Lumi Therapy Omdömen 4 875

I am extremely disappointed with how this order and subsequent complaint have been handled.

My delivery, carried out by FedEx, was not delivered within multiple stated delivery windows provided throughout the day. These repeated inaccuracies meant I had to take additional time off work unnecessarily.

When the item was eventually delivered the following day, it was left on my doorstep in full view of the street, despite clear delivery instructions to leave it in a secure location. This created an avoidable security risk.

I contacted FedEx directly, who acknowledged fault on their part and have offered compensation for the service failure.

Despite this, Lumi have refused to offer any goodwill gesture and have since stopped responding to my correspondence.

I also attempted to raise this issue via Lumi’s Facebook page, however my comments were removed, which was disappointing as I was simply trying to resolve the matter.

Overall, this experience has fallen well below what I would expect in terms of both delivery handling and customer service.

First class service beginning to end.

Sauna is exceptional, no negatives, would highly recommend.

Anita and husband knew exactly what was needed to provide a stress free installation and most importantly putting my mind to rest on how to use the sauna.

The sauna looks so good and I was delighted when it was put in place. The lighting is excellent as are the speakers. Easy to operate with a very clear manual and controls. Delivery was a breeze with no complications. I was also impressed by the swift responses to my initial questions. I would recommend this sauna with our reservation.

Great product. Delivered quickly
Paid for assembly that was executed quickly and neatly
Happy to recommend

Received a Lumi Therapy Pod as a Christmas Gift December 2025. Due to the weather we held off using it till mid-late January. After 6 weeks of use a small tear appeared internally at the bottom of the pod at the end of February.

The pod is stored on a flat patio with cover and thermal lid in place. Reported it to customer service and were told this was accidental damage not manufacturing fault and not covered under warranty, on top of that we were apparently outside the 6 month waranty period even though the pod was purchased mid-November.

The quality of the product is not fit for purpose for a tear to develop under normal use in a 6 week period. After reporting being told it is not covered under warranty the best they could do was offer a 10% discount on buying another product which i have no confidence in.

I would not recommend purchasing anything from Lumi both on the basis of quality and Customer Service received.

paid £600 for a tub and within 14 months the tub was leaking and then we realised that the seam on it had come undone. They have since changed their produect as this tub clearly had a manufacturing fault. When we contacted them they advised the the warranty on the £600 tub is only for 12 months which means it is not really fit for purpose or of reasonable quality as you dont expect to pay£600 for a tub that you dont use every single day to be faulty after 14 months. It took us 3 months to realise that it was coming unstitched. so by the time we reported they didnt want to know. We said we have consumer rights in the uK and so they agreed to send us a knew one. We kept waiting and it didnt come and emailing and emailing and from August to October we waiting then they said that they were not in stock. By Christmass we still had it and kept chasing again. bearing in my mind that we have bought 3 of the standard tubs, the £600 tub and a chiller as over £500. They finally have them in stock apparently and now demanded 50% ofd the cost of the tub have made my husband wait over 6 months and agreeing top replace the faulty tub with a manufacturing fault and now they I asked them for the refund as my husband only paid it so he could get his tub. They agreed to replace then avoided any contact and asked for 50%, This is just disgusting and they they are refusing to refund the money. We will will be taking them to court if the credit card dispute doesnt give our money back bacuse we have it in writing and they agreed to replace it and they clearly had faulty tubs and they cant even do the right thing. Disappointed and will never recomend this company only advise of how bad their customer serivce and loyalty to customers is and will buy our next tub elsewhere

Lumi have been fantastic, the pods are great and really good for recovery.

The customer service is fantastic, they responded to my emails within the hour of me sending it and rectified my problem immediately without hesitation.

Incredible product just wanted to share with everybody. Had my chiller outside in the garden the whole winter and started just started up first time after 3 months.

Purchased the lumi max steam room. What an amazing product and excellent customer experience. I honestly can’t recommend this and Lumi highly enough. Thankyou in particular to Karen.

