Complaints

This profile includes complaints for One Kings Lane's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  One Kings Lane

  8450 Broadway Merrillville, IN 46410-6221

• 

  One Kings Lane, Inc.

  315 Hudson St Fl 8 New York, NY 10013-1058

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased 2 planter in the beginning of May. They were planters. The planters were defective and I did not like them. The mold was not properly cast and there holes and divots where it was supposed to be smother ceramic look. Company refused to take them back saying all sales are final. I am shocked at their policy. Bought on ********. Be ware of predator merchants on FB!

  Business Response

  Date: 07/03/2025

  Dear *******,
  
  I hope this message finds you well.
  
  Wed like to sincerely apologize for any inconvenience this situation may have caused. Your case has been carefully reviewed by our *********************** in coordination with our vendor and Quality team. After evaluating the photos you provided, weve confirmed that the planters you received meet the expected quality standards.
  
  We understand your concerns, as the surface texture may appear to be a defect. However, we want to assure you that the small holes youre seeing are a result of natural pitting, which is characteristic of Fiber stone material. Each piece is hand-cast, sanded, and painted, which leads to natural variations in texture, color, and finish, these are intentional design elements that make every item unique.
  
  Additionally, we reviewed the return eligibility of your order. The planters you purchased are listed as non-returnable, and as such, were unable to approve a preference-based return. Please know that these policies are applied consistently to ensure fairness to all our customers and are agreed to at the time of purchase.

  I have included the policy applicable to the item purchased for your own reference.
  
  We truly appreciate your understanding and are here if you have any further questions or concerns.
  
  Warm regards,
  
  One Kings Lane.

• Initial Complaint

  Date:04/16/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The color of the chairs is listed as Citronella. I attached a picture of the confirmation sent by One Kings Lane, as well as the chair I received which is not Citronella but Mustard *****. I reached out to **************** multiple times . First , I was told told not within 30 days , then I was told it was my lighting , then I took more pictures and said professional lighting can alter the image . So that suggests that they are taking responsibility but wont refund . Then I was told it is my fault I didnt order a swatch .

  Business Response

  Date: 04/17/2025

  Dear *******,

  
  I hope this message finds you well.

  
  First and foremost, I want to sincerely apologize for the way your case has been handled thus far. I completely understand your frustration, and Ill be personally overseeing your case moving forward to ensure a resolution that reflects the high standards we strive to uphold.

  
  After carefully reviewing your concerns and the photos you provided, and in consultation with our ***************** team, we have confirmed that the item you received is the Citronella ******* Fringe Accent Chair. That said, we fully recognize that product imagerydespite professional lighting and editingmay not always reflect the precise shade or texture as seen in person.

  
  Given the circumstances, and although this item is classified as non-returnable, wed like to offer a 10% goodwill compensation for the inconvenience you've experienced.
  Additionally, should you prefer to return the item, we are willing to make an exception to our standard return policy. Please note that a restocking fee would apply in this case.

  
  We genuinely appreciate your feedback, and I assure you it will be shared with the appropriate teams to help improve our service and ensure all customer concerns are handled with greater care moving forward.

  
  Thank you for your understanding and patience. Please let me know how you would prefer to proceed, and dont hesitate to reach out if you have any further questions.

  One Kings Lane | Customer Care
  ************
  ************************

  Customer Answer

  Date: 04/17/2025

   I am rejecting this response because:
  Again , you failed to pay attention to details . What is a restocking fee ? You are currently selling the chairs for $ 215 more than I paid for them . 
  

  I would like to return the chairs and be sent a slip and driver to pick them up . 
  

  I ordered all 4 items together . It was not clear to me **** 2 were shipped with a deliver service and the chairs were shipped by **** and left in the middle of the driveway , When I called , the same woman said well that vendor only ships via **** . How was I supposed to know that ? What is a restocking fee ? I just want the chairs to be returned with a refund- especially given you are selling them for $ 430 more in total  ! 

