Lorex Technology

Dec 8
I chatted with someone on Tuesday morning, 9:30 am, and was assured that someone would call me back.In fact this person even gave me a ticket # and an e-mail.
In the e-mail there was was this: "I write to you this email confirmation in order to give you the Ticket # 66xxxx and to remind you that you will be contacted on the next 24 to 48 hours."Well it is now Friday and I have not heard back. I contacted Lorex again today and they saw the ticket and told me that they will send the ticket to tech support. They kept explaining the dynamic on purchasing the deals.My issue is customer service and how I am being treated and they state they only have a few units.
No one seems to understand and can place the order. All they do is argue with me and tell me how the black Friday deals work. I was told that a manager would be calling me back within an hour.
You can probably guess. No phone call.
My biggest issue with Lorex is customer service, or the lack of. No one wants to listen and talks about something else and not the real issues.

This company absolutely hosed its customers with its FX camera migration. This should be looked into for fraud against its customers. Shame on you LOREX, this is awful.

UPDATE: After I posted this review I was contacted by a very helpful representative from FLIR, the parent company of Lorex. Jenny was very helpful and has resolved our cable issue. While Jenny was awesome, it really shouldn't have taken a negative post on Sitejabber for Lorex to take it's customer service seriously.

We have had Lorex outdoor surveillance cameras for about a year. During a recent rain storm, a cable on one of the cameras was damaged by water (why an outdoor product can't withstand rain is a mystery). My husband tried to contact Lorex to find out where to get a replacement cable but was either put on hold for ages or never got a requested call back. The one time he finally got thru, he was rudely told to try eBay or Costco! Why sell something you won't support? We have to go to an auction site to try and find a part!?! Just as an fyi, Costco doesn't sell parts!

When my husband asked to speak with a manager he was put on hold and ignored. We've also tried emailing consumer support only to be told we reached the wrong department - no offer to redirect our message.

We are now left with a camera that is useless because we can't get a cable.

They have a terrible software system and their customer support has absolutely is the dumbest set of losers!

You have to be an IT rockstar to be able to manage, install and maintain the system. They have tons of "false triggers" on the detection systems and their support is ABSOLUTELY WORTHLESS

This is a company that touts technology for the homeowner. Not the case... I purchased their newest "noctornal 4k camera system, NVR, 12 cameras, etc. 2k. The site says you can access the video via the app... completely false. This system is not supported by their LOREXHOME app, only the cloud app. Their solution is that i run an HDMI cable to the TV I want to see the security camera's on. Well, i live in an 8000 square foot house... 10 tv's, pool house, etc. (I'm not bragging, its the reality). I spoke with one of their tech people who RECOMMENDED this system. After wiring all of it, some 800 feet of cable, I find out it doesnt function on their app... Bottom line, after taking 3 days to install it, I ripped it out in 3 hrs, boxed it up and sent it back. They seemed to NGAS. So be it, buy Amcrest... much better, more secure and more for the money.

I bought a complete 16 camera security system, cost was over $1,600.00 (not including installation). It came with a 2 year manufactures warranty. After being installed we found out that one camera was broken. Contacted customer support (took a week to get a hold of someone) and they said they would send me out a replacement camera right away. 2 months later I had to call again, go through the process all over again of getting a hold of someone, and they said a mistake was made and they would send me out my replacement camera. I finally got my replacement a week later. Not even a week later the DVR system broke. It started by turning off then back on every hour. Then progressed to every half hour, then every minute. We contacted customer support again. We had to go through trouble shooting with them (this process took a month, NO ONE CALLS YOU BACK when they say they are going to). I started this case on July 20th, 2016. It is now September 19th and I have yet to resolve the issue with customer support. I have not had a proper working system since I bought the unit and had it installed. I highly recommend going through a different company for a camera system. The camera quality was very good, and for a complete 16 camera system I thought the price was fair. But the customer service has been an absolute nightmare and the quality of the equipment has shown to be very poor.

Got the 2 camera system and its a total desaster.it doesnt work half the time and technical support isnt any help either.
Save your money everyone and get a proper product instead

We purchased a DVR security system for $699 on July 20th and by the time is was delivered on August 1st we had already decided we wanted to purchase a different system. The equipment was never unboxed. We had to call 4 times before we could reach anyone to make the return ticket on August 3rd. The package was returned via FedEx and signed for at the Lorex facility at 9; 31am on August 18th. My husband has called several times since to inquire about our refund but can never reach ANYONE!
It is now September 20th and i have currently been on hold for over an hour and 45 minutes again for the second time today. This company has our money and the security system in THEIR possession! WHERE IS MY REFUND!?

I bought a lorex camera system a few weeks ago. It was very easy to install and the quality of the picture I got was awesome BUT if anyone breaks into your house and steals the camera system lorex will not help you get back the data. I was broken into and the cameras clearly caught the guys but I could only get one of the cameras to pull up the video, and of course it's the camera that didn't get a great picture of the thieves. When I called lorex they told me since I didn't sign up for the "cloud" service the video can not be retrieved. First of all I had no clue there was even a such thing as a subscription. I was under the impression that the video was being loaded to the internet for safe keeping. Apparently only one of the cameras saved to the internet because the "free 30 day trial" only applied to the one camera. Like wtf it would have been nice to know that ahead of time. Also when I contacted lorex to let them know the police would like a copy of the video they proceeded to tell me since I didn't buy the membership they wouldn't help me. I will never recommend this product to anyone and I will be sure to tell everyone what lorex has done to me. If it wasn't for their crappy customer service I would have been able to have proof of the people who broke in. This was solely the reason why we had gone with this camera company because they led us to believe they were saving the video online

