lumens.com

My husband and I own a design and construction company and we've been in business for over 20 years. I would NEVER order from this company. Our lights were backordered for months and when they arrived, everything was smashed. It took me HOURS to get a response from the correct person and they refused to send me a return shipping label. I have to take time to recycle and dispose of these broken lights since I refuse to just "throw them out". Im a VERY angry customer and DO NOT recommend this company!!!!

I ordered 12 light fixtures for a project and after review cancelled the order realizing the original fixture would not work> when i contacted the company to cancel the order on the same day it was not a problem. I informed them I would be ordering a different fixture in the same quantity and asked if returning a few or all would be a problem as we were not sure they would fit our application. I was told that would not be a problem by the CSR. The order was placed online on 3/19. On 3/20 an email was sent from Lumens regarding their return policy of orders over 10 fixtures being non-returnable. Being the email was sent the following day and receiving hundreds of email throughout the day I overlooked it. We indeed need to return the fixtures (over $2000) to order a different one. I was informed that they would not return them, the CSR put me on hold for an extended period of time to go ask a manager at my request and came back stating they would not budge on their policy since an email was sent. When I asked to speak to someone in management I was informed they were in a "meeting" and they could have someone call me back. Needless to say we are now stuck with $2000 worth of lights we cannot use and will not be ordering from Lumens in the future.

Order a lamp as a Christmas gift, it was supposed to arrive within 3 to 5 business days.
Few days later I received an e-mail stating that it would ship at the end of January! what???? i bought it as a Christmas gift.
After that I send several emails to customer service and never received an answer.
I contacted them over the phone, nobody was willing to help.
This is unbelievable and the worst customer service I have ever received.

I ordered a $4600 sofa, the first one came in the wrong color. I was upset, things happen. One month later the couch came in missing 2 large pieces and one of them still being incorrect. 2 months later I still do not have my sofa so I requested a refund. The refund took me calling them for a 2.5 week period and getting told “oh, give it 24 hours” until I finally demanded to speak with a supervisor. They don’t have any product on hand and they are very disorganized. Stay away and let them fail because they had no interest in trying to compensate for me taking off of work twice for delivery of the wrong product.

I understand that difficulties arise, but it is not acceptable to take a month to inform me that my order has been canceled.

Lumens knowingly sells product into Canada that is not authorized by CAA for use in Canada. Modern Fan has told them that their fans are not certified by CAA but Lumens continues to sell their product into Canada. I learned this the hard way when my electrician refused to instal the product. Other issues included late shipment and inadequate packing as the lamp lens was broken. The broken lamp lens was the "reason" that Lumens would not take the fan back.

So, approximately US$700 later, I have a fan that cannot be used.

This company must lack integrity from the top if this is how the CSRs and their managers are told how to operate. Lumens is part of Y Design Group and the CEO is Sean Callahan. Real leadership comes from the top!

The concept of customer service has departed lumens.com, along with its original owner, who sold the company two years ago. Shortly before that time I bought $5K of lights from lumens. I have had trouble with two. I was doing a large renovation in my home, which did not finish on time (shocking!), and I did not remove a beautiful $1400 torchiere from its huge shipping container until the room was ready. It turned out that in shipping the torchiere had snapped in half. The warranty on it was a year. Yes, more than a year had passed--but the light had never been used. Isn't that the idea of a warranty, that it fails to work as promised? Lumens "could do nothing about it". I dealt with the manufacturer. The repair was costly, though less so than a replacement.

The second problem just occurred. A fire in a manhole caused a voltage surge to go through my building. One (but only one) of my lights went out, a $500 ceiling fixture. Was it under warranty? Well, yes and no. You see, the "lighting" part has a 5 year warranty, but the rest has a one year warranty. How does one know which part failed? Lumens told me to call the manufacturer to go through a diagnostic procedure and find out. The manufacturer offers no such service. Then how does one know, if one knows nothing about electronics? Hire an electrician to find out, lumens said. You mean, pay an electrician to make a house call, maybe $150, to find out what's wrong with a light fixture that might or might not be under warranty? Yes, exactly.

I ended up taking the fixture down myself. The ceiling is very high and this was unpleasant and rather scary. I found what I thought was the offending part, a transformer. This qualified as a non-covered part of the light. I called lumens and gave them the part number--I would buy a replacement. Lumens claimed there was no such part. I should contact the manufacturer (third time, now) and get the "real" number, not this bogus proprietary number. As it turns out, that is the one and only ID number on the part. I eventually found it from another lighting distributor.

In effect, lumens told me: Your LED went out? Prove to us that it's the part we cover, or **** off.

I spelled this out for them in a message, but no one bothered to reply. Which says it all.

Poor experience. I bought multiple lights from lumens.com two years ago for a remodel. One was a Holtkoeltter chandelier 5508. Just two years later after relatively little use in a formal dining area the transformer failed. It is a DC lamp fixture. Not a single bulb has burnt out but the transformer failed. No modern fixture should fail after two years of light use. I have light switches that monitor the total time the fixture had been on...less than 10,000 minutes...just 166 hours over two years. Hoeltkoeltter and Lukens both said sorry...outside the warranty. You'll have to buy a new transformer. The manufacturer does not stand by their products and Lumens does not stand by the products they sell. I gave them two stars because the rep actually called me back when he said he would. Have to give something for that. But, I would NOT recommend you purchase from this company and I would definitely not recommend buying any Hoeltkoeltter lighting fixtures of any kind given their poor backing of their product. Look at other reviews on multiple sites prior to dealing with this company. I am not just an annoyed and disgruntled customer leaving a bad review. I purchased thousands of dollars with of products from this company and was left with a $1600 paper weight as without the ax-DC teansformer, the product would not work. I paid the &100 dollars and accepted their insincere token of 15% off but would advise that you think very long and hard before entering into business with a company that would allow any customer to pay so much for a fixture that fails in just two years and not stand behind the product they are promoting on their site.

