Resolved
2.5
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Advertised vs Delivered
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Equipment Quality
Exchange, Refund and Cancellation Policy
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Update by user Jan 10

Received my refund after finally getting to talk in person to level 2 support person. Action taken quickly once that occurred. I was never able to connect with them previously.

Update by user Jan 10

After calls to Lorex every week for the last 8 weeks I was finally able to talk in person with their level 2 support regarding my refund. The representative was very pleasant and she reviewed my case while I was on the phone.

She agreed that my refund was overdue authorized it's release. 3 days later the credit arrived in my account.

Original review posted by user Dec 21, 2018

I was authorized to return order #L773xxx on 11/4/18 for a full refund because the camera's were defective and were not sensitive enough for full range motion detection. Lorex confirmed that they received the return on 11/9.

It is now 12/21/18 and I have yet to receive my refund. Over the last 4 weeks I have spent hours, in 2+ hour segments, on the phone working with Sales, Customer Service and the Returns Department. I have been given the pass off of "in process", "escalated to level two" or "department is out until Friday".

I have been calling twice per week for 4 weeks to obtain a resolution. I am on the phone now for 2 hours 30 minutes and am still no closer to a refund.

I would welcome someone to call me that had the authority to release my refund.

Reason of review: Return, Exchange or Cancellation Policy.

Monetary Loss: $610.

Preferred solution: Full refund.

I liked: Concept of the product.

I didn't like: Support, Will not send refund.

  • Wireless Cameras
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