Lorex Reviews
1.4
2.6
Overall Score
Sri Rajah
Bought a lorex wireless security camera from BestBuy and paid BestBuy to professionally install it. The camera set was $1000 and installation was $400. It was working fine for 1 with some on and off and connection issues. After 1 year, one camera died, called lorex and got no help as the want me to pay more to get a new camera. Now the second camera is dead. Therefore no more warranty and no more help and within 2 years I have lost $1400. The customer service at lorex doesn’t care, the company doesn’t care and no help. I could buy door bell cameras for $120 from ring doorbell and put it at front door and back door and be much better off. Therefore, DON’T BUY SECURITY CAMERAS FROM LOREX COMPANY.
6 years ago
Jordan Jones Fort Worth, TX
DO NOT PURCHASE CAMERAS FROM THEM! I purchased a security system from them, received a purchase confirmation, and then didn't hear another word! I have emailed. I have called. They tell me "Oh, the person who can help with this in in Canada, and he is unavailable. Call back tomorrow." Everyone I speak with tells me to call back another time! No one can tell me what is going on, and why I haven't received my product. I just got off of the phone with them AGAIN and they told me the exact same thing. Buyer beware. The reviews on their website are also false. They screen them before they post, that's why the reviews look so good is because they only allow the positive ones and very few negative ones.
6 years ago
Michael West Orange, NJ
In April of 2018 I purchased an IP based Security System by Lorex. It came with4 cameras and I purchased a fifth one separately. After having it professionally installed in June and configuring it to record only on motion I started having issues with the system not recording motion events. I have had multiple cases opened with Technical support, I am now told they have no idea what is wrong and I am supposed to return it from where I purchased it.
Their Technical Support is horrible. I waited up to an Hour sometimes before getting to an actual person. In the beginning all they did was reset the unit, then after multiple repeated calls, and pushing for a supervisor the support was raised to their level 3 (whatever that means). The base unit was replaced once already and the issue still happens.
I would highly discourage anyone from purchasing a system from lorex
6 years ago
Teri Salomon Huntersville, NC
This company is the WORST! Mobil app constantly goes offline. Passwords DO NOT WORK and reset directions do NOT link to an active web page. if you have hours to wait and listen to distorted sounds purporting to be music, they MIGHT, just MIGHT answer your call. But Probably they won't. Live Chat? I have NEVER found a time that they actually have an operator. Submit a problem from you mobil app? - Nope that function doesn't work either. As soon as we have the money Lorex is going into the dumpster and we will install a system that actually has customer support.
Bottom line- this Company will NOT SECURE YOUR PROPERTY IN ANY WAY AS IT CONSTANTLY FAILS IN THE FEEDS FROM THE CAMERAS. USELESS!
6 years ago
bryan rall Oceanside, CA
Wish I could give negative stars. Bought cameras for my house back in August and decided to go with lorex because of their 60 day "no hassle return" policy that they love to advertise. The cameras came late. When I opened the box I looked at the cameras and immediately thought there is no way these will hold up outside of my house. So, I tried to return them. I emailed customer service to initiate a return. They never responded. Then I filled out the return paper work on their website. They approved the return but tried to make me pay for the shipping (which of course. Then I called customer service they said they were going to email me a shipping label in the next couple days. A week goes by and still no label so I call again. Luckily they send me a label and I return my product. A month goes by and I don't have my money back so I call to find out when I will get my money back. Long story short I have now called 3 times and each time they have lied to me saying that I would have my money back in a couple days. Customer service is a bunch of liars.
6 years ago
Stanley Lee
!!!!DO NOT BUY THIS SECURITY CAMERA!!!!
If there was a -5 Star icon I would have chosen that one!!! My brother received the model LHB926T1 it as a gift over 1/2 a year ago...and just recently installed it. It have not worked perfectly so far; 1) cameras get activated late...so sometimes they miss the face but see only the waist and legs go by, 2) sometimes it records only for 2 seconds, 3) sometimes it doesn't record at all!!! 4) all the times the recording starts, it finishes after 30 seconds but doesn't continue recording even if we're still in camera range...even right in front of it. It is supposed to be HD....does not look like HD to us...kind of blurry.
Wait time for customer service is very long....up to an hour or more!!!....must be lots of people calling in with the issues with their security system. My brother calls them, puts it on speaker as he's cooking dinner....when we're eating he gets to talk to a "Technician".
He says the "Techs" were very knowledgeable on our cameras' problems....probably having done/gone through so many customers problems....
Unfortunately we can't return it (As we just found out there is a 60 day return period)....and we can't get a replacement or upgrade because we received it as a gift.
My brother wasted over a week trying to get this security system working properly....at the end it is still not 85% correct. He thinks it might work better in hot dry countries.
DO NOT BUY THIS PRODUCT
Stanley L.
