Lumi TherapyReviews 

Excellent service from initial order, to installation. The Sauna is fantastic, very high quality.

10/10
For customer experience we had a small issue with our Lumi tub and without hesitation it was delt with and a new part was sent out . It’s this kind of service that keeps customers .

We have Cube Chiller and after about 9 months I noticed it didn’t seem to cleaning the water as well as it had been. I contacted Lumi and an engineer sent on a video to make with a few things to check. I followed his instructions and was able to fix the issue in minutes! It is back working now and I couldn’t praise Lumi more for the quick response and the easy way they found to solve my issue. Larry

Pod max ultra returned on 29/12 for refund. Royal Mail needed three attempts to deliver as business was closed. First email sent on 26/12/25. No reply until 06/01/26 after several email attempts. Assured a reply the following day by Rachel. No reply, chased several times since and no response.

Tried the chat function but can’t sustain the time needed to get a response.

Business does not have a customer service telephone number.

Partner ordered at the same time and received the wrong colour product which was also defective.

Really poor customer service. Still waiting on refund…..

I received one of the Lumi 'premium' Ice Baths as a Christmas gift in 2024. The pump was broken on arrival, no problem, I found a different one. Next the stitching that the legs sit in ripped after six months on 1 and then 3 of the legs leaving it lopsided, but it was still useable so I continued. After 9 months the UFO thermo lid seems gave way, again the bath was still just about useable but was less effective at staying cold without the insulating lid. Finally, the seeming on the inflatable ring on the outside of the bath gave way, this time really making the product unusable. I contacted Lumi customer service who asked for photos which I provided and they responded by saying that because the bath had been brought before Christmas, that despite the complaint going in less than 12 months from me actually getting the product, they refused to provide a replacement. Lumi advertised ordering 'in time for Christmas' and then refused to admit responsibility for poor manufacturing.

I would not recommend their products to anyone and if you are considering purchasing, be wary that it's unlikely to last 12 months.

I had my **Lumi Therapy Sauna PRO** delivered and installed today, and I couldn’t be happier with the experience. While looking for a home sauna, the Lumi Therapy team took the time to understand what I was after and clearly explained the different options—no pressure, just really helpful advice.

The delivery and installation were handled professionally and efficiently. Setup was quick, and the team walked me through all the settings and how to use the sauna properly, which I really appreciated.

From the initial enquiry through to installation, everything has been smooth and well organised. The customer service has been excellent, and the sauna itself feels genuinely high quality.

This really sets the standard for premium wellness products and customer service. I wouldn’t hesitate to recommend Lumi Therapy.

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.