Flos Reviews 122

I have been a loyal customer of FLOS in Italy for years, and I never expected such an appalling experience from a brand of this stature. On March 6th, I received a table lamp that showed clear signs of use. I immediately followed the return procedure as outlined in their terms and conditions.

After no response, I followed up on March 10th. On March 11th, a customer service representative finally replied, asking for photos of the product, the damage, and the parcel in JPEG or PDF format. I complied immediately, sending all requested images in JPEG format and asked for confirmation and next steps.

No reply came. On March 16th, I followed up, and I received a copy-paste response asking for the same photos yet again. I explained that I had already sent them and attached a screenshot of the original email as proof. The representative responded that the attachments were probably lost because the email had been forwarded internally—a claim that contradicts the direct reply thread. On that same day, I resent the photos, now as a PDF, and requested confirmation of receipt multiple times.

By March 19th, no confirmation had arrived yet, so I followed up once again. On March 20th, I was told once more that they “did not receive anything.” At this point, I had no choice but to file a credit card dispute, as FLOS refused to follow their own return policy and made the process intentionally impossible.

This is not mere incompetence—it is a deliberate stalling tactic, and it is utterly unacceptable from a brand of FLOS’s reputation. For an established Italian company that I have trusted for years, this experience was profoundly disappointing. Customers beware: the product may be fine, but the customer service is obstructive, unresponsive, and seemingly designed to frustrate you into giving up your rightful refund.

For a company with such beautiful products. Their customer service is an absolute DISASTER. I don’t even know where to begin. From undelivered products. To excess shipping charges on checkout. To unresponsive phone attendants and email inquiries. I would have stopped buying their items long time ago. But I am stuck with their lamps that need bulbs etc that only they offer. Do better Flos.

I bought Flos cone lamo mid year 2025. Installed it in my new home in Aug 2025. After less than 6 months of really liow use of lamo (cca 30 min daily) light stopped working. I first thought floor switch was broken bit it was determined that all is ok with it. It turns out LED light bulb is broken. Tech spec says light bulb is replacable bit customer services simply refuses ti send instructions how to change it. So I need to buy a new 700 eur lamp as company lies about bulb being replacable. They just responded that they will use my feedback to improve future products. False tech specifications and issue of low quality product they refuse tonaddress.

So count on replacing 700 eur lamp every 6 months.

I bought an expensive $3,595.20 sky garden pendant in matte rusty brown and less than 2 years later the matte brown finish is cracking all over and dissociating from the fixture. I have reached out to Flos customer service but they didn’t respond to my emails. After I posed a bad review on trust pilot, Flow finally reached out and told me they were shipping a replacement pendant but to this day (2almost 3 months later) I still have not received anything.

I have a Flos Arco lamp costing c.£2k. Following a recent house move, the one and only fixing screw has threaded (poor quality). I contacted customer service asking them to kindly replace this £14 spare part free of charge and they refused, saying the lamp was out of warranty. Disappointing to see a premium brand care so little about customer satisfaction that they refused such a simple chance to maintain my goodwill.

Buyers beware. FLOS will not honor its return policy. Customer Service is essentially non-existent and will ignore you. Despite having sent numerous emails and calls to Customer Service, providing all necessary information about the return, which FLOS received on October 14, Customer Service shamelessly responds each time that they are performing all necessary checks regarding the return. This must be a lie because it does not take 2+ months to process a refund. FLOS is deceptive and shameless. I strongly recommend against doing business with FLOS unless you want to be cheated.

I received BELLHOP FLOS two years ago as a gift and suddenly stopped working two days ago. Reading into the company comments made me realize that the programmed obsolence is so blatant that I really think this company should be held accountable. After all, is a very expensive lamp.

I bought a glass pendant lamp. It arrived completely shattered (into a thousand pieces!). I’ve called and written to customer service several times, but after three days no one has replied to arrange a pickup or deliver an intact product. Terrible customer service. I absolutely do not recommend buying from them!

really poor quality, cheap plastic product. unresponsive to a refund request for a week now.

update: unresponsive for 2 weeks now. dozens of emails sent and still unresponsive.

update: unresponsive for 4 weeks now.

Bought a Flos bellhop from The Conran Shop which stopped working after 2years when out of warranty. It cost around £245. There is no easy fix and an electrical repair shop say it would cost almost the same to get the parts to replace. Flos customer service just replied that out of warranty means they are not responsible any more. This is poor design and poor function for an item at this price point. I can see many other people have had a similar experience so why don’t Flos try to fix the issue and compensate customers? Reply posted by Flos below is completely meaningless and unhelpful.

Beautiful product but unreliable and unfixable. Bought two lamps incl Kelvin. Broke after 2 years. No way to change the light source. Have to repurchase 80% of the lamp after talking to customer service who basically told me "tough luck" and was not even surprised the product stopped to work.

Bought a Flos USB light. I only use it very occasionally but have to constantly recharge. Even if I leave it fully charged bit then don’t use for a while, it needs charging again. Very unhappy especially given the price 😡

Thank you for replacing my pendant. I “get it” now that the retailer should deal with any issues. All’s well that ends well!

I ordered a Flos Bellhop Floor Lamp in red, but received green. I requested a refund, yet they created a replacement order without my consent. I canceled that and returned the lamp on July 7.

It’s now been almost a month — still no refund. First, customer service promised I’d get it within 10 business days. Then they promised an update within a week. Both promises were broken. Today, they told me they’re “not the right department” and will just “pass it along.” The customer service center has been consistently unresponsive, offering no real help or follow-up.

