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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.
This company does not typically respond to reviews
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.
Related to a full house renovation; I have purchased a significant volume of lighting and plumbing online, including from Lumens.com. Overall, I have had excellent service. By far the worse experience has been through lumens.com. I can highly recommend build.com, quality bath and/or newyorklighting.com. Lumens.com does not have the best prices; gave me a 'promo' gift certificate of $50 that would not work on any purchase, despite several emails (internal folks) trying to get it to work. Worst of all is two open box purchases. One fixture was not at all as described ('shimmering gold threads through the glass' on a light fixture~in reality was white bumps on very cheap glass); I emailed immediately and no negotiation around credit or return. The other 'open box' was 45 days after purchase. When installing a monopoint light, my electrician pointed out a broken pin (smaller than 1/4 inch square). Apparently, when 'inspecting for damage' I am supposed to be able to spot this as a lay person. In both cases, lumens.com refused to allow any return policy, even when I offered to take it as credit toward replacement pieces. Overall, this cost me over $1000 in loss. Again, I have spent thousands. Delete lumens.com from your online searches.
I placed an order about a week ago with Lumens Lighting & yesterday charges from local Sacramento Dominos & food jet as well as phone services to correction facilities appered
On my credit card.
STAY AWAY!
WE WOULD GIVE THEM ZERO IF POSSIBLE. SHIPPED DIRTY, USED, RETURNED ITEM TO US AFTER WE PAID FOR A NEW ITEM. SEVERAL HOURS OF PULLING TEETH WITH THEIR "CUSTOMER SERVICE." OFFERED A "GENEROUS" 4% OFF DISCOUNT FOR THE DIRTY FAN. WE CANCELLED AND AFTER ANOTHER HOUR--VOILA EXRA EXPENSIVE SHIPPING LABELS AT YOUR COST, NOT FREE RETURNS. NOT SPEEDY DELIVERY EITHER. ANOTHER ITEM THAT HAD TO COME SEVERAL DAYS AGO NOW SHOWS DELIVERY IN WEEKS.
DO NOT WASTE YOUR MONEY AND TIME WITH THESE CROOKS. THEY MISADVERTISE ON THEIR WEBSITE--70% DISCOUNTS--BS--GET FROM HD FOR THE SAME "DISCOUNTED" PRICE WITHOUT THE HASSLE AND THE LIES. SUPER HIGH CUSTOMER SATISFACTION--ANOTHER BIG BS
They deducted a huge amount for return shipping costs which is more than the UPS cost. Lumens deducted $42 for return shipping cost for a 6 lb box shipped by ground. Customer service is not friendly.
Products used:
Outdoor sconce light
Stick with Amazon, poor customer service for returns
Sales rep supervisor was rude and unhelpful, stick to larger companies m more flexible with their returns
Order a light, they placed a hold on my account and gave me a confirmation email and I called three days later to find out it was on hold and they never informed me. Worse service ever!
Buyer Beware! They sell things they do not even have in stock and then claim they are ‘special order' and they will not refund/cancel! This is fraud plain and simple.
WORST CUSTOMER SERVICE EVER! Do NOT order through Lumens. Incredibly bad experience. I ordered some high end and expensive leather bar stools through Lumens. The legs of the bar stools were too long even though I measured in advance of the order, but measured to the wrong spot on the stool -- a little hard to do when it is all remote and you don't have the product in front of you. When I called Lumens to exchange the bar stools for the same stool with the slightly shorter leg, they informed me that my barstools were not returnable and that is was clearly noted on the website. NOT! And regardless, that is outrageous that an expensive product (4 barstools at $711 each = $2,844 plus shipping and handling!) and one that requires exact measurement which did not have great directions is not returnable. Shame on me -- I did not even think to check as it is industry standard to have a high end, luxury product to AT LEAST be able to exchange. I wasn't even asking for my money back and offered to pay the return shipping fee. Horrible customer service and I feel completely ripped off. Hold times were extremely long and very unhelpful customer service who told me is "not nice" for me to post a bad review. Buyer beware - this is why Amazon will kill off the small specialty retailers with terrible customer service. I hoped to support them but now I am stuck with a $3000 purchase that I can't use. Feeling sad and ripped off.
Tip for consumers:
Don't order anything through Lumens.
