Products are fine, price is fine. But their customer service is beyond terrible! I can't believe how terrible it is. Just a heads up folks. Lorex should be ashamed of themselves. Hopefully FLIR that bought them takes care of this.. read more

Do not buy directly from Lorex unless you don't value customer service. We had to return our items because they failed to ship all of them via the expedited shipping we paid extra for. Even though they've now had our returned items for over 14 business days (they claim refunds take 10-14 days), it took three phone calls (each time them giving me the run around) and messaging them through Twitter before they processed a refund. Worse, to even talk to one of their employees, on two of those calls, I was on hold for unreasonable amounts of time (excess of one hour). They also refused to compensate me for the return shipping cost despite the fact that the only reason we had to return the system was that they didn't use expedited shipping in the first place. Clearly they don't value customer goodwill. Bottom line: I would NEVER recommend Lorex to anyone else. Simply dreadful, dreadful customer service, assuming you can even get in touch with them. read more

I could not give this company a worse review. I would be very careful in purchasing anything from this company. A couple of years ago, my wife and I purchased a monitor and two camera system for our small children. We installed one camera in each bedroom. Late last year (October), the monitor stopped working. As a result, we reached out to Lorex customer support for help. We were willing to pay for a new monitor and simply needed help in sending the correct one to us. That was the beginning of a nightmare that has wasted in excess of 15 hours of phone time with more than five customer service representatives. After the first call in October, Lorex sent us on old monitor and one camera. We had no problem with what they sent, as long as it worked. However, that monitor did not pair with the cameras we already owned. And since we have two children we need two cameras. Following that, we had Lorex send another camera that was supposed to be compatible with the monitor and camera they previously sent to us. The camera we received from that shipment did not pair with the monitor and camera they previously sent to us. Right now we have been without a monitor and cameras since October. It does not seem to be that difficult to send us a monitor and two cameras that are compatible. Every step in this process has taken substantial time, on a weekly basis. We often give our callback number during peak call times, yet never receive return calls. Currently, customer service has been unable to read the notes of our calls has "it has been down for weeks." We have the following ticket numbers: 506990 and 31629. There may be others. At this point, we have largely given up hope that we will ever receive a monitor and cameras that are functional. Lorex customer service should be appalled at how this has been handled. A consumer who is thinking about buying a Lorex product should be warned before they do so. EDIT-After the above posting, we were contacted by a very competent representative of the company named Jenny. She was able to quickly bring this matter to a resolution and get us the equipment that we needed. I wish we would have had someone as competent as Jenny from the beginning. read more

We have had Lorex outdoor surveillance cameras for about a year. During a recent rain storm, a cable on one of the cameras was damaged by water (why an outdoor product can't withstand rain is a mystery). My husband tried to contact Lorex to find out where to get a replacement cable but was either put on hold for ages or never got a requested call back. The one time he finally got thru, he was rudely told to try eBay or Costco! Why sell something you won't support? We have to go to an auction site to try and find a part!?! Just as an fyi, Costco doesn't sell parts! When my husband asked to speak with a manager he was put on hold and ignored. We've also tried emailing consumer support only to be told we reached the wrong department - no offer to redirect our message. We are now left with a camera that is useless because we can't get a cable. Heaven help us if our other cameras fail!! read more

Horrible customer service and company. Do not purchase their products. You will not get any help when you have trouble. They do not have the option to have techs come to your home and help you, because all of their customer support personnel are not in America but instead in a different country. So when you finally are able to get someone to pick up your call, they will have a heavy accent and simply tell you, your product is defective and you should return it. I am disappointed in COSTCO for allowing this product to make it into their stores. read more

My company placed the equipment in service about a 1 year ago, since then we needed to call tech support twice. the first time it took a month to get someone to call us back because of an issue. The tech support person had no clue and made us reset the NVR. This time after an update that was pushed out the NVR crashed rendering the unit useless, I have been waiting for a replacement NVR since October 26th, every time I call in they transfer me to another department where I'm placed on hold for hours. They are quick to take a credit card to ensure you return the defective unit, but certainly don't want to part with a replacement. I would never recommend this company, spend the extra and get something better. read more

