Lorex Reviews
1.4
2.6
Overall Score
albrts22@hotmail.com
Scam stay far far away from this company . It’s a scam cameras don’t work customer service is non existent won’t refund defective merchandise you don’t want this crap please trust me spent a grand and now I’m out all of it … I’m an idiot for buying this
4 weeks ago
Tito Loves Park, IL
yup listen to the reviews! I paid over $1200 for a dvd system that from day one had issues. I cannot tell you how many times cameras would be blank when I checked them and how many times they did not record activity!! I called today as both cameras are blank again and after trouble shooting again it was found that the dvd is in fact bad. Guess what? its out of warranty and because there's "no record" of previous calls about issues they cannot do anything! I mean come on really??? in. this day and age you don't keep records of customer calls???? BS every company keeps records/logs even small businesses do. This company reminds me of those pyramid schemes which the more each rep can sell the higher they climb. I was never happy about quality, alerts, functionality, ease of use or even customer service period! stay far away from this overpriced scammer company!
2 years ago
Michelle Banks ON
This company takes the cake I’m giving it no stars as it is absolutely hands down the worst security camera I have ever bought at the moment they are dead used as fake cameras to hopefully deter thieves while I order myself some new toucan cameras. Customer service is slow and read from a book it’s always maybe you should update your cameras to the new software version…here’s an example of how AWFUL these cameras are….I had a mom bunny and her 2 babies rip thru the yard and my 3 huge dogs were going everywhere and I was out there hollering…told my daughter she’s like I’ll see for myself on the cameras…nothing not one single movement btw my cameras are on max everything movement light you name I’ve maxed them…..next failure I was sitting out side and hawk swooped in and grabbed a bird from my bird feeder…told my husband check the cameras to see…you guessed it nothing not a single movement like my yard never had anyone in it ever…..Lorex other fav line is “ is the modem within 5 feet of cameras?” Yes yes yes ……so long story short I love to write great reviews on super products but this is a save your money from someone who despises companies that spread false hopes on their junk…I bet I could order from wish and get better ones….toucan door phones are awesome and on price point and blink cameras are good but you have to pay for a subscription …
2 years ago
Jeff Lowe Harrodsburg, KY
I determined that the positive reviews for Lorex are from two groups of people, 1. those who have been fortunate to not have had a problem with their cameras yet and 2. (probably the majority), those who are "homers" for Lorex corporation. I have had repeated problems with my Lorex cameras beginning before they were two months in use. Multiple calls to tech support have yielded no solutions. I'm an army vet with damaged eardrums from the GWOT and it is difficult enough for me to hear people who speak clearly and loud enough, but with Lorex, I've always spoken with a female that is foreign and her accent is so strong I literally cannot understand her. I hate to keep asking people to repeat themselves, so I have resorted to using speaker phone and having my wife help "translate." I have on many occasions requested assistance via the settings menu on the app itself and to date, I have not received an answer back even once. I've decided to throw my Lorex cameras in the trash and I'm going to look into ring, blink, or some other company. Based on the sheer number of negative reviews on this company, I would be quite leery of trading with Lorex, I sure wish I hadn't.
2 years ago
J D Brampton, ON
I am getting rid of my LOREX equipment. After 4 years of owning it, it only came with headaches. I work in IT and I am savvy with security systems. Setting and configuring it wasn't the issue. The apps are not compatible to any updates systems, they promote the cameras and DVR are 4K, I have 480 p camera that takes better resolution pics and videos than LOREX. The app constantly crashes. Accounts can only be owned by 1 person. So my and wife cannot both have the app installed. To top it off it was EXPENSIVE...It's horrible and will never buy a LOREX as long as I live. I know IP Camera's can be hacked, but with my experience with LOREX I would rather take the vulnerability.
2 years ago
John Lorex Charlotte, NC
Terrible garbage. My lorex NVR was hacked and then my house was burglarized. With no footage to speak of. The police thought i was making it up. the video was looped over. And no it wasn't my network. It's their terrible p2p setup which is not secure. How is a, by nature a security appliance going to be this vulnerable? Customer service is a joke. They Just want you to reset everything anytime you call in about the horrible blocky noisy video quality. They blame me for their system being hacked. I scanned my ip port range while at work with the Linux dist network tool nmap... Nothing responded or was open. Don't waste your money or risk the possiblility of losing your belongings with a lorex "video security" system
if they weren't a Chinese based company based out of Canada i would have filed a lawsuit against them! But I can't because their registered as a Canadian company. I wonder why that is?
2 years ago Edited May 30, 2023
Braydon Olszowka Toronto, ON
Save your money. Lorex has the worst customer service I have experienced in 35 years in business. Products are average no real complaints there however if you have any kind of issue beyond the simplest of over the phone troubleshooting they will abandon you. I was a corporate customer with 36 cameras, 5 DVR's and a growing business. When we discovered they made a error resulting in a loss of around $1,780 they completely cut off any communication and would do anything they could to discontinue any communication I was able to establish once they knew they were responsible and they were not going to do anything about it. Throw away a relationship over such a small mistake. Find yourself a company who is responsible and has some integrity. You have been warned!
