Lorex Reviews
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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
4 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.
4 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.
4 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
4 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.
4 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
4 years ago
STEVE Berkley, MA
I purchased a wireless system in July 2019 and in August one battery died , I contacted customer support and talked thru the issue with them on the phone for 1 hour I gave them all the information ex model number of the battery , after 3 weeks of emails they finally sent me a new battery only to find out this was the wrong one it is now almost November and with many emails and phone calls still no new battery THE SERVICE AT THIS COMPANY IS HORRIBLE
5 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.
5 years ago
Bill
You have to be good teck person to figure out how to install.
Deciding what cameras so what is difficult. Tilt zoom, pan are not common terms to all.
Not all cameras have all features so customizing a $500.00 system to meet your specific needs is difficult.
A particular camera may have a good distance pic but try to zoom in.
No teck support. Buy and hope for the best.
5 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.
5 years ago
Gordon Mesa, AZ
After the upgrade the cameras would not work. After 5 hours on hold on the phone and 4 technicians, finally found out that I had to put a password on every camera ( I did not on the past version). The system works good now, but the quality of the video had degraded terrible. The live view and the recorded view works great and you can speed up the recording to a fast speed.
Once (if they ever do) upgrade the video quality, I will be happy.
5 years ago
steve Spokane, WA
the camera and dvr system is pretty good. the customer support isnt that great. some times they respond in a few days to a week, this last time its be over 6 weeks. i think the techs just write out anything to get a ticket out of the system. i recently sent an email to them regarding my siren going off intermittently and my reply 6 weeks later was at times our dvr beeps....... not even close to what needed to be addressed.
5 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
5 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.
5 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!
5 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!!
5 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
5 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
5 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.
5 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.
5 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.
5 years ago
RAS New Port Richey, FL
Nice quality (4k) when they work. Customer support is absolutely horrible. Whenever you can get them to answer their help lines, they ask so many questions to be sure they know what to do. When they acknowledge you have a faulty part, they say they’ll replace it but it’ll take another 2 or 3 calls to get that to happen. I’ve waited as long as 90 minutes on someone to answer the help line. Be sure to get a ticket number if you do have to call them. Repeat the number back to them to be sure you have it
5 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!
5 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.
5 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.
5 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.
5 years ago
RZap Thomasville, GA
All was working great till the firmware update. Got the dreaded white Lorex screen. Finally spoke to tech support who advised system not compatible and would receive another system in 10 - 15 days. Have not received any emails or call as I was told I would.
5 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
5 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.
5 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.
5 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.
5 years ago
Mario El Paso, TX
I have owned a Lorex 8-Channel 10 80P HD Security System with 1TB DVR, 8-Camera for 2 1/2 months. The local monitoring of the cameras as well as the DVR are excellent, but when Lorex updated the firmware it caused the remote connections via network and internet to fail. After two days of attempts to get support, including 2 hours on telephone hold and two hours on Chat hold, more than 36 hours wait of a call-back from them, I am returning the whole system to the seller. Horrible tech support and customer service!!
5 years ago
anonymous hatesgoogle Lexington, NC
I have 3 lorex systems. One at home, one at business, and a 3rd that was on business but will soon be on my rv. I bought 3 because its hard to beat the price. The flircloud has always sucked, but i tolerated it. I hoped they would improve it at some point. Now due to the new firmware, i have no online connection whatsoever. No remote viewing at all. Considering just biting the bullet and buying a new NON-LOREX sfstem from a more reputable business. Both of my systms are running the latest firmware, customer service has ranged from downright rude to trying to help but unable. Ive spent half a day already on the phone.
The dvrs are relatively stable needing the occasional power supply or fan, the cameras are ok but often exaggerate snow or mist to look like a tundra snowstorm. The night vision fades over time. But starts out ok. All this i can tolerate, as a tradeoff of a cheaper priced system, but the inability to view remotely is unacceptable. I recommend you do what i should have done and hire a local businesses and buy a quality product the first time. Payments aounds better than this. Theres a local mathlab (think about the. Typo) down the street, and the customers of said establishment steal anything they see. Its just not worth the risk of arriving at my shop to find doors open and everything gone.
