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Canadians - Avoid this company
"Lumens knowingly sells product into Canada that is not authorized by CAA for use in Canada. Modern Fan has told them that their fans are not certified by CAA but Lumens continues to sell their product into Canada. I learned this the hard way when my electrician refused to instal the product. Other issues included late shipment and inadequate packing as the lamp lens was broken. The broken lamp lens was the "reason" that Lumens would not take the fan back.So, approximately US$700 later, I have a fan that cannot be used. This company must lack integrity from the top if this is how the CSRs and their managers are told how to operate. Lumens is part of Y Design Group and the CEO is Sean Callahan. Real leadership comes from the top!"
"Order over >8 weeks overdue and no delivery in site. Called customer service multiple times - with hold times exceeding 20 mins. When I did get a CSR on the phone, the response was "its not shipped yet" - no emails, calls or anything to let me know this. In today's e-commerce world, 99% of firms are way better at this and consumers use the web for selection and speed as 2 primary reasons. My suggestion to Lumens leadership: Get out of the commerce selling space! You need to go back to the pre 80s selling process with a storefront where its no goods = no sales. I just cancelled > $1,300 worth of goods. I've bought from them before and had the same issue. They apparently buy your goods from wholesalers after you place an order. Their "estimated delivery" is not an estimate - its a bogus hope + prayer. So my room must remain dark for a while but not to worry - there are lots of good vendors out there to help with people who know what they are doing. Consumers: steer clear of Lumens. I rate them a Zero in customer experience, poor response and no delivery. Take your money elsewhere as they have no clue what they are doing! With such high quality and priced products why bother with such aggravation!"
Don’t use Lumens. Horrible service.
"We purchased a very expensive light. Didn’t fit and reluctantly agreed to refund our money, provided we pay for $50 shipping. Fair enough. Unfortunately, they sold us over $100 worth of bulbs that were extremely overpriced and we can’t use them. Well, they won’t allow us to return them even for store credit. We’ve never even taken them out of the shipping box, let alone the light bulb box. I’ve spent thousands of dollars with this company and they just lost a customer over a $100. I will never use them again. "
"Here are the reasons to consider buying from Lumens: You're in no hurry & would appreciate having the extra time to wait 3 weeks for delivery. You also have the time to make 4 or 5 phone calls to Lumens & several to your credit card company to try to figure out why Lumens says you never made the purchase, but the charge is showing on your credit card statement. And, you're grateful for the opportunity to help customer service representatives understand that if they type your email incorrectly you won't receive that message. You may also be afforded the rare occasion to explain that when you told them that a fixture was damaged it did not mean that there were missing parts so it probably won't help much to send parts you don't need. So, have fun, have patience and good luck!"
“Easy Returns” is a lie...
"Purchased a $300 light that didn’t work for space intended. It was mounted for 5 minutes and in perfect condition. Lumens won’t accept any open box returns. Glad I didn’t purchase anything else in my cart, a net $900 loss for this backwards company."
Terrible website, great products
"Lumens has an excellent lighting selection for attractive, modern light fixtures. In that regard, it's been a perfect site for finding lighting for our home renovation project. The website isn't good, however, and I stumbled upon some really stupid errors while trying to return an item. Note that if you've already installed a light fixture, they will not take it back. Thankfully, we hadn't installed ours. But it took Lumens 1 week to provide a return shipping label after approving my return request. Then they informed me that I only have 10 days to use the label, and also, that once they receive the item, it will take 14 to 21 days to process my refund. I've never heard of any business keeping your money an extra 2 to 3 weeks after receiving a return."
Zero rating if that was an option
"I ordered a fixture that misled me by the claim that it had 3000k. I needed that quality of light for a new bathroom to match the other light sources. The only way to determine if it works to your liking is to install it. It was installed and the light casts a yellow light rather than bright white. I called customer service and explained my dissapointment and requested a refund of the $250 . They replied saying that because it had been installed they would not refund my money. I asked her how was I to accept a purchase without seeing it in the location turned on and she still insisted that it would not be refunded. I have purchased many items from lights to toilets from build .com and they refunded without question . What kind of business is Lumens without good customer relations? I warn anyone not to purchase any item from this unreasonable so -called business."
