One Kings Lane has a rating of 1.5 stars from 371 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers complaining about One Kings Lane most frequently mention customer service, white glove, and credit card problems. One Kings Lane ranks 731st among Furniture sites.
I don't usually post reviews. Felt compelled to do so today thanks to the excellent customer service from this company. I returned an item months ago but never received a credit. Suddenly remembered today and called them. The customer service rep (Terence) was very apologetic and promptly processed my request for refund. Keep up the good work One Kings Lane!
I ordered a bed from them for a client project. It came in irreparably damaged and they refused to refund or replace despite photos of it in the box because it was more than 30 days. They didn't even bother to respond to my submission to their customer service department and I had to call to get them to tell me "tough luck" Order number 767750
Worst customer service I've ever experienced. Our table was supposed to be delivered on March 7. That was already SLOOOOOW, but okay. Three weeks is not intolerable, though it's slow. It's March 18still no table, no call from One King's Lane, no attempt at customer care whatsoever. We are told the table will be here on the 19th. This is the third revision. To be clear, the saga began before the corona virus outbreak. The slow delivery is unrelated to thatthough it may be exacerbated by it, understandably. But it's not the cause, and it's certainly not to blame for the ZERO CUSTOMER SERVICE they offer. We will never order from them again. Be preemptive: do the same. Save yourself a headache. Don't buy from One King's Lane. They suck.
DO NOT ORDER FROM ONE KINGS LANE. By far the worst, most unprofessional furniture store I've ever dealt with. Two months ago I ordered a console table which took them forever to ship and then it was the wrong color. When I returned the table, OKL said they did not have the table in the correct color and that I would have to order another item. After finding a replacement item on their site, I ordered a 2nd console table with white glove delivery service. What a joke! They confirmed a delivery date and the day before said delivery date, they called to cancel. Two weeks pass and still no table and no updated delivery. After numerous emails with OKL customer service they inform me that the table is lost and it will take another 4 to 6 weeks to locate one. During this entire time my credit card has already been charged. Bottom line: The table was never located, I had to twist someone's arm for a refund and you should never never never order from One Kings Lane.
I ordered a nightstand. The legs of the nightstand are not flush with the rest of the piece -- if I run my finger around the leg I can feel the pieces of wood (glued/stuck together) to assemble this nightstand. Furthermore, OKL does not inspect it's furniture. One of the legs is also cracked. For the amount that I paid you would think that I am buying a quality piece of furniture -- x
I also ordered a rug from OKL. The ends of the rug perpetually roll up (don't roll flat). Again, another piece of junk.
Do buy from this group. You don't know what you're getting. If they don't provide the brand of the furniture, don't take the risk.
PS To add insult to injury: their shipping fees are outrageous and they're shipping junk to your doorstop.
Hello Erin, We see that our Customer Care team is working with you on this order. Should you have any additional questions, please contact customerassistance@onekingslane.com.
To say they have the worst customer service I have ever experienced would be an understatement. They have admitted both verbally and in writing their responsibility for the shipping error, they have agreed to pay to correct same. However I have yet to see any of it. They went so far to offer an 800.00 credit for a 5,000.00 table. In total my experience with them has cost me over 12,000.00 to say I'm unimpressed would be an understatement. Again - avoid any and all transactions with this company unless you have the name of a good Attorney. 3.5 months later I finally have my Table... yes one Kings Lane did pay for the shipping of the replacement table but not customs or duties (after much ado) they did however lay blame on the shipping company I used to pull their product out of the US for not noticing their (as in One Kings Lanes) mistake in the first place. I am now stuck with a useless pedestal which they want back but wont pay for it's return. Like they said to me "sorry I don't ship international". I stand by my original comments and advise people to think twice before dealing with this company. You can find all the products they sell elsewhere they are nothing more than a middle man. AVOID the headaches and shop elsewhere
Hello AK, We see that our Customer Care team is working with you on this issue. Should you wish to speak with someone further, please contact customerassistance@onekingslane.com
I ordered dining room chairs and found much less expensive ones a couple of days later. I called to cancel the order two days after placing the order. The customer service rep said THEY DON'T TAKE CANCELLATIONS! I read them their own policy which is 30 days within receipt for a return and the rep kept telling me there was some other part of the website that said otherwise. They are hiring very aggressive men to push their products.
I ordered a sofa on Nov 28. I was told it would be delivered between Jan 5-11. On Jan 10 I called to find out where it was. They told me the ship date was changed to Jan11-17. Hello? Could someone have at least sent me an email? Then they told me they would call me right back. They never did. I called back the next day to find out a shipping date. They said the vendor hadnt gotten back to them yet and they would get back to me. They never did. Called again on Jan 17 and they said the vendor said it was shipping next week and they would get back to me on exact shipping date but that now it would take approximately another 3 weeks to get once it shipped! Another day and still no answer. NEVER BUY FROM THIS SCAM OF A COMPANY!
