LUMAS (lumas.com) has a 4.4 out of 5 rating on OK.one, based on 63 user reviews collected here. It is listed under Events & Entertainment and its reputation is good. 84% of reviews are 4 stars or higher and 11% are 1 star; The business has replied to 100% of negative reviews; 2 of them were added in the last 12 months. Last updated 2026-08-10.
Beautiful artwork, unfortunately paired with very poor framing workmanship.
We bought a beautiful painting from Lumas and paid for their framing service, assuming that a professional gallery would know how to properly secure a heavy piece of art.
One year later, we found out that the artwork had simply been glued to the frame without any additional mechanical fastening. The glue failed, the painting slipped from the frame, and fell from the wall and crashed on the floor.
The frame is still hanging. Everything underneath was destroyed.
If you love the Art buy the painting and frame it by yourself.
If you want half of your living room destroyed on a random Tuesday, pay Lumas for an expensive frame.
Reply from LUMAS2026-07-14
Dear Melania Dinescu,
Thank you for your feedback.
We are very sorry to hear about what happened. We completely understand how upsetting and frustrating this situation must have been for you.
We can see that you are already in contact with our Customer Care team. Your case is currently being carefully reviewed, and we are working to clarify the matter with you as quickly as possible.
Thank you for your patience. We remain committed to finding an appropriate solution together with you.
Kind regards,
Your LUMAS Team
H
Habeeb Ali · 4 reviews · Experienced 2026-01-09 ·
★★★★★
I am satisfied with the service Provider
Reply from LUMAS2026-01-12
Hello Habeeb Ali,
Thank you for your feedback.
We’re pleased to hear that you’re satisfied with the service and appreciate you taking the time to share your experience.
We hope you enjoy your LUMAS artwork.
Best Wishes,
Your LUMAS Team
S
Sonja F. · 1 review · Experienced 2025-02-14 ·
★★★★★
UK - RUDE and HIGHLY UNPROFESSIONAL customer service by a…
UNPROFESSIONAL, DISAPPOINTING and RUDE CUSTOMER SERVICE in the UK by a male Representative in Paris who is responsible for UK Customer Service.
I ordered a print from LUMAS UK on 5th February to be delivered to my address in the UK. It seems that this print was shipped from Whitewall Media Germany to Avenso UK (and I can only assume this was then to be forwarded to me by Avenso upon arrival in the UK) and my email was added in error to the accompanying customs documents.
Fedex started requesting various documents etc. via email from me. As the package was not addressed directly to me, I called LUMAS customer service on their UK number requesting their help in sorting this out with Fedex or with Whitewall Media (the shipper) and it was Paris taking the calls for the UK. After the call in which they confirmed they would cancel the order and reorder it for me, I subsequently received an email from the Customer Service Representative in question from Paris dismissing the issue and stating that it was basically my problem and I should sort it out with Fedex myself.
To add insult to injury, he stated that I should ONLY contact him again if I had an problem with the quality of the print itself or if I don't receive the delivery. What unprofessional service from such a high-end organisation! I appreciate it was a small order (thankfully) but I have purchased a considerable number of larger and expensive prints from LUMAS over the years, mainly in Switzerland but also in the UK (without any issue with customs) and as a loyal customer who has invested considerably in LUMAS over many years, I am truly shocked and disappointed at the way I have now been treated by this Customer Service Representative. I can only assume such treatment derives from the fact that there might be additional custom charges to pay although purchased from a UK site to a delivery address in the UK? I tried to contact Whitewall Media but the email address on the customs form was invalid.
During previous deliveries from LUMAS, I have never had to deal with any issues with Customs and imports.
I am so upset by this treatment that this has taken any joy from my purchase to the extent that I am no longer interested in receiving it or placing any more orders and thus my review on this site. There is no other way to file a complaint with LUMAS other than going down the same route with the same Representative so as a customer you are completely in their hands as to whether they can be BOTHERED to help you or not (as in my case). I also did not receive any response to a subsequent email of mine to the Representative in question so was left completely in the dark as to what happens next. I have now requested that the order be cancelled. A true "let down" for the LUMAS company brand who otherwise deliver fabulous prints just by ONE extremely unhelpful and dismissive customer facing individual.
