LumensReviews of lumens.com

I ordered 2 pendant lights. They were delivered and one of the lights came damaged. Glass shade was broken. I reported incident as soon as I received and opened the package. They took a while to process the claim and just sent a replacement glass shade (thought they'd ask us to return and we'd get a whole light replacement as should be); however, when my husband went to test the light (to see if that is all we needed), the light didn't work at all. I called Lumens and they told us since it was 3 days after the order, we needed to order replacement parts. This is very disappointing. I should not have to deal with fixing (don't even know how/what to order). It should come perfect the first time. Will never order from Lumens again. This is about $900 for the two pendants, and why would I trust they'd send me the right parts and spend more $. I need 2 and not 1 light, so what a waste of time/effort. Shopping with Lumens is stressful, and not worth it.

Charged me $109 return shipping per item, a 3ed of the purchase price. When I warned others about their high return shipping cost on BBB website they offered free return shipping, Claiming $109 was a mistake. Now I'm getting emails saying my delievery has been scheduled. I haven't ordered anything else from them. A really screwed up drop shipping company. Edit: the shipping cost was not waived until the company saw the review I left on the Better Business Bureau site.

The website tells you one thing and the reality is very different. Will say "In stock - Ships from 8-9 days" and then the reality is the item will be shipped MONTHS later when they directly order themselves from the manufacturer. This is false advertising and false descriptions used to sell items. EDIT: They followed up to ensure the order was cancelled to their credit. Their website is still not up to date, would not trust what is stated on it for inventory.

After a wait of several months, Lumens sent a fixture with missing parts. I had an electrician open the box but the fixture was impossible to install. Moreover, the Lumens site does not provide details on the hanging height of the fixture. It took over a dozen calls to Lumens but ultimately allowed me to return the fixture. This was a six month ordeal and a complete waste of time. I am requesting an additional refund of $250 for the electrician.

I accidentally had these delivered to my old address.i gave them plenty of time to amend the order,but they didn’t. Consequently I have lost the order now. We moved 300 miles away so wasn’t prepared to travel that far to collect them. Customer service is absolute rubbish

I will never order from this company again. They sent that wrong product - something that happens sometimes - but it has been a nightmare getting it returned and replaced. They sent the replacement motor but not the right fan blades. No one seems to understand that it comes in 2 boxes. I keep going from customer service to the replacement specialists. After weeks of frustration, I contacted the manufacturer directly and they had never received a request for the correct product. Now the blades are on backorder. I expect more customer care for an expensive purchase. Update - just read the reply saying you’ve requested more information but it is not stated what information is being requested. SO6108224

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

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.