2 years ago
Brad Schafer Lithia, FL
Lorex is a horrible company and product. I bought a whole home security system. Had problems right away with the doorbell... After a year of half working, I went through the reconnection process and worked wioth customer support. These (barely speaking English) idiots asked me to run a series of tests including purchasing a Multi-meter that tested wires going to the home doorbell.. All showed a bad unit itself.... After providing all the results, they called to tell me that they couldn't assist with an out-of-warranty unit that was out by 3 weeks... I will NEVER buy another Lorex Product and will warn anyone that reads blogs or will listen to me. What a joke of a company. Case 169359
2 years ago
Celeste Norwich, CT
Lorex Tech - has mostly good products - but terrible customer service - here is my experience:
I upgraded the system I had - but found one of the pieces, the power adapter was defective.
I emailed the company and they replied promptly, that the issue was being worked and how to call them.
Then I received a second email telling me the case number and that the case was closed.
I emailed them again and asked for a resolution
The reply was that I needed to call them.
Per the email I called them between the hours of 8 to 8 EST time. At that time I was told, I need to call back and talk to tech support, who do not work until 10am. Unless I want to buy a replacement part.
I called back at 10am, and was told that they would send me an email - asking for the same information that the folks on the calls did, and that their records show.
The new email asked for my name, address, and what I bought, plus my issue, plus pictures.
I truly believe this non stop chain of things to do, is so I will not bother to pursue the replacement part.
BOTTOM LINE, IF YOU KNOW OF ANY OTHER COMPANY - TRY THEM FIRST.
I also went to Lorex FB page to complain before my second call. After the second call, I went back to update the issue, but my complaint was removed. BEWARE working with Lorex.
3 years ago
All Impact Garage Colorado Springs, CO
Super expensive system for something that needs hardwired for every function. Including Ethernet for the “Wi-Fi cameras” I will definitely be returning to Costco. This system that has tech from 15 years ago. Ethernet only no Wi-Fi available it only talks through Wi-Fi it is hard lined ONLY very misleading. video input? Hardlined all of it hdmi to monitor and all cameras included except for the single “Wi-Fi camera” power? wired. mouse? Wired. I mean for $400 it could have came with a wireless mouse at the very LEAST. quality is grainy 4K is a STRETCH average camera quality at best. Cool if you want wires running all over your house and you don’t mind buying a ton of extra cables to trip over.
3 years ago
Shaheen Rahman Reston, VA
I purchased 4 cameras with DVR from Costco for a friend. Costco was willing to take the cameras back my issue is not with Costco it is with LOREX. He didn’t open the box for about two years seven months. She was having trouble finding someone to install the system and the wiring that was provided was not efficient she needed additional wiring. After installation he discovered two out of the four cameras came out of the defective. He stuck with the product that didn’t work, she ended up buying additional cameras that cost her same as the I purchased four cameras set for. I DO NOT RECOMMEND THIS PRODUCT AT ALL, I HOPE COSTCO ALSO DISCONTINUE CARRY THIS PRODUCT..
3 years ago
Eric Holm Cincinnati, OH
BEWARE , this is a terrible company
I bought an 8 camera system and 4 of the cameras went out in less than 10 months. The entire dvr recorder went out in 3 months. I still have not recieved a replacement camera since I filed a warranty claim 6 months ago. I called lorex to see where my replacement camera was and they said they have no record of me calling in to get a replacement!!!!! They cant even look through their own records!!! They simply said I would have to pay to replace the camera that is not working. These cameras are even installed inside of a shop out of the weather and elements. This company is a crook beware and dont spend your money here.
3 years ago
Anand Shah Parsippany, NJ
Terrible experience with Lorex and an even worse product. I purchased a $2000 package of 4K cameras and the N881 series NVR. Here I am 2 years later and fed up with the company. The first camera stop working 14 months in, I ended up buying another camera. The second camera stopping working 18 months in. Each time I had to pay to purchase a camera, and pay for someone to climb a ladder and install. And now I am writing this review, 24 months later, because the entire NVR is no longer functioning. The customer service team asked me to try things like different power cables and HDMIs even though the entire box is not functioning. LOREX = PURE GARBAGE. There is no quality assurance, no proper testing or integrations done on their product. They have a savvy website and a nice looking camera that tricks people like me to fall for their product and buy. But if you want to save yourself DO NOT PURCHASE FROM LOREX!! I can offer up three companies that do a better job - Arlo, Swann, and Reolink.
3 years ago
Tony Almeida Toms River, NJ
Have been using their old Lorex LH016000 for many, many years.
All of the sudden I go to look at recording from a prior date and it was not working.
Troubleshooted a bit and saw that it stopped recognizing the hard drive.
Ordered compatible drive and installed it, but same problem.
Called Lorex and was told by customer support, that they no longer support that feature.
Which in fact means, that they went out of their way, to stop something that was working fine....so I'd be forced to buy a newer system.
I understand companies no longer updating their old products, but going out of their way to stop main feature to work, to force a new purchase is not only underhanded but beyond any kind of logic.
There's not even a way for me to install an older version, so system could have kept working as before.
I would never trust this company again and would never buy any of their products, for this reason alone.
