Name: Lorex
Rating: 1.3

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Salem

NO Customer Service whatsoever at this company. I bought 64 cameras from them for my company and I had a defective camera. Wanted to simply replace it under warrantly. I think I got transferred to almost everyone in the company to finally be told after almost 2 weeks of follow-ups that I would need to send in the old camera first before they sent the new one. I sent in the old one and now they tell me that the camera is on back order and it will take anywhere from a month to who knows when to get my camera. Stay away from this company!!!!

9 years ago

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rosie

BEWARE OF BUYING PRODUCTS FROM THIS COMPANY. THEIR CUSTOMER SERVICE IS ONE IF NOT THE WORST IN THE WORLD. THEY DO NOT ANSWER THEIR PHONES, THEY FORWARD THEIR CALLS TO THE TECHNICAL SUPPORT DEPARTMENT DURING BUSINESS HOURS, THE AVERAGE WAIT TIME IS APPROX 1-1/2 HOURS, THEY DON'T ANSWER EMAILS WHEN YOU PUT IN A TICKET FOR AN ISSUE YOU ARE HAVING WITH THEIR PRODUCTS AN FORGET ABOUT PURCHASING AN EXTENDED WARRANTY. THEY DON'T WANT TO BE BOTHERED WITH THIS. IT IS VERY AGGREVATING. I WILL NEVER BUY ANOTHER LOREX/FLIR PRODUCT AGAIN.

9 years ago

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RICK Marble Falls, TX

bought 24 camera ip system from costco , installed all cameras for my business, within a week the NVR WENT OUT......SAID I HAVE TO SEND BACK DEFECTIVE 1ST ...DID 2 WEEKS LATER GOT IT...INSTALLED IT NEXT SAME THING....NOT WORKING...........NOW WAITING FOR 2ND REPLACEMENT..........ADVISE BUY A DIFFERENT BRAND.........IT IS FRUSTRATING WHEN I SPENT $2500

9 years ago

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Jim Seubert Mountain View, CA

Worst customer service ever. Could not solve my problem after numerous lengthy phone calls, so shipped out a replacement system. System that arrived was USED, and had the same problem as my original system. They promise to call back in a certain window, but never do. They promise to escalate to the next level of support, but don't. I'll never by Lorex again and couldn't recommend this to anyone. Going back to Costco (where I bought it) to see if they can offer any help.

9 years ago

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RICK A

THIS IS THE WORST COMPANY I HAVE EVER DEALT WITH! DO NOT BUY THIER PRODUCTS....I TRIED FOR 11 DAYS /4 EMAILS AND 6 PHONECALLS TO GET SOMEONE FROM THIER TECHNICAL SUPPORT DEPARTMENT TO CALL ME FOR A SIMPLE PASSWORD RESET....NEVER EVEN GOT A PHONE CALL!! FINALLY I RETURNED THE SYSTEM BACK TO COSTCO WHERE I BOUGHT IT. WHAT A SHAME THAT A COMPANY THIS BIG IS SO IRRESPONSIBLE

9 years ago

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D.KIDD Lynchburg, VA

Every time I tried to call customer service, I am on hold anywhere between a hour to two hours. Totally ridiculous. Either they hope you will hang up so they don't have to deal with you or they have only 1 person working in customer service. I had a part that went paid on my system and it has been over a month since it was ordered. I still have not received my replacement part yet. I will never again purchase a Lorex product. The product itself is OK as long as it is working. However, their customer service is horrible.

10 years ago

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Ben There Raleigh, NC

Product is ok, but Lorex service is so bad that I encourage you to consider another supplier. I have tried for 4 days to have Lorex replace the wrong cable that Lorex shipped with this unit order. I used their Ticket System and tried to reach Lorex by phone without success. Now I will try to send everything back. Let's see how difficult Lorex makes that...

