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"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"
"I had a terrible experience with this company - I bought a $3 thousand dollar chandelier which is being shipped thousands of miles away from my home because they lied to me about when the order would be filled, and lied again about shipping it to my home. I am absolutely furious and want to alert the public to NEVER do business with these people. Hideous customer service."
"Poor experience. I bought multiple lights from lumens.com two years ago for a remodel. One was a Holtkoeltter chandelier 5508. Just two years later after relatively little use in a formal dining area the transformer failed. It is a DC lamp fixture. Not a single bulb has burnt out but the transformer failed. No modern fixture should fail after two years of light use. I have light switches that monitor the total time the fixture had been on...less than 10,000 minutes...just 166 hours over two years. Hoeltkoeltter and Lukens both said sorry...outside the warranty. You'll have to buy a new transformer. The manufacturer does not stand by their products and Lumens does not stand by the products they sell. I gave them two stars because the rep actually called me back when he said he would. Have to give something for that. But, I would NOT recommend you purchase from this company and I would definitely not recommend buying any Hoeltkoeltter lighting fixtures of any kind given their poor backing of their product. Look at other reviews on multiple sites prior to dealing with this company. I am not just an annoyed and disgruntled customer leaving a bad review. I purchased thousands of dollars with of products from this company and was left with a $1600 paper weight as without the ax-DC teansformer, the product would not work. I paid the &100 dollars and accepted their insincere token of 15% off but would advise that you think very long and hard before entering into business with a company that would allow any customer to pay so much for a fixture that fails in just two years and not stand behind the product they are promoting on their site. "
"Katie is my rep at lumens- she is great. I have been very happy with this company"
"I ordered 2 pendant lights from Lumens.com for a kitchen remodel. It wasn't the speediest shipping but we weren't in a hurry. I didn't think to inspect the lamps till over a month later and noticed a chip in one of the glass covers. Was worried that they wouldnt help as their website says you are to report damage within 48 hours after their arrival. Despite this, they were very helpful and sent me a new lamp without any hassle. Thank you lumens!"
"I purchased two floor lamps from Lumens sight unseen and was very pleased. Quick order confirmation, quick shipping, and a great price based on comparison shopping around the web. I have no complaints and will definitely turn to Lumens again should I need to purchase lighting fixtures."
"Item received was severely damaged prior to shipping, appeared to have been used. I immediately sent pictures to Lumens customer service of the damage right out of the box (i will post the pics). Lumens customer service called and told me they were as appalled as I was after seeing the pictures. After a few phone calls Lumens worked with the manufacturer to amend the situation. Both Lumens and the manufacturer worked together to turn a unfortunate mistake into a great buy for me. These guys really shined and I will buy from them again with great confidence."