ComplaintsforLumens Lights + Living

• Initial Complaint

  09/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a ******** ceiling fan and specifically selected an item that was 'in stock' and ready to ship in 2 to 3 days. They later emailed stating the item would not ship for two weeks. But since my home renovation is happening now, and hence I need the fan sooner, I asked if I could switch to another color of the same model that was in stock and could ship faster. The customer service agent advised me that these fans were 'very popular' and that NONE were in stock (despite the website clearly indicating otherwise yesterday, and even today as of right now -so I strongly suspect they know these items are not available). So next, I request a refund (this is within 24 hours of the original order), but I am advised that cancelation is a 'two-step' process and 'not guaranteed'. A subsequent email indicated that cancelation is not guaranteed because it was a special order or made to order" item. Yet there was no clear indication when I ordered (or even now when you look on the webpage) reflecting that the order possibly cannot be canceled. So I want the refund, of course, but more importantly, this business should not be allowed to continue its highly deceptive practices.

  Business response

  09/13/2024

  I apologize for the issues you have experienced with the order for the ******* Flushmount.  I do see the order has been confirmed to be cancelled and that the pending authorization on your card for $571.97 has been cancelled as well by our team.  You should see that pending authorization fall off your account within the next 1 to 2 business days, pending on your banks processing times.

• Initial Complaint

  09/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  on 7/26/2024 I ordered light fixtures from this company i called and they said they would not ship for more than two weeks, i cancelled order. on 8/08/2024 *** tried to deliver and i refused due to i had cancelled order. I called business and my was given my return number and told it would be 2-5 days and i still have not received refund I have called three times and been told the same thing.

  Business response

  09/16/2024

  Thank you for reaching out regarding your concerns with the refund for your order. We have looked into the issue and want to apologize for the delay in refunding the lights that were returned.  The refund has been processed for the amount of $365.08, which you will see within the next 2 to 3 business days back on your original form of payment.  We are also refunding you the $36.70 for the cost of the light bulbs.  Those we are not requiring back, and you should again see the refund with the next few business day. 

• Initial Complaint

  07/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered 2 sconces from Lumens mid March for my new construction home. Along with the two sconces, I also purchased other light fixtures from other websites. I saved the light fixtures until our electrician was ready to install them. At that time, while we were opening the boxes to the light fixtures I noticed that we did not receive one of the two scones I ordered from Lumens. As soon as I realized the shortcoming, I checked the website & sure enough only 1 tracking number was listed. Also, Lumens does not ship the item to you, another company does. Anyways, I only received 1 sconce & needed Lumens to ship me the second. I assumed this would not be an issue. I called their help line & was told that since I waited too long (it was for a new construction ********* were at the mercy of the electrician) that they could not do ************ would have to re-order. Their cut-off date is 1 ********* waited 4 months. So, if I reported it faster they supposedly would have totally sent me the second sconce I ordered, BUT since I waited too long & out $519?!?!? I tried to explain my unique situation, but they did not care. So, I'm out a large sum of money & have to re-order (from a different website). It's just a sad & unfortunate situation.

  Business response

  07/22/2024

  Thank you for reaching out to us.  I apologize for the frustration with the situation of the missing light.  We do have a reporting timeframe for missing lights so that we can track them down if needed with UPS.  We are making an exception to that timeframe and will send you a replacement light at no attentional cost.  Please look for information from our replacements team for more information. 

  Customer response

  07/22/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me. I really appreciate them solving the problem in a timely manner. It has restored my faith in Lumens. Thank You!

  *********************

  
  

• Initial Complaint

  07/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In May 2024 I ordered the 3-light ***** Vanity Light by ***** in old bronze. It arrived and a week later my contractor opened the box to install the light. He pointed out that one of the lights was cracked. He said he could install the light and install the 2 glass orbs that were not broken, and I would need to reach out to Lumens to replace the cracked one. I've tried multiple times over the past 3 months. At one point I did get a live customer service rep and she made a record of my issue and said I would get a call to resolve it. I never got a call. I called several more times and sent an email. No response. I then reached out to the manufacturer, *****, saying I would pay for a replacement myself at this point, I just need the replacement. They said they cannot, that it's their policy that I would HAVE TO go through Lumens. I still can't seem to get a response. It's now July 2024. I tried calling the number shown here for the company, *************, which is apparently out of service.

  Business response

  07/16/2024

  Thank you for reaching out.  I want to apologize that there was no follow up from May about replacing the glass globe.  I have processed a replacement order to send you new globe free of charge.  

