ComplaintsforLumin Skin Management

• Initial Complaint

  07/18/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I cancelled my subscription only to have them bill me again 2 months later and refuse to refund and tell me it was my fault. This is ridiculous. I need my money, 90 dollars is a lot.

• Initial Complaint

  06/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I received a free product trial and was not provided any reminder prior to Lumin automatically charging me $75. As soon as I was alerted to the hold on my card/funds, I attempted to cancel. Lumin refused and shipped their product knowing it would be returned. Once received I followed their absurd requirements to the * and still have not received a full refund.

• Initial Complaint

  01/05/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I made a purchase on 11/23/2023. The order arrived on 12/01/2023. Upon reviewing the product ingredients, I noticed that Lumin started using fragrance in their products. I was unaware of this change, and some people in my household are allergic to fragrance. I contacted Lumin's customer service on 12/02/2023 explaining the above issue and asked that they cover the return shipping as well as a refund. Lumin's customer service responded stating they would look into the issue and get back to **** checked in weekly asking for an update and would get no substantive response. Finally, on 12/27/2023, **** responded saying that they wouldn't accept the return. I responded saying that I would pay for the return shipping, and that I would follow their return policies. I received a response on the evening of 12/27/2023 from ******* telling me I can't return the products, and listed several reasons why. The verbiage ******* used in her email is different than the verbiage used in the return policy, as well as Lumin's 30 day guarantee. I emailed ******* back explaining my position and how they are violating their own terms and conditions of the sale. I am in the process of disputing the charge with my credit card company. I would like Lumin to honor the terms and conditions listed on their website and issue me a refund.

• Initial Complaint

  12/19/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  This is the timeline of events regarding a trial order-1) The order was placed with them at 10.22am 2) I received an email at *****am saying the following-Due to a high volume of orders placed, were currently experiencing a 1-2 day delay in order fulfillment time. We apologize for any inconvenience this may cause, but expect your order to ship out within the next few days.3) I sent them a cancellation Email at *****am advising them to cancel the whole order including the trial. That's 10 minutes after they sent me the above email saying the order hasn't even been fulfilled. 41 minutes from the initial order to the cancelation and they are saying that they can't do anything about it as the order has been fulfilled, this is total lies as proved from the communication they sent **** requested twice for a manager to respond to be and on both occasions this did not happen. They reviewed the above and then sent me an Email 3 days later saying the order has shipped. Complete incompetannce from the get go. I ordered and canceled within minutes yet they took days to shipped the product and refer to their shady policy about trials not being able to be canceled. This is literally fraud and a criminal act. The money was taken, the products were not fulfilled/despatched, the cancelaltion was placed within minutes yet they still took the funds for the shipping and additional product. FRAUD FRUAD FRUAD. This will be escalated up to as high as it can go including the attorney general. It's $12 but it the principal how these companies can not have simple communications and not cancel within minutes. FRAUF FRAUD FRAUD, they are on blast to every new media outlet, every social outlet, the police, the *** the FTC.BE WARNED. STAY AWAY!!!

• Initial Complaint

  12/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  The main issue here is about the order I was mistakenly making about a trial of certain products from a ******** ad. While checking out, the page errored out and without notifying me of any price changes charged me over ************************************************ the past, something I did not remember. This is fine, the mistake was mine I guess though I do believe they need safeguards in place for this to avoid accidentally spending money on something that isn't wanted. The complaint is about the company refusing to cancel an order while giving a poor excuse about their ordering process and not being able to cancel while putting customers through a lengthy process at my expense for shipping when the order was placed in the weekend where nothing will get fulfilled till the following business day. Customer's SHOULD have the option to cancel within a timeframe if they made the order by mistake or ordered the wrong thing. This is a common practice in modern commercial websites selling goods. There is no excuse that I am not allowed to do this within minutes of realizing what has happened. If a customer has a small window to make corrections they should be allowed to do so, and yet there is no option to do so. After contacting the company, they all gave me a generic response as to why they couldn't cancel and some BS about them sending their stuff to a warehouse. Who cares? Cancel it. I want nothing to do with them and I do not want to have to ship back the product at my expense because of their antiquated and outdated systems. Which of course is designed to cause the customer to not cancel because of the inconvenience. This company is beyond unethical and I do hope they go out of business.