5 years ago
Sissy Florham Park, NJ
Do Not buy Lorex if you want reliable security camera bc their Customer Service is a DISGRACE!!! I called multiple times and have been on hold for 45 min to 2hrs and nobody answers!!! BUT if you call the Sales Dept to purchase new products, they answer on the first ring. Once they hear you have an issue, they hang up on you (Victor was the rep I got that rudely hanged up on me mid sentence). The site and instructions says call Customer Service for issues but they don’t even pick up the phones. Don’t email them either because you will never get a reply back. Don’t waste your money on Lorex!!!!!!!!
5 years ago
Eric Orlando, FL
Hi,
Just downloaded your new app. It has 1.7 stars on it reviews. It is worst then the current app, so why would you call it a improvement. When I bought the lorex system, the I-cloud and rapid recap was the selling point and why I bought it. Your company really needs to take your customers reviews seriously. On the surface it looks like you have a great product when you see it sitting there at Costco, but it has been one of the worst product experience I have ever had. You have had over 20 years of selling and development. Ring and Arlo are soon to pass you up. It would be wise to study their apps and service quality if you want to not just survive but to thrive as a security tech company. Your product is a one time experience purchase for most. I have bought 3 Ring cameras after my Lorex purchase. I won’t be a return customer for new products until you make some serious quality control changes.
Just a word of advice. You have a great first appeal down the isle, but I hope your vision is bigger then that. Having return customers for a lifetime is a better vision.
Good luck, I wish you well.
Eric
5 years ago
Not happy Beverly Hills, CA
Customer service is total waste of time. You submit a service ticket and get an automatic reply. Then they cut and paste their usual 5 apologic paragraphs and then they will start to play their game of "our product is amazing, you can't get it to work because you are dumb". Then they will say this case will be closed within five business days. Next day, you will receive a other email, saying your case has been out on hold. This continues forever and they will rewind back to day one and ask you all the questions again and again and until your patience runs out and give up. What a joke if a company.
5 years ago
joe smoa Gardner, MA
Paid $500 for the wifi lorex security system 1year ago this month. the app seems to work ok but two cameras are dead out of 4. The motion sensor has an approximate 10-30 second delay if it even records a person walking by the camera. I cannot tell you how many times i needed this system to work /record an incident in my front yard and it does not record the footage. My neighbor was in front of my house threatening me and my family we called the cops and nothing got recorded with 3 cameras over lapping and tons of activity. That tells you the box that holds the hard drive and motherboard are crap. The night sensor is useless, cannot see anything, blurry images from 10feet away (1080p) during the day, cameras are crap. Called customer service and was put on hold then went on line. Got some guy in India who tried to help but the system just did not work as advertised. A better example is the kids are playing in my camera view, i can see them. It records 30seconds every time there is motion(supposedly). The system works for 1 or 2 instances for 30 seconds, total of 1min then it records nothing for 1/2hr or more. Basically the cameras are just a way to scare off potential crime. A friend has the hard wired arlo with 1080p and it seems like a more robust system. If you need real security ditch the wifi option go hard wired with a wired power source to the cameras.
5 years ago
MH Big Spring, TX
Camera system is about average. Customer service is a joke. Had to contact them for assistance with a minor issue. Call was met with an extremely rude company rep. Had to answer numerous questions before beginning to discuss the issue, guess that was more important that helping a customer. Apparantly their questions were not being answered quick enough and the rep hung up the phone. Called back and was placed on hold for a long period of time and eventually hung up on again. If this is what passes as great customer service by Lorex standards, I will definitely have to find a product with a different company. VERY dissatisfied with Lorex. Wish I could give negative stars
5 years ago
Rob from Canada
Purchased one of their 4-camera systems about 6 months ago. While the cameras work fine, their tech support is HORRIBLE at best! I call their tec support, then I am on hold for at least 30 minutes (NO EXAGGERATION here!), and when a "technician" finally comes on the phone, I start to explain my issue or question and the line goes dead. No technical issue with the phone, but for some reason they possibly hang up or there is some issues at their office? No clue, but if you want a system with great tech support, DON'T BUY LOREX -- ever! A great product is GREAT not because it was sold... but because how well they perform and how well they take care of their product issues when there is a problem!
