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Lumens has a rating of 1.2 stars from 104 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers complaining about Lumens most frequently mention customer service, and ceiling fan problems. Lumens ranks 275th among Lighting sites.
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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.
You would never expect the amount of hassle and struggle lumber will put you thru just to order a few counter stools. And the I don't give a f with their customers service team headed by this guy name Ryan and everyone there, this is a messed up place.
Should you ever be interested in placing an on-line order with this company, think about it several times and don't hold your breath, you will wait at least two weeks before they even pay attention to your order. They have the worst customer service and employee attitude I have experienced in any company. No idea how they can stay in business. If you live in the Guadalajara area, you are better off visiting La Bauhaus which is only half a block from this company. I would not recommend doing business with this company under any circumstance. A star is the most I would rate this company and it is too much. Not ever considering ordering from this ever again. Good luck in having someone ever answering an e-mail or answering a phone.
We placed a large order and one of the parts with very small value compared to the entire order came broken. We asked for a replacement and they sent us the wrong part, too small. We asked for the part yet again at which time they told us we had to buy it as too much time had elapsed. Despite our attempts to explain several times the whole sequence of events all we got is that we had to pay them for the part again, basically to pay them for their mistakes. Terrible customer service.
Products used:
Lighting fixtures, kitchen and bathrooms
I would give them a negative star if I could. This is the worst company that I have ever dealt with. The customer service is terrible. They put through a charge on my debit card and then cancelled the order and now are refusing to credit back my account nor put the order in for shipping. When called the customer service rep pretty much said "there is nothing I can do for you". So now I need to wait another day to dispute this through my bank. They are a scam-warning-don't do business with them.
I, admittedly, made a mistake when ordering two ceiling fans during a 20% promotion. Lumens has now positioned themselves as a third party, not responsible or able to remedy a problem. They are accepting my undamaged/unopened return at a 50% PENALTY. The two items were NOT part of a closeout sale, just a holiday promotion. Their unwillingness to work with somone is truly the worst customer service experience I could have imagined. It is also fantastic that they are charging me the shipping cost to return the items. I will never do business with this company again and will discourage anyone from doing the same. I am in a business of constantly referring people for supplies/materials and resources for houses.
Unless you have no other choice, do not work for this company. They WILL do the following: Change your schedule w/o notice just days before you're to take vacation. Get an occurrence for not being able to login because their systems are down, a family members dies (yes, you will get an occurrence if someone you love dies... it happened to me!), the Avaya phone system is having issues and/or your issued PC crashed or fails.
I honestly cannot think of anything positive about this company. Their service sucks, the supervisors are brain dead and inept, and they lack any sense or morals.
I say this will everything pure that I have in me! This company is satanic!
Dissatisfied with $50 return shipping on two expensive pendant lights ($900) so I am letting the public know! I will never shop sight unseen for something so important.
Sweet customer service lady said that they sometimes do waive the return shipping, but they weren't going to for this. I wondered why she even told me they sometimes do for some customers.?
Don't fall prey. Go to a real lightening store and inspect your purchase. Lighting to so important to your room. Why I thought it would work as an online purchase was totally my mistake.
Horrible customer service.
Ridiculous return policy.
Never buy from them again.
No follow up on orders. Take forever to send you return labels then when you send back to them, good luck getting your money back.
Pretty much a scam site would not recommend them to enemies.
A $1000 nonreturnable chandelier was shipped to the wrong freight forwarder. When I called Lumens the agent acknowledged the error was due to the fact the shipper did not get the correct information in time. Due to Lumens error or negligence in following up, I have the choice of paying an extra $900 to ship the chandelier to the Caribbean or leave it with the freight forwarder to dispose of. Lumens will not accept a return. Mistakes happen but reputable business take responsibility and help their customers to resolve issues fairly. I will not be ordering from Lumens again.
