LumensReviews 106

Bought 2 ceiling fans with 2 day expedited shipping ($875 total). The fans never came. UPS says they never received the fans and Lumens has no idea where its at. They keep saying they will reach out to the manufacturer but never have any update other than that. DO NOT ORDER FROM THEM. I'm out $875 with nothing to show for it

I made an order 6 months ago. They said it would take about 6 weeks. After 6 weeks i got an email that the shipping date is postponed for another few months. When that date arrived, I got another email that its postponed again. After a few days i got an email that the item is discontinued. The email said that since i didn't receive the order i wasn't charged.
But...i was charged at the same day I made the order.
They did not bother to refund me automatically so i entered a chat with costumer service. They asked for my details, then asked how can i help you, and disappeared. I had to give them a phone call. Now lets see how long will it take to receive my money back.
Btw i had a former bad experience with them a few years ago, i tried to give them another chance but thats it. I very rarely write reviews, especially negative ones but this is outrageous. Just Don't.

After purchasing thousands of dollars of furniture and lighting with them (since 2019) I can say they have really hit bottom. We purchased a set of 6 Herman Miller Eames dining chairs. One recently broke due to a flaw. We reached out to their customer service which in the past has been 5 Stars and spoke with Hannah Kozal regarding the issue. First, she insisted we were not entitled to any replacement. We explained the warranty indicated we were still under through January 2025. Hannah said she'd need a few days to research it. Since I had a copy of the warranty from Herman Miller I shared it with her. "Okay," she admitted. "Email us pictures of the issue and we'll send out a replacement." We did just that, and Lumens confirmed that the "replacement" was authorized with a shipping date of 11/27. I reached out on 11/29 to find out the status and was told it was coming. No date. I reached out again today, 12/3 and was told I was not getting a replacement but replacement parts and "sorry we forgot to tell you they're arriving on 12/19." PARTS? It's supposed to be a REPLACMENT chair. After going back and forth with Hannah Kozal for nearly 40 minutes sharing my communications she said I'll send you the "ORIGINAL" email sent to you about the parts. I opened up the email she just forwarded to me and discovered that the "Original" email had been altered. The "Original" email had a completely different shipping address vs. the new "Original" one forwarded. It was such BS. She is supposedly a Customer Service Supervisor at Lumens. It's really quite sad to see a company that was stellar at one time stoop to this low point. I don't know what other recourse I have to complain about the company so that others who might be considering a purchase from them will be aware

Date of experience: December 02,2024

You would never expect the amount of hassle and struggle lumber will put you thru just to order a few counter stools. And the I don't give a f with their customers service team headed by this guy name Ryan and everyone there, this is a messed up place.

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.

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.

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.

Lumens took payment on an item then repeatedly deferred shipping to the point it became obvious the product wasn't available... nor could they confirm it would ever be. This may potentially be fraud?
Avoid this web site.

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.

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

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.

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.

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.

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.

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.

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.

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

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.