Lumens Reviews

I received from Lumens 2 broken lamps. I filed a claim on 5/18/2026, and rather than process the refund, they have now asked for a dozen or more photos of the box in which the lamps were shipped. The box has nothing to do with the fact that the lamps were broken/poorly manufactured in China/impossible to assemble. Lumens is doing all they can to jerk me around, rather than process this return and refund.

Just an all around terrible experience. I ordered 4 chairs and one arrived badly broken. I had to call and email pictures over and over as they kept saying they did not receive the photos. Lumens never reached out to me, I had to continue to call and email them. I finally called the US Rep from the company that Lumens sourced the chair from and they took action and got Lumens to replace the chair. 2 months later I received the replacement which was also broken. Now I'm back to square one, calling, emailing and begging for a 2nd replacement. What a horrible business.

If I could give them no stars I would. I ordered two chairs. Never received my chairs. Tracking number given wasn't listed with FedEx or UPS. Customer response only through email from some guy name James who sends the same email for every question. Please don't waste money or time with this company. It's a scam!!!

Never received my lights - I’m out $1600, they refused to ship me new ones due time lag on request. I’m in the middle of a whole house rebuild and purchased many things from them…Never again. They should honor their terms.

DO NOT BUY FROM LUMENS! Customer support is dismissive, agents can't veer from their scripts by a single word, and even a simple, straightforward question evokes a "we'll get back to you in three or four days" response. When their inability to answer a simple product question makes it impossible to use the product in question, they respond that it can only be returned for a credit, not a refund. As a former retailer myself, I am appalled and disgusted by how Lumens treats their customers.

Bought 2 ceiling fans with 2 day expedited shipping ($875 total). The fans never came. UPS says they never received the fans and Lumens has no idea where it's at. They keep saying they will reach out to the manufacturer but never have any update other than that. DO NOT ORDER FROM THEM. I'm out $875 with nothing to show for it.

DO NOT BUY FROM LUMENS. They have the worst customer service I have ever encountered. Check Trustpilot. All complaints read the same and all are answered by "Kate" who cannot be reached anywhere else. They are horrible to deal with.

Update: After leaving reviews around and filing a complaint with the BBB, they eventually refunded my order. I am adding another star for that, but I wish their own CS would have simply made things right the first time I contacted, instead of forcing things to go this far.

I bought a $400 desk lamp from Lumens on 9/17. It arrived well-packed on 9/23. When I opened it on 9/24, something seemed off. There was plastic wrap twisted all around the lamp components, making me wonder if it was a return. Once I cut away all the plastic, I saw that the lamp was already assembled (the manufacturer instructions show that you have to assemble it yourself). When I removed it from the box, the base of the lamp fixture was snapped into two pieces.

I purchased a $200 lamp which was on sale 1/2 off. The lamp was of poor quality and I attempted to return it, after a 20-minute phone call with CSR and Manager, I was repeatedly informed their website indicated the item was non-returnable, which is something I never noticed. I also looked at my Order Conformation which NO WHERE indicated the lamp was non-returnable, which they did not disagree with. I explained that the website I purchased it on is no longer visible to me, and that the “Order Confirmation” is a document received, which should list all important details of transaction, which any reputable business would have done. This is a VERY POOR company, I would never suggest purchasing anything from them!