Complaints

• Initial Complaint

  09/01/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  After purchasing a Lorex security system i had the system installed. About a year ago i was no longer able to see my cameras on my computer. Being out of country as we are now that poses a tremendous worry. On four separate occasions i telephoned customer service (over the last year) and in each frustrating instance my problem was not solved. This company like many others has chosen to use third world country staff to run their customer service and thats fine BUT for some 80 year old people like me who hear perfectly when speaking to people with no accent that can be and was problematic. Each call resulted in many attempts to fix the problem all compounded by my inability to understand the staff. The issue was never resolved so i consequently emailed customer service hoping to avoid speaking with them and they emailed back, after not reading my msg, and told me to call customer service. i emailed them back and asked them to please read my emial in its entirety and note my difficulty in understanding their staff. Customer service did not email me back. My complaint is rectified when someone i can understands calls me and explains the solution to me. I paid for this system through ****** and dont feel its too much to ask. thank you

  

  Business response

  10/01/2025

  Hello ******,

  We are sorry to hear about your frustrating experience with our support. We appreciate your bringing this to our attention. We have asked the team to reach out to you and assist.

  Thank you,
  Lorex Customer Experience Team

   

  Customer response

  10/01/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  This was a case of a consumer paying for a product and not being helped to use it.   After a year of trying to work with the company i sought the assistance of the BBB and in three days the issue was resolved.   Thats a very sad testament to the attitude big business has towards its loyal customers.    I know this issue would not have been resolved without the help of the BBB..    Your reputation still impresses big business to act and for that you have my respect and thanks.   

  Sincerely,
  
  ****** *****

• Initial Complaint

  24/12/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  August 01, 2023 $2,215.38 Order Summary Lorex H13 4K IP Wired Bullet Security Camera with Smart Deterrence and Smart Motion Detection (4-pack) 1 $424.99 Surveillance-Grade Hard Drive (8TB) 1 $315.00 (Original Price: $349.99, SAVE10 Discount: -$34.99) Lorex Fusion 4K (16 Camera Capable) 4TB Wired NVR System with Bullet Cameras Featuring Smart Deterrence and Two-Way Talk (12 Cameras) 1 $1,349.99 Total Paid: $2,089.98 Issue: Lorex sent a defective surveillance-grade hard drive (8TB). As per the purchase agreement, they were supposed to provide a fully functional hard drive. Lorex has failed to approve a return or replacement request despite multiple attempts to resolve the issue. I am requesting a full refund for the Surveillance-Grade Hard Drive (8TB) immediately and without further questions. This experience has been extremely difficult and costly for me. I trusted Lorex to deliver functional products and support their customers, but this situation has been handled poorly and is unacceptable.

  

  Business response

  10/01/2025

  In September 2023, customer created refund request via online portal for hard drive. Either by mistake or technical issue, this request was not processed by Lorex. Customer did not reach out to support directly. Based on the screenshot provided, customer replied to the automated noreply message confirming refund request submission. He did not receive a response since this message was automatically generated and sent from unmonitored address.

  We apologize for the initial issue with not processing the refund request and we have now approved it. In the future, if there is any issue or question, please reach out to us directly using contacts available on our website for immediate assistance.

  Thank you,
  Lorex Customer Experience Team

  Customer response

  10/01/2025

  I will accept this matter and the refund although even so I was never sent the approval after months to a year in a follow up email and it was just buried away and I would highly recommend that you should add a reply email in the header or signature on the bottem for a measage to reach out or even some companies have a automated system where it says not sent. If this was the case it was not very straightforward because at first I was talking to someone anyway thanks just process the refund and let's move on. 

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  16/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After talking to customer service and trouble shooting the smart doorbell following their instruction, my warranty claim was denied because they want me to use a multi meter and access the electrical wires while it's active/live, I stated to them that it was installed by an electrician and was working fine since June 2024 when I bought it, it only started acting up when it got cold, I also stated to lorex that first I am not an electrician and I'm scared of getting electrocuted, second I do not own a multimeter, third I requested for them to send a qualified technician or electrician but lorex refused and denied my claim.

  

  Business response

  10/01/2025

  Customer purchased a wired doorbell that was installed by electrician and is not able to verify that the doorbell is receiving correct voltage. Lorex does not have technicians or electricians to send to customers. We made an exception and approved warranty replacement. Please make sure the new doorbell is receiving 16-24 VAC, otherwise the issue will repeat.

