Lumens is North America’s premier destination for modern lighting, furniture and décor, serving trade and contract professionals as well as consumers. We travel the world to source from 420+ global design brands, curating a product assortment that features iconic designs as well as the latest in contemporary interior décor, including exclusive pieces that can’t be found anywhere else.The Lumens mission to inspire and connect the world with good design has led the company to be a pioneer of innovation, delivering a best-in-class customer experience through our website, editorial content, customer support teams, dedicated trade program and print publications. Our US-based design experts and product specialists, with professional certifications and decades of combined interior design knowledge, are ready to help you over the phone, email or online chat.Welcome to Lumens
Lumens (lumens.com) has 184 customer reviews on Five Star Index, with an average rating of 1.4 out of 5.
Also known as
lumens.com
Website
lumens.com
Category
Home Goods Stores
Location
Sacramento, California
Listed on Five Star Index
2026
About these reviews
Replies
The company replied to 71% of reviews.
Latest
Most recent review: October 2026.
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Reviews are shown as their authors wrote them. The company can reply, but cannot edit them.
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Very incompetent customer service that creates a shipping label with the wrong shipping address. And then refused to correct it at first and then did after some very unprofessional communications. Then afterwards, not shipping the product for almost a month after having created the shipping label. The correction for the shipping address is a request for UPS and UPS automatically canceled the change request within 10 days. Lumens customer service are so incompetent that they complicate the matter and not replying to email to further correct the situation. Think twice before doing with these incompetents.
Response from LumensAug 7, 2026
Good Morning R. G,
Thank you for bringing your concerns to our attention. We're sorry to hear that you had a disappointing experience.
Unfortunately, we weren't able to identify your account based on the information provided. If you could please reply with your name, order number, or the email address associated with your order, we'd be happy to review what happened and look into your concerns.
We take feedback seriously and appreciate the opportunity to investigate the issue and assist you further.
Best Wishes,
Kate
[email protected]
MK
Mer K.
No customer support, year-long delay in shipping
Customer support was automated, dismissive, avoided assistance, and a direct call was hung up twice. The first time I bought a light from this company, it arrive almost a year later and didn't look as nice as the item I had seen online.
Response from LumensAug 3, 2026
Good morning, Mer
We sincerely apologize for the nearly six-month delay in receiving your light fixture. We completely understand how disappointing and frustrating it is to wait that long for a purchase, especially when you were looking forward to completing your space. This is not the experience we want for our customers, and we're truly sorry for the inconvenience and uncertainty you endured throughout the process.
At the time your order was placed, many manufacturers were experiencing significant supply chain disruptions related to uncertainty surrounding proposed tariffs. As material costs increased and future costs remained uncertain, several manufacturers delayed purchasing materials and production, which resulted in extended lead times across many products. We understand that this doesn't lessen the frustration of the delay, but we did want to provide some context for why your order took so much longer than originally expected.
We're also very sorry for the experience you had with our Customer Experience team. The level of service you received did not meet the standards we strive to provide. We have reviewed what occurred and taken steps to address the issue so we can provide a better experience for our customers going forward.
We truly appreciate your patience and thank you for giving us the opportunity to serve you. We sincerely apologize again for the delay and the frustration this experience caused.
Best Wishes,
Kate
Lumens Customer Experience
AS
AS
Stay away -- defective items being sold and nightmare to get a refund
Terrible customer service and an absolute nightmare to work with. Ordered a bed frame from Lumens. Took 2+ weeks to deliver, which is long but not insane for a large item. The problem is... the bed frame is defective. The joints of the bed frame don't line up properly; even the delivery team said "you got a defective item" when they assembled the frame. I've been trying to get a refund for 6+ weeks and all that happens is Lumens takes 3-4+ days to respond and then asks me to coordinate with their freight company. You can see from all the other reviews here that this is not a company to be trusted and you should stay as far away as possible.
Response from LumensJul 28, 2026
Good Afternoon, Archit
We're very sorry for the delays you've experienced with your order. The replacement was delayed due to the manufacturer's ongoing supply chain issues, which kept the item on backorder longer than expected. Once the manufacturer confirmed their inventory had been replenished, we were ready to move forward with the replacement, but we completely understand your decision to return the bed frame for a refund instead.
