Lumi TherapyReviews 

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..

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