23 Customer Reviews
- Date
- Highest Rating
- Lowest Rating
Review from Lindsey G
1 star07/10/2024
From the beginning this has been a truly terrible experience. We have been waiting for a multiple thousand dollar refund for over two months and cant even get a response from multiple service reps. DO NOT BUT FROM HERE. We are getting our attorney involved because its been such a terrible experience.
One Kings Lane Response
07/15/2024
Thank you for sharing your concerns with us. We apologize for any frustration you experienced during the refund process. We strive to ensure a smooth and transparent transaction for all our customers, and we fell short in your case.
We want to confirm that your refund was processed on July 10, 2024. Depending on the policies of your credit card issuer, it may take several business days for the refund to reflect on your account. We regret any inconvenience caused by the delay and appreciate your patience in this matter.We have taken your feedback seriously and are currently reviewing our refund procedures to improve our systems and prevent such issues in the future. Our goal is to make every aspect of our customer service experience straightforward and satisfying.
Thank you for bringing this issue to our attention. Your feedback helps us do better.
Review from Christine M
1 star06/01/2024
I needed to change the type of delivery service. Their customer service representative wouldnt listen and wouldnt stop talking. He was so rude I hung up. I have bought many things from them in the past but never again. If you have a problem, they arent helpful at all. They just yell their rules at you. Never again. Good riddance.One Kings Lane Response
06/06/2024
I am deeply sorry to hear about your recent experience with our customer service. Your feedback is very important to us, and we sincerely apologize for the frustration and disappointment you have faced.
We take incidents like this very seriously, and I want to assure you that we are actively investigating the interaction you had with our call center. This behavior is not reflective of the standards we uphold at One Kings Lane, and we are committed to addressing this situation promptly. Your experience will be escalated to our leadership team to ensure that appropriate actions are taken.
At One Kings Lane, we strive to provide the highest level of service and care to our valued customers. It is our goal to make sure every interaction you have with us is a positive one. We are truly sorry for falling short in this instance.
Please let us know if there is anything we can do to address your immediate needs or if there are any further details you would like to share about your experience. We genuinely value your patronage and would appreciate the opportunity to make things right.
Thank you for bringing this to our attention. We are committed to learning from this and improving our service.Review from Derek J
1 star05/06/2024
I ordered a rug from OKL and when it didnt arrive on the expected delivery date I emailed and asked for an update. I didnt hear back after a couple of days so I wrote ANOTHER email. It went unanswered for another couple of days so I attempted one last email that also was unanswered. I contacted my cc company and declared a fraudulent charge. My cc account was credited within 2 days and I STILL havent heard from One Kings Lane. AVOID!!!!!One Kings Lane Response
05/23/2024
We are deeply sorry for the prolonged delay with getting a response to you regarding your order. We recently migrated to a new email platform, which unfortunately caused a backlog in our communications and led to delayed responses.
I understand how frustrating it must have been not to receive timely updates, especially after contacting us multiple times. We deeply regret the inconvenience this has caused you.
Upon reviewing your case, I see that we reached out to you on May 9th to address your inquiries. If your issue remains unresolved, please let us know immediately.
We value your business and are committed to improving our processes to ensure that such delays do not occur in the future.
If there is anything further we can assist you with, please do not hesitate to let us know.Review from AM K
1 star04/29/2024
I feel like I just lost $600. An order was placed on 2/2/24 for a patio umbrella. Estimated ship was March 6th-12th. I keep checking in online, and the update is that the latest ship date is not available. I finally made it passed the ** customer service, and the agent told me that vendor material delays would put the new ship date at June 5th. Based on how the conversation was going, I asked for a refund given that the umbrella was delayed at least 4 months. I was told that no refunds are available. I would not purchased from them again given my experience and the recent reviews. I did read that some reviewers were promised a refund, but they are still waiting. As of 4/29/24 they are now saying that no refunds are allowed. This company appears to be going under. I hope I'm wrong.One Kings Lane Response
05/16/2024
We are deeply sorry for the prolonged delay with your order. We recognize the frustration and inconvenience caused by such a significant wait and the lack of satisfactory updates. We are currently facing unexpected supply chain delays from our vendor, which have unfortunately impacted the timely delivery of your order.
We want to confirm that your refund was processed on May 2, 2024. Depending on the policies of your credit card issuer, it may take several business days for the refund to reflect on your account. We regret any inconvenience caused by the delay and appreciate your patience in this matter.
