"Bought lw3211 ANALOGUE camera to use with existing analogue system looked at spec online and although there are contradictions in the spec it appears to be a standard analogue bnc connection until you find the tiny print on the BOTTOM of the box that it will only work with some Lorex dvr's obviously not an industry standard analogue output wasted my time as i said a toy"
"The camera system itself was good for about 1.75 years but when I started having issues trying to contact anyone at Lorex plan to set days a side trying to talk to someone no matter getting it resolved. Finally they said they were sending new power supplies 3 weeks later still not shipped. I phoned to see where they are at they said it would ship in a day or two but that what they said a months ago. Two days later I emailed and phoned saying to more power supplies went and they said okay they will ship complete as the other one hasn't shipped yet. Phoned today Dec 12th and they said that it will be showing up tomorrow. Only to find out they only shipped one and not the two others I ended up phoning and emailing about back on Nov 9th. "
"Purchased the system at BJ’s wholesale club Jan 2017 (I cannot believe they sell this crap to begin with) 3 out of the 4 cameras failed within the first 7 months, one of the replacement camera failed again and it’s over 3 weeks that I opened a ticket, and spent 2.5 hours on the phone and still no resolution. They said that they were going to call me back but they never did. I’m going to tell BJ’s to stop selling this crap.
"Don't buy their products. They have HORRIBLE Customer Service. I bought a system last week and it arrived defective. A camera bracket was broken and they said they don't cover brackets under warranty. I called them less than 12 hours after I received it! How can it NOT be under warranty? They ship defective material and think they can get away with that? I'm filing a claim with the credit card company to refund my purchase price.
Twice on the phone 35 minutes to Customer Service and they won't replace the broken bracket!!!
Don't put your trust in this so called Security Company.. They're as bad as crooks!
Check out their "F" rating with the Better Business Bureau. That should be a warning to you too!
"We purchased a security system with 8 cameras after our garage was broke into twice. Guarantee no one will step foot on our property after this was installed without us knowing. When they say night vision....Part of our property is so dark a bat would get lost but with the cameras we got from Lorex....Midnight videos look as clear as daytime. Excellent choice."
"I never believed my coworkers and college when they told me about the bad customer service that Lorex will provide until I had that experience myself. I purchased over 20 DVR system from Lorex before (mostly from Costco), but because Costco had an outstanding service I did not had any issue before. But when I had a problem with an order from Lorextechnology.com the customer service was horrible. I will never order from them anymore "
"The product works well, however, I have one defective camera. Their customer service is extremely poor, logged a ticket Sept 30 and a month later no response, I just want to exchange the defective camera. I was going to spend $3k on another system for my other property and have decided to wait and find a better solution."
"Ordered two systems, the first was ok. The second I received the WRONG CAMERAS and for the last TWO MONTHS I've been calling and emailing constantly to have them switch these incorrect cameras for the correct ones. Absolutely appalling customer service runaround."
"I ordered a camera from Lorex along with a second camera. Once the cameras had been shipped, I received a box from Lorex containing only one camera. The attached Lorex invoice showed all cameras were allegedly shipped. I retained the shipping invoice for verification and the shipping weight easily confirms this and can be verified by UPS.
On Sept 21 2017, I completed a lorex help ticket (which can be verified by Lorex and screen shots I took) and was never responded to.
On Sept 25 2017, I bumped the ticket again and received no response from Lorex.
On September 28 2017, I called lorex (verified by phone records) and was told the camera was not currently in stock and Lorex will not receive anymore in the "foreseeable future", however, Lorex further explained they would find a suitable replacement and send it along with a confirmation email. It was nice that they confirmed the camera was not shipped due to a back order issue.
I later received an email from Lorex telling me that my ticket will be closed in 48 hours due to me not responded to the ticket. I viewed the ticket and it only shows "assigned to agent" with no other information or requested action on my part
On October 3 2017, I had not received any cameras or any emails. I again called lorex (again verifiable by phone records) and was on hold for 1 hour and 36 minutes (screen shot were taken for verification) and was ultimately disconnected without speaking to anyone A check of Lorex website shows the same camera was in stock and still for sale and has not been removed.
On October 4 2017, Lorex finally responded to the ticket with "In order for us to continue with the escalation process we will require the camera exact model that you missed. Also we recommend that you reply with pictures of the cameras you didn't receive." I responded to Lorex explaining the information was in the original ticket and further commented on taking a picture of a camera that I did not receive.
A week later and after several phone calls with no response from Lorex, I responded to the Lorex ticket system and requested a refund due to Lorex not shipping me the product and Lorex failing to contact me.
On October 13 2017, Lorex responded to my request with the "it's on back order" and "We may still have these cameras available at 3rd party stores like Costco, Walmart, Sam's Club etc, in case if you are still interested in this product."