11 years ago

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Kara W Lehighton, PA

I really like the quality of the Lorex cameras. I just wish they weren't so sensitive with the motion detection, although I'm sure it's probably difficult with any camera system. Otherwise, I am very happy with them

4 years ago

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Glenn LaRocco Saint Charles, IL

Worst Company I have ever dealt with for warranty just installed a 16 camera system three cameras are bad they are making me jump threw hoops and still no satisfaction on getting replacements called my credit card company and they will now intervene on this case, Just Ridiculous !

4 years ago

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Budget Landscape & Demolition Winnipeg, MB

Worst customer service ever. Placed an online order on their own website a week goes by and they charged my credit card yet no one at customer service or their web site can tell me if in stock, when it will be shipped. Could not speak to a manager to escalate the issue. Only given another email to make a request!

4 years ago

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Steve W. ,

I have owned this $2300 Lorex NR916 4K 8mp 16 camera system for almost 2 years and have had nothing but trouble. Lorex has replaced the NVR 3 times due to various issues leaving me with no recorder for 3 weeks each time. The night vision has always been horrible & I have spoken to Lorex at least 2 dozen times about it.

6 years ago

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Rich

The recent firmware update in November to fix the compatibility issue with the poorly released app update has bricked my system. Was supposed to get a replacement along with 50,000 others. Hasn’t turned up, No replies from Lorex. £475 wasted on a system only purchased in 2017

6 years ago

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stephane

since an auto update in august 2019 it s impossible to view remotely then useless 1 bought 2 systems both hard drive failed, one was replaced quickly and free under warranty. They are useless for product support and never provided a patch against this update wich disabled may system and many others. do yourself a favor, buy something else.

6 years ago

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Dave M. Grand Rapids, MI

Terrible customer service, Every thing is supposed to be a easy install yet my cameras won't connect, Called them three times, (currently waiting on a call back) and still no help. Save your money and go with a different system.

6 years ago

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Lori Clearwater, FL

Like all the other reviews poor customer service. You will be on hold for at least an hour. I paid $3000 for 2 systems and now come to find out since the app change I can not run them both on the same app. Not only that but the two apps that they now run on can run on the same PC. So, one system is useless. Don't waste your money!!!

6 years ago

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Robert Shoemaker Pleasant Prairie, WI

Lorex decided to delete the Lorex net HD stratus app. I now cannot view my cameras from mobile device. I've had an open ticket for this problem for several months now with ZERO support. I paid $1700 for this substandard system. Beware.

6 years ago

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Chester Chicago, IL

Horrible customer service. They just change their apps whenever. What worked before means it will not work with their new and very untested app. Then you have to call into customer service. Literally HOURS on hold with no answer. How Costco can keep this company's product in their stores is beyond me.

6 years ago

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Gmpendll Slidell, LA

Very upset that i have to purchase a entire new security system due to lorex forcing us to update the software. I travel a lot and like the security of viewing my cameras while away from home. Well that is no longer an option with their crappy system. They provide 0 support.

7 years ago

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Kim Quintard Yucaipa, CA

Lorex did an update now it won't work. After spending all day Saturday on the phone on hold and with support, they still couldn't fix it. Monday I waited for the techs to call, they never did. Today they offered to give me a discount on a new one, like I'd waste my money on another one!

7 years ago

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Sylvain Marcil

Worst purchase ever It's a SCAM. No software support after 2 years so that they can sell you another more expensive product (but with a very tiny discount) ***** GO WITH OTHER COMPANIES **** Read the Lorex review in the app store ... you'll see !

7 years ago

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Ron Louisville, KY

Since the "switch" of August 15, spent over 20 hours on the phone with customer service/tech support and still not working. They promise to call you back, they do not. All they are interested in is clearing their ticket number from your call in. My $5000 system is now worthless. Any attorney want to consider class action lawsuit???

7 years ago

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Bill Little Falls, NJ

I purchased two wifi camaras Nov of 2018. They are now obsolete (Don't work because they do not have the software for them to work)! They will not give money back, only store credit. Why would you want anything from them if they cannot support what they sell.

