Lumens US Review: Expert Design Authority or Logistical Gamble?
To find out how good Lumens.com is, we looked at hundreds of real customer reviews on sites like Trustpilot, Sitejabber, ConsumerAffairs, the BBB, Reddit forums, and design magazines. This thorough review cuts through the noise to help you feel good about your shopping. You'll find out what the average customer experience is like at Lumens, what kind of product quality to expect, and where it does well and where it doesn't.
We'll talk about the good and bad things about Lumens, answer common questions from buyers, look at overall ratings trends, get expert opinions, and finally decide if Lumens is a good choice. We want to give you useful information (both good and bad) so you can decide if Lumens is a good fit for your home or project.
In short, this comprehensive approach will help you gain:
- Shopping confidence through transparent, unbiased analysis
- Clear expectations on product quality, service, and policies
- A balanced view of pros, cons, and who Lumens is best for
- A definitive answer to whether Lumens is trustworthy and worth your investment
About Lumens US
Ken Plumlee and Peter Weight started Lumens in Sacramento in 2004 (originally Benning Lighting & Design) with the goal of being “the best place to shop for lighting, fans, modern furniture, and accessories for people who love modern design.” YDesign Group, which owns YLighting and other design stores, bought it in 2016. The two companies worked together to serve a wide range of homeowners, architects, interior designers, and contractors. The company now hires lighting experts in the US who have passed the ALA certification exam.
Lumens is an expert in modern and designer lighting, ceiling fans, and furniture and decor for modern homes. It has an online catalogue with more than 400 brands from around the world, such as Flos, Kartell, and Herman Miller.
Lumens US Meta Review - Insights and Highlights
Discover firsthand opinions about Lumens US. Is it a hit or miss? We’ve aggregated user and pro reviewers feedback for you. below are the key takeaways:
Pros:
"Vast product selection, authentic mid-century pieces, wide price range."
"Recognition from top brands like FLOS and Herman Miller."
"Lighting designs span metal, wood frames, and even silhouettes made from delicate woven textiles."
"Helped me resolve an issue with my lights (I mistakenly threw away parts) and they got me in touch with the right people who could send the replacement parts."
"I've purchased four times from Lumens. Very happy with their selection and delivery."
"Ordered 5 lights from Lumens. They arrived promptly and were of excellent quality, Had to send four back as I had been advised incorrectly"
"Received return shipping labels promptly, and return shipping was free."
"Bought an expensive lamp at a very good price and delivered in a timely fashion! Would highly recommend this company!"
"I enjoyed shopping on Lumens because of their low prices and awesome quality."
"Luckily I had great customer service from Eric who personally helped me address the issue. It was so refreshing to have someone go out of their way."
"Customer service has been extremely helpful in placing orders! Highly recommend!"
"They're beautiful and move air! With 26 ceilings, living in Florida in 100 humidity, these fans excel compared to others."
"Lumens is a legit company. I've bought a few higher end fixtures (over $1-2k each) from the website and have done a return with them once... never had any issue."
"I bought an open box entry light from them. It arrived promptly and looked brand new. Great experience."
"I am a GC and have purchased from lumen's. From my experience they are responsive and reputable."
"Purchased a DR light fixture, over $1800, hung it and it didn't work... They replaced it no questions ask."
Cons:
"Stock and shipping vary from brand to brand, and limited sales."
"This company is based in Holland and everything is shipped from china. This was not clear on the website and I am now waiting for a light to turn up."
"The headlight finally arrived and it seems to work. That said, I am not happy for I was charged a warranty product fee of $4.99 that I did not authorized"
"However they didn't really match the space and I went to return the items, I understood that returns were not included, however the return shipping fees that lumens charges are insanely inflated."
"I ordered a Cane-Line lantern and it arrived with one glass panel dislodged and chipped. I flagged this and accepted a $50 discount, being able to reinsert the glass pane."
"Bought 2 ceiling fans with 2 day expedited shipping ($875 total). The fans never came. UPS says they never received the fans and Lumens has no idea where its at."
"Item #: SLA it is very cheaply made plastic with crack marks, don't waste your money."
"I ordered a chandelier in December and was not told it would be shipped from Italy. When it finally arrived only half the fixture would light."
"Every time I call I get more lies. Avoid this company."
"They never have a resolution on chat. Never send you a transcript. Mail replies are next to non existent."
"I purchased thousand of dollars of fixtures from their bi-annual sale in 2020. They sent me shades only and said that the fixture itself was not included."
"Ordered 3 flush mount lights despite the poor reviews. Received today. As you can see from pics, came in 3 flimsy pizza type boxes via UPS."
"UPS says they never received the fans and Lumens has no idea where it's at They keep saying they will reach out to the manufacturer but never have any update."
"DO NOT BUY FROM LUMENS They have the worst customer service I have ever encountered Check Trustpilot All complaints read the same."
"I bought a $400 desk lamp from Lumens on 9/17... base of the lamp fixture was snapped into two pieces."
"NO WHERE indicated the lamp was non-returnable, which they did not disagree with... This is a VERY POOR company."
"In February 2025, a collections agency contacted me about my 'outstanding debt to Lumens'... I received no apology for the countless emails calls and contacts."
"They look nice, but honestly way overpriced. You can get lighting that is comparable and decent quality for a fraction at other sites."
