One Kings Lane was founded in 2009 and is currently headquartered in San Francisco, CA. They operate fully online and their business model is one of curated flash sales, meaning that they offer short-term sales of discounted items. New sales are scheduled every 72 hours. Items featured in the sales may be close-outs from their vendors and some of these items are not eligible for return.
One Kings Lane fails when it comes to their customer service. Our review team poses as potential customers and attempts interactions with the companies we review as prospective customers with a variety of different scenarios which would reflect what might be experienced by others. We use as many of the tools published by the companies themselves to interact. In this case, email inquiries went unanswered for 6+ business days. Phone inquiries were equally frustrating when representatives could not respond to simple inquiries beyond what our review team saw in their browsers. For a company with a flash sale format, this is troublesome, especially since many items are not eligible for a return.
General information is scarce and timeframes for deliveries are based upon individual products. Transparency would help clear up some of these challenges and confusion.
One Kings Lane has horrendous customer service- it’s beyond horrendous. Calls and emails go unanswered, and after waiting weeks for a response for my request for fabric swatches, I still didn’t receive them. The customer “support” is non-existent. They also know nothing about the products or vendors they sell . I would never order anything from them again- it has nice offerings but the lack of customer service makes it impossible to purchase any real furniture.
One Kings Lane has a huge variety of home decor and they are beautiful! I love their prices and the items they have are perfect for any home!
I like some of their furniture, but they have some funky stuff. Like green velvet couches. It is hard for me to find as much stuff I like as I do in other stores.
I really like the pieces from one king lane. I love that I can shop online for items and see how they look in rooms.
I purchased an expensive bed that fell apart during PROFESSIONAL installation. The "wood" under the fabric is just saw dust and glue. VERY POOR QUALITY! Of course the company doesn't accept reviews so the buyers are stuck guessing whether the product is acceptable. The company states the bed is not returnable, so I am stuck with a side that is half off and a headboard that tilts to the side, DON'T BUY FROM ONE KINGS LANE!
I purchased a set of lamps recently from One Kings Lane. They used the name Bethany Lamp. The shipping notice I got listed the lamps by a different name. Turns out the same lamps were available through Amazon Prime for $120 less! Have tried to get in touch with Customer Service but have received no replies.
Ordered an item that said “some assembly “, it can in about 40 pieces!!! Nothing assembled at all. Plus, it’s a cheap piece of furniture that said it was from bed, bath and beyond. Wood veneer smells so bad out of the box.
One of the most unprofessional online companies I have experienced. Shipped me a dining chair for a client project that was obviously a damaged return and the icing on the cake, the front legs were missing!! The item was shipped via common carrier, not by UPS or FedEx ground at a charge of $99.00. No ground option. I contacted to schedule a pickup and refund as they said the chair was no longer available. I was asked to take a picture of the unassembled chair in the box before they would process the return. Seriously? A picture of no legs? How is that helpful? I emailed the picture and called several times and emailed and nothing!!! I contacted my credit card bank to reverse the sale and emailed One Kings that if they didn’t respond in 24hrs I would dispose of the partial damaged chair. They then responded and said they would expedite the refund and that I could discard the chair. This whole process went on for over 30 days so far and still have not received my money back. This company should go out of business and probably will if this is their best effort.
Mary McCrory Williams
I buy things online all the time, including all kinds of home goods. I bought a defective rug from One Kings Lane in february 2019. They would not authorize a return of their defective product even after repeated requests. They offered me $100 off and that was it. I will never, ever do business with them again.
I share the same experience with some of the previous reviewers. In short, the item I ordered pictured AND described incorrectly. When I attempted to return on such grounds, I was asked to take images of the item. I went through the trouble of taking all of the images and indicating the pictorial and descriptive discrepancies. To my dismay, the OKL rep said "We've compared photos and have determined the item was described correctly". After I picked my jaw up off of the floor, I proceeded to reply that I will be seeking a clawback on my credit card and reporting the company to BBB (also, that I will send the item back once I receive a prepaid shipping label). I have NEVER in my life experienced something so grossly negligent at a retailer. When all else fails, do the right thing.