  
  

  Business Response

  Date: 04/18/2025

  Dear *******,

  
  Thank you for your response.
  Wed like to clarify that the restocking fee is applied to cover the cost of retrieving, handling, and storing the returned items at our warehouse. This fee is standard for returns where the merchandise is received in good condition and free of defects.

  
  While the chairs were originally sold under a non-returnable policy, we understand your concerns and are happy to offer a one-time exception in this case. We can provide you with return labels for both chairs. Once the items are received at our facility, we will issue your refund minus the applicable restocking fee.
  Regarding the shipping information, details for each item are clearly displayed at checkout. For your reference, Ive included a screenshot showing how this information appears prior to placing an order, so customers can make informed decisions.

  
  Please let us know if youd like to proceed with the return, and we will send the labels right away.
  We appreciate your understanding and look forward to resolving this for you.

   

  Regards,
  One Kings Lane

   

   

  Customer Answer

  Date: 04/18/2025

   I am rejecting this response because:
  I asked what the restocking fee was - how much is the restocking fee ? How am I supposed to make a decision without the facts ? The shipping charged was over 200. Please outline the entire cost to return the item and how much will be refunded on the card ? Pleade consider waiving the shipping or restocking fee ? I dont think it is fair to pay more than $ 200. The color of the chairs in person is vastly different from every picture on your site and confirmation .

  
  

  Business Response

  Date: 04/21/2025

  Hello *******, 

   

  Thank you for your response, the restocking fee is a 15% per chair, in this case you have paid, including taxes and shipping $1474.34 total for both chairs, and already taking into consideration the restocking fee per chair and the original shipping fee non refundable, if you decide to return the chairs the total refund you will receive is $1164.34. 

   

  Please let me know if you would like to proceed so I can help you with the return shipping labels. 

   

  If you have any further question do not hesitate to let me know. 

   

  Regards,
  One Kings Lane

  Customer Answer

  Date: 04/21/2025

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  
  

  Thank you.

• Initial Complaint

  Date:04/14/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Item order from One Kings Lane was never delivered. ****** admitted the item was lost in transit on Friday, April 11. Yet changed status today, Sunday, as delivered on March ********************************* same zip code. The seller One Kings Lane refused to assist the first contact, the second said would contact shipper. But never got back with me after two weeks,

  Business Response

  Date: 04/15/2025

  Hello ******, 

   

  I hope this email finds you well, we truly apologize for the inconvenience this has caused, we have confirmed with the carrier that the item was indeed lost in transit, in this case as your order is covered with your warranty please find below all the information needed to file the claim and receive a full refund, we will make sure to also contact them so the process for your refund can be quick and smooth. 

   

  ********************************************

  Log in: 

  ********************************
  
  OKB10000852766-77316716

  When entering the portal you will be able to see a purple button that says "I'm ready to submit" and will be requesting for your information and refund preference. 

   

  If you have any further questions please do not hesitate to let us know. 

   

  One Kings Lane | Customer Care
  ************
  ************************

  Customer Answer

  Date: 04/15/2025

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  However, **** had the reimbursement amount wrong.  I had to contact One Kings Lane again, and a correction is being sent to ****, the payer.  I have not received a corrected amount yet.  
  

  So, my acceptance is conditional based upon the amount being corrected and funds actually received from **** for the item plus taxes; and shipping + handling from One Kings Lane, per your agent this afternoon.

  
  

  Thank you.

• Initial Complaint

  Date:04/07/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 5, ***************************************** the amount of $10,083.16 order #****** and another in the amount $726.92 order#******. When I received online confirmation one order they almost doubled price and the other order added charges I didnt agree to. I also had the wrong items on my order - 2 rugs. I sent a message to them on their website to cancel and no response. Then I called and their customer service *** said she would try to cancel and would let me know shortly, but didn't. Then I called back and second ***resentative said the order was too new and not in their system yet and to wait 24 hours before attempting to cancel. However on their website it clearly states orders must be cancelled within 24 hours. I am being charged fees I did not agree to and tried to immediately cancel and I am given the run around. I am horrified by the number of complaints online. I just want my order cancelled as they added fees I didnt agree to.

