LumensReviews of lumens.com

K Street 2028, Sacramento, California

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1.4/ 5

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184 reviews

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About Lumens

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 The Fair Hearing, with an average rating of 1.4 out of 5.

Also known as: lumens.com
Website: lumens.com
Category: Home Goods Stores
Location: Sacramento, California
Listed on The Fair Hearing: 2026

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Aug 19, 2025

Shop literally anywhere else!

Worst online shopping experience I've ever had. They sent me the wrong light. When I reached out to get a replacement they said they would send one, gave me the run around for a week about how they were "waiting on the manufacturer's claim process", and then sent an email that they had sent me the correct light. If anyone had bothered to look at the photos I'd sent they would see that that was clearly not the case. I had to dispute the charge and write a negative review to get anyone to even consider that a mistake might have been made and then they refused the refund I requested and bullied me into letting them send me what I had ordered even though I didn't want it anymore. Customer service is disrespectful and condescending, one agent totally interrupted me when I was explaining what happened to tell me that I could just answer his question with a "yes" or "no". The supervisor I spoke to seemed to think it was funny that I was unhappy. I'd save yourself the trouble and shop literally anywhere else. Edited 8/24/25: The response below is a perfect example of how this company does business. Their customer service is reactionary, rather than proactive, no one is on the same page, and they won't offer to help you until you leave negative reviews. They offered to let me return it (notice how they're only ever willing to make more work for the customer, this could have been avoided by giving the refund before the new light was sent, like I asked) but no one has reached out to actually start that process. Run. Run. Run.

By Melanie G.

Response from Lumens· Aug 22, 2025

Good Morning, Melanie, Thank you for your feedback. We truly appreciate you taking the time to share your experience with us, as it helps us continue improving our service. Please accept our sincere apologies for the challenges you encountered. After reviewing the situation, we discovered that the manufacturer’s product number we had associated with the Dazzle Flushmount was mistakenly linked to the Dazzle Pendant. This error led to our initial mishandling of your case, as the manufacturer had advised us that the correct fixture was sent. Unfortunately, we then failed to recognize that the fixture you received differed from what was displayed on our website, which resulted in the premature closure of your replacement order. Upon further review, we corrected this by processing your replacement request. Additionally, after listening to the recordings of your calls, we recognize that some of the information provided by our agents was inaccurate and incomplete, and we sincerely regret the confusion this caused. That said, since you’ve already purchased the correct fixture from another company, we would like to make this right by processing a return and refund for the replacement fixture we sent you. While we know this does not erase the frustration you experienced, we hope it demonstrates our commitment to resolving the issue. We truly value your business and hope you’ll consider giving us another opportunity to serve you in the future. Best Wishes, Kate Lumens Customer Service