  Thank you,

  Lorex Customer Experience Team

• Initial Complaint

  11/11/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased a security camera system from Lorex technology and never properly received my purchase. The purchase date was September 28 2024. They sent it via ***. There is no *** delivery from *** in Thunder Bay Ontario. They use sub carriers for their deliveries. The package came in a day earlier than was supposed to be. The carrier did not make any attempts to contact me when the delivery was made. They did not knock on the door or ring the bell. They took a picture of the package in full consumer packaging and left it on the stairs. By the time I checked the *** website there was no package on my stairs. *** wouldn’t let me file a complaint. I called the company and they after doing their research. Told me that *** delivered it and it was my problem now. They would not resend me my order or refund me. I should contact my bank credit company. I still have no resolution from **** either and am out my money. Lorex needed to file a complaint with *** and refused to do so. This is *** is fault on the delivery, but I am not the sender and Lorex refused to help me and has my money and I have nothing to show for it. My order number is ********.

  

  Business response

  20/11/2024

  Hi There

  The product was delivered October 2nd to this customer's address, as seen on the Proof of Delivery and supported by the picture of this customer's house, which is consistent with the image on the internet.   This POD was forwarded to this customer  October 7th.  He was made aware of his option to dispute the transaction with his  Credit Card company.   As far as we are concerned the order was  delivered, as far as *** is concerned the package was delivered correctly!  Customer's bank will determine if the CB claim is legitimate and sound, based on their records.  If the decision is made in the customer's favor, our account will be debited and the customer will receive his refund in full, and hopefully also advised to refrain from making online purchases if the possibility of theft in the neighborhood is common. We on the other hand, will have to bear the loss, unfortunately!

  Thanks and Regards

  LOREX HEAD OFFICE

   

  Customer response

  26/11/2024

  I do not recommend anyone order any products from Lorex Technology inc. Not because of their products, but because of their horrible customer service and poor choice of using *** as their delivery carrier. They insulated me by saying it’s not their problem my delivery was bad and they would not go after *** for their lack of care in doing the delivery right. What kind of company delivers a product with no signature on an expensive product. If no one answers then it should be taken back and a card left to notify a delivery attempted. Not just drop off a package and take a picture and say it was delivered. Especially when the company Lorex sent it in its retail packaging not in a plain delivery box. I tried to communicate with *** but I am not the sender so they did nothing. This is where Lorex should have stepped up and replaced the item and made sure that the carrier got a signature as proof of delivery not a picture. The best was they told me to get my bank to refund me. Such poor customer service. 

  

  Business response

  26/11/2024

  This "Shipping Guarantee" feature offered online is of particular significance in certain circumstances.  This customer did not chose it!  

   

   

   

   

  Customer response

  28/11/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  How is there a delivery guarantee and I did not opt in for it? I think that if I placed an order with any company I expect it to be delivered properly. Not left in the open in retail packaging and no contact from the delivery company as simple as knocking  on the door or ringing the door bell. 

  
  Sincerely,
  
  ***** ********

  

  Business response

  29/11/2024

  As stated in the beginning, customer has the option to dispute the charges with his bank/credit card company.  

• Initial Complaint

  07/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have spent weeks on the line to order a replacement part for a wireless device that does not stay online. In fact, none of their products stay online. What makes everything worse is the deplorable customer lack of service I receive when I call. Today, for instance, I was transferred to 6 different agents. When I spoke with Leo, who was ****, he failed to assist, and I just disconnected. Then Dwight, * **** **** ***. who claims to be the highest person to speak with, ** ********* ********** and tries to talk over you, refuses to listen to your concerns, and then does not assist. Today I decided I will never purchase any more Lorex cameras due to the lack of respect the representatives have for the consumers who pay their hourly wages. All I needed was a PIN for my doorbell. This has taken over a month, to no resolve.

  

  Business response

  08/11/2024

  Hi There

  We are sorry to hear this.  Since we were made aware of this complaint our Tech Support Team has been trying (obsessively) to contact this customer.  This is the reason for delay in responding tho this complaint.  Final word received by our Tech Support team was that her "professional Technician" would have to talk to them to troubleshoot.  Our team is on standby to hear from her Technician to resolve the other issues she's having with the system.  As far as the Release Pin she is requesting for her Doorbell Camera that was purchased in 2022 (way past the warranty) we have decided in good faith to ship it out to her no charge.

