LumensReviews 106

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.

When I reached out again recently, Lumens let me know they were unable to obtain the part from the manufacturer, so they offered to send me a second lamp completely free of charge. I felt that this was a ludicrous solution and bad for the environment, but generous on their part and maybe the only way to get the part I needed, so I was appreciative of the offer.

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.

I would give them a negative star if I could. This is the worst company that I have ever dealt with. The customer service is terrible. They put through a charge on my debit card and then cancelled the order and now are refusing to credit back my account nor put the order in for shipping. When called the customer service rep pretty much said "there is nothing I can do for you". So now I need to wait another day to dispute this through my bank. They are a scam-warning-don't do business with them.

DO NOT use this company. I ordered a ceiling fan in March it arrived fine. But now I am receiving additional charges, same amount every time, $25.45. I contacted Lumens and their fraud squad, I was told I hadn't paid the full balance. This is not true. The charge from May was removed, but today a new charge came through. This company is a scam.

I purchased 3 vanity mirrors with LED lights on May 5th. Shipping company dropped the ball and when it was scheduled for delivery, they said it wouldn't be delivered for several weeks, at least.
When I called Lumens to cancel the order that I didn't received on May 18th, it took until May 24th before I received email that Refund was 'in process'. I called on June 1st asking about the refund, which hadn't been processed yet, I was told would take 5-7 business days for accounting to credit refund, once the refund is approved. This was after a 30 minute hold time, and I had to get irate on the phone to get anywhere.

Finally, credit was issued, but, in my opinion, this only occurred because I constantly called and asked for a supervisor. The supervisor, Temo who was in shipping, not even in the return or credit department.

All I can say about LUMENS is that they sell high-priced items, with little or no customer service. Poor or no follow-up and to get a refund takes at least 2+ weeks with constant calls and emails. They don't return phone calls, or emails. You need to wait on hold for a minimum of 30 minutes and then you get the run around.
NEVER would I purchase anything from LUMENS. I suggest if you purchase items and you don't receive the items, when promised, that you're prepared for a long process to get a refund.

I purchased thousands of dollars of fixtures from their bi-annual sale in 2020. They sent me shades only and said that the fixture itself was not included. They feature the photo, retail price, description and specs of the entire fixture on their website but include the word "shade" near the middle or end of a title. You will then receive a shade with no fixture. I contacted them multiple times at the time and they promised me that this was an error on their part. They said I should have checked the boxes within 30 days of receipt and let them know. I had trusted that the entire fixture was in the box. Now it is 2022, I get an email about their Spring Sale. I go through the listings, many fixtures similar to the ones that I purchased in 2020 are still available "on Sale" and their listing features photos of the entire fixture, a comparison to the full retail price of the fixture, details such as hanging length, canopy width, voltage, bulb type, etc. I contacted their customer service to confirm that these were complete fixtures. I was told that no, these would arrive as just a part of the item and that the rest of the listing, including the description, photos, retail price, etc were "errors." So 2 years later, this place is still scamming people. I asked to speak to a manager. The manager told me that 'there is no scams here" and hung up on me. The manager's name was Jennifer V and the first customer service person I spoke to was Mike E on Wed, 4/20/2022. BUYERS BEWARE. THIS WEBSITE IS A SCAM

Item hadn't even arrived, I found exact same brand somewhere else 20% off, they wouldn't price match so I canceled, item showed up anyway, then had to make two phone calls to get it returned, tried to make me pay shipping. Representatives were COMPLETELY unprofessional and rude. Website is terrible. Trust me, they resell stuff that other places sell so just find somewhere that actually wants your business. Never again.

Poor if not unethical business processes. Double charge credit card and took no responsibility for error.

