ComplaintsforLumens Lights + Living

• 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. 

  ******

  
  

• Initial Complaint

  01/05/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered 2 scone lights from Lumens (Ravello Reader Wall Sconce by Astro Lighting) on Noc 30, 2023. Order # SO *******. The lights showed up but they did not include the 2 shades. We have been waiting for over a month and no shades have appeared. When we call Lumens, they say they have none in stock and the products were on back order. This is unacceptable. Why in the world would they allow a customer to buy a product when they know they don't have the product in stock and then only ship half the product? This is totally unacceptable. I will now have to incur hundreds of dollars to have *************** team uninstall these lights and reinstall a new sconce light product that has shades. This is wrong!

  Business response

  01/11/2024

  Hello,

  We have reached out to your designer, who placed the order for the lights.  She has advised us that we should send the shades in the putty fabric for the sconces.  I have requested that the shades, which are in stock, go out with expediated shipping so you can receive them as soon as possible.  If the putty shades do not work out for you we can send the white shades when they are back in stock and you can use the putty one until then.

  Thank you,

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

• Initial Complaint

  12/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a table from Lumens in late 2022. I contacted them right away and told them that the table extension did not line up properly. I was told it my problem as I did not assemble it properly. I informed them that I did assemble the table properly. In addition, I informed them that the table did not have the locking mechanism on the table. I had to email numerous times regarding the replacement of the table. They FINALLY responded with the item was now out of warranty. I had sent them pictures on SEVERAL occasions WHILE THE **** WAS UNDER WARRANTY. While I do not have every email, I have enough documentation to support my claim, along with photos that Lumens had asked for on 2-3 occasions, which were sent. It appears that they LET the warranty run out on purpose, by not responding. How is THEIR lack of response, my issue? How is a faulty table MY problem? There was no other explanation given other than "it was an assembly error" (of which it is not, and they have no proof of that). This was a very expensive table. I could have bought one at ******* or Raymour and ******** for $300.00 and gotten better quality and better service. They have plenty of photos to back this up.

  Business response

  12/28/2023

  Hello *******, we are truly sorry to hear you were not satisfied with the table you purchased. We see that you did reach out in April of 2023 for assistance, several months after the table was delivered. The pictures you sent were provided to the manufacturer at that time, who determined it was an installation issue. We made multiple attempts to have you troubleshoot the installation of the table but had no response, so the replacement was denied and closed for lack of response. We see that you reached out again in October, after the warranty expired, and thus the replacement request was not approved. 

  It was not our intention to delay resolution and wish there was more we could at this time. 

  Respectfully,

  *************;

  Customer response

  12/28/2023

  I am rejecting this response because: You absolutely did NOT try "multiple times to reach me."  May I see your call logs to me? Multiple Emails? The only email received from you regarding this issue was blaming me for putting the table together incorrectly, which it was not. It is YOUR responsibility to follow up with the customer. That is the only email I received from you until I contacted you again regarding the same issue. At which time you took so long to answer that intentionally ran out the warranty. The fact remains the complaint was made well within the warranty period.

  Business response

  01/03/2024

  Thank you for your response, *******.
  
  I assure you we are not trying to ***** responsibility here.
  
  We emailed you on 4/19/23,4/21/23 asking about the installation. We did not receive a response until you reached out in October. (see attached screenshot)
  As you can see the screenshot,you did not initially reach out for replacement assistance until 7 months after receiving the item. We did make a good faith attempt to resolve the issue but the emails were not responded to, and thus the case was closed.
  
  As a courtesy, we will review the case to see if an exception can be made and will follow up accordingly.
  
  Best,
  ********
  

  Customer response

  01/04/2024

  I am rejecting this response because:I am rejecting this response because: Unfortunately, I do not have all
  the documentation and neither do you as evidenced by the image on
  January 20,2022.  I called on that date.as well, as instructed by your chat representatives. 

  Of course I appreciate your looking into this again as there definitely seems to be miscommunication and missing documentation on your end.  Respectfully, KL
  

• Initial Complaint

  12/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased eight recessed lights and lighting parts on December 5, order #L2027703. Two out of the eight items arrived on December 8. I called about the missing six items and was told that the manufacturer mistakenly forgot to pack them. Lumens told me that mistakes happen and refused to expedite shipping of the remaining six items despite me telling them that I needed the parts urgently for my apartment. After trying to escalate to a manager, I was told that I would get expedited, next-day shipping on the remaining six items. This turned out to be a blatant lie. Fast forward to December 12, and I have still not received the six missing pieces. After chasing twice, I was told that the items are still being processed. The order status online indicates that my items will ship by December 15. Clearly my items were not expedited and the representatives I spoke to on the phone flat out lied to me, just to get me off the phone. The delay has caused issues with my apartment renovation as I now wont be able to install lights before the holiday black-out period imposed by my building. Horrible service from a company with representatives who lie to their customers.

  Business response

  12/14/2023

  Thank you for reaching out to us regarding this issue with the delivery, and I want to apologize for the situation that lead to the delay of the remaining items.  We tried to reach out to you via phone today to confirm the delivery of the lights that show delivered by *** this morning.  One of the tracking numbers is 1Z6WX7790118608116 and was signed for by "*****" at 9:52 am.   If there are any issues please let us know right away and we will get them corrected for you.

• Initial Complaint

  12/07/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed an order with Lumens on 11/18 for a set of dining chairs (they are sold as a set) and cancelled it within an hour of it being placed. I received a cancellation confirmation email for it. Then the order shows up at my house and it shows on my credit card statement that I was charged $556.50. I call them to return the item back to them and they sent a label and scheduled a *** pickup for me. The order is received to their warehouse, but they only refund me for $159 (I dont even understand what that amount is for). I call them to ask why I only got refunded for that amount and they say that the warehouse said they only received one chair. I never opened the box and I have photos of the unopened box and the writing on the outside of the box that there are 2 chairs on the box so I am confused to why they are saying they only received 1. They are unwilling to investigate why it is showing up as 1 returned even though 2 were returned. This has been a very frustrating experience with this company. They do not know what customer service means.

  Business response

  12/08/2023

  Thank you for reaching out regarding the issue with the refund for your return of the 2 chairs.  I first want to apologize for this situation as it should never have come to this level, and I want to let you know I have reviewed your return and we are correcting the refund to be the full amount of $556.50 and will being issuing you the reminder today.  Please allow 3 to 5 business days for the refund to reflect back in your account.  

  Customer response

  12/13/2023

   
  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.
  
  

• Initial Complaint

  11/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My order L1940371 because the color did not match the description. I returned everything but have not received communication since sending my items back. More importantly, I have not received a full refund for the items.

  Business response

  11/07/2023

  We apologize for the long delay with the refund for your order.  I have confirmed the refund was processed early this morning for the total of $$574.84.  This refund will reflect back on your original form of payment within the next 3 to 5 business days. 

*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. ↩