6 years ago
Christopher Mineola, TX
Would give less than one if I could. I bought the WL2930 system a little over three years ago. Of course, warranty has expired, and it begins resetting itself ever 30 seconds. Called the awesome tech support, told them what I’d done so far, and he says, well guess it’s broken. He then transferred me to someone else, who does the same, until I’m on the phone with the sixth person and had to explain again. She says, we’ll i guess we can’t help you and hangs up. Not only the last Loren system I ever buy, but I’m doing reviews on every site that I can, and filing a case with consumer reports. Please don’t buy this product line.
7 years ago
Steve Tuckerton, NJ
On Oct 29, 2018 I received a four cameras system model #LWF2080B-64. Out of the box 2 cameras were defective (stone cold dead) and a spare battery pack would not accept a charge. I had contacted service representatives including supervisors 3 separate times (Mario, Sergio and Amerdnw), each representative concluded the units were defective and took my information promising replacement on an expedited basis prior to return of the defective equipment. Follow up calls indicated the equipment was being processed or shipment was imminent. As of today Nov 12 Lorex, customer service is unresponsive, evasive and blatantly deceptive. A customer service manager (1-877-369-8831) admitted to horrible customer service promising immediate replacement. At Nov 14 Lorex has not acted to cure these problems. I have returned two defective cameras and battery pack on Nov 7. As of Nov 13 Lorex is unresponsive.
Additionally, technical reps concluded the two remaining cameras may be defective. They fail to detect close in motion but do detect motion 40 to 100 feet. I have experienced locking requiring removal of the battery. The night vision produced is low quality and distorted.
Don’t walk but do run away from Lorex – 4 or 5 hours on the phone with customer service is unacceptable. Choose a more reliable security camera system manufacturer.
7 years ago
Jens
Customer / Technical service....hmmm I guess they don't know the meaning of this word. Tried to solve an issue with a PTZ camera which has a so-called "Night-Vision" feature (instead of having classic IR-Led's), because the picture during the night (and yes, there is ambient light outside) is almost dark. They can't fixed it, they're not willing to change the cams into a classic fixed one with Led's, because it's "out of warranty". So I tried to ask them via Ticket system for a newer firmware and after some minutes I got an Email (without anything in there) except the message the case has been closed. What a bad company!
7 years ago
CANDIS RALPH Philadelphia, PA
I recently purchased a LOREX system on 9 September 2018. The product itself is ok however one of the 60ft cables i received was damaged I tried to fix it in lieu of going through the hassle of getting a replacement but in the end i had to call in to LOREX for a replacement. I submitted pictures of the cable, reciept, model number etc. To make a long story short after all my submissions 10 days later and my third follow up call LOREX still had not sent me a replacement cable and was still requesting information on what type of cable i needed to replace. My question is LOREX you don't YOU know what products you are selling? I even went as far as sending a picture of the box with the illustration of what was included to the technical team. I am so dissatisfied i just wasnt to rip the entire system out of my house i have been waiting 10 days now to finish the installation of my security system. I have holes in my walls and unfinished work because I am waiting on one cable. The support is poor and for such an expensive product i was expecting better service.
7 years ago
Stephen Brown Swanton, VT
End Chat
Paula
Hi Steve, thank you for contacting Lorex Customer Service and Sales chat. My name is Paula.How may I assist you today?
Why is it that every time I call you guys, I get rushed off the phone??? Do you guys want to sell something or not?If not there are planty of others out there that would want my money!
Paula
I'm sorry to read that. I'll be more than glad to provide you with the assistance that you are requesting for today in regards to the order that you would like to place. Have you ever contacted us before?
3 times
Paula
Before we proceed, may I confirm some contact information in order to generate a ticket number for today's interaction?
You have it all
Paula
Could you please confirm your full name, email address, contact number, shipping address and exact model number of your product? I will use this information for documentation purposes.
Not untill I buy something
Paula
Please keep on mind that if you do not provide me that information I can only provide basic information.You just have to create an account add the item to the cart and do the check out process. Or you can call our sales team if you are willing to pay with credit card and they can do all the process for you: 1.888.425.6739 Option 1 English - Option 1 for Sales. We open the 7 days of the week from 8:30am to 7:00pm EST.
So your not going to help me as well
HELLO?????
I would NOT BUY anything from this company! They just do not want to sell anything and the VERY BAD reviews that they have I all correct! Glad I found out before I bought anything from them!
7 years ago
Patricia Cannon Rockwall, TX
I purchased a wireless 4 camera system with a 7" display. It worked for 2 years fine. One day it just quit. I called Customer Service they were going to send me a replacement. Week went by received an email telling me they couldn't issue me a replacement because the system has been recalled due to battery safety issues, and I was t o receive a full refund instead. This conversation all started on 7-5-18. It's now 7-18-18. I have balled and called this company and been transferred to so many different departments with no results. At the end of this day, no results.
