I DO NOT recommend buying from W.Lane online
W.Lane “Customer Care” is a misnomer. I now think they don’t care at all for their customers.
In the first week of June 2020 I bought over $100 worth of clothing online through the W.Lane site, although some items were from their sister stores. The site was extremely slow and kept crashing. There was a glitch during the payment process, and my W.Lane shopping cart was now empty. I didn’t receive timely confirmation emails from W.Lane or PayPal to say that my purchase had gone through, so I tried again. Nothing. I came back a few hours later an...d there were still no confirmation emails, so I tried a third time. More fool me! Confirmation emails then arrived, but in gibberish characters. When I checked my online bank statement, it showed that three orders had been placed. I immediately emailed W.Lane customer care on their website, (there is no number to call now to actually speak with a staff member) and did receive a very nice emailed reply from a woman who said she would try to fix the problem. I asked if I could have a refund for the duplicate items, and did in fact receive a refund for one item. The Clothing started to arrive in separate packages, and some of the items were duplicates. I again emailed W.Lane updating them on the situation and offering to return the duplicate items which had arrived. Many items have not arrived at all now though. It has now been five weeks, and despite sending several more online emails to W.Lane, I have had only two replies. One staff member informed me that they had given me a refund for that one item, even though I had clearly stated at the beginning of my email that I had received the refund. The only other reply from W.Lane Customer Care informed me that my items from one order had been delivered. This was after I had clearly said in my email that some had, but many had not. I had quoted the order numbers in my email, so I don’t know how it could have been misinterpreted. I don’t know if there is a language barrier or if the staff simply don’t read the whole email from me before quickly firing off a response. The two replies showe that they just did not grasp the issues. One other major problem with their site is that the Track and Trace links do not work on my account page. When I click on the tracing number the page simply reloads. I said this on in an email to W.Lane, but received no response. I don’t think there is any point contacting Australia Post, because it doesn’t seem that my missing items have been sent at all. I have not received a reply from W.Lane about where my missing items are though, and my requests for my matter to be passed onto a senior manager have not been acknowledged.
I purchased a few products on sale. Although my payment was automatically deducted from my account, I did not receive a confirmation of purchase. After contacting W.Lane immediately and a further five times by email, I did not receive a reply. When I finally received a reply, they informed me Australia Post had delivered a parcel. I have since contacted them with a request for an invoice of my purchase so Australia Post can investigate the missing parcel. Still waiting. I will never make another purchase with W.Lane and will tell my friends not to as well.
very bad service. they do not deliver the items
they have a number online but when you contact they just tell you to submit contact from online and will not respond i have been waiting for a while now.
Products never come
Bad customer service, they refuse to refund some of the postage which I think is unfair as I paid $10 postage when only 1 item arrived. Items always go out of stock so they claim they can't send it to you
Appalling Customer Service.Beware.
Appalling service. Order placed end of April and still not delivered. Had to lodge a paypal dispute to recover my payment.Wlane posted the item once I initiated the paypal dispute, but entered the wrong address. Parcel went back to Mosaic Warehouse. I emailed them regarding this, but no response. Quite offended, as one of the items was out of stock, but when my parcel arrived back to them, that item then was available to purchase online. Absolutely zero attempt to sort the problem.
I have ordered quite a bit from W.Lane. I love their clothes and they suit me. But their customer service is appalling. As they are under an umbrella company that looks after quite a few clothing companies, including, Katie’s, Rivers, Millers, there are major problems with their customer service. No matter which company I have ordered from you complain via the same form. Which is useless. So after weeks of being stuffed about I researched the home company, Mosaics Brands. I have the email address of the company secretary and wrote a firm but fa...ir complaint of my problems. I had help within days .But depending on which company you ordered through whether you get your postage refunded if it was a single item. They send you a free postage voucher but you have to spend $21 and cannot buy discounted or on sale products. So far they have about $20-$30 of my postage money not refunded. A nice way for them to raise money for the company. I will not buy on line again until Click and Collect comes back. Not happy JAN.
