promise was made that table would come the following week. That night I get call from truck driver “hey we actually found your table in truck and will deliver tomorrow”…no way I say shaking my head at the ongoing incompetence. June 11th we get the table …god all mighty it arrived…only for us to find 5cm crack in middle of it. I called store advising of damage and that this should be added to overall complaint to management, which was noted. Mid June I received email from customer service advising that due to damage I would receive compensation of…wait for it ….. $70 for damage to mirrors…..yes mirrors…what mirrors? I said this was wrong got an apology and response apologising and was advised that due to table being worth $350 I would get $70 compensation…..ammm the table cost around $900, again another email back…another apology, and response due to revised evaluation we are entitled an additional $10, taking our total refund fee to $80 for damage to table, how do I fix the middle plank of table for $80. The damage to table was nail in coffin, but I was curious to whether I was actually being compensated for service, so I called customer service and was told that there was no mention of anything prior to the damage of table …….so what happened to the email the manager at Mile End sent to head office? Customer Service had no visibility of this and acted on just thinking that there was damage to table. I called customer service advising them of the full story and was promised call back same day…no call back. I wrote a formal letter outlining all the issues, was called by customer team member informing that a new table would be delivered (held my breath for another ordeal), but the service part of complaint was still sitting with sales management in head office. New table arrived (within 3 days, wow why could not this happen first time?) however we never received any call or apology or compensation or anything in relation to all the above from Head Office Management, it's now July 11th . We received new table after the crack was found so appreciate this at least, but that’s it. Bravo James Lane. We have been telling this event to many people, who are shocked this has taken place.

Excellent products and service – Donna was very professional and was very helpful. She couldn’t do enough to make sure we got what we needed. I couldn’t fault the service. Show details ·  1

Really happy with our new sofas and store – Impressed with customer service. Quality of sofas impressive and excellent price. Donna went out of her way to ensure we were happy with our purchase. Show details

Fantastic Service by Donna – Cant wait to receive our Xander Sofa. Donna in the store was beyond helpful, understood exactly what i needed. Thanks for helping with the decision process. Great service and price Show details

Awesome service – Bought a leather lounge suite . Liana was helpful , friendly and had a great knowledge about the lounge suites. She made us feel like part of the James Lane family . Highly recommend visiting this store . Turn around time for our ordered lounge is only 2 weeks. What more could you ask for. Show details ·  1

Highly Recommend – After shopping in other furniture stores it was such a pleasure dealing with Liana. Liana went above & beyond to assist us with ideas & options regarding the tentative purchase of a modular corner lounge sofa. A very knowledgeable, experienced, and focused lady, with a lovely personality to match. Highly recommend a visit to this store at Mile End… Read more ·  1

Adelaide, you will be pleasantly surprised with the presentation / display of furniture & other stock on display.

Love this range of mattresses and quality furniture – Bought a lounge and 2 mattresses through Liana, she knows her products, is polite, friendly & professional & turns over every stone to help us get what we need asap. I’ve previously bought from James Lane the store is beautifully set out with a lovely range of quality furniture and accessories, smells so nice too. It’s my go to store & I always… Read more ·  1

look out for Liana as my go to person. Not minimising anything from other staff there, they are all very polite & welcoming.

Thanks! – Liana was so helpful, patient and gave me the time, without pressure to make a decision. Amazing store with lots of wonderful pieces of furniture. Thank you very much! Show details ·  1

Great service – Liana has been a fantastic sales person. She was very personable, approachable and was extremely efficient. We were thrilled with her service and with the products. Thank you for making our experience so wonderful Liana. Show reply

Lovely store, Willing Customer Service – The Mile End (SA) store is beautiful, and they are willing to help. I ran into a bit of trouble with the delivery dates as their warehouse was moving (it's in Melbourne and Sydney), but after some liaising they came through above my expectations on the delivery. My sincere thanks James Lane. Show details ·  1

Friendly customer service – Greeted when entered store. Asked if I needed help. Questions answered politely and purchase made with no hassles. Able to leave item bought in store and collected later for convenience. Beautiful store presented well with friendly service Show details

Thinking outside the box – The lovely lady (Greek) offered a solution to my situation by thinking outside the box. Can't wait to receive my product 5 stars Show details ·  1

Noosa Bed – Noosa bed- it is beautiful looking!! had the bed for 2 months and the piece holding the base completely snapped off. the screws holding in place don't seem to be adequate. I first emailed which was pointless. she took days to reply then stopped. I rang and spoke to a nice man on the phone who helped me, he promptly ordered a replacement! he said… Read more

it would take a week or two. Amazing service from him. however, it's a month later and I am still sleeping on the floor. I rang back and am told hopefully end of next week. It's pretty wearing on the back sleeping on the floor. at this stage, I'm really over it. - over 2 months later and I have received my bed. communication was really poor, which is super disappointing. And a simple apology would have gone a long way. The replacement bed has slats instead of a solid base so fingers crossed it holds up!

Beautiful store! – We’ve bought a few pieces from here. They’re always excellent quality items and the service from the staff is always very friendly and helpful. Show details ·  1

Friendly, Helpful Staff – Liana helped us in store with questions we had regarding a product. She was informative and very kind to talk to. The store is set up really well and you can tell the staff take a lot of pride in their store. Show reply

Excellent service, help and cooperation – Excellent service, help and cooperation. I came in today with my grand daughter who helped me pick out a cane style shelf for my living room. Liana was so helpful. She had excellent service, she assisted me with the process for purchase to pickup of my shelf with ease. Liana was accepting of my old age and didn’t make me feel belittled. Thankyou for everything. Show details ·  1