3 years ago
Pierre Lavoie Courtenay, BC
Where do I start, I've had my system for a couple of years. I have a couple of low light areas that I used B&W setting; worked fine until the last update. Now the cameras are picking up some kind of flying particles even if there's no wind or precipitation; I was getting notifications every 30sec. Cameras with color settings are not picking up that dust which makes me suspect the latest software/firmware update. Overall I find the camera detection range to be around 10ft, not as advertised. Technical support is frustrating and product documentation is non-existent. No information is provided to help the customer figure out various settings and their interaction in various conditions.
I would not recommend this product.
3 years ago
bugsy k Columbus, OH
I see so many reviews on here with the same problem as i. someone also mentioned class action. maybe we all should get together and start one. Not even a 3 year old security camera system. paid $800 for. the recorder is done and over, they refuse to acknowledge its there fault and wont send me another. my revo lasted over 10 years. they're automatic firmware updates im sure is the problem. they deny this, i will find a techy person that knows how to look into the hardware/ software to prove this. look at there website almost every recorder has been discontinued. this is done to make you upgrade your device to there new ones. they dont care bout how much you spent on your system. do not buy lorex if ya dont want someone controlling your pocket and purposely destroying your equipment thru there automatic updates to make you upgrade.
3 years ago
dalia saha Capitol Heights, MD
I am writing a complaint about this company, Lorex, which sells security camera systems. I am including several pieces of documentation to address this issue. I purchased this unit from BJ's wholesale club in April 2020. It came with a recording hard drive(NVR) and 4 cameras.The link for the system is below. The cost for this system , including installation, was well over $1500. The system was installed for my elderly parents who live in a house in Providence, RI. I travel for work and split my time between RI and DC and am not able to be there to give hands-on assistance.
One of the cameras, as of a week ago, which covers the front door entrance to the house, stopped functioning and went completely offline. After my parents contacted Lorex Customer Service, Lorex determined that the camera was defective and needed to be replaced. Their customer service agents were not understanding of this situation and demanded that the camera's serial number be provided, in order for a replacement to be sent. I pointed out to them that since this is a security system, the cameras are mounted above ground, at least 15 feet in the area. It was not realistic or safe to have octogenarians who have limited mobility , climb a ladder to take the picture that Lorex was demanding.
Today, I spoke with Lorex again(Case ID-0130328891, Mary), who demanded my credit card in lieu of the picture but that 'my card would not be charged'. I was on the phone with them for another 3 hours, and the Lorex service would not honor their agreement. I also contacted BJs(Ref # 5104235) to inform them that they were wholesaling defective products. The entry point remains unmonitored and is not safe. I am requesting urgent help to get this defective camera replaced.
3 years ago
Joe Frahm Huntington, NY
PLEASE done waste your money. Maybe a good deal here and there but as the saying goes "You get what you pay for " I've had this system for a couple of years now and since day one I have had issues. The app sucks, the cameras just keep disconnecting. I purposely put my cameras out of reach and purposely hardwired the power so I wouldn’t have to get to cameras to recharge batteries, but ALL I DO is have to get to the cameras to resynch them OVER and OVER and OVER and they never stay connected. Maybe a day or 2 if I am lucky. My cameras are ALL within 15 ft of DVR and without many walls or obstructions, I have a great router and wifi and yet they still disconnect all the time. Every time I look at my app, frozen or disconnected cameras, loading and loading. So basically useless cause I every time I need it for something it FAILS ME. I have called tech support several time and that is pretty much useless. Last time I called I got someone in Philippines that I knew more about the system than they did. I have resynched so many times that I just give up for a few months and then try again. I have checked firmware…etc. Most recently (this weekend) I took all my cameras inside near the DVR, resynch them all to the system, make sure all the settings I want are there, cameras working, can see them on app and monitor, I then take them one at a time to install spot and I walk literally like 10ft with no obstruction and it loses connection. I did a WIFI survey with ipads, cell phones, laptops and wifi signal is super strong. Its just these cameras and system are pure junk and waste of peoples money and time. I now have a system with 3 cameras, hundreds of dollars invested, hundreds of hours of my time trying to get it to work correctly and reliably and it is NOT working AT ALL. None of the cameras will stay connected at this point. Please do your research and find a different system so you dont waste your valuable money and most of all your TIME!
4 years ago
Jack Floyd Charlotte, NC
I purchased 3 complete Home Center Packages with 2 outdoor cameras and 2 indoor cameras in each package. Both indoor cameras in all 3 packages will not stay online. Reboot them or remove from system and re-install and some times they will stay online for a few minutes at best and never more than 24 hours! I have called customer support multiple times and get the total run-around. "Need to reboot", "need to check software version", "can you move the camera", are the instructions for all problem cameras located in 3 different locations! The whole point for these type systems, is to be able to monitor a place while you are not there, right? Three completely separate systems in 3 different cities, miles apart and on 3 different wifi networks with the exact same problem on the exact type cameras! I might not be the smartest guy in this world but I got enough sense to know the indoor cameras provided with all three of these systems, is the problem. They are trash and that's exactly where they are going.
IF YOU BUY FROM THESE PEOPLE AFTER READING THIS YOU DESERVE WHAT YOU GET!!
