Bad
Based on 184 reviews
Honesty, pricing, process and quality scores appear once 5 customers have rated them.
Lumens is North America’s premier destination for modern lighting, furniture and décor, serving trade and contract professionals as well as consumers. We travel the world to source from 420+ global design brands, curating a product assortment that features iconic designs as well as the latest in contemporary interior décor, including exclusive pieces that can’t be found anywhere else.The Lumens mission to inspire and connect the world with good design has led the company to be a pioneer of innovation, delivering a best-in-class customer experience through our website, editorial content, customer support teams, dedicated trade program and print publications. Our US-based design experts and product specialists, with professional certifications and decades of combined interior design knowledge, are ready to help you over the phone, email or online chat.Welcome to Lumens
Lumens (lumens.com) has 184 customer reviews on Folks Told, with an average rating of 1.4 out of 5.
184 approved reviews, newest moderated first
PAUL
Upon delivery of a 350lb side console table for which I paid for an Inside delivery. The team could not get he piece inside my house and instead left it outside while also damaging my newly refinished porch. Lumens repsonse has been dreadful advising I need to contacted the Carrier even though it was all organized through them. I am continung to fight them.
Shopping
The table was fine. The Lumens experience, not so much. I placed a high-value table order explicitly utilizing an active Rakuten tracking session for a rebate. Lumens delayed the shipment, which triggered an internal back-end re-authorization charge on my card weeks later. This manual re-billing process completely erased the affiliate tracking data on their end. When I contacted customer service to rectify the tracking error, they washed their hands of it completely, stating they "have nothing to do with Rakuten." This is completely false; they are an active affiliate merchant. Their broken internal billing cycles stripped my tracking link and cost me a $111.36 combined cash-back reward. If you are shopping here to optimize rewards or credit card bonuses, look elsewhere. Their system cannot handle delayed shipping without breaking your tracking and I could have got the same table directly from Polywood for the same price and in days, not weeks.
Reply from LumensOct 19, 2026
Good morning, Jeffrey We sincerely apologize for the frustration and disappointment you've experienced regarding your Rakuten cash back offer. We understand how upsetting it can be to anticipate receiving a reward for your purchase, only to find that it has been denied. While Lumens is a participating retailer on Rakuten, we do not have access to their system to determine why a cash back offer may have been denied. These offers are administered directly by Rakuten, so they would be best equipped to review the transaction and provide an explanation. We appreciate your business and the opportunity to address your concerns. Thank you for choosing Lumens, and please accept our sincere apologies for the disappointment you've experienced. Best Wishes, Kate Lumens Customer Experience
Kay T.
After placing an order in May for an in stock item, it was delayed twice to July then October then cancelled as my credit card date expired. I tried to add a new card date on the order before the October 16 ship date but Lumens website would not allow a new card to be entered. When I called customer service the agent said she could not take the card and needed to talk to accounting. I received an email today that I had cancelled the order. Another customer service representative said the vendor would not have until November and did not know if they could honor the sales price on my original order. I will never order from this company again…
Reply from LumensOct 16, 2026
Hello Kay, We sincerely apologize for the disappointment and frustration you've experienced with the cancellation of your order. We understand how upsetting it must have been to learn that your order was canceled, particularly when you were looking forward to receiving your purchase. We're truly sorry for the inconvenience this has caused. Unfortunately, we were unable to successfully process your payment. Our Accounting Department made six attempts to contact you over the course of a month to resolve the payment issue and keep your order moving forward. Regrettably, we did not receive a response, and the order was ultimately canceled. We certainly understand that communications can be missed, and we regret that we weren't able to connect with you before the cancellation occurred. Please know that canceling your order was not our desired outcome. We would have much preferred to resolve the payment issue and fulfill your purchase. We genuinely appreciate your interest in shopping with Lumens and are sorry that your experience has been disappointing. If you're still interested in the item, we'd be happy to assist you with placing a new order. Again, please accept our sincere apologies for the frustration and inconvenience. We hope you'll give us another opportunity to provide you with a much better experience. Best Wishes, Kate Lumens Customer Service
Cheryl F.
Skip Lumens and order directly from the manufacturer. I was missing part of my order and the response was that it takes 7 days to process the replacement and then shipping. My renovation will now be delayed. For my future orders I will skip Lumens. Highly disappointed in the customer service.
