Lumi Therapy Reviews 4,909

I bought a coat from them in September. I have only put it on recently as it has not been that cold yet. The main black zip does not work. I contacted the company who aren't remotely interested inhelping me. I therefore do not recommend buying one of their coats .

Good companies that sell lots of products will at sometime experience customer complaints.
Outstanding customer service is the skill to turn a complaint into a positive customer experience that restores faith and enhances the reputation of the company.
This is exactly what experienced customer from Karen at Lumi and why I would not hesitate to recommend Lumi, its products and especially it’s customer service.

Bought a premium model ice bath and the seals broke within six months leaving the bath deflated. Lumi agreed a replacement and a few months later the same thing has happened. Clearly a manufacturing issue and they refuse to offer any refund or replacement again just a discount off a new model (like I'm going to buy anything from these cowboys again after this experience!)

The lumi sauna pro is good but it doesn’t take 20 mins to heat up it takes well over an hour to reach max temperature a bit disappointing. With 20 mins the temperature is still low so it does need to stay on a few hours for using at the desired temperature. Also some issues with connecting blutooth etc
It does look nice but a bit disappointing the time it takes.

I own both a Lumi Ice Bath and the Lumi Sauna Max. Recently and very unlucky my Sauna Max stopped working. I contacted customer services and within a few days they had sent a new one out in the post.

Fantastic products and fantastic customer service.

Bought the Lumi 2 years ago this December, only used it for a few months before I got pregnant. Had it in storage for 1.5 years. Got it out recently working well for about a month and a half until water got in between the layers and I can’t get it out. Contacted Lumi asking for advice on this & they responded with “hey buy a new one”. Great concept, but poorly designed & bad customer service advice.

I replaced another brand of ice bath with Lumi as I wanted to get my water colder than just ambient. The delivery was quick and it was easy to set up, both the chiller and the bath. I had an issue with the bath as the top ring deflated, however, Lumi replaced this and it arrived within a few days - excellent customer service.

I have to thank LUMI's incredible support team for helping me without any hesitation and understanding the situation.
So speedy and accommodating. Exceptional !
Very impressed indeed !! THANK YOU.

Order # 230015

I can honestly wow what a company had issue with failed product with 24 hours one delivered to house service is amazing 100 percent super star ⭐ service

I bought a changing robe and loved the quality but it was too big. I decided to try and return it and even though it was outside the usual 30 days for returns they agreed a swap for a smaller size immediately. After a little bit of tooing and frowing it was picked up at no cost on the Thursday, the condition was checked on return and I had the replacement on Saturday. All the time, Karen in Customer Service was brilliant making sure I was happy and that everything was handled as quickly as possible. Thank you Karen. My only problem now is that my wife is so impressed with the quality, she wants one!

Overall the Lumi product is not bad and does the job. Unfortunately, the build quality and material is not sufficient.
I had mine for roughly a year when the inside seems tore and the product is now rendered useless.

I had an issue with one of the seams delaminating from the main body after about 8 months of use. I contacted LUMI support and dealt with an amazing representative called Amber who carried out the usual checks for authentication and after everything was confirmed, got a replacement sent to me. You don’t normally get that sort of efficient and quick service so really grateful. Thanks

I would highly recommend avoiding this awful company. The thing is made so poorly - the water leaks out the nozzle , and the ufo deflates over time, allowing grime in and to settle on top. I contacted their disgusting customer service who refused to do anything. Awful

Lumi claim to offer a one year warranty, however after following Lumi’s guidance on filling and maintenance of the ice bath, several tears began to appear on the ice bath around the rim within 9 months, making it unusable. Lumi refused to replace it despite the warranty stating there are “too many variables”.

Really poor quality and poor customer service to match, would not recommend.

I bought my first LUMI therapy max pod in late July 2024. I bought a further 3 for friends and family. In early September 2025 (6 weeks outside warranty) it ripped up the outside leg seam and was unusable. I contacted LUMI and after numerous emails, pictures, videos as they requested I got this

Hi Andrew

I do apologise however our items come with a 1 year warranty as listed under the terms and conditions on our website

We will not be able to replace items after that date as the issues can be caused by many variables including wear and tear

I appreciate this is not the outcome you had hoped for however we do have a process in place as per our website.

No offer of any discount for further purchase or any help other than requesting pictures, videos etc (complete waste of my time). I would post pic on this review but no facility for it.
We had our tub on top of our composite deck used it around 3 times per week and sometimes less. I would have expected it to last more than 6 weeks outside warranty. I would avoid this company at all costs. I will be looking elsewhere for my new tub ! Disappointing to say the least.

