Lumi Therapy Anmeldelser 

I ordered a mini chiller 2 bundle 10 days ago. Since, they haven't shipped the order and don't answer to my emails. I want to get reimbursed ASAP. I don't trust the brand anymore.

I was going to write a review about terrible customer service having bought a chiller that needed to be sent back and then no one from Lumi would return my emails etc for months. But then they seemingly had a new customer service team in that came back to me and replaced my machine very quickly, so initially, terrible and i would completely avoid and then they actually actioned the replacement quickly, so somewhere in the middle.

⭐ 1/5 — Faulty product and extremely poor customer service

I have used LUMI products for around three years, so I was genuinely disappointed by this experience.

I received a LUMI Recovery Ultra as a Christmas gift. When I finally opened it, I found that the drain tap, hose and pump were missing. These were also clearly listed on the packaging as being included in the package contents.

I contacted LUMI through their customer-service form and received an automated acknowledgement, but then heard absolutely nothing for 18 days.

Eventually, I decided to use the tap from my previous LUMI bath so that I could actually use the new one.

Within just three days of using the Recovery Ultra, the external seams completely split.

I contacted LUMI again with photographs and requested either a replacement or refund. I was initially offered 15% off a new bath and some free merchandise. After escalating the complaint, this was increased to 20%.

LUMI have since told me that the missing components being listed on the packaging was an “outdated” misprint, and that because the bath was purchased in November, it is outside their six-month warranty.

My concern is not simply that the product has developed a fault — products can fail. My biggest disappointment is how the situation has been handled.

A premium product failing after approximately three days of use, combined with waiting 18 days just to receive a response to my initial complaint, followed by being offered a discount to spend even more money with the company, is extremely disappointing.

I am currently pursuing the matter directly with LUMI and have asked them to properly investigate the structural failure.

I genuinely hope they resolve this appropriately, and I will happily update this review if they do. But based on my experience so far, I cannot recommend LUMI.

Dreadful experience. the product itself is faulty and does not even work. Customer service is even poorer than the product. 11 days in and still no response.
Didn't look at reviews due the the brand being well known but I wish I had done! I now have faulty product taking up room, out of pocket and no resolution in sight.

Had an issue with a previous product, but was out with the warranty. Holly was really excellent and offered a discount on a new product to replace the defective one.

The lumi max originally was great , plenty of room and kept nice and cool but unfortunately after 12 months the vertical seam on the outer cover near the Tap developed a split which has carried on growing . It’s already at a point where it’s ready for the Bin so all in all a bit of a disappointment and there’s plenty of other reviews which point to the Seam failure as being an issue .

I bought the Pod pro in December 2024. Now July 2026 ( a year and a half) the item loses air and deflates by it self. The pod pro was used regularly under normal circumstances and cleaned.

I learnt that the warranty is one year, so I could not get a repair/replacement. Customer service told me the best they could do is offer me a 10% discount on a new purchase.

For a 300 pound purchase that is extremely disappointing.

Very poor customer service experience. Received the cooler and the plunge very quickly; the equipment was missing some parts. Unable to contact the seller via phone or chat. The seller replied to my email 5 days later. Received the missing parts one month later; the seller informed me the shipment had been lost in transit. The cooler works fine at the moment; it was a very negative first experience.

I've been using a LUMI Recovery PRO since the end of 2023. During this time, I've had multiple problems with the chiller unit, and the customer service has usually been quite responsive.
Exactly one month ago, the chiller unit experienced another fault. I've contacted customer service repeatedly via e-mail and their contact form, but have received no reply other than the automatic confirmation e-mail.

Terrible customer service - don't buy from here! The mini-chiller we bought from Lumi last year has experienced repeated E2 errors (air blockage). The Customer Service is appalling, taking weeks to even answer an enquiry. The unit was repaired and now has failed again, and the same terrible response has finally ground into a "you need this to be fixed but we are not offering a repair service at the moment". We are off to buy another company's chiller unit!!

The product is great however customer service is poor. After a small piece failed still under warranty I was told the part would be replaced but it never arrived and I did not receive any explanation.

My lumi Spa Recovery split after first use.

Have sent multiple emails and had no response.

Now left with a spa I'm unable to use.

AVOID

Terrible customer service. I’ve sent multiple emails and Instagram messages over the past six weeks and have received absolutely no response.

I’ve been repeatedly chasing my return and refund, despite having proof of delivery showing that the item was received back by them. I didn’t even take the item out of the box, so it was returned in immaculate, unused condition and there is no reason for the refund to be delayed.

