August 24, 2016
Location: Dallas, TX
I purchased the Wireless Video Surveillance System with 7 inch Monitor and 2 Cameras LW2742-W; camera security system. The setup was easy, the picture quality on the tablet they gave you wasn't that great and the fact that if you only have 2 cameras you can't change the setting to split the view of 2, but has it split into 4 whether you have 2 or 4 cameras.
However, my biggest issue with this company is returning the item I purchased. When I purchased the item, I thought it had the capability to connect to cameras by phone or computer, but found out I purchased the wrong one. I received the item on Monday, August 8, 2016. I have been contact Lorex everyday to every other day to obtain a return authorization number and the instructions to return my product.
My initial plan was to exchange the item I purchased for the Flix Cloud capability cameras, which cost more than the ones I purchased, but after going through all of this to return a product I do not want, I just want my money back and never to have to deal with this company again.
The customer service reps are nice once you get them on the line, but they tell you they are going to do something just to get you off the phone. They have not done what they have promised to do 1 week ago, which is to send me the information I need to return the product and receive a refund. Additionally, I am unable to process the return on my own because according to the Lorex website, my order is still in the warehouse and hasn't been shipped yet, but I have had the product for over 1 week and they still have not updated their system.
Last Wednesday (8/24), I spoke with a Customer service Rep, who told me I will receive the email in 24-48 hrs. I called on Monday, August 29, 2016 when I didn't receive an email, and the customer service rep proceeded to tell me the same line I was told the previous Wednesday, so I requested to speak with a Supervisor, I was placed on hold for 20 mins and then spoke with a person named Keith, who stated he was a supervisor. Keith told me I should receive an email by the end of the day, so when I didn't receive it by Tuesday morning, I called back and spoke with a person by the name of Jason, who told me he was personally emailing me my return authorization number. But here it is Wednesday, August 24, 2016 and I still have a product I don't want, I still haven't received my money back, and I still haven't been given the instruction to return the unwanted product.
The prices are reasonable, however, based on their actions or lack of action in the situation I am having shows them to be untrustworthy and NOT worthy of my business.
I just want to return the product and receive my return.
Our apologies for any difficulty you experienced. We were happy to get this resolved for you.