I placed an order 24 May 2020. I though it will be easy to collect the item into a store rather than wait for the delivery option, wrong move, nothing until now. I sent an email because the phone is not working, (all the time disconnected). On the email they reply back, they said they will contact me shortly. Some of the stores are know open, so I tried to call them but they don't have a clue. Seriously?, I think if they are unable to attend their customers, they need to stop taking more new orders until they comply with the old ones.
No customer care. No customer service. Shocking experience.
On 23 May, 2020 I ordered three items from W. Lane. I eventually received two items with no explanation of why all items weren't together. I too contacted them via email to find out what had happened. I received the bog standard email giving me a number to quote if I had any queries but still have not heard from them. A few days later the third item arrived with no explanation. None of the tops suit me and I wish to return them to W. Lane. I went onto their website and attempted to print the returns label but kept getting the message that my...order number is incorrect, so once again I filled out their contact form and heard nothing. I have just attempted once again to print out the returns label and am still getting the same message about my order number! And once again I have filled out a contact form and just received another bog standard email giving me a ticket number to use if I have any queries! The big excuse for holdups etc is problems because of COVID19 which I don't buy. I really wish I had checked out Product Review before I bought from these incompetent fools. They couldn't organise a doll's tea party!
Absolutely appalling. Give me back my money !
I placed an online order which cost me $20 ($10 for the items and $10 for shipping). I heard nothing for about a month from the company. I eventually received a refund of $10 back onto my credit card and an accompanying email saying they were out of stock of the items I ordered. They also provided me with a $10 shipping voucher for my next order. I don't want to use the $10 voucher. I want them to return the $10 to me as it was my money and I paid it for shipping items that were never shipped. Also I never ever want to order anything again onli...ne through this mob. (Millers, Katies, WLane, Noni B). One bitten twice shy. Oh and also if I was to use the voucher that they provided me with then I would have to spend a minimum of $21. Absolutely criminal are the methods being used by this company.
No response to queries re outstanding product or refund
I placed my first-ever online order for clothing on April 9 and have had such a bad experience with W Lane that I may never venture into online purchasing again. I ordered 4 garments, with free shipping as the order was over $80. It was 11 days until I received 2 of the garments (not TOO bad I suppose) but received no answer to my email to "Customer Care" (a misnomer if ever there was one!) querying the other 2 that were outstanding. In early May I sent off another email (still no response). After a few days a 3rd garment showed up (no paperwo...rk included and faulty). Again I emailed to query the outstanding 4th garment or a refund of the $35 I have paid for it, and AGAIN no response. I then used their feedback form on their website, they raised a ticket (dated May 18) asking me to bear with them as COVID-19 was impacting their ability to deal with queries/complaints promptly. Here we are in June and there is still no contact from them, no 4th garment, and no refund. I understand that the pandemic has caused an increase in online orders, but this is RIDICULOUS! I must agree with those other reviewers who have been burnt, and advise "don't go there"!
- Verified customer
Warning! Thank goodness for PayPal
Purchased items in April. Same issues as others here. No reply to queries. New ticket # issued with each query but no response. Thankfully, I'd used PayPal as the payment method. Lodged a complaint and within days received a refund. Do not order from this basket-case of a business. Not suggesting Wlane is dodgy, but believe they're simply not equipped to operate an online store. They're out of their depth.
That was fast!!! Well done WLane
On Monday this week at 5.39 pm I ordered 10 items in one of their flash sales - and this Friday morning I received my order. That's really amazing service - 3 days later delivered. I live on the South Coast NSW too, not city. Order number was 7369564. There were only 8 of the 10 items supplied, but I know from a couple of years dealing with them online that they will either supply the two items when they get them in or they will refund later. They will usually do this without me contacting them, just be patient I find. But the fit and quality is great and I am really happy with the clothes - 2 pair of denim jeans and 2 pair of linen pants and some cotton/linen tops. All really nice and price was a steal. Thanks, W Lane
Very poor web and phone service
I purchased online and found the free shipping did not work. You cannot call them, their Contact us form will not 'Submit' and the free Australia post label will not proceed to print. They may message you if you lodge with Department of Fair Trading but will not call you. I am completely unable to return an item unless I pay the courier charge, despite the fact they claim they have free returns.
