Reviews
This profile includes reviews for Lorex Technology Inc's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
Average of 58 Customer Reviews
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Review fromNick S
Date: 16/10/2024
1 starI wanted to share my experience with Lorex products in hopes of helping others avoid the same frustration. From the start, I’ve encountered multiple issues that have made this system more of a headache than a security solution. Issues include:
- Unreliable Connectivity: The cameras constantly go offline and online, even after resetting my internet connection. I have ****** fiber and have never had connectivity issues with any other product in my home.
- False Alarms: Even after adjusting the sensitivity settings, I still get a ton of false alarms. It’s stressful and has made me question the overall usefulness of the system.
- Shared User Alert Failures: I set up a shared user for monitoring, but they don’t receive alerts on their mobile device and it kicks me out of the app each time she logs in. This is a huge problem since I rely on this feature to share security responsibilities.
- ***** Integration Issues: Lorex advertises compatibility with *****, but I’ve had no luck getting the system to connect properly. Receiving motion alerts was one of the main reasons I bought it, so the failure here is incredibly disappointing.
- Alert Snoozing Malfunction: Even when I snooze alerts, they still keep coming through. This defeats the purpose and causes unnecessary interruptions.
- Flood Lights: Lights trigger with motion occasionally, and when they do turn on, they go off within 30 seconds. There is no option to turn on the lights for an extended period of time.
To make matters worse, I’ve contacted technical support multiple times, and after spending multiple hours on the phone, they’ve been unable to fix these issues. I even reached out to customer support to request a refund, but because it’s been over 30 days I’m stuck with this faulty product.
* **** ****** *********** ***** ******** ** ***** ****** * **** * *** ******* **** ** *** ******** ******* * **** ******* *** ****** ** *** **** *** * **** ******** ******** ****** **** ***** **** *** ***** ***** ** *******
Lorex Technology Inc
Date: 30/10/2024
This customer has reported 4 primary issues with his Lorex System. The main one being Unreliable Connectivity. The common reasons relating to iot (wifi) devices in particular are Network related 1) Distance - from router 2) Wireless interference from other devices on the same network 3) physical obstruction 4) other environmental factors. The remaining 3 issues are secondary and can be corrected over the phone by a Lorex Technician, with the customer's cooperation. The wifi system was purchased on May 23, 2024. The first contact from this customer was on August 29, 2024, ONLY to request for a Refund Exception, NOT to Troubleshoot. Our refund policy is 30 days from date of delivery. In our opinion this customer's environment is just not suited for a wifi system. His preference should have been a wired system, and this should have been evident within the first 30 days of usage. The only awareness his review should bring to potential customers seeking to purchase a security system (any brand for that matter) is to figure out if wired or wirless/wifi system will be reliable in their environment (if unique). All this being said, we are willing to take the system back for a full refund if this customer is willing to consider replacing it with a wired system of more or less equal, or greater value. Details of the terms and conditions will be outlined in Support ticket ******. Thanks and Regards. LOREX HEAD OFFICEReview fromRoger N
Date: 10/10/2024
1 starI purchased a Lorex wireless security system, last year. The problems occurred instantly when trying to set up the system. There was no instructions on how to set up and program the system, which resulted in 3 phone calls on 3 different days with different technicians, trying to set it up. Finally got it to work for a few days, then the batteries started to go dead within 2 or 3 days, Lorex blamed that on the locations of the cameras and said they can’t be placed in a high traffic areas, I tried to adjust the settings and sensitivity but that didn’t work. More phone calls with warranty department. Cameras would not record properly. More problems with cameras and batteries. They had me take down all cameras and change the batteries around in all cameras, still problems and more phone calls. One of the cameras would go dead within hours, finally they sent me a camera, but no battery or wi-fi antenna. I called Lorex about this , and they didn’t believe that I didn’t receive them, They wanted me to take a picture of the box to make sure that I didn’t see them in the box. More phone calls as the recorder didn’t work properly, finally they sent a new recorder. Now camera 3 replaced twice doesn’t work because as it has old firmware installed on it. They have emailed me 12 apparent firmware updates that don’t work. Lorex will do anything to get around giving warranties for the **** they sell. I have called them regarding the problems over 20 times and still having issues.