I purchased a Lumi Ultra Cover for my ice bath- for its insulative and UV protective qualities. 12.5 months later (2 weeks after the expiry of the warrantee), the film later is disintegrating and leaving a thin plastic layer scattered across my garden. Customer service have not been interested in helping and have not replied to me. Poor quality product, do not buy.

Worst company ever! Brought some items and returned them, they have not refunded me. Chased and sent messages on Instagram, sent about 20 emails and ignored. Number on website is for another company. Would
Never recommend!!
If this is how you treat your customers your products can be amazing but I hope it stops people buying from them. I’m currently £75 out of pocket and the cheek to charge me to return the items.

I ordered a mini chiller for my parents home back in October 2024. This was my third purchase from LUMI after a simple Lumi Tab i bought back in 2023 and after i pre-ordered the mini chiller and POD set in early summer 2024. Given that the equipment was dispatched from the UK to EU i had to pay 150 Euros for customs clearance which i was not informed about when placing the order. In any case when i tried to use the equipment in May 2025 for the first time right out of the box it was obvious that the chiller did not work properly and provided no cooling effect. I wrote an email explaining that this was the second unit inhave purchased so i was well informed about the operation and settings. It took about 3 weeks were customer service kept requesting from me to try the equipment in various settings and send them videos. Customer service finally accepted that the chiller was not working properly and arranged a return. It took over a month to check the chiller and in July it was finally confirmed that there was a broken capacitor. I was informed that the chiller would be repaired an dispatched. I explained that i would prefer a replacement or refund given that the chiller was broken right out of the box but was informed was that after 30 days company policy is tonnot provide exchanges or refunds. In addition i explained to Customer Care that i would not be willing to pay any customs clearance this timen especially given that the Chiller was repaired and not replaced. They assured me that they had arranged with carrier all necessary documents and that custom clearance would not be required. Not to my surprise the package was stuck in custom clearance and i was informed that i had to pay 150-300 Euros for clearance. If i did not the package would be returned to sender. I informed Vustomer Care accordingly and they said they would short it out at no cost. These conversations were held back in August 2015. After several back and forth with customer care i was informed that the package is stuck and they are trying to short it out with the carrier. It is now October 2025, a year since my order, and Lumi Customer Service has stopped responding ro my emails. All my requests for a refund or replacement of the Chiller have been turned down. Instead I have to accept that i will receive the initially faulty and subsequently (allegedly repaired)unit if and when they manage to short out the issue with the carrier. I find it really frustrating that this kind of problems are getting passed down to the customer. If the logistics chain is not shorted out then the company should simply state that shipping outside the UK is not possible. Terrible service and i am now considering legal action given that they have not responded to my last email which was over 10 days ago. Stay away from this company

ENGLISH AND SPANISH REFERENCE

I've had SEVERAL problems with their product, until they don't even answer my email. Problem #1 - The ice pool broke, the entire internal base came loose. They sent me a new one, of course, at my expense. Two weeks without a pool. Problem #2 - The hoses get dirty in the water shut-off fitting, and the rubber rings for the connection break quickly over time. I was able to clean it with great effort, but I noticed the black internal rubber bands were defective. I replaced the rubber bands another day. Problem #3, and more important, is the chiller starts with problem #10, a motor problem. They write to me telling me to check all of the above, or if I've cleaned the filter... They ask me how the air is coming out, to check the settings, to send them a video... Days go by, emails asking if there's a solution... Zero response. In short, bathtub and chiller are in the trash. Zero technical service, emails, and luck if you find a mechanical problem. They don't have support in Spain.

He tenido VARIOS problemas con su producto, hasta que ya ni me contestan al correo.
Problema n.1- la piscina de hielo se rompió, toda la parte de la base interna se despegó, me enviaron una nueva, por supuesto pagando yo los costes de aduanas.
2 semanas sin piscina.
Problema n.2- las mangueras se ensucian en el accesorio de corte de agua, y los círculos de goma para enlace se rompen rápido con el tiempo, pude limpiarlo con mucho esfuerzo,pero ya vi que las gomas internas negras venían defectuosas, otro día recolocando gomitas.
Problema n.3 y más ímportante, el chiller salta con problema n.10, problema motor, me escriben diciendo que revise todo lo anterior, o que si he limpiado el filtro…
Que como sale el aire, que revise la configuración, que le mande vídeo…
Pasan los días, email preguntando si tiene solución…
Cero respuesta.
En definitiva, bañera y chiller a la basura.
Servicio técnico nulo, correos y suerte de que des tu con un problema mecánico.
No tienen soporte en España .

First one lasted 6 weeks and a bulge appeared at the bottom. I got a replacement and this has developed a split along the seam at the top..
Customer services say its out of warranty now.. Maybe I've been unlucky but can't say I'm impressed..