James Lane – Cashback, Rebates & Rewards

DON'T RISK YOUR MONEY POORLY TRAINED AND POORLY MANAGED and I suspect the culture is to withhold refunds. 11th May In Store At the time of ordering in store 2 significant errors were made. Since then I have been advised that my items due for end-July delivery will not be available until October. I am being given the run around on my refund. a) COMO 1.5 Sofa/Chair requested, invoice printed and item was 'slip chair' I queried this and indicated to the large sofa chair display and was assured that what it was called. When I got home I double checked on the website and, indeed, it was not called the 'slip chair'. I called the store and this was corrected and was available and delivered the following week (together with matching ottoman). b) COMO Armless Sofa x2 : staff asked me to run my card through for the deposit. When I looked at the invoice the deep version had been billed, not the standard version we had discussed. Advised a refund ($410) had to be processed by Head Office and could not be dealt with immediately. I was, however, in a position to transfer the deposit across my items but the paperwork was a bit messy for my liking. Correct item was invoiced/ordered and delivery for this special item confirmed as 8-10 weeks and clarified as end July early August. This delivery date was key to my decision to purchase this sofa. Mid July I rang the store for a better estimated delivery and they confirmed it was in dock and I would hear something soon. 19th July the store rang to say that they did not have enough stock for my delivery and it would be 14 weeks (October) before it was available. I reminded them I had had spoken with someone a week earlier who had confirmed it was in dock. The Store Manager managed to piece together my order items and confirmed said if I paid the balance today the stock would be assured and could be delivered Friday. (From previous order I had to remind her that they only deliver Saturday to my area). On Friday dispatch called to say there was no stock for me but was going to investigate further given my conversation with the store on Wednesday. Dispatch did not get back to me so on Monday 25th I requested a full refund ($3620) due to their inability to deliver the products in a timely manner. I was advised the someone from Head Office would call me by Wednesday for my card details. No call arrived so the following Monday (1/8) I rang Head Office who indicated that there had been no request to refund from the store. I then rang the store to find that the staff member 'forgotten' but he assured me someone from Head Office would call and I would have the refund on Friday. By Thursday no-one had called so I rang Head Office and left my refund details, I followed this with a call on Friday to see if it had been processed, the response was that 'it looked like it had gone' but would take a couple of days to show up. UNBELIEVABLY late Saturday afternoon I had a message from them asking for my card number!!! My call to them today was met with contempt and I again wait for someone to call me for my credit card details. PLEASE DO NOT SUPPORT THIS BUSINESS & ITS POOR PRACTISES. THERE ARE MANY OTHER OPTIONS WHERE STAFF ARE WELL TRAINED, NEW STAFF SUPERVISED AND HEAD OFFICE SYSTEMS IN PLACE TO RESOLVE ISSUES IN A TIMELY MANNER.