I wouldn't buy another product from this company regardless of their price and/or quality. Their customer service is just terrible to say the least. I will continue to battle until I receive my money!
7 years ago
Paige Kruger Jacksonville Beach, FL
I purchased this product at Costco - opened it and installed the entire 6 camera unit and the DVR wouldn't work - was on customer service for hours and they determined it was a faulty DVR and said they would ship me a replacement that I would receive in 5-7 days. Fast forward a MONTH and I'M STILL WAITING FOR IT. Every time I call to get an update they say it is being shipped but they can't give me a delivery number yet that UPS will generate one shortly - THIS HAS HAPPENED FOR A MONTH - Still nothing - called to get a "supervisor" who said the same thing and then just sent me to eternal hold. DO NOT BUY ANYTHING FROM THIS COMPANY. I'm stunned that Costco carries this brand - they typically have great products. Will be contacting them also.
7 years ago
Codi Sampson Portland, OR
I already had 3-4 mo's of DEPLORABLE service. So much so, I told them I was done with them. A few weeks later I was contacted by William M., represented himself as the retention manager, which turned out to be ONLY one of.
William's first email and first phone conversation stated - in no uncertain terms - he was going to "take care of us" and he wanted to send a new, better system. He told us things like: "Don't buy another system. Let me fire one off to you. Again, it's not charity; it's an investment into your business." Doesn't that sound like a customer service gesture to you? WHERE is the "cost" in those statements?? And there were many ther conversations like that.
That's... LIKE....
Lorex is going to provide a system to us for free, right? RIGHT! Well, I thought the same thing.
For TWO weeks, William and I spoke about our equipment needs, desires, and even helped with set-up positions according to diagrams I had provided via email. NOT ONCE did he ever talk about costs. He did not even mention anything like coupons or discounts, which MIGHT have led us to believe we would incur any costs. BUT he didn't! Actually, he did the opposite, implying in questions he asked and statements he made - that he was going to "take care of us."
In my very final phone conversation, we finalized the list of items we agreed to. However, in the very, very last minute he very quickly slips into our conversation that he's going to transfer me to "sales" to get a final "quote" to complete the "order."
I'm thinking, WHAT? What - 'SALES,' why? I already knew that Will said he was going to take care of us! But then I think - oh, sales must do all the handling for equipment, the list and shipping info... right? NO!! Shaheed takes over the call, confirms the items that Will and I discussed, and gives me some kind of "discounted" price of $4400 from our previous $450 price point system we originally purchased at.
For a moment - forget there was a price attached to Shaheed's quote. For TWO WEEKS William told us he was going to take care of us in several different statements and ways, ALL WHILE NEVER mentioning there would be ANY cost; never asked us for some kind of price point, or budget. He mislead me, and led me on for the whole time, easily seen in our emails to each other.
What a freaking idiot I am to have believed Lorex (William M.) - wasting TWO weeks of my time, hours and hours of work researching and diagraming systems together (on my own) for our home and office!
Even after speaking with a representatives referred to me by the president, Steve G. - after only two emails, they merely stopped communicating with me altogether. Even that representative, Sheldon M., Customer Experience and Technical Support Manager gave me the impression they were at least going to replace our system. NEVER HAPPENED. Just stopped communicating.
TYPICAL!! BAIT AND SWITCH!!!
Even though no final exchange of money was made, I still plan on contacting the Federal Trade Commission because of their unethical business practices.
7 years ago
R Harris Denver, CO
My system is a 4 camera high definition wireless, it has never worked correctly since I got it, camera's keep dropping out and the monitor says "Out of Range", and constantly needing to be manually "paired" up again with the receiver and system.
I called and spoke to their technical support people (In Columbia, who are hard to understand), who are clueless and just read scripts and ask you questions from them. 2.5 hrs on the phone for the first RMA for a bad camera, then another 2 hrs for the second camera /RMA that went bad, then when I got the new camera's the didn't work... So I had to call back again and despite me pointing out that I had been sent 2 new cameras that had different model numbers... The tech decided it was my receiver that was bad, so another RMA was opened. Then when I got the receiver and tested it, the new cameras still didn't work. So I called in again (4th time) and the tech after 2 hrs decided that I had been sent the wrong camera's, so I waited, and waited and after almost 3 weeks I called back, explained the whole story and they said the new cameras "would ship out tomorrow" I hit the ceiling and asked to speak to a supervisor, which I have now been on hold to speak to for 73 minutes. My system has been down for over 2 months now and I'm still waiting.
This was the worst money ($649) I have ever spent in my life!
DO NOT BUY LOREX if you value your time, money or sanity!
