Business Profile

Light Fixtures

Lumens Lights + Living

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Lumens Lights + Living's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

35 total complaints in the last 3 years.
10 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. 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.

Initial Complaint
Date:12/07/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
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
Date: 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 Answer
Date: 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
Date:11/04/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
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
Date: 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.
Initial Complaint
Date:10/25/2023
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On October 17 2023 out of the blue I received 2 notices from RFGI Online, a debt collector Lumens apparently uses. If you read the BBB reviews below, you will see that Lumens has a DISTURBING pattern of sending accounts to Collections when they are 100% at fault. In this case it took 1 week of back and forth with their ignorant customer service until today when they ADMITTED in writing that they sent me to collections because THEY failed to collect sales tax. I have reported their shoddy sales tax practices to the CA **** of *** and *** Administration who told me that the vendor's failure to collect sales tax, is the vendor's liability and not that of the customer. I had prepaid the entire order by PayPal and Lumens has also admitted in writing that PayPal won't allow them to charge the 'alleged' tax after the fact, which Lumens has no explanation for, if their shoddy practices are so legit. Lumens also stated that they "have researched and can not find why this happened". Referring revenue shortfalls 100% due to their shoddy and possibly illegal practices to a debt collector, is a very fishy practice that *** reasonably resemble extortion and/or cover-up. I will also be referring them and RFGI online to the relevant Consumer complaints departments as well.
Business Response
Date: 10/27/2023
I am sorry I missed you when I called today as I wanted to reach out and discuss with you the BBB complaint you filed.

I reviewed your account and recent interactions with Lumens and first want to apologize for the terrible mishap with the collections attempt. The collections should never have occurred that way, especially not for orders placed 7 months ago. I want to assure you that you have been removed from collections and no further actions will be taken to collect the funds. We are also sending you a $500 gift card that you can use towards any item on our site due to this situation.

Customer Answer
Date: 10/27/2023
I am rejecting this response because: I do not YET have PROOF from the ****************** RFGI that these improper claims against me are in fact closed. I do not take the word of anyone at Lumens.com at face value and do not recommend that anyone else considering a purchase from them does, either. I will revisit once I have e-mail and mailed proof that RFGI has closed the improper claims- the REQUESTED ACTION in my complaint. I also let RFGI know myself of this latest development and will still be reporting them separately for being so careless in accepting Collections Claims from Lumens. It is CAVEAT EMPTOR for anyone dealing with Lumens.com and/or RFGI.
Business Response
Date: 10/31/2023
Hello,
We have reached out to RFGI and requested that they email a notice of removal from collections to you. At this point Lumens has paid the taxes on the order, sent the $500 gift card, stopped any collection attempts, and requested that a notice be sent to you that all attempts at collection have been stopped.
Please reach out of there are anymore questions.
Customer Answer
Date: 11/01/2023
I am rejecting this response because:
I was sent a Gift Card I will not be using and Never asked for. I do not trust Lumens to not try to ruin my credit rating again (I have a very high credit score which I take care of). It is not worth it to risk dealing with this company, I would advise other consumers. As other reporters to BBB have pointed out, there are plenty of other reputable vendors such LampsPlus (no issues with them so far and I have bought from them over the years as well). Buildcom and also **** vendors are more reputable and professional and you get Buyer Protection.
I have not heard from RFGI in any form since the original out of the blue FRAUDULENT attempt to ruin my credit. Why is this taking so long? 2 weeks now. After all, Lumens did not reach out to me before they sent their collection agent. Since then I have had to spend plenty of time pushing back on all these shady practices, including numerous calls and emails to CA governmental agencies.
I will revisit once/if I hear back from RFGI that the 2 claims are closed and FINALLY closed. No reason this should not have already been taken care of, if Lumens is a professional company/operations.
I suggest Lumens specifically inform BBB and its reading public, of the date of response they REQUIRED of RFGI. How about some accountability? Don't use RFGI if you don't actually control their "collection" practices. How hard is it for Lumens to require RFGI to email confirmation to me, that they have closed their (Lumens') fake collection attempt(s)?
Initial Complaint
Date:09/28/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a ceiling fan from them, and the ceiling fan started making a noise so I called an electrician who told me that the ceiling fan was faulty (but was still under warranty). Lumens sent a replacement (but it was the wrong replacement motor. I did not know this but hired an electrician to install the new fan, but he told me it was the wrong motor). They finally sent me the new fan motor, and I hired an electrician to install the correct motor. The expenses that I paid in electrician fees was $547, and Lumens has only credited me $269 for a part that was faulty and under warranty.
Business Response
Date: 10/03/2023
Thank you for reaching out to share your experience. I want to first apologize that the wrong motor was sent you as a replacement and I do see that we did refund the electrician fees for that incorrect motor being sent out as a courtesy and exception to our policy. As for the electrician fees for the correct motor, we are not able to refund the fees for the second electrician visit. For further details please see our Defective Goods page:
************************************************************************
Customer Answer
Date: 10/04/2023
I am rejecting this response because the original motor that was faulty was under warranty. so ppl are just supposed to eat costs because Lumens doesnt send quality products? or they send out the wrong product? Thats wrong, and BAD BUSINESS.
Business Response
Date: 10/06/2023
Thank you for speaking with me today. As we discussed I am offering an additional $100 refund to help with offsetting the electrician fees you paid.
Customer Answer
Date: 10/11/2023

