Lumens

The color sample available on their website did not match what was actually sent. Even though I had the fan installed, they still would not acknowledge the fact that they had a discrepancy between the color on the website and what finish actually arrived. They did nothing for me. Horrible customer service. Will never use them again.

I made a small, one-time purchase from LUMENS back in 2017. At the time I asked their customer service to make sure my name didn't go on any marketing lists. And I thought that worked. Until 2019 when I spontaneously started to receive e-mail marketing from LUMENS out of the blue. Once again, I asked them to stop. And it did until this month – 5 years later – when I suddenly started receiving a HUGE volume of marketing e-mails from them.

On May 3, 6, 7, 12, 13th of this year a LUMENS marketing e-mail hit my inbox. I cannot understand why any company would completely disregard a customer's multiple requests for privacy and why a company selling lighting products has to act basically like the Chinese government in their octopus-like data detention policies. I further cannot comprehend why any marketing plan would be so clumsy that they would actually think any customer would want that many marketing e-mails from any company. LUMENS has permanently converted me from an otherwise satisfied customer to a NEVER AGAIN customer.

Don't give these Bozos any of your personal information unless it is your goal to have your information treated like a commodity and you have a desire to receive unwanted marketing for the remainder of your lifespan.

Ordered 5 lights from Lumens. They arrived promptly and were of excellent quality. Had to send four back as I had been advised incorrectly. Received return shipping labels promptly, and return shipping was free. Only reason for 4* rather than 5* is that it took over three weeks before the credit appeared on my card. Will certainly use again.

After literally ten phone calls and hours of my time trying to correct an error Lumens had made in charging me for an item, I will never use this site again.

Lumens took payment on an item then repeatedly deferred shipping to the point it became obvious the product wasn't available... nor could they confirm it would ever be. This may potentially be fraud?
Avoid this web site.

After more than a month of ordering, i'm still receiving used/returned products for which i paid full price. Their customer service is extremely slow, sometimes bordering on rude. Chat response is always to wait 3-7 days. They never have a resolution on chat. Never send you a transcript. Mail replies are next to non existent.

Ordered 3 flush mount lights despite the poor reviews. Received today. As you can see from pics, came in 3 flimsy pizza type boxes via UPS which were never intended to be a shipping box. They were crushed, torn, open and I am not even sure everything is there. Not UPS fault. LUMENS had no business shipping product that way. Now have to wait til electrician tries to install to see is everything is there and working. I would never order from them again.

On Nov 26, I placed a large order for Christmas gifts for my clients. Over two weeks later, they still haven't shipped my order! And they have been terrible about keeping me informed of delays. I will not buy from Lumens again.

I purchased a light from Lumens and when I received it, it was clearly a very different color than shown on the site. I called customer service, they were very polite and said they would issue a return label within 24 hours. It's now been six days. Since that time, I have called twice and been told sometimes it takes a couple of days and to look for a return email from UPS. NOT! I would strongly recommend you not buy from this company.

I ordered a very expensive table from Lumens. The table leaf does not line up properly with the rest of the table. I was told it was my fault as I tightened the tabletop before installing the extension (I did not). I informed Lumens of this and for months heard nothing. I finally contacted them again and now they say I'm out of warranty.

I ordered a chandelier in December and was not told it would be shipped from Italy. When it finally arrived only half the fixture would light. They promised a replacement and nothing ever arrived. Every time I call I get more lies. Avoid this company.

Returned 2 lights and was only received credit for one. Have called at least 10 times and been assured each time it would be credited within 5-7 business days. Has been 2 months. Fed up. Love the product hate the customer service. I will NEVER shop here again. Tried sending email to the CEO...two different addresses. Both bounced back. Get some customer service Lumens.

Accidentally ordered the incorrect lightbulbs for the George Kovacs lights purchased from Lumens. Was told bulbs are non-returnable/exchangeable/refundable. This company only wants your $ and is inflexible. Will never order anything from them again.

I spent $1300 on a chandelier that was installed and didn't work. It took 3 months to arrive from Spain and then I had 6 months eating in a dark dining room because no one could find a light bulb that would work in it, including 2 electricians and several lighting store managers plus a lot on online research. Service was absolutely non existent. I kept emailing the sales rep from whom I purchase the product for assistance but he stopped taking my calls and not answering emails. After 9 months, I finally gave up and purchased a new chandelier from Restoration Hardware which works and looks much better. This is a Japanese Company and I guess they have no interest in Customer Service and the company's reputation. Too Bad! With all these negative reviews the Better Business Bureau should be involved.

Update to my previous post. My chandelier arrived when it was supposed to (thanks, Ken!) and looks and works beautifully. One of the glass cases was broken - 1 out of 12 ain't bad - and I was able to connect with an awesome customer service rep who has already ordered my replacement part immediately. We got off to a rocky start, Lumens, but you're back in my good graces.

Wow, I've had an impressively awful experience with Lumens. After purchasing a smart ceiling fan last December for our new build, upon installation the fan did not work. Multiple calls and emails went by with no solution until last week, when I was told I could get a refund due to the fan being defective. Great, issue resolved. Then today I get a call telling me a refund is not possible due to the length of time that has elapsed, but a replacement is possible. I've been paying a contractor who can't wait weeks for Lumens to provide a solution, so I purchased another fan. If the fan is under warranty for a replacement, then why isn't a refund possible for a defective product? Wow. I've spent thousands with Lumens over the past few years on two major house projects, but have learned my lesson. Do not buy from this company.

Are they bots or just foreign nationals who are following a script? Just wanted an answer of where to buy a replacement driver for an LED fixture that we bought from this company 5+ years ago. Their original supply failed and was threatening to burn our house down. Did not want warranty. Just wanted to know where to replace the driver (power supply) Still a current product. I gave them the part number. Would not give any answer other than we need an order number. Ugh. Don't do business with them!

Purchased 2 GLO-BALL Lamps. Love 'em.
We did have trouble installing the Halogen Bulbs... very delicate. Lumens sent a replacement and was prepared to send us a whole new lamp. Which turned out not to be needed.
Overall - a good experience for very nice lamps.

I recently ordered two open box lights and one of them was messed up. Luckily I had great customer service from Eric who personally helped me address the issue. It was so refreshing to have someone go out of their way to help me return the item and purchase a replacement.

If I could have given them a negative number I would have. The worst customer service ever.
Won't bend on their 30 day return policy even if the manufacturer agreed that it should be returned. Didn't have the decency to give a return call... sent my rejection by email.
Will NEVER buy anything from them again.

I ordered two lamps on the same day. Because of the pandemic, both items were delayed but one arrived within a reasonable amount of time with no issues. I was able to assemble it without any problems and it looks great. The other one took 6 months to finally arrive. When I opened the package it was missing the template necessary to hang it from the ceiling correctly and when I called customer service, the rep quickly wanted me to reach the manufacturer to deal with the issue! As I said to her, I bought the lamp from Lumens not from the manufacturer and that's why they have a customer service group. The rep could barely give any reason or help, she did not care. I asked if she could email me the dimensions at least and I would build the template, it was like speaking Chinese. Overall, terrible service, not helpful and I would not recommend anyone to buy lamps that may require assistance; if you buy a simple lamp, make sure it has all the parts and that is simple to assemble.

Bought an expensive lamp at a very good price and delivered in a timely fashion! Would highly recommend this company!

I ordered lighting equipment from Lumens on 6/21/19 and it had not been shipped one week later with no explanation. I contacted them by email and a phone call that was not responded to cancel the order and it took two days to get an email saying the items were no longer available from the manufacturer. There are other bad reviews about them so BEWARE. I have not received a refund yet.