Lorex Technology

Purchased several security cameras and supporting DVR. Approx $650 spent. Fought with the system for almost a year. Trying to get it to work correctly, involving our internet company, thinking their service was our issue. We'd try something to fix it, then evaluate for a few weeks. Nothing seemed to help. Then the DVR adapter quit working. That was the final straw. We contacted Lorex where we were told to send the products back in their entirety and we would receive a refund. They provided us a shipping label to handle the shipping. We sent all back immediately. We were told it would take 5 to 10 days to receive the refund once the products were received. We were on vacation during that time, but checked after we returned 2 weeks later, and still had not received the refund. I called the company, leaving a message to have a call back, which never happened. I called back again and spoke with a representative. She told me they had clearly received the product (I also have confirmation of that through UPS) and she wasn't sure why we had not received it yet. She was going to put in an escalation ticket and said we should receive an email showing the credit within 24 -48 hours. 96 hours went by and no email. I called again, this time asking to speak with a supervisor. I, after a fight, finally spoke to Sid. Sid told me he didn't have a last name, or even an employee # to identify him in any way. He also told me he isn't going to give me a refund because it had been past 60 days since our purchase. So, now we are out the products (which were pathetic anyway) and our $650.00 which they promised us in return. We have filed a claim with our credit card and we are reaching out EVERYWHERE we possibly can to warn others against falling victim to this company. We will also look to see if we can file further charges against them.

1 CAMERA IN A NEW SYSTEM WAS DOA. HAVE TRIED FOR MORE THAN A MONTH TO GET IT REPLACED. HAVE CALLED BACK MULTIPLE TIMES(AVERAGE WAIT TIME MORE THAN 40 MINUTES) AND NO ONE HAS AN ANSWER.

I wouldn't even give this brand 1star if I didn't have to. From the start, after paying over $560 I went to connect my wired 4K cameras to the internet. Found out I could not do that without my receipt in hand. I couldn't find the receipt so that was that. The cameras are supposed to record 24/7 on my 2TB DVR harddrive yet there is always huge gaps of video missing. The cameras are very poor at night and colored nite vision is a joke. Only at sunset on 1 camera for about 3 minutes. One camera has double vision. Another is just blurry no matter what I do to adjust settings. Then the fourth camera flickers on and off at random times. Sometimes for days at a time for no reason. I have never been more upset with a product I bought in my lifetime! I would not recommend these cameras or any of this brands stuff to anyone! Worst c as meta set up ever! Oh, and the app sucks too. Won't play video in HD SOMETIMES, most of the time. Waste of money. As for this setup being capable of sound. It might be capable but it does not come with any cords or anything to actually take advantage of that part. That would be more to buy and setup on your own too. Shouldn't even advertise it like it does. Misleading! Waste of my time and money!

Purchased a 6 camera system in white. Ordered these batteries on April 8,2018 so that I would have my cameras up at all times. The batteries still havent been shipped. Called customer service in early May because I hadnt received the batteries nor had I been contacted by any form of communication on the status of my order. My order showed up as AT WAREHOUSE on the website. While I was on the phone with customer service, I received an email telling me that the white batteries were on back order which is what the customer service agent was telling me. Since I had already been waiting for a month and being informed that the batteries would not be available until the last week of May, the agent offered to send me black batteries for my use until I received the white batteries. I was provided with a tracking number and estimated delivery date. That day came and went. Turns out the batteries were shipped without the correct customs label and returned to sender. I discovered this while I was on the phone with customer service a second time. During this call my order was cancelled by the company and my credit card was credited with the original charges, all without my knowledge. I received the email notification of the cancellation and credit while on the call. After I protested about this with the agent who said she was a supervisor, Celia was her name, she agreed to send the batteries to me at no charge to me and that I could expect to receive them by Friday May 18. Well, here it is Saturday May 19 and I still dont have my batteries. But I did get a call from Lorex this morning with the agent advising me that the batteries were still on back order and would be in during the last week of May. When I asked to speak to his supervisor he said that he would escalate the issue and I would receive a call back on Monday. So all of my dealings with Lorex have been extremely negative. Lorex does not seem to care about any of their online customers and they condone lying to them.

