Lorex
Reviews and Complaints
Resolved: Worst Customer Service in the World
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...
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!
- Quality of working products
- Customer service
Preferred solution: Let the company propose a solution
Lorex Customer Care Review from Morgan Hill, California
CUSTOMER SERVICE IS A JOKE
Lorex Lw2744 Security System Review
Lorex Customer Care Review
Lorex warranty return policy --- BEWARE
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.
- Customer service practices
Poor customer relations
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
- Customer service
- Language
Lorex touch screen monitor failed about about a month ago and now the dvr is failing as well.
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
- Bad product
Preferred solution: Let the company propose a solution
Lorex Lw2100 Security System Review from Hagerstown, Maryland
SELLING USED(REFURBISH) CAMERAS AS NEW
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
- Refurbish items
- Customer service
- Time to get refund excessive
Lorex Support is a big joke...
Preferred solution: Let the company propose a solution
Lorex - customer service and order policy
Terrible!
- Terrible customer service
Preferred solution: Deliver product or service ordered
Lorex Security System Review from Galion, Ohio
Lorex Failure for Customer Service
- Quality of working products
- Not fixed
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