Resolved
Eulogio Vdn
map-marker Fort Walton Beach, Florida

Resolved: Worst Customer Service in the World

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Updated by user Feb 18, 2016

I am updating my review based on the following: I received a phone call from Jenny at Lorex regarding my experience. Unfortunately, I was not available and the call went to my voice mail. She then followed up the missed call with an email, proving that Lorex was...

Original review Feb 05, 2016
I can only surmise that this company exists because consumers, like myself, do not believe warnings from previous customers. Even after researching online, and experiencing problems placing an order, I ignored all the warning signs and pressed on because I really needed to replace a failed security system. If you read no further, please note there are currently 57 complaints about Lorex at “pissedconsumer.com”. The Canadian BBB in Ontario, Canada lists 123 complaints, and gives Lorex an “F” rating. Lorex does not meet BBB accreditation standards in the U.S., but still has 15 complaints that Lorex has not responded to.

Now, for my “Tale of Woe”. The following are unbiased facts that apply to two separate orders for Lorex products (did I mention that I was an *** for even placing one order)…….a DVR, and a complete HD system.

THE GOOD: The Lorex HD system is very clear, and will outperform any analog system….if you receive functioning equipment. The setup for both Apple and Windows-based remote viewing could not be easier. Tech Support is excellent and located in the states, with knowledgeable English-speaking technicians.

THE BAD: Online ticketing system (for problems, return authorizations, etc) is non-functioning and a waste of time…..Lorex simply does not respond. Once you reach a real person within the Lorex hierarchy, they have no authority to resolve a problem…..it must always be referred to someone else. For example, if Tech Support determines a part is bad, they cannot complete the action for a replacement or refund….it must always be referred to someone else. Likewise, Customer Support issues must always be referred to someone else in their chain, which creates endless wait times on the phone, dropped calls, etc.

THE UGLY (this should be entitled “The Really Ugly”): There are not enough negative words in the English vocabulary to describe Lorex Customer Service…..it clearly sets the standard for being the worst you will ever experience. First, contacting someone is only the beginning…..long, long waits on hold with irritating (loud) music. If you leave a call back number, you may receive a call….within hours, within days, or maybe not at all. Unless you are sitting waiting for the call, you most likely will not be near the equipment, or paperwork, that you need to reference for your call. You will be connected to a Call Center in the Philippines where you may, or may not, talk with someone who can communicate in English. They will listen, promise to follow-up your problem, or elevate it to a Manager…..and nothing ever happens. If they are pressed, you will be told they are not authorized at their level to complete your request, and it must be elevated to someone of higher authority. At first I thought it was just incompetence, but then I realized the whole system is probably cleverly designed to frustrate a customer to the point that they will just give up and go away.

The following is my experience trying to get a refund for a DVR that was DOA: Received DVR on 11/24/15….would not power on. Contacted Tech Support same day and was advised to complete online ticket to request RMA…..no response for 14 days. Called Customer Service and requested return instructions. DVR shipped via Fedex ($22)….received by Lorex on12/15/15. After waiting a month for refund to be posted, called Customer Service and was promised that someone at a higher level would contact me within five days…..didn’t happen. Another week passes, and I call Customer Service again…..promised that it would be elevated, and reopened the online ticket that someone at Lorex had closed. Another couple of days pass with no response from Lorex. Frustrated, I contact Lorex sales via their online chat and advised the representative of the problem I was having. I was told that they only handle sales, and that I should contact Customer Service. I requested contact information for my lawyer to contact their legal office….conversation immediately changed to the positive and the representative promised that someone from Lorex would contact me within the next 48 hrs…..didn’t happen. At this point, I’ve had it, and file a Merchant Dispute with my credit card. Amazingly, five days later my refund was credited to my account……two frustrating months after receiving a defective DVR that I had to pay to ship back to Lorex.

I have complete documentation to support all of my statements. You have been warned…..proceed at your own peril!
View full review
Pros:
  • Quality of working products
Cons:
  • Customer service
Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

Anonymous
map-marker Morgan Hill, California

Lorex Customer Care Review from Morgan Hill, California

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Called into the company they placed me on hold and transferred me to another person 20 minutes later who laughed at me transferred me again to it automated system that hung up on me called back because I had to deal with the fact that my system wasn't working and overheating I bought it less than six months ago I ask for manager they hang up on me all-around rude when I got a hold of another customer service rep I asked her if that was what they normally did she couldn't answer my question yes or no, she didn't know
View full review
Reason of review:
Poor customer service
1 comment
Jerald Vtc

Our apologies for the experience you had. Please email your inquiry to feedback@lorextechnology.com and we will be happy to assist you.

