One Kings Lane

Dear One Kings Lane, first of all pleas don't bother replying to this review with your standard crappy "We are so sorry for the disappointing experience. Please contact our Customer Care team at *******@onekingslane.com and a manager will be in touch ASAP."

I have spent most of my past week contacting your customer service team and I have never once had a reply. You state you have a 24-48 hour response time. I always wait the full 48 hours then am forced to call you. When I do, no-one shows any regard for my issue and tell me that the person who needs to help me is "on lunch". When I call back three hours later that person is still on lunch. I wish I had time for such luxuriously long lunches, but instead I am stuck on hold to you.

I ordered a $2,000 sofa from this site. I duly waited the six week delivery window. It arrived on the very very last day of that delivery window. The white glove team (an unhelpful scruffy bunch wearing grubby grey gloves) unpacked my sofa to see that it was incorrect - instead of the three pieces required for my sectional they had doubled up on the chaise and not sent the middle piece. When we called to find out where the missing piece was no-one knew, no-one seemed to think it was a big deal, no-one appreciated the inconvenience and frustration this caused. Over the past week and a half I have invested 10+ hours into trying to get this resolved and we still don't have a solution. The useless sofa pieces are still cluttering up my living room. Because there was no information about whether they could locate the missing piece for me i asked for a refund and to have the sofa picked up. No one has sorted this for me yet. Customer Service show a complete disdain for my situation. Zero care. They have my money and I don't have my sofa. At this stage it looks like I will never get my $2000 back and I am going to have to pay for someone to remove this ugly useless trash from my house.

NEVER EVER USE THIS COMPANY

DO NOT ORDER FROM ONE KING'S LANE.

We ordered a dresser from One King's Lane and got the white glove delivery service. We got ZERO communication from them about when the dresser was supposed to be delivered. Then all of a sudden I got a call that the delivery guys were at my house trying to deliver it. I wasn't home at the time and asked if they could wait 20 minutes for me to rush home and accept it. They said no and they would have to reschedule.

The reschedule process was a huge pain. The customer service person had one time slot in mind when he called me. I said that wouldn't work and he had no alternatives prepared. He had to call me back later and when he did give me a new time slot, I felt like I had to rearrange my schedule to make this work so that I could avoid more delays in scheduling.

The guys came during the scheduled time to deliver the dresser, and they set it up in the bedroom. However, in the process, they scratched our hardwood floors. We had JUST finished having them redone. I'm so upset that a "white glove delivery service" like this would make such a terrible mistake.

I got in contact with the delivery service's main customer service and they said there is nothing they can do. The delivery guys are individual "agents" so they are in charge of fixing any problems that happen during delivery. I don't appreciate that the delivery company can't even express regret about all of the inconvenience and damage that they caused. And I highly doubt an "individual agent" is going to be able to make this right. I'm so disappointed.

Meanwhile, the dresser STINKS. It smells terrible. I opened all of the drawers and will try to air it out. It also was pictured with gold knobs on it that looked really nice with the white wood of the dresser - but the piece actually arrived with black knobs. I know I can switch them out, but it is just one more disappointment.

I will try to get in contact with One King's Lane, and I will update my review if they can provide any sort of relief. Currently, I will NEVER be ordering furniture from One King's Lane again, and I wouldn't recommend it to anyone else.

It's happened often enough that now I know it's not a mistake -- it's the way they do business. An item is offered on a daily sale. You immediately order it. Then you are told within a day or so, sorry, it's not available. It's not that it's sold out -- it was simply never available for sale. At Christmas, I waited several weeks past due date (and the due dates are a joke) for an item that I'd ordered several of, as gifts. After repeated calls to Customer "Care," asking for a supervisor, being told none were available, always hearing "Well, we'll email the SELLER but we have no other way of contacting the seller" -- they finally said gosh, these just aren't going to exist. And when I pushed, one of the operators admitted OKL does not have nor stock any products nor do they have any info about availability nor do they make any special effort to get it -- you just wait and then they say sorry, it doesn't exist. I was one of their early customers and ordered consistently over the years and they really used to break their neck to help. Now they sound bored, offer you a $20 credit and don't seem to care. No way to escalate complaints (one day I sat on hold for 25 minutes after being told a supervisor was available -- finally, heard "oh, she's in another meeting.") No idea if the phone people even work for OKL. Corporate website has no info that I could find on who's in charge of customer service, operations. I'd say 50% of my last orders have either ended up being not available, or damaged, or not as described, or so overdue I and my clients (I help people decorate houses) couldn't wait. Far cry from the day when the woman who founded the company would call you personally to solve a problem.

