I bought a $400 desk lamp from Lumens on 9/17. It arrived well-packed on 9/23. When I opened it on 9/24, something seemed off. There was plastic wrap twisted all around the lamp components, making me wonder if it was a return. Once I cut away all the plastic, I saw that the lamp was already assembled (the manufacturer instructions show that you have to assemble it yourself). When I removed it from the box, the base of the lamp fixture was snapped into two pieces.That same morning I first tried to contact Lumens. I used chat support which was just an AI bot that linked me to a webpage. The webpage said I had 48 hours to complete a form for a refund for any damaged item. I submitted the form and uploaded photos of the damaged lamp. I received no confirmation or email acknowledging the form, but I decided to give it a few days.I used AI chat again on 9/29 until I got put through to a real rep. I relayed all of the information from the form again (she clearly had no record of it) and she approved a return & refund (Return Authorization #LR-291025). I got an email that day confirming the refund once I returned the lamp. However, Lumens claims their system separately generates a UPS return label that should come "in 1-2 business days."I waited one more week and no return label arrived. I filed a dispute with my credit card on 10/6. They gave me the temporary credit but on 10/27 reversed it, claiming that Lumens told them, "the item arrived in good condition."Lumens acknowledged my damaged item and authorized a return & refund, so I'm not sure how they were able to tell CapitalOne that the item was in good condition. They have photos showing it snapped into two pieces.My only regret is not checking out this company. I thought they were legit but they will absolutely ghost you if you need any help. I sincerely believe that the "separate return label" emails are never sent to customers and they count on most people giving up and then lie to credit card merchants.
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Lumens is North America’s premier destination for modern lighting, furniture and décor, serving trade and contract professionals as well as consumers. We travel the world to source from 420+ global design brands, curating a product assortment that features iconic designs as well as the latest in contemporary interior décor, including exclusive pieces that can’t be found anywhere else.
The Lumens mission to inspire and connect the world with good design has led the company to be a pioneer of innovation, delivering a best-in-class customer experience through our website, editorial content, customer support teams, dedicated trade program and print publications. Our US-based design experts and product specialists, with professional certifications and decades of combined interior design knowledge, are ready to help you over the phone, email or online chat.
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