Worst customer service Worst customer service. Order from somewhere else EDIT: never did hear back from Lumens's, it has been over a month since they replied here that they would reach out. Never happened. Also tried to place a new order, giving them one more chance (don't do it!) and they just cancelled the order for no reason and I couldn't get ahold of anyone (again HORRIBLE customer service) to figure out what happened and no one could tell me

High return fees This was second time ordering pendants for my second house. By the time the items arrived, I changed my mind. As soon as the 2 lights hit my doorstep I requested a return on the website. FYI, the 2 items were shrink wrapped together and sent to me as 1 package and 7lbs. After creating the return, I’m being charged $60 for return shipping and 2 separate return labels with 4lbs each. When I chatted with an agent, they informed me that the items Weight 3.65lbs and rounded up to 4lbs and not sure why the manufacturer would ship them 7lbs total and is there anything else they can help me with?! No effort to try to make a customer happier!

Returning Goods is a Nightmare It took six weeks to get my credit after 4 items were verifiably returned to LUMENS. First, only $2,000 was returned three weeks after received back to LUMENS after multiple phone calls. Then more phone calls and begging to get the $1000 balance 2 months after return initiated. Never will I ever order from LUMENS again. This company lost a very substantial customer. Caveat emptor. Not recommended.

I like the company I like the company, I have ordered a few things from them and everything has been fine with the exception of one open-box item I got that was damaged and I have yet to get a solution for that issue. Overall I find the customer care has been responsive and they do price match, unless its a discounted item which is alright. They have a good selection of lights ( I have never ordered any home decor items from them) Overall so far I haven't had any horrible issues and the shipping has always been pretty fast with all the lights I ordered so. I like to use the chat option on the website too which seems like a fast response vs the phone imo.

Bad customer service Not sure about the quality of lights we ordered since we haven't seen them yet. Ordered more than 15 days ago and still not shipped. Contacted customer support and was told it's going to be shipped tomorrow and tomorrow came and go. Our lighting contractor could not wait that long for the lights and we had to use replacement for these. Terrible.