Because this item ships by freight, both the original delivery and the return process take longer than a standard parcel shipment. Freight carriers schedule pickups and deliveries by appointment, use specialized equipment to safely transport large items, and shipments often move through multiple terminals before reaching their destination. Transit times can also be extended by severe weather and other conditions that affect freight routes and delivery schedules, which is also why it took longer for your order to be delivered.
The freight company will contact you to schedule a convenient pickup appointment. If you'd like to arrange the pickup sooner, you may also contact Metropolitan Warehouse & Delivery directly at 800-300-7417 and reference tracking number 7004 4548 0222. Once the bed frame has been received back at the warehouse, we'll process your refund promptly.
We sincerely apologize for the inconvenience and truly appreciate your patience throughout this process.
Best Wishes,
Kate
Customer Experience
[email protected]
LM
Leigh M.
Lumen takes orders and not deliver
I ordered a hot tub from them back in May says it's out for delivery that was on the 12 th of June and on june19 said delivered but I have not received anything and I have a ring doorbell that shows nothing and I can't reach them to dispute it this company is a scam they take your money and deliver nothing...
Response from LumensJul 20, 2026
Dear Leigh,
I'm very sorry for the frustration you've experienced, especially when you're trying to get assistance with your hot tub. I can certainly understand how disappointing it is to reach out for help and not get the answers you're looking for.
Unfortunately, I wasn't able to locate an order in our system using the information provided. We also don't sell hot tubs, so it appears you may have reached us by mistake. There are several companies with names similar to ours, which can understandably cause confusion.
I recommend checking your order confirmation email, shipping confirmation, or your bank or credit card statement to identify the correct company. That should provide the merchant name or contact information you need to reach the right retailer.
I'm sorry we weren't able to help directly, but I do hope you're able to locate the correct company and get your issue resolved quickly. We wish you the very best.
Kind regards,
Kate
Lumens Customer Experience
[email protected]
JU
Julia
Item never shipped, no refund yet
Ordered a shelf that was in stock - was supposed to ship within 5 days. It's been 3 weeks now, and no updates, no way to reach the customer service either. Paid over $300 and did not receive any refund. Their website doesn't work when you try to submit a request. If anyone from Lumens reads this - please cancel my order and refund the money to the original payment method. Order nr L3447282 . Thank you, Julia
Response from LumensJul 7, 2026
Hi Julia,
We sincerely apologize for the lengthy delay with your order. We understand how frustrating it is when an estimated ship date continues to be pushed back.
Estimated ship dates can change for a variety of reasons, including production delays, material shortages, quality inspections, high order volumes, or other manufacturing and supply chain issues. While we work closely with our manufacturers to provide the most accurate information possible, these delays can occasionally occur.
We've confirmed that your order has been canceled, and your refund has been processed. Depending on your financial institution, you should see the credit appear within the next few business days.
If you have any questions, our contact information can be found on our website under the **Contact Us** page, and we're always happy to help.
We sincerely apologize for the delay and any inconvenience it caused. Thank you for your patience, and we hope to have the opportunity to serve you again in the future.
Best Wishes,
Kate
Lumens Customer Experience
[email protected]
(877) 445-4486
SK
seung K.
Worst company ever.
I purchased a dining table for over $5,000 and waited almost three months for delivery. After all that time, I finally received a delivery notification, only for the delivery to never happen.
When I contacted Lumen customer service, they were completely unhelpful. The only response I received was that I needed to contact the freight company because they had already handed the shipment over to them. Instead of helping resolve the issue, they simply passed the responsibility to someone else.
A week later, the delivery finally arrived, but only the table legs were delivered. The actual tabletop was missing. The dining table was supposed to arrive in two pieces, but I only received one of them. Once again, I contacted Lumen customer service, and once again, they told me to contact the freight company myself.
For a company selling high-end furniture, this level of customer service is unacceptable. Customers should not have to chase down freight companies to locate missing items from a $5,000 purchase. Lumen should take responsibility for ensuring orders are delivered completely and should assist customers when problems arise.
The entire experience has been frustrating, time-consuming, and extremely disappointing. Spending thousands of dollars on furniture should come with better communication, accountability, and customer support.
I would not recommend this company based on my experience.
Response from LumensJul 6, 2026
Hi Seung,
Thank you for reaching out. I apologize that we weren't able to locate your order with the information that was provided. Once we have additional details, we'll be happy to look into the shipment for you.