  Business Response

  Date: 04/11/2025

  Dear Ms. ************************* hope this email finds you well, I have confirmed that we have partially refunded both orders, I have included the refund receipts to this email. 
  
  For order ****** we have refunded $718.12 for the cancellation of the merchandise and we are just working on the cancellation of the warranty for $8.80, as soon as this warranty gets refunded, I will share the updated refund receipt. 
  
  For the order  ****** We have processed a refund for $9735.62 for the 3 items cancelled, I was able to request the refund for the item is being sent back for $347.54, please allow us within the following 2-3 business days to get this refund processed but I will continue to monitor and keep you updated for both refunds missing. 
  
  Please let me know if you have any questions that would need to be taken care of. 
  
  Regards, 
  One Kings Lane

  Customer Answer

  Date: 04/16/2025

   I am rejecting this response because:I never received possession of any items and was told I would get reimbursed within 2-3 business days of remaining monies due and have not received it. 
  
  
  

  Business Response

  Date: 04/17/2025

  Hello ****, 
  
  
  I hope this email finds you well, I truly apologize for the delay on the response, we are currently working on this remaining refund, I have been informed by our accounting team that they will be able to provide us with the refund receipt by tomorrow in the afternoon, I am monitoring this situation everyday and as soon as I have this final receipt I will make sure to share it with you. 
  
  
  I appreciate your understanding and patience throughout this process. 

   

  Regards,
  One Kings Lane

• Initial Complaint

  Date:03/21/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I believe this company, now operated by **************, is involved in myriad unethical and even illegal practices, including misrepresentation, failure to identify the manufacturer of goods to obscure it's quality/provenance, claims of "Made in *******" when the product is assembled and shipped from overseas, fraudulent shipping and delivery fees and punitive return *********** a short span of time I ordered a side table and a sofa from OKL, One Kings Lane. The table, while expensive, was not remotely the quality the website suggested and it did not disclose the maker of the item is a mass production, low level manufacturer which sells the same item for half the price. After trying to return the item, I was told that I could not bc it fell outside the return window of 30 days. I had only received the item 21 days ********** came a custom sofa. * I was forced to pay for "entryway service," but the delivery company refused, saying the paperwork was marked "basic" and "driveway." This is a recurring theme with ***, they are collecting higher delivery fees then customers are told on arrival that isn't the instructions. This seems pretty clearly to be an ongoing fraud. I had to pay the delivery people separately to get the sofa into my hallway. I have all paperwork. *The sofa, once unwrapped was damaged, puckered, upholstery seams are warped and arms were dirty. *On the ****************** website it is advertised as "Made in *******." It is not and I have the waybill and shipping details to prove it. This is an FTC violation.* I reached out to customer service (which is extremely rude and unwilling to help and seems its only remit is to keep people's money) to request a remedy and was told none could be provided. I sent emails with photos showing the damage and defects and did not get a response regarding the damaged sofa or fraudulent delivery fees.

  Business Response

  Date: 04/04/2025

  Dear ********,
  
  Good afternoon, and thank you for bringing your concerns to our attention. Were sorry for the frustration this experience has caused. At One Kings Lane, now operated by **************, we aim to provide clear policies and reliable service at every step.
  
  Regarding the return of the side table, our records show delivery occurred on February 13, 2025, and the return request was submitted on March 19, 2025outside of our 30-day return window. Our return policy, outlined on our website, states that items must be returned within 30 days of delivery, with applicable restocking and return shipping fees. While we understand this may have been unintentional, we do need to apply our policy consistently.
  