Lorex will not help me even after several attempts to resolve my issue!
When I updated my review, I received an email from the Lorex Senior Retention & Feedback Manager. The manager stated to me in the email, "Right off the bat, you should understand that I am not Customer or Technical Support (I'm sure you've had your fill with those two departments) but more of a standalone department that oversees special cases. It's easier to see me more as Human Support than anything else. I'm really sorry you had to go through all this crap just for me to come across your case. I'm going to take a look to see why our tea, didn't resolve this ordeal and, more importantly, could close the issue in a few emails".
Mr. Senior Retention & Feedback Manager, I have sent you multiple emails asking you to get back to me, and you have not! Just as the Customer and Technical Support Teams have lied to me, YOU have also lied to me by not returning my emails. Do you remember telling me in the same email, "Let's start there- I promise the finish line is just ahead. I'm always around, Cheers,"?
I did receive two calls recently from the Lorex Technical Support Team. The person on the phone both times said the phone number so fast you could not pick up all ten digits. I even sent an email back to the Senior Retention & Feedback Manager explaining this, and you guessed it, He has not responded.
No wonder the Customer Service and Technical Support team does not provide customer service when their leadership does not provide customer services and lies to the customers.
Again, save your money and buy a different security camera system. I have six cameras that will not work since Lorex last upgraded their system, and they have failed to help me even with a five-year warranty that I purchased to protect my cameras.

Shane Hughbanks,
A very dissatisfied customer.

I bought the Lorex Flix FX camera in 2018. Initially bought one but the camera worked so well I bought another for the back of my house.
The product would've received 4 stars but these get knocked down to only one star due to poor customer service.
In August the company changed the software and promised that they would send free camera replacements that will support the new software.
This means my cameras are now redundant and I was told to wait for the new cameras to be shipped from America and it would take 4 weeks. No sign of the camera a month later and when I chased they promised new dates for the cameras to be delivered and those dates have come and gone. When I chased customer services I was told they will give me a tracking number when cameras are dispatched and no tracking number was sent.
This conversation has been repeated several times over email, web chat and the telephone since August. Always the end of the week' and never any updates.
I'm extremely disappointed as I invested in these cameras to protect my home for them then to be unusable a year later. I would prefer if I was told I will not be getting the cameras so I can cut my loses and purchase another set of cameras.
An action which I will be doing as almost 3 months without security is beyond a joke.
I sincerely hope others read this review and take into consideration the poor customer service once you have purchased your item.
I'm sure I will receive a genetic response below from the company about how they sorry they are but it shouldn't take a poor review to force them to take action.
And reading the other reviews I don't hold out much hope for receiving the new cameras

I've been waiting for hours for a technical support rep to pick up phone. I am thinking they don't have technical support...

Cameras are OK the app can be better could you get a little confusing setting the cameras up though. Playback is confusing

They don't even deserve 1 Star
Don't buy this crap You will be sorry
Customer service is set up to wear You down until You give up and quit Trash Trash Trash

Wireless camera system 1080 P HD wireless I purchased this camera system last October for 500+ dollars at Best Buy the system has never worked right I've had camera that has never worked. I called their technical support numerous of times they've sent me new cameras and they did not work and their technical support is very very poor I was on the phone for over two hours with them and never get anywhere I would not recommend the system to anybody I will never buy the system if I could take it back to the company and get my money back I would' have I do not recommend Assistance to anybody and I do not recommend correct technologist to anybody because your customer service and technical supper for u I do not recommend Assistance to anybody and I do not recommend correct technologist to anybody because your customer service and technical support is very very poor this is July 2017 I purchased this system in 2016 and it still does not work right and I now have another camera that does not work and the night vision is purple and also the system did not come with a manual I had to download it from the Internet is 123 pages of unfriendly u July 2017 I purchased this system in 2016 and it still does not work right and I now have another camera that does not work and the night vision is purple and also the system did not come with a manual I had to download it from the Internet is 123 pages of useless information please do never buy the system you'll be ripped off sincerely Jay Fuquay

I bought a system from Costco, NVR went out less a month later, Customer service said to send it and will send me a replacement, a month later and still don't have it yet

My 720P DVR went out and I replaced it with a 1080P the picture quality is awesome. The technician were very helpful at Lorex.

