Alice Lane Home Collection — Local services in Draper

This has been our first experience ordering from Alice Lane, and thus far, it has been exceptionally arduous, with very poor delivery estimates and customer service.

After recently moving, we ordered the Duke Cocktail Table, and our original estimate for delivery was 6-8 weeks. After 8 weeks and no update, I followed up with their customer service team, and they said it would be a few more weeks. After 16 weeks, we finally got the update that the coffee table was going to be delivered (and I was so excited to get it finally), but it was DAMAGED!!!

I walked into our living room (I had a 4 and 6-year-old at home, so I was in and out of the room) to see the delivery people ROLLING our table into our house without any protection on the table itself or our floor. The weight of the table smashed one corner, gouging our wood floor, and the other corner of the table was stained black after it had been rolled over our black rubber outdoor mat. I immediately pointed it out, and they acknowledged and apologized. I declined the table due to the damage, and they informed me that they would need to take it back. However, they assured me we would have a replacement within 1-2 weeks and that I should follow up with Alice Lane. After contacting Alice Lane's customer service, and then their claims department, their most recent email update said that the delivery company "brought the table back to their warehouse to try to fix it," and they would let me know the outcome.

This is just unacceptable. I realize Alice Lane did not damage this table, but we did not pay $4k for a refurbished table that we are STILL waiting on more than five months after ordering it!

I will update this review once the entire case has been resolved, but at this point, I don't know what else to do except give everyone else a warning. A few other reviews reference poor delivery and/or customer service, and I wish I had read them before this incident.

Lastly, we knew the table was made of engineered wood and a wood veneer, but seeing under the crushed top and how thin that veneer was also made us wonder about the overall quality. You can see the chips that came off in...

This has been one of the most brutal online furniture shopping experiences I have ever been through. Considering the luxury and boutique nature of the firm, I expected better. I placed an order for four pieces on 4/15/24, three Alice Lane Home exclusives and one Four Hands item. While the Four Hands item was sold by other vendors, and would have been delivered much more quickly, but I still chose to purchase it through ALH. The communication about when one can expect their order/order updates has been abysmal. I received the Four Hands item in July, and the first of the ALH-exclusive items in August. The latter was the Olympia Key Rug and when it arrived, was damaged. To ALH's credit, they made it right and just delivered a new rug this past week. That said, the remaining two items in the order, two Jude Lounge chairs, still have yet to be delivered. I have followed up countless times with Online Support both through email and phone calls and either can't get anyone on the phone or a call or email back, or I just receive the run-around or get told that I'll be provided with an update soon; only for that update never to come. In July, when the Four Hands bed was delivered, and when I was originally told to expect the Jude Lounge chairs as well, I was able to get ahold of a representative who told me ALH had actually ordered the wrong number of chairs and my order would be one chair short. They apologized and said I should expect my chairs in October. Here we are in the final days of October and still no chairs and no meaningful update about when I can expect them. I truly don't mind delays, and I understand if the ALH exclusives are made-to-order and just take time. What I do mind is the lack of communication and professionalism especially from a firm that boasts having a 'team of dedicated logistic specialists'. Further, at the price-point of each of the items, this kind of customer service experience is...

Alice Lane is by far the worst furniture store I have ever worked with. The sales reps/designers (thats all they are, no real design experience), are not well trained, have zero customer service, and are absolutely clueless. Example........ "Hey it's now September, I ordered my couch in May, can I get an update on when It may be delivered?", "No, we are not able to do that." Seriously that was the answer, they had no idea how to even look up my order to give me an update, after further probing they needed to contact my "designer", oops she no longer works for the company, we will assign you a new one. Never heard back. Now it's October, still have no clue when or if we will receive the 20k couch already paid for. I've ordered from RH, Pottery Barn, C&B, hell even Wayfair, haven't spent nearly as much on one piece, but there is always someone capable of looking up an order, giving an update, just giving basic CS. If you purchase off the floor and take home that day, you might have better luck, just don't count on the any help behind the counter other than swiping your CC. One last story, this was a real kicker.....Bought 2 $300 each Visual Comfort lamps, rechargeable, asked if they had original boxes, answer, "no", okay well can I get the charging cords....... "the lamps didn't come with chargers", how did you charge them to put on showroom floor lit? "ummmm, I don't know how......" Oh Hell, get me out...