  For the ***** Skirted Sofa, we apologize for any delivery concerns. It was shipped via Entryway Delivery, as selected at checkout. If any extra charges were requested by the delivery team, we kindly ask that you share a copy of the payment receipt (e.g., Venmo) so we can investigate this directly with the carrier.
  
  Regarding the product origin concern, we take compliance very seriously. If you have supporting documentationsuch as a waybill or labelwed be happy to review it further with our vendor.
  
  Lastly, weve reviewed your previous calls and found our agents remained professional throughout. That said, we recognize how important each customer interaction is, and were committed to making sure you feel heard.
  
  We appreciate your past support and hope to work toward a resolution. Please dont hesitate to send any additional documentation so we may proceed accordingly.

• Initial Complaint

  Date:03/18/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a chair for a total of $1,212.27 from One Kings Lane on 1/5/25. Delivery of the chair was attempted on 2/18/25, however, I refused delivery as the box was falling off of the chair and the chair was ripped. One Kings Lane received the chair on on 2/21/25. When I called the company's customer service team, I was told that because I purchased Worry-Free Protection through **** I would need to put a damage request in with them. I put the damage request in as suggested and followed ****** prompts asking me to provide additional information, including reaching out to *** and providing them with images of the package. However, on 3/10/25 my request with **** was closed due to "no response." I had not received correspondence from **** asking me to provide anything else since I had last provided information to ***. As there is no customer support number for ****, I've emailed their team asking for an explanation as to why my request was closed, and requesting that it be reopened. I've also reached back out to One Kings Lane's customer support team who reiterated that they would not be helping me because I purchased protection through ****. This has been a horrible customer service experience. They've received the chair back, and I'm still out $1,200. I'm requesting help with my refund.

  Business Response

  Date: 03/24/2025

  Dear ******,
  
  Thank you for bringing this issue to our attention. Your case has been assigned to a member of our ********************** for further review and resolution.
  
  The assigned ticket number is CASE44745, which you may reference in any future communication.
  Please expect to be contacted directly by a member of our team shortly. We are committed to assisting you in any way we can and ensuring a timely resolution.
  
  Thank you for your patience.

  Customer Answer

  Date: 03/25/2025

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  
  

  Thank you.

• Initial Complaint

  Date:03/13/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 11, 2025 I placed an order for a piece of artwork by artist **** ***** entitled Mavericks. The listing includes the following description: "Each piece is named for the beach photo it came from""This work is hand signed and dated by the artist.""Handmade to order in ******************* by artist **** *****"At checkout I paid for the ******************** Policy (Policy number: OKB10000847238-77115340) which gave the following description of its coverage: "Get a full refund if the order doesn't arrive as described"The order did NOT arrive as described because there is NO naming of the beach photo it came from and it is NOT signed and NOT dated by the artist as described above. There are NO markings at all anywhere.When I contacted One Kings Lane, they sent me a link on March 10 to the insurance company with the following IN WRITING:"Your order is covered with the Worry-Free Delivery **** Protection. Please visit the following link to start your claim and our **** Team will offer you a resolution to your order."I tried to contact the insurance company which gave me NO RECOURSE to make a claim because it said the insurance covered only loss, theft, and damage. There didnt seem to be any way of getting in touch with them and I was left completely empty handed. I have photos of the art work showing that there is no signature, date, or title to the piece and you can verify everything I have written here by going on One Kings Lane and inputting **** ***** Mavericks. There you will find that everything Ive written here is taken word for word from the listing and is completely true. So nowHOW DO I GET MY MONEY BACK. I am 73 years old Stage 4 cancer patient and I live alone. The artwork must way in excess of 25 pounds. I cannot return it and that is not my responsibility. I paid for the worry free and now I just want to get what I paid for. Thank you.***** **********************************..************

  Business Response

  Date: 03/19/2025

  Dear *****,

  
  Good afternoon.

