Lumi Therapy Omdömen 

Parts missing!!!

Very disappointed, this seems to be coming up online in the Lumi and ice bath groups quite a lot.

Disappointing!

I purchased a new chiller for my ice bath at the start of June for over €1600. 3 weeks later, there is still no sign of it. Despite Lumi confirming they had shipped it via DHL, DHL have confirmed that they don't have it. I can't get any response from the Lumi Therapy despite trying multiple times to get a refund. The phone number for Lumi Therapy doesn't work. The support@lumi email address just sends the same holding email every time. Has anyone else had this problem? Is Lumi Therapy a scam company?

I’ve now had THREE (yes, three) Lumi ice baths, and every single one has suffered a serious structural failure.

The first pod (2023) fell apart completely — the seams split open, exposing the inside. Lumi replaced it, but the first “replacement” they sent was only the bottom pod and it was in terrible condition: scraped, scuffed, and clearly not new. They eventually sent a full new unit.

The second pod (replacement) then developed a leak from the water‑in valve — I sent Lumi a video at the time, and they agreed to replace it.

The third pod drained itself overnight, and on inspection the seams have come apart in three places (just like the first one), with the bottom peeling away internally.

That’s three units, with two major leaks, multiple seam failures, and one total collapse — all within what should be a reasonable lifespan for a premium product designed to hold hundreds of litres of water under pressure and be used daily.

What’s changed over time is Lumi’s attitude. Early on, they replaced the faulty units (poorly, but at least they acted). But now, despite the repeated pattern of structural failure, they refuse to inspect the product, refuse to consider that there may be an inherent fault, and instead blame “wear and tear” — even though they haven’t examined a single pod.

Their latest advice?
Use waterproof boat glue (I tried it — it doesn’t work. Another £50 wasted.)
Buy a new pod with a small discount

This is despite the fact that they openly acknowledged in writing that this pod was itself a replacement for one that “literally fell apart”.

Suggesting glue or tape for a product designed for freezing temperatures and constant pressure is completely inappropriate and unsafe.

Lumi also keep hiding behind the warranty, insisting that “the warranty continues rather than renews”, while ignoring the fact that statutory rights are separate, and that a product failing this many times clearly hasn’t lasted a reasonable amount of time.

After three failures, repeated structural breakdowns, and increasingly dismissive service, I wouldn’t recommend Lumi to anyone. It’s a poorly made product and clearly NOT built to last. AVOID.

Lumi therapy used to be a reliable business but since being taken over their customer service is abysmal. I'm waiting up to two weeks between emails while trying to get some answers on how to get my chiller fixed, which stopped chilling after only 15 months (just out of warranty, although I'm not sure we'd have had any luck getting support even if it had still been in warranty based on other customers' experiences). My advice is to stay away from this company that has been ruined through its takeover.

Purchased the Lumi pod max ultra ice bath for my partner in May. Disappointed to say the least - the bath had a small tear in the fabric which has only gotten bigger since usage, and now the damn thing is leaking. I've made repeated attempts to contact the company but am just being ignored. Poor show.

UPDATE: Lumi finally got back in touch with me after this review was posted and a replacement was sent, so all good now, but did take quite sometime. Rating updated to reflect this.

Over the past 3 years, I have spent over 2k on Lumi products and on the whole, the products have been excellent. Where Lumi absolutely lets itself down, is customer service support, or the absolute lack of. On my most recent purchase of a mini chiller 2 with pro tub, I have experienced a few issues, 2 of which I managed to fix myself. I have tried to contact Lumi 3 times via the email and got the 3-5 day response, none of which were answered. The online chat doesn’t work. Fortunately I am still able to use my equipment, albeit not to its full potential, but god help anyone that has a serious issue. I was just about to pay another 2k plus for a sauna, however until the customer service situation is resolved, I won’t be spending another penny with them, or recommending them to anyone. I’ve had bad experiences with company customer services, however never had one that simply doesn’t reply…..and has no contact number. Deeply concerning and frustrating.