Would give zero score if possible. Ordered a 2 piece sectional on 11/28. OKL “White glove” delivery was scheduled for 1/18...found out the crew was missing half the sectional and the part that was delivered had a large, visible stain. Delivery crew made no effort to resolve. For my first call to the shipper, I was on hold 30min before hanging up. Second call, I talked to a rep who promised to do a warehouse check and call me back (that didn’t happen). Called again the next day, was told I’d receive a call back in 10-15min from the original rep I talked with...again, no call back. I called a third time later that day and was finally connected with the rep who had failed to reply twice before. No apology or acknowledgement that they had failed to respond. I was told they couldn’t find it and the vendor must not have shipped it. Tried contacting One Kings Lane, since frankly they were the folks who were paid for the order and should be the ones sorting out this mess. First call, I was on hold for 40min before hanging up. That day I received an email from OKL saying they had delivered the order that day and asking how my experience was (actually they had delivered *half* my order 5 days earlier). I responded via email that the experience was terrible, the order had not in fact been delivered, and I needed a rep to contact me to sort it out. Also sent a separate email via the support contact info on their website. Just received canned replies to both emails today...a full week after I sent them. Neither reply had any info specific to my order status (I provided this detail in both my emails), nor was either email followed up by a phone call to help resolve the issue. Meanwhile I was 20-30min into another call to OKL and was just about to hang up when a customer service rep finally answered. I bit my tongue—hard— and explained my issues (missing half of order while other half was delivered damaged). I also politely, but firmly, made sure they were aware of how displeased I was with OKL’s performance and lack of support. Gabriela, the support rep who answered that last call, did seem legitimately empathetic to my situation, walked me thru their process and promised to call me back with an update within 3 days. Today was day 4 so i’ll be calling again tomorrow for the update. Will also be calling my credit card company to see if I can get their help escalating or clawing back payment. Unless OKL can give me a solid delivery date within the week, I want this thing gone and my money back so I can try again with someone who actually cares about their customers and business rep. I won’t purchase anything from OKL again and will actively share my experience with others so they don’t make the same mistake.
One Kings lane refuses to stop sending me e-mail advertising. I have requested they delete and stop, but it does no good!! I never requested to be on their mailing list yet they refuse to remove me. They have it on record that I have requested it, yet the junk e-mail still keeps coming. I don't shop with them and do not intend to-yet the advertising won't stop.
This site is terrible. I received an email offering a promotional discount. I ordered decorations for Christmas, then realized I did not get the discount AND that the items I ordered were not going to arrive until after Christmas! So I immediately emailed asking to cancel. NO answer. Sent another email. No answer. Sent a third. No answer. Tried to cancel paypal. Told to contact vendor. Called them. Waited 30 minutes to talk to a live person. Said they have a "no cancellation policy" which they of course did not advertise. Also, I have to pay a restocking fee. Said why can't I cancel, save my shipping, and pay the restocking fee? No you can't because it has already shipped. Well if I had heard from you once in the last three days I could have just paid the restocking fee!!! argh. TERRIBLE CUSTOMER SERVICE!!!!!
I purchased a throw/sofa pillow and received it within a week as described and a day earlier than FedEx originally stated. I was a little hesitant with the negative reviews to order from OKL but I couldn't find the pillow anywhere else, even on the manufacturers site so I figured I'd give it a shot. No issues, pleasantly surprised.
I do not believe this is a real company actually -- this company was created to defraud customers. I am not being cute or sarcastic. I had a product mailed to my office I did not order and then the company or a person changed my phone number and email address -- the product they sent is unreturnable as they will not answer the phone. In other words they are a scam. Call your credit card company.
I ordered a finial based on their website photo. It arrived with a chrome base, instead of brass. After waiting 15 minutes to speak to “customer service” I received no satisfaction. I was told there are no returns on this item and they no longer have it even though I called them immediately on receiving the finial.