  
  Thank you for reaching out and bringing your case to our attention.
  One Kings Lane will personally assist you with the return of the **** *****, Mavericks by processing the issue as "Not As Described." Your case has been assigned to one of our Escalations Team members for a proper follow-up.
  Please keep an eye out for their email and kindly provide us with pictures of the item so we can proceed with the necessary assistance.
  To clarify, this type of issue is handled by One Kings Lane directly, not by ****, as it does not fall under damage or loss. We truly understand your frustration, and we assure you that you will receive the appropriate support.
  Thank you for your patience, and we look forward to assisting you.

  Customer Answer

  Date: 03/20/2025

   I am rejecting this response because: The One Kings Lane website was clear when I made the purchase:  The item came signed, dated, MADE TO ORDER and listed the beach where it came from.  And then the Worry Free policy I bought made it CLEAR that if the item did not come as expected I would get a full refund.  And FURTHERMORE, ONE KINGS LANE ITSELF wrote to me in an email that my item was covered by the Worry Free policy and that all I had to do was click on the provided link.  NOTHING ONE KINGS LANE TOLD ME HAS TURNED OUT TO BE TRUE.  I HAVE NO CONFIDENCE IN THE COMPANY.  Even if I sent the item back, how would I know that some clerk in the shipping department wouldn't just sign it and return it.  And FURTHERMORE..I am a 73 year old woman who lives alone and  a Stage 4 terminal cancer patient.  I had to PAY someone to unpack this thing for me because it was so heavy and I would have to pay someone to pack it up again to return it.  I CANNOT take on any additional burden for this disaster and nor should I have to since everything here is well documented with regard to the representations made by One Kings Lane at the time of the purchase.  To get this horror off my plate, I will accept a discount of nothing less than 50% of the purchase price.  Otherwise, fulfill your contractual obligations and refund my money.   
  
  
  

  Business Response

  Date: 03/26/2025

  Dear *****,
  
  Good afternoon, and thank you for your message.
  
  We are truly sorry for the experience youve had with your order, and we want to acknowledge the frustration and difficulty this has caused. Please know that your concerns have been escalated to our internal team, and our ********************** is actively reviewing your case to determine the most appropriate resolution.
  
  We understand the sensitivity of your situation, and we are committed to assisting you with care and urgency. You will be contacted directly by one of our Escalations specialists with next steps and resolution options shortly.
  
  We deeply regret the inconvenience this has caused and appreciate your patience as we work to address it properly.

  Customer Answer

  Date: 03/27/2025

   I am rejecting this response because:This response says nothing.  I just want the company to make good on the terms of the sale and the terms of the Worry Free Policy which I purchased.  No more, no less.  Thank you.
  
  
  

  Business Response

  Date: 04/10/2025

  Dispute evidence is being reviewed by the cardholders bank
  We expect a response by June 18, 2025 with their decision.
  

  Customer Answer

  Date: 04/11/2025

   I am rejecting this response because:
  The merchant is trying to bully me.  The terms of the sale were in black and white.  And the terms of the Worry Free Plan I purchased were also in black and white.  The merchant ITSELF even WROTE to me that my situation was covered by the Worry Free Plan.  All this documentation has been uploaded to you and so now the merchant needs to do the right thing and obey the terms of the sale.
  
  

• Initial Complaint

  Date:02/25/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On December 3, 2024 I purchased two chairs and a sofa with a bamboo throw from one kingslane along with white glove delivery. My order was over 3 thousand dollars. Its been over three months and the dates for delivery have changed four times. Ironically, I received an email for review of the furniture last week and I havent even received them. I have had a new car completely built from the ground up and sent from over seas in less time than it takes for them to send furniture. I have ordered custom furniture from them before and it was no problem but this time its been ridiculous. I would appreciate a full refund of my shipping fees and the sofa and chairs as I refuse to have further delays in shipping dates. Honestly, even your internal system for review of products indicates that I should have received my furniture by now. Full refund please.

