Lumens

The color sample available on their website did not match what was actually sent. Even though I had the fan installed, they still would not acknowledge the fact that they had a discrepancy between the color on the website and what finish actually arrived. They did nothing for me. Horrible customer service. Will never use them again.

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.

After literally ten phone calls and hours of my time trying to correct an error Lumens had made in charging me for an item, I will never use this site again.

We placed a large order and one of the parts with very small value compared to the entire order came broken. We asked for a replacement and they sent us the wrong part, too small. We asked for the part yet again at which time they told us we had to buy it as too much time had elapsed. Despite our attempts to explain several times the whole sequence of events all we got is that we had to pay them for the part again, basically to pay them for their mistakes. Terrible customer service.

I ordered a very expensive table from Lumens. The table leaf does not line up properly with the rest of the table. I was told it was my fault as I tightened the tabletop before installing the extension (I did not). I informed Lumens of this and for months heard nothing. I finally contacted them again and now they say I'm out of warranty.

I believe his names was Justin Riley he was talking to me and then asked me to hold on a minute and then there was yelling and screaming there were cry's coming from small child and then I heard hitting noises I believe there was yelling at some other guy that sounded in his teens

Bought an expensive lamp at a very good price and delivered in a timely fashion! Would highly recommend this company!

A $1000 nonreturnable chandelier was shipped to the wrong freight forwarder. When I called Lumens the agent acknowledged the error was due to the fact the shipper did not get the correct information in time. Due to Lumens error or negligence in following up, I have the choice of paying an extra $900 to ship the chandelier to the Caribbean or leave it with the freight forwarder to dispose of. Lumens will not accept a return. Mistakes happen but reputable business take responsibility and help their customers to resolve issues fairly. I will not be ordering from Lumens again.

Ordered an expensive fan over a week ago. Still has not shipped. No explanation from Lumens customer service. Don't know if I will get the fan or not.

I ordered a rail lighting system from Lumens. The experience has been a nightmare. First, the rails failed to ship, and it took weeks to get a replacement. Then, the electrician discovered that the sales person failed to include a critical component, then one of the lighting fixtures arrived damaged. Two weeks to even get a response on a replacement. Now, I'm told it will be three months before the replacement is even scheduled to ship. Thousands of dollars for a crappy experience. My suggestion is to avoid Lumens and try Lighting New York instead.

I received a catalog in the mail to my HOME ADDRESS with my name and the name of a company I worked for over 10 years ago. This is ridiculous. My home address and the company was only associated through payroll. I never combined the two otherwise. I never ordered anything from them and will never order anything from them. This is an unwanted solicitation with suspicious and privacy violation acquisition of my personal information.

Purchased 2 GLO-BALL Lamps. Love 'em.
We did have trouble installing the Halogen Bulbs... very delicate. Lumens sent a replacement and was prepared to send us a whole new lamp. Which turned out not to be needed.
Overall - a good experience for very nice lamps.

Are they bots or just foreign nationals who are following a script? Just wanted an answer of where to buy a replacement driver for an LED fixture that we bought from this company 5+ years ago. Their original supply failed and was threatening to burn our house down. Did not want warranty. Just wanted to know where to replace the driver (power supply) Still a current product. I gave them the part number. Would not give any answer other than we need an order number. Ugh. Don't do business with them!

I prepaid through PayPal for 4 lights special order. Lights are fine. Lumens took prepayment in June. Out of the blue on 10-17 I receive 2 notices from RFGI collections. WTH? Order was prepaid. Takes 1 week for Lumens to admit THEY FAILED to collect sales tax (100%) their fault and their 1st move was to send to RFGI collections. What BS. I disputed with RFGI, reported to Consumer Affairs and the CA Franchise Tax Board. CA sales tax law: if merchant fails to collect, consumer to pay directly to FTB. After all, this or another company could be going out of business and who knows what they would really do with the $$ now. Also PayPal refused to help them, which also makes you wonder what is now going on. AVOID AVOID AVOID especially special orders as they may be having cash flow or operational problems. What vendor really "forgets" to collect sales tax? "Ryan" at customer service emailed me to say that "We have researched and can not find why this happened." NOT A BUSINESS WITH PROPER BUSINESS PRACTICES and they will try to RUIN YOUR CREDIT.

I ordered a chandelier in December and was not told it would be shipped from Italy. When it finally arrived only half the fixture would light. They promised a replacement and nothing ever arrived. Every time I call I get more lies. Avoid this company.

Returned 2 lights and was only received credit for one. Have called at least 10 times and been assured each time it would be credited within 5-7 business days. Has been 2 months. Fed up. Love the product hate the customer service. I will NEVER shop here again. Tried sending email to the CEO...two different addresses. Both bounced back. Get some customer service Lumens.

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.

Bought a fan and couldn't return a few weeks later. The fan is a dud. It will require extra wiring. Our electrician said he would need to do extensive drywall damage or go through our roof to get the controls to work correctly. There is NO remote, which would solve the issue. The switch set up is completely ridiculous and will not work in most cases without a lot of work by an electrician. I wouldn't buy from them ever again.

Really terrible experience with Lumens. Received an item that wouldn't work and they wouldn't let us return for refund. Avoid doing business with this company! Also very poor customer service.

They deducted a huge amount for return shipping costs which is more than the UPS cost. Lumens deducted $42 for return shipping cost for a 6 lb box shipped by ground. Customer service is not friendly.

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.

Light fixture broke after a few months. Company will not provide replacement. Horrible - will never use this vendor again.

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.