"I ordered one $400 outdoor wall lamp and it was too large so I contacted Lumens to exchange it for 3 of the size smaller and they told me the manufacture did not allow returns (Hinkley). I called the manufacturer at recommendation of another lighting vendor and they told me they absolutely do take returns with a restocking fee as long as the item was not mounted (mine was not). After I had placed my order and received the order confirmation I received a separate e-mail saying it was not returnable. Bait and switch. There was nothing that said the item was not exchangable for a larger purchase. Now I am out $400 and I still need to order the 3 lights. But certainly not from this company."
TERRIBLE CUSTOMER SERVICE
"Order a lamp as a Christmas gift, it was supposed to arrive within 3 to 5 business days.Few days later I received an e-mail stating that it would ship at the end of January! what???? i bought it as a Christmas gift.After that I send several emails to customer service and never received an answer.I contacted them over the phone, nobody was willing to help.This is unbelievable and the worst customer service I have ever received."
AVOID LUMENS AT ALL COSTS
"Never Again!! I really wish that I had read the reviews before losing over $700 here. Purchased two Gubi lamps. I opened one box to find that one of the legs of the lamp were dented. I also noticed that the on/off switch was so far down the cord, that I would actually have to get out of bed to switch it off (as I purchased them as bedside lamps).Tried to fill out the return form online and got a denial message. Also got trapped into checking that a lamp had been installed simply because I took one of them out of the box. Called customer service to try to make a return and got the run around from Cecilia, who also informed me in a warning email message that as I took the lamp out of the box (thus installed it by Lumens standards), that it is not eligible for a return. The most absurd and dishonest business tactic ever. She also promised she would get back to me regarding the return, but never did.I have spent hours trying to reach someone in customer service and can never get through. Eventually got through to someone in sales who assured me that a manager, Amanda, would call me back. I never heard back from her either.When Lumen's claims "easy returns" on their website, that is completely false and misleading.I am now in the process of taking legal action.You shop at your own peril at Lumens!"
"When I decided to purchase floor lamps on line, I was hesitant to use Lumens due to the bad reviews that have been made on different rating sites. As I thought that those bad experiences can happen with the best companies, I decided to take a chance and I am happy I did!Customer Service does read the additional comments that you can add on your order. They did call us back to clarify certain points and did their best to deliver before the promised date. Lamps came in perfect conditions. I would have preferred to know that the 4 boxes we were waiting for would be delivered over 2 days, but overall the experience was very good. "
Horrible customer service from a company that sells very expensive products
"I expected a lot more from a company that sells such expensive products. I purchased a pendant that was discounted because it was an open box item - it was non-returnable but I was willing to take the risk for the discount. After a few weeks I received a survey by email asking me how I liked the product - since I had not received it I called Lumens and they discovered it was lost by the shipping company. They told me I could have a refund but then I don't get the item I purchased or I could pay twice as much for a new one - what a scam! I told them to make the shipping company pay for the lost item and the rep told me they will file a claim with them to collect - so basically they want to screw me out of the bargain price I purchased at my risk of no return and then also collect from the shipping company for the product I purchased. WHAT CROOKS! I told the customer service person they should not use some crappy shipping company and she got an attitude with me telling me the retailer has a right to choose whatever delivery company they want. I have news for you Lumens - the customer has the right to purchase from any company they want and I STORNGLY advise anyone reading this to take your thousands of dollars to a reputable dealer, this one is literally highway robbery"
They took a month to tell me that my order was canceled.
"I understand that difficulties arise, but it is not acceptable to take a month to inform me that my order has been canceled."
"Two expensive pendants were ordered. The finish was disappointing and I requested a return. I understand having to pay for shipping and handling, but their estimate for this is $50. I will never buy from them again. Sight unseen is very risky."
Slow shipping but goo customer service
"Took from Thursday till Tuesday to ship and charged for 2 day expedited and shipped 3 day standard by ups which made me give them a 1 star rating originally as they did not answer emails about the shipping finally got someone on the phone and they refunded shipping charges in full so I can recommend them if your not in a hurry"