7 years ago

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maria mulaniff Clarence Center, NY

If I could give a big fat 0, this company would get it what a rip off. they switch apps and the camera view on my phone has not worked since. I just called and was told maybe next week they will have a fix, ya right STAY AWAY FROM THIS COMPANY

7 years ago

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Greg harris

Trying to get a credit toward a new camera as the technology is apparently changing. Non existent satisfactory customer service! Cannot get through as many people have stated! We need to complain to COSTCO who carries the product! I am sure that could get their attention!! Please do the same!!!

7 years ago

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Florence Chantepie Charleston, SC

I wish i had read the reviews before. i bough 2 lorex system, for my businesses. Both NVR went down with months. the one I have now is still under warranty. i cannot have it replaced. every time I call they tell me a new Story. i'ts been 3 weeks now. Now they are waiting on the warehouse. I bought these through COSTCO . NEVER AGAIN !

7 years ago

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James Zurawski Lake Villa, IL

Camera has to be replaced after 2 years due to a firmware update. Website to request a replacement camera is broken. Customer service barely speaks english. Took 28 min to give the my address and model number due to communicating English.

7 years ago

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Robert Smiley Edmonds, WA

Trying to set up my DVR but my screen is blank I've called them never got through oh, I've tried to message with that tack and all three times it disconnected me once at least some guy came on but as soon as I click the response it said session has ended so without customer support I cannot recommend the products.

7 years ago

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Tony Denver, CO

I brought a LOREX camera system and everything worked fine until LOREX pushed out a firmware update which brought down my whole system. I had a hard time contacting technical support and when I finally did they told me to but a new one. The system I have is less than a year old and I paid a lot of money for it,

7 years ago

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Richard Neumeyer Chandler, AZ

I own an LHB series, which is the wireless camera DVR version. First I will say the motion sensitivity absolutely has sucked, especially at night. I even have a well light area where the camera is pointed. The kicker happened this past week when Lorex sent a firmware update that doesn't work. Now it is a brick

7 years ago

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Mirel

After spending almost 700 $ on three wifi cameras from Lorex they decided out from the blue to suspend the apps that were able to access these garbages. So now we have to take these BS company down for good to avoid stealing money from people, because what they did is just that! DO NOT BUY ANY PRODUCTS FROM THESE IDIOTS!

7 years ago

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Maged Sidhom

I spent hours with customer support and i got no where - Hard to communicate, very hard to deal with and they were not able to resolve my issue. My camera at my store stopped working. Waste of time and money i will not buy Lorex for my new store and i will never recommended

7 years ago

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Adavis

Purchased batteries 4 months ago Was charging a battery and it caught on fire. Not happy with the wireless. Batteries constantly need to be charged. Something got stolen on my property and the cameras did not catch the motion of the person

7 years ago

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James Corcoran Prescott, AZ

08/18/19 The system started the automatic update and never recovered. Tried removing power now only get white LOREX by FLIR screen. I called Lorex I was told they will transfer me to the tech department I have been on hold for 55 minutes. I have been told by three different people that it will be two weeks before my system will work again.

7 years ago

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Mr M Snellville, GA

Worst customer SERVICE ever including the dreaded AT&T. How pathetic 1 hour wait and had no answers for a simple question. Somebody needs to go to jail for the crime of selling a product with no real people working there. Also would be fun to see them in a straight jacket.

7 years ago

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Tom Rio Rancho, NM

Bought a set of wireless camera system one of the camera batteries went bad after two months returned battery pack have called 5 different time to see why I have not received anything and it has been 7months keep getting different stories but no results bad company don’t trust them bunch of thieves

7 years ago

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Sean Long Beach, CA

Customer service is a joke.... take a number! Repeat your story over and over. Eventually sent refurbished unit only find it had issues. No one and I mean no one gets a decisive solution it’s company policy! Oh and who were you again? We have no ticket! Do you have a screw driver? Open it up let’s try this... OMG

7 years ago

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Brian Ormond Beach, FL

their sales staff and the tech support suck. They can't speak English very well = can't communicate effectively They made a recommendations for cameras First one was not compatible send it back only to have them recommend a second one which also was not compatible. wasted 6 hrs total on the phone with

7 years ago

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Anthony High Point, NC

( -100 Review ) The absolute WORST company, period! Cameras are ok'ish, software DOES NOT WORK at all. There is NO CUSTOMER SERVICE or TECHNICAL SUPPORT. You can open a "Case" for tech support. NOTHING HAPPENINGS... and then a couple WEEKS after you submit your "case ", you get an email saying that the "case" is CLOSED..... NO RESOLUTION.

