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
Keegan C.
I spent so much time searching through hundreds of lights to find the perfect set. Shipping was supposed to be about a week out. I paid for the lights and 2 months later they just cancel my order (only after I checked with them a 2nd time for an update) No compensation or coupon for the fact that they have been holding over $1,000 for 2 months and now I need to order from someone else I guess when I eventually get my refund.
Jill O.
This is about the customer service and shipping of this product. I have not received the product. Lumens doesn't seem to care whether you receive your product or not. We are having major issues receiving a $600+ chair. We are home nearly all the time working, yet it never gets delivered, and they claim to deliver it, but that's not true. When I contact Customer Service, they just regurgitate the order tracking update from FedEx, but do not help in any meaningful way to resolve this issue. This product is about a week late and counting. So I have been on the phone with FedEx trying to figure this out and wasting my time. I'd buy products from a company who cares about the whole customer experience and that definitely is not Lumens.
n/a
I like the company, I have ordered a few things from them and everything has been fine with the exception of one open-box item I got that was damaged and I have yet to get a solution for that issue. Overall I find the customer care has been responsive and they do price match, unless its a discounted item which is alright. They have a good selection of lights ( I have never ordered any home decor items from them) Overall so far I haven't had any horrible issues and the shipping has always been pretty fast with all the lights I ordered so. I like to use the chat option on the website too which seems like a fast response vs the phone imo.
DIRK R.
I ordered a Tizio lamp. I thought-weather has been horrible.I called a month after the ship date and it had been canceled.They "Sent me an email"I didn't receive.Declined to give me a discount for my trouble.They don't care.
Susan K.
We purchased a coffee table from Lumens - very bad idea. We ordered the table in July 2020, received it October 2020 and by January, it was a mess. Chips, scratches - the material was so cheap the finish just about flaked off. We complained about this $800 coffee table was was told the manufacturer claimed "normal wear". We sent several photos as requested. Lumens customer service - who we had to chase down several times for a resolution - said sorry, we can send you $80. This company sells junk and doesn't stand behind the product. Wish I had read some of the review of the company before buying... they're all pretty bad. And they don't allow for reviews on their own website! NOT recommended for ANY products.
NRM
Customer Service is either nonexistent, slow, or they drop the ball almost immediately. Also, some of the items in my order were flimsy and disappointing. I doubt I'll shop there again.
Petra F.
WE WOULD GIVE THEM ZERO IF POSSIBLE. SHIPPED DIRTY, USED, RETURNED ITEM TO US AFTER WE PAID FOR A NEW ITEM. SEVERAL HOURS OF PULLING TEETH WITH THEIR "CUSTOMER SERVICE." OFFERED A "GENEROUS" 4% OFF DISCOUNT FOR THE DIRTY FAN. WE CANCELLED AND AFTER ANOTHER HOUR--VOILA EXRA EXPENSIVE SHIPPING LABELS AT YOUR COST, NOT FREE RETURNS. NOT SPEEDY DELIVERY EITHER. ANOTHER ITEM THAT HAD TO COME SEVERAL DAYS AGO NOW SHOWS DELIVERY IN WEEKS. DO NOT WASTE YOUR MONEY AND TIME WITH THESE CROOKS. THEY MISADVERTISE ON THEIR WEBSITE--70% DISCOUNTS--BS--GET FROM HD FOR THE SAME "DISCOUNTED" PRICE WITHOUT THE HASSLE AND THE LIES. SUPER HIGH CUSTOMER SATISFACTION--ANOTHER BIG BS
Peng X.
Horrible shopping experience, extremely rude customer service rep, 0 internal communications, no apologies, refused to listen, rejected our initial orders without solid reason even after the billing & shipping had been verified through a three-way call with the bank. Don't even waste your time shop with this fraud business.