BEWARE OF LOREX: Bought a Lorex camera system through Costco. Fairly easy to install and instructions were clear. Everything hooked up well and started up just fine. Two nights later, one camera, then another started to fail. I tried to call Lorex. After waiting 1.5 hours on hold, was told to reboot the system, then told I didn't install correctly, then told I must have cut a cable, then told it was the cameras. While getting ready to ship the defective cameras, two more went out. No call backs on where to send cameras. I located the email address of the Lorex CEO on the internet and sent him my concerns. Like magic, a customer service person called my home the next day. Was told that Lorex was having 'known problems' with their cameras and systems. I sent in the bad cameras and received new cameras two weeks later. After a week, two of those 'new' cameras went bad. I then decided to call back Lorex, but no one ever answered. I boxed the system back up and returned it to Costco. Thank goodness Costco has a great return policy. These cameras and junk and their Customer Service is beyond bad. BEWARE! read more

Do NOT TRUST THIS COMPANY! I did for two years and was very happy, now after being bought out/ server upgrades I've got two very new systems that do not work, some cameras weeks old. New cameras promised numerous times...never sent... Home DVR system no longer can be viewed remotely.. ( had computer tech firm confirm it was their app) I'm so tired of repeating this information but people need to know. Call lorex, I dare you, sales, pretty quick to pick up sometimes .. BUT TRY TECH SUPPORT ETC.. NOOOO WAY, I've got about 6 proven hold time hours, sometimes only to be hung up on . I've been trying them since July, looking to get my promised cameras, I mean it's sad, mine again some brand new are junk thanks to their upgrades. I've got all kinds of written promises, and the beautiful fake order numbers from them. Recently LOREX HEAD OFFICE responded to my report to the BBB about them., Lorex said a big boo hoo, so sorry to hear that,.. we don't know how this happened!???? Yeah. Ok So I will take to social media, and warn all that I can,AND I'm in contacts with the Federal Trade Commision, because of deceitful practices.. I have all of the correspondences between us, I told this story to Night Owl security cameras, and they weren't surprised, just bought a system for the office from them.. again, I loved ,,key word LOVED ,my Lorex prior to this all, ( 3 systems) Too I just received a response from my Trust Pilot review, it came from Lorex as well, but the " feedback section ". They stated they'd " look into it" if I sent them an email.. I did, we will see, I'm not holding my breath. So LOREX, BEFORE you want to respond to my rating, here's some numbers.. Order number 24153473 came from your " HEAD OFFICE"?? Or ticket number 73204, Or ticket number 00848574, Make things right!!, get a tracking number to me, and I'll slowly come around and try you again. S Newman **************UPDATE*********** *****************UPDATE. 10/14/19******* I just got home and there IS a package from Lorex Technologies, There is , it seems a 2 camera system that has arrived, I did have 4 cameras that are now bad, but it seems that they're Starting to make good hopefully on the past 3 mos. I am STILL holding on to the fact that up until the changeover, I could count on them, I'm going to run with what they send me, and slowly start to come around . I wish that I could pinpoint origin of this order, because I've tried and tried every avenue that I could, and somehow one of them if definitely the route to take. So I say to LOREX; these two cameras will get me up and started, and I Thank You, I'm hopeful that the other two will arrive sometime to make me whole again. read more

Horrible customer service and TECHNICIAN - JAVIER. Do not purchase their products. You will not get any help when you have trouble. I CURRENTLY OWN 4 LOREX SYSTEMS. Jumping through hoops to get replacement cameras. I PAID for warranty. I called yesterday and was asked for the camera serial numbers. Today I am asked for the model number. Deeply troubled by the unreasonableness of the technician. It is time start buying another product like SWANN. read more

Worst customer service. Do not buy this product. There are better camera systems out there. Cameras stopped reporting to the app, the customer service will not respond. They keep sending emails weeks after requesting information on the issue. I have emailed three times what the issue is. First time was a month after, second time slightly over a week before they responded, "we are closing your ticket unless we have more information about your issue". They have my phone number. I have never been more dissatisfied with a company. DO NOT BUY THEIR PRODUCT!!! read more