Anonymous
map-marker Edgewater, Maryland

CUSTOMER SERVICE IS A JOKE

I'm currently on a "20 minute" hold time that is now 40 minutes and counting. Bought the LH030 with two wireless cameras in June, yes June 2016. The DVR croaked out and they determined that the power adapter was bad. Idiots. Six weeks and a dozen calls later I get a spanking new adapter and plugged it in. WOW, I was shocked at how it still didn't work, go figure. I will be returning everything, if I can get through one day. I hope people do their research, like I should have. Not worth the time lost out of your lives with these ***
View full review
Reason of review:
Damaged or defective
Anonymous
map-marker Orlando, Florida

Lorex Lw2744 Security System Review

Do yourself a favor. This Lorex system is just awful. The monitor constantly locks up and you have to restart it. One camera quit after only a week. Now the monitor at 70 days old no longer picks up any of the other three cameras. Even if they offered to fix it I wouldn't take it. It's in the garbage. Get an Arlo.
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Reason of review:
Bad quality
Anonymous
map-marker New York, New York

Lorex Customer Care Review

I have been waiting on a call back for three days. What kind of customer service would you call this. I have waited on hold for the so called half hour wait time of which I gave up after fifty minutes.
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Reason of review:
Poor customer service
Company responded
Anonymous
map-marker Big Pine Key, Florida

Lorex warranty return policy --- BEWARE

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I purchased a new HD 16 camera capable system (NR816) in late November 2015, installed it and everything worked great especially when away being able to check on things via Internet. In late May 2016, the Internet capability of the NVR (DVR) failed and after an hour on the phone with the technician it was decided to replace the unit.

I was then told I would receive email with shipping information of the old unit and when Lorex receives the old unit, the new unit would be shipped to me. So I have to be without a camera system for weeks!!!!! I guess Lorex does not trust the customer to ship the old one back once the new one arrives, but Lorex wants the customer to trust them to ship the new one after they receive the old one. Oh, for $150 hold on my credit card they will ship the new one and when they receive the old in return they will remove the $150 hold.

This is wrong in so many ways.

Had I known that I would have spent my $1,800.00 somewhere else.

View full review
Cons:
  • Customer service practices
Reason of review:
Return, Exchange or Cancellation Policy
4 comments
Gaby G Lit

In the exact same boat as you. I wish we had done research on their customer service prior to purchasing. Spent $2500 and been without our NVR for 16 cameras for now 2.5 mo.

Jerald Vtc
Lorex Response

Our apologies for any inconvenience this may have caused. Please email your ticket number to feedback@lorextechnology.com for assistance. Thank you.

Guest
reply icon Replying to comment of Lorex Response

In response to my initial complaint review #858045 about Lorex return policy. After posting I was contacted by Lorex, they went ahead and shipped UPS a replacement DVR to my house with a UPS return label for the old unit and did not place a charge on my credit card.

Upon receipt I exchanged the two units and shipped the old unit out the following day. I thank them for their professionalism in handling the return/replacement of the DVR. The customer representative was polite and professional and did what he said he would do. I had to contact their technicians during the set up of the new unit and the technician was very helpful, polite, and definitely knew the product well and was able to help me in completing the set up of the new DVR.

Thank you!

Guest
reply icon Replying to comment of Guest-1172688

Can you please post the return address? I have been trying to return cameras for over a week and keep getting told a return label will be sent.

Have received nothing! Horrible service!

View more comments (3)
Anonymous
map-marker Selinsgrove, Pennsylvania

Poor customer relations

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I cannot connect to anyone that speaks understandable English. This company sells products that do not live up to their hype.

Example being Lw2762h camera system that requires a 5 volt battery that does not exist This product needs to be recalled as it does not do as is it advertised to do. I had pay to have this installed as I am disabled and now this system does not operate like I expected.

If this is what to expect from Lorex, I can't see any reason to purchase any more products from a company that misleads customers as bad as this company does. I am suggesting to Best Buy that they stop selling Lorex products

View full review
Loss:
$300
Cons:
  • Customer service
  • Language
Reason of review:
Poor customer service
Company responded
Rayyan Cug
map-marker Oklahoma City, Oklahoma

Lorex touch screen monitor failed about about a month ago and now the dvr is failing as well.