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
Date:08/21/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Our lovely designer ****** has a vendor account with this company. She helped us with an order for lighting, which was placed on 8/7/23, order number L1852778. The bulbs cost $472.15 plus tax = $507.68. We received the lights and the bulbs. ****** didn't realize we didn't need bulbs as the lights we were replacing already had them. The bulbs are unopened in the original shipping container. We went to return them and were surprised to find they were a non-returnable item. We were never given the opportunity to know that they were non-returnable. We called Lumens on 8/21/23 around 6 pm CST to ask about an exception to return them, and were declined. I spoke with one rep and then a supervisor and they said it was their policy and there could be no exception made. The charge was on our credit card, not ******'s. I suggested if there was nothing they could do, that I would post a complaint with the BBB and file a dispute with our CC. The supervisor went on to threaten that all of ******'s orders for any other clients would be frozen until the dispute was resolved. I found this incredibly offensive, that our right to file a dispute with our credit card would be held hostage in this way. We love our designer and the last thing we would want to do is mess up her or her other clients with our reasonable chargeback process (independent of who would win that request). It is ridiculous that they would hold up her entire account when it was our personal CC that was charged. We should as consumers have a right to go through due diligence without being threatened or threatening the vendors we like and choose to work with. I was very upset by not only this company's policy, but their unwillingness to make any reasonable exception to a rule, and especially by the threatening nature of the supervisor in regards to ******.
Business Response
Date: 08/23/2023
Hello ****,
I apologize again for the issues you experienced with attempting to return the bulbs. As I stated yesterday I did process refund for the bulbs and we are not requiring them to be sent back. The refund for $507.68 was also processed yesterday and you should see that back in your account within the next few days. I am also sending both you and ****** $100 gif cards that you can use toward any future purchase on our site.
Please let me know if you need any further assistance.
****************

Customer Answer
Date: 08/28/2023

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
Date:07/14/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed an order with Lumens.com in June 2020 for 3 items. 2 weeks after the order was placed I was notified 2 of the items were on back order until October 2020. I immediately called Lumens customer service and asked that the items be cancelled because my house was under renovation and needed the items sooner. On the phone, they said they would be cancelled. This was the mistake as I do not have a email history of the cancelled order because it was over the phone. In October 2020, the lamps arrived and I IMMEDIATELY called Lumens to tell them I had received the items by mistake and how can I ship them back? They said they had no record of the order and didnt give me any assistance to mail them back. I noted that my credit card was not charged so I didnt worry about it. I heard NOTHING from Lumens for over 2 years. In October of 2022, they reached out via email and asked me to pay for the lamps. At this point, I had given them to a friend in **** and I sent her the shipping labels and she mailed them back from ****** **** in October 2022. Now Lumens is saying the lamps were never returned. The customer service is appalling. I did everything I could possibly do when the lamps were mailed in error. At any time in 2021 or most of 2022, they could have just asked for the lamps. And now they are sending me to a debt collection for lamps that were cancelled. I see Lumens has a history with the BBB for this behavior.
Business Response
Date: 07/18/2023
Thank you again for speaking with me today ******. We have removed this collection attempt and no further attempts will be made. I apologize again for the issues experienced with this order.
Customer Answer
Date: 07/18/2023