RUN, don't walk away from Lorex! If I could give zero stars, I would.

I bought an 8 camera 1080p system. The system arrived with only one power supply for the cameras instead of the two it requires. When I called tech support it was a horror show. Besides being almost impossible to understand, first I was told they would have to generate a tech support incident number which they would email to me. When I got the email, I was supposed to reply to it with a picture of the package they sent me. After sending the email, I was then supposed to gall them. I waited all day for their email to arrive. It didn't show up until the next day. I then emailed them the picture they wanted & called them. They said they couldn't find my email. I resent it 3 times & they still couldn't find it. Finally, they gave me an alternate email address to send it to. The next day, I got all the notices of undeliverable email in my inbox. The reason given was that Lorex's mailbox was full. Later that day I got an email from Lorex stating that they had gotten one of my emails & my cse was now being handed up to "tier two" & I'd be heading from them in 3-4 days. All this for an effing six buck power supply!

Two days later, I finally get a chance to unpack everything, set it up & test it out before I begin the installation. Imagine my disappointment when I plug the first camera in only to find it's a GLOW CAMERA! Nowhere in any of their literature do they mention these are ancient technology glow cameras. Just what I need, a ring of red lights around every camera to advertise to everyone there's an active video monitoring system & where all the cameras are located.

I'm returning this system for a refund!

I Purchased a 16 channel NVR and 5,4k cameras from the Nocturnal line Direct from Lorex via their website. These are supposed to be their higher end cameras and NVR. Daytime video quality is good, but night-vision is grainy with digital noise throughout. I've been dealing with this problem for close to 18 months and it was present right after install within the 30 day return window. When you call Lorex, the tech department you reach is not the Tech department that actually makes the decisions. They will have to escalate your case if they cannot resolve the problem. I was told by this department the graininess/digital noise was due to a bad camera or NVR and they would indeed need to escalate my case.The problem is, the higher department doesn't call you back 90% of the time and they don't have a direct line. Same goes for management. No contact info and noway to speak to any manager at all. Having had Lorex troubleshoot my system multiple times and having my case escalated multiple times with no call backs, my return window is long gone, close to 18 months in now, I'm told by the Higher up Tech Support Department the graininess/digital noise is normal and my cameras are operating properly! """Buyer Beware""". Lorex is Advertising clear images on their website of night-vision video being clear. It is not and what you actually get is grainy/digital noisy video. Spend your money elsewhere or be stuck with subpar night-vision. They will string you along until you cannot return you system while making you think there's a resolution for the problem. You can't fix what they claim is normal video quality. Had I known this I never would have bought their overpriced garbage..

