LumensReviews of lumens.com

Response from LumensDec 8, 2025

Hello Ingo, Thank you for reaching out to us. We sincerely apologize for the issues you’ve experienced with your Lighthouse Lantern. Upon reviewing your order, we have confirmed that you accepted a $75 discount, plus applicable tax, in lieu of a replacement. Therefore, we are unable to proceed with a replacement order for this item. We contacted the manufacturer to obtain information regarding replacement glass and were informed that it will not be available for approximately 6 to 9 weeks. In the interest of goodwill, we have elected to issue a full refund for the remaining balance of the fixture. This will allow you to repurchase the item and receive it in a more timely manner. If you have any questions or concerns, feels free to reach back out to us. Best Wishes, Kate Customer Experience

Response from LumensDec 2, 2025

Good morning, Wayne, Thank you for reaching out. We sincerely apologize for the inconvenience. We are currently experiencing heavier-than-normal volume due to the holiday sales period. We were unable to locate any previous communication from you, but we’re here to help. You can reach us at: (877) 445-4486 or [email protected] We'll be happy to assist you. Best Wishes, Kate Customer Experience

Response from LumensDec 4, 2025

Hello Ryan, We sincerely apologize for the inconvenience. Unfortunately, we were unable to locate your order with the information provided. When you have a moment, please share your email address or order number so we can assist you further. Thank you for your understanding, and we look forward to helping you! Best regards, Kate Lumen's Customer Service

Response from LumensNov 24, 2025

Hi Maggie, Thank you for your feedback. We truly appreciate you taking the time to share your experience with us, as it helps us continuously improve our service. We understand your frustration and sincerely apologize for any inconvenience this has caused. After reviewing the calls you had with our customer service representatives, it appears that we were working to get the missing power cord sent to you. It seems that one of the two packages shipped did not reach you. Once we confirmed that you preferred to return the lamp, we arranged the return and provided the return labels. We apologize for any misunderstanding and appreciate your patience throughout the process. Best Wishes, Kate Customer Experience

Response from LumensOct 30, 2025

Hello Megan, Thank you for your feedback. We truly appreciate you taking the time to share your experience with us, as it helps us continuously improve our service. We understand your frustration and sincerely apologize for the inconvenience this has caused. When a return request is initiated, we reach out to the manufacturer to confirm whether they’d like the damaged item returned or if it can be disposed of. In this case, the agent did not request photos from you that we would normally forward to the manufacturer for review. Before we received a response from the manufacturer, a chargeback was filed with your card issuer, which automatically stopped the return process on our end. We sincerely apologize for any misunderstanding this caused. We’ve since cleared the return for a refund, which you should see reflected on your account within a few days. Once again, our apologies — this was an oversight on our part. As a gesture of goodwill, we’re sending you a gift card for the inconvenience. Please don’t hesitate to reach out if there’s anything else we can assist you with. Best Wishes, Kate Lumens Customer Service

Response from LumensOct 27, 2025

Hello Julie, Thank you for your feedback. We truly appreciate you taking the time to share your experience with us, as it helps us continuously improve our service. We understand your frustration and sincerely apologize for the inconvenience this has caused, as well as for the delay in our response. While Moooi offers a five-year warranty on this fixture, the warranty must be activated when the product is received. After reviewing your order, we confirmed that the warranty activation, including the QR code registration, was not completed for this item. Although we were able to extend a discount on the transformer, we are unfortunately unable to replace it at no cost. Please feel free to reach out with any questions or concerns. Best Wishes, Kate Lumens Customer Service

Response from LumensOct 27, 2025

Hi Carly, Thank you for your feedback. We truly appreciate you taking the time to share your experience with us, as it helps us continuously improve our service. Please accept our sincere apologies for the inconvenience you experienced with the missing shade on your lamp—we understand how frustrating this must have been. We initially reached out to the manufacturer to confirm whether the shade had been shipped separately; however, we have not yet received a response. To ensure a timely resolution, we have now processed a replacement directly and are expediting the process so you can receive the shade as quickly as possible. As a gesture of our appreciation for your patience, and to apologize for the inconvenience, we are also issuing you a $50 gift card. Thank you again for your understanding, and please don’t hesitate to reach out if there is anything more we can assist you with. Best Wishes, Kate Lumens Customer Experience

Response from LumensOct 22, 2025

Hello Tyson, Thank you for your feedback. We truly appreciate you taking the time to share your experience with us, and we remain committed to continuously improving our service. We have reviewed your request and confirmed that your refund was approved on October 2. However, because the charge is currently under dispute with your credit card company, we have not issued a refund on our end. In an effort to ensure a smooth and timely resolution for you, we have chosen not to contest the chargeback, which means your credit card company will process the reimbursement directly. If you have any additional questions or need further assistance, please don’t hesitate to reach out—we’re here to help. Best Wishes, Kate Lumens Customer Service