Lumens Reviews

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!

Ordered a fatboy lamzac chair and ended up receiving an original lounger instead. Not what I ordered at all, so I had to return the item as they didn’t not have the actual one in stock. (See pictures) I paid $122 and ended up having to pay for return fees etc! I only got $77 back out of $122, unbelievable and unacceptable for a mistake they made. Do not buy from Lumens and light.

I have five of the 5 blade Artemis XL5 ceiling fans and four 3 blade Lightwave LED ceiling fans in my home for 11 years. They're beautiful and move air! With 26’ ceilings, living in Florida in 100°+ humidity, these fans excel compared to others. I have dealt with Lumens several times on a new project where I’ve ordered 7 fans (four of the XL5 and three of the lightwave 3 blade fans). Customer service has been extremely helpful in placing orders! Highly recommend!

This is one of the most unprofessional companies I have ever encountered. I ordered two sconces in May 2024, which I later received in July. They did not work for my space so I returned both. I called the company because they never emailed me a receipt of return and I was assured they had received them and I had actually never even been charged. In February 2025, a collections agency contacted me about my “outstanding debt to Lumens.” This company has wasted hours of my time trying to find UPS receipts for items I returned to them 8 months ago. The supervisor admitted they found my return orders and they must have been “lost in the current of the warehouse.” I received no apology for the countless emails calls and contacts from a collection agency for a debt I never even owed.