LumensReviews of lumens.com

This company takes no accountability for mistakes they make, if anything goes wrong on their end it will come out of your wallet. I am undergoing a months long renovation for a coop I purchased before I move in. As part of this I ordered 3 large wall sconces for the bedroom. The contractors received and installed them right away. Later on, I ordered 4 more of the same sconces for the living room. The contractors pointed out to me that they were different. I came in to inspect, and it turns out the first 3 I received were 3 of the smaller versions (cheaper, and not LED). I contacted Lumens with pictures of the difference, and they agreed that they had made a mistake. However, since the wall sconces had been installed, they would not take them back. Essentially they choose to blame the contractor for installing the lights they received, rather than taking responsibility for sending the wrong lights in the first place. Furthermore, the CS agent rather sarcastically replied "Thanks for sending the pictures which confirm that you have received your items" when the pictures clearly show the items are wrong. After over an hour of them trying to deflect responsibility, they refunded me only the difference in cost between what they sent me and what I ordered, and closed the ticket, despite the fact that what they sent me will not work. They are firmly expecting me to just take their mistaken delivery. I will have to get replacements at my own cost to make this work. Update: After leaving reviews around and filing a complaint with the BBB, they eventually refunded my order. I am adding another star for that, but I wish their own CS would have simply made things right the first time I contacted, instead of forcing things to go this far.

I bought a $400 desk lamp from Lumens on 9/17. It arrived well-packed on 9/23. When I opened it on 9/24, something seemed off. There was plastic wrap twisted all around the lamp components, making me wonder if it was a return. Once I cut away all the plastic, I saw that the lamp was already assembled (the manufacturer instructions show that you have to assemble it yourself). When I removed it from the box, the base of the lamp fixture was snapped into two pieces. That same morning I first tried to contact Lumens. I used chat support which was just an AI bot that linked me to a webpage. The webpage said I had 48 hours to complete a form for a refund for any damaged item. I submitted the form and uploaded photos of the damaged lamp. I received no confirmation or email acknowledging the form, but I decided to give it a few days. I used AI chat again on 9/29 until I got put through to a real rep. I relayed all of the information from the form again (she clearly had no record of it) and she approved a return & refund (Return Authorization #LR-291025). I got an email that day confirming the refund once I returned the lamp. However, Lumens claims their system separately generates a UPS return label that should come "in 1-2 business days." I waited one more week and no return label arrived. I filed a dispute with my credit card on 10/6. They gave me the temporary credit but on 10/27 reversed it, claiming that Lumens told them, "the item arrived in good condition." Lumens acknowledged my damaged item and authorized a return & refund, so I'm not sure how they were able to tell CapitalOne that the item was in good condition. They have photos showing it snapped into two pieces. My only regret is not checking out this company. I thought they were legit but they will absolutely ghost you if you need any help. I sincerely believe that the "separate return label" emails are never sent to customers and they count on most people giving up and then lie to credit card merchants.

Customer service disaster. In March 2021 I purchased a Moooi Heracleum III Endless Linear Suspension Light from Lumens. After approximately 200 hours of use, the transformer failed. On September 4, 2025 I contacted Lumens and Sharmaine "helped" me. For several weeks, she did absolutely nothing despite me reaching out 3 additional times. At that point, I retried customer service and got Jayden. He was slightly more helpful but after 5 weeks of request after request, nothing has happened. Moooi claims we never registered the light. I believe we did. According to Lumens, Moooi doesn't respond. Regardless no one is disputing the fact we purchased it through Lumens order #L1321033. I have jumped through hoop after hoop and have gotten nowhere. Seven weeks later, I have purchased a new transformer through Lumens for $871!! SO6190333 It was that or have an expensive light hang uselessly. I have purchased over $10,000 in products from Lumens and this is what I get. Absolutely zero help or customer service. It has been an extraordinarily frustrating experience. I highly recommend shopping somewhere else before you end up like me or these many other people who have had horrific experiences.

Wish I had read these reviews before ordering... I received a box containing my floor lamp base, but the second box with the lamp shade never arrived. I have spoken to three different customer service reps this week to try to resolve. They all said they would investigate and call me back, but nobody ever did. For refence, my order # is L3108155.

Basically stole my money. I received a broken lamp (over $200). Custom service assured me that I would receive a refund and that I would receive an email within the week instructing me not to return the item but to destroy it. Multiple calls and texts and multiple refund promises and no email or refund was ever received. Now, after weeks of this, their customer service number is either not working or has screened my number. Update: I see the response below but have no way to respond to you directly including to discuss the fact that the below is inaccurate. You have my email please reach out directly.

I only recieved half of my $6000 order and i’ve been waiting over a month and contacted the company multiple times, and they still haven’t sent me the items I’ve paid for. The customer service of Lumens is really horrendous. Save yourself the trouble and stay away from this site. They will gladly take your money and give you nothing in return

Ordered sconces that stated in stock, only to find out they are not in stock. Since they don't actually stock any of their own inventory the cancelation process is a 3-4 day wait and see if they can or cannot cancel the order. Terrible business practice. AI chat bot gives generic answers and so do the so called Human chat bots.

I ordered a bistro table in August and it arrived in September and UPS was the delivery method. Can't complain about that, however when the handyman attempted to put it together yesterday, the pole was incorrect and not for a bistro table, but a counter table. I contacted Lumens yesterday and a rep was supposed to contact me yesterday but did not. I called today and someone was to email me with the new number and status. One should not have to jump through hoops to place a return and get the proper parts. I will not utilize Lumens in the future, especially since the handyman will have to make another trip and another expense. And now 10/3 they are requesting a photo, which was sent. The rep I talked to originally, said the item would be received in 3-4 days. Not true when they are requesting a photo on 10/3/25. Perhaps better training of customer service reps is needed. Today 10/6/25 I get a "resolution" stating that the correct item was received and they are not sending a new correct size leg for the table as follows: Hello Karen, Your request has been resolved. Please find the resolution and order details below. Sincerely, Lumens Customer Service (877) 445-4486 Resolution Hello, the vendor has confirmed you received the correct item. They only provide 32" and 24". If you are not satisfied with the item, please CALL Customer Service to set up a return/refund. Thank you