LumensReviews 106

Should you ever be interested in placing an on-line order with this company, think about it several times and don't hold your breath, you will wait at least two weeks before they even pay attention to your order. They have the worst customer service and employee attitude I have experienced in any company. No idea how they can stay in business. If you live in the Guadalajara area, you are better off visiting La Bauhaus which is only half a block from this company. I would not recommend doing business with this company under any circumstance. A star is the most I would rate this company and it is too much. Not ever considering ordering from this ever again. Good luck in having someone ever answering an e-mail or answering a phone.

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
*******@Lumens.com
*******164

I highly recommend never ordering from this company. They have the worst company service ever. I ordered a product which I called within 18 hours to cancel because they couldn't tell me when I would get it or how much the duties might cost and they said it was too late. I then received the shipping notice 8 hours later. The people I talked with rude and very unhelpful. I decided I still want the lights but out of spite I will eat the shipping cost and send these back. I refuse to give this business my money. I will order them from a company I respect and will never recommend this company to anyone. If there was a rating less then 1 I would give it to them.

I ordered two fixtures and only allowed to do the 2 day shipping option. One arrived promptly and the second has yet to arrive (3 weeks later). The lighting was crucial for my house sale. I explained that my timelines are tight and I need this ASAP. All they did is contact the vendor, wouldn't guarantee when it would ship out, had no explanation for why it had not, offered no compensation given the huge shipping cost to Canada, AND a supervisor never bothered to follow up. DO NOT trust this company!

I ordered a "console table" from them and the product they sent that cost $1400 was worst than anything they sell at IKEA! Literally a piece of crap furniture, tiny, poor construction, felt like a child's toy.
When I asked for a refund they said the manufacturer doesn't offer refund and there is nothing they could do. I said I would be willing to pay shipping or restocking fee and they said nope sorry nothing we can do! WOW... all I had to say was that their customer service sucked big time, no incentive to make the customer happy, the package had only half a package open and they still refused to take the product back. I got the number of the manufacturer and tried calling directly, there was no answer, went straight to voice mail, no call backs. I think this business is a freaking scam, how the hell is it possible that a "manufacture in Ohio" doesn't answer phone calls or return messages? I'm so upset, they just took $1400 sent me a $#*!ty $#*!ty product and ran. I wish I thought about checking reviews prior to ordering.

I have no idea how this company is still in business. The statistical probability of this many incompetent people combining to work in a single company must be low enough that the only explanation for the sheer horror of dealing with them is that they are intentionally screwing with customers. Every single aspect of my still ongoing saga is somehow worse than the last. I would give them an F- if it weren't an insult to the letter F or the negative sign.

We ordered a fan from lumens.com and after installing it found that on medium and high speeds makes a loud whipping sound (like a helicopter) and the light randomly turns off. We chatted with someone at lumens and they said since we installed it they could not take it back. They said for further assistance we should call back during normal business hours to talk to a supervisor. When we called, the person we talked to would not transfer us to a supervisor but told us that if the manufacturer said it was defective they would take it back. We contacted the manufacturer and they asked us to to make sure the fan was balanced (which we did, and it was) then they asked us to send them a video of the fan making the noise. The response we got from them was that the fan was functioning normally and that sound was because the fan was so powerful (it moves no more air than any other fan in my house so that's not really a valid excuse).
After all of our time spent on this fan we decided to write a review on the lumens site about this fan so that others knew what to expect. We were not negative in our review and only stated what was wrong with the fan and explained the process with the customer service for both companies. We also included a link to the video we sent to the manufacturer since their site allows for videos with your review. It's been over a week and they still have not posted our review even though we received an email asking us to verify that we purchased the item and posted the review. I understand they want to monitor their reviews but nothing derogatory was said in our review so now it just seems like they are trying to make their products (and themselves) seem better than they are.
We are very unhappy with this company and would not recommend them to anyone.

Related to a full house renovation; I have purchased a significant volume of lighting and plumbing online, including from Lumens.com. Overall, I have had excellent service. By far the worse experience has been through lumens.com. I can highly recommend build.com, quality bath and/or newyorklighting.com. Lumens.com does not have the best prices; gave me a 'promo' gift certificate of $50 that would not work on any purchase, despite several emails (internal folks) trying to get it to work. Worst of all is two open box purchases. One fixture was not at all as described ('shimmering gold threads through the glass' on a light fixture~in reality was white bumps on very cheap glass); I emailed immediately and no negotiation around credit or return. The other 'open box' was 45 days after purchase. When installing a monopoint light, my electrician pointed out a broken pin (smaller than 1/4 inch square). Apparently, when 'inspecting for damage' I am supposed to be able to spot this as a lay person. In both cases, lumens.com refused to allow any return policy, even when I offered to take it as credit toward replacement pieces. Overall, this cost me over $1000 in loss. Again, I have spent thousands. Delete lumens.com from your online searches.