I purchased an $85 coffee table book as a gift for a friend. I had to return it when I learned that the friend already has a copy. I called to find out the return policy and was told that the ONLY way an item can be returned is by Fedex, using their $20.00 flat rate label. I asked if I could return the book by USPS if I had tracking and insurance (a far more reasonably priced option) and was told absolutely not. While apologetic, both the customer service rep and her supervisor were clearly uninterested in my distress. $20.00 to return an $85.00 book. How outrageous. Caveat emptor!! I will never purchase anything from One Kings Lane.
Shocked! My order arrived in 2 boxes and wasnt what I expected. They said to return it was $20 PER BOX, not per order. When I said it wasnt my fault they took two teenie boxes to ship 4 pillowcases and a duvet, they just sniffed. Most on line stores have $9.99 or a site credit to return. $40 total??? Never again!!
Customer service is practically non existent. I received multiple very large boxes which did not seem to be my order. They were for a customer in California and I live in Georgia. When I finally was able to get a customer service representative to respond to my call I was told they boxes would be dealt with very soon. After over a week and no action being taken another representative told me the customer that ordered these items was out of town so didn't need them right away. ? I was now the holding company? The lack of follow-through, sensitivity and blatant disregard was egregious. Prior to this I had received multiple orders that were what I expected and received in a timely manner. After this I made 1 more order. They were leather items which arrived I believe from a secondary source and REEKED of mothballs. Old, stored merchandise? That was it. There are plenty of other sources for online shopping that are happy to make sure the customer receives what they believe they have ordered and also try very hard to deal with their errors appropriately and in a timely manner.
They don't care if your item takes one week or one month to arrive. This has happened to me several times now. I recently called because an order was purchased with the expectation that it would arrive in 10 days at the LATEST. The rep thought I was insane for requesting some sort of credit or discount for the fact that my item didn't ship out in time. They act like I should be so grateful to be their customer. The order prior to this incident took 20 days to arrive!
I ordered an expensive coffee table and waited the 4 weeks for the ship date. It never showed up. Of course they didn’t contact me. Spent 30 minutes holding to get a person who said they would check into it. They never called me back. After two more calls, got someone who said I would have to wait another 6 weeks. It was a good price so I waited. They sent me shipping info finally but said I had to contact carrier. When I called, they couldn’t find the order. After several more calls to OKL found out it was the wrong shipper and they gave me info to call another shipper. That shipper said they were supposed to get the item over 2 weeks ago but it never showed up. Called OKL once again and was told they would look into it. Get an email back with the same shipper info to contact. Just called again, and after holding for 30 minutes, have another person who is looking into it. What a total waste of time. I will never use them again. By the way, the item is even lower priced on the website now but they wouldn’t match the price without me having to cancel my order and starting all over again. Horrible customer service.
I like looking through One kings Lane because they have high quality furniture that will last a long time. Hopefully someday I will be able to afford it!!!!
Their return policy is very bad. I ordered a $330 headboard and was given an estimated shipping date of 1 month out. 3 days later I changed my mind and found a different headboard with another company (West Elm) which is exactly what I wanted instead. I immediately called One Kings Lane customer service and was told they couldn't cancel the order (even though delivery was not due for another MONTH) and I would have to wait until delivery folks come to my house and tell them I can't accept it. The whole thing is just a waste of time and resources. On top of this I will have to pay a restocking fee. Beware before you buy.
This place has terrible customer service. I purchased a framed picture from them and did not like the quality of the image. I attempted to call the company multiple times getting through once only to be hung up on when the company rep attempted to transfer me. I also wrote in inquiry on their website and received two emails stating I would receive a response within 24-36 hours. The only response I received was an additional generic response email stating I would receive a response within 24-36 hours. I will not do business with them and I will let all of my friends and any one who asks know that I do not recommend this company or their business. Awful customer service and transparency.
I bought two beds, I had problem with both, one was damage and the other one was so cheap and it didn’t look like the one on the website, I send pictures that were so obvious and they say they could see the damage. They charge me restocking fee plus the shipping, I end up paying 150 dolars. They clearly are behind all other online stores. Don’t buy anything there, you will be disappointed for sure!!!
