Lorex Technology Inc

I currently have an older Florex security system, and the DVR ethernet port no longer works. I need to upgrade my system as the cameras with the current system are discontinued. I was hoping to get some sort of existing customer discount seeing how the only issue is the ethernet port, but the pricing I was quoted is the same price a new customer would get. I need to dish out over $700 to update

No clue how to do their job. Simple questions that they were unable or unwilling to answer.one giant waste of time!

Diego spent time with me and explained your systems to me and helped me to decide on which system to purchase

I had my cameras for about 2 years now when they work they work great they really need to improve the app

Though the wait time to chat with an agent, once connected it was a very satisfactory experience.

Edward was friendly and knowledgeable. All my questions were patiently and completely answered.

My wide and I haven't made a decision on a system yet, but I've come away from my conversation with all the info I need to make an informed decision.

I ordered my new camera system for my retail gun shop with specific requirements. My sales representative Diego assisted me with what I needed and assisted me with getting the system ordered.

I absolutely hate the latest update on the Lorax home app where my outdoor cameras now only allow 120 notifications maximum per 24 hrs under the “view events” section.  120 notifications may seem like a lot but I live on a busy street with a sidewalk and have a lot of movement.  So much so that by 9am, I've already reached 120 notifications!   Your customer service told me I can still view any recordings under the “timeline” but that is tedious and a big inconvenience.  the “view events” log was easily accessible and easy to pinpoint any notifications.  the update was not an update at all but made it worse.  updates should improve features not make it worse and inconvenience your customers.  PLEASE PLEASE PLEASE bring it back! That feature was one of the reasons why I choose Lorex cameras in the first place! This new update is HORRIBLE!  please bring it back and fix it asap!

Evaluating a camera system and Edward A.was extremely helpful in assisting me put together a bundle package that would best meet our company needs.

Very helpful information from Edward, very kind and polite on line help, if you are not sure what product to buy, i can really suggest the on line assistance for great information.

Revision 3: I spent well over 7 hrs on the phone with Lorex sales in Colombia over the last 11 days & still haven't got my product. My 5th order was just cancelled today. Hours after emailing with a customer feedback rep in Canada (which took this review + an email & a week to achieve). They tell me my orders keep getting cancelled because I am using a VPN and it flags my MasterCard. Took 3 orders for a sales person to finally tell me that. So I did my 5th order last night from my home computer (that doesn’t have a VPN), but it was cancelled the next day. The level of service I have got with Lorex is the worst I’ve had since internet went live. They still wont offer overnight shipping even though their system is what is causing this error. The sales staff in Colombia are not exactly first liners. I work in a financial/insurance industry so I've ordered through my work computer which uses a virtual desktop due to my fiduciary role but it won’t work. The sales staff want me to sign up for Amazon pay or Pay Pal- but won’t accept my widely accepted Master Card. Funny I bought a $8500 air conditioner earlier this summer on this card so trust me it works as Flawless today as it did years ago. I had a scheduled installer coming in tomorrow, but after 12 days of checkout roulette I was forced to cancel and pay their cancellation. After 4 attempts & hour on the phone, Lorex wont even extend the courtesy of overnight shipping. I’m trying to order a $2000 system- The other day I woke up an hour early just to call customer service in Colombia the minute they opened. I asked to speak to a manager in Canada and gave them my order number, the fellow put me on hold- TWO HOURS LATER STILL ON HOLD I logged onto my online Lorex account and instant messaged the customer service people asking if they forgot about me, not even 2 minutes later the phone rang once, then someone hung up on me. SO I called back and again asked for a supervisor where I spent an hour on the phone with her- she promised to re-populate my shopping cart so that when I got home I could log on and order the same equipment that has been cancelled 3 times before. When I got home my shopping cart was not re-filled as she promised, so I had to call for a 3rd time that day which took another 30-40 minutes for a salesman to re-add everything to my card and for me to check out (4th order now if your counting too). Again this was on a non VPN connection but the next day it cancelled yet again. I am in Alberta, I've tried to find a number to head office but you cant find one- nor will the contracted Client care center in Colombia give you one. Even when chatting with Lorex’s agent dreamer team Julian where it took him 16 minutes to respond to a message. I'd write "hey Julian are you still there" and no response for 16 minutes! Then the chat would end. Weirdest thing is on Sept 22 and Sept. 27 Lorex charged my credit card 1 cent, then returned it.
The manager I spoke to yesterday called me back just moments ago saying she put in a request for a tier 2 manager to call and I got an email today from a feedback rep in Canada who said they wanted to reach out to me personally instead of replying to this review. I asked him to phone me, but he said he’s working from home & doesn’t have a phone- not sure why he doesn’t caller ID block and use his personal, don’t all cells offer free nationwide now? I think my situation justifies a courtesy phone call by now. He tells me a director is going to call, so I’ll wait- but I’m done trying to order; they can call me for once & I hope they have a new offer because I feel I deserve it. I hope no one else has the same problem or experience I have had. This is the worst online shopping experience & its not just one employee, its half a dozen, plus their computers, logistics, availability, professionalism, excuses, broken promises & trust! Revision 4. Really good guy from head office today to fix it which took 2 hours & I had to conference in MasterCard to learn Lorex blocked my card. Thankfully wifes card worked. Plus 1 star.

