Lumens Reviews 160

Probably one of the worst customer experiences I've ever had. I purchased two flush mount lights from Lumens.com. The website said they were in stock. Two days later I got and email that said they were backordered and wouldn't be shipped for about a month. I called to cancel because I needed them sooner. I called a few days later to check on my refund and was told that the lights had shipped and that it was too late for my refund. I received no shipping or tracking information. The lights are being sent to Colorado and I live in Texas so won't be able to return them for at least a month when I'm out there and now will have to squeeze in a trip to UPS during my visit. Because I thought they were backordered I bought two much more expensive lights from another store, had them rushed and they are being installed by my contractor today. I feel like I'm out $350 and I can only imagine the hassle fighting for my refund is going to be when I send them back a month later. What a miss at every step of the way - hard to believe a company can operate like this. Order number: L2458635

I made my latest Lumens purchase via the Aadvantage eShopping portal — which allows American Airlines frequent flyers to receive miles and Loyalty Points for purchases from a large variety of retailers.

It’s been a month since this order was placed and several weeks since my pendant light was delivered. And still, Lumens has not paid their commission to Aadvantage eShopping for my business, so I haven’t received my American Airlines frequent flyer miles.

Hey Lumens, pay your bills. What other affinity programs have you been stiffing?!

POSTSCRIPT IN RESPONSE TO THE LUMENS.COM REPLY ON JUNE 14:

I have indeed checked with Cartera, the company that manages affinity programs for many airlines including American.

The terms of Lumens’s agreement are that they’ll affirm the commission they owe within two weeks of the transaction so the customer can receive his/her points or miles within 15 days of their purchase. Lumens, despite your dismissive reply, your account remains in arrears. Stop making excuses and pay your bills! I’ll gladly update this review once you’re current.

In the meantime, I would advise potential customers to shop for lighting and other home furnishings elsewhere. At present, Lumens.com appears to be too untrustworthy with which to safely do business. Don’t just take my word for it: what’s their average number of stars here on Trustpilot?

Their website will say "ships in 4-5 business days," but it's really more like 20+. Then, they use the most incompetent shipping companies. One left thousands of dollars of merchandise at the wrong address and let some stranger sign for it. I still don't have my order.

Never provided opportunity to order white glove service, series of boxes delivered on a pallet in my driveway on a rainy evening, no attempts at service recovery. Strongly recommend not ordering furniture through this website.

I wish I could leave negative stars. I am a designer and used lumens for a project. the shipping is free but my client keeps receiving a bill from fed ex. have called lumens 3 times.
one of the light fixtures was received with an arm broken. still have not received a refund.
I have spent way too much time trying to make this right. will never order from again

Ordered the lights. Since ordering had seen them cheaper in a store in the UK much superior quality. Received lights after about 3 weeks. One of the strips would not stick. Despite the area it was applied being clean and dry. Contacted them by email on numerous occasions and have had no response whatsoever. Very poor service. Buy from the UK then you can see what you are getting.

Lumens has become my go to place for lights! The sales reps were very helpful in narrowing down the choices. Everything shipped timely and arrived in good condition. I love my new Pina, it's the perfect little light on my nightstand!

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.

Lumens set extremely poor expectations of delivery timeline, and after waiting 2.5 months (initial estimate was 4 weeks), I finally received a shipping confirmation. 2 weeks, 2 shipment attempts, and multiple customer service calls later, I still don’t have the products I ordered. The company can’t even get me the items I ordered now that they are available. I live in a single family home with a unit number A, it’s not complicated. Hoping the cancellation actually goes through and I get my money back.

Worst customer service. Order from somewhere else

EDIT: never did hear back from Lumens's, it has been over a month since they replied here that they would reach out. Never happened. Also tried to place a new order, giving them one more chance (don't do it!) and they just cancelled the order for no reason and I couldn't get ahold of anyone (again HORRIBLE customer service) to figure out what happened and no one could tell me

VERY glad I read the reviews before spending $1200. I decided to check this company out after it offered me $50 off "orders of $500 or more". We found a dining room light we really liked, got to the checkout to spend well over $1,000.00 and the code wouldn't work. I attempted to call over and over, no one answers their customer service. Attempting to call them at 9am (east coast time) and their recording gives the obligatory "We are experiencing significantly high call and email volume." That made me remember TrustPilot, so I came here to check out their review. Thanks TrustPilot and TrustPilot reviewers. Based on the reviews here and the issues I was already having with this company before I even handed over a credit card number, you likely saved me $1200 and a LOT of anger and frustration with what is no doubt a dubious company.

Not sure about the quality of lights we ordered since we haven't seen them yet. Ordered more than 15 days ago and still not shipped. Contacted customer support and was told it's going to be shipped tomorrow and tomorrow came and go. Our lighting contractor could not wait that long for the lights and we had to use replacement for these. Terrible.

Waiting over month for Alba replacement lamp because first one was defective. Talked with Lumens half dozen times. Still no replacement for a defective Alba lamp. Very frustrating.

Years ago, we ordered a number of high end table lamps from Lumens. On fixture ( Luce Plan/ Berenice) arrived with a damaged green glass shade. It took forever to get the replacement shade involving countless follow-up phone calls. I could have purchased the shade locally and avoid the stress of having to deal with Lumens customer service.

In 2020 we noticed a ceiling fan which we liked and ended up purchasing 5. Lumens shipped them promptly and the fans installed without incident.
Based on our experience with the 5 fans we recently ordered a sixth. Lumens advised that the fan had shipped and supplied a tracking number. Using the tracking number Lumens supplied, we received messages from the shipper implying that the fan had in fact not shipped. We sent repeated messages to Lumens customer service which promptly responded with inaccurate responses to our problem.
I finally called them on the west coast where it was determined that Lumens had supplied the wrong tracking number to us.
I asked the person I spoke with to provide me with the name and contact info of the company's owner to let them know about our experience. The customer service person I spoke to refused to give me that information stating that I should send my concerns to their customer service. Since their customer service doesn't really service customers it appeared that the company isn't really interested in improving their customer service.....
Dealing with Lumens is really hit or miss. I would avoid them.

This was second time ordering pendants for my second house. By the time the items arrived, I changed my mind.
As soon as the 2 lights hit my doorstep I requested a return on the website. FYI, the 2 items were shrink wrapped together and sent to me as 1 package and 7lbs.
After creating the return, I’m being charged $60 for return shipping and 2 separate return labels with 4lbs each. When I chatted with an agent, they informed me that the items Weight 3.65lbs and rounded up to 4lbs and not sure why the manufacturer would ship them 7lbs total and is there anything else they can help me with?!
No effort to try to make a customer happier!

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 through LUMENS and received in a timely fashion. No issues and I received a better price.

This company is a fraud. Never got my order and now trying to get my money back via my credit card. The reviews on their site are fake, don’t be fooled as I was. Customer service full of empty promises. This company needs to be shut down and banned from advertising on social media

I searched high and low for a wireless standing lamp that would fit between two recliners where there was no outlet. The Poldina Pro rechargeable lamp was exactly what I was looking for! It’s simply gorgeous in the “rust” color.

they sent to us a defective overpriced product. Made replacement difficult