Dear Jan,
We are very sorry to hear about this poor experience. I would be happy to look into this. Please reach out to customerassistance@onekingslane.com and in the subject line, please put attention to Brittany.
They could likely saddle up a donkey with your order and have it arrive sooner than their shipping. This company's shipping policies and service is unbelievably SLOW!
Doing renovations on two sites -ordered tens of thousands of dollars worth of product. The only skill this company has is charging the credit cards. THE WORST CUSTOMER SERVICE I'VE EVER COME ACROSS. From any vendor, no less a seller of high-priced items... no response to emails, unfriendly and downright condescending treatment by customer service.
Stay far far FAR away...
We're sorry that you're disappointed with the interaction you have had with our Customer Care Department. We would love to make this right - please reach out to cfloyd@onekingslane.com. Please provide your email address, order number, or case number so we can research this further.
I purchased a media cabinet in 2018, out of nowhere the plastic coating is peeling and cracking - I had no idea is was plastic to begin with, no way to repair and they do not care to offer any guidance, "sorry you purchased such an expensive cabinet from us... stinks to be you" DO NOT BE FOOLED - HIGH PRICES ARE NOT HIGH QUALITY
Thank you so much for taking the time to write this review. I do apologize our team did not offer any guidance on how to proceed with a repair. It looks like your cabinet has a veneer surface. This type of surface can be fixed by using a professional service such as Furniture Medic (furnituremedic.com), or possibly using a wax repair crayons. You can typically find wax crayons at any big box store or online. This type of surface can separate from heat, humidity, or water spills that were not immediately wiped up.
Omg I wish I would have read this... I called and asked customer service if I could pay expedited shipping in order to receive by Christmas they have me a flat out NO! I needed this item for my toddler who's twin is get tithe same item we already bought in a store. This item could have easily been shipped even one day early I would have received it prior to the fat mans arrival. It's now the 29th and I STILL don't have my item! I ordered it on the 19th shipped on the 23rd. My package was sitting in the FedEx terminal for 5 days during the holiday?!?!?!?!?!? I would love to return the item but of course... It's FINAL SALE!
Tip for consumers:
DO NOT BUY FROM THIS SITE!!!!!!!
Hello Gail, Our apologies for the inconvenience. Our Customer Care team would like to look into this for you, please reach out to them directly at customerassistance@onekingslane.com.
I think even 1 star is generous to review the outrageously bad Customer Experience I've received from One Kings Lane on my last order. I placed an order in November 2023 and after their carrier "was unable to reach me" to schedule white glove delivery (which, of course, I paid for thinking it would actually BE "white glove" as stated), they never delivered the item. Finally, when I called their One Kings Lane - awful - customer service (not the carrier) to actually schedule my item to be delivered and agreed on a date, I received a call from their carrier on the same day of delivery to tell me the item was damaged and they had to re-request it to the supplier/One Kings Lane and would not be able to deliver it until of January 2024. We are currently end of January and I have not heard back from them, so I called today and the response was that now their item is "out of stock" so they have issued a full refund to my FOP. They did not even offer a 10% discount to admit how sloppy and offensive this whole process has been as Customer Service. So, with my full refund, I will take my business somewhere else. I think these people should not be in business at all, so I hope they get what they deserve.
Tip for consumers:
They are SO bad! Do not order from them.
Products used:
Furniture
Hello Sole. I sincerely apologize for the extremely disappointing experience you encountered with your recent order. I want to assure you that this falls well below our standards, and we deeply regret any inconvenience this may have caused. Your feedback is invaluable, and I will be escalating this issue internally to investigate and address the root causes to prevent such occurrences in the future. Thank you for bringing this to our attention, and I truly hope you consider giving us another chance in the future. If there is anything else I can do to assist you, please feel free to reach out. Adria G.
I purchased a side table for my guest bedroom over the holidays. The table looked well designed, however, I had a change of mind before One Kings Lane delivered the item.
I called customer service to see if the item delivery could be cancelled (I hadn't even received it yet). And they wanted to charge a $250 return shipping fee + $50 restocking fee. So a total of $300 in fees on an item that was $350.
I even offered to ship the item back myself (i get discounted rates on shipping due to my business) on my own dime and they said that wasn't within their "polilcy". Even after the rep spoke to her manager they said they couldn't waive any fees (even the $50 restocking fee).