On October 14 2017, I received a email from Lorex with "Dear Xxxx Xxxxxx, Your Lorex return has been approved for the following item(s): FLIRCare-399 × 1 LNZ3522RB × 1 A pre-paid UPS® shipping label has been generated for you. Please print this label and secure it to your return. This label contains all of the information needed to get the item(s) back to us." I responded to the email explaining that I had not received the camera and again asked for a refund.
On October 15 2017, Lorex responded with "Upon verification, Since the cameras are in back order status and due to the fact that you want a refund to be done. We have submitted a refund process under the reference number xxxxxxxx. You will also be receiving a return label from UPS so you can return the item back to us. Once it arrives to our warehouse it will take between 10-14 days for the refund to be shown on your bank statement."
To this day, I do not have a Lorex camera to review. Why I did not check the BBB page before I do not know. As others have stated, Lorexs has no customer service and seldom answers the phone or responds to Emails."
"ordered a security camera system from Lorex.com. Lorex advised system was backordered will ship in 2 weeks. Call backed in 3 weeks, since I did not get any notification. They advised system is in will ship immediately.2 weeks go by, still no system. Had to call them again, since I did not hear anything. They advised system backordered will ship once it gets here. They initially would not give me a date, when pressed they said will be sent in 2 weeks. Never got item, cancelled order. If you get a backorder from Lorex cancel immediately, they will just string you along and never notify you. Customer Service is horrible. "
"After 8 months I started loosing the cameras one buy one so when only one out of four was working I called customer support / tech support. 5 day later after several calls the determined the cameras were not working. So Now I have to call back customer support and jump through hoops. First problem is you cant understand them nor they you. I asked to switched to a US customer service and they informed me they have none I asked where they were they said Columbia and had no other number. I asked if they have a corporate number they said no, but how ever they told me there company was in Canada. Ok so we had over an hour very hard conversation finally they switched me to another person on hold for another 40 minutes and got disconnect. In short worst customer service encounter I have ever had. I don't know if they are try to dissuade you from returning the camera or they really are that incompetent . Never again."
"I purchased the latest wireless security system which included battery operated cameras so totally wireless. Long story short I called customer service because I could not get the motion notifications to stop coming to my phone. I tried the DVR interface which gave me no option to turn off and the IPhone app had an option but would not work. So after spending 20 minutes with support guy he finally remotely accessed my computer to try to solve the problem but then said "oh you have a Mac, we do not have software for the Mac yet!! WTF Apple started in 1976 and they don't have software. Then I googled it and found you have to turn of the notification permission in the IPhone app problem solved!
"Purchased a Lorex system with intentions of monitoring our elderly parent. After two months one camera started freezing. Contacted flir Lorex about problem and went thru three months of "trouble shooting" before they had me send the faulty camera back. The email I received said to return the complete faulty camera including power supply cord.
Two weeks later camera arrived without a power supply cord. Contacted flir Lorex and was told one to be sent out within 4 business days (as of this review still no cord...3 weeks) no contact from customer support, no return emails, nothing. It has now been four months and I now find out that the system is discontinued so expansion is not an option and further warranty work probably a no. Do yourself a favor and look elsewhere for your system. By the time I get the power cord the warranty will be just about done. Customer service dragging their feet and not providing customer service..."
"I bought this system for my home less than 1 year ago. Want to add 3rd camera. System is discontinued. No email or any notification. I am an elderly disabled woman. It's like buying a new car and one year later the dealership doesn't make tires for that car. They are more than happy to sell me a new system at twice the price. Who knows how long that one would last...they are the used car salesman of security systems."
"I highly recommend anyone looking at Lorex Surveillance system including the ones with FLIR to think twice. I had a brand new system and had it installed late Feb/early March 2017. I started having issues in May with noise, one camera has no image 90% of the time. You have to go back and forth with them via e-mail wasting time until you finally get to where they say "let's get a call together. Had done all their "troubleshooting tasks before I spoke to them and then again with them. I Updated the firmware as per their request. In doing the color went a bit off and the image became a slightly unstable, a bit jumpy.
Needless to say they suggested new cables at the customers expense and they do not send out a replacement camera. Not only would you have to pay an electrician to re-run cables at your cost they only warrantee their cables for 3 months! They clearly do not stand by their product as the cables are the most expensive part given you have to have someone run the wires. They do however cover the DVR for a year, but that is hardly the portion of the system that goes bad.
In my case it is one or both the cables and/or the wires. DO NOT BUY from this company you will spend A LOT of money due to their unbelievable / dysfunctional product.
I also live in an condominium association and at the same time we purchased a few systems for around the property. These systems also have issues. Cameras and cables needed within a year. Their systems do not seem to last long . I would call them more disposable camera at best.
DO NOT BUY ANY LOREX SYSTEM... SAVE YOUR MONEY!
Surveillance system including the ones with FLIR