Absolutely horrendous customer service. Ordered a lamp and arrived damage. Took forever to figure out how to speak to a person. Eventually got through a bot that connected me to someone. Now cla... See more
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Review summary
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Reviews shaping this summary
I am not sure if this even a real company, I have been waiting for two months for one product, they claim I need to sign for it, its just a basket, I emailed the customer service email and it comes ba... See more
Company replied
Ordered the ultimate cooking set april21,2026 nothing !, no updates can’t even track the order ! Emailed the help center again no reply ! Will never order from this company again and will be putting i... See more
Company replied
I purchased two items in the Lumens Open Box sale (additional 50% off markdown). Within an hour of placing the order, Lumens cancelled the order and I was told the vendor no longer had them. As soon a... See more
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Company details
Written by the company
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
Contact info
K Street 2028, 95811, Sacramento, United States
- lumens.com
1.5
Bad
160 reviews
Replied to 100% of negative reviews
Typically replies within 1 week
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Awful
Awful. Cannot track my order, have to speak through the chat bots. Anytime I have sent formal emails, no response. Ordered in August and now set to ship in February (they have pushed back the shipment every month). They claim even if it said in stock, that they cannot guarantee that. Had to change shipment addresses due to the wait being so long we have a different address... well now we get a random call from a shipment broker overseas saying something is being sent to us at the old address. The order, on a different date than Lumens said. Seems like they have no connection to anything that is then shipped to customers, as I asked and they said there was nothing they can do but send the company an email then maybe I pray to get an email response back. What a mess.
Oh and on a $20,000 order, they only offered me $300 off for the trouble after months of begging......
January 27, 2026
Unprompted review
Reply from Lumens
Good Morning Natalie,
Thank you so much for your feedback — we truly appreciate you taking the time to share your experience, as it helps us continue improving our service. We understand your frustration and sincerely apologize for the inconvenience this has caused.
The address had been updated on both the sales order and purchase order, and we’ve also notified the warehouse that will receive your shipment once it clears customs. This updated address will appear on the bill of lading used by the freight carrier to deliver your Jamaica Swivel Stools.
We apologize for the shipping date discrepancy you noticed. The shipping agent likely referenced the date the order left the warehouse in Spain, while our system reflects the expected departure date from the U.S. warehouse. We’ve experienced some delays with several overseas manufacturers due to supply chain issues, and because this was a large order, it may have taken additional time to receive all necessary components.
Again, we’re very sorry for the delays and truly hope you enjoy your stools for many years to come.
Best Wishes,
Kate
Lumens Customer Experience
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Great experience
Beautiful lighting and arrived as expected. When I changed my mind about the size of the sconces, customer service rep was very friendly and helpful in getting the first set exchanged. Would order from here again.
January 23, 2026
Unprompted review
Reply from Lumens
Hi Angie,
Thank you for your feedback. We hope you enjoy your lights for years to come.
Best Wishes,
Kate
Customer Experience
This is a very misleading company
This company is based in Holland and everything is shipped from china. This was not clear on the website and I am now waiting for a light to turn up. I have tracking numbers that do t work and I gets messages that it’s on its way but no idea when. I have been waiting 3 weeks for a light that has not shown up with no help from there customer service. They just send automated messages. I have also been charged in £ when the price was quoted in euros so more exspensive.
January 21, 2026
Unprompted review
Reply from Lumens
Good Morning, Tony
We sincerely apologize for the inconvenience. Unfortunately, we were unable to locate your order with the information provided.
We’d like to clarify a few things. Lumens is a U.S.-based company located in Sacramento, California, and all transactions are processed exclusively in U.S. dollars.
When you have a moment, please share your email address or order number so we can assist you further
Best Wishes
Kate
Lumens Customer Experience
Total scam trying to get my money bk now
Total scam trying to get my money bk now . Kids gym ordered ages ago
December 1, 2025
Unprompted review
Reply from Lumens
Good Morning, Gail
We sincerely apologize for the inconvenience. Unfortunately, we were unable to locate your order with the information provided.
We noticed that the phone number provided has a country code outside of the United States. We are a design and lighting company that operates exclusively within the U.S.