  Thanks and Regards

  LOREX HEAD OFFICE

   

  Customer response

  21/11/2024

  To date, no pin was received, as promised. 
  
  I would like to reopen the complaint. 
  
  Phyllis Renée Bryant, ****** **

  

  Business response

  22/11/2024

  Hi There

  UPS TN ******************, delivering today.  We're in the middle of our pre-Black Friday sales and apologize for the delay.

  Thanks and Regards

  LOREX HEAD OFFICE

  Customer response

  22/11/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. 

  However, it took far too long for Lorex to assist with this issue.

  In this case, a wired product stopped working in less than 2 years of being installed.

  In addition, their wireless products are troublesome and as a business owner, it is not likely that I will be purchaing any additional wireless products from their company.

  Not to mention the customer service representaitves are often exceedingly **** and *************.

  I have not been treated like this by an organization that I spend a lot money with, and I will never accept it, or get used to being mistreated by any organization that my money supports. 

  Their delay had zero to do with their "Black Friday Sale". I have been waiting for this minor item for months now. Dwight told me that he was as high as I could go as far as escalation. I will say to that, if he is the representative for Lorex, they will lose many more customers. In this day and age, we spend selectively. I certainly do and my influence spans a lot of states and regions.

  Sincerely,

  ******* ******

• Initial Complaint

  05/03/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased their Lorex 2K 1TB NVR System with Outdoor Battery Security Cameras and two sets of Solar Panel for Battery-Operated Cameras that were supposed to work with this unit. I also purchased extended warranty for the unit and the solar Panels for the cameras. I purchased it in 12/11/2023 I received it on 12/22/2023. We only used one camera at a time and out in same place at first. Had them set to basic settings. Plugged into solar panel and on each camera & it drained battery in 24 hours or less and continued to beep as drained. Then without solar panel we got longer battery life but 2-5 days battery life. One camera started to fogged up from inside. We placed all cameras in a gazebo that is covered and protected from rain. Solar panel installed on outside and in direct sunlight in morning and afternoon. Then put each camera in house where it got no activity & it drained in 5 days with nothing setting events. Put one outside in another area and it didn’t get more then 5 days with less then 10 events and not more then 10 second recording. It’s stated in add that it should last 2-3 months with 10-15 events no more then 10 second recording. They sent new cameras and we still get horrible battery life and batteries still drain in 24 hours or less connected to solar panel. I’ve had many calls and many hours of calls with them to fix this. They decided for me to return all products for a refund. Yet, when I ask for confirmation that I’ll get 100% of my purchase price I spent three hours plus in two days to be told they can’t send that to me. I got an email today saying I’ll get 100% if I return it with their labels they sent and everything returned and in perfect condition. If not in perfect condition I won’t get 100% back. They are used & defective thus not in perfect condition. I’ve yet to get email w/o stipulation. Conflicting responses & blaming me & tossing me to every department has been their problem since this started in my first review & complaint in 1/2024

  

  Business response

  06/03/2024

  Unfortunately, the Refund can only be processed within 10 days after we receive our merchandize back.  Please note this offer to take back the product for full refund 3 months after purchase, is valid for one month after which it will be rescinded.  Thank you!

  Customer response

  06/03/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  They also sent email stating the refund will be in full. I want it on record that I didn’t ask for them to take it back but they decided in warranty to have it returned and to send me my refund. So they are not doing me a favor by extending the return time. The product hasn’t worked since I originally received it in December 22, 2023 and have been working on this since January 2024. According to this I’ll receive refund 100% 10 days from when they receive it. I look forward to seeing if that happens.
  Sincerely,
  
