Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:12/18/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I never subscribed to their subscription plan. They subscribed me to a plan and have been sending orders without my knowledge and charging my card. I would like to retun those products as they are unopened and would like to get a refund from the business. This feels like a robbery.

  Business Response

  Date: 12/20/2024

  Were very sorry to hear the customer had a negative experience.
  
  When customers sign up for our free trial promotion, our terms are presented multiple times throughout the checkout process, and customers are informed that they will be automatically enrolled in a subscription plan. Customers need to check the checkbox to accept the terms before finalizing their purchase.
  
  Our goal is to ensure that customers are fully aware of the subscription terms before finalizing their orders. However, we understand that this may have been sometimes overlooked or misunderstood. In these cases, we would always be happy to issue a full refund on any unopened and unused full-sized orders that our customers choose to return in accordance with our Return Policy.
  
  Our return and refund policies require that the return of an order be made within 30 days of its delivery, as indicated by its tracking information. Since the 30-day return period has passed for both of your last orders, we are unable to accept their return to process a refund. We are genuinely very sorry for any inconvenience this causes.
  
  Were sorry that the experience has been unpleasant for our customer! In case of any additional questions or concerns, our customer support team would be happy to help as soon as our customer contacts them via email or chat.
  

• Initial Complaint

  Date:09/18/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently had a very frustrating experience with Lumin Skincare regarding their subscription service and customer support.Initially, I ordered samples as part of a free trial but made it clear that I did not want to subscribe for future orders. Despite my request, I was charged for a subscription renewal I did not authorize. I was traveling for work and only discovered the unwanted shipment upon my return last weekend.I attempted to contact Lumin Skincare multiple times via phone, leaving voicemails with my contact information, but my calls were never returned. When I finally received a response, I was informed that I could return the unopened package for a refund, but I was expected to cover the return shipping costs. This is particularly frustrating since I clearly communicated my desire not to have the order shipped in the first place.Moreover, Ive read reports that even returned items may not guarantee a refund, raising further concerns about their business practices. I find it unacceptable to be held responsible for an unauthorized charge and to face such obstacles in seeking a refund.I urge potential customers to be cautious when dealing with **************************, as their subscription policies and customer service practices appear to be misleading and inadequate.

• Initial Complaint

  Date:09/06/2024

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  - On 08/13/2024 I ordered a free trial from Lumin Skin, paying only shipping for the trial.- After placing the first order, I immediately cancelled the automatic membership subscription the company signs you up for. This cancelled my free trial order.- I placed a second order and cancelled the automatic membership enrollment again. This time the order stuck. I took a screenshot of my Lumin account to prove that I was not enrolled in any subscription.- On 08/16/24, 3 days after my initial purchase, I visited my Lumin website profile and took another screenshot to prove that I was still not enrolled in a membership subscription.- I received 2 separate emails for cancelling my Lumin subscriptions on 08/13.- 09/03/24 I get an email that my Lumin order has been confirmed. I did not place this order.- I checked the Lumin website to see that I was now enrolled in a subscription membership. I cancelled this and immediately contacted Lumin via chat and email.

• Initial Complaint

  Date:07/18/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date:06/11/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date:01/05/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date:12/19/2023

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date:12/06/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date:08/17/2023

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date:07/24/2023

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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.