5 years ago
Eddie Tampa, FL
I bought a new system in 2013 and within 1 year, 4 out of the cameras had a malfunction. For example, I could see my car or the grass ok, but the background was purple like someone filled it in with a photo software . Not like a purple highlighter. Solid purple. They replaced the 4 cameras but within the next year this happen to the other 4. They replaced those.
Out of warranty many years later. All but 1 has this problem.
Should have been a recall.
5 years ago
Casey Emery D'Iberville, MS
I wish I could give them 0 stars. I ordered a $500 system for my dad's business on April 16th. He received an email confirming the order, but never received an email letting him know it had been shipped. A few weeks after ordering, we still hadn't received the system so I sent an email inquiring about the order and never got a response. I tried to call but waited on hold and hung up. I then sent a contact request form. A representative finally emailed back letting us know he could help with technical support when we were with the system. I responded and let him know we hadn't received the system and needed to know where it was ASAP. No response. I have emailed yet again and have not received a response and it's been almost 2 months since the order was placed. We're looking at another system now.
5 years ago
Caroline Chantal
Since May 21st, I have been given the run around and being lied to by Lorex Customer Service and Technical Service.
I purchased my system in November.. I had issues with delivery and never got help from Lorex, so finally UPS found the box early December. At that time it was too cold to install the system.
Now, I am installing the system on May 21st finally and the batteries are not working... WOW, brand new system, batteries do not work.... way to go Lorex...
I call technical service to help me... I get an email to send back the batteries serial numbers... I do that right away. While on the phone, I am told to wait and the agent will get my request approved right away. He then tells me that my request is approved and I should get the new batteries in about 1 week.
After no news, no tracking number for the replacement batteries, I call back on Monday May 27th.. The agent tells me that the replacement batteries were approved on the 21st, and sent out on the 23rd. He will send me right away the tracking number for the replacement batteries. A LOAD OF CRAP!!!!
Next day, I call back because I NEVER GOT the email with tracking number for replacement batteries, and I speak to Karen. Karen informs me that the request was only approved on May 27th and they were not sent out... they are sending me the return label 1st and then I have to send the old batteries back to get the replacement. I explained to Karen my frustration and what the rep told me the previous day... that they were supposedly sent out on the 23rd... but they did not have the information in my case number.... what a great employee Lorex has...
Why did Lorex rep tell me on May 21st, that the batteries were to be sent out and my request was approved when it was not????
Why did Lorex rep tell me on May 27th that the batteries were on their way and was sending the tracking number right now??? WHEN CLEARLY HE WAS LYING!!!!
I would like to know why all the lies and deception????
5 years ago
Khaleesi Joliet, IL
ABSOLUTELY WORST PRODUCT AND APP EVER! DO NOT BUY! We bought from Lorex over a year ago and have yet to have a seemless experience setting up, viewing or saving cameras/videos. Units at the time came with NO instructions or user manual, no online help, manuals or videos, no customer service and basically no one to help or warn you not to buy this product. It is EXTREMELY user UNFRIENDLY. It took my husband over a week just to get the system up and running only to discover it records what you dont want (slight breeze movements) and cuts off when you most need it (human activity). Not only that, but the picture isnt crisp and clear like they claim. Weve yet to be able to properly SAVE any videos for evidence. We have to take a video on our phones of video playback on the desktop. The app does not allow you to save or download any activity which makes it almost pointless.
It constantly closes and is really only good for real time viewing. The desktop might as well be nonexistant.
Frustration does not even begin to cover our experience. DISGUSTING PRODUCT AND COMPANY. We were taken as a consumer and they should be ashamed of themselves. Not an ethical company whatsoever! NEGATIVE RATING!!!!!!
