LumensReviews of lumens.com

Good news: Customer service is great and they do resolve issues in a timely fashion. Bad news: Ordered $4k chandelier, electricians came out to hang it, and when it was time to install it the hanging chain was missing. Also, the company had mailed some of the glass pieces separately from the main box without warning (unlabeled package sat in a pile of mail for 2 wks). 6 weeks later, $2500 dining rm chandelier finally arrived. Same electricians came out to hang it found out wrong canopy size was included in box. Needless to say, i had very unhappy electricians, as well as chandelier parts sitting on my counters until correct parts were shipped and electricians were rescheduled TWICE. Add: I have received an $375 invoice from electricians for coming out 6/5/24 and will be billed again for them having to come back whenever correct part is received. I have emailed Lumens about the electrician’s invoice and am waiting for Lumens response. UPDATE: 6/10 Lumens replied to my emails, were apologetic for the oversights, and has sent a credit for the electricians invoice. While the packing department needs some work, i still maintain their customer service has always been responsive, professional, and resolves issues in a prompt manner.

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

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.