When you have a moment, please share your email address or order number so we can assist you further
Best Wishes
Kate
Lumens Customer Experience
Hi again, Gail.
I’m afraid we don’t sell children’s gym sets. I did some searching online to see if there might be another company with a similar name to ours and possible contact information, but unfortunately I wasn’t able to find a match.
I truly hope you’re able to connect with the correct company and get this resolved.
Best Wishes,
Kate
Lumens Customer Experience
Overcharge and poor customer service
The headlight finally arrived and it seems to work. That said, I am not happy for I was charged a warranty product fee of $4.99 that I did not authorized. I sent an email asking for the refund right away and I got a bot response totally ignoring my request. I called two of the toll free numbers that are not being answered. Too much aggravation. Just find a similar light from another company.
December 16, 2025
Unprompted review
Reply from Lumens
We sincerely apologize for the inconvenience. Unfortunately, we were unable to locate your order with the information provided. When you have a moment, please share your email address or order number so we can assist you further
Best Wishes
Kate
Lumens Customer Experience
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Crazy Inflated Return Shipping Costs
I ordered a couple table lamps that were delivered appropriately. However they didn't really match the space and I went to return the items. I understood that returns were not included, however the return shipping fees that lumens charges are insanely inflated. They are double what it would be to ship the item on your own which I find to be incredibly deceptive.
November 29, 2025
Unprompted review
Reply from Lumens
Hello Adam,
Thank you for your feedback. We truly appreciate you taking the time to share your experience with us, as it helps us continuously improve our service. We understand your frustration and sincerely apologize for any inconvenience this has caused.
We recently identified an issue with the return shipping calculation for returns generated through our website. We’ve recalculated your return shipping and have emailed you an updated receipt. We sincerely apologize for the error and appreciate your understanding.
Best Wishes
Kate
Customer Experience
Outrageous Shipping Fees
I purchased 2 small vanity lights and was unhappy with the quality of the products. They charged me $100 in shipping fees.
December 22, 2025
Unprompted review
Reply from Lumens
Hi Paul,
Thank you for your feedback. We truly appreciate you taking the time to share your experience with us, as it helps us continuously improve our service. We understand your frustration and sincerely apologize for any inconvenience this has caused.
We recently identified an issue with the return shipping calculation for returns generated through our website. We’ve recalculated your return shipping and have emailed you an updated receipt. We sincerely apologize for the error and appreciate your understanding.
Best Wishes
Kate
Customer Experience
Good Support
Helped me resolve an issue with my lights (I mistakenly threw away parts) and they got me in touch with the right people who could send the replacement parts.
December 19, 2025
Unprompted review
Reply from Lumens
Hi Sean,
Thank you for your feedback. We hope you enjoy your lights for years to come.
Best Wishes,
Kate
Customer Experience
$150 for a return label to return a…
$150 for a return label to return a $150 light. Total SCAM!
December 18, 2025
Unprompted review
Reply from Lumens
Hi Stacy,
Thank you for your feedback. We truly appreciate you taking the time to share your experience with us, as it helps us continuously improve our service. We understand your frustration and sincerely apologize for any inconvenience this has caused.
We recently identified an issue with the return shipping calculation for returns generated through our website. We’ve recalculated your return shipping and have emailed you an updated receipt. We sincerely apologize for the error and appreciate your understanding.
Best Wishes
Kate
Customer Experience
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Their customer service is abysmal - been fighting for three months now to get a replacement
I don't like to waste my time writing online reviews but I just want to express how incredibly disappointed I am with the Lumens customer service. I ordered a Cane-Line lantern and it arrived with one glass panel dislodged and chipped. I flagged this and accepted a $50 discount, being able to reinsert the glass pane. Upon first use the pane completely cracked and I asked Lumens to replace it. I've been emailing and calling them for three months now and my requests are simply being ignored. I ordered because their pricing was good but their customer service is abysmal. I will not order from Lumens again and suggest you don't consider ordering as well.
September 4, 2025
Unprompted review
Reply from Lumens
Hello Ingo,
Thank you for reaching out to us. We sincerely apologize for the issues you’ve experienced with your Lighthouse Lantern.