5 years ago
Lee Morris Garland, TX
I just purchased this LOREX system, and 1 week later (3/18/2019) called tech support to find out how to download videos and after 3 hours on the phone with an agent that could NOT make that work, she consequently messed up my system to the point where it would not interface with the cameras. A Supervisor then put in a request to send me a replacement DVR, and now 9 days later I get an antenna instead of the DVR. Long story short, LOREX simply cannot support their products. Therefore, their product line is useless to me and I discourage anyone from buying this product.
I want a full refund of this crummy purchase.
5 years ago
CanadianCustomer
Don't buy Lorex Cameras, they don't work and last long.
We bought a Lorex Wireless Security Camera with 2 cameras which we installed at front and back of house. We bought the camera from BestBuy and had it professionally installed by Best Buy. However, After 1 year, it lost connection was lost to one camera and called and technical team at Lorex coudn't fix it, a few months later, the second camera died and Lorex team couldn't fix it. They first sent me the electrical adapter cord and that did nothing to resolve it since the camera died.
I wrote to head office and got nothing as help. I spent 2 years trying to resolve the problems. Here is the response from management. They don't stand by their product.
On Wednesday, March 20, 2019, 11:27:32 AM EDT, Lorex Technical Support wrote:
Dear Sri,
Thank you for contacting Lorex Technical Support.
We have received your message regarding your feedback, and we apologize for the issue presented. We will be more than happy to assist you.
At the moment, by checking on the information on your case again in order to gave you a proper resolution on this case we verified all the information available on our systems and according to our registers you bought your unit from Best Buy Canada on June 29 2015. (According the registration of the warranty on July 22 2015. At the time, Best Buy purchases had only 1 year warranty + the year of the registration it's a total of 2 years. From June 2015 to June 2017.
This case was opened on October 26 2018, you were already 1 year past your warranty period, for that reason we were not able to proceed with any further assistance as the one provided on this case. At the time, you were advised to contact our customer service department tier 2 in order to get further options, and still according to our information, you were not happy with the resolution on the case.
We truly apologize for all the inconvenience that you had regarding this case, remember that this case will be closed now again for quality purposes but if by any chance you require further assistance or have any further questions you can reply this email and we will do our best to gave you a resolution on any inquiry.
Thanks for your time and understanding.
Our support hours are Monday to Friday 8:00 A.M. to 10:00 P.M. EST and 9:00 A.M. to 9:00 P.M. EST on Saturdays. Support is closed on Sundays.
We look forward to speaking to you to resolve the issue. Thank you for choosing Lorex for your security needs.
Lorex Technical Support Team
5 years ago
S. Rudick Lewisville, TX
We ordered our unit in Nov. After ordering, we received an email stating our cameras weren't in stock, but we would receive them in December. In December, we were told it would be January. They came in February, but the recorder & receiver were not what we ordered. We called them and they told us the recorder & receiver we ordered were not in stock, but the ones we received would work better. The cameras were supposed to be already paired with the recorder & receiver, but they weren't. We called for support, but it turned out the receiver was defective. We received a new receiver a week later. Then we ordered two WHITE cables and received two BLACK cables. We complained and were sent two black cables again. We complained again and were told, "Sometimes the shipping department just sends whatever they have in stock." Then we received another black cable. Finally, we assembled the unit with phone aid from a Lorex technician and something is still defective - the unit continually reboots after switching input to the cameras' video channel. A Lorex technician suggested the HDMI cable defective. Months after ordering, we did not receive the unit we ordered, nor the cables we ordered, and the unit is still defective. We are returning everything!