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I paid over $1100 for this system about 4 years ago and now it seems as though I am back at square one. I am very disappointed that my system only lasted 4 years and then nothing. The touch screen monitor one day started flickering and then all of the sudden went black. It will just sit there and blink now and will not come on. A few weeks later the DVR started beeping saying HDD failure? Before I had a chance to replace the HDD the entire DVR quit working and now I have no surveillance system what so ever. I really had high expectations for this system and am now sick knowing I can not afford to replace a system that should have lasted for many years to come. I have attached a link to the system I bought so others may not make the same mistakes as I apparently have made.

http://www.tigerdirect.com/applications/SearchTools/item-details.asp?EdpNo=713132

View full review
Loss:
$1100
Cons:
  • Bad product
Reason of review:
Bad quality

Preferred solution: Let the company propose a solution

1 comment
Jerald Vtc
Lorex Response

We're sorry to hear you are having trouble with your system after 4 years. We have sent you an email to assist.

Please reply at your convenience. Thank you.

Company responded
Caeden Qro
map-marker Hagerstown, Maryland

Lorex Lw2100 Security System Review from Hagerstown, Maryland

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Had their cameras for over three years. Was the 2100 series cams. The range wasn't that great but other then a few IR lights burning out they worked perfectly until I upgraded to a larger HD 1080p system. Never had any real issues
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Reason of review:
Good quality
1 comment
Jerald Vtc
Lorex Response

Thank you for your feedback. If there is anything we can assist you with, please email us at feedback@lorextechnology.com.

Company responded
Anonymous

SELLING USED(REFURBISH) CAMERAS AS NEW

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I purchased a pack of 4 cameras from the web site (lorex), and when the cameras arrived, i could tell they where used items, missing front cover plastics, dirt on some of them and scratches where the screws go.

So i call to get the items replace (30 min on the phone with a person that i could not understand), then after they received the cameras back i call again (45 min on the phone) they told me that they could not offer a replacement since they did not have the items in stock. I told them to issue a refund and they told me that they will refund. OK you will think that was the end but is not, I had to call again (1hr on the phone), no refund after 14 days, are u kidding me Lorex to give a person their money back 14 days, it only took you 10 minutes to charge me. well i call again and they said it could take up to the May/25 to get my money back. OMG 20 pluss to issue a refund, bad business

stay away if you like good customer service and quality.

my rating for lorex

1) customer service cero stars

2) time to correct problem cero stars

3) accurate description of items cero stars

View full review
Loss:
$215
Cons:
  • Refurbish items
  • Customer service
  • Time to get refund excessive
Reason of review:
Poor customer service
3 comments
Guest

20 days? Wish I was you.

I mailed my box back May 10th... Still say they haven't received even tho UPS confirmed delivery.

6 emails, 3 phone calls, and a bank claim. Still no response.

Had my bank file a fraudulent transaction since they will not replace or refund the product I've already sent back.

And won't tell me they have it either. IF I can even get someone to respond.

Jerald Vtc
Lorex Response

We are happy to have resolved this for you. Thank you.

Jerald Vtc
Lorex Response

We apologies for the shipping error and any difficulty you have experienced. You should not have received refurbished cameras for your order.

We have sent you an email to help resolve this situation.

Please reply to us at your convenience. Thank you.

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Company responded
Anonymous

Lorex Support is a big joke...

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I am a licensed CCTV installer in tri-state area and have used many products including Lorex ones... Out of 10+ Lorex devices I purchases so far (at Lorex website & Costco) majority of them were ok... This particular model MPX0616W started giving trouble from day one... started with striped lines on the display, then too much noise on harddisk, and finally now the DVR keeps restarting every 3-4 minutes. My client calls me every week for one or the other issue with this system. Contacted Lorex support to get the DVR replaced, and yet to have any success. Was played ping-pong between their various support departments where I had to be on hold for at least 15-20 minutes between each transfer. I still managed to stay online without disconnecting out of frustration, but at the end they told me that I need to be next to the DVR physically for them to create a replacement order. Totally rubbish. I will NEVER EVER buy from Lorex again even if they give it for free or pay me to own their product.
View full review
Loss:
$650
Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

4 comments
Guest

This is exactly what we have experienced. My staff (and outside technicians have spent hours on the phone with Lorex support trying to resolve the issues (DVR resetting every 3-4 minutes and stripes on the pictures.

Lorex has replaced the DVR once but it does the same thing.

Our cable provider assures us that we have more than adequate band width to handle the system. Currently we cannot even get the system to turn on.

Jerald Vtc
Lorex Response

We are happy to have resolved this for you and apologize for any inconvenience this may have caused.

Jerald Vtc
Lorex Response

We're very sorry for the experience you have had and we have sent you an email to help get this resolved for you.

Guest

Just noticed that there are plenty of complains against Lorex Technology on this website alone... Wondering why this product is not Banned in US. Or at least no class actions so far?