4 years ago
Jonathan Beaudry Ottawa, ON
Extremely bad client service, you will wait hours to be answered
Their server are very slow and you will be frustrated when watching live view
Often their apps are down.... wow it's supposed to be secure, and we installed cameras for security but Lorex doesn't care of it.
I installed more than 100 of their different systems as I'm technician and I lost huge amount of money and time with them.
Their technicians are all liars and stupid... they will never really help you, they report their call and you will be never recalled etc...
Also sometime they lost your parcel and you will never be refunded.
Don't choose this stupid company!!!
4 years ago Edited September 23, 2022
TechMan Burnsville, MN
We have been a customer of Lorex systems since 2016, both business and personal. The product is moderately priced and of reasonable quality, IF you do not need support. We are a tech savvy business so we can make the systems work for our needs, BUT when we contact support it is nearly non-existent. They may answer the phone and interact with you, but terrible on standing behind any warranty, and terrible poor technical knowledge. Now we know this is not 100%, but about 90% of the time we contact support, we leave frustrated, and either figure it out ourselves, or simply buy different hardware, either from Lorex or some other brand. When we buy Lorex, we do so recognizing we do not plan on receiving any worthwhile support. All made in China, support in Phillipines...no USA support or interest. Own 4-5 systems currently paid around $2000.
5 years ago
WHO Am I West Kelowna, BC
Bought a Lorex system to replace my aging but perfect old system. Thought all was fine until I read an article to actually "comb" through all footage. WOW! System missed many events. Lorex got involved and after many, many, hours, replacement of cameras, system still misses events. Talked to their best tech (Vitaliy). Last thing he said this system does not have enough "horse power" and was only an entry system. Rep online says to keep talking to Vitaliy while he says there is nothing he can do. If you want to keep your family safe, especially in these dangerous times, buy another brand like I have to do now. I have no choice now but to sell discount Lorex system to buy a Supercircuits system. My old system was Supercircuits and never missed 1 event while not catching every snowflake
5 years ago Edited September 14, 2021
Brian Miller Westminster, CO
Lorex has to be the worst company to order anything from I ordered an nvr and two cameras from them and a week later they sent me an email telling me they wanted pictures of utility bills to prove I'm me and the bill have to show your name and address who gets paper bills anymore they told me if I want to reorder I can use pay pal because apparently pay pal can't be hacked like a credit card can in there minds the have the worst policies and the worst customer service of any company I have ever had to deal with I will never understand how a company with such horrible customer service and policies can stay in business so long
5 years ago
Shane Hughbanks ,
02-17-19
Lorex will not help me even after several attempts to resolve my issue!
When I updated my review on Google, I received an email from the Lorex Senior Retention & Feedback Manager. The manager stated to me in the email, "Right off the bat, you should understand that I am not Customer or Technical Support (I'm sure you've had your fill with those two departments) but more of a standalone department that oversees special cases. It's easier to see me more as Human Support than anything else. I’m really sorry you had to go through all this crap just for me to come across your case. I’m going to take a look to see why our tea, didn’t resolve this ordeal and, more importantly, could close the issue in a few emails".
Mr. Senior Retention & Feedback Manager, I have sent you multiple emails asking you to get back to me, and you have not! Just as the Customer and Technical Support Teams have lied to me, YOU have also lied to me by not returning my emails. Do you remember telling me in the same email, "Let’s start there- I promise the finish line is just ahead. I’m always around, Cheers,"?
I did receive two calls recently from the Lorex Technical Support Team. The person on the phone both times said the phone number so fast you could not pick up all ten digits. I even sent an email back to the Senior Retention & Feedback Manager explaining this, and you guessed it, He has not responded.
No wonder the Customer Service and Technical Support team does not provide customer service when their leadership does not provide customer services and lies to the customers.
Again, save your money and buy a different security camera system. I have six cameras that will not work since Lorex last upgraded their system, and they have failed to help me even with a five-year warranty that I purchased to protect my cameras.
Shane Hughbanks,
A very dissatisfied customer.
5 years ago Edited September 14, 2021
Robert Austin, TX
I had a Lorex Flir-FX system that worked fine until Lorex closed down that system in 2019 and replaced the camera with a Lorex LNWCX-C camera. The replacement camera model # does not exist on the Lorex web site. Not only does it not exist on their web site, it doesn't work. Never has worked. I have tried to get it working over the past several months but have not gotten anywhere, so I gave up out of frustration. I called Lorex and I have emailed them but all I've gotten is the run around. They act like it is my fault that the camera does not work. The camera will not link to my phone, period. I do not recommend anyone to buy this camera. The reason I gave it a one star review is because there is no way of giving it a lesser score.