We truly appreciate your patience and understanding during this challenging time. Please do not hesitate to reach out to your customer service associate directly for any immediate concerns or further assistance you might need.
Thank you for your patience and understanding.Review from TD H
1 star04/26/2024
I feel like another one of the one kings fools after seeing all the negative reviews here.I placed an order in February. Only received a partial order, 2 of 5 items. 10 weeks later Im still waiting for the other 3 framed art reprints. There was nothing complicated about this order, just 5 framed art reprints. I repeatedly reach out to customer service who can provide no information on the 3 missing items or indication of when they may ship. After 10 weeks of trying to be patient, Ive given up and need to cancel my order for the 3 items that have never shipped. I am now being told they will NOT fully refund me for the cost of the items never shipped. That I now have to pay a 15% restock fee and shipping cost that they say total over $75.00! A restock fee and shipping for items they NEVER TOOK OUT OF STOCK OR SHIPPED!!! SERIOUSLY!!! I can see saying that for something I HAVE RECEIVED & now want to return, but NOT for something that after 10 weeks they cant give any reason or indication of when unprovided items might be shipped. THIS PLACE IS RUNNING A SCAM!!!They offer products that they do not physically possess. **************** is outsourced to non-english speaking reps who are clearly quoting from a pre-written script of vague lines and provide no details at all. I sincerely wish I'd read the reviews before ordering. Learned the hard way, but will now be pursuing a fraud charge through my bank as others have had to do. Will not be doing business with OKL again!!!One Kings Lane Response
05/02/2024
We are genuinely sorry to hear about the difficulties youve experienced with your order and the subsequent service issues. This is certainly not the standard we aim for at One Kings Lane, and we understand your frustration.
I want to assure you that we are taking your concerns very seriously. Following your feedback, one of our representatives has reached out to you today to confirm that a full refund for the undelivered items has been issued. Additionally, we have waived the restocking fee as it certainly would not apply in this situation. I apologize for any confusion we caused here.
We deeply regret any inconvenience this situation has caused and sincerely hope this resolution is a step toward regaining your trust. We value your feedback and are continuously working to improve our service quality. Please consider giving us another opportunity in the future to demonstrate the high standards we strive to meet.
Thank you for your understanding, and we hope to serve you better in the future.Review from Debi S
1 star04/10/2024
Like others have said, if 0 stars could be given thats what I would rate. After waiting past the back order date, I decided to cancel my order on 3/14. I just made my 4th customer service call about receiving my refund and again was told it would be 7-10 days just like all the other calls. This is unacceptable. I am now going to reach out to the BBB to see if they can help.One Kings Lane Response
05/01/2024
Thank you for sharing your concerns with us. We apologize for any frustration you experienced during the refund process. We strive to ensure a smooth and transparent transaction for all our customers, and we fell short in your case.
We want to confirm that your refund was processed on April 10, 2024. Depending on the policies of your credit card issuer, it may take several business days for the refund to reflect on your account. We regret any inconvenience caused by the delay and appreciate your patience in this matter.
We have taken your feedback seriously and are currently reviewing our refund procedures to improve our systems and prevent such issues in the future. Our goal is to make every aspect of our customer service experience straightforward and satisfying.
If you have not seen the refund by now, or if there is anything else we can assist you with, please contact us directly at ************** or ************************************ are here to ensure your concerns are fully addressed.
Thank you for bringing this issue to our attention. Your feedback helps us do better.Review from MICHAEL M
1 star04/08/2024
Another customer with refund trouble. After making me "prove" their catalogue description was incorrect (so as to avoid a restocking fee), they have slow-walked the refund, telling me each time that they were submitting the refund "immediately" but to wait for it appear on my paypal/credit card. The phone reps have been well prepared for this type of inquiry ('we have a system problem with refunds"), but there is no .resolution.I too would give zero stars.One Kings Lane Response
04/23/2024
Thank you for sharing your concerns with us. We apologize for any frustration you experienced during the refund process. We strive to ensure a smooth and transparent transaction for all our customers, and we fell short in your case.
We want to confirm that your refund was processed on April 10, 2024. Depending on the policies of your credit card issuer, it may take several business days for the refund to reflect on your account. We regret any inconvenience caused by the delay and appreciate your patience in this matter.
