"Appalling customer service"

Product was not as advertised (no taps or hose included). Within a couple of days of receipt, I began trying to return it (as is within distance selling consumer rights). Ended up with a week of back and forth with customer service to start the return process. I do understand that their end goal is to make sales, but being so challenging and tricky to begin the returns process makes for an awful experience.

They incorrectly tried to make me keep it because it was not damaged and they claimed they only accept damaged goods, even though their returns policy says otherwise. One mention of trading standards and they finally relented and allowed me to return it.

I feel that meeker customers would be bowled over by the strategy and would end up keeping something they don't want.

"DO NOT ORDER "

DO NOT ORDER
I ordered from Lumi therapy in December 2024 and still waiting for my product 2 months later.

Had to contact the company several times to chase my order up, as a service they should be doing it themselves to let customers know there is a delay.

When customer service finally got in touch they told me they would send my product the next day, express shipping as compensation, I agreed to this, but they then told me they wouldn’t have any of the products available until mid February. Even though they previously told me they could send it next day????

I was told there was a further delay and I asked for a refund which they declined.
I then had to sort the refund out as I believe I was being scammed (I was)

I then noticed Lumi had cancelled my order that I had been waiting for and I received a partial refund, this was never discussed and they chose this as the easier option.

When trying to contact customer service, they either put the phone down on you or you can’t get through.

To resolve my issue, I was just told to re order the product. Obviously they are oblivious to the cost of living crisis and would know it’s quite difficult to fork out an extra £70 on something you have already paid for due to an error on their behalf.

Since writing a bad review, Lumi have been contacting me and attempting to call my mobile to discuss this issue, they clearly can’t handle the negative reviews and when reading the rest of the reviews, I am not the only person let down and dissatisfied with this company.

They have left me in financial set back and also left somebody without a Christmas present last year, but if you can fish out £70 a time then I suppose you could use their advice and just ‘re order’ when they have caused this issue.

There are plenty other companies who provide these products, if you want to guarantee you receive the products you ordered, I suggest you steer away from this company.

"Very poor"

Very poor, ordered well before Christmas, delivery was late with no email to advise. Was offered an upgrade, when it came there was no pump, no nozzle when I ask lumi they basically said these parts don’t come separately so they can’t do anything to help. Managed to blow up myself but have to go to b and q to attempt to get something to keep the water in. Thanks guys

"Stay away from Lumi"

I ordered my Lumi Pro Pod and was given an order date of 23rd of January. I then contacted Lumi after the 23rd and was told there was an issue with consignment but that my order would be shipped & received the last week in January but clearly they knew this wouldn't be done. After two unanswered emails I contacted there chat service who told me there was an issue delivering to Ireland and they hope to resolve it this week with no definite delivery date promised. Over a month waiting now and still no idea when it was delivered. Customer service have been unhelpful and just kicked the tyre along the road. Stay away from Lumi,I wish I did now. Spent good money and still have no idea IF or WHEN I will receive the product

"Still awaiting delivery of the pod pro…"

Still awaiting delivery of the pod pro ordered Christmas week. Advised be ready for shipping mid-end of January, still nothing. Hopefully get some form of response tomorrow?? 6 weeks long time to deliver

"Great service and product "

Ordered and pod cover and when it arrived with slight damages and i emailed customer service and they sent me a new one within 2 days. Great service and very good product!

"Very Disappointed "

I received Lumi pod order #193523 in July 24. I’ve been enjoying daily use until Jan 25 when I noticed the pod was sitting unevenly due to the fabric given way where the support poles fit.

I contacted Lumi live chat and I was initially very impressed when they immediately sent a replacement (or so I thought) with order number #261426.

Unfortunately the replacement they have sent appears to be an early version pod (maybe prototype?) which doesn’t have the great design features I liked of my pod. For example the inflatable top ring is part of the structure (not zipped on) and is odd shaped and means the cover has nothing to hold on to. Additionally, my existing inflatable top which sits the cover high to stop rainwater collecting doesn’t fit/work with this model so rain water sits on the cover and gets in the pod due to weight. Finally, the screw on drainage tap thread drips/leaks unlike my original well designed pod.

This replacement pod is not what I paid for so I’m now disappointed and unhappy as the Lumi pod I originally bought had a great design, unlike what I’ve now been sent.

"Don't look any further than Lumi Therapy!"

Given the significant number of ice bath retailers currently available, it became a bit of a minefield trying to find one that looked decent and, most importantly, would last.

After some research, the Lumi brand kept appearing and coming back to me as the best value-for-money option, and it was well-reviewed.

I purchased the Lumi Recovery Pod PRO™ Ice Barrel, a bargain compared to similar models online, and it arrived quickly.

I had an issue with an area where it was leaking, so I had to contact their customer support.

They went above and beyond, replacing the product on next-day delivery and collecting the defective one simultaneously.

Once I was set up, the Pro Pod was an absolute game-changer.
I was concerned that it was an inflated ice bath, but it's so robust and structurally sound that you would be forgiven for thinking it was a solid material.
The ingenious valve system allows you to pump it up to the recommended PSI without losing any when you screw the valve cap on.

Everyone looking at buying an ice bath is obviously aware of the benefits that they bring but the Lumi brand is quite clearly the stand-out leader in the market and I wouldn't look anywhere else if you're still making your mind up.

"Go elsewhere "

6 weeks, no delivery, no update, and fobbed off by customer non-service asking me to pay £20 for quicker delivery. Buy another brand if you actually want to receive your product.

"Lumi made everything so easy from…"

Lumi made everything so easy from ordering to support to delivery spot on, recommended to anyone brave enough to take the plunge,looking forward to getting started on my cold water journey and the free cold water therapy input for beginners is invaluable.