Lumens

WE WOULD GIVE THEM ZERO IF POSSIBLE. SHIPPED DIRTY, USED, RETURNED ITEM TO US AFTER WE PAID FOR A NEW ITEM. SEVERAL HOURS OF PULLING TEETH WITH THEIR "CUSTOMER SERVICE." OFFERED A "GENEROUS" 4% OFF DISCOUNT FOR THE DIRTY FAN. WE CANCELLED AND AFTER ANOTHER HOUR--VOILA EXRA EXPENSIVE SHIPPING LABELS AT YOUR COST, NOT FREE RETURNS. NOT SPEEDY DELIVERY EITHER. ANOTHER ITEM THAT HAD TO COME SEVERAL DAYS AGO NOW SHOWS DELIVERY IN WEEKS.
DO NOT WASTE YOUR MONEY AND TIME WITH THESE CROOKS. THEY MISADVERTISE ON THEIR WEBSITE--70% DISCOUNTS--BS--GET FROM HD FOR THE SAME "DISCOUNTED" PRICE WITHOUT THE HASSLE AND THE LIES. SUPER HIGH CUSTOMER SATISFACTION--ANOTHER BIG BS

They said they didn't charge me for a light I ordered 4 months ago and they did but never received the light or any notification of future delays... just a light bulb for $1,500... livid!

Buyer Beware! They sell things they do not even have in stock and then claim they are ‘special order' and they will not refund/cancel! This is fraud plain and simple.

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.

Lumesn.com is well organized and the search feature is very useful. Every product has an "availability" tab to give you details of delivery. They also have an extensive stock and decent prices and most every light has some configuration options. However...

After considering lighting options for a week across multiple sites, I ordered 4 pendant lights from Lumens.com that, based on the the availability tab for that product, would be ready to ship in about 4 days. Which is great, because we are remodeling our kitchen and had to do a complete change on island lighting after increasing the length by 4 ft. We needed the lighting in a somewhat timely manner. So I was thrilled to settle finally on these 4 pendants.

About a week later... the day I was expecting the lighting to ship... I received an email stating that the lights would not be available FOR ANOTHER 9 WEEKS! Who ever wants to order an supposedly in-stock item on line and WAIT for 9 weeks. Seriously, I could have had lights made by local artisans faster. In fact, that is what I ended up doing. I basically had the glass blowing artisans knocks off the Lumens product (ish) for the same price. And I'll have everything in 4 weeks AND it will be custom.

So yeah, Lumens lost my $$$. Which is a shame because I'm remodeling my entire home.

Interesting point to note... that product is STILL showing as ready to ship on the Lumens.com site.

SUPER BAD INVENTORY MANAGEMENT AND UNREALISTIC PROMISES MADE.

They sell open box items. They get away with this by not using the word "new" on their item descriptions.

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

I purchased 3 vanity mirrors with LED lights on May 5th. Shipping company dropped the ball and when it was scheduled for delivery, they said it wouldn't be delivered for several weeks, at least.
When I called Lumens to cancel the order that I didn't received on May 18th, it took until May 24th before I received email that Refund was 'in process'. I called on June 1st asking about the refund, which hadn't been processed yet, I was told would take 5-7 business days for accounting to credit refund, once the refund is approved. This was after a 30 minute hold time, and I had to get irate on the phone to get anywhere.

Finally, credit was issued, but, in my opinion, this only occurred because I constantly called and asked for a supervisor. The supervisor, Temo who was in shipping, not even in the return or credit department.

All I can say about LUMENS is that they sell high-priced items, with little or no customer service. Poor or no follow-up and to get a refund takes at least 2+ weeks with constant calls and emails. They don't return phone calls, or emails. You need to wait on hold for a minimum of 30 minutes and then you get the run around.
NEVER would I purchase anything from LUMENS. I suggest if you purchase items and you don't receive the items, when promised, that you're prepared for a long process to get a refund.

We bought an overpriced sconce. When it arrived plastic cover was damaged. They made it difficult to geta replacement.

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.

Made a purchase in November and shipping was terrible. Purchase from another website at all costs. This was my first and last order with Lumens.

Poor if not unethical business processes. Double charge credit card and took no responsibility for error.

They delivered a broken item that was white glove delivery and battled with us for month to take it back

I have tried repeatedly to unsubscribe from Lumens never-ending emails. They simply ignore the requests.

I ordered a 80" light/fan (Windflower Smart Ceiling Fan by Modern Forms
Item #: MFM*******) which came with a faulty wall switch. They said they needed 7 Business days to approve a new switch and another 7 Business days to send me a new one. They expected me to wait 3+ wks. For a new switch? I did not want to wait 3 wks and wanted to return it, but they would not let me return it because they said it had been installed. Well, I replied, the electrician would have no idea it was faulty until he hooked it up (obviously).
I also ordered a flush mount foyer light (Clizia Wall / Flushmount by Slamp
Item #: SLA*******) it is very cheaply made plastic with crack marks, don't waste your money.
I also ordered a chandelier (Ethan F2629/8 Multi-Tier Chandelier by Generation Lighting
Item #: R*******). I was temporarily lost, Lumens had trouble determining who the shipping company was, once found, it arrived a week late and it could not be delivered to my home because it was delivered via 18 wheeler so I had to meet the delivery company to pick it up from them and the box was damaged. After the experience with the fan and the flushmount, I decided not to take a chance and returned the chandiliar without even opening the late damaged delivery.
Wish I would have seen this site before ordering from this company. When I discovered their reviews, their were 78 reviews, 70 were one star
I have pictures but do not know how to convert them to required form to download. Available upon request