One Kings Lane Reviews

They don't answer emails, call center can't do simple requests. I want to cancel my order but can't.

PSA: DO NOT PURCHASE FROM OKL. THIS COMPANY COMMITS FRAUD AND HAS NO REGARD FOR THE CUSTOMER EXPERIENCE . Timeline: 1/31 I ordered a couch and other items with my AmEx....5/19 I called to inquire about the status of the couch and another items that had never been received and was told the order had been cancelled (when I asked why I had never been informed the rep said he didn’t know and when I asked to speak with a manager, the rep said he couldn’t find one). On 5/27, 4 months after I placed the order, I found 2 charges (made that day) to my Visa Debit card- a card used on a purchase 10 months prior and was not authorized for their use. I spent over an hour on the phone, with a Manager this time, who told me the unauthorized charges were due to a new system implementation. When I asked to speak this gentleman’s superior, he said he didn’t have one, that he was the only one who could “help” me. Obviously I will never again order from OKL or any of its affiliates, but in the meantime I have spent hours on the phone to ensure this gets corrected and reset all of my automatic payment accounts. And, I now have to wait another 3-4 months for Furniture planned for in January.

It takes more than 30 minutes to get a hold of someone, when you ask for a callback they never call you back, and when you finally are able to speak to someone they just tell you that someone will get back to you in 2 days and no one does, so you have to call and start the process again, and every time you call they tell you something different. In my particular case I spoke with this agent named Carlos, and he told me he was going to get back to me ASAP but never heard from him again, he also told me that my order was being canceled, and when I spoke with another agent he informed me that the order shipped the day I spoke with Carlos, so basically he was just lying to get me off the phone. Please don't ever make the mistake of buying anything from ONE KINGS LANE and just buy from a company that has people who actually understand English working for them!

I placed my third order with OKL on January 31,2021 for three items including a couch which was supposed to be delivered between May 8 and 18. One of the items arrived a week after the order placed (great). Another item was never delivered and despite multiple calls to the company for a replacement or refund, I never received either. This was despite the fact that customer service reps told me my issue had been escalated to management and I would receive an email or call from a manager - neither ever happened. Now for the icing on top: on May 19 the aforementioned couch had still not arrived so I called to inquire as to its status. I was told by a disinterested, rude representative that my couch order had been cancelled when I asked why, he advised it was due to inventory shortage. I asked why I hadn't been advised of this and he couldn't answer that either. Yesterday, on May 27, I logged in to my checking account and found a charge from OKL for $2500 - for the couch. And, to add to this ualready disgraceful customer experience, the account on which the charge was placed is NOT the card I provided for the order, it was one I had used in May of 2020. Naturally, I reported this as fraud to the bank and the debit be reversed, but in the meantime, I have to change all of my automatic debits and memberships to a new account number which will require a significant amount of time. THIS COMPANY WILL COMMIT FRAUD - DO NOT WORK WITH THEM.

If I could give no stars I would. I bought a bed for almost 3k that was delivered damaged and dirty. After almost 2 months of being told something different by customers service and emails they are picking the best up and giving a refund but no replacement. I will have to reorder. It took 6 months for this to arrive! They offered 15% refund if I would fix it myself. They have lied on several occasions. Never order from them!

I order furniture online for years. I just found OKL and the entire experience has been stressful and disheartening. I now have multiple charges for items I tried to cancel of over $5000 and my husband just lost his job and we're forced to sell the home we've been in only five months. They are heartless and uncommunicative and just refuse to resolve issues. The customer rep today was talking over me as I tried to explain and he was so rude. I kept asking him to wait so I could explain and he literally yelled over me and kept talking. Sad experience... I had to finally call my credit card company to file disputes. No way to do business and succeed.

Never order anything from this company if you want to avoid an absolute nightmare. The shipping company they use, Metro, is as bad if not worse than OKL. Deliveries to our home on three separate occasions resulted in damaged property each time. We’ve had broken tree limbs from their trucks hitting them, sprinkler heads driven over which had to be replaced, driveway markers run over. The last incident was Metro driving through our yard creating a one foot deep rut 25’ long. Contacting OKL customer service is a complete waste of time. They do not care, call back when they say they will, or provide any type of assistance or relief whatsoever. Avoid this company at all costs. There are much better options out there. And based on other reviews, they shouldn’t be around long.

Received a damaged chair... cracked right down one of the wooden legs and it's been over 2 months and I have not received a replacement. This set of chairs is $800-$1000 and I have a broken one. I called multiple days in a row and they kept saying they couldn't help me, Carlos who created my replacement order had to, and that he would call me back. Has he ever called me back? No. Have I gotten a replacement chair? No. Refund? No. How is this business surviving? Will never buy from here again.

I am furnishing a condo and purchased numerous items from One Kings Lane. I should have read the reviews in advance. It has been one disaster after another- discount codes not credited, extremely fluid delivery dates that bear no reality to the date they committed to. Terrible customer service. I have literally spent over an hour every day the past few weeks trying to chase down the status of my orders via email, telephone. Customer service reps are rude and do not follow up.
I did some research and they were spun off from Bed, Bath and Beyond last year and now are owned by a private equity tech company that I believe is called CSG Management in Indianapolis.
I am planning to follow up with the attorney general in Indiana. I have also hired a lawyer to help ensure I can cancel all of the items they have not delivered.
I have never had an experience like this.

I used to love this place and their customer service but something has clearly changed. Their items often come late and damaged. If you attempt to contact their customer service team, they are rude, condescending and most concerning, not helpful AT ALL. I have been routinely dismissed after an item did not show up for months. I used to be such a loyal customer investing a ton of money in their goods. Very sadly, it's no longer worth it. I will not be returning.

I purchased a throw from this company, they were running a "promotion" of 25% off any one item. I put the code into the box, it accepted the code (didn't give me any error) but the discount didn't come off the total. I purchased the item thinking that I could just send them an email and they would "adjust" my total, WRONG, I got a big long email telling me oh, that promotion didn't apply at that time and a million other excuses. She said she would talk to her manager, never heard another word and to return it they wanted to charge me a 25% restocking fee?? WHO does that, NOBODY....be VERY careful using this SCAM company, they are underhanded and should not be in business!

I wish I could give this store a negative star rating. I purchased a high end chaise lounge online. Apparently all of their brick and mortar stores are closed now.
They have the WORST customer service ever.
According to the an online search, they are owned by parent company Bed, Bath and Beyond.
I tried to change my order, which they agreed to upon approval of the manufacturer. They told me the manufacturer approved the change, but then gave me this long story about how I had to place a new order online before they could cancel the old order. I was ordering the same product with a different arm rest. Then I was told that the first order (which I didn't want) had already shipped.
Net, net, they messed up and didn't follow through in a timely manner. I spent day after day calling and emailing them. You get a different customer service person each time and they rush you off the phone and don't follow through. They rarely respond to email correspondence. If they do, it is days if not weeks later. They refuse to connect you to a supervisor. It was a disaster. I spent hours dealing with it.
I finally had to contact customer service of the manufacturer of the chaise lounge directly, who was delightful, promptly responded and helped me sort out the problem with One King's Lane.
Unfortunately, One King's Lane is absolutely unprofessional.
By contrast, I had to change a custom furniture order at Restoration Hardware and was able to make the change on the phone in one call and everything was delivered as ordered and timely. No hassles. Great service.