I can only hope LUMAS UK takes steps to improve their Customer Service to ensure a better experience in the future.
Reply from LUMAS2025-02-25
Hello Sonja F.,
We are very sorry to hear that your experience with our customer service did not meet your expectations.
We understand that the situation regarding customs processing and communication with FedEx has been extremely frustrating for you. This does not reflect our commitment to excellent service, and we sincerely apologize for the inconvenience caused.
Of course, no one should feel left alone, especially when dealing with an issue caused by an incorrect address entry. We take your feedback very seriously and will internally review this matter to improve our service in such cases.
We would love to find a solution together with you. Unfortunately, we are unable to identify your case based on this review. Please reach out to us directly, preferably via our https://uk.lumas.com/contact/, so we can review your issue again and assist you in the best possible way.
We deeply regret that this incident has overshadowed your previous positive experience with LUMAS and we hope to continue welcoming you as a valued customer.
Please let us know how we can assist you further. We are happy to help at any time.
Best Wishes,
Your LUMAS Team
MAE · 3 reviews · Verified · Experienced 2024-10-26 ·
★★★★★
I still did not receive my order
Reply from LUMAS2024-10-29
Dear LUMAS customer,
Thank you for your review. We are very sorry that your order has not yet arrived, and we understand how disappointing this must be for you.
We see that our Customer Care Team is already in contact with you and is working to locate your order so that you can receive your artwork as soon as possible. We sincerely apologize for the inconvenience and thank you for your patience.
If you have any further questions, please don’t hesitate to reach out to us. We hope that you’ll soon be able to fully enjoy your artwork.
Best Wishes,
Your LUMAS Team
Product not received despite delivery confirmation from UPS
I assume the product is as I expected because, at this time, I still have not received it. I opened a complaint to your customer service but have not received any response yet. UPS did NOT deliver the product as I was abroad when they unexpectedly showed up at my home . Neither Lumas nor UPS have answered my questions about where my package is 😕
Reply from LUMAS2024-10-29
Hello Claude Hugon,
Thank you for sharing your experience with us. We’re sorry that the delivery of your artwork did not go as expected and that you initially did not receive clear information about the status of your package. We understand how frustrating this situation has been for you.
Our Customer Care Team is already in contact with you and is working directly with UPS to ensure that your artwork reaches you as soon as possible. We sincerely apologize for the inconvenience and thank you for your patience.
If you have any further questions or concerns, we’re here to help, and we hope that you’ll soon be able to fully enjoy your artwork.
Best Wishes,
Your LUMAS Team
I’ve purchased several pieces from Lumas.com and at their gallery in NYC and I love them all! They have a vast selection of art work with high quality frames, at affordable prices. You don’t have to break the bank to own beautiful art. Their sales associates and customer service are equally wonderful too! I can’t wait to own more pieces from them! I would highly recommend Lumas.
Rebecca is a very pleasant and nice person to work with. All questions asked of her were answered in a kind, caring and efficient manner. She followed up to ensure my art arrived in good condition and offered to answer any question I might have. Rebecca is a pleasure.
great service , I required to call to lumas nyc store help since they did not ship to P.R. , the delivery came without problems , great experience
M
Mr. Tom Strouvelle · 4 reviews · Verified · Experienced 2024-09-25 ·
★★★★★
This order has not been delivered by FedEx
This order has not been delivered by FedEx. Their site does not allow any inquiry as to when delivery might take place or where the lumas purchase is located.
Reply from LUMAS2024-10-10
Hello Mr. Tom Strouvelle,
Thank you for sharing your feedback, and we sincerely apologize for the inconvenience caused by the delivery delay. This is not the experience we want for our customers, and we understand how frustrating it can be not to have clear updates on your order.
Our Customer Care team will reach out to you directly to investigate the issue with FedEx, provide you with detailed information about your delivery, and ensure your purchase arrives as quickly as possible.
We appreciate your patience and understanding, and we’re committed to resolving this for you promptly.
Best Wishes,
Your LUMAS Team