5 years ago
Trevor Hill Statesville, NC
My experience with Lorex is not good at all. I wouldn't recommend them to anyone! I bought a 6 wireless camera system with a 1 Terabyte hard drive. First issue that I noticed right off was I noticed it doesn't come with 1 Terabyte as advertised. It had 553 Gigs. That is 47 Gigs short. That is a lot of space that could be used for recording. When I called and asked about it, I was told that none of them actually came with 1 Terabyte. I said, that's false advertising! Moving on, I bought my system in July of 2019. In September of 2019 I started having multiple issues with cameras making noise, no sound on cameras sometime, sounds like the cameras are being fried, and the dvr making a sound like a fan running and making long beeping sounds just to name a few problems. I have sent emails repeatedly and called repeatedly since September of 2019. I was told in December by a technician that her supervisor approved for me to be sent 1 camera, like that was gonna fix anything but it was a start. The camera never came so I called back. When you call you might get somebody in the Philippines, next time somebody in South America, then back to the Philippines. Do you feel my frustration?! When I didn't get the camera, I called back. They said they didn't know what was going on with it and I ask them to put a trace on the camera and they did. It had never been sent! I was livid. I called back again and spoke to someone different again, and the technician and her supervisor apologized and said they were gonna send it to me fast this time since I didn't get it. They said if the camera didn't fix all the problems, I would be getting a new DVR. Guess what, the camera never came, again. I called back again, to South America. I went through the whole freaking story again and I talked to the Supervisor and they apologized over and over and said we are gonna send a new camera and you will receive it in 5-7 business days. If the camera doesn't fix my issues then I am gonna get a new dvr, they said. I will believe it when I see it. I have been trying to get Lorex to warranty their stuff for 6 months now and I have got no where. I have jumped through every hoop and hurdle, trouble shooting multiple, multiple times. Lorex should take care of me in a very big way. Some free range extended antennas would be nice for starters. I have never seen a company more unprofessional! My Uncle is a Senior Producer with ABC News in New York and he knows about how I have been treated. He and I have talked about them doing a story on me about how Lorex has treated me. I guess we need to do that.I am disabled. We have security issues and I need a good working system and a company that is gonna stand by their word and treat their customers better. Sincerely,
Trevor
5 years ago
James Buddy Rogers Maple Ridge, BC
I ordered a system with 6 cameras, NVR and they tossed in a 200 foot cat6 cable. They sent the wrong NVR, so I called. They said it was discontinued and sent this one, which they claimed is better. But, its not. 10TB storage vs 16TB storage for one, not better. So I asked for them to send me one that was more in line with what I ordered, they said no. So they wanted me to pay for a unit and then accept a unit worth less. Either that or return it all, so I returned it all.
The cable they sent they refused to sent, too bad so sad I was told. Terrible company to deal with. I couldn't get past the horrible customer service and sales. I was a fool to hope someone I talked with would work with me on getting me what I ordered, and needed. But nope, they could care less. Sad, I was looking forward to the equipment.
5 years ago
UC Jacksonville, NC
having purchased Lorex systems before, I thought I'd try them again. So I purchased two 2K 8 camera systems complete with 2 year warranties direct from Lorex. We had a breakin and while reviewing the recording with the police, I noticed I had a camera out. I have been trying the last three weeks to get a RGA for this camera. I've dotted all my i's, crossed all my t's, answered all their questions, and jumped through all their hoops. Still waiting! I've called numerous times and the answer is the same, You will receive in email. The system is not bad as long as it works. I wouldn't bother with any extended warranty. By the time they honor it, the system will be dead or I will be.
5 years ago
steve magassy Potomac, MD
Lorex LNR 380
Quit working remotely
Let me tell lorex something. Your customer service
Is the absolute worst in the industry . I have over 35
Logged hours trying to deal with you to absolutely
Zero resolve . Go ahead and look at all the notes on my case.
Nobody calls me back, I’m on hold for hours st a time,
Tier 3 customer service is a disaster, and all I get is call
You back to continue the case. I be been promised phone
Calls back from supervisors and it doesn’t happen.
I purchase this system a few years ago and you made
It obselete to use remotely. And this is my fault? Are
These systems disposable with a shelf life of 2 years?
I’ve been promised exceptions to my warranty and have
Emailed back all your requests as well. Look at my file. You even
Promised and sent an email confirming shipping a replacement
Unit 3 weeks ago. Again another lorex disappointment
And fail. Consequently , I had a fire at work where the system
Is that would have been detected and taken care of had
I remote access via the app .
Lorex has been terrible and I want to know what your
Final solution is before I throw it away and let others know
On Reviews of how lorex products and customer service really is.
I don’t have any more time to go back and forth .
I hope this finds somebody high up.
What are you going to do about this?????
Steve
5 years ago
Alain ganamet Ann Arbor, MI
Terrible customer service, on hold for hours, they escalate my ticket and nothing happens. I sent emails, and get emails back promising a call back but nothing happens.
I bought early this year 4 WIFI cameras with 2K resolution, and all was well until Lorex discontinued the software they provided to monitor those cameras rendering my system obsolete. They promised to replace with another system but they do not have a 2K WIFI system, I asked for a refund and they are playing hard ball with me foir over 5 month. Stay away from them, their primary focus is the sale, after that you are on your own.
