"I purchased this product at Costco - opened it and installed the entire 6 camera unit and the DVR wouldn't work - was on customer service for hours and they determined it was a faulty DVR and said they would ship me a replacement that I would receive in 5-7 days. Fast forward a MONTH and I'M STILL WAITING FOR IT. Every time I call to get an update they say it is being shipped but they can't give me a delivery number yet that UPS will generate one shortly - THIS HAS HAPPENED FOR A MONTH - Still nothing - called to get a "supervisor" who said the same thing and then just sent me to eternal hold. DO NOT BUY ANYTHING FROM THIS COMPANY. I'm stunned that Costco carries this brand - they typically have great products. Will be contacting them also."
"I have purchased 3 Lorex Technology camera systems in the last 2 months. I was given a UPS tracking number each time and followed them from Indiana all the way to B.C. Canada. They all arrived within the timeframe and I could not be happier. After trying other camera systems from Best Buy that were lower quality and far more expensive these Cameras are a breath of fresh air. Installation could not have been easier and picture quality is fantastic. Currently have 16 of the 24 cameras installed and they work great."
"The type of unethical service begins at the president, Steve Gold and runs all the way down! Do the words BAIT AND SWITCH mean anything to anyone?!!
We already had 3-4 mo's of DEPLORABLE service with online chat support. So much so, I told them I was done with them and would be returning their terrible product. Just a couple weeks later I was contacted by William Moyer, who represented himself as THEE retention manager, which turned out to be that he was ONLY one of several. Meaning - he had no actual power.
William's first email and first phone conversation stated - in no uncertain terms - he was going to "take care of us" and he wanted to send a new, better system. He told us things like: "Don't buy another system. Let me fire one off to you. Again, it's not charity; it's an investment into your business." Doesn't that sound like a customer service gesture to you? WHERE is the "cost" in those statements?? And there were many ther conversations like that.
Lorex is going to provide a system to us for free, right? RIGHT! Well, I thought the same thing.
For TWO weeks, William and I spoke about our equipment needs, desires, and even helped with set-up positions according to diagrams I had provided via email. NOT ONCE did he ever talk about costs. He did not even mention anything like coupons or discounts, which MIGHT have led us to believe we would incur any costs. BUT he didn't! Actually, he did the opposite, implying in questions he asked and statements he made - that he was going to "take care of us."
In my very final phone conversation, we finalized the list of items we agreed to. However, in the very, very last minute he very quickly slips into our conversation that he's going to transfer me to "sales" to get a final "quote" to complete the "order."
I'm thinking, WHAT? What - 'SALES,' why? I already knew that William said he was going to take care of us! But then I think - oh, sales must do all the handling for equipment, the list and shipping info... right? NO!! Shaheed takes over the call, confirms the items that Will and I discussed, and gives me some kind of "discounted" price of $4400 from our previous $450 price point system we originally purchased at.
For a moment - forget there was a price attached to Shaheed's quote. For TWO WEEKS William told us he was going to take care of us in several different statements and ways, ALL WHILE NEVER mentioning there would be ANY cost; never asked us for some kind of price point, or budget. He mislead me, and led me on for the whole time, easily seen in our emails to each other.
(Later... after I started posting reviews - William starts contacting me again AFTER I had already told him he and I were done. I had to tell Lorex corporate to stop William from contacting me as it was bordering harassment.)
What a freaking idiot I am to have believed Lorex (William Moyer) - wasting TWO weeks of my time, hours and hours of work researching and diagraming systems together (on my own) for our home and office!
Later - even after speaking with a representatives referred to me by the president, Steve Gold - after only a few emails, they merely stopped communicating with me altogether. Even that representative, Sheldon Mall, Customer Experience and Technical Support Manager gave me the impression they were at least going to AT LEAST replace our system. NEVER HAPPENED. He just stopped communicating!
TYPICAL!! BAIT AND SWITCH!!! Worse - the president who is COMPLETELY aware of this situation won't even address his representatives actions, not to mention honoring their promise to us. Lorex will COMPLETELY WASTE your time.
We in fact purchased their systems. However, even though no final exchange of money was made for what they represented to us would be free, I still plan on contacting the Federal Trade Commission because of their deceptive and unethical business practices.
It would seem they were bad when they were owned by FLIR - they've just become worse on their own. JUST to avoid the hassle of dealing with ANY kind of deplorable technical or customer service, or mediocre quality equipment all together - simply do NOT purchase ANY Lorex products. "
"The appropriate individual from the customer service department at Lorex finally reached out to me and helped me resolve the issues my system was having. Thank you."
"Worst customer service around. Asked us to send back a camera under warranty then refused to issue refund or replacement. Everytime we call they transfer to a few different people until one of their reps hangs up the phone or transfers to an extension that says "extension unavailable" and then disconnects the call."
"they are the worst
do not spend your money here"
"They have not returned my money it is almost 1000 dollars. I am very discontent with Lorex altogether. They do not know what the definition of a good business is. They lack the capacity to exhibit good customer service, they will have you on hold for a long amount of time. Then the customer service representative will put you on hold to "fix" the issue at the end of the call they only make empty promises that they make you feel as if they intentionally will not keep. To what extent do we stop calling this corporation a company and start calling them for what they really are SCAMMERS. They will steal your money and give you several different excuses to why it is supposedly delayed. If they were so quick to remove the money from my bank account, why can they be quick about putting it back. There are various reviews of other people stating ever so clearly in their reviews that Lorex has not returned their money at all or they did not receive it for a couple of months. In my situation, I ordered on Thanksgiving Day and was promised my order would be received on the 1st of December. This was a lie, I kept being told several times by different customer representatives that it would come over several different dates, I have chat transcripts that would support what I am saying. Ultimately the date in which it would arrive was changed about five times until I was fed up and contacted them once again complaining. The customer representative said that Lorex would compensate me by sending my purchased items sooner than the already 4-week delay that they had. The items did come, they were able to do that. But to my dismay the items were not the ones I had ordered. When I called them, they told me the items were sent incorrectly because they no longer had them in stock and a message should have been sent to me indicating that. Once again, they were telling me excuses that had nothing to do with anything that was in my control. They kept messing up time after time. I then told them I wanted to return the items they gave me a bit of grief for that but then was promised I would receive my refund 5-10 business days after they have received it at their warehouse. It has been over two weeks going on three and have not received my refund. This is at the point that I will be posting this review in every site related to Lorex technology. If there is anyone else who has had issues like this with Lorex contact Telemundo Answer also known as Telemundo Responde. They will help with cases such as this. "
"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."