After my NVR updated the firmware I could no longer view the cameras on my computer at home. The Flir Cloud software showed the cameras off line. I called for tech support and waited for about an hour. I finally got hold of a foreign lady who I simply could not understand. The headset she was using was awful. I repeatedly asked to speak to someone else and she refused to transfer me until I informed her that I had Lorex corporate information pulled up on my computer and that I was going to call them. Believe me when I tell you this company is a total joke. Lizy refused to let me speak to her supervisor when I requested to do so. Our connection was awful and she could not speak good English. In short, after approximately nine hours on hold with tech support and speaking with six individuals I was finally transferred to someone who knew what I was talking about. After a firmware update the Flir Cloud Software would not allow my cameras to display over the internet. William immediately said we have to get a Lorex program on your computer that will allow you to get out of your LAN so you can see your cameras. I allowed this man to take charge of my computer as he uninstalled the old cloud software and installed the new Lorex software. He walked me through setting up the three NVR's and wallah, the cameras were once again on my remote computer screen. William is a saint, but what a hassle I went through.

I own three camera systems, but never again will I go this route. NEVER

I purchased some lorex cameras total of eight two months ago I've been complaining about problems since day one they haven't helped me at all I had to go out and buy my own wire to fix one camera I still have issues with another camera my DVR makes so much noise hey tell me that the hard drive is garbage I complained and they've been escalating the case and I've been sending them videos and audios and I told them I'm going to go to the better business bureau so today they said they're going to replace the DVR but for them to replace it they want my credit card and then they're going to hold some money on it then they're going to send me a new one and then after everything goes through I might get my money back I remember at the beginning when I bought one item from them I didn't like it before I received it I canceled it well two weeks later they sent it out they charged my account and I told them I canceled it and then they said yes you did but why they sent it out I don't know then I had to send it back to them and I had to wait another week or two to get my money I have to wait about a month on a canceled order which I canceled as soon as I put it in but they still charge my credit card anyway they're fraudsters their equipment sucks their warranties even worse I would stay away from lower security cameras even if they sell my Costco I wouldn't buy them anyway but you got Costco behind you they'll back you up you can always get them refunded at Costco I also have a very very noisy DVR it almost keeps me up at night

Not Impressed at all! Do Not order from Lorex!
Ordered a LWF1080B-66 3 weeks ago, 21 days ago!... this 6 camera system was to be delivered within 5 to 10 business days.
I received an email yesterday, 21 days, 3 weeks after I ordered the system stating that Lorex was cancelling my order... no mention as to why, just if I wanted more informaiton, to call their 1-888 number.
So I call the number last evening and am told that no one is working that would be able to help me, call back in the morning.
I call back, and over the course of 1hour and 10 minutes, get shuffled between 3 departments. I did not speak to any of the three that long, I was mostly on hold those 70 minutes!
I am then told that the product is on back order and they do not know when it will be available but hey, they are offering me a 20% discount on another system that would cost me $400.00 dollars more, WOW what a deal!... NOT
I ask, why did you permit the order to go through if it was not available?... all I get is sorries... not helpful when I required the device 2 weeks ago!
Then they try to up sell me to another device that is $400 dollars more!... sounds and smells like a scam to me!

Terrible experience with Lorex and an even worse product. I purchased a $2000 package of 4K cameras and the N881 series NVR. Here I am 2 years later and fed up with the company. The first camera stop working 14 months in, I ended up buying another camera. The second camera stopping working 18 months in. Each time I had to pay to purchase a camera, and pay for someone to climb a ladder and install. And now I am writing this review, 24 months later, because the entire NVR is no longer functioning. The customer service team asked me to try things like different power cables and HDMIs even though the entire box is not functioning. LOREX = PURE GARBAGE. There is no quality assurance, no proper testing or integrations done on their product. They have a savvy website and a nice looking camera that tricks people like me to fall for their product and buy. But if you want to save yourself DO NOT PURCHASE FROM LOREX! I can offer up three companies that do a better job - Arlo, Swann, and Reolink.

I purchased a 4 camera NVR system which actually took 3 weeks to get here to boot and when I hooked it up the quality was subpar and I was very disappointed for spending almost $600 on 720P security system. And I went to return it on July 18th and they received it the 25th and I still have not even heard back from them on my refund it is going on a month. They are the most unknowledgeable worthless people in retail to speak with and very frustrating do not waste your time if cuz if you do not like the product you'll spend months getting your money back as I still have not.

Purchased several security cameras and supporting DVR. Approx $650 spent. Fought with the system for almost a year. Trying to get it to work correctly, involving our internet company, thinking their service was our issue. We'd try something to fix it, then evaluate for a few weeks. Nothing seemed to help. Then the DVR adapter quit working. That was the final straw. We contacted Lorex where we were told to send the products back in their entirety and we would receive a refund. They provided us a shipping label to handle the shipping. We sent all back immediately. We were told it would take 5 to 10 days to receive the refund once the products were received. We were on vacation during that time, but checked after we returned 2 weeks later, and still had not received the refund. I called the company, leaving a message to have a call back, which never happened. I called back again and spoke with a representative. She told me they had clearly received the product (I also have confirmation of that through UPS) and she wasn't sure why we had not received it yet. She was going to put in an escalation ticket and said we should receive an email showing the credit within 24 -48 hours. 96 hours went by and no email. I called again, this time asking to speak with a supervisor. I, after a fight, finally spoke to Sid. Sid told me he didn't have a last name, or even an employee # to identify him in any way. He also told me he isn't going to give me a refund because it had been past 60 days since our purchase. So, now we are out the products (which were pathetic anyway) and our $650.00 which they promised us in return. We have filed a claim with our credit card and we are reaching out EVERYWHERE we possibly can to warn others against falling victim to this company. We will also look to see if we can file further charges against them.