UNETHICAL COMPANY. NEVER NEVER AGAIN. Do not purchase from here. I've ordered from here 3 times and all three times, they swap out merchandise for knockoff versions--NOT WHAT THEY ADVERTISE ON THEIR WEBSITE. To top it off --their customer service is incompetent and requires the customer to chase them to get anything done. Even so, they put you thru a ringer to get your money back. They also promised to deliver my products by a certain date (4 weeks from when I ordered them) and missed every single delivery by at least 3 weeks. It has now been 3 mos and their unresponsive customer service has still not resolved this at all. Never again!!
I was not shipped what I purchased. Now two weeks later I haven't received refund or return tag. AVOID THIS COMPANY! Horrible customer service!!
I received a magazine yesterday that contained a “20% off your next order” offer for One Kings Lane (onekingslane.com.) The ad was intriguing so I decided to visit the site for the FIRST TIME today to see what they have to offer. I came across a great gift I wanted to send to a friend in Virginia & tried to place an order. Things were going well until I entered the coupon code (OKLJANUARY) which was expiring today (1/17/18.) Tried a few more times, to no avail, & then called customer service. After being on hold for just about 6 minutes, I was placed on the line with “David” (who was very nice.) Told David the problem I was experiencing & he asked several questions & then gave me another code to try. He wasn't sure why the code in the ad wasn't working. I put in the second code (OKLTHANKS20) & that didn't work either. David then explained that he could place my order manually over the phone & enter the code on his end. By this time I had been trying to place an order for well over 40 minutes & had been put on hold 4 times. Upon providing all of my billing information, the gift recipient's information, my gift message & credit card details, I was then told that neither of the discount codes were working on his end either!!! I had now been on the phone for 25 minutes (after 30 minutes online as well) & was ready to lose my mind & just give up. David assured me that he would “make it work” & then told me that the order can be placed without the discount code & I would be provided with the 20% discount as a refund after my order has been shipped. Oh, and for all of my trouble (over 1 hour & 15 minutes of my life I will never get back) he would give me a refund on the $7.95 shipping charge as well. I decided to go ahead with this as he provided me with a case number & assured me I would actually receive the refund. Also, I really wanted my friend to have this item as a gift. The conversation ended with him asking me if I wanted to set up an account so I could place order's faster in the future. I laughed, said “absolutely NOT” & told him this would be my ONE AND ONLY shopping experience with One Kings Lane. Good luck folks. My completely horrible experience was worth a measly $7.95 as an apology. Never again.
Keep away! I have made 2 purchases at this website. One was ok (a $150 vintage cushion cover). The other - a "final sale" reclaimed wooden chest - cost me over $850, and started to come apart after about 2 years. Be very, very careful when you make a purchase. Better yet, do your shopping elaewhere.
I had a delivery scheduled with four hour window- that was not delivered nor did anyone call to state the delivery could not be made as scheduled! I was put on hold for thirty minutes before they could tell me that it would not be delivered as scheduled . No reason was given, no apology either. They just scheduled a delivery the next day. No compensation for the time I waited around my house on a working day! Poor customer service and poor representation of the company. Will never buy from them again.
Absolutely do NOT do business with this company. Long story short, I ordered a piece of furniture and a usable piece (although still damaged) was finally delivered 6 MONTHS LATER. I've spent about 15 hours on the phone, sent about 30 emails, have heard my order is cancelled, delayed, literally misplaced after a reorder because their "system was down". No one bothered to give me an update on anything. Furniture arrived damaged, was returned, was not reordered by OKL, I called to find our why my chaise had again lapsed its delivery date, more ridiculous back and forth and literally too much to even write here. I've NEVER had a business interaction this poor, especially considering the price point. Unbelievable.
Customer service is absolutely horrendous. Was charged for one product 3 times while the order had simultaneously been cancelled without so much as a phone call. The product was a bed which is expensive and something you should be notified of via phone call when cancelled. Spoke with customer service 4 times over the phone to which they justified this experience as "online shopping isn't always easy." Since this store only operates online, they implied shopping with them isn't always easy. I agree. All of my emails were ignored or answered a week later with a generic response. Product purchased was a one kings lane product but white glove was for some reason not offered. Customer service could not explain this and was not helpful in finding a solution. Delivery very stressful and I was forced to coordinate with FedEx which was not easy or efficient. I have warned friends not to shop here and am warning anyone reading this review to do the same if they want to avoid things like multiple charges for one product, a stressful customer service experience, and an overdue delivery of the product.