Upon reviewing your order, we have confirmed that you accepted a $75 discount, plus applicable tax, in lieu of a replacement. Therefore, we are unable to proceed with a replacement order for this item.
We contacted the manufacturer to obtain information regarding replacement glass and were informed that it will not be available for approximately 6 to 9 weeks. In the interest of goodwill, we have elected to issue a full refund for the remaining balance of the fixture. This will allow you to repurchase the item and receive it in a more timely manner.
If you have any questions or concerns, feels free to reach back out to us.
Best Wishes,
Kate
Customer Experience
I spent all morning trying to use their…
I spent all morning trying to use their chat, only to be timed out and bounced around from one agent to another, with no help with my questions. They do not respond to emails.
I would not recommend do business with this company.
December 1, 2025
Unprompted review
Reply from Lumens
Good morning, Wayne,
Thank you for reaching out. We sincerely apologize for the inconvenience. We are currently experiencing heavier-than-normal volume due to the holiday sales period.
We were unable to locate any previous communication from you, but we’re here to help.
You can reach us at:
(877) 445-4486 or customerservice@lumens.com
We'll be happy to assist you.
Best Wishes,
Kate
Customer Experience
Order Never Came- DO NOT ORDER FROM THEM
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 its 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
November 21, 2025
Unprompted review
Reply from Lumens
Hello Ryan,
We sincerely apologize for the inconvenience. Unfortunately, we were unable to locate your order with the information provided. When you have a moment, please share your email address or order number so we can assist you further.
Thank you for your understanding, and we look forward to helping you!
Best regards,
Kate
Lumen's Customer Service
Terrible customer service
Terrible company. I bought an expensive table lamp and received only the lamp not the power cord units. Called five times, customer service answers in a nice way but no updates at all. Obviously, they are trying to ignore the problem.
Stay Away from Lumens.
Update, I called again (the 6th time) and finally a nice lady emailed me the return label.
November 17, 2025
Unprompted review
Reply from Lumens
Hi Maggie,
Thank you for your feedback. We truly appreciate you taking the time to share your experience with us, as it helps us continuously improve our service. We understand your frustration and sincerely apologize for any inconvenience this has caused.
After reviewing the calls you had with our customer service representatives, it appears that we were working to get the missing power cord sent to you. It seems that one of the two packages shipped did not reach you. Once we confirmed that you preferred to return the lamp, we arranged the return and provided the return labels.
We apologize for any misunderstanding and appreciate your patience throughout the process.
Best Wishes,
Kate
Customer Experience
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A good company who “made it right.”
I've purchased four times from Lumens. Very happy with their selection and delivery. Most recently, when I returned some outdoor spotlights, the refund took approximately one month which is twice what Lumens states it will be. After posting on this site, they contacted me, apologized, said the return “glitch” had been corrected and they refunded my shipping fees. Kudos to them!
November 11, 2025
Unprompted review
Reply from Lumens
Good afternoon Len,
Thank you for your feedback. We truly appreciate you taking the time to share your experience with us, as it helps us continuously improve our service. We understand your frustration and sincerely apologize for any inconvenience this has caused.
We reviewed your original order and confirmed that the discounts applied brought the fixtures' total price from $695.85 down to $501.01. Your refund was issued for the full amount paid—$501.01—minus the return shipping charge of $53.91, for a total of $447.10 for the 3 fixtures. We're sending a copy of the original order for your records.
We apologize for the delay in processing your refund. We experienced a system issue that has since been resolved. As a gesture of goodwill, we are refunding the return shipping charge as well.
If you have any questions or concerns, please feel free to reach out, we're always happy to help.
Best Wishes,
Kate
Lumens Customer Experience
This company takes no accountability for mistakes they make
This company takes no accountability for mistakes they make, if anything goes wrong on their end it will come out of your wallet. I am undergoing a months long renovation for a coop I purchased before I move in. As part of this I ordered 3 large wall sconces for the bedroom. The contractors received and installed them right away.
Later on, I ordered 4 more of the same sconces for the living room. The contractors pointed out to me that they were different. I came in to inspect, and it turns out the first 3 I received were 3 of the smaller versions (cheaper, and not LED).
