ComplaintsforLane Home Furnishings
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
11/02/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
We bought a Lane ******** in ****, which had a lifetime warranty on the "black metal parts of the reclining mechanism". I still have the paperwork. The mechanism broke in September and needs to be replaced. I called Lane Home Furnishings and the furniture store where we purchased the recliner. I was told to call Guardsman for repairs, who looked at the recliner and told me the entire mechanism (black metal parts) needs to be replaced. Lane Home Furnishings told me they don't have parts, and I would have to look on Amazon or ***** I did that with no luck. I emailed Lane Home Furnishings about the lifetime warranty and was told by email "when HHG purchased Lane in 2012, they changed all warranties, including existing warranties, from lifetime to five years. When United purchased Lane in 2017, they honored the five year warranty". I understand having to pay for labor, but I think the parts should be covered by our original warranty. I wouldn't even mind paying for the parts, if I could find them. We bought a chair with a lifetime warranty, Lane was sold twice, warranties changed, and parts discontinued. My last email to them was on October 3 and went unanswered.Initial Complaint
09/03/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I purchased a couch and loveseat from a local business that once received has structural damage. ie: saggy leather and a cushion armrest that wasnt tacked down properly so its literally coming off of the couch. I contacted the business I purchased from and they have been in touch with Lane for warranty help. I reached back out to the business and they said they have tried contacting **** with no response. And suggested I try. So I did. **** has no customer service number to contact anyone. Only email. So I emailed. No response. I even went to ******** and messaged there. I was told In July that my contact information was given to the customer service manager and have yet to hear anything still. It has now been 10 month with not even so much as a phone call from lane to try and remedy the issue. I spent almost $2000 on this furniture and am sorely disappointed in the lack of care and concern on Lanes part. I have wanted replacement for the damaged/manufacture defected items. I now believe some monetary compensation is due to us. **** CANNOT be this busy that they cant take care of customer concerns and complaints regarding purchases.
*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
BBB Rating & Accreditation
This business is not BBB Accredited
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.