Lumens

The most incompetent and atrocious service I've ever encountered. Refused a simple replacement / return of a defective canopy and insisted on sending just the transformer. The most aggravating, absolute worst customer service.

Ordered item they said was in stock. They said will ship 2 weeks later. Now they say backordered and will ship in 2 months. Bait and switch. Will never order from them again. Would give them 0 stars if I could.

They messed up delivery info on FIVE separate orders. I carefully added company name in the shipping addresses and they left it out EVERY SINGLE TIME. All for an offsite renovation so now I have no idea if the subs will be able to find anything. NO customer service - basically a 3 day silence followed by yawning sounds. Perhaps they would be interested in their website glitch? Nope. There are too many online choices to ever buy from Lumens!

Terrible company. Very very incompetent and terrible terrible service. We ordered a desk on July 21st, and it wasn't shipped until August 5th. It was supposed to arrive today, but here is what they told us: (their agents could not read and ship our desk to Portland OR instead of Chicago IL), and now I won't receive it until late next week. So incompetent and terrible. Don't buy from them ever!
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The email from their customer service

Hello ***,

We have been notified by our carrier that your item was incorrect diverted to Portland, OR. Ceva has stated that the shipment delayed and will not arrive in Chicago until late next week, at which time they will schedule a delivery with the you.

I apologize for any inconvenience this delay may have caused.

If you have any questions or concerns, please feel free to respond to this email or call us.
Sincerely,

Lumens Home Delivery
M-F 7-5 PT
*******@Lumens.com
*******164

Made an online order, called them 30 minutes later to cancel order. That was January 6th, the next day we noticed they charged our credit card. I called them back and talked to a customer service person and she told me that they only charge the card when it ships and that it hasn't been shipped, I told her to make sure you cancel the order. Well today January 11th we receive an email saying, (you got it) it has been shipped. Called customer service again today and they told me it was to let to cancel because the order has been shipped. Stay away..

I ordered 2 sconces in Dec for Jan 1 delivery. After 3 delays, I get 1 in early FEBRUARY and the 2nd is another month out - which no one told me. Not even an apology from Customer Service. What a shabby operation.

Run, don't walk, away from this company. The worst customer service and return policy on the web.
Actually prohibit you from returning a DEFECTIVE fan if it has been opened! How would anyone know it was defective BEFORE you installed it! The worst customer service policy.
Wish I could rate it a negative star.

Bought a fan and couldn't return a few weeks later. The fan is a dud. It will require extra wiring. Our electrician said he would need to do extensive drywall damage or go through our roof to get the controls to work correctly. There is NO remote, which would solve the issue. The switch set up is completely ridiculous and will not work in most cases without a lot of work by an electrician. I wouldn't buy from them ever again.

Item hadn't even arrived, I found exact same brand somewhere else 20% off, they wouldn't price match so I canceled, item showed up anyway, then had to make two phone calls to get it returned, tried to make me pay shipping. Representatives were COMPLETELY unprofessional and rude. Website is terrible. Trust me, they resell stuff that other places sell so just find somewhere that actually wants your business. Never again.

Ordered an expensive fan over a week ago. Still has not shipped. No explanation from Lumens customer service. Don't know if I will get the fan or not.

I ordered 2 chairs and cushions. I scheduled to have them delivered today between 9:00am and 1: 00pm.My order was NEVER delivered during the time frame requested. Lumens told me the driver tried to call me but it's a LIE because my phone was beside me all day and I have NO missed calls either. I am on vacation out of the country and for this reason I can't call the toll free customer service phone number from Lumens to talk to them. I contacted tLumens by chat and explained that I needed a non toll free number to call them. They said they don't have any non toll free number which is BS. So I am unable to call them until my return to the US. I will NEVER buy from this site again. I am VERY unhappy with Lumens. And hopefully my chairs nor cushions aren't damaged when they are delivered. I lost trust in this company. I also sent a message earlier today to complain about my delivery issue. Nobody from Lumens has contacted me yet (by phone nor email). Horrible customer service!