***** *** ***** ******** ****** *** **** ********* **** **** ********Lorex Technology Inc
Date: 15/10/2024
The Lorex system was purchased in December of 2023 and sold with our 30 day refund policy and 1 year warranty. Lorex systems are DIY based and come with instructions in the form of a Quick Start Guide or digital manuals that are easily accessible online. Had the issues occurred instantly as stated in the complaint this customer could have excercised his option to return for refund. The first contact we had was only in June of 2024. In addition, not only did we replace the 1 camera and 1 recorder this customer acknowledges, but 2 additional cameras, A replacement antenna and A replacement battery all Brand New from June though August, which failed to be mentioned in this review. The issues are clearly not with the system! The warranty expires in December of 2024. Customer should feel free to contact support who are eager and willing and there really for one purpose ONLY!Review fromAndrew K
Date: 17/09/2024
1 starPurchased a Lorex Fusion NVR system in April 2023. NVR crashed and died Sept 2024 all I get is the Blue Screen of death...outside of warranty. Lorex won't offer to fix the unit, told me to purchase a new one. No technology should die 15 months after purchase. * ***** ***** ***** ** *** *****Lorex Technology Inc
Date: 23/09/2024
The system was purchased 17 months ago. Warranty is within 12 month. customer will have to cover cost of the repairs. We are willing to offer a discount.Review fromJohn H
Date: 30/08/2024
2 starsPoor customer service, not speaking clean English seems to be their major issues.Lorex Technology Inc
Date: 04/09/2024
We're sorry and frankly suprised to hear about this experience. Looking up the history we note that this customer has been with Lorex since 2020. If there is an outstanding issue, we'd like to know specifically what it is and can also get an Agent to call him. LOREX HEAD OFFICEReview fromRobert B
Date: 26/08/2024
1 star******** *** ***** ** ** ********** *********** I tried to return a bad camera and it took me 2 hrs on phone, they refused to give me the warranty dept u til I hooked camera back up and did.their troubleshooting. * ** ** *********** *** * **** ******* * ***** *** ****** ** **** I asked for a supervisor and he was just as dense. I paid for the extended warranty when I bought my second system..have been a Lorex customer for years! Not anymore. When this warranty runs out we are going to look for a more customer friendly company. * **** ***** *** **** ***** ******* ******* ** ** ***** They kept asking for what was on the screen of the defective camera.. I repeatedly-repeatedly told them the camera is dead, black screen...but they wouldnt hear of it... **** ** ******* ***** * ***** ***** ***** ** **** ****** * **** ******** *** ***** *** ***** ** ********** **** *** ******** ********** **** *** paid good money for an extended warranty and they won't honor it without red tape.Lorex Technology Inc
Date: 09/09/2024
We are sorry to hear this. Troubleshooting by a Lorex Technician is a necessary step in the process, the results of which are never influenced by recommendations or frustrations displayed by Customers. After speaking with an Agent who was instructed to Call this customer, A prepaid UPS mailing label has been sent to return the defective Camera for replacement. Nevertheless, we apologize for the inconvenience. LOREX HEAD OFFICEReview fromD. C.
Date: 20/08/2024
1 star** *** ***** **** ***** ** ***** ********* I have wasted countless hours of my life on the phone with their support team, I have sent them all the information they requested, they keep opening new case numbers then closing them and making me start the process all over. I have honestly never experienced a more inefficient, time wasting, ********** warranty process in my life. Then after all that, they tell me I have to deal with the Extended Warranty company so I get in contact with them and they don't even have record of my extended warranty so back to square one. Absolutely ridiculous. ** *** ***** **** **** *** ******* ** *** *** ******** **** ******Lorex Technology Inc
Date: 04/09/2024
We're sorry to hear this. The Lorex system was purchased in September of 2022. Manufacturer's warranty expired in September of 2023. Customer was instructed by our Support Team that he had contact the Third Party that was responsible for the extended warranty coverage. He was provided with all relevant information via automated chat, phone call and email. This process is flawless if followed! We regret that the customer flat out refused to do so.
In a gesture of goodwill and sincerity, we are shipping him two replacement batteries no charge which seemed to have been the cause of the issues.D. C.
Date: 04/09/2024
The response from Lorex is not an accurate description of what happened. While I appreciate that the company is shipping me two batteries. this is a result of me reaching out to Lorex management on ******** after I became extremely frustrated with the support process. If the Lorex support team had simply referred me to Extended Warranty in the first place I could have saved several phone calls and emails with them. When they did finally refer me to the Extended Warranty organization, there was NO RECORD of my extended warranty that I purchased directly from Lorex. By the time they finally got my extended warranty registered I was beyond frustrated with this extremely time wasting process so I escalated my concern to management via ******** and was immediately helped.
