"Misleading - avoid. Don’t waste your money. "

Misleading sign up protocol and won’t refund you for additional charge even if notified within minutes. Avoid like the plague

"Lumi sauna with fault. AVOID LUMI"

Had a lumi sauna delivered in November ‘24 as a Christmas present. It arrived with a smashed glass door and they sent a new one out but I was left to dispose of the smashed door and the huge pallet packaging.
First used the sauna on Christmas Day and the Bluetooth speaker makes an annoying buzzing sound.
Contacted lumi and had to send several recordings to prove the buzz, then I was told it has been wired incorrectly-it is literally a plug in. Had to constantly chase Scott at lumi for updates and eventually he offered an engineers visit. This offer was then withdrawn and I was expected to remove the sauna lid myself, package it myself and return to lumi, leaving me without a useable sauna. The whole communication has been appalling and I would never recommend or use Lumi again.

"Disgraceful company and customer service "

Absolutely shocking delivery and customer service . Taken over 7 weeks to deliver . (Still not received) . Emailed customer services on several occasions all my prompting, they have not updated me at all without my emails asking for updates. Received an email last week to say it would be despatched the following day 5 days later still no delivery . Now requested a refund and received the reply of it’s been despatched from us so cannot be refunded , and they cannot tell me where my order is ! Disgraceful company and customer service ! DO NOT BUY !!!

"Absolutely appalling customer…"

Absolutely appalling customer experience dealing with Lumi. Ordered my Lumi Max Pod on Feb 15th but product only arrived on April 7th. 7 week lead time for a product is a joke. Absolutely no scope to return the product now as outside of the 30 day return policy. There was no communication and explanation given to explain why my order had been delayed. I had to reach out to Lumi customer team to chase delivery. No explanation or no answers given to my questions raised simply gave a half hearted sorry but here is the tracking number. No response to subsequent 2 emails sent just been ignored. Lumi as a business are far to focused on marketing and generating sales with constant emails/social media posts. Zero after care to the customer once order placed and happy to send product on extended lead time with no explanation rendering there return policy null and void. Don’t purchase from this business!! LUMI obviously don’t give genuine lead times to customers or communication any delays as it would lead to lost sales/revenue for your business via consumers not purchasing or cancelling orders.

"I had an issue with my pod leaking from…"

I had an issue with my pod leaking from the base after some really cold weather. The pod was less than year old and they replaced the pod as per their warranty agreement with no hassles at all.

"Excellent customer service"

Massive thank you to the customer support team at Lumi. One of the rings on our son’s ice bath had a hole that couldn’t be fixed. Lumi posted a new one out the same day that I sent a photo and it was delivered the next day. Excellent customer service

"Sadly have to write another review for…"

Sadly have to write another review for the substandard products LUMI are selling. I bought the reflective cover some time ago and had to have it replaced (which they did) recently as it was flaking away. Alas now have the same issue with the replacement as i did with the orginal! Lumi trying to say that its out of warranty as they use the warranty period from date of original purchase. How on earth do they get away with selling sub standard products and using warranty periods for replacements based off original purchase date.

This time i will go to trading standards as have had to have 2 replacement tubs, 1 replacement tap, 1 replacement lid and now 2 replacement covers (one of which they wont honor and offered £10 as a gesture of goodwill- not sure they understand what goodwill is and more importantly what quality is)

AVOID AVOID AVOID - LOW QUALITY

"I ordered this in February for a…"

I ordered this in February for a friend. It still hasn’t arrived.

"Ordered a ice bath and it was due to…"

Ordered a ice bath and it was due to come tomorrow but it hasn't been shipped yet. I ordered it on the 22nd March so they had plenty of time to prepare and ship

Tried calling but no answer

Not a good service so far

"Disappointed"

I placed an order with Lumi Cold Therapy over two weeks ago and unfortunately, I still haven’t received my product. Despite reaching out to customer service multiple times, the only response I’ve received is that there's a delay due to "high demand."

While I understand that popular products can sell out quickly, I find it unacceptable for a company to take full payment for an item that isn’t actually in stock. There were no clear warnings about this delay at the time of purchase, which feels misleading.

It’s frustrating to be left waiting with no solid update or estimated delivery date. I hope Lumi improves their communication and order management in the future.