Don't trust this company! When I ordered two pendant lights on Nov. 2, I was told that the order would ship in 3-5 days. This was critical since I am having 22 people over for Thanksgiving. I even was going to pay $50 for 2-day shipping to ensure it arrived in time. On Nov. 9, I received an email telling me that it wasn't going to ship until Nov. 16 so I called Lumens.com to get more info. I was told that they are a third party reseller and when orders ship is not their problem. When I asked them to at least pay the $50 for the 2-day shipping, I was told that their "policy" is not to do that. If customer service is not their focus or problem, why would you want to do business with them? I will never do business with them and if you're looking for a company that has your back, GO SOMEWHERE ELSE!

WORST CUSTOMER SERVICE EVER! Do NOT order through Lumens. Incredibly bad experience. I ordered some high end and expensive leather bar stools through Lumens. The legs of the bar stools were too long even though I measured in advance of the order, but measured to the wrong spot on the stool -- a little hard to do when it is all remote and you don't have the product in front of you. When I called Lumens to exchange the bar stools for the same stool with the slightly shorter leg, they informed me that my barstools were not returnable and that is was clearly noted on the website. NOT! And regardless, that is outrageous that an expensive product (4 barstools at $711 each = $2,844 plus shipping and handling!) and one that requires exact measurement which did not have great directions is not returnable. Shame on me -- I did not even think to check as it is industry standard to have a high end, luxury product to AT LEAST be able to exchange. I wasn't even asking for my money back and offered to pay the return shipping fee. Horrible customer service and I feel completely ripped off. Hold times were extremely long and very unhelpful customer service who told me is "not nice" for me to post a bad review. Buyer beware - this is why Amazon will kill off the small specialty retailers with terrible customer service. I hoped to support them but now I am stuck with a $3000 purchase that I can't use. Feeling sad and ripped off.

I will not do business with this company again. I placed a large order online for approx. $900 in products. I received an email confirmation of everything that I placed. A week later I go online to view the status of my order. To view the status, you enter your order number and your zip code. Nothing comes up. Their website tells me that there is no order in the system with my information. So, I send them an email requesting the status of my order. 48 hours later, absolutely no response from them. So, I call them up and after speaking with a rep who tells me that he sees that I got an email confirmation, but he's perplexed that he can't find my order in the system, he puts me on hold for no less than 20 minutes so he can research. He then comes back and tells me he has to research further and he promises I will get a call back by the end of the business day after he's had a chance to research. 48 hours later and no response from them whatsoever, no return phone calls. So I call yet again, explain the same thing again to a second customer service rep who still has no answers, and this conversation lasted over 20 minutes from beginning to end. So, they place my same order all over again. Mind you this is about 2 weeks after I placed my initial order, so I place the order again with the rep on the phone, he gives me the same discount I had before (I purchased when items were on sale) only this time he tells me we are now charging sales tax in the state of Wisconsin. I said two weeks ago you weren't, and you should honor my original order that I placed and the exact pricing due to the situation that was no fault of my own. He said he will have to speak with his manager to deduct the additional $42 I'm now being charged in sales tax in comparison to my original order two weeks earlier that they "lost" in the system. He told me he will have to call me back. I'll give you one guess what the outcome was. NO RETURN PHONE CALL AGAIN. I took my business elsewhere. I wasted about 40-50 minutes in phone calls to this company all of which was just a complete waste of time as the end result is nothing. I will never do business with this company again. They lack customer service skills and that, my fellow shoppers, doesn't bring back repeat customers. Avoid at all costs. I got better pricing elsewhere anyway.

This was originally a product defect issue but is really a customer service issue due to how Lumens handled it. I ordered over $3000 of fixtures from Lumens for a remote vacation home renovation. All fixtures needed to be on the job way ahead of installation due to the remote location. Because of this, by the time the fixture was installed and my electrician diagnosed the problem with it, it was out of warranty by about 6 months when I first contacted Lumens. We all know that a company can make a customer service decision when there are mitigating factors like this but Lumens chose not to and to keep repeating that it's out of warranty even though this is still a current product and I really had no way to know the fixture was defective while the warranty was still in place. Lumens referred me to the manufacturer, Artimide (completely unable to reach someone there). When I finally got a call from Artimide, they said that their agreement with Lumens is such that Lumens handles all customer service and returns. A Lumens rep finally was able to reach Artimide on my behalf only to offer me to a part number to buy (my expense) so that my electrician could rebuild the fixture (at my expense). It turned out to be the wrong the part, not for my fixture at all. Additionally, Ive paid my electrician for several visits now to diagnose this problem and he informed me that he has better things to do than rebuild a light fixture and the company should really replace it since it was defective to begin with. They have refused to replace the defective fixture. I asked for a Lumens manager who had the authority to make a good customer service decision and was treated very curtly by the woman who took my call as she refused to do anything for me other than allow me to order another part and pay my electrician to attempt to rebuild the fixture. So disappointing as I've given Lumens a lot of business over the years and had planned to order for my next job through Lumens but won't anymore.

Lumens customer service is standing by the fact that its out of warranty which is technically true but ignores many mitigating factors including just taking care of a good customer. Im in business also and would never lose the goodwill of a good customer when I have the opportunity to just replace a defective item and make them happy about doing business with me.