I ordered a "console table" from them and the product they sent that cost $1400 was worst than anything they sell at IKEA! Literally a piece of crap furniture, tiny, poor construction, felt like a child's toy.
When I asked for a refund they said the manufacturer doesn't offer refund and there is nothing they could do. I said I would be willing to pay shipping or restocking fee and they said nope sorry nothing we can do! WOW... all I had to say was that their customer service sucked big time, no incentive to make the customer happy, the package had only half a package open and they still refused to take the product back. I got the number of the manufacturer and tried calling directly, there was no answer, went straight to voice mail, no call backs. I think this business is a freaking scam, how the hell is it possible that a "manufacture in Ohio" doesn't answer phone calls or return messages? I'm so upset, they just took $1400 sent me a $#*!ty $#*!ty product and ran. I wish I thought about checking reviews prior to ordering.

We purchased a expensive light that was badly advertised on their web page to find out the fixture doesn't not put the amount of lumens advertised. They won't return, won't give a credit or anything. NEVER DEALING WITH THEM AGAIN!

Paid to have them professionally installed. After 10 minutes realized the had no adjustment mechanism to point downward to patio seating area. Called Customer Service and THEY REFUSED TO ACCEPT RETURN BECAUSE THEY HAD BEEN INSTALLED FOR 10 minutes. Between Shipping, Installation and Fan Cost I am in these two crap fans $1500! DO NOT BUY FROM LUMENS

These people are not the problem, the workers are patient and attempt to help resolves the issue; their problem is the lack of software that permits them to help you in real time. I had to call them six times, SIX! And the issue is STILL NOT RESOLVED. They arrent able to input data on a recent order or change an order that timed out becuase of their negligence, so you are left with the run around of going to do the purchase online then call back. In 2022 who still works like this?
Save yourself the trouble and go to a company that has a reputable customer service and is accredited by the better bussiness bureau, which Lumens is not. The amount of money we are spending on their products should guarantee at a minimum outstanding customer service. Getting a return on a Big mac with cheese is easier and more pleasant than dealing with Lumens

I purchased thousands of dollars of fixtures from their bi-annual sale in 2020. They sent me shades only and said that the fixture itself was not included. They feature the photo, retail price, description and specs of the entire fixture on their website but include the word "shade" near the middle or end of a title. You will then receive a shade with no fixture. I contacted them multiple times at the time and they promised me that this was an error on their part. They said I should have checked the boxes within 30 days of receipt and let them know. I had trusted that the entire fixture was in the box. Now it is 2022, I get an email about their Spring Sale. I go through the listings, many fixtures similar to the ones that I purchased in 2020 are still available "on Sale" and their listing features photos of the entire fixture, a comparison to the full retail price of the fixture, details such as hanging length, canopy width, voltage, bulb type, etc. I contacted their customer service to confirm that these were complete fixtures. I was told that no, these would arrive as just a part of the item and that the rest of the listing, including the description, photos, retail price, etc were "errors." So 2 years later, this place is still scamming people. I asked to speak to a manager. The manager told me that 'there is no scams here" and hung up on me. The manager's name was Jennifer V and the first customer service person I spoke to was Mike E on Wed, 4/20/2022. BUYERS BEWARE. THIS WEBSITE IS A SCAM

Really terrible experience with Lumens. Received an item that wouldn't work and they wouldn't let us return for refund. Avoid doing business with this company! Also very poor customer service.

While the site has a wide selection of products, the return fees are too high. The site states return shipping is easy. I ordered a light and canceled the order several days before it had shipped, however, they didn't cancel the order and stated that they would try but not all orders can be accommodated and that if the order ships, I could easily return the item. So I received the item and promptly requested a return on their website, easy enough. However, the return form did not indicate what the return shipping cost would be. I mailed the item that day via the return label provided by Lumens.com. After a couple of weeks, I received an email stating my return was received, and the return shipping cost of $313 would be deducted from my refund for a light that was $568! That's half of the cost of the light which is really high for return shipping. This all could have been avoided if (1) they canceled my order as there was sufficient time, or (2) informed me of the shipping cost before returning so I could find my own return shipper or resold the item locally. If you are not sure if you like one of their lights, do not buy because return shipping is far to expensive. When I responded to the the refund email stating they did not indicate the return fee and that $313 was far too expensive, I received no response. I would have accepted up to $100 but not half the price of the light that I returned in an unopened box as I no longer needed it. I will NEVER order from here again because of this. Keep your money folks.

