"I am extremely disappointed with the service provided by Lumens. The customer service is one of the worst I have ever experienced. Every time I spoke with someone, they seemed irritable and lacked compassion.
Furthermore, I placed an order for lights in March 2023 with an expected shipping date in May. However, the delivery date was repeatedly pushed back without any apology or notification. Month after month, the shipping date was moved from June to July, then from July to August, and so on. I had to continuously check my account to discover the delays, which lasted for over six months. Frustrated with this ongoing delay, I had to seek an alternative solution, despite already having five lights of the same style in my store. The three missing lights, which were supposed to arrive on time, did not.
When I called to inform Lumens that I no longer wanted the lights and requested a refund, the customer service representative informed me that one of the lights had been shipped. Despite explaining that I had not received anything and that, after eight months of delay, I no longer wanted the lights, I was promised a refund confirmation. However, when I received the confirmation, it was a form claiming that I had reported defects and requesting pictures for a refund. I expressed my disappointment via email, clarifying the situation, but was told they were proceeding with the refund.
To date, I have not received the refund, and the lights that are still in process have not been refunded either, forcing me to attempt to reach out to them again. I am thoroughly disappointed with Lumens' service and the entire experience."
"I am a trade professional. Said no restocking or return shipping fees then proceeded to charge me $70 for small pendant! Then did not refund until I filed a dispute with Mr credit card. And still waiting on the refund. AND prices not even competitive. AVOID."
"I purchased a product that was delivered damaged and long story short, after multiple attempts to get an undamaged part I gave up and decided to return the item.
My issue with Lumens is not the damaged product (since they are just the retailer), but the return process. This has been two months process so far and I still haven't received my money back despite the item being picked up and delivered to the manufacturer weeks ago. I'm doing weekly calls requesting the refund and every single time I call I get a different story or excuse on why the refund hasn't processed yet. I do not recommend buying from here and this has been one of my most regretful purchases ever."
"I've called, messaged, waited online for sales and finally hung up. Joseph Wilson (Joe) told me I could return the light fixture and if I ordered another type of fixture(s) I wouldn't be charged any shipping fees or restocking fees. It's difficult because I need many more light fixtures.
The fixture arrived without any normal return information as other cos send with their products. Guess my next step is hiring legal team and contacting my bank card company.
Lesson learned - check out reviews on companies before checking their products out. I think this company is affiliated with another online lighting company and I know I've ordered from them in past.
"
"I ordered this and am very disappointed. First of all, there are only 5 levels, it is NOT very specific. Second of all, within 1 week I asked why it is always giving the same number (3) no matter what I ate. They responded "oh it takes at least 2 weeks for the device to 'get to know you.'" I didn't realize this was a thing... so now the 1 month you have to try the device is significantly reduced - BY HALF!
So, given the pandemic and other related issues, time got away from me. A few weeks later I realized, I hated this device. It told me 3 almost no matter what, unless I had barely eaten anything for 24 hours, then I would get a 1 or 2. I never got a 5 even when I seriously overate...
So it is a seriously flawed product that needs a lot of work, still. And when I messaged them to return it, they refused to take it back! They said give it to someone else! Why would I want to give a silly expensive device to someone else? Please take it back! Nope.
What a scam! So after 6 weeks I reached out and they REFUSED to accept the return, saying I had missed the 4 week window of opportunity. Any company that stands by its $500 product is not so desperate that when someone is 2 weeks late to return the device, and there is a record that I was having difficulty with it after 1 week... they will not accept the return.. raises a huge red flag. STEER CLEAR AND SAVE YOUR MONEY!!!! "
"Bought two light fixtures, one with multiple lights and shades, and a single. All were by the same manufacturer but one shade was clearly a different color. Lumens didn't mention anything about the difference on their site and had it listed as open box. I wasn't allowed to return the item despite it being, at best, a factory second item because it was an open box. Very misleading a deceptive practice."
"Its been a nightmare . This company is definitely not organized. I ordered 2 chairs in July, they never arrived and its December and still I dont have the credit on my credit card. I have been hours on the phone with the damn music . Never again !!"