5 years ago
FRUSTRATED Toms River, NJ
Bought a Lorex 4K HDIP 168NI top of the line Ultra in Nov. 2018, it has been a nightmare ever since. Customer service is not reliable, every person you talk to and that is if you can understand them, has a different story. NO ONE answers the same question with the same answer seems as if they just give their opinion. The tech support is not technically schooled on the product. They read from a screen and cant diagnose issues or answer questions. The system i purchased came with 8 cameras 6 of which were damaged in some way, ie: dirty or scratched lens. The process of returning or exchanging was terrible. They were more concerned on trying to diagnose the problem then exchanging the camera itself. How would they fix a dirty or scratched lens anyway, prime example of the incompetent tech/customer support. I did at one point try out the system, What a nightmare!! camera was supposed to run 4K at 30 frames per second however it DID NOT!! Continuously dropped down to 25 or lower frames per second. Tech support tried several times to correct the problem with no success, not to mention most of them had to transfer the call to another representative because of their own incompetence. After several weeks of battling with this company and there tech/customer support i chose to return the system. The purchase process was a breeze, i made an order they charged my credit card and within a few days my system arrived. NOT as easy to return!!! After emails and speaking with several different tech/cust support members i received a shipping label and sent the product on its way. Kept a close watch on the tracking number to assure the items were received. After confirmation of receipt i followed up with Lorex who then transfers you to a return dept. who sends you back to cust. service who then sends you back to tech support NONE of which will help or acknowledge the refund. After waiting 15 days from their receipt of the product patiently as the company requested STILL no acknowledgement or refund submitted on their end. I had to enter a dispute with my credit card company to get my refund. It has been 2 months since all this happen and LOREX still has not released funds to my credit card. Thankfully i have credit protection on my account. BE WISE if you cant help yourself and need to buy this system or any other LOREX products not only do ALL your research first but use a credit card with protection because if you need to return it for any reason your gonna need it..GOOD LUCK and take my advice research and buy your security system from another company!!! Save your self the headache...
5 years ago
Nancy Seattle, WA
Dear fellow Lorex abuse survivors,
We all know Lorex doesn't care about their customers. What they seem to care about is their Better Business Bureau rating. Lorex victims are getting results by filing a complaint and writing a review on the BBB site. I encourage my fellow victims to write a review here: https://www.bbb.org/ca/on/markham/profile/security-cameras/lorex-technology-inc-0107-1366311/customer-reviews
Then file a complaint on the same site.
My abuse started with a simple question about how to increase the fps. Lorex responded by email with instructions that didn't solve my problem. When I asked my question again, six days later they responded with, "We have closed your case". It went down hill from there. Turns out the Lorex website is wrong. They know their website has false information on it. It has had false information on it for at least three months. It is still falsely advertising. Lorex reps promised me many things would happen. After a dozen emails & talking to a dozen Lorex reps on the phone nothing has happened after a month. I feel your pain and frustration.
5 years ago
CarDude Monroe, GA
I will not buy from this company again. My original order for a 4 camera system was placed in September of 2018. That went into backorder so I decided to go for an 8 camera system. Still slow shipping, but I finally got it. The 8 camera system had the following problems.
1) Lost video after changing settings, just pulled out of box. This is not unusual except I was going from a Max setting to a mid level setting. First call to support, resolved.
2) Had to upgrade 2 Terabyte drive to 10 Terabyte drive. 2 terabytes hold about 4 days of data.
3) Can only backup to thumb drive. Won't backup to external disk drive. System uses FAT32 limited to 2 terabytes, but after 3 or 4 writes only sees 200mb drive. Gave up on that issue. Just installed 10 terabyte drive to be done with that problem.
4) 2K resolution cameras OK, but won't zoom enough through software to obtain resolution at a distance. Installed 1080P PTZ 25X camera. The camera works, limited color on night vision, but won't run tours, saved position programs. This has been ongoing for almost 2.5 months. The camera has already been replaced with no fix. Still waiting on firmware or controller replacement. Both units are compatible per their website. I have roughly 20 hours or more of phone support time regarding this unit. I just can't recommend this company based on personal experience.
5 years ago
Bedea Grantsville, WV
I purchased a four camera system back in September of 2018. By November 2018 my product wasn't received. December I requested a refund after they tried to ship part of the order after I requested a refund. The shipped portion was returned the same day and the second part they lost. Lorex said it would be 21 days to issue a refund once they received the product. No one ever sent notice of receipt. January 30th an email arrives that my case was closed although it entailed no resolution. I called again after countless transfers. My bank disputed the transaction. Lorex disputed my banks dispute which in turn means Lorex has my money in spite of their receipt for a deposit! Lorex sucks! Their customer service is the absolute worst. I heavily advise seeking out a system in store with live people that can help and be hands on throughout the process.
5 years ago