Lumens reviews

Showing 156 reviews with 1 star · Clear filters

Oct 5, 2025
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
By shannon G.
Response from Lumens· Oct 10, 2025
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
Oct 2, 2025
Bad Business Practices
Ordered sconces that stated in stock, only to find out they are not in stock. Since they don't actually stock any of their own inventory the cancelation process is a 3-4 day wait and see if they can or cannot cancel the order. Terrible business practice. AI chat bot gives generic answers and so do the so called Human chat bots.
By Lauren
Response from Lumens· Oct 6, 2025
Hi Lauren, Thank you for your feedback. We truly appreciate you taking the time to share your experience with us, as it helps us continue to improve our service. Please accept our sincere apologies for the inconvenience you experienced with the shipping of your Broche 1-Light Wall Sconce — we understand how frustrating this must have been. Many manufacturers have lead times to allow for production, special orders, and shipping preparation. Our website reflects the lead time provided to us by the manufacturer, and in this case, that date was unfortunately pushed back. Like most online retailers, we ship directly from the manufacturer and are subject to their processing timelines. Please note that many manufacturers are still experiencing ongoing supply chain challenges that may contribute to delays. We do see that your cancellation request has been processed and your order is now closed. Once again, we sincerely apologize for the inconvenience. If you have any further questions or need assistance, please don’t hesitate to contact us. Best Wishes, Kate Lumens Customer Service
Sep 16, 2025
Do not recommend buying from them
Do not recommend. Ordered a product that was not the actual product when it arrived so I had to return it because they didn’t have the actual product I ordered. I paid $120 and my refund was only $77 for a mistake they made, unbelievable! Absolute scam. Do not buy from lumens and light!
By Valerie L.
Response from Lumens· Sep 19, 2025
Good Morning, Valerie Thank you for your feedback. We truly appreciate you taking the time to share your experience, as it helps us continue improving our service. We sincerely apologize for the shipping error. Since our products ship directly from the manufacturer, we do not have the opportunity to inspect them before they leave the warehouse. In addition, it appears our system mistakenly charged you a return shipping fee. We have already requested a full refund, which will be credited to the original payment method. Once again, please accept our apologies. If you have any further questions or concerns, please don’t hesitate to reach out—we’re always happy to assist. Best regards, Kate Lumens Customer Service
Sep 16, 2025
Terrible customer service
Terrible customer service. Several items were broken, and after months of going back and forth, and after lie after lie from them, they refused to replace them.
By Joe A.
Response from Lumens· Sep 22, 2025
Hi Joe, 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
Aug 19, 2025
Shop literally anywhere else!
Worst online shopping experience I've ever had. They sent me the wrong light. When I reached out to get a replacement they said they would send one, gave me the run around for a week about how they were "waiting on the manufacturer's claim process", and then sent an email that they had sent me the correct light. If anyone had bothered to look at the photos I'd sent they would see that that was clearly not the case. I had to dispute the charge and write a negative review to get anyone to even consider that a mistake might have been made and then they refused the refund I requested and bullied me into letting them send me what I had ordered even though I didn't want it anymore. Customer service is disrespectful and condescending, one agent totally interrupted me when I was explaining what happened to tell me that I could just answer his question with a "yes" or "no". The supervisor I spoke to seemed to think it was funny that I was unhappy. I'd save yourself the trouble and shop literally anywhere else. Edited 8/24/25: The response below is a perfect example of how this company does business. Their customer service is reactionary, rather than proactive, no one is on the same page, and they won't offer to help you until you leave negative reviews. They offered to let me return it (notice how they're only ever willing to make more work for the customer, this could have been avoided by giving the refund before the new light was sent, like I asked) but no one has reached out to actually start that process. Run. Run. Run.
By Melanie G.
Response from Lumens· Aug 22, 2025
Good Morning, Melanie, Thank you for your feedback. We truly appreciate you taking the time to share your experience with us, as it helps us continue improving our service. Please accept our sincere apologies for the challenges you encountered. After reviewing the situation, we discovered that the manufacturer’s product number we had associated with the Dazzle Flushmount was mistakenly linked to the Dazzle Pendant. This error led to our initial mishandling of your case, as the manufacturer had advised us that the correct fixture was sent. Unfortunately, we then failed to recognize that the fixture you received differed from what was displayed on our website, which resulted in the premature closure of your replacement order. Upon further review, we corrected this by processing your replacement request. Additionally, after listening to the recordings of your calls, we recognize that some of the information provided by our agents was inaccurate and incomplete, and we sincerely regret the confusion this caused. That said, since you’ve already purchased the correct fixture from another company, we would like to make this right by processing a return and refund for the replacement fixture we sent you. While we know this does not erase the frustration you experienced, we hope it demonstrates our commitment to resolving the issue. We truly value your business and hope you’ll consider giving us another opportunity to serve you in the future. Best Wishes, Kate Lumens Customer Service
Aug 9, 2025
Is there a ZERO star rating
Is there a ZERO stat rating? That would be best for this company. Pure SCAM. Placed an order for a tray that was advertised as "In Stock" with ship date within 2-3 business days. That date passed and no notice of shipment. Tried to chat with the sales rep - got a useless AI bot with nonsensical replies to my questions. Than I got possibly human being to reply that updated shipping date will be provided soon. 2 days later I got e-mail with updated shipping about 3 -4 weeks out. This company is dishonest and engaged in false advertising. Buyer beware.
By Ivan P.
Response from Lumens· Aug 11, 2025
Hi Ivan, Thank you for your feedback. We truly appreciate you taking the time to share your experience, and we remain committed to continuously improving our service. We sincerely apologize for the delay in shipping your Kartell Tray. We understand how frustrating this must be. Many manufacturers require lead times to accommodate production, special orders, and shipping preparation. Our website reflects the lead time provided by the manufacturer; however, in this instance, that date has unfortunately been extended. Please be assured that these delays are largely due to ongoing supply chain challenges affecting many manufacturers. We are hopeful these issues will be resolved soon and greatly appreciate your patience and understanding in the meantime. Once again, we apologize for any inconvenience this has caused. If you have any questions or require further assistance, please do not hesitate to contact us. Best regards, Kate Lumens Customer Service
Aug 6, 2025
Believe the negative reviews
Believe the negative reviews. It's just a slick website, they carry nothing (they place an order after you do), there is no customer service and no accountability. There is no one to care. I bought a fixture that they said was in stock and would ship in 1-2 days. Then it's two weeks. And then another two weeks. No updates given, I only learn this by manually logging on to track my order. I complain and get a rote apology and then yet another unexplained delay. Meanwhile, the item is still actively listed on their website as being "in stock and ready to ship in 1-2 days". Just don't. More: I see that there is now a response asking for the order number. I was sent an email from Trustpilot asking for my contact name and the order number, all of which I provided in the response, so - again - I hardly know what to say.
By An Unhappy want-to-be C.
Response from Lumens· Aug 8, 2025
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
Jun 27, 2025
Keep pushing delivery with no proactive update
This company said there was a product in stock. I ordered it only to find out there's a month wait. The day the item was set to ship I check to find out the shipment date was pushed another 6 weeks (they don't proactively communicate anything. It feels like they want you to forget.) I foolishly waited again, checking today to see if it shipped only to see it pushed 4 months. I wouldn't recommend ordering from here and will never do so again. Edit in response to below. This company is a JOKE. I canceled my order after the headache of dealing with them and just followed up on my refund (its been 10 days since i canceled). The agent indicated that she had to request the refund be processed by accounting. Meaning you have to follow up after canceling to have your money refunded. There's nothing short of a time machine this company can do to make things right. Please avoid them and don't make the same mistake I did. They let me down in every aspect of what should be a straightforward experience.
By TDeco
Response from Lumens· Jul 7, 2025
Hi TDeco, 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

LumensReviews of lumens.com

Rating distribution

What customers rate

About Lumens

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LumensReviews of lumens.com

Rating distribution

What customers rate

Lumens reviews

Order not fulfilled and no help from Lumens

Bad Business Practices

Do not recommend buying from them

Terrible customer service

Shop literally anywhere else!

Is there a ZERO star rating

Believe the negative reviews

Keep pushing delivery with no proactive update

About Lumens

More in Home Goods Stores, California

NeonSigns.com

Revelite

LeonLite - Professional lighting made affordable

neonondemand.com

Lumens reviews

Order not fulfilled and no help from Lumens

Bad Business Practices

Do not recommend buying from them

Terrible customer service

Shop literally anywhere else!

Is there a ZERO star rating

Believe the negative reviews

Keep pushing delivery with no proactive update