Reply from LumensOct 12, 2026
Hello Cheryl, Thank you for your feedback. We're very sorry for the inconvenience and frustration you've experienced with your order. We understand how disappointing it is when a purchase doesn't go as expected, especially when additional time is needed to make things right. Please accept our sincere apologies. As an online retailer, Lumens works directly with manufacturers who ship products to our customers. We don't maintain our own inventory or warehouses, so replacement items and parts are also shipped directly from the manufacturer. When a replacement is needed, we coordinate with the manufacturer to arrange for the new item or replacement part to be sent. Depending on the circumstances, the manufacturer may require photos, additional information, or the return of the original item before proceeding. Replacement availability and shipping timelines are also determined by the manufacturer. While we don't physically handle the shipments, we remain responsible for coordinating the replacement process and following up with the manufacturer to help ensure everything moves forward as smoothly as possible. We sincerely apologize for the inconvenience and appreciate your patience as we work toward a resolution. Our goal is to make this process as easy as possible and ensure you receive the product you originally expected. Best Wishes Kate Lumens Customer Experience
Kaylee
Horrible customer service. Our company ordered a bookcase that hangs from the wall for our client. We received it missing the bracket that attaches the bookcase to the wall. After reporting the missing part, we were shipped a bag of screws. After reporting the wrong item shipped, I was told it would be resolved and made a priority. A week later and still no resolution and no bracket has shipped. Would never do business with them again!
Reply from LumensOct 12, 2026
Hello Kaylee, Thank you for reaching out. We're sorry to hear that you may be experiencing an issue, and we'd be happy to assist you. Unfortunately, we weren't able to locate an order with the information provided. Without an order number or email address associated with your purchase, we're unable to look into your concerns. We'd love the opportunity to help! Please provide your order number or the email address used when placing your order so we can review the details and determine how best to assist you. You can also reach our Customer Experience team by phone at 877-445-4486 or by email at [email protected]. We look forward to hearing from you and helping get this resolved. Best Wishes Kate Lumens Customer Experience
Amy L.
Extremely disappointed with both the quality of this lamp and Lumens’ extremely short damage-reporting window. I was traveling and wasn’t able to unbox the item within their 7-day period. By the time I opened it, I discovered three chips in the lampshade, a loose base, and an entire main assembly part missing from the box. The shade is so poorly constructed that it won’t even hold its shape properly unless we now try to glue the base ourselves. For the price, the quality is shockingly poor and the lamp looks much cheaper in person than it does online. What makes this especially frustrating is that if you happen to be traveling or aren’t able to inspect your delivery immediately, you can easily find yourself stuck with a damaged or incomplete item because of Lumens’ policy. I would not order from Lumens again. Buy directly from the manufacturer whenever possible. And even if this lamp had arrived completely undamaged, I still would have been disappointed—the actual product looks nowhere near as polished or high-end as the photos suggest.
Reply from LumensSep 30, 2026
Hello Amy, We’re so sorry that your Palma LED Outdoor Floor Lamp arrived damaged. We know how disappointing it is to wait for a new item only to open the package and discover that it isn’t in the condition you expected. This is certainly not the experience we wanted for you, and we sincerely apologize for the frustration and inconvenience. We have already initiated a replacement request with the manufacturer. They will review the request and confirm the replacement availability and shipping details. Once the replacement has been approved and processed, we’ll receive an estimated ship date and tracking information when it becomes available. This process can take a few business days while the manufacturer reviews and processes the request. We’ll continue to follow the replacement and keep you updated as additional information becomes available. We understand that this means more waiting after you’ve already waited for your original order, and we’re very sorry. We appreciate your patience while we work to get a new Palma LED Outdoor Floor Lamp to you as quickly as possible. Warm regards, Kate Lumens Customer Experience 877-445-4486 [[email protected]](mailto:[email protected])
Kathy Prince C.
The absolute worst company I’ve ever dealt with. I placed an order 9/5, had to cancel it a couple hours later, realizing it wasn’t the correct chandelier….my mistake. On 9/10, the chandelier was shipped. Lumens said they had no control over that, and gave me the number to the shipping carrier. Long story but today is 9/24 and still no refund, lumens knows nothing, the shipper says it’s been sent back and I’m still out $1,700 dollars. I cannot tell u how many times I’ve called, and nobody knows anything! Horrible! Do yourself a favor and find another company to deal with! Next I will deal with them thru my credit card company.
Reply from LumensOct 1, 2026
Hello Kathy, We’re truly sorry for how long this process has taken and for the frustration and inconvenience you’ve experienced along the way. We understand how difficult it is to continue waiting for a resolution, especially after you’ve already done your part by returning the fixture. While we’re still waiting for the manufacturer to confirm that they have received the fixture, we don’t feel you should have to wait any longer for your refund. We’ve decided to complete the return on our end and have issued your refund. The funds will be returned to your original form of payment. Please allow a few business days for the credit to appear, depending on your financial institution. We sincerely apologize that it took this long to get you to a resolution. Thank you for your patience throughout the process and for giving us the opportunity to make this right. Warm regards, Kate Lumens Customer Experience
midwestern C.
Have ordered from Lumens several times and have only had positive experiences. Good customer service and good wide range of products at what seems to be competitive pricing.
Reply from LumensAug 25, 2026
Thank you so much for taking the time to share your experience with us. We truly appreciate your kind words and are so glad to hear from you. Thank you for choosing Lumens and allowing us the opportunity to assist you! Best Wishes, Kate Customer Experience
