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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.
This was originally a product defect issue but is really a customer service issue due to how Lumens handled it. I ordered over $3000 of fixtures from Lumens for a remote vacation home renovation. All fixtures needed to be on the job way ahead of installation due to the remote location. Because of this, by the time the fixture was installed and my electrician diagnosed the problem with it, it was out of warranty by about 6 months when I first contacted Lumens. We all know that a company can make a customer service decision when there are mitigating factors like this but Lumens chose not to and to keep repeating that it's out of warranty even though this is still a current product and I really had no way to know the fixture was defective while the warranty was still in place. Lumens referred me to the manufacturer, Artimide (completely unable to reach someone there). When I finally got a call from Artimide, they said that their agreement with Lumens is such that Lumens handles all customer service and returns. A Lumens rep finally was able to reach Artimide on my behalf only to offer me to a part number to buy (my expense) so that my electrician could rebuild the fixture (at my expense). It turned out to be the wrong the part, not for my fixture at all. Additionally, Ive paid my electrician for several visits now to diagnose this problem and he informed me that he has better things to do than rebuild a light fixture and the company should really replace it since it was defective to begin with. They have refused to replace the defective fixture. I asked for a Lumens manager who had the authority to make a good customer service decision and was treated very curtly by the woman who took my call as she refused to do anything for me other than allow me to order another part and pay my electrician to attempt to rebuild the fixture. So disappointing as I've given Lumens a lot of business over the years and had planned to order for my next job through Lumens but won't anymore.
Lumens customer service is standing by the fact that its out of warranty which is technically true but ignores many mitigating factors including just taking care of a good customer. Im in business also and would never lose the goodwill of a good customer when I have the opportunity to just replace a defective item and make them happy about doing business with me.
Ordered a pair of sconces that were marked IN STOCK. Turned into 4 weeks which then turned into 13 weeks. TERRIBLE!
I enjoyed shopping on Lumens because of their low prices and awesome quality.
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.