I’ve now sent five emails in six weeks, as well as messages on Instagram, and have still heard nothing. I’m appalled by the complete lack of communication and customer support, and I’m still waiting for my money to be refunded.

I bought a Lumi Pod Max back about 13 months ago. I have only used it 2 times and a rip appeared down the side rendering it unusable, I contacted the company (Holly) to see if there was anything they could do but they refused to help me even though this product was only used 2 times and just outside the warranty, therefore I would not recommend this product due to the poor quality and poor customer service

⭐ 1/5 – Extremely disappointing after sales support

Unfortunately, my experience with LUMI has been incredibly frustrating.

I purchased a Mini Chiller 2 for around £699 and, since having it, the unit has never performed as I expected. It has never managed to get the water anywhere near the advertised 3°C and the lowest I have managed is around 7°C, and that was after approximately 16 hours of running from an initial temperature of around 15°C.

The circulation also appears to operate for only around 10–20 seconds at a time before stopping for several minutes, which raised concerns that something wasn’t working correctly.

I first started trying to get help with the product on 21 July. It is now 11 August and, despite contacting LUMI for support and following up, I still haven’t had the help or resolution I need.

At this point I’m left with a piece of equipment that cost me £699, isn’t doing the job I bought it for, and I’m seemingly unable to get anyone from the company to properly address the problem.

I completely understand that products can develop faults that isn’t necessarily what makes this a one star experience. It’s the lack of after sales support when something does go wrong.

For a product at this price point, I expected significantly better customer service and communication. Its like they've taken my money and ran.

I would be more than happy to update this review if LUMI contacts me and resolves the issue, but as things currently stand, I unfortunately couldn’t recommend the experience I’ve had.

I am extremely disappointed with the level of customer service I have received from Lumi.

I purchased a Lumi Plunge last year and have only used it around 10 times. It has been well looked after and includes the £40 water plug. Unfortunately, the inflatable thermal cushion that fits in the top has developed a fault.

I have sent numerous emails asking the company to help locate my order so that they can assist with the issue, but I have received no meaningful response. My emails have simply been ignored, leaving me unable to resolve what should be a straightforward warranty or customer service enquiry.

The product itself has seen very little use, so I would have expected much better support from the company. Good customer service is just as important as the product, and sadly my experience has been extremely disappointing.

I hope Lumi will finally respond and resolve this issue.

Faulty chiller, zero response after 6+ weeks and multiple contact attempts

I bought the Lumi Pod PRO bundle with the Mini Chiller. It stopped working after just two weeks of use — the display now shows an E4 error and the unit won't pump water in or out at all.

I emailed Lumi directly on 21 June to report the fault and only received an automated reply, no follow-up from a person. I contacted them again on 6 July, this time through the website contact form, and again received only an auto-reply. It's now been well over a month with no human response of any kind.

For a product in this price range, I expected at minimum a working item, and at the very least a functioning support process when something goes wrong. Based on other reviews here describing the same chiller failures and unresponsive support, this doesn't seem like an isolated case. I'm now pursuing a chargeback through my card issuer since Lumi has given me no way to resolve this directly.

I am attempting to buy an ice bath and chiller. I have asked a series of questions, and have been consistently ignored. I have read a lot of other reviews saying their customer services is dire when you have purchased an item and have a problem - even in the 30 day initial period and warranty time. As I am trying to buy an item without success, I will take the advice of these people who have had bad experiences and buy elsewhere. These are the questions that Lumi refuse to answer:

1 What is the difference between a pod pro and a pod pro 8?

2 Does the integrated ozone filter ever need changing?

3 Should the chiller be running constantly or do you switch off at night?

4 Can the tub and chiller be left outdoors in all weathers? Are there precautions to take?

I can't understand why Lumi have repeatedly ignored my questions. I am asking for their advice to be able to care for the product and have given Lumi many opportunities to help me understand how to do this. Like may people, I plan to use the bath outside and keep it outside, but I need help understanding how to do this and protect the product. I can only conclude they are not confident with the robustness of their product for outdoor use and that there are problems with the ozone filter.

I have a had an excellent experience so far with getting information from MyoMaster, whose customer services are easy to reach and who go the extra mile.

3rd ice bath from them very poor quality customer service crap. Don't buy. Had 2 £149 which didn't even last 6momths so decided to get a £349 Pro one which seals have gone now where its jointed

Purchased the Lumi recovery ultra. Item arrived with no pump, drain tap or hose. I’ve contacted Lumi but no response.
Thankfully we have tools - so we put the tub up according to the instructions and used it all of twice.
Went to use it one morning and there is a giant rip down the side.
I’ve contacted Lumi service (again) and am awaiting to hear back.
Not a good product at all - avoid.