Lumesn.com is well organized and the search feature is very useful. Every product has an "availability" tab to give you details of delivery. They also have an extensive stock and decent prices and most every light has some configuration options. However...
After considering lighting options for a week across multiple sites, I ordered 4 pendant lights from Lumens.com that, based on the the availability tab for that product, would be ready to ship in about 4 days. Which is great, because we are remodeling our kitchen and had to do a complete change on island lighting after increasing the length by 4 ft. We needed the lighting in a somewhat timely manner. So I was thrilled to settle finally on these 4 pendants.
About a week later... the day I was expecting the lighting to ship... I received an email stating that the lights would not be available FOR ANOTHER 9 WEEKS! Who ever wants to order an supposedly in-stock item on line and WAIT for 9 weeks. Seriously, I could have had lights made by local artisans faster. In fact, that is what I ended up doing. I basically had the glass blowing artisans knocks off the Lumens product (ish) for the same price. And I'll have everything in 4 weeks AND it will be custom.
So yeah, Lumens lost my $$$. Which is a shame because I'm remodeling my entire home.
Interesting point to note... that product is STILL showing as ready to ship on the Lumens.com site.
SUPER BAD INVENTORY MANAGEMENT AND UNREALISTIC PROMISES MADE.
I bought 3 chandeliers with them, 1 came broken and customer service said they can't do anything about it and didn't offer any solution.
They sell open box items. They get away with this by not using the word "new" on their item descriptions.
Light fixture broke after a few months. Company will not provide replacement. Horrible - will never use this vendor again.
I prepaid through PayPal for 4 lights special order. Lights are fine. Lumens took prepayment in June. Out of the blue on 10-17 I receive 2 notices from RFGI collections. WTH? Order was prepaid. Takes 1 week for Lumens to admit THEY FAILED to collect sales tax (100%) their fault and their 1st move was to send to RFGI collections. What BS. I disputed with RFGI, reported to Consumer Affairs and the CA Franchise Tax Board. CA sales tax law: if merchant fails to collect, consumer to pay directly to FTB. After all, this or another company could be going out of business and who knows what they would really do with the $$ now. Also PayPal refused to help them, which also makes you wonder what is now going on. AVOID AVOID AVOID especially special orders as they may be having cash flow or operational problems. What vendor really "forgets" to collect sales tax? "Ryan" at customer service emailed me to say that "We have researched and can not find why this happened." NOT A BUSINESS WITH PROPER BUSINESS PRACTICES and they will try to RUIN YOUR CREDIT.
Tip for consumers:
AVOID their Customer Service and Operations departments have big problems
I purchased 3 vanity mirrors with LED lights on May 5th. Shipping company dropped the ball and when it was scheduled for delivery, they said it wouldn't be delivered for several weeks, at least.
When I called Lumens to cancel the order that I didn't received on May 18th, it took until May 24th before I received email that Refund was 'in process'. I called on June 1st asking about the refund, which hadn't been processed yet, I was told would take 5-7 business days for accounting to credit refund, once the refund is approved. This was after a 30 minute hold time, and I had to get irate on the phone to get anywhere.
Finally, credit was issued, but, in my opinion, this only occurred because I constantly called and asked for a supervisor. The supervisor, Temo who was in shipping, not even in the return or credit department.
All I can say about LUMENS is that they sell high-priced items, with little or no customer service. Poor or no follow-up and to get a refund takes at least 2+ weeks with constant calls and emails. They don't return phone calls, or emails. You need to wait on hold for a minimum of 30 minutes and then you get the run around.
NEVER would I purchase anything from LUMENS. I suggest if you purchase items and you don't receive the items, when promised, that you're prepared for a long process to get a refund.
Tip for consumers:
Lumens is worst customer service. Lack of professionalism and refunds take forever.
Products used:
Kohler from another company
We bought an overpriced sconce. When it arrived plastic cover was damaged. They made it difficult to geta replacement.
We ordered a fan from lumens.com and after installing it found that on medium and high speeds makes a loud whipping sound (like a helicopter) and the light randomly turns off. We chatted with someone at lumens and they said since we installed it they could not take it back. They said for further assistance we should call back during normal business hours to talk to a supervisor. When we called, the person we talked to would not transfer us to a supervisor but told us that if the manufacturer said it was defective they would take it back. We contacted the manufacturer and they asked us to to make sure the fan was balanced (which we did, and it was) then they asked us to send them a video of the fan making the noise. The response we got from them was that the fan was functioning normally and that sound was because the fan was so powerful (it moves no more air than any other fan in my house so that's not really a valid excuse).
