Lumens Tracking Order Status

Ordered 7 ceiling fans and had them installed. One fan was making a terrible sound due to a loose bearing. I will give credit that they did send me a replacement. However I had to pay two installation fees and reached out to them regarding this - their response was that they are not responsible for costs related to defective items. “Items should be inspected prior to Installation”. Since the issue was not cosmetic, there was no way to know there was a defect without power to the fan. I find this response totally ridiculous. I would recommend buying locally - the money I saved was much less than the money I lost on installing a defective product.

After many days of back and forth, we found the dining chairs we had been looking at and loved for much cheaper at Lumens and bit the bullet. I typically do an exhaustive search of reviews before buying, and while I did look at Google ones, did not search Trustpilot until after completing the transaction (rookie mistake). As you can imagine, I started to wonder if I had made a mistake after all I read. So come Monday morning (order placed iver the weekend) I called both manufacturer and Lumens to verify my order before it was too late. Manufacturer assured me they are a reputable and authorized reseller and as for Lumens, they answered right away and were very helpful. We received our 6 chairs less than 4 days after placing the order (even before Lumens could get us the tracking info). No issues with delivery or anything. As for the reviews online, my sense is the issues are with the specific manufacturers and not directly to do with Lumen and their shipping. This being said, I also didn’t have to return anything… which is another conversation. I will say however, my experience with their customer service was very good. I will definitely consider them first for our next home furniture purchase.

Good news: Customer service is great and they do resolve issues in a timely fashion. Bad news: Ordered $4k chandelier, electricians came out to hang it, and when it was time to install it the hanging chain was missing. Also, the company had mailed some of the glass pieces separately from the main box without warning (unlabeled package sat in a pile of mail for 2 wks). 6 weeks later, $2500 dining rm chandelier finally arrived. Same electricians came out to hang it found out wrong canopy size was included in box. Needless to say, i had very unhappy electricians, as well as chandelier parts sitting on my counters until correct parts were shipped and electricians were rescheduled TWICE. Add: I have received an $375 invoice from electricians for coming out 6/5/24 and will be billed again for them having to come back whenever correct part is received. I have emailed Lumens about the electrician’s invoice and am waiting for Lumens response. UPDATE: 6/10 Lumens replied to my emails, were apologetic for the oversights, and has sent a credit for the electricians invoice. While the packing department needs some work, i still maintain their customer service has always been responsive, professional, and resolves issues in a prompt manner.

I made my latest Lumens purchase via the Aadvantage eShopping portal — which allows American Airlines frequent flyers to receive miles and Loyalty Points for purchases from a large variety of retailers. It’s been a month since this order was placed and several weeks since my pendant light was delivered. And still, Lumens has not paid their commission to Aadvantage eShopping for my business, so I haven’t received my American Airlines frequent flyer miles. Hey Lumens, pay your bills. What other affinity programs have you been stiffing?! POSTSCRIPT IN RESPONSE TO THE LUMENS.COM REPLY ON JUNE 14: I have indeed checked with Cartera, the company that manages affinity programs for many airlines including American. The terms of Lumens’s agreement are that they’ll affirm the commission they owe within two weeks of the transaction so the customer can receive his/her points or miles within 15 days of their purchase. Lumens, despite your dismissive reply, your account remains in arrears. Stop making excuses and pay your bills! I’ll gladly update this review once you’re current. In the meantime, I would advise potential customers to shop for lighting and other home furnishings elsewhere. At present, Lumens.com appears to be too untrustworthy with which to safely do business. Don’t just take my word for it: what’s their average number of stars here on Trustpilot?

Lumens has become my go to place for lights! The sales reps were very helpful in narrowing down the choices. Everything shipped timely and arrived in good condition. I love my new Pina, it's the perfect little light on my nightstand!