“Great watches… would be better if they offered more field style and a full line line of padded leather bands.
The band provided is a cheep nylon band that is unbelievably cheep. I’ve tried to contact Luminox but only get an automated response.”
“Your customer service is horrible. I called and left messages. Several times I wrote you emails and also responded to your portal and no one ever returned my call or message me. This is the first time that I bought your watch and will be the last time. One would think that you would want to respond and take care of your customers. I guess you don’t value repeat business! I bought a diver watch from you all and the very next morning it was on sale for 30% less than I paid the week before Christmas. I have called to speak to somebody about this and no one ever returned my call or message me.”
“The watch band will not stay hooked & fell off his arm twice in 30 minutes after he opened it. It’s a beautiful looking watch but is getting returned because it won’t stay on his wrist.”
“I’ve been a life long customer until recently. I bought 2 watches on the Black Friday Sale and when the watches arrived I realized they were too small for myself and twin brother. They were going to be Christmas presents. I emailed customer service and was treated very poorly. They wouldn’t honor the same price point for 2 larger watches that cost the same. That’s unacceptable when you’re spending that kind of money. I sent the watches back and now I’m waiting for a credit which is taken over a week. By the time I get my credit Christmas will already be here and gone. I asked customer service to give me a call and they told me that the phones were down and unable to call me back, which was a complete lie. I have represented your company for many years because I am an avid collector of watches. I have bought many expensive watches from other companies, and their customer service has been impeccable. Your company on the other hand, has left me very upset. The quality of your customer service is no where close to the quality of your watches. I’m lost for words. If this were my company, I’d make some drastic changes immediately. It’s like buying a Ferrari and getting Dollar General customer service. Insane!”
Good Morning Anthony,
We apologize for the experience you have had thus far and completely understand your concerns and sense of urgency regarding this order. We have emailed you directly to provide further assistance. We look forward to hearing from you.
Luminox customer service
“I will never order from you again. You have no customer service. There is no way to speak to a person. I sent the product back from whence it came. I don't know if I will be reimbursed. The watch strap was the wrong size. I just needed to know a return policy. But again, there is no way to ask someone. Never again.”
“Bought a watch. Lume was COMPLETELY dead. Reached out to customer service. Was bold faced lied to three times about how Luminox would fix the issue. Now I have a watch without lume from a company who sucks their own ass about having such amazing lume. It also arrived with a dead battery. Worn Luminox since my military days but never again.”
“I contacted customer service 2 times via phone left a detailed message and never received a call back. I also sent 2 emails and also never received a response. Finally I contacted the Corp office in the UK with my complaint and concerns. The only response I got to my 3 email was they will arrange for a refund. That is ok with me but I would have thought someone wants to know or understandI want to return the watch. Perhaps it’s defective? So in the end I will never do business with Luminox again and it’s a shame as I liked the watch but not the customer service.”
“I purchased this watch strap but never received it. Only an empty ship envelope/package. Been impossible to reach anyone at your company to resolve this. 😖”
Good Afternoon Timothy,
Our records indicate that we reached out to you on Thursday October 26th via email outlining next steps for your situation. If you have any questions, feel free to send us an email at info@lumondi.com.
We appreciate your feedback and we thank you for choosing Luminox!
-Luminox USA
“horrible customer service. Tried to get recommendations on replacement straps for a Sentry 0200. Ordered 3 straps, the 2nd and 3rd to replace each order. None of the straps fit. The 0200 Sentry has a cutout design on the end of the strap that fits between the lugs. The measurement at the lug connection point is narrower than the actual width of the band. 20mm is the width at the lug, It seems that you have nothing that fits correctly on your website. Very sad that such a supposedly elite watch company cannot even provide a replacement strap for an older watch .”
“WORST CUSTOMER SERVICE EVER! I received a Luminox watch for Christmas. It lost one to two minutes every day. One day after a couple of weeks, it lost about 25 minutes. I sent it to the warranty repair service. About a month later, I got it back and over the next couple of weeks, it did the same thing, losing a minute or two per day and suddenly, one day, it lost 15 minutes. I sent it back to the Warranty service center with a note explaining the problem and asked for a replacement. A month later, I received the same watch back and it was losing a couple of minutes every day so I called Luminox customer service TWICE over the next week, getting a voice message saying that somebody would contact me within 48 hours. NOBODY CALLED so I filled out the form on their website and nobody called or emailed me. I then sent several messages through Facebook Messenger, receiving a response that somebody would get back to me. They never did.
From my experience, their watches don't work and they don't care about the customers.”
“Horrible customer service. Can't get a hold of them through phone, email, or web and they never even replied back to my emails. Took 3 weeks to send out my order with no updates. Shipping time is horrible.”
“Complete scam.
Do not buy anything from them.
Sent enjoy box without a watch and have asked me 3 times already to send them pictures with proof of empty container and have fine so 3 times and still 0 response from them.
Rip off”
“Yes, I received my watch promptly, opened it up set the time and put it on, it lost 2-3 minutes per hour, so I bought an expensive watch winder, that didn't work, so I began trying to contact Luminox. I called the service center finally, and the nice lady told me to just send it back and they would replace it.
Well I figured out how to do that, It has been a couple of weeks, I know they have received my watch, but I haven't heard a thing from anyone. At this point, I would never buy a watch from Luminox.”
“terrible customer service I sent 3 emails with no response watch band was completely different in color from what was advertised. feel like I should be reimbursed or sent a different color. I sent 3 photos along with emails showing the color difference advertised. no response NYC Firefighter wearing Luminox watches for 30 years. never expected this from the company”
“I ordered 2 watch bands and found out one didn't fit. I have reached out to Luminox 3 different times and have been unable to get any response. So, it seems I am stuck with a watch band that will not fit my Luminox watch and won't order another one from them. I am going to look at Ebay as it seems they have some that will work. One of the watch bands was exactly what I was looking for. The mistake on the second was not their fault, but when they won't even get back to you for a return/exchange what is a customer to think?”
“Issue on their website caused the purchase to go through with wrong shipping information and without clicking the submit button.
Reached out _many_ times over support tickets, email right away.
Heard back once that they'd try to cancel the shipment and get back to me same day.
Never heard back from them over multiple emails and form submissions.
Package never made it (wrong address because of site problem), but they charged my credit card.
Had to go through credit card to challenge the purchase.
I can't imagine what it would be like to try and get any support from them.”
“Follow through was non-existent.
From the completion of the order to notice it had been delivered, nothing.
No email confirmation.
No shipping notification.
No UPS tracking device.
I thought you had dropped the order.
Then I found you were virtually impossible to contact.
Your products are good.
Your on line order process stinks”
Hi!
Apologies for the issues. We discovered that we have an issue due to a third party malfunction.
We have addressed that issue to avoid that issue from occurring again to you or to any other customer.