I've installed over 20 Lorex systems over the last few years. Each one has gone flawlessly, and best of off all, I've never had to fix any of them.
Sales and support staff are easy to work with and quick to respond.
Highly recommended!

Customer service is lacking. Tried to purchase a product and have it shipped to my work since not all of us is still working from home during covid and they made it so difficult that I cancelled my order.

I ordered a camera system from
Online. The order took over a week to ship. I canceled the order and purchased another brand I store. I called customer service to get a refund. I check the status and it says still processing.
It’s been 3 weeks and I have not got money or products from this company. The company is to large to have bad business. I will never order from them again.

Ordered a system on Aug 14th there was a big sale thought I could update my Lorex older system to a updated version. Thought I got a great sale deal hit purchase and received a confirmation email saying my system would ship and get to my door by Aug 21 2020. Well Aug 21 came no system. Went on line to my account my order was gone from view. I think they did not want to sell the system. I chatted with customer service they gave me a indecent # and said I would get a response in 24-48 hours. Well guess what no response so I called customer service. They said my shipping address had problems so they put my order on hold. Told me I needed to send them a piece of mail with my shipping address I did Guess what no reply from the person who was supposed to be looking at my order. I think the sales they post are not what the say. They try everything to not send you your order. I think beware do not order too much drama on their part. Not sure if my order will ever be looked at or shipped very sad Lorex not good. Will update if this changes.

Nightmare. Almost three months to finally get my system running due to technical and customer service problems. If you have a problem you are better off turning to your immediate right and talking to the wall. "After sale" customer service is appalling and near non existent! Countless e-mails and a 2hr.tech call. System returned. Received only parts of it back. Had to e-mail again and again to return what I sent them. Basically called a liar. Good thing I had proof of what I did have. If you are dealing with them on a return, take photos of box and all unit pieces plus, keep a copy of your receipt! Often left a week without replies. No product is worth this hassle! Rearview mirror for this company.

I recently received outstanding service from Lorex whose tech specialists diagnosed the problems with my security camera system and fixed them the same day. Not only did the IT people have obvious expertise, but also, they provided such courteous personal service. I have had my system for eight years, am very satisfied with it, and recommend Lorex highly.

The worst customer service ever, this is second time I bought the unite but unfortunately it works only for 1 year, then I have to chase the company for replacement, even I bought extent warranty still they give me hard time.

Attempted to purchase their "Deal of the Day", twice, they cancelled both orders the next day. They told us the same thing it seems everyone is running into, it's our fault that we input the wrong information for the credit card. Look, we buy items online all the time now without incident. It might be time to look at your payment system instead of blaming your customers. After speaking with customer service attempting to purchase a system for the 3rd time but the deal of the day passed, they wanted us to pay a higher price for the system. Thanks for the scam Lorex but we're not interested we'll find another company willing to take our money.

UPDATE: Our money was refunded but no other actions were taken.

I can share my experience only and can say that it was and is the worse I aver had.
I made a porches of cameras on the web site, paid all amount and never received the package. I spoke whit the customer service they escalated the case to Head Office and couple of minutes later another email that said "This is to inform you that the case reported by you under the above mentioned case number has now been closed. "
So I did not reserved my Cameras and Lorex has my money and the case is closed!

Missing part of my initial order! No pleased that I was given the run around and I still have not received my product in FULL

Cameras are working fine.but buying online was a pain in the x. I had to call 3 times for them to proceed with my order. I had to send 2 pictures of bills showing my adress on it so they can approuve a credit card payment.first time in my life I have to do that. It took 1 month to complete the transaction because I had to call them a few times so they can resend a confirmation email I had to reply to. Last time I will buy from this company for sure.imagine this hassle to buy, I don't want to see what it is when you want to do a return!

Lorex; What ever happened to customer service?

