"Still waiting..."

I ordered my Lumi Ice Bath on 12th January 2025 and was in formed my delivery date would be 21st February 2025 - I am still waiting for this item.

It is impossible to get an answer from anyone.

I would not recommend this company to anyone who expects a good and honest service.

"I placed an order in November which…"

I placed an order in November which arrived with no bother at all. I placed another on 12th December to give as a Christmas gift to a family member, I received an email saying it would be delivered by 20th Jan. This was fine as I had left it too late for Christmas delivery, however the 20th of January came and went and I heard nothing from the company. I emailed to enquire on the 27th of January and was offered an upgrade as the previous orders had been delayed, to speed up the delivery I agreed. I waited again and heard nothing so emailed again on the 11th of February, I got no response. On the 13th of February I got an email saying parcel shipped. The tracking did not update for a full week. I asked for the order to be cancelled as I had in the two months of waiting decided to go elsewhere. The parcel arrived anyway and now it will cost me €35 to ship it back from Ireland as they only provide free returns from the uk. As a small business owner myself, the standards of this business are well below par when customer service is concerned. Too busy worrying about getting investors to give a shit about your customers. Your business is nothing without the people that pay for your products.

"Cannot recommend this company enough"

Cannot recommend this company enough. Had a slight issue that wasn't anyone's fault but was dealt with immediately and rectified within the same day. I will not hesitate to use these again for any further products. 11/10 review

"Missing Parts"

I ordered my Lumi Ice Bath over two months ago, eagerly anticipating its arrival. However, I was extremely disappointed when it finally arrived and was missing the tap and pump, which are crucial for using the bath.

While I did contact Lumi's customer service, and they assured me that they are sending out the missing parts, it shouldn't have come to this. I expected a much smoother experience from a brand like Lumi.

Until I receive the missing components, I can’t fully assess the product, but this experience has definitely impacted my perception of the brand. I hope they improve their quality control moving forward.

"My girlfriend ordered me a ice bath for…"

My girlfriend ordered me a ice bath for Christmas (in good time)... It has now finally arrived in February and is not the same one she ordered and is missing many key parts. She's had a nightmare dealing with Lumi, avoid them at all costs

"Massage guns not built to last"

At over £200, I’d expect the massage gun to be both effective and robust. When the gun works, it’s brilliant. However, the first one stopped working after 7 months. It was replaced under warranty but the replacement also broke after 6 months. Was offered £50 voucher as a “gesture of goodwill”, but I’m just not prepared to risk that amount of money again given my experience so far. They’re clearly not designed to last, which is disappointing given the high price of them. I’m going to try an alternative brand instead.

"Poor Service"

Ordered on 30/12/24 with free January delivery and after paying had an email confirming delivery was due on 9th Feb…! No further comms until I emailed Lumi to ask where my delivery was on 12th Feb 2025. I was then told it would be despatched the following day. Upon receiving the Lumi Recovery Max it was missing the accessories, including the pump which is necessary to fully inflate the upper rim and UFO pillow. I have requested a return and refund. The hole process has been a negative one to be honest. Avoid!

"Not happy with this company. "

Got my pod yesterday after 4-week wait. Although listed on the box, no tap or hose was included. Also, no washers were included for the end caps so it's leaking all over my path. The live chat says they are online but so far I've not been answered in 45 minutes. I phoned them but it's an answer machine that recommends you do the online chat. Emily did answer my email but not my follow-up in which I told her the washers and spacers were missing. I'm really not impressed and wouldn't deal with this company again.

"Quality product!"

Quality product!
Bought the LUMI recovery pod pro, which was super easy to install with all the tools and pump included in the package. Super quality and I have been using it everyday.
Reason for not giving it 5stars is that it took over 2weeks to receive from date of purchase.

@LUMI I just purchased a chiller from rival company and it was delivered in 3days.

"Still waiting…Defo not a WOW with delivery and customer care. "

**update, at least they’re consistent with their sycophantic emails. Emailed again 12/02/2025 and like magic, another one oozing with the same glib chat:
‘ Hi there,

Thank you for reaching out to the LUMI Team! We wanted to let you know we've received your email and our team is on the case.

We aim to respond within 3-5 business days, but during peak periods it could take a bit longer. We promise we'll do our best to get back to you as quickly as possible and we really appreciate your understanding and patience! 🙏

In the meantime, our FAQ page and Help Centre are at your disposal and may offer immediate answers to common queries.

To speed things up, don't forget to pop in your name, email, and order number (#12345). That way, our team can quickly find your details and any previous chats, and get back to you sooner.

Thanks once again for hanging in there, we can't wait to chat with you soon and get things sorted!

Warm regards,
The LUMI Team’

***Initial review, 12/02/2025
Let’s just say that the order in December was supposed to be delivered by 6th Feb.
This passed by. No update.
I have emailed frequently only to be fed the standard, very long automated email response, with the addition of other emails featuring, ‘investing and huge profits with Lumitherapy’.
Prior to Feb 10th, I was informed there was unprecedented interest with the reduced rate for the tub. My order would be shipped c. 6 days time. On Feb 10th, I gave them an ultimatum, get this shipped before the end of today or give me a full refund. Hey presto, just like magic DPD sent an email to say the order was being processed with them and would be with me shortly. I have since checked the tracking with DPD, and guess what, they’ve not even received the order for delivery.
What a load of bollocks this company is. A fake address in the south of England with China at the head of it. Absolutely shocking customer care.
Either get it sorted, it simply refund me.
I will keep breathing.

**update, by sheer ‘miracle’ the item arrived this afternoon. Yet to be opened…