I was thrilled to shop at One King's Lane for a new home in October 2016. Found a perfect 6.5' x 9.5' outdoor rug for my screened in porch, which is protected from weather by a conventional roof, has a wooden floor, and can be used year round, depending on outdoor conditions. Laid the rug down on November 15,2016. In March 2017, I noticed that one solid black "thread" was breaking along the outside edges into tiny squares. On March 30, I photographed the breakage and contacted OKL online; followed by sending the photos, etc. On April 10, having heard nothing, I contacted Customer Service again, and was asked to resend the photos with description of damage. I did. On April 28, having heard nothing, I contacted Customer Service again, and was asked to resend the photos... you get the picture. (Though they claimed THEY hadn't rec'd the pictures previously.) I resent the photos and asked and rec'd notification of their receipt. On May 17, having heard nothing, I contacted Customer Service AGAIN, to be told the rug had been discontinued. I asked if that was their last comment on my poorly chosen selection and payment in full. I was told someone (supervisor, I believe) would call me shortly. That afternoon, I received an email from Rosa offering 3 rugs for purchase. I immediately replied, asking if that was the limit of their obligation for having sold a worthless product. No reply. I want my money back. An "outdoor flatweave, 55% rubber, 45% polypropylene" should not simply fall apart in 4 months on a seriously covered, screened in porch. As of now, the black strips are beginning to break inside the rug as well as along the edges. This rug has been walked on VERY VERY little. On two occasions, I had 3 guests and we utilized that room.

Purchased a Slim Aarons framed print. It is made of very poor quality material. Thats why its final sale, non returnable.

I purchased Leo 12-Drawer dresser (2700. 00) from One Kings Lane in 2013. Within one year, one of the pulls stripped and I had to order replacement. I now have same issue with different pull, and contacted OKL customer service to order another pull replacement. I was told that they no longer worked with this vendor, and couldn't help me with replacement request. I then asked for the name of company/manufacturer to contact on my own. I was then told due to privacy laws/contract, they could not provide me this information. I was offered 20.00 credit for the trouble. What? Who cares? All I want is to use my dresser properly. Not helpful, and very unhappy customer.

UPDATE 9/28/15
AFTER I SUBMITTED THIS REVIEW, I WAS CONTACTED IMMEDIATELY BY ONE KINGS LANE TEAM, AND THEY WORKED HARD TO GET ME RESOLUTION TO THIS PROBLEM LISTED ABOVE. THEY WERE ABLE TO CONTACT VENDOR ON MY BEHALF, WHICH WASN'T SUCH AN EASY TASK FOR THEM TO DO. I RECIEVED TIMELY EMAILS LETTING ME KNOW STEP BY STEP ANY UPDATES TO RESOLUTION. I JUST RECEIVED BOX OF 13 PULLS VIA FED EX. GREAT WORK ONE KINGS LANE! THANK YOU SO MUCH FOR GOING ABOVE AND BEYOND. I AM CHANGING MY ONE STAR RATING TO 5 STAR!

I ordered three framed pieces of art on one purchase order (OKK*******) on 3/22/22.
Shipping was an additional $179 on top of the over-$3000 for the three pieces.

