Do not buy from one kings lane.
I bought a very large and very expensive rug from them oct.6th, 2023. They took money out of my account then send a notice the rug is back ordered. They wouldn't refund my money and I had no choice but to wait. I was told end of November. The rug ended up being delivered around November 5 or so...I dont know when it was dumped on the side of my front porch and left in the rain and mud.We had over a week of rain so the rug was soaked.
I paid $179 for white glove service into the front door and they were supposed to have sent an email to confirm delivery date and apx time. I never got a call or an email from the delivery service.they just dumped the rug in the rain and left. I came home and seen something protruding from the side of the steps...it was the $1,410 rug I had ordered.
I have called and emailed and was told November 7th they would refund the delivery charge of $173. I even got an email confirming it. I called to find out where my refund was and was told 7 to 10 days from the time they put the refund request in.It's now November 20th and still no refund. Now I can't get them to reply to my emails at all. I tried to get back on line today the 20th and now the system says it can't find my order number.
Unbelievable nonsense. This order number was good til this last email and now magically it no longer can be found.
I have a $1,410 rug that smells even after having it professionally cleaned. I had to have it cleaned because it had black marks all over it and the smell was so foul. It looks used and like it was on the floor somewhere. It's matted like it's been walked on repeatedly. This rug is horrible and I am extremely upset.
I left a bad review on the internet and they left a message to contact one kings lane for my refund. What a joke...this is the site they sent me to get this resolved.
I will never ever buy anything from this company. The sad part is I had 2 other rugs in my cart to purchase that I loved...I will not be purchasing them after all this nonsense. Now your asking for more pictures and proof of purchase? Your company has a lot if nerve forcing me to go thru this all over again. I have sent repeated messages with photos and was told by your company to send more, so I did. I was already told I would receive a refund and now you have me jumping thru hoops again?

I ordered two couches in 9/21 (let's call them couch A and B) Prior to delivery, one couch was damaged in the warehouse (couch B) The other (couch A) sat in the warehouse while I waited for the replacement couch to be made (4 months). I was told it would be ready in July (!) I never heard from anyone thereafter. I contacted CS to inquire about the replacement couch (let's call it couch C) and make sure when it was ready that it would be delivered together with couch A. Sometime in late August I was contacted that the two couches would be delivered. Then I got an email that ooops, sorry, now couch A is damaged. Would I like a refund or replacement? First of all, WHAT IS GOING ON IN THE WAREHOUSES THAT THEY ARE DAMAGING FURNITURE? I stupidly ordered a replacement (couch D!) Couch C was delivered. The replacement was to be delivered now by the end of December 2022 (14 months after original order). The reason I decided to reorder and wait is because I spent so much time originally trying to find the couch style I wanted, ordering fabric samples from different companies etc. I loved the couch when it arrived. I needed two couches, one does not work in my living room layout. I needed the other couch, so I decided I would wait again. I received an email and phone call mid November that the couch was on its way and being delivered next week (earlier than expected!) Yay. Here for the holidays (after over a year of waiting...) two days later the warehouse called to say there is a small delay, but it would only be about a week later. Okay. Then I got an email Nov. 18 that couch D was DAMAGED and would I like a refund or reorder! That is THREE couches that have been damaged! Is this a joke? Do they really expect me to order a couch E? Customer service tells me how sorry they are. That's all they say. We understand how frustrated you are and we are sorry. Sorry doesn't help. I have four options that will be acceptable to me (including full refund of BOTH couches) and when I called CS to speak to a supervisor not one person was available. I was supposed to wait for a call back. I waited 5 days and got an email from DAN that he would like to call me. We agreed on a time with a 2 hour window. I waited. He never called. He emailed the next day saying he didn't know I was on the west coast, so he set a timer to call me at 10 AM the following day (which is today). He never called. Hence I am going on all platforms now to write reviews and now my attorney husband is getting involved to get this resolved. It is the most frustrating and exasperating experience I have EVER had with any furniture company. THE WORST. Saying sorry does nothing. I want REAL action. DO NOT TRUST ONE KINGS LANE. You will be sorry.

***UPDATE: 7 weeks and counting: STILL NO RUG!

This was my first experience ordering from One Kings Lane, and I was optimistic and excited to be receiving my new rug (which cost $325)! I placed my order on June 10th and received an email confirmation that my rug was to be delivered between June 23rd - July 1st. Not bad - I could wait up to 3 weeks for delivery. Except as my delivery window approached, there was never any update or indication that my rug had actually been shipped. I called and emailed One Kings Lane - no help at all. I was told that my "order was being processed" and "they couldn't provide any other information". Then on July 8th (one month after I originally placed my order), I received an email from One Kings Lane stating that my rug is "back ordered and has not yet shipped". Really?! I guess I didn't realize that my rug hadn't been delivered yet. It gets better - here we are on July 23rd, and STILL no rug. I received an email a few days ago stating that my rug was SHIPPED out and supposed to be delivered YESTERDAY - the email from One Kings Lane even provided me a FedEx tracking number! But... the FedEx tracking number doesn't show any information or tracking history when I click the link. So, I called FedEx today, and provided them with the FedEx tracking number and they said "Uhhh, we never picked up that rug, and it definitely hasn't shipped out yet. You need to call One Kings Lane." Back on the phone I go... I called One Kings Lane, and the rep told me, "Oh, not sure why you got that email from us saying the rug was shipped out. I'll have to call the rug manufacturer and get an answer from them. That'll take at least 72 hours." NICEEEEEEEEE. So, long story, but I will NEVER order from One Kings Lane again, and I highly advise anyone who reads this review to follow suit and avoid ordering from this store. You will get the continued run around and no answers or updates. I ordered my rug 6 weeks ago and literally still have NO idea where it is or when it will actually get here!