  Business Response

  Date: 02/26/2025

  Dear *******,
  
  Good afternoon, and thank you for reaching out regarding your order. We sincerely apologize for the delays you have experienced and understand your frustration.
  
  We have created CASE#### and assigned it to our Escalations Team to review and process your request regarding the ****** Velvet Slipper Chairs (x2), as their estimated delivery window (1/10/2025 - 1/16/2025) has passed. Our team will work on canceling and fully refunding these items as soon as possible.
  
  To clarify, your BBB complaint requests a full refund of the entire order amount ($3,058.47), but based on the order details, a portion of your order has already been delivered, and another item is still within its expected delivery timeframe. Below is the breakdown of your order status:
  
  Vibrant Bamboo Throw, Cream (SKU ********, qty: 1) Delivered via *** (1Z65664E0396757198) on 12/20/2024 (Original ETA: 12/6/2024 - 12/12/2024) $64.97
  ****** Velvet Slipper Chair (SKU ********, qty: 2) Not delivered, past ETA (1/10/2025 - 1/16/2025) We are working on canceling and refunding these items. $1,088.94
  Lane Crypton Tufted Sofa, White (SKU ********, qty: 1) Still within the estimated delivery window (2/28/2025 - 3/14/2025). $1,904.56
  Based on these details, the amount eligible for refund due to delays is $1,088.94 for the two ****** Velvet Slipper Chairs.
  
  We understand your concern regarding the shipping time, and we appreciate your patience. Our team will be in touch with updates regarding the refund process for the delayed items. Please let us know if you have any additional questions.

  Customer Answer

  Date: 03/03/2025

   I am rejecting this response because: 
  Your website states
  Once you receive a shipping notification email, a shipping company representative will call you within two to three weeks to schedule a delivery time.
  Your actual delivery date should fall within the estimated arrival date range for your item(s). Check your estimated arrival date by visiting the Order History section in My Account.

  Todays date is March ******.. I do not have any shipping notification and I am in the day 5 when I m already suppose to have my couch delivered. If you calculate according to your website I should have received a shipment notification and scheduled for a white glove delivery that I paid for. I HAVE NO SHIPMENT NOTIFICATION AND NO ONE HAS SCHEDULED ME FOR ANY DELIVERY. TWO WEEKS OUT OF THE LATEST DELIVERY DATE IS March 14.. I should have received shipping notification by at least March 1 for my couch to be delivered and scheduled. I have not received either. I received my throw, but no chairs or couch. I refuse delivery after any time after what you expressed in my receipt which is March14. I have a trip planned and will not be waiting around like I did for chairs that never shipped. Please understand that I have ordered multiple times for you and have thoroughly enjoyed my items and recommended your company to several friends, however, please also understand that federal law requires you to deliver merchandise within the timeframes you publish on your receipt. Please refund both the chairs and couch and taxes with the delivery fees. 

  
  

  Business Response

  Date: 03/04/2025

  Dear *******,
  
  Thank you for reaching out again.
  
  Your case is being carefully reviewed by one of our Escalations Team agents, and I want to assure you that we are actively working to provide a resolution.
  
  At this time, I can confirm that the cancellation and refund for the ****** Velvet Slipper Chair (x2) were successfully processed on February 28, 2025. You should see the refund reflected on your original form of payment.
  
  Regarding the Lane Crypton Tufted Sofa, White, I completely understand your frustration with the delay. However, as per our policies, we are unable to process cancellations or refunds for an item that is still within its estimated delivery timeframe. The *** for this item extends until March 14, 2025, and we are currently working with the vendor to obtain an accurate shipping update for you.
  
  We acknowledge the inconvenience this has caused, and we sincerely appreciate your patience as we continue to push for an update. As soon as we receive a response from the vendor, we will provide you with an immediate update.
  