Here's the problem: two out of the three pieces arrived damaged!
If I were buying the art for myself, I would not be leaving this negative review. However, I am a professional interior designer and these art pieces were supposed to be the finishing touch on a project for a client.
OKL exchanged one of the damaged items -- although this process took two weeks -- and the issue of the second damaged item is yet to be resolved, therefore, the project is still incomplete.
Obviously, I paid for this order out-of-pocket and am unable to collect my design fee until the project is completed... so I am in limbo. I contacted OKL customer service to explain the situation and proposed that instead of exchanging the second damaged item, I'd find a local repair service to make the repair (because I think we can salvage the piece), and asked that OKL refund the shipping cost in order to cover the cost of repair (plus the inconvenience to met of needing to schlep this oversized piece to the repair shop). Isn't that a reasonable request -- to ask that the company at fault do something to remedy the situation and take accountability? Four business days after my request... still no answer, just total radio silence.

Professionals -- shop elsewhere (chairish, 1stdibs, anthropologie, tappancollective) for your design needs! Homeowners decorating for themselves -- Buy at your own risk, you most likely will be disappointed by this company with poor customer service, which seemingly does not care at all about maintaining a professional reputation or their accountability.

I regret ever spending a penny with this terrible company.

I ordered a couch from One Kings lane a couple of months ago and was so excited for it to arrive even though it wouldn't come until early august, I received no update tracking etc figuring it would take a couple weeks for shipping and the arrival date soon approaching, I decided to reach out to them to find out the status only to be told the couch was cancelled with no explanation or notification, not only that the customer service was unapologetic over the situation and offered no assistance, I am beyond disappointed in one Kings lane I already committed to spend more than I wanted to on a couch right now but accepted it because I thought this was a great quality brand and have ordered from them in the past, but in times like this with covid you would think they would be grateful and happy to have customers but unfortunately they aren't and they have lost me forever as a customer, they haven't even bothered responding to messages expressing my disappointment I'm upset I spent months waiting for something and not even being told it won't come when I could've ordered from another company, if one Kings lane keeps up their terrible customer satisfaction they won't survive this pandemic, and they shouldn't, other companies go above and beyond but I won't recommend one kings lane to anyone they should change their name to One Kings Lame

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.

Buyer beware- Don't expect to get the product that you actually ordered.

I ordered a Blue 9x13 Benton Flat-Weave Rug (and rug pad) and was very excited to find this rug even more excited to see that it was on Clearance however that excitement quickly died when the product was delivered. Instead of a Blue 9x13 flat weave product what i received was an ugly beige 4x6 pile rug. When I contacted customer service that night to get the correct product, I was asked to take pictures of the incorrect product. I did so and a day later was told that the vendor had run out of inventory and was unable to fulfill my request and offered me a discount on the ugly rug they actually delivered. I went back online to see if there were other rugs being offered that I might like I was SHOCKED to see that the product I actually ordered was once again being offered, although now at a higher price. This was a ABSOLUTELY FALSE ADVERTISING and a bait and switch. When I contacted Customer service about this and they responded back saying it was a set -up issue and there was nothing they could do but issue me a refund. We'll see how long it takes me to get my full refund... Although I have used One Kings Lane in the past I will never use it again and will be filing a complaint with the FTC and BBB.

I knew of OKL prior to the BBB buyout and even received a free candle from them way back as a contest they ran. I ordered my silver plated toast rack for my husband. We made several trips to London and he loved the toast racks idea. After I ordered, I got a hold placed on my credit card and waited for my order to show up as an email. I kept logging in to my account and finally saw my order but I kept waiting for it to show a shipping timeframe. My account also said I had no orders. Finally my order showed online and a date for delivery range. My credit card was charged but still no email with a tracking number. My delivery dates came and went. The last day of the delivery date I got a shipping tracking number. My customer service email still went unanswered, I was getting ready to call my credit card company and cancel my order. My Jan 25th order for Valentine's Day arrived today, Feb 12th.
The toast rack is made in Uk. It is lovely shiny and boxed to be a nice gift. It was very worth what I paid, I wished that communication from the company worked better as I almost cancelled my order after reading all the bad reviews and wondering if I would get a nice item or junk or if my order had even been processed.
Be aware that my order, apparently, was conveyed internally to another company that housed (owned) the item. They were responsible for the tracking number and mailing. OKL needs to give the customer a more accurate idea of what is going on when an order is placed and when it might actually be delivered. The only way to contact the company is to email them and their response time is an estimate of 3 days. I never received a reply.