7 years ago
Jasmin Phoenix, AZ
They have not returned my money it is almost 1000 dollars. I am very discontent with Lorex altogether. They do not know what the definition of a good business is. They lack the capacity to exhibit good customer service, they will have you on hold for a long amount of time. Then the customer service representative will put you on hold to "fix" the issue at the end of the call they only make empty promises that they make you feel as if they intentionally will not keep. To what extent do we stop calling this corporation a company and start calling them for what they really are SCAMMERS. They will steal your money and give you several different excuses to why it is supposedly delayed. If they were so quick to remove the money from my bank account, why can they be quick about putting it back. There are various reviews of other people stating ever so clearly in their reviews that Lorex has not returned their money at all or they did not receive it for a couple of months. In my situation, I ordered on Thanksgiving Day and was promised my order would be received on the 1st of December. This was a lie, I kept being told several times by different customer representatives that it would come over several different dates, I have chat transcripts that would support what I am saying. Ultimately the date in which it would arrive was changed about five times until I was fed up and contacted them once again complaining. The customer representative said that Lorex would compensate me by sending my purchased items sooner than the already 4-week delay that they had. The items did come, they were able to do that. But to my dismay the items were not the ones I had ordered. When I called them, they told me the items were sent incorrectly because they no longer had them in stock and a message should have been sent to me indicating that. Once again, they were telling me excuses that had nothing to do with anything that was in my control. They kept messing up time after time. I then told them I wanted to return the items they gave me a bit of grief for that but then was promised I would receive my refund 5-10 business days after they have received it at their warehouse. It has been over two weeks going on three and have not received my refund. This is at the point that I will be posting this review in every site related to Lorex technology. If there is anyone else who has had issues like this with Lorex contact Telemundo Answer also known as Telemundo Responde. They will help with cases such as this.
7 years ago
Randy Griffith Dallesport, WA
Horrible customer service!!! Like the security system and was not expensive but one of the cameras didn't work and I called the company. I could hardly understand two individuals I talked to, spent 2 hours on the phone with no resolution. Three of the 4 cameras are working find. Since they wouldn't replace the camera and told my a new one was 84.00 on sale, I purchased one on amazon for 26.00.
7 years ago
Joseph San Jose, CA
Nov 29
Lorex advertise a "Site Crasher Deal" and you wait for the countdown and you are unable to purchase the item. This happened to me for all three of their deals.
I was logged in, waited for the countdown to reach "0" (zero) and immediately purchased, within 2 seconds I was in the final stage of check out and it would not let me order it. There was only one item in the cart.
I then tried this in a different browser and the same issue. I called support again to find out what is going on, at first they told me their site is having issues and when I asked what they can do they state that they are sold out and there is nothing I can do. Customer support was the worst ever. The could not do a thing, not even transfer me to a manger. They took my name and number and said that the manager would call me back as soon as he got of the phone. The rep would not give me his name and when I asked for a time, all he said is that he is on the phone with another customer and it would not be long. That was over two hours ago. No call back at all.
I figured I should take advantage of the "Black Friday" deals they had with the additional 25%.
I was going to purchase a 4K sercurity system and when I added that to the and the code did not work. Also I now have 26 (yes twenty six) of the "Site Crasher Deal" in my cart and I cannot remove them. This time it does show "out of stock". The strange thing is that I originally ordered one and it allowed me all the way to the last step of check out, now 26??? What is going on here?
Another wasted call to Lorex. All they can state is that they are out of stock. They stated again that their website is having problems and there was nothing they can do. If I wanted the deal for the camera system I was trying to order, I would need to order it on-line.
Please keep in mind that the order is still in my cart, I tried two different browsers, cleared the cache, tried two other computers and my phone. The 26 is still there and I cannot remove it from my cart.
All in all I feel that Lorex does not want to support their customers and when I call in, they do not listen to what I am saying and cannot help at all and give me unrelated answers. Why are they answering the phones?
I am expecting two calls from management / supervisors that will never happen.
Dec 8
I chatted with someone on Tuesday morning, 9:30 am, and was assured that someone would call me back.In fact this person even gave me a ticket # and an e-mail.
In the e-mail there was was this: "I write to you this email confirmation in order to give you the Ticket # 66xxxx and to remind you that you will be contacted on the next 24 to 48 hours."Well it is now Friday and I have not heard back.I contacted Lorex again today and they saw the ticket and told me that they will send the ticket to tech support.They kept explaining the dynamic on purchasing the deals.My issue is customer service and how I am being treated and they state they only have a few units.
No one seems to understand and can place the order.All they do is argue with me and tell me how the black Friday deals work. I was told that a manager would be calling me back within an hour.
You can probably guess. No phone call.
My biggest issue with Lorex is customer service, or the lack of. No one wants to listen and talks about something else and not the real issues.
7 years ago
John Smith Holts Summit, MO
I ordered a camera from Lorex along with a second camera. Once the cameras had been shipped, I received a box from Lorex containing only one camera. The attached Lorex invoice showed all cameras were allegedly shipped. I retained the shipping invoice for verification and the shipping weight easily confirms this and can be verified by UPS.
On Sept 21 2017, I completed a lorex help ticket (which can be verified by Lorex and screen shots I took) and was never responded to.
