Complaint Rating:

Company information:
Lane Furniture
United States

We picked up our Lane 2pc sectional on 4/8/09. On 8/5/09 I emailed Lane Furniture Customer Service to explain the following fabric defect.

The fabric is coming apart in areas throughout and a hole has developed in one area. The problem is the light brown threads that cross the dark brown threads are separating. This leaves tiny dark spots because the light brown thread is gone. It is in random spots throughout the couch and isn't very noticeable, but the hole is noticeable and if the light brown thread continues to separate there will soon be holes all over the couch. The fabric has also become fairly loose over the cushions which makes the couch look "time worn".

They told me to deal with the store I bought it from because it was less than a year old. I did and a Furniture Pro employee came out, inspected the couch, took pictures and reported back a couple months later that a Lane Rep stated they would replace the defective part. I confirmed that the entire couch would be replaced because it only comes in two pieces. I was told to contact Lee's Furniture where it was purchased so they could let me know when it arrived. I did so.

After a couple more months went by and I heard nothing I emailed again a Lane's Customer Service, Furniture Pro and Lee's Furniture. Lee's checked into it right away and told me they never received the replacement couch, which has been discontinued, and they called a Lane Rep who knew nothing about it. Furniture Pro didn't have the name of the Lane Rep who stated they'd replace the couch. The Lane rep finally stated she was trying to figure which rep Furniture Pro was working with and would get back with me. She never did, but later another Lane rep did call and left me a message.

I returned the call and left a message which she didn't return. I called her again and she stated she didn't know why she called me. I explained the whole thing all over again. She then stated she was put in the middle of this and would have to talk to a rep to see how they would handle this since the couch was discontinued. It's been about a month and I haven't heard anything else from either Lane rep.

It appears that Lane will just give the consumer the run-a-round until they get tired of dealing with it and give up. We looked for a year before we chose this Lane sectional. We thought Lane made quality furniture...maybe they did at one time, but they don't anymore. They don't back their product and their customer service is horrible. What good is a warranty if they won't honor it?! Or are they waiting for the year to be up to say "Sorry, your warranty has expired."?!