I contacted Lumens with pictures of the difference, and they agreed that they had made a mistake. However, since the wall sconces had been installed, they would not take them back. Essentially they choose to blame the contractor for installing the lights they received, rather than taking responsibility for sending the wrong lights in the first place.
Furthermore, the CS agent rather sarcastically replied "Thanks for sending the pictures which confirm that you have received your items" when the pictures clearly show the items are wrong.
After over an hour of them trying to deflect responsibility, they refunded me only the difference in cost between what they sent me and what I ordered, and closed the ticket, despite the fact that what they sent me will not work. They are firmly expecting me to just take their mistaken delivery. I will have to get replacements at my own cost to make this work.
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.
October 27, 2025
Unprompted review
Reply from Lumens
Hello Binh,
Thank you for your feedback. We truly appreciate you taking the time to share your experience with us, as it helps us continuously improve our service. We understand your frustration and sincerely apologize for any inconvenience this has caused.
After reviewing your account, we show a total of six orders and one return request. For your reference, here’s a summary of your order history:
8/26: Two Trim Round LED Flushmounts by Maxim Lighting — Delivered 8/30
8/31: Two Spec LED Vanity Lights by Maxim Lighting — UPS delivered to the wrong address
9/9: Replacement order for Spec LED Vanity Lights by Maxim Lighting — Delivered 9/12, and a return request was submitted
9/25: One Spec LED Vanity Light by Maxim Lighting — Delivered 10/2
10/10: Four Ambis Wall Sconces by Justice Design Group — Delivered 10/28
We do not see any previous orders from us for three Ambis Wall Sconces prior to the four ordered on 10/10. If they were purchased using a different account, please provide that email address or order number so we can locate them.
To assist further, we’re sending copies of invoices for all your orders for your review.
Please let us know if you have any additional questions or need further assistance — we’re happy to help
Best Wishes,
Kate
Lumens Customer Service
Broken lamp and no customer support
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.
That same morning I first tried to contact Lumens. I used chat support which was just an AI bot that linked me to a webpage. The webpage said I had 48 hours to complete a form for a refund for any damaged item. I submitted the form and uploaded photos of the damaged lamp. I received no confirmation or email acknowledging the form, but I decided to give it a few days.
I used AI chat again on 9/29 until I got put through to a real rep. I relayed all of the information from the form again (she clearly had no record of it) and she approved a return & refund (Return Authorization #LR-291025). I got an email that day confirming the refund once I returned the lamp. However, Lumens claims their system separately generates a UPS return label that should come "in 1-2 business days."
I waited one more week and no return label arrived. I filed a dispute with my credit card on 10/6. They gave me the temporary credit but on 10/27 reversed it, claiming that Lumens told them, "the item arrived in good condition."
Lumens acknowledged my damaged item and authorized a return & refund, so I'm not sure how they were able to tell CapitalOne that the item was in good condition. They have photos showing it snapped into two pieces.
My only regret is not checking out this company. I thought they were legit but they will absolutely ghost you if you need any help. I sincerely believe that the "separate return label" emails are never sent to customers and they count on most people giving up and then lie to credit card merchants.
September 16, 2025
Unprompted review
Reply from Lumens
Hello Megan,
Thank you for your feedback. We truly appreciate you taking the time to share your experience with us, as it helps us continuously improve our service. We understand your frustration and sincerely apologize for the inconvenience this has caused.
When a return request is initiated, we reach out to the manufacturer to confirm whether they’d like the damaged item returned or if it can be disposed of. In this case, the agent did not request photos from you that we would normally forward to the manufacturer for review.
Before we received a response from the manufacturer, a chargeback was filed with your card issuer, which automatically stopped the return process on our end. We sincerely apologize for any misunderstanding this caused.
We’ve since cleared the return for a refund, which you should see reflected on your account within a few days. Once again, our apologies — this was an oversight on our part. As a gesture of goodwill, we’re sending you a gift card for the inconvenience.
Please don’t hesitate to reach out if there’s anything else we can assist you with.
Best Wishes,
Kate
Lumens Customer Service
Customer service disaster
Customer service disaster.