On Sept 25 2017, I bumped the ticket again and received no response from Lorex.
On September 28 2017, I called lorex (verified by phone records) and was told the camera was not currently in stock and Lorex will not receive anymore in the "foreseeable future", however, Lorex further explained they would find a suitable replacement and send it along with a confirmation email. It was nice that they confirmed the camera was not shipped due to a back order issue.
I later received an email from Lorex telling me that my ticket will be closed in 48 hours due to me not responded to the ticket. I viewed the ticket and it only shows "assigned to agent" with no other information or requested action on my part
On October 3 2017, I had not received any cameras or any emails. I again called lorex (again verifiable by phone records) and was on hold for 1 hour and 36 minutes (screen shot were taken for verification) and was ultimately disconnected without speaking to anyone A check of Lorex website shows the same camera was in stock and still for sale and has not been removed.
On October 4 2017, Lorex finally responded to the ticket with "In order for us to continue with the escalation process we will require the camera exact model that you missed. Also we recommend that you reply with pictures of the cameras you didn't receive." I responded to Lorex explaining the information was in the original ticket and further commented on taking a picture of a camera that I did not receive.
A week later and after several phone calls with no response from Lorex, I responded to the Lorex ticket system and requested a refund due to Lorex not shipping me the product and Lorex failing to contact me.
On October 13 2017, Lorex responded to my request with the "it's on back order" and "We may still have these cameras available at 3rd party stores like Costco, Walmart, Sam's Club etc, in case if you are still interested in this product."
On October 14 2017, I received a email from Lorex with "Dear Xxxx Xxxxxx, Your Lorex return has been approved for the following item(s): FLIRCare-399 × 1 LNZ3522RB × 1 A pre-paid UPS® shipping label has been generated for you. Please print this label and secure it to your return. This label contains all of the information needed to get the item(s) back to us." I responded to the email explaining that I had not received the camera and again asked for a refund.
On October 15 2017, Lorex responded with "Upon verification, Since the cameras are in back order status and due to the fact that you want a refund to be done. We have submitted a refund process under the reference number xxxxxxxx. You will also be receiving a return label from UPS so you can return the item back to us. Once it arrives to our warehouse it will take between 10-14 days for the refund to be shown on your bank statement."
To this day, I do not have a Lorex camera to review. Why I did not check the BBB page before I do not know. As others have stated, Lorexs has no customer service and seldom answers the phone or responds to Emails.
8 years ago
Lori
I placed an online order for a security system with Lorextechnology.com and money was immediately taken out of my bank. This was followed by an email instructing me to activate my warranty: it's been over 3 months and I still have not received my order. Today is Sunday and I called Lorex happy to discover that they have customer service staff on hand, only to be disappointed yet again discovering that Sunday staff consists only of sales people. I have to call back tomorrow to find out the status of the system I purchased 3 months ago. Meanwhile, Lorex collects the interest on my money that should be sitting in my bank account until they actually delivery.
8 years ago
kevin gaber
the camera system is not an easy to learn or easy to use system at all, don't let Lorex lie to you, they will say its user friendly lolol what a joke, then try calling the technical support good luck with that one, if you want to get someone push the prompt that is for sales then you get someone within a minute if you click the technIcal support you will wait forever, in fact I yet have not ever actually talked to somefrom that way, I've held for 45 minutes on 2 separate days and finally gave up until I figured out how to actually get someone to answer by acting like a new customer. I don't recommend just because of the poor customer service. very complicated to hook up to your computer and have to keep rebooting it every time I wanna view it on my iMac. STAY AWAY FROM LOREX
8 years ago
Emily
I like the cameras HATE THE COMPANY. I have only had them for 2 weeks now and wish it'd be easier to research peoples experiences online. Here is mine. Like I said I've had it for 2 weeks now. It took about a week to get the time zone to stay. My DVR would change at midnight to Eastern Standard Time. I have had nothing but problems with the mobile viewing app. I am unable now to view my history. Which is VERY inconvenient since you purchase these cameras mainly for when you aren't home. Well, I can't view if something happens, only the live cameras. I have to change my password almost daily, sometimes multiple times daily to view my account. Their Technical Support is only open til 4PM Pacific Standard time. That doesn't help me much! Also, when you op for their call back option instead of waiting on the line, wait. They either will call you back no matter where you are in line, at the end of the day. Which you're still expected to be by the DVR system then. Don't waste your stress levels on this company because when you have problems, you don't get answers or fixes. Unfortunately, we will be having a lapse in security due to their lack of customer service to people who rely on THEIR products to keep THEIR belongings safer.
8 years ago
Jon
Four months still not working!
The support system for these products is the worst I have ever encountered, while the product looks good, should be simple to operate and offer good images its failed from the box.