I ordered two lamps on the same day. Because of the pandemic, both items were delayed but one arrived within a reasonable amount of time with no issues. I was able to assemble it without any problems and it looks great. The other one took 6 months to finally arrive. When I opened the package it was missing the template necessary to hang it from the ceiling correctly and when I called customer service, the rep quickly wanted me to reach the manufacturer to deal with the issue! As I said to her, I bought the lamp from Lumens not from the manufacturer and that's why they have a customer service group. The rep could barely give any reason or help, she did not care. I asked if she could email me the dimensions at least and I would build the template, it was like speaking Chinese. Overall, terrible service, not helpful and I would not recommend anyone to buy lamps that may require assistance; if you buy a simple lamp, make sure it has all the parts and that is simple to assemble.

I place on order for two fans on Sunday. I thought about my order and decided on Sunday right after I hit submit that I wanted one fan without a light. NOONE at Lumens was working nor did they answer my try to chat. So I called them at opening on Monday morning to adjust my order and send their customer service and email. I was informed ONCE YOUR ORDER IS PLACED THERE IS NO WAY TO CHANGE IT! Really what is that all about. They also told me I could NOT Return the fan. Buyer beware they say they accept easy returns and are customer centric... REALLY... The order was for 1300 I called my CC company and told them about this SCAM sight. I will be turning the package away and the company has lost me for a lifetime... PS I purchased other lighting from them in the past but the unhappy path for an order is VERY UNHAPPY. Good riddens... made in CHINA anyway.

While the site has a wide selection of products, the return fees are too high. The site states return shipping is easy. I ordered a light and canceled the order several days before it had shipped, however, they didn't cancel the order and stated that they would try but not all orders can be accommodated and that if the order ships, I could easily return the item. So I received the item and promptly requested a return on their website, easy enough. However, the return form did not indicate what the return shipping cost would be. I mailed the item that day via the return label provided by Lumens.com. After a couple of weeks, I received an email stating my return was received, and the return shipping cost of $313 would be deducted from my refund for a light that was $568! That's half of the cost of the light which is really high for return shipping. This all could have been avoided if (1) they canceled my order as there was sufficient time, or (2) informed me of the shipping cost before returning so I could find my own return shipper or resold the item locally. If you are not sure if you like one of their lights, do not buy because return shipping is far to expensive. When I responded to the the refund email stating they did not indicate the return fee and that $313 was far too expensive, I received no response. I would have accepted up to $100 but not half the price of the light that I returned in an unopened box as I no longer needed it. I will NEVER order from here again because of this. Keep your money folks.

Ordered item they said was in stock. They said will ship 2 weeks later. Now they say backordered and will ship in 2 months. Bait and switch. Will never order from them again. Would give them 0 stars if I could.

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 ordered 2 chairs and cushions. I scheduled to have them delivered today between 9:00am and 1: 00pm.My order was NEVER delivered during the time frame requested. Lumens told me the driver tried to call me but it's a LIE because my phone was beside me all day and I have NO missed calls either. I am on vacation out of the country and for this reason I can't call the toll free customer service phone number from Lumens to talk to them. I contacted tLumens by chat and explained that I needed a non toll free number to call them. They said they don't have any non toll free number which is BS. So I am unable to call them until my return to the US. I will NEVER buy from this site again. I am VERY unhappy with Lumens. And hopefully my chairs nor cushions aren't damaged when they are delivered. I lost trust in this company. I also sent a message earlier today to complain about my delivery issue. Nobody from Lumens has contacted me yet (by phone nor email). Horrible customer service!

Buyer Beware! They sell things they do not even have in stock and then claim they are ‘special order' and they will not refund/cancel! This is fraud plain and simple.

We purchased a expensive light that was badly advertised on their web page to find out the fixture doesn't not put the amount of lumens advertised. They won't return, won't give a credit or anything. NEVER DEALING WITH THEM AGAIN!

They said they didn't charge me for a light I ordered 4 months ago and they did but never received the light or any notification of future delays... just a light bulb for $1,500... livid!

The box arrived and it was beaten up and missing parts. I have called customer service three times and have received zero follow up. Do NOT order from this company.