James Lane Reviews 

Customer service at the North Lakes store was very pleasant. Staff didn’t hover while we browsed and once we were ready, they were available. Super quick purchasing process and everything explained in great detail. When our furniture was delivered the tracking was fantastic and the guys very polite and friendly. Took great care with the boxes and made sure we had everything before they left. Would definitely purchase from James Lane again.

My chairs are perfect and good quality. Service was also good.

The staff were great. The product was great. The delivery guys were great.
My only suggestion is that they invest in a better tracking system for their deliveries. I left lunch early as the tracking told me it might be there anywhere between 9 minutes and 2 hours. It did not arrive for over an hour. At that stage, it would have been very clear that there was no chance it might arrive in 9 minutes. Otherwise, would definitely shop there in the future!!

I recently purchased the new Somerset Mattress in Balanced comfort from James Lane & Sleeping Giant. The mattress is so comfortable. They do offer a sleep satisfaction guarantee, but I won't be needing to use it.
Great pricing and Quick delivery too!

This was a challenging delivery due to 40 steps at the drop-off location. The drivers did an excellent job and handled it with care and professionalism. Thank you!

We are extremely disappointed with our experience with James Lane, particularly given that we have not even received our order yet.

Our concerns began on the day we first visited the store. We loved the lounge we were interested in purchasing, however the customer service was so uncomfortable that we left the store. We returned on three separate occasions because we genuinely wanted the product, but each time we felt unable to browse freely, with a staff member hovering over us and implying that we could not look around without their assistance. It made the shopping experience feel pressured and unpleasant.

It was only on our final visit that we received excellent customer service from a different staff member, which ultimately gave us the confidence to proceed with a significant purchase.

Unfortunately, the issues did not end there.

At the time of purchase, we were given the option of either delivery or collection, and we chose delivery. When it came time to make our final payment, we contacted the store and were advised that payment could not be processed over the phone and instead had to be made via a payment link. We informed the team that the payment link provided was broken and not functioning. We were then advised to make payment via bank transfer using the BSB and account details contained in the email we had received. However, those details were not included in the email.

After multiple attempts to resolve the issue, a new payment link was eventually sent and we were finally able to make payment.

To our frustration, our originally scheduled delivery date was then cancelled because payment had not been received, despite the fact that the delay was caused entirely by James Lane’s failure to provide a working payment method or accurate payment instructions.

We have since made payment in full, yet we are now being advised that our rescheduled delivery for this coming Saturday is still not guaranteed until payment is received. This is incredibly concerning given that payment has already been made.

The entire experience has been disorganised, frustrating, and stressful. We have invested a significant amount of money with James Lane and expected a much higher standard of customer service and communication. Instead, we have encountered poor service in-store, conflicting information regarding payment, delays that were not of our making, and ongoing uncertainty surrounding delivery.

We believe this experience warrants review.

My review is based on our in-store experience with Will from the Moore Park store. He was patient and informative, supporting us as we made some big decisions on a sofa, coffee table and console table. He gave great styling advice. He does his job very well, James Lane is lucky to have a great sales associate like Will! Thank you

Completely off-game with delivery timelines, comms and management.

I ordered a riley 5 seater couch approximately in first week of May or before and was given an ETA of 14th May.

It was end of May that I followed up as I heard crickets. When following up no ETA was provided and in fact when I asked why wasn't I informed if there was a delay and a part is still in transit from other warehouse to the current, they told me it was not in their policy!? ** what kind f customer service says that**

I was still told it would be arriving soon.

Now after another week of crickets following that, when contacting them again, I am now told the ETA is MID JULY !!! FFS! how can the management be this bad?

And they are saying its in transit from some supplier to their warehouse, while previously they said a missing part was just being delivered from their another local warehouse to this one.

They also have weird refund/cancellation policy that says 40% at least would be deducted before refunding if out of stock. They must know people are frustrated for sure and can't do much without loosing a hefty amount. I wish there was a way out at this point! so annoyed!

James lane do better, specially with the amount that you charge for furniture.

They were fantastic ! Nothing was too much trouble for the delivery guys - From the Logan James Lane store - Thank you !

We purchased a tub chair for our bedroom at James Lane @ Auburn Supa Centre. The gentleman who served us was most helpful in making our choice. We elected to pick up the chair in store and a young lady was most helpful in providing access for us as the lift was out of extremely helpful. When we got our chair home and put it together we were thrilled with the product.

Great service. Nice products.

The sales reps at Supa Centre were very informative and accommodating! We bought sofa there and it's the fluffiest sofa ever - we've tried other stores and honestly nothing compares.
Delivery was very quick and early.
Definitely recommended.

We bought a couch from Liverpool store, the sales person was very helpful & professional. We bought a couple of things & will definitely go back for more. The furniture is amazing quality, looks great, easy to assemble & very comfy! Reasonable price too.

Awesome service

Had the best experience shopping at your Burleigh store, Chris was very helpful ensuring all my questions were answered, checking delivery times, availability, quotes etc. Great customer service all round. Will definitely be back and have already raved to my family and friends.

The experience I had was nothing but the best. I had the nicest lady ever inn Ann help me. She was the greatest it was like talking to my mum. More than helpful and just really cool.

James Lane delivery time slot given late yesterday (day before) was 6am-8am exp arrival time IME this super early 6am time is unheard of. 7am onwards would be far more appropriate or at least ask us if this is suitable. The txt notifications were timely enough.
The $189 delivery fee is quite high & they didnt unpack items nor take the packaging away - not a good outcome. We had far superior recent delivery experiences from their major competitors.
The Box the large clock came in was badly damaged. We are hoping the clock works ok, it appears undamaged.
When unpacked, the Tallboy was missing the screws for the legs which were wrapped up & inside a drawer. So annoying & inconvenient that the screws were omitted from the packaging. Later when opening 1 of the drawers a rustle was heard & the screws had been taped inside the cavity of the frame & well behind the drawers. We may never have found them. Luckily i could fit my hand in between the drawers & grab the packet as i could not remove any of the drawers. Very poor show. James Lane should be insisting on some serious Quality Control with their products & an apology for the inconvenience.
Not a good experience 🙁

Great staff assistance at the Newstead store and at the pick up warehouse at Richlands.
Very comfortable chair.
Assembly instructions not easy to follow and assembly quite difficult. Assembly pack did not include the spring washes listed in the pack contents but these were easily obtained from Bunnings. Just a little frustrating.
Very happy with the Portofino Accent Chair.

Staff were very helpful, polite and welcoming