This company is the worst!!! I had a damaged item and waited 3 weeks and 5 emails later and finally had to go to Amex. When I called to tell onekingslane they told me I was lucky and many times it takes a month to get a response.
Never have I received such poor customer service. It has been over two months since I cancelled an order and requested a refund and refund has still never been received. I have worked with 7 different customer service reps and several "managers" but they have such a poor system nothing ever actually gets done to actually process and send the refund. For over 5 years I have loved one kings lane, but after this experience I can never shop with them again. No respect, no follow through, no refund!
HORRIBLE!!! They basically have ZERO customer service. I've been trying to return 2 pillows for 2 months now. They will not issue a RA number. I have a hard time understanding how they can even find employees to work for them. What a miserable job it would be!
Company did an IT update which "slowed down" our order. No follow through or updates, no return on emails, asked to escalate to a supervisor and never heard back, and STILL haven't received our order.
Terrible company that just acts as a middle man to take a cut. They provide no real service and can't guarantee the quality of the product. Don't be fooled by the pretty pictures.
I bought a couch from them. After I had purchased it on line and before it was delivered I noted that on their site the couch had been reduced. I called them to ask that they honor the now reduced price. They did. No arguing, just good customer service. Additionally, when the delivery didn't go the way it should, they took off the delivery charge. And again, no arguing; they just did it very quickly. I would definitely buy from them again.
Saw couple of things the day before Thanksgiving for entertaining I liked after thinking about them went back to purchase and all items had increased in price. Even with a 20% off Black Friday deal one item was $28.80 (before discount $36.00) instead of the $22.00 it had been Wednesday. No longer trust there supposed discounting. DONE with One Kings Lane!
i've ordered tens of thousands of dollars worth from them and have had issues with 75% of my orders. they are so careless in every way. no more
I ordered two items from OKL. One item was NOT up to par, so I contacted customer service to initiate an exchange. Their exchange policy as of 9/2016 is "Exchanges We will gladly exchange your purchase for an item in another size or color, provided we have that item in stock. Please contact Customer Care by email at [email protected] or by phone at 855-SHOP-OKL (746-7655) toll free." Customer service told me that they are not able to process an exchange, despite what is on their site. I initiated a return thru the site, but they have a hidden rule regarding restocking and return fees depending on whether or not the item was shipped using FedEx. When making a purchase, the customer does not get to decide which shipping is used. It will now cost me $23.50 to return my first purchase and another $15.95 to ship the item I actually want. This company has poor customer service and little transparency. I will never shop from here again.
This company is a nightmare avoid at all costs! They told me they'd give me the correct price on a couch I ordered, correct price was $692. However they continued to charge my card $1538 for the entire month of July. This charge would appear then disappear leaving my account with this huge hit of $1538 at random times. Thankfully my bank has been awesome with helping me resolve this matter. But not having access to your money is a devastating experience especially when it's randomly taken out several times a month. I've since placed a stop payment with this merchant so I can stop reliving this nightmare. The customer service is a joke and could not/would not help at all. It's like they contract remote employees who just pick up their cell phone and pretend to assist you. I hate this company and I've done business with thousands. This is the only company I can say I truly hate. I hope they are shut down!
Difficult times requires extraordinary efforts I'm anxiously awaiting the delivery of my Annelise 84" sofa (LK10143) in time for a 60th birthday party in mid-July. I placed my internet ordered on 4/10/2016 and the product was shipped on 5/20/2016. I have called One Kings Lane customer service staff multiple times since the original notice that projected delivery June 1-6. I have not received any update or communication, no product and am very disappointed in the quality of customer service. I have filed a complaint with California BBB and disputed the charge for the sofa with American Express. I actually just want the sofa and for it to be delivered by July 10th. I don't think that will happen. This company is HORRIBLE!!