This system has given us trouble within 6 months of purchase. One camera went out intermittently. Contacted lorex customer support and they walked us through trouble shooting for 2 hours. Stated the warranty ran out and they couldn't help anymore. We dealt with it until more cameras did the same thing. Eventually 2 cameras went dead. Contacted Lorex again and was on the phone with them for another 2 hours going through trouble shooting. At the end with no help I spoke to a supervisor and he stated there was NO DOCUMENTATION that we called back when we had trouble the first time. How convenient. I explained to him they said my warranty was no good after 90 days. And this technician says 2 years. So if my cameras where under warranty the first time then why wasn't I given a replacement then? They have no idea how to take care of their customers. read more

Bought 3 Lorex LHV221600 from Costco two years ago. Have used Lorex for years for all my Retail business and now when I need help Tech Support keeps asking questions after questions and keep passing the buck. I spent several hours yesterday and also today. I was told today to call customer service Tech Support cant help me any more. I am on the phone with a gentleman right now as I write this review I already feel and know the Answer. Have answered same questions several dozen times who I am and my address and other things. I am forced to go to another dvr company not by choice but maybe I have no choice. I am sure Lorex does not want me to do that but no one cares. I will update the review after this call is ended. Finally they replaced the units today for minimum charge of 300 dollars and I purchased extended warranty for two more years...Priyanka was awsome god bless her.... read more

HORRIBLE CUSTOMER SERVICE! I purchased multiple cameras from Lorex. One didn't work so i tried to return it (2 weeks after buying it...waves on the image). They told me i had to troubleshoot it first. I'm a business owner. Do i have time to troubleshoot it myself? Uh no. DO NOT DO BUSINESS WITH THIS COMPANY! read more

Absolute worst company i have ever dealt with. the camera system is useless at night. Ive been on the phone with their terrible customer service more than 60 hours over the last few months. Iv been told i cant have plants in my yard. Its too dark. Its too bright. I cant have a white vehicle. Cameras cant pick up thing walking toward it. Cant pick up things walking away from it. Its normal for people to fade away and disappear. you wont be able to recognize people even if they are only 20 ft away even though they advertise 150ft. I have to get my attorney general involved at this pount read more

Very low quality customer service 1. Low attention to detail, organization problems, and communication issues: I ordered a specific type of replacement cable from them. They sent me the wrong kind. I contacted Customer Service to get it exchanged. They promised to send the correct one within a week. After several weeks, the new cable still had not arrived. In response to this, I called to find out what the issue is and they replied that they were out of stock. 2. Very long hold times: Every time I've attempted to reach their Customer Service department by phone, I've had to wait on hold for at least an hour and a half. In one instance, I waited on hold for 2 1/2 hours (literally) before a Customer Service Rep picked up the phone, and then they dropped the call after 15 seconds of speaking with me. What a shame. I can't use this product because they are not capable of supporting it! This company has lost my trust. I do NOT recommend the purchase of Lorex products to anybody. read more

UPDATE on Lorex Technology: If you have a similar situation where you are unable to get a refund for returned equipment, contact feedback[at]lorextechnology.com and ask for William Moyer. He was able to help me get a refund. I still would not buy again from the company or recommend their products, but at least I got my money back even if it was a huge hassle. read more

Don't buy Lorex systems, i bought more than 50 systems and all have serious problems... their server suck, not enough speed for their clients. Serious lag and freeze of main stream on cellulars and computers. Their service is abominable too... they will make lost your time and money. read more

DO NOT BUY THEIR PRODUCT. CHEAP CRAP that will fail. They have a clever way of dealing with warranty issues. They start off soo friendly and slowly drag the issue out for months!!! I have followed all their steps to resolve an issue with TWO cameras, two BNC cable and the "splitter'. They "helped" me through the process to "trouble shoot". After two long months they said "we will take care of this and send you new parts". A F'in week later they have just informed me that I will need to take the whole system down and mail it back before they will repalce the defective items. read more

