James Lane Reviews 44

I picked up the Dane 3‑seater with chaise from James Lane Liverpool, and honestly, the whole experience was spot‑on. Moji looked after me from start to finish, super helpful, patient, and knew exactly what would suit my space. The sofa was exactly what I’d been hunting for for ages. Not bulky, super comfy for chilling, and it fits my warm, cozy living room like it was made for it.

I own quite a few pieces from James Lane now and honestly every single one has been such good quality. You can really feel the difference compared to other stores, everything just looks and feels a lot more elevated.

I recently added a few new pieces to our home and they’ve completely transformed the space especially our living room. The finishes and overall look are just beautiful and actually hold up with a busy home and kids around.

Delivery has always been smooth for me and everything arrives exactly as expected which I really appreciate.

Can’t wait to add more pieces from James Lane to my collection!

Great customer Service
Awesome products.
Quick delivery.
Very happy

I have many James Lane products and I love them all. The quality is fantastic (Marble Plinths, Vases, Artwork) and the comfort is perfect (for the sofas I’ve bought). The customer service is also great; I’ve actually bonded with one of the staff. It’s such a genuine business.

I bought a sofa and some marble furniture pieces and they are amazing quality! Ordered online and they were delivered the following week.

Loved my experience with James Lane. I have bought two sofas from them and both are great. Love that the delivery team assembled them in to the room and removed the rubbish, so easy!

I’m completely obsessed with my new Riley Muse Forest sofa, it has exceeded every expectation. It’s the perfect blend of style and comfort - beautifully aesthetic yet unbelievably cosy.

The product sold was clearly a returned item from another customer. This should never have been resold without proper inspection and disclosure. It is extremely concerning that such an item was delivered as new.

What made the situation more frustrating was that I had to prove the damage myself by sharing photographs, even though your system should already have recorded the product’s return history and condition.

Product was returned to warehouse on 14th February 2026. Despite this, I have still not received my refund.

The entire experience has been embarrassing and disappointing. From being sold a returned and damaged product to the effort required to resolve the issue and the ongoing delay in refund processing, this has significantly affected trust in your brand.

Our beside table arrived damaged and much to my disappointment JL refused to refund our money. They only did so when threatened with Consumer Law. Still, it took nearly 4 weeks for management to approve the refund. Their appalling customer care seems to reflect their poor-quality furniture. Won't be shopping there again.

I initially fell in love with the furniture when I visited the store while renovating our living space. Our house has two flights of stairs, and we were assured at the time of purchase that the items could be carried upstairs without issue.

On the day of delivery, however, the delivery team refused to carry the sideboard upstairs due to OHS concerns. This was frustrating, especially as the website only specifies concrete and marble dining tables as items that cannot be carried upstairs. The sideboard in question is made from plaster and MDF. I contacted the company to explain that customers should be clearly informed in advance if an item is too heavy for delivery teams to carry into the home.

To make matters worse, we were also told that our coffee table would not be ready until mid-February. As the order was placed in early January and we needed the other furniture, we agreed to have everything else delivered earlier at an additional cost. All items were delivered in early January and then, just one week later, I received an email saying the coffee table was ready for delivery. Mid-February is still weeks away.

Had I been correctly informed that the coffee table would be ready only a week later, I would have waited and had everything delivered together, avoiding the need to pay for delivery twice. The poor communication and lack of consideration have been incredibly disappointing.

Appalling customer service. I’m extremely disappointed.

Extremely disappointing experience with a wool boucle rug that will not stop shedding after a month.

It requires vacuuming every single day, and the amount of fibre coming off is ridiculous

What makes it worse is the customer service. After numerous emails, all I’ve received are generic, copy-and-paste responses saying this level of shedding is “normal” and that I need to wait three months before I can even make a claim. Honestly who has the time to live like this in their own home?

This rug is simply not fit for purpose, but they refuse to acknowledge that and hide behind their policy instead of listening to their customers. Once the rug is sold, they clearly don’t want to know about any issues that arise after you bring it home.