Very noisy to the extent it is distracting, difficulty with the password (keeps resetting) and wont recognise USB drive for backup, restarts often ( so you miss blocks of cover) three faulty cameras of the 8 supplied, faulty leads, remote control does not operate.
So I contacted support, round and round we go and still, despite them agreeing the system is faulty, I have not had a replacement.
My guess is that the "support" element has been contracted out to a company and they are seriously damaging the Lorex brand.
I see that 50% of customers are unhappy here, surely this should be a signal to Lorex Technology that they are failing.
I will repost here in 2 weeks and let you know if my problem has been resolved.
As it stands now the product could be excellent, the support fails a great product, my advice DO NOT BUY until the support issue has been resolved.
8 years ago
Tom Silverdale, WA
We bought a 2 camera wireless system from Lorex in Oct of 2016 and neither picked up sound and one camera also buzzed and had blurry, static-ridden video. They said they would send us a replacement since the tech department agreed the camera was defective, but customer service goofed and sent a monitor. We sent it back and they said they'd send the camera out and never did. Meanwhile, the original monitor broke.
They ignored us after that, even after we sent the whole system back to them at our expense, (over $20). The Lorex products we purchased were junk and never worked as advertised. Their customer service is a nightmare to deal with and the product warranty was not honored. We recommend not trusting this company with security needs.
8 years ago
Woody
I've had my Lorex 4 channel wireless system for around 4 months. The system will not pair but 2 of thel 4 cameras. Night video on 1 of the 2 is horrible. And the system becomes extreley lethargic, and eventually stops working after a couple of days. A hard restart is then the only way to bring ot back to life. Its comparable to an early 1980's computer. I have presented my issues to Lorex technical support from the start. But have yet to get it resolved. The service department seems to be trained on dragging out their responses. Its like being caught up in some ridiculous waste of time and apparently they do not actually read the information customers submit, because they will delay you, and bog you down with questions and solutions that you've already given them, or told them you've tried. Completely unsatisfied with the product, and extremely frustrated with Lorex's customer support.
8 years ago
RANDY Bellville, TX
I've ordered a HD720 IP camera model LNC254 on Black Friday 2016 with deal code DEAL1BW for $9.99. After placing an order the item came out with a Window Security Decal. It was a wrong item - not the one I am looking for - I have contacted the customer service by email right away. I have not received any respond from Lorex customer service. I called customer service they said they will solve the problem and put me on hold then disconnected my phone call. I've tried to call them back but no one answered the phone. They sent me a tracking number then I sent email to them again to let them know that I would refuse to receive the item and would like to have a full refund on this. Never got an answer from them. I have contacted the UPS to let them know that I don't want this item so DO NOT DELIVERY but I have seen the package at my front door when I got home. LOREX is very BAD customer service that I have ever seen in my life. I will NEVER buy any product from LOREX in the future.
8 years ago
Shaun Flex Denver, CO
The product is OK, as far as hardware goes. The software is buggy, as is the website. I can't get some changes to persist when made through the software - such as changing from continuous recording to motion detection. I can't get my device to show up in their web interface. I can't get an answer as to whether or not the device supports the FLIR Cloud backup functionality.
I have had tickets open for weeks that have not been addressed at all - not once. When you call, they have a tactic of "transferring you to tech support" which means that they're going to put you on hold and never answer the phone. My co-workers and I have spend over 5 hours on hold (no exaggeration) and no one ever answers the phone.
Please do not buy from this company. You will regret your purchase. If I could give zero stars, I would.
9 years ago
Marc Schambers Hesperia, CA
I am so fed up with Lorex Support. It is by far the worst experience ever for support.
I have had several phone conversations with them and they still have not shipped a replacement camera.
If you are considering purchasing a Lorex system DO NOT DO IT. Go to another company.
Here is what happened. I purchased a 16 channel, 12 camera system from Costco on 08/22/2015.
One of the Cameras turns out to be bad. This is my 5th system purchased through the years. My second Lorex.
Their support has been absolutely horrible. A complete disaster. Nothing but a verbal run around with lies and no results.
First call to them on 08/25/2015. They required model of system, model of camera, serial number of dvr, of camera, etc.
Explained to them how I tested and know the camera is bad for a fact. They said they would send out a replacement right away.
Next day, received an email requesting purchase receipt. Scanned and emailed receipt, etc. etc. etc. "
Called again. "Will ship one out right away, etc..... ", Two weeks later; nothing.
Another call to (888)425-6739. "This was suppose to be taken care of, etc. etc. etc.".
Was told someone would be contacting me in 3 to 5 days? For what? They have all the information. No contact.
09/17/2015 On hold for 33 min. Transferred to supervisor. Will be calling to authorize replacement.
Will call me back in 1 hour. Never called.
09/24/2015. Called Costco for help. Costco called Lorex. Costco got a complete run around from them too. (Costco has been great btw!)
Here is there support routine. "So sorry to hear about that. I will be happy to help you.", etc. etc. etc.
