Lumens

I made an order 6 months ago. They said it would take about 6 weeks. After 6 weeks i got an email that the shipping date is postponed for another few months. When that date arrived, I got another email that its postponed again. After a few days i got an email that the item is discontinued. The email said that since i didn't receive the order i wasn't charged.
But...i was charged at the same day I made the order.
They did not bother to refund me automatically so i entered a chat with costumer service. They asked for my details, then asked how can i help you, and disappeared. I had to give them a phone call. Now lets see how long will it take to receive my money back.
Btw i had a former bad experience with them a few years ago, i tried to give them another chance but thats it. I very rarely write reviews, especially negative ones but this is outrageous. Just Don't.

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.

After purchasing thousands of dollars of furniture and lighting with them (since 2019) I can say they have really hit bottom. We purchased a set of 6 Herman Miller Eames dining chairs. One recently broke due to a flaw. We reached out to their customer service which in the past has been 5 Stars and spoke with Hannah Kozal regarding the issue. First, she insisted we were not entitled to any replacement. We explained the warranty indicated we were still under through January 2025. Hannah said she'd need a few days to research it. Since I had a copy of the warranty from Herman Miller I shared it with her. "Okay," she admitted. "Email us pictures of the issue and we'll send out a replacement." We did just that, and Lumens confirmed that the "replacement" was authorized with a shipping date of 11/27. I reached out on 11/29 to find out the status and was told it was coming. No date. I reached out again today, 12/3 and was told I was not getting a replacement but replacement parts and "sorry we forgot to tell you they're arriving on 12/19." PARTS? It's supposed to be a REPLACMENT chair. After going back and forth with Hannah Kozal for nearly 40 minutes sharing my communications she said I'll send you the "ORIGINAL" email sent to you about the parts. I opened up the email she just forwarded to me and discovered that the "Original" email had been altered. The "Original" email had a completely different shipping address vs. the new "Original" one forwarded. It was such BS. She is supposedly a Customer Service Supervisor at Lumens. It's really quite sad to see a company that was stellar at one time stoop to this low point. I don't know what other recourse I have to complain about the company so that others who might be considering a purchase from them will be aware

Date of experience: December 02,2024

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.

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.

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 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 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.

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.

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.

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.

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.

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 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.

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.

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.

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.