I ordered a rail lighting system from Lumens. The experience has been a nightmare. First, the rails failed to ship, and it took weeks to get a replacement. Then, the electrician discovered that the sales person failed to include a critical component, then one of the lighting fixtures arrived damaged. Two weeks to even get a response on a replacement. Now, I'm told it will be three months before the replacement is even scheduled to ship. Thousands of dollars for a crappy experience. My suggestion is to avoid Lumens and try Lighting New York instead.
Ordered a very expensive lighted mirror that arrived with all 4 corners cracked. I did not open the box within 48 hours and the company refuses to issue a return or refund. In addition, I had ordered a different mirror and there was a 5 month backorder. They almost refused to cancel the order. They have very poor customer service particularly when something arrives damaged. Would not recommend this company.
I suppose you'll never give your money back if you returned anything. They told me the money will fall back to my account but I waited for a month and they took the money anyway. Two times in a row. Had to dispute with bank. A waste of time and energy!
I have no idea how this company is still in business. The statistical probability of this many incompetent people combining to work in a single company must be low enough that the only explanation for the sheer horror of dealing with them is that they are intentionally screwing with customers. Every single aspect of my still ongoing saga is somehow worse than the last. I would give them an F- if it weren't an insult to the letter F or the negative sign.
Ordered a lamp that was said to be "in stock" on the website, I paid the price in full and waited patiently for the order to be shipped, 3 days or so pass and silence the item still is not shipped, in the meantime I shopped around and found a price cheaper than lumens and requested a price match. Which apparently is their policy... the same day I request a price match I find my order to be " cancelled due to discontinued item by manufacturer". Still waiting for a refund, I contacted an online agent who abruptly ended the conversation after I questioned why my order was cancelled. I was able to order the exact same lamp from a different company for an even cheaper price and the order is already shipped and on it's way over. Unfortunate experience.
When I reached out again recently, Lumens let me know they were unable to obtain the part from the manufacturer, so they offered to send me a second lamp completely free of charge. I felt that this was a ludicrous solution and bad for the environment, but generous on their part and maybe the only way to get the part I needed, so I was appreciative of the offer.
I ordered a large floor lamp in March. It arrived in good condition and I was pleased with the quality. It was difficult to assemble but I eventually got it all set up. However, I could not find the tiny Allen screw that connects the knob to the on/off switch. It looks tacky without the knob and it's awkward to turn on and off. I called Lumens and at first they suggested I look for a replacement online. I tried but it's nearly impossible to find tiny screws that are just the right size. So after a fair amount of bureaucracy and more waiting (days), I was told they would replace the Allen screw at no cost. (This is a part that costs no more than a few cents.) They told me to expect it in April. A few weeks into April, I received another message saying it would be sent on July 1. July came and went... no part. I'm not confident I'll ever receive it. I could return the whole lamp for a replacement, but I no longer have the packaging and I shudder to think what it would take to take this one apart, pack it, ship it (it's heavy), unpack a new one, and assemble it all over again. What a nightmare.
Bought a $600 ceiling fan for new construction project and got a "free" $70 table fan. Had ceiling fan for a while before installation. Once installed, remote NEVER worked right. Lousy customer service told us the fan was discontinued because of problems with remote! Meanwhile, our warranty had run out, so even though the company knew they sold us a defective product, they did not stand behind it! We paid $600 for a $70 table top fan. Don't know how they can sleep at night. Brand- Minka Aire, bought from Lumens.com. Never again...
Ive joined Lumen several times with no success. I have my filters set at 40 miles. They continuously change it to 100 miles. I contacted customer service and was told that they feel i am missing out on good people that live farther. No i have it set to 40 because that's my limit. Its terrible.
I highly recommend never ordering from this company. They have the worst company service ever. I ordered a product which I called within 18 hours to cancel because they couldn't tell me when I would get it or how much the duties might cost and they said it was too late. I then received the shipping notice 8 hours later. The people I talked with rude and very unhelpful. I decided I still want the lights but out of spite I will eat the shipping cost and send these back. I refuse to give this business my money. I will order them from a company I respect and will never recommend this company to anyone. If there was a rating less then 1 I would give it to them.