We have taken your feedback seriously and are currently reviewing our refund procedures to improve our systems and prevent such issues in the future. Our goal is to make every aspect of our customer service experience straightforward and satisfying.
If you have not seen the refund by now, or if there is anything else we can assist you with, please contact us directly at ************** or ************************************ are here to ensure your concerns are fully addressed.
Thank you for bringing this issue to our attention. Your feedback helps us do better.Review from Rochelle S
1 star04/03/2024
My order on Jan 1 has still not arrived on April 2. I have contacted the company numerous times for any update, they promise a new shipping date which comes and goes without any word from the company. Dont order from this company. Your order wont arrive and itll be a headache for you to sort it out.One Kings Lane Response
05/02/2024
We are deeply sorry for the prolonged delay with your order initially placed on January 1. We recognize the frustration and inconvenience caused by such a significant wait and the lack of satisfactory updates. We are currently facing unexpected supply chain delays from our vendor, which have unfortunately impacted the timely delivery of your order.
Please rest assured that we are in constant communication with the vendor to resolve this issue as swiftly as possible. It is our understanding that you are already in contact with one of our dedicated customer service associates, who is committed to keeping you informed with the latest updates until this matter is fully resolved.
We truly appreciate your patience and understanding during this challenging time. Please do not hesitate to reach out to your customer service associate directly for any immediate concerns or further assistance you might need.
Thank you for your patience and understanding.Review from Beth L
1 star03/29/2024
Like some of the others who have reviewed one Kings Lane, I would give them zero stars if it would let me. The worst customer service Ive ever experienced. It took them two months to get my order to me (this was not a special order or anything). It took me about a month to decide whether or not I wanted to keep them, but ultimately decided they didnt work with my house. (which side note, shame on me for taking so long to realize, but we were out of town a lot during that time. However, if they had not arrived two months late, I wouldve decided sooner because I wouldnt have been out of town when i was expecting them to arrive.) They barely let me return them because I was a week past the return policy. After a lot of infrequent communication with them back-and-forth, they finally allowed me to return them, but would only offer a partial refund and I had to pay for return shipping. Now they have still not given me my refund on my credit card, which should be about $500 even though they received my return over a month ago. The rare couple of times someone has responded to my customer service inquiries/messages, I think he just told me what I wanted to hear which was that I should see it the refund on my bank statement any day now. And obviously that has not happened. Extremely frustrating.One Kings Lane Response
05/03/2024
Thank you for sharing your experience with us. We sincerely apologize for the challenges and frustrations you've encountered with your order and the subsequent return process. We understand how disappointing it can be to wait an extended period for your order,and we're sorry for the impact this had on your decision-making timeline.
Regarding the return, we recognize that you were inconvenienced by the delay in receiving your order,which subsequently affected your ability to return the items within our usual policy timeframe. We appreciate your patience and understanding as we navigated the return process together. We always aim to provide clear and helpful communication, and we regret if this was not your experience.
Concerning the restocking fee, we apply this charge to cover the costs associated with the return and processing of non-damaged items. This policy is in place to help manage the expenses that arise from handling returns, ensuring that we can continue to offer quality service and products. We understand this can be frustrating, especially under the circumstances, and we are continuously evaluating our policies to better serve our customers.
Once again, we are genuinely sorry for any inconvenience this may have caused. We value your business and hope to have the opportunity to restore your faith in our company.Please do not hesitate to reach out directly if you have any more concerns or need further assistance.Review from Alexandra M
1 star02/12/2024
******* arrived wet. (There was heavy rain)I have moldy pillows that were expensive.They tell me they are non returnable.Onekingslane is a very unfair company.One Kings Lane Response
05/02/2024
Please accept our sincerest apologies for the unfortunate condition in which your pillows arrived. We understand the frustration of receiving damaged, expensive merchandise,especially under circumstances such as heavy rain that are beyond anyones control. As part of our commitment to customer satisfaction, we request photos of damaged items from our customers. This not only helps us better serve you but also allows us to file a claim with the carrier to prevent such incidents in the future.
We reached out to you requesting this information on February 12, 2024, and again on March 5, 2024.Unfortunately, we have not received any response to these communications. We are truly sorry that we have not been able to resolve this matter for you yet.Please reach out to us at ************** if there is anything more we can do or if theres a way to assist you further.
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