Do not trust the "new" LUMI Therapy (SNO Solutions Ltd / Rotsvast Services B.V.). I purchased a Mini Chiller 2 that was completely Dead on Arrival (DOA)—it has never turned on once.After escalating the issue, their new support team emailed me back admitting full accountability. They explicitly wrote: "We completely accept accountability for this... We will follow up with you by Thursday with your collection details, return labels, and the tracking information for your replacement unit."That was over a week ago. Since making that written promise, they have completely ghosted my chase-up emails. Shockingly, while customer support ignores me, their automated systems have sent me two generic marketing emails trying to get me to spend more money.They are happy to take your cash and send out non-functional plastic, but will fake a resolution to buy time and then cut contact. Avoid this company.

Terrible quality products! There ice baths just fall apart at the seams and break in every way possible then customer service refused to refund me or send a replacement and would only offer me a discount on a purchase of a new one! Needless to say I declined after the awful experience I had with the first one. Not sure how they have 4 and a half stars with all these negative reviews. Can't trust trust pilot these days.

I purchased the Pro Duo + Mini Chiller 2 bundle from LUMI on June 3rd, which was delivered quickly by FedEx.

That's about where the good experience ended, and the ridiculous, laughable experience commenced and continues to this day.

The Pro Duo Ice Bath was missing two of the white connector parts to ensure connection to the Mini Chiller 2.
I emailed their support team on Sunday, June 7th, explaining the missing parts and requesting they be sent out asap.
I had previously purchased a LUMI ice bath, so I had some spare connection parts left over, two of which were similar and fit the new bath. One of the metal connectors supplied was screwed in hand-tight, as detailed in their instructions, but immediately, the outer ring that is supposed to be fixed to the bath started spinning and came out.

It gets better. I persisted with the chiller installation, and lo and behold, it registered an E4 error, indicating an air block that prevented water from being pulled through from the ice bath into the chiller.
I checked the connections, which were all in place and installed correctly with plumber's tape, but the problem persisted.
While this problem was ongoing, I noticed that the ice bath itself was leaking from one of the joints where the materials meet.

I emailed again on Monday, June 8th, attaching videos of the issue.

It's now Tuesday, June 16th, and I have still not received a response.

I returned everything to them, which was confirmed delivered on Friday, June 12th, but again, there has still been no response or refund confirmation.

The phone number on their Google page is a mobile number which rings out to voicemail.
The 'Live Chat' feature on their website is a redirect to the support page you are already on.

I've experienced poor customer service before, but this company have excelled in rising to the top of terrible, with their failure to respond or take accountability for the poorly produced products they are selling.

I have now raised a chargeback with my card provider.

Ordered the Pod PRO Ice Bath and bath mat. The mat arrived on the 10th by Royal mail. on the 11th we received an email saying our bath had been delivered by Fed Ex. We have not recieved anything. When i try and track the item on Fed Ex website using the shipment no it says the item was delivered on the 10th and was signed by A Taylor. We have no idea who this is! No image proof is given. I can't contact anyone, no one has responded to my emails. I have no idea what is going on.

2nd ice bath failed. 1st was replaced under warranty, 2nd one I’ve not had response. Emailed the support email 3 weeks ago, they asked for the original order number which I replied straight away with, since then no response…. I’ve emailed 5 or 6 times now asking for a response but still no reply. Shocking customer support

I have now been 2 weeks without being able to use my Lumi Chiller. It’s only 6 months old and is under warranty and I don’t know how to fix an issue with it. I’ve sent 2 emails and a contact form and have heard nothing back. There is no customer service number to ring and I’m extremely disappointed. I love my ice bath and chiller. I don’t know what to do next and I spend over £500 on this product and I can’t get the company to respond to my email to fix it.

My Lumi pod pro arrived 2 weeks ago and upon unboxing there were parts missing meaning I couldn't even use it and it couldn't hold water. I inflated it to check it over to 8psi as directed but a large bulge appeared in the inner lining. I immediately tried to call Lumi, but all their numbers are now INVALID. I sent 6 emails over the course of 2 weeks, NOT ONE HAS BEEN RESPONDED TO. I tried the online chat dozens of times, but the link to it doesn't even work anymore.

Dreadful customer service. I have a 300 pound ice bath that is faulty and that I cannot use.

Faulty Product No Customer Service.