Don't trust this company! When I ordered two pendant lights on Nov. 2, I was told that the order would ship in 3-5 days. This was critical since I am having 22 people over for Thanksgiving. I even was going to pay $50 for 2-day shipping to ensure it arrived in time. On Nov. 9, I received an email telling me that it wasn't going to ship until Nov. 16 so I called Lumens.com to get more info. I was told that they are a third party reseller and when orders ship is not their problem. When I asked them to at least pay the $50 for the 2-day shipping, I was told that their "policy" is not to do that. If customer service is not their focus or problem, why would you want to do business with them? I will never do business with them and if you're looking for a company that has your back, GO SOMEWHERE ELSE!
Ordered a $2800 Artemide floor lamp from Lumens. Lamp arrived pretty fast. Packaging heavily damaged but lamp seems fine. Noticed that a LED bulb was missing and notified Lumens. Checked twice since and getting same reply that the replacement ( not the accurate term since it was not supplied) is pending approval. The bulb is a $5 item and considering the price of the lamp they should send a messenger delivering the bulb. Would never order again from knowing how the ( don't) take care of issues.
Tip for consumers:
Order from a different vendor
Products used:
Still waiting for the bulb
DO NOT use this company. I ordered a ceiling fan in March it arrived fine. But now I am receiving additional charges, same amount every time, $25.45. I contacted Lumens and their fraud squad, I was told I hadn't paid the full balance. This is not true. The charge from May was removed, but today a new charge came through. This company is a scam.
Tip for consumers:
Do not use this company It is a scam
I received a catalog in the mail to my HOME ADDRESS with my name and the name of a company I worked for over 10 years ago. This is ridiculous. My home address and the company was only associated through payroll. I never combined the two otherwise. I never ordered anything from them and will never order anything from them. This is an unwanted solicitation with suspicious and privacy violation acquisition of my personal information.
Products used:
none
Ordered fan. Does not function properly. Blades move slowly. Does not move air. They state that since it had been installed can't return or replace. How are you going to tell if an item is nonfunctional if you don't run power to it?
I ordered two fixtures and only allowed to do the 2 day shipping option. One arrived promptly and the second has yet to arrive (3 weeks later). The lighting was crucial for my house sale. I explained that my timelines are tight and I need this ASAP. All they did is contact the vendor, wouldn't guarantee when it would ship out, had no explanation for why it had not, offered no compensation given the huge shipping cost to Canada, AND a supervisor never bothered to follow up. DO NOT trust this company!
They showed on line that the lights where in stock charged us when we placed the order, they told us the lights are back order for a month then a few more months now 6 months and now they said another months what a way to do business
I placed an online order and literally called Lumens within 2 minutes to cancel the order. I was told the order didn't make it through the system yet, I needed to call back in an hour in order for them to cancel it. I called back exactly 60 minutes later talked to someone who told me she cancelled the order. The next day, I get an email confirming delivery of the order that I called twice to cancel. I called Lumens and told them that I had cancelled the order and it never should have been delivered. The sales person on the line said, she had no records of either of my calls and it would cost me money to send the items back. And yelled at me on the phone call. I asked repeatedly to talk to a Supervisor, I was placed on hold twice and never transferred to a supervisor. I would never use this company for any orders ever again. Worse Service Ever!
Lumens is North America’s premier destination for modern lighting, furniture and décor, serving trade and contract professionals as well as consumers. We travel the world to source from 350+ global design brands, curating a product assortment that features iconic designs as well as the latest in contemporary interior décor, including exclusive pieces that can’t be found anywhere else.
The Lumens mission to inspire and connect the world with good design has led the company to be a pioneer of innovation, delivering a best-in-class customer experience through our website, editorial content, customer support teams, dedicated trade program and print publications. Our US-based design experts and product specialists, with professional certifications and decades of combined interior design knowledge, are ready to help you over the phone, email or online chat.
Founded in the San Francisco Bay Area, both Lumens and YLighting were leaders in bringing the best of the design world online, enabling consumers and the trade to easily source brands and products that had previously only been available through design centers and showrooms. Lumens continues to bring our customers the best of the design world today, with new brands and products regularly added to our offering.