7 years ago

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Peter

Worst customer service ever . They refuse to exchange my camera after explaining to them that it is not compatible with my System. No help, no reply . NEVER BUY FROM LOREX, save your money and the trouble ! Lorex will be receiving a letter from my lawyer in a few weeks! I tried , no cooperation so my lawyers will be involved !

7 years ago

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Michael Shingle Springs, CA

bought an 8 camera system from Lorex 10 month ago. Quality is poor and now the nvr is dropping my internet speed down to .01 when i hook it to my motem. Been on hold with customer service for 1 hour so far. Also the nvr sounds like a jet engine from day one. A thief could find it by sound alone!!! Look elsewhere for a good security system.

7 years ago

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jonny

avoid at all cost, shocking customer service and i brought a unit just over 12 months ago, they made most things obsolete for my system so it no longer works, they just said upgrade your camera system heres sales number........do not bother!!

7 years ago

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Stephen S

Absolutely the worst online experience...…...ever. Can't contact shipping dept, chat line doesn't work and one dept doesn't know what the other is doing. Never did get my order. Cancelled order and am waiting for a credit card refund. Probably wait months for that. Next email is to Better Business and Mastercard.

8 years ago

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Andrew

Never ever ever buy any products from lorex . They are cheat . Low level resolution cameras , they sell as HD cameras . No returns , no customer service . Very poor quality built , like plastic toys , Shame on these cheaters

8 years ago

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Lawrence Macon, GA

Poor review They don’t know what Customer Service means . You have to answer the phone or respond to emails to Help Customers. Don’t buy from Lorex they take your money and hen ship when it suits them then forget about ever contacting them again Sorry Sorry Sorry

8 years ago

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Sales

Ordered a replacement NVR over a month ago, paid for the unit and never received the product. They are impossible to get in touch with them via phone or Web. By far the worst Company I have ever dealt with regarding customer service!

8 years ago

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Devin

Ordered a camera system which was in stock on the website. Waited 2 weeks still nothing. Checked tracking number,still in the warehouse. Called customer service and they told me it will only be in stock in July lol. ARE YOU SERIOUS!! that's not even with shipping. Truly pathetic

8 years ago

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Fayaz Arlington, VA

Please DO NOT BUY this brand. I bought 3 boxes with cameras. I had to sent two of them for repair in first 6 months. Two of them already dead now. Since the warranty is expired, they dont fix them. The third one is working on and off. Please do not waste your money.

8 years ago

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Scott Mansfield, TX

Worst customer service around. Asked us to send back a camera under warranty then refused to issue refund or replacement. Everytime we call they transfer to a few different people until one of their reps hangs up the phone or transfers to an extension that says "extension unavailable" and then disconnects the call.

8 years ago

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Mark Moore Myakka City, FL

Worst company I have ever encountered. Lied regarding shipping dates and said they would text or email shipping info which never occurred. Bought 2 cameras but they only shipped one and it has been close to a month and it is still not resolved. DO NOT BUY A LOREX PRODUCT. The costomer service is a scam

8 years ago Edited September 14, 2021

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Carl Los Alamos, NM

Some of the worst customer service I've ever seen. Non responsive. Stayed on hold forever, when I finally got someone they could not resolve the problem, then cut me off. When I called back, I chose to leave a callback number, which is supposed to call you back and keep your place in the que. That was a week ago. I'm still waiting.

9 years ago