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
Date:07/13/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Lumens double charged me for an item (lamp) that I purchased from them. I purchased the ***** Table lamp with a free gift with purchase that totaled $523. A birthday gift to myself. The transaction cleared June 14th 2023, However out the blue another $523 charge hit my account, keeping my money and account pending for several days. They are not disclosing when will my account have the stolen funds. They sent a brief apology email but ** getting the run around. They admitted that there is an issue on THEIR END concerning them stealing peoples money from their accounts. But they are not reversing or resolving them hijacking my bank account
Business Response
Date: 07/14/2023
Thank you for reaching out regarding this issue with the additional authorization on your card. I want to first apologize for this error as it should not have occurred, and we are looking into what caused this error. On 7/11/23 our Accounting team did release the additional authorization of the $523. These authorizations can take anywhere from 24 to *************************** your bank account. I will follow up with directly on Monday to see if the money was removed from the hold.
Initial Complaint
Date:06/22/2023
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered a lighting fixture from Lumens.com, expecting the item to ship immediately, as no indication was given as to stock levels, and the company charged me immediately. However, after eight (8) days, I had not even received an invoice for the product, a wall sconce. Upon calling Lumens.com customer service, I was informed that the manufacturer has had trouble fulfilling orders, and their updated shipping date was 06/26/2023. As I need the product sooner than that, I requested a refund. Lumens.com customer service rep told me they would "put in a request for cancellation" but could not guarantee that a cancellation would in fact be issued. I told them this was unacceptable and insisted on an immediate cancellation and refund. This request was refused. This phone interaction was subsequently mirrored in an online chat interaction with another Lumens.com customer service representative.I have opened a dispute with PayPal, my payment provider for this transaction.I am writing you now to inform you of this issue, and to make other would-be customers of Lumen.com aware of their business practices.
Business Response
Date: 06/23/2023
Thank you for speaking with me today and sharing your recent experience. We have closed your order and refunded the order total of $169.02 back to your PayPal account today. I am issuing a $50 gift card for you as well due to the poor experience and hope you will give us a try again for your next project.
Thank you,
***************************
Customer Answer
Date: 06/23/2023

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
Date:05/08/2023
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Fully charged me for full order. Three of four items in the order were never sent, but marked as such in the tracking. Website always said that order was processing. I assumed it was on backorder. Forward a few months, I called and said three of four items (two sconces and a lamp) were never sent. Lumens never took responsibility for the two lost sconces, and instead I had to pay again for a new set, which are again on back order. They are now saying that they will not refund me for one of the original two lamps on the order (of which there is only tracking for one) because they had sent one in the other's color. Their mistake is what is messing up their system.I expect a full refund. At this point I've paid 400 dollars for a small lamp and some bulbs.Inaccurate tracking below: Sconces - 1Z4A25A34244177644 Desk pink lamp - 1Z1AR2460358883842 (rcv 1 blue)Bulbs - **************************
Business Response
Date: 05/09/2023
Hello ****,
Thank you for speaking with me today. As discusses we are refunding you for the missing wall sconces and the light, totaling $274. Please allow 3 to 5 business days for the refund to appear back onto the new card provided.
Thank you,
***************************
Customer Answer
Date: 05/09/2023

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
Date:02/19/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Bought three pendants and per their policy I returned all three and I paid for the return freight. Got a credit for ONE pendant only.I received all three in one box and returned in one box per instructions.My proof of delivery showed all three were received but they say "because there were three labels issued and only one was attached to the box they were confused".They have yet to credit me for the other two even though I have proof of delivery and the box weight is what three fixtures would weigh.Filed complaint with **** but to no avail.Now they say they wont give me credit because I filed dispute with ****.
Business Response
Date: 02/21/2023
Thank you for reaching out regarding the issues with the refund for the 3 lights. We have looked into the chargeback that was preventing the refund and we are able to clear that off the account. A refund for the full amount of $548.63 will be issued today back to the **** card, but please allow 3 to 5 business days for the refund to fully reflect to your account.
Customer Answer
Date: 02/23/2023

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.

Good Morning
I opened the reply from Lumens and I approve what they are proposing but I will wait until 7 days passes to sign off on it. I will check my **** ******************* and advise BBB.
Frankly, based on my dealings with them I don't trust what they say.
Thanks for your help!
*********************

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Lumens Lights + Living is NOT a BBB Accredited Business.