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Anonymous

Lorex - customer service and order policy

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I'm glad to have found this site in order to complain about 'Lorex by FLIR', because I'm seeing plenty of complaints about their product quality as well as their useless customer service. I ordered a 'new product' 8 channel/ camera system (L88) and paid for it via PayPal. I followed all prompts to the letter and put in the 'SUMMER10' promo code (for 10% discount). After a long time I finally completed it & saw that I hadn't received the discount. The next day I called their (sic) customer service & learned that I hadn't been credited the discount. The errrr, hard to understand service person promptly canceled the order, issued me a reference # and transferred me to sales. After a total of 30+ minutes of terrible 'hold music', a guy picked up & couldn't figure why she'd sent me there to re-order, in that they can't do PayPal orders on the phone. He said I'd have to re-order online so I did, try. Prob is, the money hasn't gone back to PayPal yet, sooooo no new order! I called back and was told very abruptly that it takes 24 hours to process my cancellation/ refund to PayPal. Hmmmmm, it took mere seconds to TAKE my $$$ but 24 hours to return it so I can re-order? Now I'm checking complaints & finding that their equipment's junk too and their call center customer service people can hardly be understood over the phone! I'll NOT be buying Lorex! Thanx for your site.
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Reason of review:
Order processing issue
Company responded
Anonymous
map-marker Brooklyn, New York

Terrible!

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I have had this DVR for less than 6 months. Around 3 weeks ago, it started making a squealing noise. I called Lorex Technical support and got a technician who I could hardly understand that speaks broken English. He actually asked me to get tools and take the unit apart which is very unusual for something that is still under warranty. We determined that the problem was the small CPU cooling fan. He then instructed me to send it back to Lorex. I sent it back, and in 2 days it was at their doorstep. I then began to wait, and wait, until around the third day after they received it back. I then called Lorex customer service and was connected to a foreign person that I was struggling to understand. From what I could grasp of the conversation, my replacement was in the works, and it would have expedited shipping. I was promised an email with a tracking number which I did not receive, so the next day, and the day after that I called again and spoke to around a total of 6 foreign people that I could not entirely understand. Then I asked for a manager or supervisor and I was transferred to someone's voicemail. I called back again and asked for a supervisor and another foreign female got on and said that what happened was that they didn't have a replacement in stock, and they just got them in, so it just shipped out! People, this is a security device, and after a week and a half I have been lied to and at this writing, it still has not been replaced. If you value your sanity and your possessions, buy from another company!
View full review
Loss:
$500
Cons:
  • Terrible customer service
Reason of review:
Poor customer service

Preferred solution: Deliver product or service ordered

1 comment
Jerald Vtc
Lorex Response

Our apologies for any difficulty you have experienced and the delay with your replacement. We have emailed you your tracking number. Thank you.

Company responded
Derral Kxa
map-marker Galion, Ohio

Lorex Security System Review from Galion, Ohio

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I wish I had visited this site prior to buying my wireless security system. Took me some time to figure out that this was what was messing my devices, especially my sonos system. Eventually turned off the lorex receiver, and everything worked well. Unfortunately I am just out of the 60 day return window, and are now stuck with a *** system. Do not buy their wireless camera systems unless you don't have any other wifi devices (hard to imagine in today's world). Plus the video system freezes up or drops the signals constantly.
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Reason of review:
Bad quality
2 comments
Jerald Vtc
Lorex Response

We are happy to have resolved this for you. Thank you.

Jerald Vtc
Lorex Response

We're sorry to hear you are having trouble with your system. Our technical support team would be happy to assist you with some recommendations and can be reached at 1-877-755-6739.

View more comments (1)
Anonymous

Lorex Failure for Customer Service

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First if you're crazy enough to buy Lorex this is what you should know: 1) Their equipment (cameras) are not interchangeable with other systems, so once purchased unless you buy a completely new system everything must be replaced 2) technical service doesn't have a clue..after 8 hours with 4 different people (one who hung up on me, one was a supervisor) they manged to loose critical footage of a crime in progess 3) The sum total of their advise was "you need to purchase new equipment (WTF the equipment is 2 years in use 4) They retry the same failed steps over and over and over...I think that's the definition of ***. So if Lorex is your choice GOOD LUCK anything else would be better, cheaper and has to have better customer service.
View full review
Pros:
  • Quality of working products
Cons:
  • Not fixed
Reason of review:
Poor customer service
1 comment
Guest

We're sorry to hear you have had a negative experience. If there is anything we can assist you with, please email us at feedback@***.com

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