5 years ago
David Morris Mead, OK
I have bought 3 systems directly from Lorex. Two of the systems were 2K and the last 4K, I really like the 4K, it has much better quality video, so I guess I would really give the Lorex systems a 3 or 4 star rating, but the service is the worst, if I could rate the service I have received so far from Lorex it would maybe be a 1/8 star. I bought the extended warranty, with the comforting ideal if I had problems I could get my system fixed in a timely manner. Well my experience with the service so far, is just the opposite . I called Lorex and the only way I could ever speak with a service rep, was to hit option 1 like I was ordering a new unit and the phone would hardly ring before someone was ready to help, not the case with option 2 where the service people are supposed to answer. I have called them several times and even sent an email, besides the first email they asked me to answer a bunch of questions to better help me. They made me a promise I would have an email with a tracking number for the AC to 12 volt plugin that has gone bad on my unit, something I am sure happens often and I would think they would have lots of them in stock, but still no rhyme or reason from Lorex where, why or how much longer it will be before I get my unit back up and running. Today 11/19/19 is day number 20 since my service case was opened and I answered their email within a couple hours of getting it, so no delay on my part and I am still without my unit working at my place. I may need to put up a sign saying "Dear Mr. bad person, please don't steal anything, as my place’s cameras are down until Lorex decides to send me a replacement part that should have only taken 3 days max." Lol
6 years ago
jjfabien
Purchased 4 FLIR cameras sold by Lorex. They advertised about rapid recap, the possibility to have videos saved for 1 month (paid service) on their servers, wifi cameras which can be monitored from an app via phones. They all worked very well and after less than 1 year, Lorex decided to cancel this service. They informed their clients that they would refund or exchange the cameras for new ones. They never did and never replied to emails or phones. It was a pure scam. I spent about USD 500 on their cameras and today they are totally scrap and unusable because there are no services or app which support these cameras.
6 years ago
Lou
I bought the Lorex Flix FX camera in 2018. Initially bought one but the camera worked so well I bought another for the back of my house.
The product would've received 4 stars but these get knocked down to only one star due to poor customer service.
In August the company changed the software and promised that they would send free camera replacements that will support the new software.
This means my cameras are now redundant and I was told to wait for the new cameras to be shipped from America and it would take 4 weeks. No sign of the camera a month later and when I chased they promised new dates for the cameras to be delivered and those dates have come and gone. When I chased customer services I was told they will give me a tracking number when cameras are dispatched and no tracking number was sent.
This conversation has been repeated several times over email, web chat and the telephone since August. Always ‘the end of the week’ and never any updates.
I’m extremely disappointed as I invested in these cameras to protect my home for them then to be unusable a year later. I would prefer if I was told I will not be getting the cameras so I can cut my loses and purchase another set of cameras.
An action which I will be doing as almost 3 months without security is beyond a joke.
I sincerely hope others read this review and take into consideration the poor customer service once you have purchased your item.
I’m sure I will receive a genetic response below from the company about how they sorry they are but it shouldn’t take a poor review to force them to take action.
6 years ago
Fred Pammer Naples, FL
The cameras are fine although not as clear as advertised. Supposed to be 1080P for like 720P.
The worst part is the software. I have three different platforms that I try (emphasise try) to look at :Lorex DDMS (Windows), Lorex NetHD Stratus (Ipad and Iphone). I have not been able to look at my cameras for weeks. The technical support is just about as useless. I report the problems and they email some kind of solution that doesn't work . Then they tell me that they DDNS system is down and expect to get 1t back up in a couple of days. After FIVE Days no luck. I'm about to go purchase another system and throw this thing in the garbage where it belongs
6 years ago
Tina Nelson Marshall, MO
We brought our system in February of 2018. We had very little problems with it. And we were very happy with it. Then in July 2019 they did a firmware update which i understand they have to do updates from time to time. But when it messed up our DVR we could no longer see our camera . I called them numerous times. E-mailed them everything they wanted. Jumped through all their hoops and still at the end of September we still have no cameras. Mind you ours was still under warranty to. So i do not recommend this company. Our camera were wireless and they were nice but when you have a problem you get a run around.
6 years ago
DEL @ SCCS Sausalito, CA
Technical Support is a joke and basically non-existing... Two out of 8 cameras provided the following monitor display after 2 months "10.1.1.128 INVALID USER NAME OR PASSWORD"
Talked to 5 different technical support people whose primary interest was obtain my basic information and asking me to spell each item!!! Very time consuming... Two offered no advise as I hung up or was dropped after conversing for an hour, 3rd explained I needed to reset the cameras and to do so I needed to remove a screw in the top of the camera and press the RESET button. Both cameras were outdoor units and sealed-no screws. The 4th apologized for the incorrect reset advise and stated I needed to do a hard reset and firmware update. Did a hard reset and lost all cameras-6 eventually came up after 2 hours, other two gave same error message. 5th accessed my case # with 3rd T.S. (4th T.S. could not assign case # as system was down) and plug and unplug both cameras and then advised me to change the password to a 6 digit-numeric only password). In attempting to find where to change the password I came across REMOTE DEVICE/Reconnect IPC. When I selected one of the units -status red and put in my existing password made up of11 character with both letters, numbers and special characters it turned green. Performed the same procedure on the 2nd unit, it also turned green. Continued to monitor display and all 8 units were now displaying. Upon arrival at my office I reset my remote PC view and all 8 cameras are displaying.
Your TECHNICAL SUPPORT STAFF needs some serious training!
6 years ago
Turo Jersey City, NJ
Ive been having problems with my lorex system for about a month already and its just been a terrible experience every time i try contacting them.
Via online chat: I've been "successful" getting in contact with them 2 out of the 26 attempts. I was transferred to a different department both times and both times they had the same exact trouble shooting that their website shows. Not to mention, both times, the "connection timed out". How very convenient!
