d S.
Ridiculous Shipping delays and lies - BUT A HAPPY ENDING
I leave my original review for continuity. Note it was originally 1 Star. After posting this review and receiving an email from KATE @ Lumens, I finally received shipping information and today received my merchandise. I do appreciate all involved in rectifying my situation and hopefully Lumens follows through on their message to me to use my experience as a learning and teaching opportunity. *********************************************** ORIGINAL REVIEW: Add my name to this experience Numerous buyers report experiencing long lead times, with "in-stock" items taking much longer to ship than advertised. I call it out and out lying. I ordered my items during memorial day, Lumens was slightly more expensive, but after calling and checking, was told they were in stock and would ship in a week. As of this writing, the ship date has slipped 4 times , and even worse, the customer service chat people lie. Each time i was told they were contacting the manufacturer, and they would follow up. No one has yet to follow up AND the last chat i was told, "I have not observed any communications with the manufacturer from our team, and I sincerely apologize for this oversight." so BAD! take your business elsewhere
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]