"Worst customer service. Both with written inquiry via email and website.
No response to complaint.
Return requested and shipping label unable to be downloaded on iPhone or PC."
"I ordered a $4600 sofa, the first one came in the wrong color. I was upset, things happen. One month later the couch came in missing 2 large pieces and one of them still being incorrect. 2 months later I still do not have my sofa so I requested a refund. The refund took me calling them for a 2.5 week period and getting told “oh, give it 24 hours” until I finally demanded to speak with a supervisor. They don’t have any product on hand and they are very disorganized. Stay away and let them fail because they had no interest in trying to compensate for me taking off of work twice for delivery of the wrong product. "
"After two months of being told the expensive chandelier I ordered was coming, then told it would be overnighted and it wasn't, I finally get it, install it (because how else do you know how it looks lit), and told it's ILLEGAL for me to return it. No, it's not illegal, if that were the case Home Depot would be out of business. So now I'm stuck with a chandelier that has a light as bright as the sun worth hundreds of dollars. THEY DON'T HAVE ANY PRODUCTS, it all comes from a vendor. Do yourself a favor and order straight from the vendor!"
"This is an online retailer, who doesn't actually have any products that they are selling. When you place an order, they call some other company to order the items. If you call back to cancel the order they don't call the other company and cancel the order for you. You are left trying to return the item on your own. Plus they charge you very high fees to return the items to them. This is the worse customer service experience of my life. I literally called to cancel the order before it even hit their system and they told me I had to call back in an hour to cancel it. Then when I called back exactly 60 minutes later somebody told me they cancelled the order, 2 days later I get a shipping notification that my package is out for delivery. They never cancelled the order. I was put on hold twice for 20 minutes trying to speak to supervisor. Who would only tell me it took 3 days for them to send me a return shipping label. And I would have to pay $123.91 to return the items that I had tried twice to cancel the order on within 2 minutes and 60 minutes of placing the order. Be warned this company is terrible and I will never ever again do business with them and would not recommend them to anyone."
"Terrible company. Very very incompetent and terrible terrible service. We ordered a desk on July 21st, and it wasn't shipped until August 5th. It was supposed to arrive today, but here is what they told us: (their agents could not read and ship our desk to Portland OR instead of Chicago IL), and now I won't receive it until late next week. So incompetent and terrible. Don't buy from them ever!
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The email from their customer service
Hello ***,
We have been notified by our carrier that your item was incorrect diverted to Portland, OR. Ceva has stated that the shipment delayed and will not arrive in Chicago until late next week, at which time they will schedule a delivery with the you.
I apologize for any inconvenience this delay may have caused.
If you have any questions or concerns, please feel free to respond to this email or call us.
Sincerely,
Lumens Home Delivery
M-F 7-5 PT
****@****
***-***-****"
"My husband and I own a design and construction company and we've been in business for over 20 years. I would NEVER order from this company. Our lights were backordered for months and when they arrived, everything was smashed. It took me HOURS to get a response from the correct person and they refused to send me a return shipping label. I have to take time to recycle and dispose of these broken lights since I refuse to just "throw them out". Im a VERY angry customer and DO NOT recommend this company!!!!"
"Ordered 3 wall sconces from Lumens. All came fine. 1 week later found the exact same light advertised for $33 less per light. Lumens said since it wasn't the everyday price, the price guarantee didn't apply; this even though their guarantee says nothing about that. Don't trust them to honor a price guarantee. Search for a better price instead, I am sure you will find one."
"When I ordered two pendant lights on Nov. 2, I was told that the items would ship in 3-5 days. This was critical since I needed it installed by Thanksgiving. I even called to have it shipped 2 day air to get it as quickly as possible. On Nov. 9, I received an email stating that the order wouldn’t ship until Nov. 16. When I called to find out why, I was told that Lumens.com is a third party reseller and they just pass on information and don’t have any ownership over what happens with the order. I asked them to at least pay the $50 for 2-day shipping and I was told their “policy” is to not do that since it’s not their problem. If customer service is not their responsibility, why would you want to do business with them? Find another lighting company if you want to trust them to have your back! I’ll never do business with them again!"