No accountability, no genuine support, and no interest in customer feedback.

Bad product and even worse customer service!!!
Warranty Request for Inv# 2048187

Following your last email, I contacted your customer service line and requested to speak with a manager. Tanya in your warranty department advised that someone would return my call. To date, I have received no follow-up.

I have since attempted to call multiple times during operating hours and have been unable to reach anyone other than voicemail. No return calls have been made. This lack of responsiveness only adds to my concern regarding how this matter is being handled.

I am again requesting:

Immediate reopening of this case

Escalation to a manager for independent review

Written confirmation of the manager’s name and direct contact details

A clear timeframe for resolution

If this matter is not addressed promptly, I will proceed with lodging a formal complaint with NSW Fair Trading under the Australian Consumer Law.

We will never purchase from this company again and strongly recommend others avoid them.

We were delivered a faulty bed - twice. After the first faulty delivery, we were assured the issue would be resolved, only for a second replacement to arrive in an equally unacceptable condition. This was not a minor issue; the slat clip securing the frame was damaged, making the bed structurally compromised. Even the delivery drivers commented on the poor condition of the product.

Because the company required access to our home for delivery and installation, we were forced to cut our holiday short to be present - only to be met with continued incompetence and poor quality control.

Customer service has been appalling. Requests to speak with management were ignored, communication was dismissive, and at times we were made to feel as though we were being unreasonable for expecting a product we paid for to arrive in proper condition.

Rather than taking responsibility, the company attempted to downplay the faults and suggested the bed was still usable, which is deeply concerning from a safety perspective.

If you value your time, money, and basic customer service, do not purchase from this company. We regret ever dealing with them and will be taking this further if the matter is not resolved appropriately.

And to make matters worse they are still arguing the fact that we agreed on a delivery date, yet not acknowledging how the delivery was yet again faulty. And not only that are ignoring the fact that there are damages and are continuing to down play!

Absolutely disappointed. The product quality is far below what you’d expect for the price - flimsy, poorly made, and clearly not built to last. On top of that, the customer service is some of the worst I’ve experienced: slow responses, no ownership, and zero interest in helping resolve issues. For the cost, you’d expect reliability and professionalism. Unfortunately, this company delivers neither. I wouldn’t recommend them.

A disgrace in their delivery process. Times arranged and then cancelled continually. I’m still waiting. Dont go there.

You couldnot get a worse company to deal with. Poor service, damaged goods and incorrect descriptions.
Steer clear.....

Dear James Lane Customer Service,
I am writing regarding my recent purchase of a coffee table from James Lane. The item arrived with significant damage, including a broken leg, cracking, and chipping throughout the timber. The condition of the table makes it unsafe, unusable, and not of acceptable quality. The chipped edges are sharp and pose a genuine risk to my children.
I was advised that this issue is not considered a major fault, but under the Australian Consumer Law (ACL), a major failure occurs when a product is unsafe, cannot be used for its intended purpose, or is in such poor condition that a reasonable consumer would never have purchased it had they known about the problem. The law also states that when a product has a major failure, the consumer—not the retailer—has the right to choose the remedy. This includes the right to a full refund.
The damage to this coffee table clearly qualifies as a major failure. A broken leg and severe cracking and chipping make the table completely unusable, and the safety risk alone falls within the ACL’s definition of a major failure. So under consumer law, I am fully entitled to request a full refund, and that is the remedy I am choosing.
I ask that James Lane review this warranty claim and refund request in line with your obligations under the ACL. If the matter is not resolved promptly, I will have to escalate the issue with Consumer Affairs Victoria.
I expect confirmation of my refund and arrangements for the return of the faulty item.