  Customer response

  07/25/2024

  I am rejecting this response because: I did not respond sooner because I was waiting for the company to respond to me, and wanted to give them ample time to do so. Unfortunately, they reached out and said they would replace the broken glass orb, but they sent the incorrect piece. I've reached out to them, with a photo of the incorrect piece they sent me in error, but i have not received any response from them, so complaint #******** should actually still be active. It is NOT resolved.
  
  Kindly,
  
  *********************
  

  Business response

  07/25/2024

  Thank you for reaching out again.  I apologize the wrong glass was sent.  We have put a new replacement order in to have to correct glass sent to you.

• Initial Complaint

  04/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered two water glass pendant lights. When I got them the pendant on the left in the attached photo looked great. However the pendant in the right of the photo looked like almost plain glass with maybe a tiny bit of distortion but was definetly defective and did not look like water glass. I paid $407.46 for both pendants and was only refunded ******. When I contacted Lumens they said they charged me the difference for return shipping. I should not have to pay shipping on a defective product. I sent them photos of the item. I even offered to purchase two more pendants for the amount they returned me and was told they could not do that. I have an email of that chat if needed. I would like a refund for the differeance in the amount of $107.26

  Business response

  04/23/2024

  Thank you for reaching out to us.  In reviewing the photos that were sent the glass appears to be correct.  The nature of the glass means it may not always look exactly like the photos online.  We will be making an exception in this case and will be refunding the cost of the return shipping to you, a total of $107.04, making a refund total of $407.46. Please allow 3 to 5 days for the refund to process back to your original form of payment.

  Please reach out if you have any additional questions or concerns.

  ****************

• Initial Complaint

  03/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased lights from Lumens on 5/12/2023. After receiving the lights, we contacted the company because the specifications on the website did not match the lights we received and we could not use the lights as purchased. I spoke with a customer service representative on 8/25/2023 and he said we could return the lights for a full refund due to the manufacturer's error on the specifications. We were told we would receive the shipping labels in an email. We received 3 shipping labels to return the lights and we sent the return in September 2023 in 3 packages. I emailed Lumens on October 26, 2023 asking for a refund status. Lumens refused to answer any of my emails even after multiple attempts. We finally received correspondence from *******************************, our account representative, on 2/14/2024 stating they never receive the lights we returned. I already sent them the delivery confirmations to show all the lights were shipped back and received. My last attempt to contact Lumens about the refund status was on 2/28/2024 with no response. Original Order #: L1777142, Return Reference #: LR *******. Below are the main reasons for filing this complaint:Lack of response to our inquiries on refund status Refusing to refund our money after sending back the product I have attached the email threads, delivery confirmations.

  Business response

  03/06/2024

  Hello *****,

  Thank you for speaking with me today.  To confirm we are issuing a check to you for the amount of $2,980.55 for the refund of the lights.  I have requested that check to be sent expediated to your PO Box and will email you once I know it has been sent out.  Please reach out to me with any questions or concerns.

  I want to apologize again for the delay in this issue being handled as it should have been resolved much sooner.

  Thank you,

  ****************

• Initial Complaint

  02/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Order date: 11/28/23 Order #:L2014981 Amount: $891.72 Ordered Items: A set of 4 Vondom Lounge chairs and A set of 4 Vondom sofas In summary, I received 2 chairs on 12/8/23, 1 sofa on 12/12/23. After I requested them to fulfill the order, they sent me 2 more chairs on 1/31/24 and 1 more sofa on 2/3/24. I contacted them that they need to send me 2 more sofas. They replied on 2/15/24 stating that it was their fault, their website showed the price was a set of 4 sofas but actually it was a price for 1 sofa. Then they gave me 2 choice:1. I keep the items and they don't send 2 more sofas;2. Return the items for a refund.I chose to return and waited their response, and I received their email on the return conditions. They expect the items securely package in the original packaging for a refund after I told them I do not have the original packages in previous emails and phone conversations. It is not reasonable! Where and who would you keep those humongous boxes? My intention was not returning them, I was waiting for my full order. It has been months since I received the first shipment. They should provide me the boxes if they want me to package them. I do not want the items since I do not want to give my business to them. I'd rather give my business to different companies. I will return them but they have to provide the packaging in my opinion. Please assist me. Thank you very much!

  Business response

  02/27/2024

  Hello,

  Thank you for reaching out regarding your situation.