I've been trying to contact customer service from OKL for a while now and can never get a real person. I've left messages and emails and NOTHING.

A few years ago it was a decent site but has unfortunately gone downhill. The site is almost un-shoppable. Both the quality of the product and the technology. I wonder if their employees have even tested the ios app? I can't imagine who approved that code to be deployed.

I unfortunately have a huge credit from a past purchase with OKL in the neighborhood of $6K (was $8K). I am now trying to use this credit and it is almost impossible between the technology and the poor product quality. I have reached out to customer service multiple times. I was calling almost once a week to try to resolve the issue. They blatantly admitted to me they have been having technology issues ever since BB&B purchased them. They "understood my frustrations" but in the end their answer to me basically said we can care less about you as a customer. They refuse to refund me my money and now I am forced to shop their site and use the credit.

It is like having a credit at a physical store and then the store blocking off all of the isles so you can't even walk down the isles to see anything to buy. Or having a credit from a time you stayed at a 5 star hotel and then having to use the credit at a 1 star motel. It takes me forever to navigate the site. I did place an order recently to try to use some of my credit. Two of the items were "cancelled" by OKL after the fact and never shipped to me and two of the items I had to return because they were of such poor quality. They wanted me to "take a picture" of the "poor quality". I have never had any other online store make me do this? How about you go into your warehouse and take a look at the stuff you are selling? Or how about when I send it back to you, you can see for yourself? The customer service agent was finally nice enough to waive the requirement and I did not have to do the photoshoot, but still, really? You force me to spend this credit, you cancel stuff after the fact, you send me poor quality items and then you try to make me go through hoops to return something? A credit of $8K and I am trying to return items totaling less than $400 and you think I am lying about it so you want me to take a photo? Thank you to the nice customer service agent who waived the requirement but as a whole OKL needs to check themselves. My suggestion is they need to shop around a bit at their competitors to see what their customer base is accustom to in terms of a shopping experience.

I don't get it. I just do not get it. They lost a customer for life.

Do yourself a favor and spare yourself the stress and mental anguish and just shop somewhere else! Most of their stuff is sold through 3rd party vendors anyway and most of the time you can find their stuff cheaper on other sites... even Amazon!

Three of my 6 items arrived shattered and/or badly damaged. After spending nearly an hour on the phone with a customer service rep named Beth, she asked me to send in pictures of the damaged furniture and said that I would get a response within 24-48 hours. I sent all the pictures 20 min after hanging up the phone and guess what? It has been over a week and my messages and emails have been IGNORED. I haven't been issued a refund yet and still have an outrageous bill on my cc. When I FINALLY got in touch with someone named Octavia and asked why I have been ignored for a week the response was "sorry, we are backed up on emails." Is this place a joke? Then she proceeded to put me on hold or so she thought and started ridiculing and mocking me to her colleague named Alexa! I've never been so mortified in my whole life! I heard the entire conversation! I was shocked by what had happened and decided to cancel my entire 4k order - even the items that hadn't arrived yet. I couldn't believe how disrespectful these customer service reps were. It's sounded like a room of teenagers laughing and making fun of customers! After I asked to cancel my whole order, without hesitation Octavia said "OK sure" and proceeded to do so. No apology, no remorse! She didnt care AT ALL. In the end, she offered me a $100 credit towards my NEXT PURCHASE after I told her I will never shop OKL again. As if $100 will help me after spending over $4,000!

THEN after all this, THIS (see below) is the final email I get from "a manager" named Shara. Keep in mind this is after a whole week of sending emails and leaving messages and being ignored with 5 foot shattered boxes on my front porch. Trust me, you don't want to get involved with these people - they don't care about their customers and certainly don't care about your business. I'm sure I will end up having to dispute the charges on my cc to get my money back.

PS - This is not my first order from OKL. Last year I bought an 10 foot buffet that also arrived broken and damaged - even with their "white glove" shipping service. There is NO quality control at this place.

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"My name is Shara and I am the Manager of One Kings Lane Customer Care. I am very sorry to learn of the disappointing experience you have had with us recently.

I spent some considerable time reviewing your order history with One Kings Lane, and read through all the Customer Care case information regarding our inability to provide you with the kind of experience you deserve as a customer, and as a strong advocate of our success. Its clear that we are missing the mark and this latest experience where you received multiple damaged items was very upsetting.

During my time here at One Kings Lane, there have been some rare instances with customers where we cannot seem to get it right. The solution in the past has been for One Kings Lane and those customers to take a break from one another sometimes trying again within a few months. Id like to propose such a break for you and One Kings Lane, as I fear that well continue to aggravate you with your next delivery experience.

Despite your willingness to support us, at this time we understand One Kings Lane is not the best shopping destination for you. I dont see any open orders for you at this time, but if you have shopped recently, please let me know if you prefer to have your open orders with us cancelled or if you would like to receive delivery.

I can also have the settings in your account modified such that you do not receive our daily emails about sales events. If, in a few months, you decide you would like to try One Kings Lane again we can connect. Id just like to make sure that any reengagement happens in such a way that you are delighted as a customer.

Please let me know should you need anything else.

Kind Regards,

Shara
Reverse Sales Manager, Customer Operations

They don't know how to take care of you

Ordered a painting, I later found out, I was over charged, OKL, never refunded the overpayment.