Via phone: what a joke, 1 success out of 6 attempts. The person hung up on me so i dont know if that even counts as successful.
Via email: Finally got a response!!!!(a month later 9/18/19) but it was an automated response with trouble shooting tips listed on their website! then they have the nerve to close my case number in the following email saying my case was resolved!!
Its been a pain with Lorex in general considering they have about 50 apps and you don't know which one to use. i dont know what's happening now but I'm guessing they're intentionally trying to go bankrupt or have a class action lawsuit filed against them.
Once i received those emails from Lorex I ended up just getting new cameras from Best buy. Switched to swann, such an easy setup! goodbye Lorex!!
6 years ago
Chris Coppell, TX
Echoing what everyone says here. Equipment is mediocre, at best. Every two weeks or so, I would receive a system offline message and would need to unplug/plug the receiver for it to work. Made it tough when out of town. What’s the point of cameras if they aren’t always on?
With the recent “upgrade” to their system, it has resulted in the app no longer working, which was one of the main reasons I purchased this system. It has been two weeks since we requested the replacement system (per their emails to customers affected) and all their “support” team says is “no timeline, just wait for an email”. Just wait? That’s not helpful at all. What’s the ETA? This is a result of their “upgrades” and one would think that they would be expediting things. Guess the QA part was missed when designing this new update as no one thought to check functionality before releasing these updates.
STAY AWAY
6 years ago
Julie Redmond Hesperia, CA
STAY AWAY FROM this scam of a company they should be sued they make junk and it worked at first and then they updated it now it won’t work and I have made 4 calls and they don’t fix matter of fact they say that my case number I have them is not in the system so they keep making a new case number and promising they will fix my system and never do this has been going on since aug when they updated there system .. I’m so pissed I wasted so much money on this crap company... I hope no one else gets scammed by this company they will be throwing good hard money out the door if they buy from them I don’t even want to give them a 1 star
6 years ago
PWScottIV San Luis Obispo, CA
All Lorex camera owners were recently forced to abandon the old app and move to a "new" Lorex Cloud app that is absolutely terrible for the following reasons:
1. So slow and difficult to use that it renders your Lorex camera system(s) completely useless.
2. You will rarely ever be able to even see any of the Live or Recorded video before the app times out or crashes.
3. In the rare case that you do actually see any video, it is extremely slow/laggy (even on a 200Mbps symmetric fiber-optic connection).
4. All video traffic is now being routed to Lorex's Cloud servers, which is a major privacy problem! There is absolutely nothing stopping them from selling your video to whomever is the highest bidder. They are probably already doing this.
5. The aspect ratio of all video feeds are now very stretched, which renders any of the extremely slow video totally warped and very difficult to view.
6. The max video resolution has been significantly reduced which turns your "4K" cameras into 1980's low resolution crap.
7. Tech support is useless, except for the fact that they admitted to me that they were flooded day and night with complaints and that they were capturing and likely selling their customers' video feeds. I spent MANY, MANY hours on the phone with them and they couldn't help with anything. A huge waste of my time. The only reason Lorex can afford it is that all of their support is located over seas where they can pay totally unskilled and untrained people the equivalent of pennies per hour to waste their customers' time.
8. It's highly suspicious that the reviews for the new Lorex app are almost all 1 star or 5 stars... And the 5 star reviews look like they were written by Lorex shills/employees.
Congratulations Lorex! You's managed to entirely destroy your customer base almost overnight! Before you did this I actually recommended your camera systems to MANY friends and colleagues. Now I feel terrible for having recommended a product that was twisted into something so terrible by mindless id1ots.
6 years ago
Tom Stehekin, WA
I agree with other reviewers, Lorex does not deserve even a one star review. I selected Lorex due to the association with FLIR and the assumption that their products would be more reliable than the multiple unknown security camera brands available. That was a mistake, I have a total of five Lorex wireless cameras, three of which had recently been purchased from Lorex and not installed yet. Everything was fine until Lorex made their "update" and broke Lorex Secure in order to replace with Lorex Cloud. They may as well have simply told customers "Sorry, we screwed you, don't waste your time.." The rebate/replacement process is a joke, the app does not work at all and I have five formerly useful cameras which are now useless. As other reviewers have stated, somebody needs to start a class action lawsuit against Lorex, they whole process felt like they were breaking older cameras/systems in order to try and sell us newer equipment.
6 years ago
Bruce Krahn
Wish I would have found this review site before I bought a Lorex product. Bought a 700 dollar 4 camera wireless system. DO NOT waste your money on any wireless system from Lorex. They say the batteries last a few months. They did for the first couple of months but now only last about a week. I have now been using this system for less than 6 months. On there web page is states that these are HYBRID cameras and you can hook them up direct to power and they will work 24/7. Tried that on 2 cameras but they work for about a week or so and then just stop recording. Sent an e-mail to LOREX about this problem and the tech sent back that when they are plugged in to power the camera's over heat. So why then would they advertise that they work this way??? Sent a couple more e-mails even asking if I could trade in this system for a better one. They have not responded. That was about 3 weeks ago. Bottom line is this is a terrible product and they have terrible customer service. If I could give them a zero star rating I would.