To facilitate quality customer service Lorex should identify Extended Warranty cases in the first call to prevent wasting customers time and they should ensure that Extended Warranty purchases are recorded with the Extended Warranty organization.Lorex Technology Inc
Date: 12/09/2024
Point noted. We appreciate the Feedback. Thank you!Review fromMatthew S
Date: 12/08/2024
1 starAbsolutely terrible customer service. If I would have known this prior I would have avoided by any Lorex products. It’s been close to 2 months, and I still haven’t gotten my return processed. Every time I call they act like they don’t understand what’s going on and I have to reexplain myself. **** ******* ** *** ***** *** **** ** ******* *******Lorex Technology Inc
Date: 26/08/2024
The doorbell cameras was purchased on May 14th. Refund is within 30 days, however on July 26th (60 days later) we decided to make an exception to take it back for full refund as a sign of goodwill. The doorbell camera was returned Aug 7th and Aug 13th we put through the refund.
We would have expected a "Thank you" instead.Review fromJ. E.
Date: 12/07/2024
1 starI am currently having trouble getting a defective camera replaced under warranty. I have gone through 4 hours of trouble shooting this issue with their technical support team whom I had to call a few times (I thought were fairly good, polite and accents were ok to deal with); It was deemed to be a problem with the actual camera and they requested a time and date for a call back, where I have to be at home as their Warranty / Escalation team would call me. I provided a 3 hour window of time 2 days in advanced as I would still be on vacation and able to be on site (as required by them) to take the call and address questions about the camera. I never received a call on the day requested so I had to call their customer support line again and they asked to book another date which I have done. I am very annoyed that I had to waste my vacation time for a call I never recieved. Unfortunately I have to be back in the office making it very difficult to be on site. I am not looking for a refund just a replacement of a defective camera I bought this year. All my other cameras, the base unit, *** **** *** *** ***** *** **** ******* are fine however as I get the run around at Lorex, I have a location that is now not fully secure due to the faulty camera. ** **** ****** ** *******Lorex Technology Inc
Date: 17/07/2024
A Tech Support Agent was instructed to call this customer but was unable to connect as the call went to voicemail. However, not to delay this any further, and based solely on the customer's behest, we have emailed him a prepaid *** mailing label ****************** to return the camera he deems defective, for replacement.J. E.
Date: 17/07/2024
My primary complaint was due to not receiving a call from the warranty department on the scheduled agreed upon date and time, particularly since I had taken a day off from work for it. I have since received numerous calls from their warranty team to correct this and they have followed through. They also followed up throughout the day with me to ensure I received shipping label despite being unavailable for hours having been tied up at work. I commend their persistence.
I would like to thank the people at Lorex for turning around this experience into a good one. The people I talked to were always polite and persistent in reaching out to me to ensure they resolved the issue.
I would also like to thank the BBB for their support as a means to help business and customers to resolve such issues.Review fromCharles R
Date: 30/05/2024
1 star** ***** ** **** *********** ****** *** ** ** ***** ******* The worst customer service out there! If you speak Spanish, you should be alright. But if you speak English, you will be frustrated! Lorex customer service is located in South America. ***** ******* *** ** *****, I couldn’t understand them. 13 phone calls later, still haven’t got my issue solved. **** **** **** **** ******** *** * **** ******** ******* **** *** *** ********** *** **** *** ********** **** ** ***** ***** ******** ** **** ****** *** *********Lorex Technology Inc
Date: 04/06/2024
We're saddened to hear this distorted version of what actually transpired between this Customer and our Support Team. On May 22nd the Customer called to request for return labels to return part of his order. Two prepaid *** mailing labels were emailed to him the very same day. On May 30 he called again demanding right off the bat, to speak with a Supervisor or Manager, without providing any reason or reference... no details whatsoever and moreover in a very obnoxious manner. This happened twice and each time he would hang up. It's unfair and unfortunate that we are, even now, not given the opportunity to resolve his issue which he claims is unresolved, yet fails to mention what it is. ,Charles R
Date: 05/06/2024
I was told to hang up and call back by the customer service person because I could not understand their thick South American accent. In total, I called 13 times that day. Talked to managers only to be transferred by their horrible phone systems. I gave them every opportunity to help me, they just don’t want to help. Not my fault I cannot understand them and they have no one on staff that can speak English without a thick accent. They didn’t even try another way, like an email conversation. Why can one associate get me to a manager but other associates refused? Inconsistencies! Now, they try to distort what really happened. Well, I have all of the call records. ** ***** *** **** **** *** *** **** **** ******** Horrible customer service *** *** * *** **** **** ***** ** ********Lorex Technology Inc
Date: 06/06/2024
Please advise what the actual problem with the system is so that we can resolve it.