I also understand how frustrating it can be to experience a delay with a freight shipment. Unlike standard parcel carriers, freight deliveries involve multiple stages. After your order leaves the manufacturer's warehouse, it is transferred to the freight carrier's network, where it may pass through one or more distribution terminals before reaching your local delivery hub. Along the way, factors such as weather, traffic, equipment issues, staffing shortages, high shipping volumes, or terminal backlogs can sometimes cause delays.
Once the shipment has been picked up by the freight carrier, it is no longer physically in our possession. While we continue to monitor the shipment and work with the carrier to obtain updates, we aren't able to reroute, expedite, or otherwise control the carrier's transportation schedule. We do, however, advocate on your behalf and will continue to request the latest status until your order is delivered.
As soon as we're able to identify your order and receive updated information from the freight carrier, we'll be happy to share those details with you.
We sincerely apologize for the inconvenience and appreciate your patience and understanding.
Best Wishes
Kate
Customer Experience
[email protected]
SM
Sandie M.
Ordered cookware set for $19.95 on…
Ordered cookware set for $19.95 on 5/1/26. Should've known better! Never received it, and got the runaround until James apologized and promised to get an answer by 6/16/26. Haven't heard back from him. I'm going to try to get my money back, but don't expect much.
Response from LumensJun 29, 2026
Hello Sandie,
Thank you for reaching out to us.
After reviewing the information provided, I did want to mention that we do not currently offer a $19.95 cookware set through Lumens.com. Because there are several companies with names similar to ours, it's possible there may be some confusion regarding the retailer from which the order was placed.
One company we are occasionally confused with is Lumen (without the "s"), as well as other similarly named retailers. We recommend reviewing your receipt, order confirmation email, shipping documentation, or bank statement to verify the merchant name and contact information associated with the purchase.
I understand how frustrating and confusing situations like this can be, especially when you're trying to track down an order or resolve an issue. I sincerely hope you're able to connect with the correct company and get this matter resolved quickly.
Best regards,
Kate
Lumens Customer Experience
[email protected]
MK
Marina K.
Price match is not really a thing
I have been a customers for a few years. My last purchase was a pair of vanity sconces Jaren by Alder and oak (which is Lumens exclusive). What I received was Niagara by Matteo lighting, which looks exactly the same. The difference is that you can buy it elsewhere and cheaper.
While I have already received my order, on the website my order maintains the status “shipped” or “expected to ship”, thus I cannot perform any actions with it. I wrote an email to lumens customer service about the price match, but received no response. I called them too, and they confirmed that Alder and oak lamps and Matteo Niagara are the same things, but the lady told me that they don’t price match Lowe’s, Home Depot or Wayfair, or else - only an autorised dealer. Nothing of this nonsense is mentioned on their website.
The return is at your own expense, plus my order is not marked as delivered. They know that the contact form in their site doesn’t work, and they don’t care. Once you have an issue with them, you’re on your own. I am very disappointed by Lumens.
They invent their own”brands” which are just renamed products by other companies, and sell them at higher price.
If you’re going to buy anything from Lumens I advise you to do an image search first, to make sure you won’t get scammed.
My order number L3442494
Update as of June 30: I sent another email to Lumens with a link to another distributor, which I found on the official website of the maker (though still got no response on my email). They have issued me a price match refund.
Response from LumensJun 29, 2026
Dear Marina,
I sincerely apologize for the miscommunication regarding your price match request. We understand how frustrating it must have been to receive conflicting information, and we regret that your experience did not meet the level of service you should expect from us.
After reviewing your case, I wanted to clarify our policy. While we were unable to match the price offered by Lowe's, we would have been able to match the price from an approved online retailer that meets our price match criteria. Additionally, if a qualifying price match was not available, we could have explored other discounts that may have been available to help lower the cost of your vanity light.
We're sorry that these options were not communicated to you at the time. We've reviewed the interaction with the agent involved, and they are being coached to ensure our policies and available options are communicated more clearly going forward.
As a gesture of goodwill, I have processed a refund of **$160.00** to your original form of payment. Depending on your financial institution, you should see the credit reflected within the next several business days.
We truly regret the experience you've had. It is not representative of the level of service we strive to provide, and we appreciate you bringing this to our attention. Thank you for giving us the opportunity to address your concerns, and we hope we can restore your confidence in shopping with us.
Kind regards,
Kate
Lumens Customer Experience
