James Lane

I've rated down due to the quality of service I received. I originally received a couch with such a large cut in it that I'm surprised was even missed in the first place. I called up for a replacement couch, but the delivery driver's ended up bringing it to the wrong address as the phone operator used my billing address instead of my shipping address. I was able to get the couch in the end, but it did take longer than expected.

Was a bit difficult as I didn't receive an email telling me when I'd be able to pick up the item. I had to call customer service for this information and they said they'd call me back in 30 mins which was ideal as I was right near the store, but they called back an hour later and I had already driven back home (45mins away) so had to go back the next day and no instruction to pick up from dock, so went into store then was told to go to back dock. It all felt very unorganised. The lady at the back dock was very lovely and super helpful.

I was not contacted when the chairs arrived, I called to see if they had come in stock and was told they were there. When I picked up from the Altona VIC warehouse it was being packed up, no one told me it had moved to Tarneit so a lot of unnecessary travelling. I only chose to pick up as delivery was very expensive. I will be reluctant to order from James Lane again because of these factors, especially delivery costs even though the bar stools are great.

Customer service at the McGregor store is exceptional! Head Office is poor. Filed for a warranty claim a week ago and still no response.

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