In March 2021 I purchased a Moooi Heracleum III Endless Linear Suspension Light from Lumens. After approximately 200 hours of use, the transformer failed. On September 4, 2025 I contacted Lumens and Sharmaine "helped" me. For several weeks, she did absolutely nothing despite me reaching out 3 additional times. At that point, I retried customer service and got Jayden. He was slightly more helpful but after 5 weeks of request after request, nothing has happened. Moooi claims we never registered the light. I believe we did. According to Lumens, Moooi doesn't respond. Regardless no one is disputing the fact we purchased it through Lumens order #L1321033. I have jumped through hoop after hoop and have gotten nowhere.
Seven weeks later, I have purchased a new transformer through Lumens for $871!! SO6190333 It was that or have an expensive light hang uselessly.
I have purchased over $10,000 in products from Lumens and this is what I get. Absolutely zero help or customer service. It has been an extraordinarily frustrating experience. I highly recommend shopping somewhere else before you end up like me or these many other people who have had horrific experiences.
October 24, 2025
Unprompted review
Reply from Lumens
Hello Julie,
Thank you for your feedback. We truly appreciate you taking the time to share your experience with us, as it helps us continuously improve our service. We understand your frustration and sincerely apologize for the inconvenience this has caused, as well as for the delay in our response.
While Moooi offers a five-year warranty on this fixture, the warranty must be activated when the product is received. After reviewing your order, we confirmed that the warranty activation, including the QR code registration, was not completed for this item.
Although we were able to extend a discount on the transformer, we are unfortunately unable to replace it at no cost.
Please feel free to reach out with any questions or concerns.
Best Wishes,
Kate
Lumens Customer Service
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Wish I had read these reviews before…
Wish I had read these reviews before ordering... I received a box containing my floor lamp base, but the second box with the lamp shade never arrived. I have spoken to three different customer service reps this week to try to resolve. They all said they would investigate and call me back, but nobody ever did. For refence, my order # is L3108155.
October 20, 2025
Unprompted review
Reply from Lumens
Hi Carly,
Thank you for your feedback. We truly appreciate you taking the time to share your experience with us, as it helps us continuously improve our service. Please accept our sincere apologies for the inconvenience you experienced with the missing shade on your lamp—we understand how frustrating this must have been.
We initially reached out to the manufacturer to confirm whether the shade had been shipped separately; however, we have not yet received a response. To ensure a timely resolution, we have now processed a replacement directly and are expediting the process so you can receive the shade as quickly as possible.
As a gesture of our appreciation for your patience, and to apologize for the inconvenience, we are also issuing you a $50 gift card.
Thank you again for your understanding, and please don’t hesitate to reach out if there is anything more we can assist you with.
Best Wishes,
Kate
Lumens Customer Experience
Basically stole my money
Basically stole my money. I received a broken lamp (over $200). Custom service assured me that I would receive a refund and that I would receive an email within the week instructing me not to return the item but to destroy it. Multiple calls and texts and multiple refund promises and no email or refund was ever received. Now, after weeks of this, their customer service number is either not working or has screened my number.
Update: I see the response below but have no way to respond to you directly including to discuss the fact that the below is inaccurate. You have my email please reach out directly.
October 18, 2025
Unprompted review
Reply from Lumens
Hello Tyson,
Thank you for your feedback. We truly appreciate you taking the time to share your experience with us, and we remain committed to continuously improving our service.
We have reviewed your request and confirmed that your refund was approved on October 2. However, because the charge is currently under dispute with your credit card company, we have not issued a refund on our end. In an effort to ensure a smooth and timely resolution for you, we have chosen not to contest the chargeback, which means your credit card company will process the reimbursement directly.
If you have any additional questions or need further assistance, please don’t hesitate to reach out—we’re here to help.
Best Wishes,
Kate
Lumens Customer Service
Order not fulfilled and no help from Lumens
I only recieved half of my $6000 order and i’ve been waiting over a month and contacted the company multiple times, and they still haven’t sent me the items I’ve paid for. The customer service of Lumens is really horrendous. Save yourself the trouble and stay away from this site. They will gladly take your money and give you nothing in return
September 5, 2025
Unprompted review
Reply from Lumens
We sincerely apologize for the inconvenience. Unfortunately, we were unable to locate your order with the information provided. When you have a moment, please share your email address or order number so we can assist you further
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