I am so fed up with Lorex Support. It is by far the worst experience ever for support.
I have had several phone conversations with them and they still have not shipped a replacement camera.
If you are considering purchasing a Lorex system DO NOT DO IT. Go to another company.
Here is what happened. I purchased a 16 channel, 12 camera system from Costco on 08/22/2015.
One of the Cameras turns out to be bad. This is my 5th system purchased through the years. My second Lorex.
Their support has been absolutely horrible. A complete disaster. Nothing but a verbal run around with lies and no results.
First call to them on 08/25/2015. They required model of system, model of camera, serial number of dvr, of camera, etc.
Explained to them how I tested and know the camera is bad for a fact. They said they would send out a replacement right away.
Next day, received an email requesting purchase receipt. Scanned and emailed receipt, etc. etc. Etc. "
Called again. "Will ship one out right away, etc... ", Two weeks later; nothing.
Another call to *******739. "This was suppose to be taken care of, etc. etc. Etc.".
Was told someone would be contacting me in 3 to 5 days? For what? They have all the information. No contact.
09/17/2015 On hold for 33 min. Transferred to supervisor. Will be calling to authorize replacement.
Will call me back in 1 hour. Never called.
09/24/2015. Called Costco for help. Costco called Lorex. Costco got a complete run around from them too. (Costco has been great btw!)
Here is there support routine. "So sorry to hear about that. I will be happy to help you.", etc. etc. Etc.
I will have somebody call you in 1 hour." I ask for what? You have all my info. Transfer to Supervisor.
"I'll get this taken care of", etc. etc. "Somebody will be calling you in 1 hour. " You will never receive that call.
"I need to call Canada for the replacement." They are closed. It's early afternoon.
My support ticket number with Lorex is: *******.
Case number with Costco: *******. I will be contacting Costco's upper management; writing a letter with these issues
To corporate. Hopefully Costco will drop Lorex like a hot potato and Lorex will go out of business.
BTW: I purchased 4 more cameras to make it a full 16 for about $70 per camera; including cables.
How much could it possible cost Lorex for 1 camera?

I purchased some lorex cameras total of eight two months ago I've been complaining about problems since day one they haven't helped me at all I had to go out and buy my own wire to fix one camera I still have issues with another camera my DVR makes so much noise hey tell me that the hard drive is garbage I complained and they've been escalating the case and I've been sending them videos and audios and I told them I'm going to go to the better business bureau so today they said they're going to replace the DVR but for them to replace it they want my credit card and then they're going to hold some money on it then they're going to send me a new one and then after everything goes through I might get my money back I remember at the beginning when I bought one item from them I didn't like it before I received it I canceled it well two weeks later they sent it out they charged my account and I told them I canceled it and then they said yes you did but why they sent it out I don't know then I had to send it back to them and I had to wait another week or two to get my money I have to wait about a month on a canceled order which I canceled as soon as I put it in but they still charge my credit card anyway they're fraudsters their equipment sucks their warranties even worse I would stay away from lower security cameras even if they sell my Costco I wouldn't buy them anyway but you got Costco behind you they'll back you up you can always get them refunded at Costco I also have a very very noisy DVR it almost keeps me up at night

As many other posters have noted, the cameras themselves are quite good. Resolution, clarity and reliability seem solid. No experience with durability though as they'e just been installed for a few weeks. Customer service is another thing entirely.

The original probably was simple enough.
I'd bought an 8 camera pack from Costco that included motion and door sensors. There was clearly a manufacturing defect with the molding as the hole that accesses the reset switch was not even opened and could not be pierced with the provided pin. [ I kind of suspect somebody screwed up a bunch of these worthless sensors and decided to throw them in a box and sell to the uber tech-savvy Costco customers.] Then, once the hole was opened in the plastic molding with a pin from my toolbox, the sensors would never pair. I spent at least 2 hours on the phone with a tech walking through various approaches, but they gave up and said that the part must be bad and should be replaced. That's when the real fun started. I was asked for every conceivable irrelevant detail: who was my ISP? What brand of router did I have? What were my DNS settings? Maybe they should have gotten my Zodiac sign and favorite ice cream flavor? I sent info repeatedly (proof of purchase, serial numbers, photos, etc) and was told that a replacement would be processed, only to get an email a couple of days later saying that my case would be closed since I they hadn't heard from me in 72 hours. I've sent pictures as requested and then was asked for a video instead. Was connected to the escalation team who also promised to send out replacements. Then the dreaded "your case is being closed" email. I am now up to phone call #8. It's like something out of Black Mirror at this point. All just to avoid replacing what's probably a couple of $5 sensors. I'll admit it's sad, but I've now taken it on as a pandemic hobby to see how long it will take to get it these parts replaced. Currently on call 3 for the day. First two were disconnected randomly and am on minute 35 of the current call. I'm taking the "pleasant customer" approach to see how long this takes.
Here's my suggestion, you don't need a pathetic hobby like me. Just buy another brand. Nest, Ring, Simplisafe. They actually don't hate people who buy their products.

