Lane Home Furnishings

Terrible service after Lane had my money. It has been over 8 weeks and I am still waiting for my bedroom set. They advised 4-6 and everytime I call them, they continue to extend. They also promise phone calls and do not follow through. Terrible customer service, avoid the headache and frustration!

The interior design team is great, no complaints there.
The delivery personnel are great, no complaints there.

Complaint is customer service following my cash going into Lane's pockets!

Once you order and give them your money, then it seems you are no longer very important to them. It is 6 months since we placed original order and we have still not received all of our order correctly.

Some issues we had:
- new chair delivered, w/o legs to set it up. Legs didn't appear until many weeks later. At which time it was noticed that chair was coming apart at seams (and we never sat in it as it had no legs).

- large mirror was showing as being in stock, and they just had to find it in warehouse. After 4 months of them looking and insisting it showed as in stock I got a refund as I figured if they couldn't find it in 4 months it was never going to be found.

- not all throw pillows delivered with original delivery. When remaining one was received, it was the incorrect item.

Now although these issues do not seem that significant, what was significant was the terrible customer service. Several times they stated they would followed up and get back to me, they did not. I had to keep contacting them. I went to the store and told them that I was very displeased with the service I had received, and asked them to let me know what they were prepared to do to make this customer happy. They didn't even suggest anything, they asked me what would make me happy....wow, they couldn't even put any effort into trying to propose something. The lady I spoke with even stated that they would have to look at how much a discount they already gave me to see if there was anything they could do....really??? So even though they acknowledge I received poor service, they could only make it right if they maintained a profit margin. I have still not had a response to this request, and am tired of dealing with them, and do not expect a response.

That pretty much sums up how focused they are on the service side....not a priority to them. And 6 months later my order is still not 100% fulfilled. But they had 100% of my money when they placed the order!! You take your chances dealing with this company......good luck!

Stay far far away from this store - unless you want your hard earned money to go to waste. We just lost $2500.00 Lane does not stand behind their products at all. Two tables delivered - two tables that didn't work - first one the rails wouldn't even allow the table to close. Delivery guys left it here and said someone would be by to fix it. Repairman came - it couldn't be fixed, so they needed to have a new one brought out (after 2 months of waiting) The second table delivered needed two guys to give themselves hernias to get it closed. Finally slammed it closed - said here's your table. Said they wouldn't get paid for delivery unless I signed the bill. I said you wouldn't accept this product in your home, yet you want me to sign? Their response - we don't get paid unless you sign. I wouldn't sign it as it is defective - delivery guy called head office they said leave the table, we don't need their signature the charge is already through on their visa. To be clear - the product on their showroom floor worked like a dream, was defective of any wood worm holes and was not even close to the product that was delivered.

I like to share a bad experience I had at Lane Home Furnishing. We ordered 2 sets of bedroom furniture total of more than $8200. We chose Lane because of the discounts we got. However, when they delivered, the order was wrong, they gave us a smaller side table. Beware at Lane when you get a discount on what you think you ordered and what is delivered. One of the sales person misled us and avoided calling us to resolve it. We are very disappointed.

I put a deposit on a table and chairs in January with an approximate delivery date in March. The product was delivered in August. The company didn't call me, I called them to find out that the delivery date would be pushed back further and further. The manager wouldn't talk to me because, according to the customer service rep, he doesn't talk to customers. No mention of compensation, no mention of changing the product, nothing. I encourage you to spend your money elsewhere. Support a company that provides some semblance of customer service.

We bought a bedroom set that is so beautiful that any guests we have over want to know where we got it. When we bought it the lady that helped us knew about the woods and the all the sizes and totally helped us with layouts of our space to make this fit and to help us visualize it in our home.

We would totally recommend this store. Sometimes it is important to put out a good review of stores as there are many more people who have positive experiences than negative, but don't let others know.

After much searching we decided to buy from Lane because of their selection and price. We picked out fabric for our couch and chair while at the store. Within a week we were called and they said one of our fabric choices was no longer in stock and that we would have to choose again. So out we went from North Van to Coquitlam with our 7 month old daughter to pick out fabrics. AGAIN they called with a problem with our fabric. I complained to the manager and went to the store the 3rd time. They presented us with a small token gift (approx less than $50 value) and ensured us there would be no more problems. By the time the furniture was ordered it was 3 weeks after our original selection.

Furniture was delivered approx 8 weeks later. They made the couch in the WRONG fabric. I immediately called and they tried to convince me that I was wrong. Finally they admitted the mistake and ordered the correct couch that arrived 6 weeks later. When they delivered the second couch the delivery guys scratched my walls and dented my doorway. I was so done dealing with Lane that I couldn't handle calling them again.

No recomendation from me!

We ordered our furniture at the end of July 2007. We were promised delivery in 3-5 weeks. After 7 weeks, we followed up MANY times with no phone call back. We received our furniture in November and it was imperfect. A repairman was sent out and nothing was done to repair it. After MANY more phone calls, it is end of Feb 2008 and we still do not have our furniture repaired. We will not buy from Lane again.

Company offers decorator service but would not come as far as Abbotsford from Coquitlam location (35 min. drive on Hwy 11). In the retail store, staff was helpful, offering suggestions and alternate fabrics.