Customer service disaster. In March 2021 I purchased a Moooi Heracleum III Endless Linear Suspension Light from Lumens. After approximately 200 hours of use, the transformer failed. On September 4, 2025 I contacted Lumens and Sharmaine "helped" me. For several weeks, she did absolutely nothing despite me reaching out 3 additional times. At that point, I retried customer service and got Jayden. He was slightly more helpful but after 5 weeks of request after request, nothing has happened. Moooi claims we never registered the light. I believe we did. According to Lumens, Moooi doesn't respond. Regardless no one is disputing the fact we purchased it through Lumens order #L1321033. I have jumped through hoop after hoop and have gotten nowhere.Seven weeks later, I have purchased a new transformer through Lumens for $871!! SO6190333 It was that or have an expensive light hang uselessly.I have purchased over $10,000 in products from Lumens and this is what I get. Absolutely zero help or customer service. It has been an extraordinarily frustrating experience. I highly recommend shopping somewhere else before you end up like me or these many other people who have had horrific experiences.
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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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