******* **** ** ** ******** **** *** ** ******* **** *** ******* *********** ******** **** ******** **** *** ** ******** **** ** ******* **** *** **** ********* ** ********* ***** **** ******** ******Charles R
Date: 14/06/2024
The original problem is that I returned 3 items and only got refunded for two. Now the problem is that your customer service is not good! I do not speak and/or read Spanish, so I cannot understand what the rest of the above message says. SO I WILL REPRAT, “YOUR CUSTOMER SERVICE IS NOT GOOD!” Now I’ve been waiting for a return label to return the entire system.Lorex Technology Inc
Date: 17/06/2024
This customer requested prepaid UPS mailing labels to return 2 cameras. We sent him two *** labels ***************** AND ******************. He sent back two cameras for which we refunded him already. He has now gone and done a chargeback with his bank for the entire amount. If he wishes to return everything we are more than willing to send him more prepaid return labels. Please let us know. Until then the Chargeback is not legitimate and highly immoral and wrong. Thanks and RegardsCharles R
Date: 17/06/2024
I sent back 3 cameras and was only given credit for 2. Hence the reason I was trying to get ahold of you. Found out your customer service is the worst on the planet. I told the last person I talked with that I was going to return the whole thing, seeing as I cannot communicate with your staff and they refused to get me someone who could. Also, seeing as I cannot communicate with your company besides on the BBB site, I was advised to call my credit card company. I cannot get part of my charge back, it’s all or nothing. Again, seeing as I cannot communicate with your company and still have not received return boxes or labels, I was forced to file a complaint. I bought your system because your company came highly recommended. Unfortunately, I have had a horrible experience and just want my money back. So, again, get me return boxes and labels and I’ll be more than happy to send this stuff back to you. But I am very apprehensive, seeing as your return department cannot count to 3 and I’ve had to ask for return labels and boxes multiple times.Lorex Technology Inc
Date: 18/06/2024
We have now traced the return of the 3rd camera. The reason the refund was not processed earlier in a timely manner is because that particular camera was part of a two camera bundle. Both cameras should have been returned not just a single one. Another inconsistency in why we could not figure this out is that the email on file is ***************@*******.com and even the Name is Steve and not Charles. Anyhow, Because of the Chargeback the system will now not allow us to put through the refund which amounts to $136.66 (tax included) unless the customer withdraws the Chargebacks. Customer is requested to withdraw the chargeback so that we may refund $136.66 to his credit card.Charles R
Date: 18/06/2024
Again, get me a box and a return label, and you will get the whole system back. I feel that I have had to say that WAY TOO MANY TIMES!!! I will release the chargeback when this process is complete. * ** *** ***** *** ** **** *******, so to protect myself financially, it has to be this way. And I would like this to be the last time, and we both know it will not be, but SEND ME A BOX AND SHIPPING LABEL AND I WILL RETURN YOUR ENTIRE SYSTEM!!! Thank youLorex Technology Inc
Date: 24/06/2024
Three prepaid *** mailing labels have been emailed to this customer to return the complete system. He has two orders and we have send over 3 labels to return everything! Customer may use any available box for this purpose. ThanksCharles R
Date: 17/07/2024
Your stuff was shipped out by UPS today. In case you all still haven’t learned to count, I took a video of the cameras and other stuff being loaded in the big box. Let me know when you have received it and I will remove the chargebackReview fromMatt R
Date: 20/05/2024
1 star*** ** *** ******** Purchased the 2k video doorbell and the extended warranty in the span of one year it has gone offline 12 times and it will not reconnect to wifi. In order you get it to reconnect you have to remove off the wall and push and hold the reset button with the sd card removed not at all easy to do. Then you follow the in app instructions and that usually errors out and you get to start the process all over usually about the 5th time it will work for a short few day or weeks. This doesn't work especially if you are not at home when it stops working. The tech support is practically non-existent because after reading through pages of script they care more about your email address being correct than assisting with your issues. This device is absolutely worthless for security and you simply can not rely on it.
I also have the 2k wifi camera system it is better at staying connected to the internet it has only lost connection 3 times, still not convenient. Its flaw is that it only records a maximum of 60 seconds at a time not exactly useful if your camera system is intended to collect evidence in the event of a crime.
Having been locked into their ecosystem I reluctantly purchased another replacement camera to expand my system. out of the box the color was off and mad it useless to record anything let alone reliable information in the event of a crime. Again tech support only cared about data collection and my email address not helping. Hands down terrible equipment and service..Lorex Technology Inc
Date: 30/05/2024
We are sorry to hear this and apologize for the inconvenience.. Our Tech Support Agents have been in contact with this customer to isolate the issue to a faulty transformer, his router, his network configurations or the Camera itself.
Customer expressed he preferred to have the unit replaced overlooking any further troubleshooting. We have created an RMA to replace the unit. Thank you.
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