Lumens

Wow, I've had an impressively awful experience with Lumens. After purchasing a smart ceiling fan last December for our new build, upon installation the fan did not work. Multiple calls and emails went by with no solution until last week, when I was told I could get a refund due to the fan being defective. Great, issue resolved. Then today I get a call telling me a refund is not possible due to the length of time that has elapsed, but a replacement is possible. I've been paying a contractor who can't wait weeks for Lumens to provide a solution, so I purchased another fan. If the fan is under warranty for a replacement, then why isn't a refund possible for a defective product? Wow. I've spent thousands with Lumens over the past few years on two major house projects, but have learned my lesson. Do not buy from this company.

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 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.

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.

Ordered 5 lights from Lumens. They arrived promptly and were of excellent quality. Had to send four back as I had been advised incorrectly. Received return shipping labels promptly, and return shipping was free. Only reason for 4* rather than 5* is that it took over three weeks before the credit appeared on my card. Will certainly use again.

Paid to have them professionally installed. After 10 minutes realized the had no adjustment mechanism to point downward to patio seating area. Called Customer Service and THEY REFUSED TO ACCEPT RETURN BECAUSE THEY HAD BEEN INSTALLED FOR 10 minutes. Between Shipping, Installation and Fan Cost I am in these two crap fans $1500! DO NOT BUY FROM LUMENS

I ordered a $4600 sofa, the first one came in the wrong color. I was upset, things happen. One month later the couch came in missing 2 large pieces and one of them still being incorrect. 2 months later I still do not have my sofa so I requested a refund. The refund took me calling them for a 2.5 week period and getting told "oh, give it 24 hours" until I finally demanded to speak with a supervisor. They don't have any product on hand and they are very disorganized. Stay away and let them fail because they had no interest in trying to compensate for me taking off of work twice for delivery of the wrong product.

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.

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

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.

I, admittedly, made a mistake when ordering two ceiling fans during a 20% promotion. Lumens has now positioned themselves as a third party, not responsible or able to remedy a problem. They are accepting my undamaged/unopened return at a 50% PENALTY. The two items were NOT part of a closeout sale, just a holiday promotion. Their unwillingness to work with somone is truly the worst customer service experience I could have imagined. It is also fantastic that they are charging me the shipping cost to return the items. I will never do business with this company again and will discourage anyone from doing the same. I am in a business of constantly referring people for supplies/materials and resources for houses.

Unless you have no other choice, do not work for this company. They WILL do the following: Change your schedule w/o notice just days before you're to take vacation. Get an occurrence for not being able to login because their systems are down, a family members dies (yes, you will get an occurrence if someone you love dies... it happened to me!), the Avaya phone system is having issues and/or your issued PC crashed or fails.

I honestly cannot think of anything positive about this company. Their service sucks, the supervisors are brain dead and inept, and they lack any sense or morals.

I say this will everything pure that I have in me! This company is satanic!

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.

Dissatisfied with $50 return shipping on two expensive pendant lights ($900) so I am letting the public know! I will never shop sight unseen for something so important.
Sweet customer service lady said that they sometimes do waive the return shipping, but they weren't going to for this. I wondered why she even told me they sometimes do for some customers.?
Don't fall prey. Go to a real lightening store and inspect your purchase. Lighting to so important to your room. Why I thought it would work as an online purchase was totally my mistake.