After all of our time spent on this fan we decided to write a review on the lumens site about this fan so that others knew what to expect. We were not negative in our review and only stated what was wrong with the fan and explained the process with the customer service for both companies. We also included a link to the video we sent to the manufacturer since their site allows for videos with your review. It's been over a week and they still have not posted our review even though we received an email asking us to verify that we purchased the item and posted the review. I understand they want to monitor their reviews but nothing derogatory was said in our review so now it just seems like they are trying to make their products (and themselves) seem better than they are.
We are very unhappy with this company and would not recommend them to anyone.
Made a purchase in November and shipping was terrible. Purchase from another website at all costs. This was my first and last order with Lumens.
They delivered a broken item that was white glove delivery and battled with us for month to take it back
I have tried repeatedly to unsubscribe from Lumens never-ending emails. They simply ignore the requests.
Tip for consumers:
They never stop sending emails. I have called. Hit UNSUBSCRIBE dozens of times. They simply never stop
I ordered a 80" light/fan (Windflower Smart Ceiling Fan by Modern Forms
Item #: MFM*******) which came with a faulty wall switch. They said they needed 7 Business days to approve a new switch and another 7 Business days to send me a new one. They expected me to wait 3+ wks. For a new switch? I did not want to wait 3 wks and wanted to return it, but they would not let me return it because they said it had been installed. Well, I replied, the electrician would have no idea it was faulty until he hooked it up (obviously).
I also ordered a flush mount foyer light (Clizia Wall / Flushmount by Slamp
Item #: SLA*******) it is very cheaply made plastic with crack marks, don't waste your money.
I also ordered a chandelier (Ethan F2629/8 Multi-Tier Chandelier by Generation Lighting
Item #: R*******). I was temporarily lost, Lumens had trouble determining who the shipping company was, once found, it arrived a week late and it could not be delivered to my home because it was delivered via 18 wheeler so I had to meet the delivery company to pick it up from them and the box was damaged. After the experience with the fan and the flushmount, I decided not to take a chance and returned the chandiliar without even opening the late damaged delivery.
Wish I would have seen this site before ordering from this company. When I discovered their reviews, their were 78 reviews, 70 were one star
I have pictures but do not know how to convert them to required form to download. Available upon request
Tip for consumers:
Don't waste your time or money
Products used:
None very disappointed
I will not do business with this company again. I placed a large order online for approx. $900 in products. I received an email confirmation of everything that I placed. A week later I go online to view the status of my order. To view the status, you enter your order number and your zip code. Nothing comes up. Their website tells me that there is no order in the system with my information. So, I send them an email requesting the status of my order. 48 hours later, absolutely no response from them. So, I call them up and after speaking with a rep who tells me that he sees that I got an email confirmation, but he's perplexed that he can't find my order in the system, he puts me on hold for no less than 20 minutes so he can research. He then comes back and tells me he has to research further and he promises I will get a call back by the end of the business day after he's had a chance to research. 48 hours later and no response from them whatsoever, no return phone calls. So I call yet again, explain the same thing again to a second customer service rep who still has no answers, and this conversation lasted over 20 minutes from beginning to end. So, they place my same order all over again. Mind you this is about 2 weeks after I placed my initial order, so I place the order again with the rep on the phone, he gives me the same discount I had before (I purchased when items were on sale) only this time he tells me we are now charging sales tax in the state of Wisconsin. I said two weeks ago you weren't, and you should honor my original order that I placed and the exact pricing due to the situation that was no fault of my own. He said he will have to speak with his manager to deduct the additional $42 I'm now being charged in sales tax in comparison to my original order two weeks earlier that they "lost" in the system. He told me he will have to call me back. I'll give you one guess what the outcome was. NO RETURN PHONE CALL AGAIN. I took my business elsewhere. I wasted about 40-50 minutes in phone calls to this company all of which was just a complete waste of time as the end result is nothing. I will never do business with this company again. They lack customer service skills and that, my fellow shoppers, doesn't bring back repeat customers. Avoid at all costs. I got better pricing elsewhere anyway.
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.