This is by far the worst customer service I have ever experienced — zero accountability, zero urgency, and no respect for the customer. At this point, I have no idea how much longer I’m supposed to wait, or if I will ever receive my refund.

If you are considering buying from Flos, think twice before you order.

In early May we had an "attempted delivery" for a lamp which was returned to sender (we were here the whole time, no delivery was attempted). Since then, Flos has made it impossible to schedule a redelivery or a refund. Every email had a vague "we'll keep you updated" reply until they stopped responding at all. Their phone line just has a repeated busy message.

This company is a scam, beware.

My Floss Bellhop lamp spontaneously cracked. Admittedly it has been hot in London. The lamp was off. I contacted Flos and submitted photos . Their response was to take it back to the supplier to have it repaired. There is a massive crack in the lamp which clearly cannot be repaired. They were unconcerned that their product, an expensive lamp, just spontaneously cracked. Very poor response

I placed an order with flos two weeks ago for a $3,000 lamp parts I bought from them years ago when they were a real, reliable company. This time, it’s been nothing but a mess.

The website said “ships in 1–2 days,” but nothing has shipped. I’ve called support every 3 days — no one provides a proper update or ETA. Just vague promises like “we’ll double-check and get back to you.” I’ve received one email saying it was “fulfilled” and to wait another 3 business days. Still, nothing.

I called again 4 days later, and a rep told me they didn’t even have my order in their system. That’s unacceptable.

If you’re considering placing a expensive order with flos — don’t. They’re either grossly disorganized or operating under fraudulent practices.

I rarely write reviews let alone negative ones but my experience with flos was so terrible I felt it deserved one. Honestly even giving one star is being generous. I ordered a snoopy lamp that unfortunately did not work and was not turning on. I reached out to customer service and they sent me a second base. Again, it was not turning on. I ended up sending both bases back and they claimed they repaired one and then sent it back. Surprise, it was still not working. When I reached back out to customer service they told me to reread the instructions and "hopefully" I'll end up with a working lamp. Hopefully?? I should be GUARANTEED a working lamp. When one pays $1,600 for a lamp from a supposedly reputable company, the expectation is to receive a working lamp in pristine condition. Additionally, the instructions are pretty much screw on the light bulb and tap the power button. What is there to miss??? The worst and almost laughable part about all of this is that flos came to the conclusion that it was MY fault that all the lamps were broken. Seriously? Of course they provided zero transparency and offered no evidence how this was my fault. Mind you if you know what the snoopy lamp looks like, the base is essentially a cylinder of marble with a light bulb screw and a power button. I don't have access to any internal wiring. I'm certain that they went this route because they didn't want to take accountability for their poor quality products that can't be fixed and also negate the warranty. Apparently the warranty is not valid if the breakage is on the customer. On top of that, to add insult to injury, they said I can PAY for a new base for 10% off. How generous. Even if I did end up purchasing a new base, I'm sure that wouldn't have worked either. I ended up having to go and pay for an electrician to diagnose the problem. In the end he was able to get the lamp to turn on but the on/off switch function of the knob was still not working so the lamp can only be turned on and off by manually plugging and unplugging it. Apparently, there was an issue with the fuse AND the circuit board that controls the on/off tapping feature doesn't seem to even be connected to any wiring. He confirmed that there wasn't anything that I could have been doing to cause any of these issues. He said that I could purchase a dimmer from flos (it had to be from flos in order for it to be compatible) and that would be the only way he could make it work without having to manually plug it in. Reluctant because I didn't want to give flos any more of my money, I went ahead and ordered it because it was better than nothing. I ordered it May 22 and it is now June 26 and I still haven't even received the dimmer. I have to say, for an "established" company, flos is a SCAM. From their faulty, low quality products, to their sketchy customer service this company does not deserve your patronage. I wish I read these reviews earlier and just asked to return the lamp for my money back upfront instead of waiting to get it fixed. I thought that perhaps I was the only one but seeing all these other reviews gave me affirmation. I'm sure there are countless horrible customer service experiences that are not shown on here as well. If you're lucky enough to be reading these before purchasing, I strongly advise you to stay away. Unless you want to have this much stress over a simple lamp.

Flos Superloon bought for 4K. Dark spots on the lamp after 1 year, gets repaired. Again dark spots couple of years later, get quoted 2,7K for repair.
Absolutely ridiculous. A 4K lamp should last longer with normal use. Especially given it's a recurring problem.
Zero customer service; Flos take zero pride in their own workmanship and just overcharge.

I wish I had read the Trustpilot reviews before buying a Flos product. Avoid this brand.

EDIT: After having been contacted by FLOS they offered a solution at a reduced price.
I hope the new lamp lasts longer, but can confirm Flos made the effort to rectify the issue.

The designs are stunning, but unfortunately, the quality of Flos lamps doesn’t seem to match the price point. We own a Gustav lamp where the on/off button stopped working after relatively few uses. The battery life is also poor, meaning the lamp spends more time charging than in use. It's now just out of warranty, so Flos won’t look into it.

Additionally, our Bellhop Floor lamp has started to come apart—the top section has come unglued, despite only normal use.

Both issues give the impression of a certain flimsiness, which is disappointing given the otherwise beautiful design and the brand’s reputation.

Based on our experience, we’d recommend considering alternatives that offer more reliable build quality for the price.