Lumi Therapy Reviews 4,909

Had a recovery max pod since oct 2024 and it developed a leak by the tap and a slight rip on a side seam - causing the pod to bulge even though it wasn’t fully bursting open. Contacted customer service who immediately sent out a whole new pod for me under warranty. And since October they’ve improved the basic model so my replacement feels better quality! Amazing customer service and great products. I’ve been dipping daily since Feb and love it.

difficult review to write this one but I feel I need to .
I purchased a tub and chiller in may and the tub is brilliant love it and great size ......the chiller where to start it went wrong within a month or so and stopped with an error code , Lumi responded and gave some advise and ultimately collected the chiller for inspection and informed me that the chiller would need replacing but unfortunately this would not happen until the end of august due to out of stock , in the meantime they offered an American one with a converter , when it arrived it blew the all house system up and I decided to sent it back and wait for the replacement , last week after chasing they refunded me the chiller costs but now I have no chiller at all .They did offer a potential discount when back in stock . 2 members of the company did communicate well with me and also called me to speak to me once I requested a call and very professional . ultimately my disappointment is I had no chiller all summer and now we are going into the colder months ...... and i have no idea what to do in terms of chiller now considering buying and upper market solution , I do fear the mini chiller has a string of problems ....I have seen many comments online about it . I feels like the employee are really trying their best to support the clients as quick as possible but really questioning the staffing levels and leadership maybe needs to focus on supporting their staff and improve quality , so to Amber and Anita thank you for supporting and really try to help ...to Lumi Leadership a little disappointed I am afraid

Really poor customer service. My product was not working properly and I found the overall experience trying to get support as a challenge (and it went on for weeks and weeks). You can’t speak with anyone and response times are inconsistent - there was a problem with the phones in the area and then I was told they are moving offices!!

I would not recommend going with this company - they don’t value customer service.

The top ring on my newly bought ice bath ripped off of the top of the ice bath making it un - inflatable and compromising my ice bath.

I emailed Lumi’s customer service about it.
My issue was handled by Rachel Chappell she was polite professional and prompt with dealing with my issue.
I felt reassured, respected as a customer and received a replacement ice bath inline with my warranty the following week.

Great work Rachel and Lumi 🙌

I bought my second ice bath, upgrading from the Lumi recovery pod to the inflatable pod pro. The lid got a small slow puncture so I emailed to see if there were a repair kit I could purchase or just get a recommendation. Its been several weeks and never had any response apart from the automated message receipt.

Had two pods- both popped soon after and customer service could not care less. GO ELSEWHERE.

I received the most efficient, speedy and understanding customer service I have ever had.
Rachel @Lumi responded very quickly, I provided the information and evidence required,
without any queries my product was replaced without an issue.

Product is great and customer servicr amazing. Bought the sauna pro
Quick delivery (inside 2 weeks)
Power lead and handle were damaged but Anita sent replacements straight away.

Please reply. I’ve had a great experience with Lumi over the years (buying 4 ice baths as gifts and for myself), until I encountered this problem. When I bought the pod pro with cube chiller in May, it broke after 2 weeks. It’s still being fixed (it’s the 30th of July today), with the only updates I get being “we will update you when we have an update”. Please provide me with an email that will reply quicker than once every 3 business days.

Contacted lumi for some replacement parts to my pod max, they were very quick to respond. I was prepared to pay for the parts but they sent me a completely new ultra pod max within a couple of days! Unbelievably good company all round!

Absolutely love Lumi ice baths, so much so i keep upgrading them. It was when i bought my third ice bath that i experienced an issue of MY OWN MAKING and had to contact customer support for advice. The Lumi customer support solved the issue right there and then, sending me an additional part at no charge to me. Lumi did not have to do this at all as the issue was mine and no fault with their product or company. They could have even charged me for the additional part if the wanted too but chose customer service and satisfaction over the income to them. So to sum up Lumi Therapy: fantastic products, fantastic prices topped up with fantastic customer service. I absolutely would recommend Lumi to anyone. Thank you Lumi Therapy

Unsure.

The ice bath I am using is good. Not great. Just good. There are a lot of competitors that lumi have and I was struggling to choose which one. After receiving the ice bath I found out it was missing the pump even though it stated it had one. After contacting lumi they said they would send one out. I then noticed that the UFO lid kept losing air, so I contacted them and they sent me a new one which was then faulty. After contacting them again they asked me to pay delivery but I refused, then they eventually sent me out another one which when I received turned out to be the completely wrong one and was for a different (cheaper) pod.

Now I’m here debating whether or not to return the whole thing just because of how stressful this all is

I love the products and customer service is fab!

I started my cold plunge journey back in Dec '23 with a LUMI pod for XMAS. Made a few orders since then and had a replacement under warranty and everytime I've contacted customer services they have gone above and beyond, I haven't dealt with another company who actually seem to care about your experience as a customer. LUMI are the only company that I will stay with for all my cold plunge needs

Terribile customer care. Bought chiller, expensive purchase. Stopped working just over 30 days. It took 2 weeks to collect as they alleged they could not open videos sent. Then they say 14 days for a technician to see product. They rarely respond to emails. Refuse to respond to request for replacement or refund. They also refused extended warranty which they offer on website. Awful experience from a company that promote mental health and well being. Still waiting!!!

Great after-sales customer service, after 11 months my ice bath developed a fault. After a few emails a new ice bath is on its way to me, so my cold plunge obsession can continue! Thank you so much.

Have a Pod Pro since January, great product (useless without a chiller), it developed a fault in June, I contacted customers service & they replaced within a week, no hassle, excellent customer service. Paul

Terrible customer support

Will only talk via email

Ignores most things you say and responds sporadically when they feel like it

Left us with problem products and no help

Great customer service…thank you.
Ordered 2 recovery pro pods one as a present for my son. Delivered quickly no fuss and a doddle. Both now regular dippers. We had a problem with one where the base and wall seam failed after 11 months. Contacted customer service thinking this is going to be a faff…. They responded same day checked my details on their system as I can’t find the receipt email and sent out a replacement base with 48h all sorted. Massively appreciated. Going to add the chiller unit next.

I ordered the Pod MAX Ultra Ice Bath on June 17 2025 from Greece and LUMI made the mistake of not including custom clearance costs. TL:DR 20 days after and c. 15 emails back and forth (last ones got ghosted by LUMI) Greek customs is sending package back. To top that, their customer support line is not answering.