Nice website with great items- all showing inflated prices marked down- which is supposed to fool you into thinking you're getting a deal. Nevertheless, I couldn't resist ordering a small picture, overpaid for shipping, and 5 days later....they have yet to ship. Most companies offer free shipping (and send it out that day), so it really galls me when I am charged for shipping and the company takes it's sweet time sending my purchase. Will not order from One Kings Lane again.
I ordered a pair of daybeds. The price was more than reasonable. When it/they arrived it was one day bed consisting of the two sides. The description clearly described the item(s) as a pair. It was however the two ends of one day bed. I was offered an 10% discount. This meant I I paid 40% more than the advertised price. Since it was vintage and metal it required some professional ironwork to fabricate a frame to fit so I ended up spending significantly more than anticipated. My experience with OKL has always been that it's somewhat overpriced but this is beyond that. I restrict future purchases to impulse items that cost less than $$$.
Have ordered three times from OneKingsLane and each time the quality of the products were inferior in addition to getting an "F" on the packaging of one item which arrived broken beyond repair. I ordered a faux flower arrangement that was no better than what one could buy at Michaels. I also ordered some hasseks with inferior upholstery. Last was the necklace that was not only poorly made---priced at $99 it was maybe worth $18 and made with the thinnest possible fishing line, but packed with just a thin layer of shredded paper on the bottom of the box and nothing on top of it. The fellow in customer service was nice enough but that doesn't matter when the merchandise is substandard.
Consistently have had bad experiences with OKL. Forget about the fact that their prices are very high- I often comparison shop on ebay, and find the same items for less than 1/4 of OKL's price. This is to be expected. What's worse is there horrible quality control. I ordered a 43 inch round mirror. Received and email with a tracking number informing me delivery would take place in one week. Instead, the mirror was delivered one week earlier than the tracking indicated, and the mirror is only 20 inches in diameter. Called customer service, who assured me they would work it out, and then chastised me not refusing delivery. I didn't know what it was because it was a small box being delivered a week early! Assumed it was something else I ordered. Still waiting for a resolution.
The rep I spoke to on the phone did what she was supposed to do. The One Kings Lane however, sucked. My wife purchased a bed about three years ago, and when it was delivered, it was minus the slats. We waited and waited until I decided to build our own slats. The slats we paid for never showed up. About a year after that, my wife ordered a desk from OKL. When it was delivered, it was damaged. Not just slightly, but very noticeably. It took an act of Congress to get that issue resolved. We just bought a new house figured we'd give OKL another shot. I ordered two chairs. When the "white glove"(LOL) delivery showed up, the driver called me out to the truck to tell me that my "table" was damaged. First of all, I ordered chairs. Secondly, whoever ordered that table from OKL has to deal with a damaged table. My chairs didn't even make the trip, which was a huge inconvenience. I called and spoke to a rep to explain my issue and to voice my displeasure. She said she'd refer it to a specialist to see if they could replace the order. I also mentioned to her how pissed I was and that there should be at least a discount off of the order. A day later I got an email stating that they could send my chairs, but that they would "allow" me a refund. Gee, thanks OKL. YALL SUCK!!! I will NEVER shop with you and I will discourage anyone that I care about from shopping with you. I may try and talk my foes into using you though.
I'm utterly shocked by their poor customer services. They have the most ridiculous cancellation policy: the order must be cancelled within 15 minutes after the order even the order was placed at midnight and the attempt to cancel the order was made within an hour after the order was placed. I placed an order for a set of table lamps around midnight and sent an email requesting cancellation within an hour around 1 am. I did not get any response to my request from the company for a couple of days, so I had to send a couple of follow-up emails. In the meantime, I bought another set of lamps from this company thinking that the prior order would be cancelled. Finally, a few days later, I received a response telling me that based on the cancellation policy buried on their website, because I sent an email requesting cancellation outside the 15-minute window, the order could not be cancelled. There are so many other companies that have much better customer friendly services and offer great products, so I would stay away from this company.
An abomination would aptly describe my experience with OKL. They have admired their mistakes, agreed to my compensation but alas the word 'follow through' isn't part of their vocabulary. To any and all I would highly suggest avoiding doing business with them unless you like hearing / reading the words 'I'm Sorry' because that's all they know how to say.