LumensReviews of lumens.com

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]

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]

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

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]

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]

Response from LumensJun 25, 2026

Dear Ryan, Thank you for taking the time to bring this incident to our attention. I'm sorry to hear about your experience and understand why it would be upsetting. I did want to clarify that Lumens is an online retailer specializing in lighting, furniture, ceiling fans, and home décor. We do not operate our own delivery trucks or employ company drivers. Orders are shipped through third-party parcel and freight carriers or directly from our manufacturers. Based on your description, it does not appear that the vehicle involved would have been operated by Lumens. If you were able to identify the name displayed on the truck, you may wish to contact that company directly so they can investigate the incident. Thank you again for reaching out, and I hope you are able to identify the appropriate company. Best regards, Kate Lumens Customer Experience

Response from LumensJun 22, 2026

Hi, we appreciate you reaching out. We understand how frustrating delivery issues can be, especially when it's a gift for a grandchild. However, it appears this order was possibly placed with Lumen.com, not with us — we're a different company with a similar name and we don't sell riding car toys. The reference to Lumen handling the refund in your correspondence also suggests this is the case. We'd encourage you to contact Lumen.com directly for assistance with your order. We hope it gets sorted out quickly!

Response from LumensJun 16, 2026

Good morning, Brianna. After reviewing the order history, I can see that the estimated ship date was delayed six separate times. Unfortunately, updates were not provided for the last three delays, and when the manufacturer failed to respond to our requests for additional information, appropriate follow-up was not completed on our end. I understand how frustrating it must have been to repeatedly experience delays without receiving the communication and updates you deserved. While shipping delays can occur for a variety of reasons—including production issues, material shortages, quality control inspections, inventory discrepancies, labor constraints, transportation challenges, and other supply chain disruptions—we should have done a better job of keeping you informed and escalating the lack of response from the manufacturer. I understand that these repeated delays ultimately led to your decision to cancel the order. While we respect that decision, I am truly sorry that we were unable to deliver the product and experience you expected when you placed your order with us. This is not the level of service we strive to provide, and I sincerely apologize for the frustration, inconvenience, and disappointment this situation caused. Best regards, Kate Lumens Customer Experience [email protected]