6 years ago
Nando Medina Downey, CA
I have emailed lorex about my issues with my security camera system not working because of the new upgrade firmware from lorex secure to lorex cirrus big joke looks more like a downgrade to get all of us to purchase new security camera system anyways the 2 times I emailed them they say the would email me a ticket number that’s a lie I didn’t receive anything another thing ever time I get threw to technical support they issue me a new ticket number which is fake because every time I called and gave them my ticket number they can’t locate it so far I have 8 ticket numbers! People we need to get a law firm and sue lorex !!!!! I have 3 security camera system at 3 apartments that I rent out which are useless!
6 years ago
Mirek Jankowski
Terrible support service. When 2 weeks ago Lorex decided to switch to Lorex Cloud app, my remote access stopped working (system itself is working fine). I have tried to get some help from tech support and after numerous phone calls I am still not able to do anything. Their technical support is located in the Philippines I am in Canada, time difference makes it worse. Basic support doesn't help, advanced is not reachable. They keep giving me ticket numbers which cannot be found. When I am asking to connect me with advance tech support they all "try" to help and ignore my request. Very frustrating experience and I think it's time shop for more reliable system.
6 years ago
TJ Phelps Denton, TX
Customer service & tech support are horrible. Call center based out of Columbia and their english is very hard to understand. Lorex used to be an ok product but 2 weeks ago the mobile app stopped working. Apparently even though you purchase your own DVR they still have the ability to shut you down. Which also tells you they secretly control the access you have. The so called "new" app is a joke, they advertise it as being an "upgraded version" but it's the same as the free P2P apps you can download anywhere and has a total of ZERO new features, and look/feel is ugly as can be. Everything about this company is a scam. I'm on hold right now while typing this and going on 72 minutes hold time. Don't buy Lorex.
6 years ago
John Litchfield King George, VA
Very low quality customer service
1. Low attention to detail, organization problems, and communication issues: I ordered a specific type of replacement cable from them. They sent me the wrong kind. I contacted Customer Service to get it exchanged. They promised to send the correct one within a week. After several weeks, the new cable still had not arrived. In response to this, I called to find out what the issue is and they replied that they were out of stock.
2. Very long hold times: Every time I’ve attempted to reach their Customer Service department by phone, I’ve had to wait on hold for at least an hour and a half. In one instance, I waited on hold for 2 ½ hours (literally) before a Customer Service Rep picked up the phone, and then they dropped the call after 15 seconds of speaking with me.
What a shame. I can’t use this product because they are not capable of supporting it! This company has lost my trust. I do NOT recommend the purchase of Lorex products to anybody.
6 years ago
Ed littman Haledon, NJ
Have had the wire free system for 2 years. Since then a number of battery packs have shorted out. They were replaced quickly. But this month almost all have shorted out & the unit stopped working . After opening a tech ticket I sent requested info. After a few emails Than no further response I then called in. Operator did not recognize my ticket number & gave me bs advice. I had to call a number of times , each time getting a new ticket number starting from the beginning as none of the ticket numbers were recognized . After hours on the phone they said I would be sent replacements. They said I would receive a call from them to confirm. So far no call or email..... we’ll see if they send.... until then no security system
6 years ago
CRAIG GREEN West Haven, CT
MY name is craig green I decided to write the attorney general for the state of Connecticut and also my united states senator from the state of Connecticut to consider a class action law suit against lorex from selling their cameras in this country.I own a lorex camera system and lorex recently preformed with they consider an upgrade which left my cameras in a frozen position,with no relief from customer service or technical support which as I have already read through reviews is terrible(customer support).Maybe their idea is to permanently interrupt our service so you can buy more of their cameras sense they control the feed to our system.
6 years ago
Vidap Miami, FL
I Purchase on 2017 a 1080p HD security system/16 cameras without any reason system stop working by turning off and on non stop. I called technical support which is really bad service after at least 20 calls and talking with several reps NOBODY no technical support rep couldnt answer my question WHY system stop working, first advice when i placed my complaint it was to purchase a new security system to get better quality .when i complaint that i was not calling to be advice to purchase latest product .months for them to authorized replacement of the unit.the replacement was a used unit which work few months and started doing the same issue turning off and on non stop when i call to complaint i was told that warranty already expired and they couldnt help me. I spent a,ost $2,000 on unit, cameras and installation two times.This company is causing software problems to the units so customer is adviced to purchased latest upgrade units.this company is a fraud.worse nightmare,DO NOT MAKE THE SAME MISTAKE I DID BY NOT REVIEWING FIRST.too late when i read all same bad experience.
6 years ago
AV
Have 2 Lorex systems: 16-channel 2K NVR and 2K wifi camera.
Hardware has been great, App needed improvement, customer support poor (including language barrier).
However effective 15-Aug-19 Lorex announced they are no longer supporting their Lorex Secure app, resulting in NO app can access my 2K Lorex wifi camera. This camera is now useless as it cannot be accessed. For NVR system switching to Lorex Cloud App also results no longer have Rapid Recap feature which was a key selling feature of the system.
I can only assume shutting down Lorex Secure App is a result of significant system vulnerabilities. Lorex abandoning the only app that can access wifi camera is unacceptable.
6 years ago