All Lorex camera owners were recently forced to abandon the old app and move to a "new" Lorex Cloud app that is absolutely terrible for the following reasons:

1. So slow and difficult to use that it renders your Lorex camera system(s) completely useless.
2. You will rarely ever be able to even see any of the Live or Recorded video before the app times out or crashes.
3. In the rare case that you do actually see any video, it is extremely slow/laggy (even on a 200Mbps symmetric fiber-optic connection).
4. All video traffic is now being routed to Lorex's Cloud servers, which is a major privacy problem! There is absolutely nothing stopping them from selling your video to whomever is the highest bidder. They are probably already doing this.
5. The aspect ratio of all video feeds are now very stretched, which renders any of the extremely slow video totally warped and very difficult to view.
6. The max video resolution has been significantly reduced which turns your "4K" cameras into 1980's low resolution crap.
7. Tech support is useless, except for the fact that they admitted to me that they were flooded day and night with complaints and that they were capturing and likely selling their customers' video feeds. I spent MANY, MANY hours on the phone with them and they couldn't help with anything. A huge waste of my time. The only reason Lorex can afford it is that all of their support is located over seas where they can pay totally unskilled and untrained people the equivalent of pennies per hour to waste their customers' time.
8. It's highly suspicious that the reviews for the new Lorex app are almost all 1 star or 5 stars... And the 5 star reviews look like they were written by Lorex shills/employees.

Congratulations Lorex! You've managed to entirely destroy your customer base almost overnight! Before you did this I actually recommended your camera systems to MANY friends and colleagues. Now I feel terrible for having recommended a product that was twisted into something so terrible by mindless id1ots.

HAVE TO WAIT MORE THEN 2 HOURS ONE THE PHONE. WHEN THEY FINALY ANSWER THEY JUST HANGUP ON ME 3 TIME.

This Company are really good to their service, they provide their label best to the People

They have not returned my money it is almost 1000 dollars. I am very discontent with Lorex altogether. They do not know what the definition of a good business is. They lack the capacity to exhibit good customer service, they will have you on hold for a long amount of time. Then the customer service representative will put you on hold to "fix" the issue at the end of the call they only make empty promises that they make you feel as if they intentionally will not keep. To what extent do we stop calling this corporation a company and start calling them for what they really are SCAMMERS. They will steal your money and give you several different excuses to why it is supposedly delayed. If they were so quick to remove the money from my bank account, why can they be quick about putting it back. There are various reviews of other people stating ever so clearly in their reviews that Lorex has not returned their money at all or they did not receive it for a couple of months. In my situation, I ordered on Thanksgiving Day and was promised my order would be received on the 1st of December. This was a lie, I kept being told several times by different customer representatives that it would come over several different dates, I have chat transcripts that would support what I am saying. Ultimately the date in which it would arrive was changed about five times until I was fed up and contacted them once again complaining. The customer representative said that Lorex would compensate me by sending my purchased items sooner than the already 4-week delay that they had. The items did come, they were able to do that. But to my dismay the items were not the ones I had ordered. When I called them, they told me the items were sent incorrectly because they no longer had them in stock and a message should have been sent to me indicating that. Once again, they were telling me excuses that had nothing to do with anything that was in my control. They kept messing up time after time. I then told them I wanted to return the items they gave me a bit of grief for that but then was promised I would receive my refund 5-10 business days after they have received it at their warehouse. It has been over two weeks going on three and have not received my refund. This is at the point that I will be posting this review in every site related to Lorex technology. If there is anyone else who has had issues like this with Lorex contact Telemundo Answer also known as Telemundo Responde. They will help with cases such as this.