Regarding the options that were offered to me:
I appreciate that a replacement was offered, but I was told I would need to return the damaged item myself and at my own cost. Under the Australian Consumer Law, a business cannot require a customer to incur extra expenses, inconvenience, or effort to fix a problem that the customer did not cause. If a replacement were appropriate, collection of the faulty table and delivery of the new one should be organised by you at no cost to me. Expecting me to transport a large, damaged piece of furniture is not compliant with consumer law.
I was also offered a $250 partial refund if I kept the damaged table. Again, the ACL is clear that a partial refund is only an option if that is what the consumer chooses. I am not choosing that. The table has a major failure, and under the law I am entitled to a full refund. Since the table is unsafe and unusable, keeping it is simply not a reasonable or lawful remedy.

I also want to bring up a previous experience that has added to my frustration and stress as a customer.
A few weeks ago, I ordered two mirrors from your Maribyrnong store, only to receive a call from a staff member telling me that he made a mistake with the order and that I would need to wait another 5–6 weeks. I had already paid in full. I repeatedly called to check on the status, and every time I was told the delivery would be delayed another week, and eventually that the mirrors had to be re-ordered entirely.
This has left me without mirrors in my bathrooms in a brand-new home, where we have been getting ready and washing up with nothing on the walls for weeks. The ongoing delays, the lack of communication, and the fact that I paid in full yet received no product have caused significant stress and inconvenience. This experience, combined with the current situation with the damaged coffee table, has left me extremely disappointed with the level of customer service I have received.

For all of these reasons, and given your obligations under the Australian Consumer Law, my request for a full refund for the faulty coffee table stands.

If I could give zero stars I would.
Purchased a bed and paid for delivery, 6 week wait, no worries. Received an email saying the wait would be a little longer, no stress.
Approx 6.5 weeks later we received a text saying our item was coming the following Friday so we dismantled and sold our bed. James Lane then emailed saying their website had calculated freight incorrectly and if we wanted the bed it would be an extra $1020 (yes, one thousand), or a refund, which didn’t suit as we now had no bed, had missed the sales, and had waited over 6 weeks for this one.
Meanwhile their website continued to list $592 delivery, even when I told them this and asked where the $1220 figure had been pulled from. Finally agreed to pay the $592, as advertised still at the time on their website, and they said no and that it was $1020 extra. Disgusting.
The lady from a store (lovely) sounded shocked. Online lady said if she were in the same shoes she’d feel the same. The manager said something similar to they wouldn’t make money if they honoured the price - priorities hey.
Ended up paying as we need a bed.
Is it worth the $1220 delivery, no chance. Would we ever buy or recommend them? No way. Spend your money elsewhere.

Terrible customer service. I arranged for delivery date 2 weeks in advance. I had to email twice to get a window of delivery time between 7am-5pm the day before. Fine. I receive a call at 2.30pm the day of delivery saying they're cancelling the delivery today. A whole day I had to take off of work to wait for this delivery.
It was rescheduled for the next day and I was told between 11am-1pm.
It is now 2pm on the day of delivery and it still has not been delivered.

Terrible!! Spent $1800 on a lovely timber dining table… First attempt at delivering the table, the table top screw holes for the legs were in the wrong spots so the legs wouldn’t attach. Second attempt, a replacement leg arrived (and of course didn’t fit as the issue was the table top). Third attempt, new table top arrived with 3 large visible scratches in the middle. Fourth attempt, offered $200 refund (declined, doesn’t cover the repair cost). Fifth attempt, offered a full refund for returning the table (so basically James Lane clearly have no confidence they can actually supply a correct undamaged table). Lovely looking furniture and salesman in the store BUT it doesn’t result in James Lane actually providing what you pay for !!

I relocated to the mid north coast and found the area to be very limited as far as furniture choices. I am from the Newcastle area originally and found a bedroom furniture suite at, James Lane Kotara, that I loved. My problem was how to get it from Newcastle to my new home 4 hours away.
Between myself, James Lane and my fabulous removal company (Allied Raymond Terrace) we got the job done. I big thank you to everyone I cannot thank you enough.
I would definitely shop with James Lane and please ask for Catherine, she was outstanding ...