Don't buy from this place bought a system and hooked it up. Dvr system would not save anything I stored cameras were garbage. Returned it after a couple days. After spending those couple days on the phone trying to
Get a hold of them. After a 2 weeks wondering why I have not received my money back called them and asked y and they said it takes 14- 22 days for refund. Also telling me that they have received the product back. So I wait another week still nothing. So I had to call my credit card company and dispute it because they are scam artists. Screw this place I will write as many reviews as I can so no one else has to deal with these ignorant dumb asses
They performed an online update in 8/2019. The update made my DVR useless. After several calls asking for help I got none, they had no clue. Eventually I got someone from Customer Support who explained the update rendered the units no good and they had 3000 units ready to ship to replace the ones that failed due to the update. I would receive tracking number by e-mail of replacement unit, 3 weeks latter still nothing. Called again and they are clueless. Told the 3000 was for cameras not recorders and they had no information on replacements for those. Each call results in discussions with people that cant do anything to help you.
Let me be clear. I need some support. I DO NOT WANT TO CALL. I want an email address so that I can properly communicate the issue. I want to attach screenshots. I want to know the the person I am communicating with UNDERSTANDS the issue. I have NOT had success with your phone support in the past. I do NOT want to continue being frustrated in getting wrong answers because of this.
Do better. Tech Support via email should be one of the simplest things in the world to offer.
I called because my baby monitor stopped working (absolutely LOVE the product) I called and the gentleman I spoke with was calm, friendly and very helpful! I was calling for some ideas to try and ended up being sent a full replacement no problem. This company is amazing as well and their technical support. Would highly recommend!
WOW, it is disappointing that customers have to resort to this form of public shaming in order to get a response. I am having serious buyers remorse after spending more than $1,000. Lorex Ticket *******.
UPDATE 1/4/17: I was finally able to get through to tech support (Alex) who was very helpful and ensured that ALL my questions were answered. I'm updating my overall rating to 4 out of 5 stars all because of the customer service rep Alex.
Please, please make a better effort in communicating with your customers.
I previously commented on the Lorex up program and how I was being run around in circles.
Today I have received three replacement cameras in the post from DHL in the UK. My first message to Lorex was 12th August so all in it took 2 months.
My biggest issue was the customer services department and the repetition of emails they kept sending.
You are basically on your own after purchasing. No help installing, no help operating. The information is available but you must search for it (some at a cost).
I have had my system for two years. Lorex will no longer sell me additional cameras. Forcing me to buy a new system. Nor, do they post my review on their webpage. The reason for denying the sale of a camera was, "contracts with Costco, and other companies prevent us". I searched the third party vendors and they don't sell my product.
The new app works ok, yet play back needs many improvements.
Horrible support and customer service. Since Lorex discontinued the use of Lorex secure app, I am no longer able to view my cameras in ultra high definition. The Lorex cloud app only shows a much lower resolution. I was so pleased with the old app. Why, oh, why did they have to try to fix something that was not broken. I will never buy their products again.
I've been having problems with connecting to my cameras using the app. I've filled out 2 tickets and got no response. Calling is a joke because you will wait hours and never get to speak to someone who can help. Regretting my purchase!
Lorex dropped the monitoring software and rendered 4 of my cameras obsolete. None of the cameras Lorex is offering to replace those are inferior in terms of resolution and features. Lorex has offered to refund me but no actions on their part for now over one month, they keep bouncing me around. Be warned. They do not honor their product nor promises
Camera broke, sent a request for replacement since still under warranty at the beginning of May 2017. Here it is end of June 2017 and still playing ping pong with them asking the same questions over and over with snails past in response. Asking questions that are all on the warranty I already filled out when I purchased the camera system. This is nearly fraudulent in activity to prevent making good on the warranty. Oh how I wish I would have seen these reviews before I bought this trash.
I sent a camera back that was up under warranty that did not work in October now it December. I have called customer service several times spoke with a customer service rep that did not solve my problem. They always tell me they're going to transfer me to a supervisor that do not pick up the phone after being on hold for 30 minutes or more.
Resolve my problem
This is unacceptable *******
Thank you for your comment. We apologize for the delay you experienced and we're happy to have resolved this for you.
We purchased 12 outdoor battery/wifi cameras and 4 indoor wifi cameras. The quality of the cameras is very good. Setup and install fairly easy. Our dissatisfaction comes in with viewing the feeds from the cameras. When we purchased this we had the understanding that we could view our feeds on a pc. After several attempts to figure it out I called tech support and they told me I can't do that with these cameras. We have also since found out that only 1 person can view the feeds on their phone at a time. So we are constantly logging in and out so my wife and I can view the camera feeds. The little monitors that come with the system only allow the camera feed to be visible for maybe 10 seconds and then goes to the screen saver and we have to click on it again to view... so no continuous viewing is allowed. It would be nice if we could leave our live views of our entry ways visible at all times as we have 2 monitors. Battery life is diminished greatly when there is a greater amount of activity on a particular camera. Nothing close to what Lorex states. Shame on me for not removing all of these cameras and returning them right away. Lesson learned!
Never worked from day one. One problem after another and finally just died. All of this within 18 months. The company was impossible to deal with, did not send promised parts, did not answer questions. Worst experience ever with any product! To add insult to injury our garage was broken into a month after the cameras died.
Dear Laine G. We're very sorry for the experience, we would like to resolve this issue. We have sent you a private message, can you reply with the details so we can investigate this matter further? Thank you so much.
Never ever ever buy any products from lorex. They are cheat. Low level resolution cameras, they sell as HD cameras. No returns, no customer service. Very poor quality built, like plastic toys, Shame on these cheaters
Good Heavens this is a badly run company. I have barely connected the cameras and already their company name in this house is Lorex Sucks. And it's all the worst customer service, so bad it must be a secret camera parody. I've gone all Scarlett O'Hara about it: as God is my witness, I will never buy Lorex again. Their products could be solid gold, it can't outrun the customer prevention experience.
Support is beyond terrible. Spent 1.25 hours on phone to determine wrong wifi receiver shipped and needed a 6 camera receiver. Then days later get email requiring serial #, model # etc. 3 follow up calls & told correct receiver would be shipped. Then get email saying case on hold due to lack of troubleshooting. Now have wasted over 3 hours on support and told I need to waste more. WORST EVER!
Lorex has the worst customer service I have ever experienced which says a lot. They are not trained and just read manuals over the phone. They cant do anything beyond basic trouble shooting. They claim they will follow up with calls and never do.
I have been sick with mesothelioma for 21 months. My wife purchased a replacement camera with extended warranty but ordered the wrong one. It is not compatible with our recorded. My son just visited and we tried to install it. We called customer service but they denied an exchange. We like their products but have had multiple issues with their customer service in the past. Almost impossible to understand their agents and they are not flexible at all.
Overview
Lorex Technology has a rating of 1.4 stars from 211 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers dissatisfied with Lorex Technology most frequently mention customer service, camera system and technical support. Lorex Technology ranks 129th among Security Cameras sites.
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