  Please know that we are committed to ensuring this situation is handled properly and will keep you informed under case CASE45827.
  
  We appreciate your continued support as a valued customer and apologize for any frustration this delay has caused.

  Customer Answer

  Date: 03/09/2025

   I am rejecting this response because:
  One kings lane never refunded my shipping for the chairs. In addition p, it is March 9 and I still never have received any shipping confirmation for my sofa. It went to escalation at your office and they are trying to  contact the manufacturer. But realistically, today is March 9 and I still havent received shipment confirmation and no contact as to white glove service so I will not get my sofa in the time frame as stated by your company when I ordered. The latest date for delivery is March 14 as you mentioned and you will have 5 days to honor your commitment.  Please refund the shipping for the chairs as well. 
  
  

  Business Response

  Date: 03/19/2025

  Dear *******,
  
  Good afternoon.
  I sincerely apologize for the lack of response from our end.
  
  Our team has submitted the cancellation request for the Lane Crypton Tufted Sofa, White, and we expect to have an update soon. I will make sure to keep you informed as soon as we receive confirmation.
  Regarding the ****** Velvet Slipper Chair (x2), I can confirm that the refund has already been processed. The refund was issued on 2/28/25 for the amount of $1,088.94.
  
  Please let me know if you have any further questions or require any additional assistance.

  Customer Answer

  Date: 03/25/2025

   I am rejecting this response because:

  Thank you for canceling the order on the ****** chairs as they were way beyond the due date and yes, please cancel the lane crypton sofa as well as it too is beyond the due date. The issue that remains is that the shipping fees for both items need to be credited to my card as well. The chair shipping fee and the couch shipping fee. I have received a throw and that is all from the order. Please refund my shipping fees for the furniture with the deduction of the shipping fee for the throw as I have not received either pieces of furniture. And please let me know when you have processed the shipping fees to be returned and the couch credit back to my card. I hope to shop with you again, but the next time I will call prior and make sure items are available. Thank you so much for your help.

   

  
  

  Business Response

  Date: 03/26/2025

  Dear *******,
  
  Thank you for your response and for providing additional clarification.
  
  We acknowledge your request to cancel the Lane Crypton Tufted Sofa, White, and our Escalations team is actively working with the vendor to process this cancellation. At present, the item is in production, and we are waiting on confirmation from the vendor to determine whether the shipment can be stopped. If the item cannot be halted in time, we will take the necessary steps to prevent delivery.
  
  Regarding the shipping fees: once the cancellation of the sofa is confirmed, our team will review the shipping charges associated with both the sofa and the ****** Velvet Slipper Chairs. As you noted, the only item received from the order was the throw. We will ensure that the appropriate adjustments are made to reflect this.
  
  Please also note that the refund for the ****** Velvet Slipper Chairs (x2) was successfully processed on 2/28/2025 in the amount of $1,088.94.
  
  You can expect a follow-up email from our Escalations team with updates and next steps. We truly appreciate your patience as we work toward a resolution.
  
  We sincerely apologize for the inconvenience and thank you for your continued interest in One Kings Lane.

  Customer Answer

  Date: 03/28/2025

   I am rejecting this response because:
  
  I will close the case when the purchase price for the lane sofa and the shipping charges for the both the ****** chairs and sofa are returned. Thank you for your efforts. Please refund in full and notify me. I am leaving for my month long vacation this week and I really do appreciate your help in this as it has been stressful.  I look forward to shopping with you again, but next time I will pick in stock only. Kind regards, *******