This is literally the worst shopping experience I've ever had online. I hope Onekingslane goes bankrupt. They treat their customers like utter garbage.
Hello Jason, because we work so closely with different manufacturers, our ultimate goal is to ensure we can deliver a quality product to you in a timely manner. Due to this we were unable to cancel your order for the table. We offer our sincerest apologies for any frustration this may cause.
I ordered a pan from One Kings Lane. It was the wrong size - my fault.
But really to charge a 25% restocking fee? Poor service and a complete rip-off in my opinion.
Tip for consumers:
Don’t purchase from One Kings Lane unless you are absolutely sure you want the item.
Products used:
None
Don't honor price changes one day after receiving it. I will not ever shop there again. Customer service is rude but I already see that there ratings are bad. Wish I'd seen that before I ordered
I ordered a Nest jasper necklace. For some reason the necklace measures 14 inches. This was marked on the site but I did not realize exactly how small that is. There are no pictures showing it on a person or saying it is a choker. It is so small it is too tight even for a choker! It could fit a child! I do not have an unusually large neck. I looked online to see how to do a return and the website says they charge re-stocking fees! 35%! Who does that?! I emailed customer service on their site, it said I would receive a response within 48 hours -that was seven days ago and still haven't heard from them, called today had trouble getting through kept getting hung up on, then "Mario" said he would see what he could do and call me back, he never did. Then I got an email saying if I wanted store credit I could get my money back but if the original form of payment was credited I would lose 35% restocking fee and pay return shipping. Did I mention they charged me $16.95 to ship the necklace? They do not include return labels in the order so you have to request a shipping label -another delay of days. I included a note saying I definitely wanted a gift card/store credit so I would get all my money back. They refused to honor that and refunded my credit card deducting the restocking fee, against my expressed wishes. For a $163.29 necklace I only was refunded $123.84. I asked them to honor my request, they said no too bad. They have been one of the worst online shopping experiences I have ever had. I will never order from them again! BEWARE!
Dear Eileen,
I am very sorry to hear that you're disappointed with the interaction you have had with our Customer Care Department. I would be more than happy to address these issues with you! Could you please reach out to customerassistance@onekingslane.com and provide your email address, order number, or case number so I can research this further. In the subject line, please put attention to Brittany.
A few months ago I saw a Chinese Chippendale style armchair that I thought looked familiar. OKL was selling a pair for $1199 ($1485 original price). I found the EXACT same chairs, EXACT, same color choices, at Gumps for $699 for a pair. They are so overpriced. They were selling a set of vintage glassware for $110, you can get the same thing on ebay for $12.
Hello Chris, We apologize for any inconveniences this may have caused you. Our Customer Care team would love to make this right - they can be reached at customerassistance@onekingslane.com.
When I ordered things that were no longer available, they did whatever they could to make it right and/or find me the merchandise. I don't order often, but when I do, I've never been disappointed.
Hello Suzy, We're so happy to hear from you. Thank you for sharing your kind words!
I ordered my couch in April and still do not have my couch, I have followed up weekly to find the date continues to change. When I ask to speak to a manager nobody ever calls me back, I finally talked with the rudest manager ever and he was not willing to provide a discount or help me speak with someone who could help us. He would not provide a name or number. AWFUL experience will never buy from OKL aagin
Hi Lauren,
Our sincerest apologies for the inconvenience and delay of your sofa. After submitting your order to the vendor and persistent follow up, we found out that due to materials and supply chain resources your sofa was delayed. We are glad to see that the sofa is in transit to you currently and through email, our team has been ready to follow up with answers to your questions.
Also, thank you for your feedback in regards to our manager you spoke with. We have listened to the call and while we believe the manager was working in good faith to help with the best outcome but we will take your feedback and have a conversation about tone and empathy. We apologize that our manager could not offer another discount on top of the one already received for the late order.
We see that he is also working with the carrier to escalate your shipment as well to ensure full visibility. Please note that the delivery company will give you a time window 24 hours prior to your delivery date. I also see that you've signed up for emails regarding tracking status on 08/22 with the email on file. We've gone ahead and resent that to ensure it's at the top of your inbox. Please note that unfortunately, we are unable to provide personal information about company employee's other than their first name out of an abundance of safety and caution.
We will continue to look into your order and move forward with delivery.
I wish I had done more due diligence before spending $1,812.63.
I purchased the julien tufted ottoman in "midnight" velvet for $398.
What got delivered was the ottoman in "pistachio" color.
When I called to tell them I received it in the wrong color, they refused to send me the ottoman in the correct color for the price I paid. They wanted to charge me $1194. 50 FOR THE SAME EXACT OTTOMAN. They hide behind a "policy" that they can't honor my original order because it was a "warehouse" item.