I would NOT recommend buying from this company as they have become impossible to deal with.
Do not buy Online.
I totally agree with all the comments, I placed 2 orders on 29th April, no response, cannot get anyone by phone, have gone into W Lane local store, they are unable to help. They have my money and I am unable to get any help. What a scam!!! Will never deal with them online again. Needs to be investigated by Consumer Affairs, How much of our money have they got!!!
Very poor with no response to emails or calls
I put an order in 2 days ago and got a confirmation email but with delivery going to an unknown address in NSW instead of my address in Tas. Within minutes I tried to contact W.Lane via phone with a recorded message which was of no use. Also submitted a message on their Contact Us form to cancel order and was sent a ticket no to quote in future. I tried again quoting this ticket no and was issued with yet another ticket no with no real response. All very strange and disappointing, they have my money but doubt I will see the clothing or a refund. I will never buy from this site or any of their other sites in future. Please beware if you are thinking of placing an order.
I ordered my items last May 4, and until to this date ,never receive any response to my emails about my orders. been waiting for 4 weeks now and I keep asking them whereabout my orders and supposedly they will put the tracking number but theres none. The phone to contact ( 1300 728 980 ) doesnt work at all, just telling that due to covid-19 etc and hang up.
its very frustrating that you cant get intouch with them and put more stress in your life. When I sent some inquiries regarding my orders they will send you a ticket number all the time, its...
Beware, very bad service
I placed an online order on March 10th but got no order confirmation email but my Paypal account was debited. Next day rang, was told order did not go through they would refund money and to order again which I did over the phone, credit card debited same day. It is now 11 weeks since I placed that order, I have rung twice and got the runaround and emailed three times, the reply being we are looking into it and will get back to you. So, no goods, no refund, no communication, today I rang again to be hung up on after 15 minutes, same as other peo...ple. Luckily my first order was with PayPal and they swiftly refunded that money but the second order looks like a complete loss of my money. Very unhappy and won’t be dealing with this whole group of companies again.
Ordered hand sanitiser and wipes on line late March - they have taken my money and nothing received!
They are not returning replying to emails at all. Do not order from this company ! Will be reporting to fair trading !
Ordered hand sanitiser and wipes on line late March - they have taken my money and nothing received!
Questions & Answers
I have placed the order number in filled out form online but it keeps telling me I have wrong order number.
What am I doing wrong?
I understand that W.Lane will send an email when the order is dispatched. I am not finding that to be the case. Are any of you? Also, there seems to be a glitch with the website so that when I deleted my billing address it deleted all addresses (including delivery address) and reverted to an old delivery address. My email has been ignored and the phone never goes past Leave your number. Not acceptable.
Hi. Usually it was when I shopped with their partners. But my experience as I described in this review, left me skeptical about shopping at this time . If they had at least some kind of communication like responding to calls or email, my opinion might have been different.
Hi. My order was made 07/03/20. 5 emails without response as at 17/04/20.. I would never order from W Lane again.
I purchased 6 items on 31/3/2020 and have received one. Have sent email but no response. If they don't have staff working then shouldn't be taking orders. We may need to contact fair trading. I have now received another parcel with three more items. (26/4/2020) Hopefully other people's orders will eventually turn up.
Why has w lane just sent an email to customers advertising new products when I bought some of the items for less than half price last year. How stupid do they think their customers are?
ProductReview.com.au has affiliate partnerships. These do not influence our content moderation policies in any way, though ProductReview.com.au may earn commissions for products/services purchased via affiliate links.