I ordered a fixture that misled me by the claim that it had 3000k. I needed that quality of light for a new bathroom to match the other light sources. The only way to determine if it works to your liking is to install it. It was installed and the light casts a yellow light rather than bright white. I called customer service and explained my dissapointment and requested a refund of the $250 . They replied saying that because it had been installed they would not refund my money. I asked her how was I to accept a purchase without seeing it in the location turned on and she still insisted that it would not be refunded. I have purchased many items from lights to toilets from build .com and they refunded without question . What kind of business is Lumens without good customer relations? I warn anyone not to purchase any item from this unreasonable so -called business.

I purchased two floor lamps from Lumens sight unseen and was very pleased. Quick order confirmation, quick shipping, and a great price based on comparison shopping around the web. I have no complaints and will definitely turn to Lumens again should I need to purchase lighting fixtures.

I ordered one $400 outdoor wall lamp and it was too large so I contacted Lumens to exchange it for 3 of the size smaller and they told me the manufacture did not allow returns (Hinkley). I called the manufacturer at recommendation of another lighting vendor and they told me they absolutely do take returns with a restocking fee as long as the item was not mounted (mine was not). After I had placed my order and received the order confirmation I received a separate e-mail saying it was not returnable. Bait and switch. There was nothing that said the item was not exchangable for a larger purchase. Now I am out $400 and I still need to order the 3 lights. But certainly not from this company.

When I ordered two pendant lights on Nov. 2, I was told that the items would ship in 3-5 days. This was critical since I needed it installed by Thanksgiving. I even called to have it shipped 2 day air to get it as quickly as possible. On Nov. 9, I received an email stating that the order wouldn’t ship until Nov. 16. When I called to find out why, I was told that Lumens.com is a third party reseller and they just pass on information and don’t have any ownership over what happens with the order. I asked them to at least pay the $50 for 2-day shipping and I was told their “policy” is to not do that since it’s not their problem. If customer service is not their responsibility, why would you want to do business with them? Find another lighting company if you want to trust them to have your back! I’ll never do business with them again!

Here are the reasons to consider buying from Lumens: You're in no hurry & would appreciate having the extra time to wait 3 weeks for delivery. You also have the time to make 4 or 5 phone calls to Lumens & several to your credit card company to try to figure out why Lumens says you never made the purchase, but the charge is showing on your credit card statement. And, you're grateful for the opportunity to help customer service representatives understand that if they type your email incorrectly you won't receive that message. You may also be afforded the rare occasion to explain that when you told them that a fixture was damaged it did not mean that there were missing parts so it probably won't help much to send parts you don't need. So, have fun, have patience and good luck!

Took from Thursday till Tuesday to ship and charged for 2 day expedited and shipped 3 day standard by ups which made me give them a 1 star rating originally as they did not answer emails about the shipping finally got someone on the phone and they refunded shipping charges in full so I can recommend them if your not in a hurry

After two months of being told the expensive chandelier I ordered was coming, then told it would be overnighted and it wasn't, I finally get it, install it (because how else do you know how it looks lit), and told it's ILLEGAL for me to return it. No, it's not illegal, if that were the case Home Depot would be out of business. So now I'm stuck with a chandelier that has a light as bright as the sun worth hundreds of dollars. THEY DON'T HAVE ANY PRODUCTS, it all comes from a vendor. Do yourself a favor and order straight from the vendor!

My shipping date was pushed several times to over 2 months from the order date. It was supposed to arrive before a trip abroad but did not. When I returned they wouldn't take the return even though product was still in wrapping, etc. I expected them to forgive the 30 day return policy due to the shipping issue and me being out of the country. Horrible customer service and shipping!

I had a terrible experience with this company - I bought a $3 thousand dollar chandelier which is being shipped thousands of miles away from my home because they lied to me about when the order would be filled, and lied again about shipping it to my home. I am absolutely furious and want to alert the public to NEVER do business with these people. Hideous customer service.

Order over >8 weeks overdue and no delivery in site. Called customer service multiple times - with hold times exceeding 20 mins. When I did get a CSR on the phone, the response was "its not shipped yet" - no emails, calls or anything to let me know this.

In today's e-commerce world, 99% of firms are way better at this and consumers use the web for selection and speed as 2 primary reasons.

My suggestion to Lumens leadership: Get out of the commerce selling space! You need to go back to the pre 80s selling process with a storefront where its no goods = no sales. I just cancelled > $1,300 worth of goods. I've bought from them before and had the same issue. They apparently buy your goods from wholesalers after you place an order. Their "estimated delivery" is not an estimate - its a bogus hope + prayer.

So my room must remain dark for a while but not to worry - there are lots of good vendors out there to help with people who know what they are doing.

Consumers: steer clear of Lumens. I rate them a Zero in customer experience, poor response and no delivery. Take your money elsewhere as they have no clue what they are doing! With such high quality and priced products why bother with such aggravation!

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