In addition, the item was packed poorly for an item that normally costs $1200.
Future buyers should beware, the rep told me that they recently instituted (as of Oct 1,2018) that you won't be able to cancel any orders - and based on other bad reviews, it's difficult to return items as well.
Save yourselves a lot of money and buy from other online retailers that are more savvy than OKL.
I'd give them zero starts if I could. I'd be surprised if these guys stay in business. I certainly won't be recommending them or purchasing from them and I advise everyone do the same!
Ordered a necklace from them. Didn't notice that it said final sale. Necklace took forever to arrive and is so cheaply made and gaudy that I will never wear it. Buy at your peril.
Hello Linda, We are so sorry for the disappointing experience. Please know misrepresentation will always be an exception to our return policies. Should you wish to speak with someone from our Customer Care team, please contact customerassistance@onekingslane.com. We look forward to hearing from you.
I love One Kings Lane! They are very Helpful and wonderful to deal with. People should pay attention when ordering, they give you all the neccessary information on the sale page- INCLUDING Delivery TIMEFRAME!
I rarely write reviews, but this has been above and beyond. I had order two pictures and had to wait to receive them. When they finally showed up both were damaged on all four sides from the way that they were packed. First, the customer service number of the packing slip was not in service. After using the number from their website, I was connected to a customer service representative. It has been downhill ever since. There has not been one interaction that I have not had to follow up with them on. When I finally got them to actually send me the return shipping label (BTW they sent me two rather than the one I asked for), I was told that as soon as the package was received by FedEx they would process the refund. A week later and I am calling yet again... 4 calls and 5 emails later they confirmed that yes, they received the package back two days ago and since I called, they will now process the refund that they owe me. However, it will be another 3-5 days! Do not waste your time with these guys!
DO NOT DO BUSINESS! TERRIBLE CUSTOMER SERVICE? HELD MY MONEY $2000. 00+ FOR OVER ONE MONTH! Ordered 2 antique chairs in February. Delivery was to be March. Contacted customer service multiple times to be given the run around by incompetent customer service reps. Each gave a different reason why they couldn't find my order, which stated as shipped but I was not in possession... this is now April. Was told I would receive partial refund, have not. Was told I was absolutely justified in my frustration, then was sent yet another prefab email stating that they would deactivate my account due to what they considered an inappropriate conversation with a sales rep. This company receives an F-. WILL NEVER DO BUSINESS AGAIN
Do not ever order so much as a paper clip from these frauds. I ordered a carpet now two and a half weeks ago. Realizing the next day I ordered the wrong size I called and ordered the correct size and asked to cancel the earlier order. I also pointed out I tried to use the discount code on the website for 25% off, but could not get the code to apply when placing the order. I was promised the cancellation and discount would be taken care of pending management approval within 3-5 days and I would be notified by email. After the 5 days passed and hearing nothing I again called customer service to be told approval was still pending and the order cancellation still had to be acknowledged by the carpet vendor, and to check back the next day. Upon doing so, calling the number that has a Manhattan area code, I was informed the customer service staff were actually all located in Mexico City! And, the rep I first spoke with sometimes doesn't follow through on things, at which I said I felt as though he lied to me. The rep then said, ‘Well, it takes one to know one.' Can't make this up. It's now been nearly three weeks since this began and I'm no closer to resolution than at the beginning. Never never never order anything from these fraudulent scumbags.
I ordered a dresser for my daughter. We paid for white glove delivery (there was no other choice). It was almost comically badly botched. The original delivery arrived without warning to the wrong address, despite a confirmation call the day before. It was supposed to go directly to the correct address, but never arrived - my daughter took off the day from work for the delivery. This was last week. It took days and phone calls to numerous agents (you cannot get the same person) to track the item down. They took off the delivery fee. It was confirmed to arrive yesterday - in a four hour window. My husband and I took time off work to take shifts waiting - it never arrived. An hour after the end of the window it arrived - and the delivery man refused to take it to the second floor, as it was no longer white glove! He also left the packaging including all the little white styrofoam she will be cleaning up for months I spoke to many many different customer service representatives and never got anywhere. Do not order from one Kings Lane
Hello Tara, we see that a Customer Care Manager has been in touch about this experience. Should you have any further questions, comments or concerns, please feel free to contact our team at customerassistance@onekingslane.com.
One Kings Lane's luxury furniture and home decor, along with its expert design services, make it easy for you to live your style and create a home you'll love.
Sorry to hear you had a bad experience! Please send an email to sschaffer@onekingslane.com with your order number and information and we will make this right!