In October of 2018 I purchased a set of 4 outdoor cameras & HD (online). In November 2020, I contacted tech support to tell them that one of the cameras had stopped working in February. Although warranty had expired 30 days earlier, Abby agreed to make a "one time" replacement of the battery & charger as long as I would send pictures (which I did) of the mounting location and battery which had melted & fused to the power supply. Impressed by his effort, I asked to be transferred to sales and I purchased one more camera with solar power for over $200. Today, seven weeks later, I had still not received the promised replacement parts, so I called and repeated my story to Dwight and then to Jill, his supervisor. An hour later I received a call from the 3rd tech support agent of the day, Vitaliy of your Markham office, who raised his voice and rudely told me that I was out of warranty, I was not getting a replacement and then abruptly hung up on me. Why did Abby lie to me on November 30th? Why did the next 3 support techs all refuse to listen and keep repeating "you are out of warranty"? As I told all 4 of them, I know I'm out of warranty (by 30 days) when I called but it stopped working "during" warranty period and Abby promised. Why was I so rudely treated by the last support rep in Canada? He treated me like some criminal trying to cheat Lorex. [However talented you believe him to be in his capacity of level 3 tech he has no business dealing with people.] After, I was hung upon I called back and spoke to Alejandro (sales) and Daniel (customer service); both in Colombia. They were very empathic, polite, and apologetic. I told Daniel that given the insulting attitude by Vitaliy I would want to return the additional camera I had bought just 7 weeks ago as it is in my office; still in the unopened box. Daniel complied and said he would send a return tag. I am thoroughly disappointed & disgusted by the treatment by Lorex employees, especially Vitaliy!!!! read more

This company advertised Black Friday deals starting at a specific time. I was online twenty minutes before the item I wanted went on sale. I picked the item and went directly to checkout. I have purchased a lot of items online from different companies and no how the system works. I actually have an account with this company from past purchases. When I went to put in my zip code, their system kept saying "error in zip code." Really? This is Lorex's way of not selling the products they advertised on Black Friday. When it finally accepted my original zip code, I was told at check out that the item was sold out. This is the WORST website I have EVER encountered! They will make excuses that the volume was heavy, but don't buy that. When an item for say by Lorex seems too good to be true, believe what I say, it's too good to be true. It's nothing but a scam to get you on their website and purchase more expensive items. If you don't want to believe me about my review, read the other Yelp reviews. This is all based around customer service. A little added note, I called the company and was told I would be on hold five minutes, twelve minutes later I was helped. It's time that customers know how the companies are run and to buy products elsewhere. They are a Canadian company, buy American! Read Joseph B's review below. The company is misleading the public with their advertising. Don't buy from this company. read more

EDIT: I did finely speak with a sales person after several emails and phone calls that had enough sense to send a camera which I had to remove the plate then send it back. Sad. After weeks of haggling this does not excuse the worst customer service ever! Mainly its out sourced or the company is just over seas junk either way they need to clean up their act if they are going to be a player in video surveillance. I also see some very bad reviews with mine so they definitely have some work to do. Advice for anyone at Lorex; Simply walk over to the warehouse or call manufacturing, grab a plate and drop in envelope, mail to customer who just spent one thousand dollars and be a rock star. Or... Go out of business due to poor service Moral of the story? I was just selected at my HOA to work with other members in selecting and installing video systems... read more

total junk ! one power outage and your system can get damaged and lorex will not replace it even if you pay extra for warrantee. tech support = no support - they'll have a list a reasons why to not help you get your system fixed or replaced ! do not buy this product flush money instead faster and easier to flush read more

Giving them zero stars. Will never buy Lorex products again. Have a Lorex surveillance system that is not old yet Lorex is no longer supporting an app used on your phone or tablet for surveillance. That's the whole purpose..... To be able to see your property while at home or away from any and all devices. Will be replacing all my Lorex equipment with another manufacturer. I will never buy Lorex again. read more

