Bouchra K.

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.