I have recently bought the "New" 8-Channel 4K DVR Security System with 4 Ultra HD 4K (8MP) Outdoor Metal Audio Cameras, 135ft Color Night Vision and I found out only after purchasing the cameras that they only provide 7 frames per second (fps) of video which shows up as fragmented or blurry on playback unless the subjects hold still or move slowly in order for you to record their license plate or see their face properly, this is something I would have liked to know in advance. I am also dissatisfied with their customer service that told me on the phone that they would reimburse me the difference in price for the system because they raised the discount amount on the product after I bought it and it was still within the 60-day free return no questions asked period. Well, they waited until the return period was over and Emailed me to let me know that they will not honor what they said and will not pay me the difference from 15 to 25%. In my opinion, Lorex should check their code of "ETHICS" because that is not how to treat a customer. There are a few more issues I have not mentioned such as delivery took around 3 weeks when they are located only 1 hour from where I live.also the camera cord it comes with is just 60 ft long and is only available in lengths up to 100 ft long at a very high price. The only reason I gave this system any score at all was because of the night vision and even that was not as advertised in color. One last thing, it would have been nice to get some kind of a manual with the system so I wouldn't have to search all over the internet in order to set it up.

So after searching endlessly for the best security system I found myself going back to lorex technology inc. After reading reviews from the experiences recently from other customers I was very reluctant to even purchase from lorex. So I placed an order with high Hope's thinking that the owners of course dont want they're product a bad name as I have faith they have fixed they're issues. After placing my order I promptly recieved a confirmation email with my order, being eager for my new system I keep checking the status. The passed 4 days it has stated it was ready to be shipped from the warehouse, I woke up today seeing the same thing but today it was supposed to be arriving. I went to their site and got a response quick. I understand what the issue might be and with covid I understand. I have placed orders as far as Australia and it has arrived before a system that's local. I will keep everyone updated in Hope's That they have fixed the internal issues they are having. Please lorex dont let a customer that gave hope after reading such bad reviews experience anymore bad situations. The change starts here. After my full experience I will be willing to give more stars but that is up to the company if they care enough.

Lorex Tech support is horrible. Lorex software is a joke. If all you want is a camera system to record continuously, then they be able to help you; if you don't mind sorting through the junk software to find it. Oh but the hard ware cant handle big drives so you'll have about 3 days of storage on continuous.
-Smart Motion is completely WORTHLESS. TREES, Shadows, and birds are vehicles. Bugs and leaves are people.
-The normal motion detection is iffy at best. Some adjustments can be made, good during the day, the trips every 3 seconds at night for bugs. Turn it down to filter those out then it can't get a car.
- IP Cameras are ok. Although for resolution you'll sacrifice frame rates.
-They Claim 4k, but the bandwith compression is blurry. Just plan on 1080p at about 15 fpm as a max for your 4k system.
- Notifications are another joke. Thumbnails are sporadic.about a 10% pass rate. Then when you try to view a notification it records it about 40% of the time. Is it there, nope not when it counts.
- No continuous time lines.

Bottom line is, shop elsewhere. This is a retailer that can't support the product the sell. They sell a good game, and charge a premium for the product. However for what they offer, there are cheaper and better alternatives on market. Learn from my mistake. Don't do business with this company.

Technical service from Lorex Canada in general is not good. I called in a few times for different technical issues. After a few attempts, Lorex technicians always blamed to internet carrier or out of date equipment, and gave up. In the end, I figured out and fixed the problems by myself based on logical sense, and limited information Lorex provided. None of issues were solved while I was on the phone with their technicians recently.

Worst customer service and e-commerce department ever I talk to my life -including Raj is a brainless guy who work over there

Absolutely atrocious customer service. Have been trying to get a replacement camera for 2 weeks.

Employees will lie and manipulate just to make a sale. With little to no help or effort by customer service, sales, and supervisors.

Customer service cares more about taking a pay cheque than actually helping a customer.

We have been placed on holds and had phone calls that last hours. While Lorex employees are being paid to handle these situations we are losing out on time and money by attempting to deal with this company.

They have sold us a camera that was not even in stock. Then failed to contact us and tell us that it had been back ordered. Then offered a replacement camera that is half the value of the original purchased, but for the same price. Compensation is usually pretty common when dealing with the headache that is Lorex, but they will aggravate customers to the point that they can no longer stand to be on the phone.

I would be embarrassed to be employed by this organization. I am embarrassed to own a system produced by this organization.

Save your money and go elsewhere.

Délai TRÈS long et surtout on ne parlera pas du service après vente. Ils nous disent qu'ils vont nous rappeler dans les 24heures et une semaine plus tard aucune nouvelle de eux! Je ne recommande pas cette compagnie, j'attend un appel pour mon remboursement. Pour ce faire payé ils le veulent tout de suite, mais pour ce qui est d'honorer leur politique c'est pas leur fort.