Nicki M.
I don't usually write negative reviews
I don't usually write negative reviews, but I feel obligated to save other customers time and frustration. I purchased the Componibili round modular stacking unit order #3177780 on 11/28/2025. My account was charged in full and a shipping label was created 12/4/2025, but UPS never received the item and it was later deemed lost after numerous calls to customer service and not to mention I was disconnected several times. I was told I could either wait for it to be located or receive a replacement. Waiting indefinitely for a "lost" package made no sense, so I chose the replacement. I received an email stating the replacement wouldn't ship until around 2/23/2026-nearly three months after my original purchase. At that point, I called to cancel the order and requested a full refund. I received confirmation that the cancellation was successful, yet I still have not received my refund. My account was charged on 12/4/2025, and as of today, 1/30/2026-nearly two months later-there has been no resolution. This is despite multiple follow-ups and notifying the company I would initiate a chargeback with my bank if I don't receive a refund in a timely manner with my last phone call on 1/10/2026. I ultimately had to file a claim with my bank. I also ordered the same product from another company and received it as promised over two weeks ago. This experience reflects the extremely poor logistics, communication, and customer service. I would not recommend ordering from this company.
Response from LumensFeb 2, 2026
Good Morning Nicki, Thank you for your feedback — we truly appreciate you taking the time to share your experience, as it helps us continue improving our service. We understand your frustration and sincerely apologize for the inconvenience this has caused. We confirmed that your original order was lost in transit and created a replacement order for you. Since most of our items ship directly from the manufacturer, the delivery date provided was based on their timeline. Unfortunately, we did miss a step in initiating your cancellation and refund, and we sincerely apologize for that oversight. We’ve now expedited the process, and you should see the refund within the next few days. Once again, we’re very sorry for your experience and appreciate your patience. Best Wishes, Kate Lumens Customer Experience