• Initial Complaint

  Date:02/21/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a settee from One Kings Lane (OKL) on 12/12/24 with the Worry Free Delivery and White Glove Delivery. The carrier called on approx. 1/27/25 and scheduled the delivery for 1/30/25. The carrier called me the morning of 1/30/25 and told me that the settee was damaged and it didn't make sense the deliver it. He said that he would send me an email with pictures. When I didn't receive the email by the afternoon I called the carrier back. The person I talked to that morning was no longer there so this person emailed me the photos. I had already contacted *** and they said that since I had purchased delivery insurance that they could not help me, that I had to submit a claim with the insurance company, and they sent me the link. Once I received the pictures I tried to submit the claim but the insurance company's (****) website wouldn't allow me to submit the claim since the tracking did not show that the item had been delivered. It took 12 days for **** to make it such that I could submit a claim -- it looks like they had the carrier falsify the tracking to indicate the settee was delivered when it was not. Once they did that I was able to submit the claim. Since then, 2/11/25, the claim has not been resolved by the insurance company, and they are not responding to my emails. *** says that they cannot do anything until the insurance company responds. I have called *** ***eatedly and asked for a supervisor to call me. The customer service *** says that they are escalating the case but no one ever calls me back. All I want now is a full refund.

  Business Response

  Date: 02/26/2025

  Dear *******,
  
  Good afternoon, and thank you for bringing this matter to our attention. We sincerely apologize for the frustration and delays you have experienced.
  
  After reviewing your case (*********), our records show that **** has already processed a refund of $2,113.71 for the Gage Swoop-Arm Settee, Performance Velvet, and that the remaining amount of $338.99 is still due.
  As of today, February 26, 2025, our **************** team has submitted the request to process this remaining amount. Once finalized, you will receive a confirmation and refund receipt.
  
  We understand that the process with **** has been challenging, and we sincerely regret any inconvenience this has caused. When a customer opts for the **************************** the initial claim must be submitted directly through ****. However, we want to assure you that One Kings Lane is responsible for processing the remaining refund amount once **** has completed their portion.
  
  We will ensure that our team continues to provide updates on your refund under *********. Please dont hesitate to reach out if you have any additional questions or concerns.

• Initial Complaint

  Date:02/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a bed from One Kings Lane on January 26 2025. At checkout I was offered white glove delivery for an extra fee. I got a delivery notice for February 4th. When the delivery man arrived he informed me all he had was a headboard and asked if anything else was included in my order. I explained that the bed had a frame as well as upholstery sides and a front along with the head board. He told me he did not have anything other than the headboard and therefore he would not be able to build it for me. He also at the time began peeling back wrapping on the headboard and asked me to take a look at the corner. He wanted to show me that the bed which was an upholster bed in white was very dirty. He requested I reject the delivery and gave me a sheet to sign. He left and put the headboard back on his truck. From here I called One Kings Lane customer service to inform them that the bed had arrived damaged and missing half so it was taken back by the delivery man. I asked how can I move forward in receiving a replacement bed. But was immediately met with a short response that they could not help me. And that they would not be helping me. I was given a very unclear explanation that when I purchased white glove delivery I basically without my knowledge released One Kings Lane from any responsibility for my order. I was very confused by this. I had never read this and have never seen this from any other furniture company I have ordered from. And many times I have ordered white glove delivery. So from One Kings lane end they offered no help. And also gave me no clear direction on what I needed to do to move forward in either getting a replacement or a refund. I paid One Kings Lane $3136.17 for a bed that they take no responsibility to replace. I was sent an email directing me to a third party company. After multiple unanswered emails I am at a loss for what to do. The third party company has no phone number and only send automated generic responses. Beware buying here.

  Business Response

  Date: 02/10/2025

  Dear ********,
  
  Thank you for bringing this to our attention. We sincerely apologize for the frustration and inconvenience youve experienced with your order.
  Your case is currently being handled by our *********************** and we are committed to finding a resolution for youwhether that be a replacement or a refund. We understand how disappointing this situation has been, and we are actively working to address it.
  
  We will ensure that our Escalations team follows up with you promptly to provide clear next steps and assist you through the resolution process. Please know that we take your concerns seriously and appreciate your patience as we work to make this right.
  
  If you have any additional questions or concerns, dont hesitate to reach out.