  It appears that there was an error on the website regarding the items and they incorrectly listed at a lower price and I apologize for that error first.  We work to insure that all our items are listed correctly online however, rarely some mistakes do happen.  I see that we have set up a return for you to send the items back for a full refund as well.  It is noted on the return that you no longer have the original packaging and that the freight company that does the pickup will be bringing packaging for the chairs and sofa.  The freight company will be contacting you to schedule a date and timeframe to come and pick the items up as well.

• Initial Complaint

  02/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased 3 fans from the company and cancelled my order the following day.Order cancellation confirmation was received by email.My credit card was still charged even though the order was cancelled and the products never shipped.I have called and emailed several times, being told that my money would be refunded, but after waiting for weeks, this has not happened. It is impossible to get a refund for an order that was cancelled, and for products that were never shipped to me.Basically, I have paid 1499 dollars for nothing.

  Business response

  02/20/2024

  Hello ****,

  I want to first apologize for this situation with the refund and I am also sorry I missed you when I called you last week on the 16th to discuss this situation.  I see that you had to go the unfortunate route of filing a charge back with  your credit card company, and have been able to get your money refunded that way.  We did accept the claim from your bank as well.  This situation should not have gotten to the point where you felt the only resolution was to go through the BBB and your bank to resolve the issue and, again, I am truly sorry for that.  I am working with my leadership team to make sure situations like this do not happen going forward, and your feedback has been very helpful.

  If you need further assistance please do not hesitate to call us and ask for me directly.
  

  Thank you,

  ***************************

   

• Initial Complaint

  02/07/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Had to reorder a part from a chandelier ordered from Lumens when it was damaged during home rehab work. First order did not process correctly and had to reorder. Second order did process correctly and my order status has been processing for 3 weeks and the part still has not shipped. I've called 3 times now. The second time a lady said someone would contact us with an update within 48 hours and that did not happen. The third time I contacted someone, she is saying that the account is showing as closed, placed me on hold to go speak with someone and I was on hold for 30 minutes for her to come back and say the account was closed before the payment was received. The payment was taken out, reflected by PayPal and my bank account.

  Business response

  02/07/2024

  Thank you for reaching out to Lumens.  Unfortunately, based on the name, email address, and phone number provided we are unable to locate an order, either open or closed, or any other customer information.  If you can please provide an order number, name on the account, or email address that will be helpful for us in resolving this situation. 

• Initial Complaint

  01/16/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a $4000 chandelier from Lumens on a sale. Like the other reviews, they don't charge tax which is odd. It arrived via freight in a 45"x45" box where it was hanging inside the box. The top looked good and I saw no damage to the box so I hired an electrician to install it. When we were about to unbox it, my electrician found holes and cracking all over it. My electrician postulated it was damaged before mailing, as there was no damage to the box. I called Lumens and they agreed to return and refund but WOULDN'T schedule freight to pick it up. I had it over 3 weeks before they would pick up. Over the course, I spoke with them 7 times and each time was told something completely different. They have a "returns department" but no one works there or can provide any updates or come up with solutions. I also started an email thread which just yielded even more convoluted answers, including *** labels for an item shipped via freight. No one, at any point, was able to connect me to their management team or forward the email that I crafted to their *** by name. After I sent an email threatening to do a credit card chargeback and recover in small claims if needed, they scheduled a freight pickup for the next following business day. I received multiple emails afterwards telling me to keep and destroy the item. I was issued two refunds, which together are still missing $28.35 of the total I paid. I called again today and was told I would get an email with the refund - again, nothing. Attempting to communicate with this business has taken 10+ hours of my time. They have used my home as a storage unit and they never offered to pay back the $300 I paid an electrician to install NOTHING. I need the remainder of my refund, by principle. I hope the *** starts reading these. Is this the experience you want for a customer who buys a $4000 chandelier? Is this the desired customer experience? I will never order from this company again. Buyer beware - this is a SCAM.

  Business response

  01/19/2024

  Hello ******,

  Thank you for speaking with me today.  I want apologize for the situation and thank you as well for the feedback you provided to me.  We show the final refund was processed on 1/17 for the $28.38, and as we discussed, I will also be sending information regarding the $150 store credit.  Please reach out to me if any further issues arise.

  Thank you,

  ****************

   

  Customer response

  01/20/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me. The refund has been issued, and as I discussed with ******, the business is going to provide a $150 gift card to make up for the electrician fees I had to pay. 

  ******

  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