"Some of my bulbs did fail within a year or so..."
"The only issue I had was some of the lights were incompatible with my smart home, so didn't dim correctly."
"I was just annoyed that they couldn't specify that it was remote operated, even though that remote lacks any benefits."
"Claims that items are available That they will ship within 10 days. They won't. And then after months and months of delays they tell you that they cannot cancel or refund"
"This company is a JOKE I canceled my order after the headache of dealing with them and just followed up on my refund."
"Horrific experience! Send you damaged items and then tells you that you have to contact the manufacturer for help."
"A chandelier that was ordered on 10/15/24 never showed up. They sent a replacement for it. A label was created but the chandelier was never sent."
"Lumens ordered the wrong color. Lumens would not exchange the lights and instead, offered me a $150 coupon towards a future purchase!"
Final Thoughts:
"As their name implies, Lumens—which recently merged with YLighting—specializes in all things illumination, and it should be your first pit stop for anything from floor to ceiling lights"
"Because of its constant logistical problems and poor post-purchase support, the Trustpilot community mostly sees Lumens as a high-risk retailer. The company responds to almost all negative reviews, but the answers often don't fix bigger problems like missing parts or shipping delays. People who deal with customer service say that the "aggravation" of it often outweighs the benefit of finding a specific design."
"Sitejabber users say that their experiences are "hit or miss," with a lot of service failures outweighing successful orders. The good reviews talk about "awesome quality" and "low prices," but these are mostly from the past or are one-time events compared to the recent rise in 1-star reviews. People who get incomplete or damaged shipments and then don't hear from management agree that Lumens is a "scam.""
"The ConsumerAffairs consensus shows that sales people are very professional, but after-sales support is completely broken. When people have to deal with collections agencies for debts they don't owe or things they never got, they often feel "scammed." The platform data says that buyers should be very careful when they order "big ticket" items that they might have to send back."
"Most Reddit users think that Lumens is a real distributor and not a fake site. But they stress that the quality of what you buy depends only on the manufacturer because Lumens is just a middleman. Before you buy, the community agrees that you should look for discounts on credit cards and compare prices with other stores like Lamps Plus or Wayfair."
"The BBB profile shows that the company often messes up orders and doesn't have the honesty to fix mistakes before they happen. Reviewers always say that the service is "horrible" and the business practices are "unacceptable." The general agreement is that Lumens does not meet the most basic standards of trust in the marketplace because it makes customers responsible for mistakes made by the company."
"Architectural Digest calls Lumens US a real leader in luxury lighting because of its high-end catalogue and ties to YLighting. Design professionals and contractors often use it as a reliable partner to find authentic, one-of-a-kind mid-century items and materials for big projects.
But the business has a lot of problems with how it runs. Verified information from Trustpilot, Sitejabber, and the BBB shows that the customer service is "abysmal" and that shipping takes a long time. Because it relies so heavily on dropshipping, the return and refund process often goes wrong, and many customers are unhappy because they don't get any proactive communication.
Buying from Lumens is a "high-reward, high-risk" choice. It is great for designers and professionals who can handle complicated communication with manufacturers. People who need to make repairs quickly or who are likely to return items and have to pay high shipping costs (up to 50% of the cost) should stay away from it. Always call ahead to check stock levels before placing urgent orders."
Is Lumens legit and trustworthy?
Yes, Lumens is a legitimate, well-established retailer and an authorized distributor for hundreds of designer brands. However, customer trust is mixed due to frequent complaints about customer service, shipping, and returns.
Are the products authentic designer brands?
Yes, Lumens is an authorized US retailer for over 400 global brands. Products are authentic, but as a distributor, quality can vary by manufacturer.
How fast is shipping, and how is packaging quality?
Lumens offers free ground shipping on orders over $99 within the contiguous U.S. However, our analysis shows that many customers experience long delays. Orders sometimes take weeks or even months to arrive (if at all), far longer than the “2-3 days” shipping estimates often shown.
Packaging generally appears secure when items do ship.
What is the return policy and are there restocking fees?
Lumens allows returns on most items within 30 days (extended to 45 days for late-year orders), provided the product is in new, uninstalled condition with original packaging. (Trade members get 90 days.) There is no standard “restocking fee” except for very large orders: if your return order exceeds $5,000, Lumens may charge a fee.
How does Lumens handle warranty and damage issues?
Lumens itself does not offer its own warranty. Instead, manufacturer warranties apply. Lumens will help facilitate claims, but any defect/repair coverage is from the brand.
What is the quality of Lumens’ products and materials?
Quality is generally high for major brands, with many items praised for craftsmanship and design. However, some customers report receiving defective or lower-quality products, especially with open box or clearance items.
How responsive and helpful is Lumens’ customer service?
Lumens advertises US-based support with design specialists, but many reviewers report frustrating experiences. Some positive experiences exist, but negative reviews about communication and issue resolution are far more common. In general, assume service may be an ordeal: follow up persistently if issues arise, and confirm solutions in writing.
Who is Lumens best for, and who should consider alternatives?
Lumens is best for design-focused shoppers seeking authentic, premium lighting and décor. Budget-conscious buyers or those needing fast shipping and easy returns may prefer alternatives like Wayfair or Lamps Plus.