  ********** *******

• Initial Complaint

  27/02/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  After many years of good performance from a Lorex Camera System, I decided it was time to upgrade and called a sales rep at Lorex. We looked at a system (*************) and discussed details. As my planned install would include a POE switch to connect all cameras, and then route a gigabit cable to a secure location for the recorder to protect it in the case of home invasion, we agreed this was a good choice as the website clearly states (*** ******** ********) "What is the included PoE switch for?" " This is why a PoE switch has been included in this system.". I also ordered 4 additional cameras and a doorbell camera as well order number ********). Once it arrived, I discussed the install with my installer (professional electrician) and after mounting the basic cameras, he informed me there was no POE switch in the shipment. I spent 20 minutes debating with a Lorex support person, who continually denied the website says that, and after asking for a manager no less than a dozen times, he finally transferred me to one. The manager immediately defended their position, and I read the website to him verbatim 3 times. FINALLY, he said he was going to "send the matter to corporate" to see what they will do, if anything. He offered to let me return the system, which, as long as they paid the labor for both the install ($800 to date) and uninstall ($800), I would agree with, which he declined, sating those, and the shipping, would all be at my expense. I did not demand they provide me a 32 channel recorder and a switch as well, I only want what the sales rep told me I was getting, the 16 port POE switch as it is clearly being included IN WRITING on their website.

  

  Business response

  04/03/2024

  Hi There

  We're sorry to hear this.

  This customer was already informed by our support team that the PoE switch was not essential with the 16 channel system he purchased.

  We did acknowledge what he saw when deciding to go with that particular system, was a misprint.   We also let him know that we were going to honor what was advertised!  The PoE Switch was delivered by *** (********************) on March 1st.

  We apologize for the inconvenience.

  Thanks and Regards

  LOREX HEAD OFFICE

  Customer response

  04/03/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. After reviewing their response,  they are also lying about their actions.  The POE switch did arrive at my home,totally unexpected.  At no time during my communication with their sales rep, nor with  HIS MANAGER,  nor anytime thereafter, was I informed they were sending the missing part out.  In fact, I was told many many times it was NOT going the be sent out, regardless of what their website said. regardless of their statements about it not being included, it clearly was.  I am not impressed with their dishonest and deceptive approach to the entire situation,  and definitely will not applaud them for doing what they had in writing on their website, especially after the horrible treatment I received when calling. 

  If the system was not already half installed, It would be taken out and replaced with a company who actually has and displays integrity and honesty with its customers.  Furthermore, outside of warranty repairs if required, this will end our relationship, and most certainly will prevent me from ever referring them to any of my clients,friends,or relatives.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  20/02/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I went to the Lorex website around 10:30 am to research security cameras. They have a section for building a custom bundle. I spent two hours building the correct bundle, reading descriptions of various items and even using the online chat to get questions answered. Each item had a price. I made my decision based upon the features and price of each item. I added each item to the package. There was a total price. I then clicked the Next button and it asked for my email address to save my quote. It then took me to the checkout screen where the price was approximately 30% higher than the price of the bundled package I created. When I tried to start over, the prices were all higher. I called and spoke with a sales manager who said that it was part of a promotion which expired the day before, but the "web team" didn't update the prices. I do not believe they can list prices and have customers add items to a package with those prices, just to then increase the prices on the last page. I believe it is illegal to list promotional pricing but not honor it at checkout. I asked for them to honor the prices which were listed on the site and they refused.

  

  Business response

  26/02/2024

  Hi there

  We're sorry to hear this. 
  

  This request has been approved!  This customer is advised to go ahead and place the order according to the configuration in Draft #*******, **** ** ***** ** ******** ********.  Send us the order number and we will refund $250 to the credit card.
  
  Thank and Regards
  
  LOREX HEAD OFFICE.

  Customer response

  26/02/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  The prices in your response are not correct.  Those ate the process that were on your website for the two hours I spent crafting the order.  The total for those items was less than $760.  So the total above $900 is not the total that I had when I went to check out.  I would like the prices to be what they were when I created the order, not the higher prices which were listed after I created the order.  Please check your logs and see what the prices were for each of those items on the morning of February 20.  According to your sales manager, the prices increased that day after I started my order.  He said it was a President's Day sale.  The prices were valid while I was creating the order, but then, after I got the checkout button, the prices went way up.

  Sincerely,
  
  *** **********

  

  Business response

  04/03/2024

  Hello

  There current price of those components has fallen from $974.96 to $924.95.  After the $250 discount the cost of the system will be $674.95.

  That is the best we can do.

  Please let us know when the order is placed.

  Thanks and regards

  LOREX HEAD OFFICE

  Customer response

  15/03/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  I would like to accept this response; however, I have contacted Lorex multiple times to ask how I get the $250 refund and no one is willing to give it to me because they need a name of someone at Lorex who approved this.  Is it possible for someone to call me so I can place the order and get the $250 refund at the same time?
  