After buying the Pod Pro 8 after being advised it was the best option for me by Amber? I found when assembling that there was a manufacturing fault on the pod and lid, it happens. I emailed on the day and left it, no response, messaged on different platforms, nothing, no phone number works and now feel completely out of pocket and let down. At first I would habe been happy with a swap, now I have no trust in the company and want a refund. Still no contact on day 10 or 11.! If this gets dealt with correctly I will change my review

Product hasn’t worked from Day 1. Can no longer get a response from Lumi to even try and fix it, or get a replacement. Epic disappointment. More so the awful customer service than the £750 paperweight I’ve ended up with, although there’s not much in it. The phone number listed for them doesn’t even work….

Ice bath arrived and is leaking. Tried live chat on the day of delivery and was ignored. I’ve emailed customer service twice over 5 days and no reply. Terrible customer service, especially considering I spent around £1000 on this bath and chiller. Would not recommend LUMI to anybody.

PLEASE DO NOT BUY FROM LUMI UNTIL YOU ARE FULLY AWARE OF THEIR CURRENT POSITION ON COMPANIES HOUSE!

Extremely disappointed to learn that what I thought was a reputable brand has been in administration since last year and has not communicated with me for what will be 14 days come tomorrow since I raised a formal complaint.

At less than a year old the Lumi pod I purchased has a clear manufacturing defect where the outer material splits at the valve seam and leaves the product not fit for purpose.

After contacting Lumi assuming they would be surprised at this and wanting to put it right for their consumers, I was the one surprised to learn that Lumi did not even wish to investigate the defect, ask me any questions or provide any further images. Simply advised me it was beyond 6 months so they had no obligation to me as a customer whatsoever but they would be happy to advise me on purchasing another pod from their website.

Not sure there are many consumers who are prepared to knowingly part with money for an item that is only expected to last for 6 months.

After reviewing my documentation from the time of purchase I found that I did in fact purchase an item with a 1 year warranty at the time and they even advertised the outer material as “rip-stop” material. Interesting that they have now changed their warranty period. Regardless the item I purchased holds a 1 year warranty.

Once I made the customer advisor aware of the evidence in relation to my purchase holding a 1 year warranty, silence. They have not responded to my last email or the formal complaint I submitted.

I simply wish the faulty goods be replaced like for like as per the warranty offered at the time of purchase. Not much to ask but this company are lying to customers that made a purchase in good faith with a 1 year warranty and advising them it’s only 6 month warranty to escape replacing an item valued at less that £100, a company in this much financial strife I would be cautious to purchase from.

I purchased a Pod PRO 8 + Mini Chiller 2 from Lumi.

Where to start with this review, well, first off, lets get the ice bath and chiller out of the way. The ice bath appears to be quite well made and once inflated, is very sturdy and retains this once it full of water. The lid fits very well and is easy to remove. The chiller works quite well, although I am not sure that it will get the water down to the supposedly 2 or 3c when the weather is warm, that said it managed to get it down to 6c during the recent warm spell. The ice bath and chiller are fairly easy to setup together, and it does cool the water quite efficiently, however, the chiller unit can be quite noisy.

On the whole I am quite happy with the combination, so why the low review score. Well, this is to do with Lumi. I had a few issues when the ice bath and chiller were delivered, there was a reducing hex nipple, 1/2" BSP to 3/4" BSP, for the cam-lock adapter missing, and there was damage to the front of the chiller. I tried to contact Lumi to get these issues sorted out, I sent several emails, tried the contact form on the website several times, and even tried the chatbot on the website, all to no avail, and as I write this they have not been in touch and its been more than a week since I tried to get help. I the end I managed to source missing part from a alternate vendor, just so I could get it working, and then to make things worse, I had also ordered additional chiller filters which arrived a week after the main delivery, which was fine but either Lumi or Fedex put the items in the Royal Mail postal system and neglected to pay for delivery, so I have pay that before Royal Mail would deliver them, all in all, the worst customer service experience I have ever had.

Looking back, I would rather pay slightly more and get this from an alternative vendor and have good customer service, would never buy from them again.

very poor customer service, chat bot says that they will answer in 10 mins but no response. No response to emails or cases been 5 days and now chatbot down just really bad customer service. Products are really good but if have an issue they have zero follow up care.

so I have just received the lumi recovery ultra but not received any caps to block off the valve to stop the water coming out
order number 288487
this is the second time I have orderedof use guys and the second time I have had a rubbish service

I have emailed and tried to contact the customer services yet no joy
checked on the website and seen that they hose and valve thing i need is out of stock so I am assuming use have sent the my ice bath knowing this