Worst product, customer service, and all the reviews on their site are dishonest.
Not sure who their resellers are, but we have had repeated bad experiences

Damaged items, incomplete packaging, poor customer service, terrible all around
DO NOT ORDER FROM THEM

I place on order for two fans on Sunday. I thought about my order and decided on Sunday right after I hit submit that I wanted one fan without a light. NOONE at Lumens was working nor did they answer my try to chat. So I called them at opening on Monday morning to adjust my order and send their customer service and email. I was informed ONCE YOUR ORDER IS PLACED THERE IS NO WAY TO CHANGE IT! Really what is that all about. They also told me I could NOT Return the fan. Buyer beware they say they accept easy returns and are customer centric... REALLY... The order was for 1300 I called my CC company and told them about this SCAM sight. I will be turning the package away and the company has lost me for a lifetime... PS I purchased other lighting from them in the past but the unhappy path for an order is VERY UNHAPPY. Good riddens... made in CHINA anyway.

I am extremely disappointed with the service provided by Lumens. The customer service is one of the worst I have ever experienced. Every time I spoke with someone, they seemed irritable and lacked compassion.

Furthermore, I placed an order for lights in March 2023 with an expected shipping date in May. However, the delivery date was repeatedly pushed back without any apology or notification. Month after month, the shipping date was moved from June to July, then from July to August, and so on. I had to continuously check my account to discover the delays, which lasted for over six months. Frustrated with this ongoing delay, I had to seek an alternative solution, despite already having five lights of the same style in my store. The three missing lights, which were supposed to arrive on time, did not.

When I called to inform Lumens that I no longer wanted the lights and requested a refund, the customer service representative informed me that one of the lights had been shipped. Despite explaining that I had not received anything and that, after eight months of delay, I no longer wanted the lights, I was promised a refund confirmation. However, when I received the confirmation, it was a form claiming that I had reported defects and requesting pictures for a refund. I expressed my disappointment via email, clarifying the situation, but was told they were proceeding with the refund.

To date, I have not received the refund, and the lights that are still in process have not been refunded either, forcing me to attempt to reach out to them again. I am thoroughly disappointed with Lumens' service and the entire experience.

I ordered this and am very disappointed. First of all, there are only 5 levels, it is NOT very specific. Second of all, within 1 week I asked why it is always giving the same number (3) no matter what I ate. They responded "oh it takes at least 2 weeks for the device to 'get to know you.'" I didn't realize this was a thing... so now the 1 month you have to try the device is significantly reduced - BY HALF!

So, given the pandemic and other related issues, time got away from me. A few weeks later I realized, I hated this device. It told me 3 almost no matter what, unless I had barely eaten anything for 24 hours, then I would get a 1 or 2. I never got a 5 even when I seriously overate...
So it is a seriously flawed product that needs a lot of work, still. And when I messaged them to return it, they refused to take it back! They said give it to someone else! Why would I want to give a silly expensive device to someone else? Please take it back! Nope.
What a scam! So after 6 weeks I reached out and they REFUSED to accept the return, saying I had missed the 4 week window of opportunity. Any company that stands by its $500 product is not so desperate that when someone is 2 weeks late to return the device, and there is a record that I was having difficulty with it after 1 week... they will not accept the return. Raises a huge red flag. STEER CLEAR AND SAVE YOUR MONEY!

Absolutely ludicrous so-called company. They ship to the wrong address and don't even bother to fix their mistakes, lying straight to you over the phone. Don't waste your time or money.