James Lane

Regretfully, an extremely frustrating and time-wasting experience with James Lane. Faulty product, slow to rectify, and largely terrible customer service.nnWe ordered a timber bed for our 3-year-old. The week it was supposed to be available to pick up, I heard nothing. Phoned, to be advised the product was delayed. Frustrating to have to be the one to call to find this out.nnWhen we eventually got the item (after 2-3 months) there were no screws in the box to assemble. You’re kidding! We copped that one as my son was eager for his bed. Came home with screws we purchased only to find a chunk of wood missing from the end panel (not in box).nnPhoned James Lane, spoke to very unsympathetic staff manner who told me I needed to email photos. Eventually managed to organise new item on back order. We had originally hired a ute to pick up the bed; I advised they would need to deliver the replacement this time. Initially they said no because we didn’t pay for original delivery!! Had to speak to a couple more people to ensure we would not be required to pick up the new bed at our expense.nnWe were givin a date for delivery. Was told we would be contacted the day prior by the delivery company to confirm time. Had not heard anything by 4pm so phoned James Lane, to be told item is still on back order! Was passed around to more people. Advised we wanted a refund. Was phoned by head office - told me she would call in the morning - she didn’t. Cue more phone chasing over a few days.nnEventually got money back - after an extraordinarily frustrating experience and countless hours wasted.nnClearly some issues with organisation and communication at this company.

Friendly staff and helpful with product choices.