I will have somebody call you in 1 hour." I ask for what? You have all my info. Transfer to Supervisor.
"I'll get this taken care of", etc. etc. "Somebody will be calling you in 1 hour. " You will never receive that call.
"I need to call Canada for the replacement." They are closed. It's early afternoon.
My support ticket number with Lorex is: 1284847.
Case number with Costco: 6892740. I will be contacting Costco's upper management; writing a letter with these issues
to corporate. Hopefully Costco will drop Lorex like a hot potato and Lorex will go out of business.
BTW: I purchased 4 more cameras to make it a full 16 for about $70 per camera; including cables.
How much could it possible cost Lorex for 1 camera?
10 years ago
Review Source
Angel Chau El Monte, CA
Lorex security camera has been average for my use. We encounter many issue that has no resolution and contacting the company for support left much to desire. Updated software are almost non-existence. The camera works from time to time, but it requires alot of configuring on our behalf. The product is great when it is working, but useless dud when not.
3 years ago
Review Source
corrinna oandasan Kailua-Kona, HI
absolutely love my security camera i feel safe when i am home alone i can see who is at my door and who is arriving
what i kind of dont like is that when there is an outage and it reboots the start up response is loud
3 years ago
Stewart Kennon Palo Alto, CA
The Lorex Fusion system comes with cheap cameras, the cables have little no no shielding so your picture quality is bad. You can buy better cameras from them but they cost more than the system. Their customer service is one if the worst I have used. One star because the two additional camera which both cost more than the system have good pictures and come with much better video cables.
2 years ago
Paul Lleno
Really lousy product.
It work intermittently and slow.
Even lousier customer service.
They will waste your time for more than an hour of testing.
“Escallated” but nobody called back.
Said somebody called and we did not answer.
That is a lie as assuming nobody answered why nobody left a message?
Exasperate you with all the trouble shooting. Not worth your aggravation!
2 years ago
Yousif Nissan Novi, MI
DONT BUY FROM THESE THIEVES THEY DIDNT SEND ME EVERYTHING I PAID FOR I HAVE A LAWYER AND MY CREDIT CARD COMPANY WORKING ON THIS BUT DO YOURSELF A FAVOR AND BUY FROM SOMEONE ELSE I HAD A NVR AND CAMERA MISSING THEIR STUFF COME SEPARATELY EVEN IF YOU BUY THEM AS A SET SO THEY FORGOT MY NVR AND ONE CAMERA BUT THEY CLAIM THEY HAVE SEND EVERYTHING WHEN THEY DIDNT THEIR WAS STUFF MISSING
2 years ago
Robert Magee Los Angeles, CA
Bought my Lorex system August 17, 2022. And taking them down already.
Product sucks. Like others have said "no customer service". The moble apps suck. There are TWO. Why? Who knows. I use an app for the door bell and the floodlight and to be honest that app is just ok ( when it works) called lorex home. The other one called Lorex cloud...that one SUCKS. Look at the reviews on the app store. You have to be an IT wizard to use it.
2 years ago
Surprise HomeCam Regina, SK
Lorex customer support and extended warranty is a joke! I’ve been using Lorex products for years and have been fortunate that I’ve never had to use the extended warrant, until today. This is a very painful process having to try and make a claim with a 3rd party. Lorex can’t provide or won’t any assistance they just pass the buck off to this 3rd party company called extend that does the warranty after the basic 1 year expires. They will not honor the extended warranty I paid for!!!! What a terrible process. Do better Lorex!! Stay away from this company Lorex!!
2 years ago Edited January 5, 2023
David Peletsky Plymouth, PA
We did a 16 camera ip nvr system with 4 varifocal zoom cameras. We no longer even pay attention to the camera system. The cameras do not do very well with motion you can walk down our walkway directly into cameras and no response. You can only have one phone app which terrible. We now have a bunch of blink cameras after spending 1800 for the Lorex system. I wish I would have kept the cheaper night system which seemed to work much better.
2 years ago
carlos leone Miami Beach, FL
Worst company ever! Worst customer service!
Called because 1 of my 4 cameras did not work.
First call technician left me with a second camera not working.
Second call she couldn't even speak and ended hanging up on me.
Third call technician left me with just one camera working.
Number 4 technician managed to bring one camera back.
Lost my whole afternoon . I'm throwing away this bs system and buying something good.
Stay away from lorex bad quality worst customer service!
3 years ago
ExperiencedEngineer Franklin, MA
The cameras are great. The software to limit false alerts is very limited, resulting in many alerts that are meaningless. For example, bugs flying will set off an alert.
Having two doorbells should be simple - nope! Only one will connect to the app when both are powered on the same time. Tech Support's solution is to send a wiring diagram! The doorbells wouldn't work if mis-wired. Wanting to interface with tech support via email due to my time limitations is impossible.
BOTTOM LINE - TERRIBLE TECH SUPPORT.