  Sincerely,
  
  *** **********

  

  Business response

  19/03/2024

  Hi There

  This Customer is advised to place the order ASAP for $924.95 before the price fluctuates; send us the order number through the BBB;  and $250 will be refunded to the credit card.

  This is the guarantee!  There is absolutely no need to contact our support team in this regard.

  Thank you.

  LOREX HEAD OFFICE

  Customer response

  27/03/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  I'm not actually rejecting.  I placed the order.  Order number *********.  Please refund the $250.  Once that happens, I will accept this as satisfied.

  Sincerely,
  
  *** **********

  

  Business response

  02/04/2024

  $250 has been refunded today and an email notification of the transaction has been sent to this customer.

  Thanks and Regards

  LOREX HEAD OFFICE

  Customer response

  04/04/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *** **********

• Initial Complaint

  07/02/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  My order number # ******** I bought a camera system that included a recorder, and 8 cameras with 1TB on January 02, 2024. I paid $402.79 including taxes. A week ago I received a box from ***. The box had a recorder (DVR 1 TB). I waited a couple of days for the additional equipment (8 cameras with wires) would be delivered, but unfortunately, they were not delivered. I contacted *** a file a claim for the lost package. *** representative stated it would be investigated and someone would update me on the findings. I never received an update from ***. I contacted LOREX and advised them I never received the cameras. The representative advised it would be investigated and a refund or ship the missing items. On 2/7/2024 I called LOREX representative for an update. The representative advised that the case is closed. LOREX contacted *** and the merchandise was delivered. It appeared that if I did not get in touch with LOREX I would never know the findings. LOREX and *** handled the claim carelessly and failed to inform the customer of the outcome and solutions. I want LOREX or *** to send the missing cameras or issue a refund. I prefer to have the equipment replaced. I would like an apology for wrongly handling the claim. It appears that I have to replace LOREX equipment every four years. Cameras do not last longer than four years based on my experience.

  

  Business response

  22/02/2024

  Hi There

  We're sorry to hear this.

  Failed to be mentioned is the fact that we provided this customer with both PODs from *** for the two boxes that were delivered on the same day. One box weighing 7 lbs contained the recorder while the other one weighing 18 lbs contained the 8 cameras.  All of this was communicated very clearly to the customer in ticket ******. 

  *** has also sent us the GPS coordinates which further proves the delivery occurred at the correct address.  (Attached are 3 PODs)
  

  Thanks and regards

  LOREX HEAD OFFICE

   

   

• Initial Complaint

  31/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The functionality of the Lorex NVR system is currently compromised, with cameras experiencing prolonged disconnections followed by random reconnections. The NVR fails to record consistently, with cameras intermittently operational for only a few hours before extended periods of downtime lasting days. Upon reaching out to Lorex, I encountered a situation where they provided evasive responses and attempted to divert my concerns by assigning various investigative tasks, resulting in a lack of direct assistance.

  

  Business response

  21/02/2024

  Hi There

  We're sorry to hear this.

  The system was purchased almost a year ago in April of 2023.  Refund unfortunately is out of the question!

  During the first interaction with Tech Support, troubleshooting was performed to address the issue which included a Factory Reset of the NVR. The customer was advised to monitor the system and call back if the issue persisted.  On the second interaction our agent advised the customer to check if the power adapter is plugged in directly to a wall outlet and to check the light indicators on the NVR but the customer said he did not have access to the room where the NVR was located.  On the third interaction, the customer was not onsite and was unwilling to provide information, and demanded to talk to a supervisor. The supervisor called but now the customer decided he was going to file a BBB complaint instead.  Our Tier 3 Team at Head office took over the case but regrettably the customer refused to troubleshoot.  In the absence of any troubleshooting our T3 Team decided  to replaced the NVR in the hope it was the problem.  The customer agreed to this decision and requested for a 100 ft cables to be sent to him. We shipped him a new replacement recorder and a no charge 100 foot cable (tracking # ****************** delivered Feb 3rd)  

  We trust the system is now up an running or if not, we request the customer be prepared to go through the troubleshooting process and call Tech Support or let the BBB know and we will have TS call him. 

  Thanks & Regards

  LOREX HEAD OFFICE

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