Anita and her team were helpful through the entired process. They installed a high-quality and very premium-looking infrared sauna for us - we are delighted

Top notch infrared sauna, could not be happier.
Incredible build quality
So easy to use
Installed by the Lumi guys so quickly and efficiently
(up and running within an hour of their arrival)
Fantastic customer service - they are always available to answer our questions
Clients at our fitness studios are completely addicted to the sauna.
We have Lumi coming to install a cold plunge next!
Cannot recommend highly enough, thanks guys!

LUMI make top quality products. We love our Lumi recovery ultra and use it every day.
Great company to deal with. Excellent communication and customer service.
100% recommend Lumi. You won’t regret buying one

I bought a unit from them a while ago which was replaced by warranty the replacement was also replaced by warranty and now the 3rd chiller has stopped working again which is extremly frustrating.... customer servrice doesnt exist ive been sending emails and everything but however no answer.

From the time of my purchase i have had more down time rather then running time which is completly unaccaptable.

Bought the Lumi Cube Pro chiller - the top of the range one. There were a number of issues with this unit, which has resulted in me returning it: you can only set the temperature to whole numbers of degrees centigrade, which meant that the temperature fluctuations were much wider (roughly 4 degrees) than on other units which have decimal place increments. The chiller would not pump water round when the unit was turned on, this was intermittent. The water went cloudy after about 1 week of very light use, despite all of the different types of filters/ozone etc. Lumi told me that this was due to residue from my shorts but I have since had my Ice bath set up with no chiller/pump/filter and the water stays clear for much longer, and i don't use shorts in my ice bath! I was told that the customer service was the best in the market before I bought the chiller... It has been absolutely shambolic, with no response for weeks for some of my queries and emails. They have finally admitted that there is a fault with my chiller and decided to refund me my money but they have delayed this process for over a month and now the refund payment is delayed, I am wondering if they have cash flow issues and whether I am ever going to get my money back? I would avoid Lumi for the time being!

Excellent service from initial order, to installation. The Sauna is fantastic, very high quality.

10/10
For customer experience we had a small issue with our Lumi tub and without hesitation it was delt with and a new part was sent out . It’s this kind of service that keeps customers .

We have Cube Chiller and after about 9 months I noticed it didn’t seem to cleaning the water as well as it had been. I contacted Lumi and an engineer sent on a video to make with a few things to check. I followed his instructions and was able to fix the issue in minutes! It is back working now and I couldn’t praise Lumi more for the quick response and the easy way they found to solve my issue. Larry

Pod max ultra returned on 29/12 for refund. Royal Mail needed three attempts to deliver as business was closed. First email sent on 26/12/25. No reply until 06/01/26 after several email attempts. Assured a reply the following day by Rachel. No reply, chased several times since and no response.

Tried the chat function but can’t sustain the time needed to get a response.

Business does not have a customer service telephone number.

Partner ordered at the same time and received the wrong colour product which was also defective.

Really poor customer service. Still waiting on refund…..

I received one of the Lumi 'premium' Ice Baths as a Christmas gift in 2024. The pump was broken on arrival, no problem, I found a different one. Next the stitching that the legs sit in ripped after six months on 1 and then 3 of the legs leaving it lopsided, but it was still useable so I continued. After 9 months the UFO thermo lid seems gave way, again the bath was still just about useable but was less effective at staying cold without the insulating lid. Finally, the seeming on the inflatable ring on the outside of the bath gave way, this time really making the product unusable. I contacted Lumi customer service who asked for photos which I provided and they responded by saying that because the bath had been brought before Christmas, that despite the complaint going in less than 12 months from me actually getting the product, they refused to provide a replacement. Lumi advertised ordering 'in time for Christmas' and then refused to admit responsibility for poor manufacturing.

I would not recommend their products to anyone and if you are considering purchasing, be wary that it's unlikely to last 12 months.