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
Jill Piercy C.
DO NOT PURCHASE THESE!!! THEY are cheap crap. They don’t work and the company won’t give a refund.
Reply from LumensNov 25, 2024
Hi Jill, We're so sorry for your experience, but we're afraid you've left your review on the wrong website. We don't have a record of any purchases you've made with Lumens.
Kevin H.
Just made a purchase and am already questioning that decision. Gave them permission to text me with offers in exchange for "$50 off of next order" -- turned out to be next order over $500. Limited photos of their Mantle Lamp do not show the electrical cord so that one may know if it will be visually intrusive. Photos do not show the light bulb sockets for placement or size. Is this just sloppy, or intentionally misleading? We shall see.
Reply from LumensNov 20, 2024
Hello Kevin, Thank you for your feedback! We appreciate your opinion and constantly strive to improve our service. Regarding your recent comments about the Classic Mantel Light by House of Troy, Lumens strives to provide accurate information regarding the description of the fixture as well as photos that are provided to us by the manufacturer. I searched the House of Troy website and was not able to find photos of the Mantle Lamp that shows the fixture with the cord, nor the placement of the sockets. Our website does provide the information for bulb type in the specifications section for that fixture. You will need 5W T9 E26. That said, I have notated your order that any shipping cost be waived in the event you'd like to return the lamp. If you have any questions or concerns, please feel free to respond to this email or call us. Sincerely, Kate Lumens Customer Service
Mansi P.
Ordered 7 ceiling fans and had them installed. One fan was making a terrible sound due to a loose bearing. I will give credit that they did send me a replacement. However I had to pay two installation fees and reached out to them regarding this - their response was that they are not responsible for costs related to defective items. “Items should be inspected prior to Installation”. Since the issue was not cosmetic, there was no way to know there was a defect without power to the fan. I find this response totally ridiculous. I would recommend buying locally - the money I saved was much less than the money I lost on installing a defective product.
Reply from LumensNov 11, 2024
Thank you for your feedback! We appreciate your opinion and constantly strive to improve our service. I was unable to locate your account at Lumens using the email address and phone number you provided. Could there be another email address that you used when your ordered your fans? Please feel free to get back with us anytime.
FD
The worst online retailer. I purchased a dresser in August after being reassured by customer service that it was in stock. The item never shipped within the promised timeframe. When I followed up, they admitted to an inventory error and informed me the dresser was now back-ordered until October 30. It’s now November, and the item still hasn’t shipped. Customer service said all they can do is follow up with the vendor. I’m trying to give them business they don’t deserve. I’ll likely request a refund and buy the dresser elsewhere.
Reply from LumensNov 5, 2024
Hello Frank, Thank you for your feedback! We appreciate your opinion and constantly strive to improve our service. Regarding your recent comments about the availability of the Superchoice 6 Drawer Dresser. Lumens strives to provide accurate information about the availability of products on the Service. However, we cannot warrant that such information is always accurate, complete, reliable, current, or free of errors. As with any merchandizer, inventory is dynamic. Some of our Manufacturing Partners use automated inventory update systems, others simply keep us updated by emailing their Account Manages with any changes in their inventory. Inventory may change suddenly due to a large order or a supply chain delay. That said, after checking with Blue Dot regarding your order, I was informed that the dresser is on back order due to manufacturing delays. I apologize for any negative impact the delay may have had on your schedule. We will continue to work with our partners to improve the accuracy of the information on our site. If you have any questions or concerns, please feel free to respond to this email or call us. Sincerely, Kate Lumens Customer Service
RBS
Extremely poor customer service. Phones ring and ring for 30 minutes and go unanswered. Once answered a transfer to another department and a hang up. I now go to the light manufacturers site, pay more. But I have a human to interact with without endless waiting. No discount makes Lumens worthwhile for me.
Reply from LumensOct 28, 2024
Thank you for your feedback! We appreciate your opinion and constantly strive to improve our service. Regarding your recent comments, I would like to apologize for the service you received. We do on occasion experience high call volumes which can cause long wait times. Our Customer Service lines are available from 6:00 AM to 5:00 PM Pacific time Monday through Friday and from 7:00 AM to 3:30 PM Pacific on Saturday. Please feel free to get back with us anytime.
Luke S.
The worst entitled costumer service, Ryan the head of customer service and the rest of the team don’t care about your project or timeline. They make mistakes after mistakes, can’t rely on them and just deal with it. Don’t buy here.
Reply from LumensOct 11, 2024
Thank you for your feedback! We appreciate your opinion and constantly strive to improve our service. Regarding your recent comments about the availability of the Brooklyn Counter Stools, I apologize for the negative impact this is having on you. While Lumens strives to provide accurate information about the availability of products on the Service, we can't warrant that such information is always accurate, complete, reliable, current, or free of errors. As with any merchandizer, inventory is dynamic, and we rely on our Manufacturing partners to provide us with accurate information. In this case, I'm sorry to say, the stools you ordered are on backorder due to supply chain issues in the manufacturing process. Your order does have priority. Please feel free to get back with us anytime.
Repeat C.
After many days of back and forth, we found the dining chairs we had been looking at and loved for much cheaper at Lumens and bit the bullet. I typically do an exhaustive search of reviews before buying, and while I did look at Google ones, did not search Trustpilot until after completing the transaction (rookie mistake). As you can imagine, I started to wonder if I had made a mistake after all I read. So come Monday morning (order placed iver the weekend) I called both manufacturer and Lumens to verify my order before it was too late. Manufacturer assured me they are a reputable and authorized reseller and as for Lumens, they answered right away and were very helpful. We received our 6 chairs less than 4 days after placing the order (even before Lumens could get us the tracking info). No issues with delivery or anything. As for the reviews online, my sense is the issues are with the specific manufacturers and not directly to do with Lumen and their shipping. This being said, I also didn’t have to return anything… which is another conversation. I will say however, my experience with their customer service was very good. I will definitely consider them first for our next home furniture purchase.
Reply from LumensOct 10, 2024
Your feedback is valuable to us! Thank you for taking the time to share it.
Jan K.
Very disappointed by unhelpful and awfully slow shipping and delivery service who wasn't able to have a $3000 lamp delivered from NYC to DC in less than 2 weeks.
Reply from LumensOct 11, 2024
Thank you for your feedback! We appreciate your opinion and constantly strive to improve our service. Regarding your recent comments about your Arco Floor Lamp, I would like to apologize for the experience you had with the delivery process. I checked and saw that the manufacturer of the lamp, Flos, chose to ship it through a freight company due to the weight and composition of the lamp. This method takes a bit longer than our normal UPS delivery timelines, but it is by far a more suitable way of handling such a valuable item. I have noted that your delivery has been scheduled for next week. I want to thank you for being a valued Lumens customer and I hope you enjoy your lamp for years to come.