Run screaming in the other direction before you purchase any products from this company. The 4k camera system I purchased performed on the same level as a 1980's video game in terms of clarity and smoothness of image recording. 4K at 15 fps should not look like a rerun of something from the early days of TV. Customer support was difficult, while Tech support was downright condescending and snarky. Processing a return was almost impossible with the horrible broken English of the CSR I had to deal with. I suspect that was to discourage people from trying to process a return. It has now been 2 months and no credit to my charge card. Sure they have got it. They can see where it was received. "Oh we so sorry - it take 50 to 60 bidnes day do return - you wait moar". Seriously you charged me within 5 minutes of making the order but it takes you more than 2 months to process a return? Just how many returns do you have? Like I said, run screaming in the other direction before considering this company or their products. read more

I want to make this review clear that this 5 star review goes to one person only from Lorex's support staff (Jenny with Lorex Customer Feedback Representative). I have had nothing but nightmare with my last order with Lorex with their customer support staff via tickets and calls. It was until Jenny stepped in and help out with my order did she made everything right again. Recently due to Jenny's hard work I placed a new order and again I had questions/issues so again I contacted Lorex's normal customer support and again NO UPDATE; therefore, I had to email Jenny for help and with in hours she was able to resolved my problem and again made me a happy repeat customer. I also want to say I do love Lorex's products as I have 16 cameras now and chances are will add more. I just hope someone in Lorex's customer service department can be trained to the standard Jenny has showed me. my other review with the nightmare issue is on (http://www.resellerratings.com/store/Lorex with new update of 4/5 star). read more

I have purchased numerous products through the lorex website without issue until recently. The wireless system I recently purchased claimed the batteries last around 4 months, they do not. indoors with about 30 events a day the batteries died in a week. even though the system was up for a week, lorex ignored my emails and online requests for a return, after 30 days I was finally able to contact them for them just to tell me they would not give me a refund, they stuck me with a $800 system that is NOT AS ADVERTISED. system is L222A81-6CM-E. read more

It took almost 5 hours and multiple calls to their support team to set up 1 camera when I already had functioning. Once they were all set up they said I could see the cameras on my Lorex Cloud App from anywhere but I could only see the cameras on the app if I was connected to my home wifi which completely defeats the purpose. DO NOT BUY THESE CAMERAS. read more

I bought my unit in early July. To make this long story short my unit never worked, they shipped me a replacement NVR system (which took months to receive) that also didn't work. Then, after hours on hold and on the phone with tech support a warranty replacement for my cameras was issued. After months of waiting my cameras never came and I demanded a refund. Another month later my refund was issued (late October). So to summarize: many hours of wasted time on the phone, many months waiting for replacement equipment to arrive that didn't work or didn't arrive, and then finally repeat phone calls demanding a refund which was eventually honored. I'm surprised and glad that some people got lucky and have been happy with their purchase. I very much wanted to buy a good security video system and really gave Lorex all the opportunity in the world to do so, but eventually you have to minimize risk and cut losses. It is simply stunning that this company is still in business. I can only imagine that peddling the garbage they sell is so lucrative they can afford to burn most of their customers. read more

This company is a joke... I've bee on hold for more than 45 minutes with various out of the country call center support staff that know nothing. Just tried again and they said they were having technical issues. No wonder, none of their shit works. Do not buy anything from these clowns. While thieves are stealing me blind they can't figure out a basic lack of functionality. read more

Horrible customer service. Ordered a flir fx that never came. Customer service asked to file credit dispute from bank or have them"investigate". I requested the latter. Never heard back from them. Called them back asked can't get through. When I finally got someone, they requested to file a dispute. DO NOT BUY FROM THEM! Scammers! read more

Pathetic. I had a professional install 4 wireless cameras only to find out that the battery life is completely inadequate...I'm lucky to get 2-3 weeks of life. I was told that recorded motion should only capture 3-4 minutes per day of activity in order to maintain an approx. 6 months battery life. So make sure that you don't have any trees swaying in the wind, cars driving by or people walking their dogs in front of your camera. I also have struggled with the "non friendly" desk top application on my computer at work. When I called tech support the tech for help he acted like I was stupid. Worthless system. read more

App is terrible and won't load. What's the point of a system of cameras If you can't view your cameras while your gone.