3 years ago
Gheorghe Lupu Kirkland, QC
I have a terrible experience with Lorex (case 3524).
I ordered 2 DVRs (16 cameras), and i never received them (they sent me just a small box with something else inside). Lorex is refusing my refund request twice, even if i have provided proof, pictures and tracking numbers.
Be aware - Lorex is scaming people - sending wrong items and taking your money.
3 years ago
R Johnson Spokane, WA
I have a motion activated camera system with rechargeable batteries that is about 3.5 years old and the cameras ( 6 cameras ) suck and I even bought the deep cell batteries so they last longer. They don't even start recording about 50% of the time when vehicles drive by my business. It has gotten worse over time. I had a crime in my neighborhood and the police wanted to look at my camera recording but it was useless and 3 cameras should have caught the car.
3 years ago
David Chua San Diego, CA
Bought Lorex 2K system from Costco as a Christmas present for a friend. Worst Christmas present I have ever given. It cannot record automatically when it senses motion and requires receiving a notification from the app and pressing a button to manually record. What a ridiculous design!
Spent over four hours with their incompetent technical support and finally had to return it to Costco. Only purchase this if you enjoy pain and frustration.
3 years ago
Mike Kirkelie
Unfortunately, I can't say anything about the quality of the camera system I paid for, because I only received my recorder. My bad for not checking the content of the package I received in a timely manner, but it doesn't change the fact that I paid $800 dollars and never received my cameras, brackets, or cables. I spent two months calling and emailing then, was told twice they would ship the cameras, then basically told me I was out of luck. I sent back the recorder I had received with a letter, and never heard from them again. They kept my $800, and I got absolutely nothing.
4 years ago
Joseph Torres Bradenton, FL
Lorex has terrible customer service and does not have your interest or safety un mind. Do not purchase any lorex product for they do not last and will be a constant problem. Will fight you to not honor your warranty and if they do will leave you without your system.
They take forever to get back to you and good luck getting someone capable on the phone.
5 years ago
John Durkin La Habra, CA
Attempting to give 0 stars. Their products are bought from Chinese manufacturers and white labeled. May as well buy direct from alibaba if you can deal with the absolutely awful, wildly insecure, and unreliable garbage software they come with, and won't require any tech support to do that - because lorex offers basically 0 tech support at all. Total trash. Don't waste your time and money on this joke of a company's products.
5 years ago
Bill Stavenger Cedar Island, NC
MAKE the Eco stratus app work like it used to for the ECO model DVRs.
I literally in the past was able to connect to the internet for remote viewing (back in 2017) in less than 2 minutes.
WHY WHY WHY did you change the Eco Stratus app? Makes me wonder if your software engineers really understand their own app. Bottom line…use the KISS system..Keep It Simple Stupid and not COIK…Clear Only If Known.
5 years ago
eschink Escondido, CA
1) It's been a week and tech support has not written back. We needed to upgrade our mobile ap for our LH07041TC4W, but our system is not listed on their webpage which tells you which new ap to use.
2) If you don't have a better-than-average phone connection, you simply can't view any video. But, Skype will still work.
3) Outdoor camera stopped working after 2 years.
4) Other various problems.
5 years ago
Lillian Beverly Hills, CA
There’s no negative stars!! I wouldn’t even rate them with one! Unable to connect the wifi Cirrus system app. I have two useless paper weights for the last 6 months. I’ve tried everything. Uninstall/reinstall. Called support - got no support! Tried ‘chat’ — useless!! The system and service is a complete and utter failure. SPEND YOUR MONEY ON A REPUTABLE COMPANY.
5 years ago
Pedja Pleasanton, CA
Lorex is a mess. Phone app is useless unless you have an excellent wi-fi connected; if you are on your daily phone, forget it. You cannot connect, it just keeps “loading.....”
On the same phone I would perfectly see my dog on the Nest live camera from my dog sitter, but I cannot connect with my security system?!
I’ve spent $1,200 on the system and I regret doing that.
5 years ago
Formercustomer Downingtown, PA
Beware of package deals that don’t work. I have tried numerous times to get help. I was on hold for an hour and 40 minutes and finally had someone answer. Was the problem, resolved. NOPE!
I have asked in the last 6 emails for them to call me. No call!
As a contractor I will NEVER do business with them again and will tell all customers to look for other solutions. Worst customer service of any company I have worked with in over 3 decades. Very sad...........
6 years ago
James
I wish I could give less than one star. I bought 2 systems a couple of years ago. They changed the software this August 2019 and now I can't access any of my cameras. I've phoned "tech services", been put on hold for hours. The person couldn't resolve the problem and referred me to another 'higher level'. Couldn't fix the software problem there either. Then a month and a half later there is supposed to be a firmware update, which doesn't work. I spent a lot of money and got garbage. This security camera company is the worst company I've ever dealt with in my 60 odd years.
6 years ago