• Initial Complaint

  08/17/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  With the lure for free trial Lumin automatically charges the users for a subscription without their consent. While applying for trila I never subscribed to the automatic subscription program. However, they charged me $78 with the subscription. First I didn't even created the account secondly their was no email or notification from Lumin that I have subscribed to their product. The website is also fake it's doesn't allows you to change or remove the payment on file. This company is insane not only the product is fake they also make unauthorized charges on the account. Many users have reported them on BBB and all social media platforms for this mal practice. They are running a scam and fraud and should be investigated.

• Initial Complaint

  07/24/2023

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  I had requested a free sample ONLY from Lumin Skincare, and the next thing I know I'm being charged $77.04 to be exact for something I NEVER agreed to purchase. Lumin Skincare refuses to solve the problem, but they offered to "refund" my account if I send the package back, unopened (which you can see it is, in the photograph attached below). I have to ship this tiny package I never wanted and spent almost $80 for $30-$40 because they're warehouse is located in *******, ******. How absolutely pathetic. This company should be shut down due to fraudulent charges and stealing from consumers such as myself. After reading the reviews, I was not going to even try to return it for the absurd shipping cost amount because consumers who have ALSO filed complaints have been waiting months or longer to receive their money. I'll send the package back, but I am NOT responsible for paying shipping costs. This company is so selfish and greedy they cannot even provide a return label. Absolutely pathetic. I'd like this handled immediately or *************** a lawyer about this issue. Thank you for your time and help.

• Initial Complaint

  06/30/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I had a trial for lumin skin care and was aware that it would be a subscription if I did not cancel. Before the date that it would renew I logged into my account just to see that it said my subscription had been cancelled but a few days later I get an email saying my order is on the way and all of a sudden I log in and my subscription isnt cancelled. Since the system is automated no one can really do anything. I dont want the product but all theyre offering me is a 50% refund to keep the product that I never wanted to begin with.

• Initial Complaint

  06/26/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Hi con*ac*ed Lumin Skin *o s*op processing order ahead of i* shipping and *o cancel my subscrip*ion *hey *hen con*ac*ed me cancelling my subscrip*ion bu* saying *hey couldn* *he exis*ing order because i*s au*oma*ed and logis*ically could disrup* o*her orders. Why *ha*s ANY of MY concern ? I don * know. Anywho I repea*edly *old *he cus*omer service rep ****** *ha* I did no* wan* *he produc* and *o refund my money immedia*ely. She con*inuously emailed back saying I would have re*urn *he produc* for full refund and provide shipping label myself. why I have *o wai* for a produc* I already said i didn* wan* *o ship *o me *o received my refund idk. Anywho, Im repor*ing *hem here bu* *his much so can and will become a legal ma**er. The nex* s*ep is *his ma**er being brough* *o a higher cour*.

• Initial Complaint

  05/22/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I purchased a sample kit using paypal as payment method I paid for shipping only as part of the offer. Shortly after receiving the sample kit I received another shipment and was billed $78. The company claimed (at the time of inquiry) 24/7 customer support which no one is ever available it is a chat bot. I was told that I was billed for a reocurring subscription that I agreed to when I purchased sample kit. I dont recall agreeing to anything other than my current purchase at time of payment. I was told to create an account to cancel subscription which didnt make sense. To receive a refund I needed to return the product and pay shipping. To validate return show proof of tracking. I made sure the return address was correct as listed on website but **** could not locate the address so no computer generated label could be made which includes tracking. I had to hand write address on box and affix postage which I took a photo of. I returned product within timeframes specified and waited almost a month for a refund. After nothing I have contacted lumin several times initially they needed my address and last 4 digits of card used which I provided. They claimed I gave incorrect card which I provided a screenshot from paypal with card and transaction showing correct details given. I waited for a response dudnt hear from them and I followed up with no response.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