Worse experience dealing with Lorex I agree with all the above reviews on a very long time holding on the phone. Once you lucky enough to talk to them, they're not helpful. Online response is not better. They sent me a wrong product. I returned it (through their return label) and a month later they is still not credit my account. I've gone to my credit card company to dispute the charge, but Lorex sent document saying that the goods has been delivered and insists to charge me. Goodness sake, I sent it back a MONTH ago and why I have to pay for something I don't have/ use. read more

Customer support is awful, software you are forced to use with the device is awful. My "Flir Secure 2K Super HD Camera" simply does not work. I don't think I'm going to be able to return it either due to the first issue mentioned here. Very irritated that I made the mistake of buying anything from Lorex. read more

We purchased a new hd DVR with 8 cameras June 24th 2017. We were told that the system would ship within 7 to 10 days from the point of order processing. June 29th we received an email stating our system was delayed until July 17th as a result of back ordered 4k cameras. The day of delivery came and went with no emails or calls to inform us of any further delays. We made calls to customer support and sales as we were Instructed to do in our original back order email stated on the 27th of June. Not once did Lorex call or email us an update or respond to our repeated requests. July 27 our system showed up and it was shorted the 4 4k cameras that were the original source of the delays. When I did speak to a rep at sales they said that they could do nothing for us. Bottom line is don't buy Lorex! read more

I can not write a review about the product as it never arrived. When I contacted Lorex they advised that it says it was delivered and that I had to dispute the my bank charges. Customer Service even ends the conversation with ' Have a wonderful rest of the day'. Paid a lot of money for a system and they can't even have it signed for but allegedly it is left at the front door! Can't even confirm any of this information!! Very frustrated and would never purchase from this company again! read more

I purchased a Lorex System November 7th. I received it in late November. Once I received it, realized it would not be feasible to install. I requested and received a product return authorization and returned the product on December 5th. Lorex received it on December 9, 2016, signing for the receipt of the product. Since then I have had not luck with them at all. The Customer Service will not take any actions nor to they wish to return my money or the original product. Tonight I am writing them a demand letter and planning on taking them to court. I guess this says it all, doesn't it. read more

The delivered product functioned as expected, delivery time was better than expected, cost was competitive by today's standards, the customer service for returning 2 cameras that were unopened factory sealed is what has ruined the entire experience. I ordered an NVR, 1 low profile HD camera as well as 6 HD bullet cameras on Black Friday November 2019. After installing 5 cameras, I decided that my coverage was good and had no need for the additional 2 unopened factory sealed cameras and initiated a return process. The return process began 1 week after purchasing my setup and Lorex told me due to an error in their system the warranty had expired since I purchased the system in JULY????? when my actual purchase date was November 2019. After clearing this up, supposedly, they created a "MANUAL" return ticket and so by December 6th they had received there 2 unopened factory sealed bullet cameras as confirmed by the UPS tracking number. I was first told my refund would be completed on December 24th...It did not...than December 26th...It did not...than after calling back I was told they were short staffed and that it would be soon...still no refund...they act as if they have to print the money, place it in an envelope, and walk it to my residence from Canada to NJ????? In the digital age its all done with the press of a button yet they continue to hold my 239 dollar refund after I have remained patient and met all requirements for the return process. They do not allow me to speak to Supervisors when I call customer service and now they refuse to tell me a date as to when I will receive my refund. My advice to future purchasers is, the refund process is a sham and they have absolutely no respect for there own policies and make claims like they are short staffed as if they need an act of GOD to process a refund?????? BE VERY CAREFUL.....JUST SAYIN....... read more

STAY AWAY FROM THIS PRODUCT!!!!!!! I recommend no one buy Lorex wireless camera system it runs on 2.4 ghz. the same as most all wireless routers and it will overwhelm your router to where it is worthless. Customer service they promise they can help you after multiple phone call they still have not helped in any way. read more

Well we bought camera that are defective and there is ZERO customer service support. They are horrible I wish I would have read the reviews prior to making my purchase. Several hours on the phone only to get rerouted and got no where. This is my case number with the company. case#00661282 I want a full refund. Just terrible. read more