LumensReviews of lumens.com

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 17, 2026

Dear Tim, Thank you for your kind words. We truly appreciate you taking the time to share your experience. I wanted to mention that many of the negative reviews you may see online are related to a different company called Lumen (without the "s"), which is not affiliated with Lumens. Because the names are so similar, customers occasionally post reviews intended for that company on our review pages. In many cases, the products being discussed are not items that Lumens sells. We certainly aren't perfect, but we wanted to provide that context, as it has contributed to some confusion regarding our online reviews. Thank you again for your support and for choosing Lumens. We truly appreciate your business. Warm regards, Kate Lumens Customer Experience 877-445-4486 [email protected]

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]

Response from LumensJun 16, 2026

Hello Banks, Thank you for reaching out. I'm sorry to hear that you're having difficulty locating information about your purchase, and I understand how frustrating that can be. After reviewing your inquiry, I wanted to let you know that Lumens does not sell a product called the "Boneless Couch." It's possible there may be some confusion between Lumens and another company called Lumen (without the "s"), as customers occasionally mistake the two businesses due to the similarity in their names. To help identify the correct retailer, I recommend reviewing your bank or credit card statement, as well as any order confirmation, shipping, or receipt emails associated with the purchase. These documents should contain the merchant name and contact information for the company from which the order was placed. I apologize that we're unable to locate this product in our system, but I hope this information helps point you in the right direction and leads to a quick resolution. Best regards, Kate Lumens Customer Experience [email protected]

Response from LumensJun 15, 2026

Hello Tana, Thank you for reaching out to us. After reviewing the information provided, I did want to mention that we do not currently offer a 20-piece 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 9, 2026

Good Afternoon, David. I wanted to provide an update on your order and thank you for your patience while we work to obtain additional information. The manufacturer is headquartered in Braintree, Essex, which has added an extra layer of complexity to our communications and response times. At this point, we are still awaiting confirmation regarding shipment details and have not yet been advised whether your order will be shipping directly from England or from the manufacturer's warehouse in New Jersey. I am hopeful that we will have this information before the end of the day. If not, I will personally follow up with you tomorrow morning with an update, even if we are still awaiting a final response. On a separate note, I wanted to clarify that Lumens is a U.S.-based retailer specializing in lighting, furniture, fans, and home décor. Many of the recent reviews we have investigated appear to be intended for a different company called Lumen (without the "s"), which is not affiliated with Lumens. The products referenced in those reviews are not products we carry, and we believe some customers may have confused the two companies due to the similarity in their names. Thank you again for your patience and understanding. I will be back in touch as soon as I have additional information. Best regards, Kate Lumens Customer Experience [email protected] Hi David, I sincerely apologize for the delay with your chair order and completely understand how frustrating it must have been to wait for updates without clear information. We know you placed your order with the expectation that we would keep you informed, and we fell short of that expectation. After reviewing your order, we discovered that the delay was caused by a communication breakdown between the manufacturer and our team. We submitted several requests for an estimated ship date, but unfortunately those inquiries went unanswered. More importantly, those outstanding requests should have been escalated and followed up on more aggressively, and I apologize that this did not happen. We have since identified and corrected the process issue that contributed to the delay, and I'm happy to let you know that your chairs are now on their way. I will follow up separately with your tracking information as soon as it becomes available. I also want you to know that we have used this situation as a coaching opportunity with our customer experience team to help ensure that unanswered manufacturer inquiries are identified and escalated more quickly in the future. I understand that this delay has been disappointing, and I sincerely regret the frustration and inconvenience it has caused. Thank you for your patience and for giving us the opportunity to make this right. Warm regards, Kate Lumens Customer Experience 877-445-4486 [email protected]

Response from LumensJun 8, 2026

Hello Victoria, Thank you for reaching out to us. After reviewing the information provided, I was not able to locate an account or an order for you 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 877-445-4486 [email protected]