ComplaintsforLumin Skin Management

• Initial Complaint

  03/01/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I ordered a trial of the product Lumin Skin offers and received it on 2/14/2022. After trying the product, I decided that I no longer wanted my subscription to continue. I tried creating an account on their website so that I can manage my account and cancel my subscription but I have not been able to complete my registration. They claim that they're going to send me an email so that I can complete registration and no matter how many times I try, I get no such email. I have also checked my junk folder to no avail. I reached out to them via their support page, which they say can take up to two days for a response. I'm at day 5 and still no response even though I sent follow up messages regarding the open ticket. I found their support email and I emailed them explaining my situation and letting them know that I want my subscription canceled because I can't do it myself because I can't sign in to their website. They replied once and told me that they due to high volumes their support team's response time is 1-3 days. We're on day 5 and they still haven't solved my issue and have not confirmed that my subscription is canceled and there's only about a week left before they charge my account for a product I no longer want. Mind you, I get constant emails with their offers but somehow this email that I need so that I can se up my account and cancel the subscription myself on their website is no where to be found. How do I receive those offers via email but not the one that I need to cancel my account? I no longer wish to receive any further products and I do not approve any further charges to my account, which I have also communicated to them, but I receive no confirmation of cancellation nor do I receive any email so that I can cancel the subscription myself. They do not have any telephone numbers listed that I can call nor do they respond to any of my messages and I don't know what else to do so that my subscription can be canceled before they charge my account.

  Business response

  03/10/2022

  Business Response /* (1000, 6, 2022/03/09) */ We're very sorry to hear the customer had a negative experience and that they were not able to cancel the subscription from their end. We are terribly sorry to hear that our customer had trouble accessing their account. We have noticed that some email domains that our customers are using have very extensive filtering rules that seem to be preventing our customers from receiving our account verification emails. We are actively looking into how we can resolve this from our end, but please know that if customers encounter trouble receiving our authentication emails, we will absolutely help out as best as we can! We're sorry for the delay in our support response. Please know that we would never leave our customers without a response to their emails. We received a record-high volume of inquiries and that caused this delay, and our team is still working as quickly as possible to provide efficient assistance. Looking further into this we can see that, after a small delay, one of our team members has reached back to our customer to inform them that their subscription has been canceled for all future orders with us. We're sorry that the experience has been unpleasant for our customer and we forwarded their feedback to our team to help us implement changes that will help us prevent issues of this nature in the future. We will also reach back to them directly via email to confirm subscription cancelation. Consumer Response /* (2000, 7, 2022/03/09) */ The company finally responded and canceled my subscription without any further charges being applied. This was the outcome I desired.

• Initial Complaint

  02/23/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Lumin advertises a "free" trial on social media, with a hefty shipping and handling. However, they use the credit card info to auto enroll in a subscription service, and even when that service is cancelled right after the trial in the account dashboard, the items will still be sent to you using the card on file. The card on file cannot be removed, and the business has no phone number to reach anyone. Emails aren't responded to.

  Business response

  03/21/2022

  Business Response /* (1000, 5, 2022/03/02) */ We're very sorry to hear the customer had a negative experience. Our free trial promotion enrolls our customers into a renewing subscription. Prior to entering any shipping and payment information, the terms are presented to our customers several times throughout the checkout process and customers are required to check the checkbox regarding the terms before having the ability to complete the transaction. If the subscription is not canceled prior to renewal, the order is created. We would never charge our customers for the renewal order if they already canceled their subscription with us. We understand that some of our customers may overlook our renewal terms and their ability to delay, edit, and cancel a subscription prior to its scheduled renewal. When an order is placed in accordance with a scheduled renewal date for an active subscription, our warehouse teams work as quickly as possible in processing orders to ensure timely delivery of the orders. Because of this, we cannot guarantee cancellations or accommodate change requests for an order due to our logistics process. However, when customers reach out to our customer support team, we will definitely rectify the situation and assist with the return process. We took a look into this and we can see that our customer reached out to our customer support team to request cancellation of the order after it has been processed. We can confirm that one of our team members has canceled the subscription and provided our customer with our return policy. Once again we're sincerely sorry that the experience has been unpleasant for our customer and we will stay in contact with them and assist them with the return process so that we can process a refund on a returned order in a timely manner.

• Initial Complaint

  02/17/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have used Lumin Skin for almost a year. I decided I wanted to cancel my subscription. Their website used to not offer a login page, instead you had to enter your email and then were emailed a "magic link" which directly logged you into your account. I attempted several times in the month of October, November and then knowing my subscription was about to be mailed out again in February I sent a message using their website. Basically all it does is formats the email and then has you send it from your own account. I sent this email out on 1/15/2022 asking for help logging into my account. No response was ever received. I assumed that my account had been cancelled because after months of attempts I could not get ahold of anyone. As I was out of town, I noticed that they shipped another package with products to my house and I was charged. I reached out to them and again no response. Only after repeatedly sending messages did I finally get a response saying to be patient and they will get back to me. They are saying I never attempted to cancel or reach out, which I sent them a screenshot of my sent message. This company is beyond anything I have ever dealt with. No customer communication and just wanting to get your money.

  Business response

  03/17/2022

  Business Response /* (1000, 5, 2022/02/28) */ We're very sorry to hear the customer had a negative experience and that they were not able to cancel their subscription through our website. We would never intentionally charge our customers if they requested the cancellation of their subscription prior to the subscription order shipment. We understand any frustration they experienced as a result of this and we're terribly sorry that they were charged after their many attempts to access the account. Not being able to receive an email verification code is likely the result of the issue we noticed recently with some email domains. We can see that the email domain that our customer is using has very extensive filtering rules that seem to be preventing them from receiving our account verification emails. We are actively looking into how we can resolve this from our end, but please know that if customers encounter trouble receiving our authentication emails, we will absolutely help out as best as we can! We took a look into this and we can see that our customer was charged for their renewal order on February 2, 2022. Please know that we were unable to find any emails from our customer before February 8, 2022, when they've reached out to us to request cancelation and refund for their most recent order. Looking into this further, we can confirm that our team members have reached back to our customer to inform them that unfortunately, they were unable to find any previous cancelation attempts in our system and that they managed to cancel their subscription for all future orders with us. We're terribly sorry that our customer isn't pleased with the interaction they had with our team members and that this made them think that we only take money from our customers without resolving their issues. That isn't definitely something we strive for and we'll reach back to our customer so that we can assist accordingly and resolve this as soon as possible.

• Initial Complaint

  02/14/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I paid for a free trial on January 14, but I never got my products. 30 days later, they have charged my card with a $60, even though the trial products never arrived. I'd like to cancel my subscription and to get a refund for the new order. These are the order numbers: - Trial: #******** - Subscription: #******** It is really important for me to try the products before I subscribe, because I have several dermatitis issues and I wouldn't buy a subscription without trying them first.

  Business response

  03/08/2022

  Business Response /* (1000, 5, 2022/02/17) */ We're very sorry to hear the customer had a negative experience and that they were charged for their renewal order when they did not receive their free trial kit. This is not our standard and we're sorry for the inconvenience that the customer experienced. We would never charge our customers for a full-sized subscription order if they did not have a chance to try our trial kit first. We took a look into this and we can see that the courier has marked their free trial kit order as "delivered on January 19, 2022. Looking into this further we can see that our customer reached out to our customer support team on February 13, 2022, requesting a subscription cancelation and order cancelation and one of our team members has confirmed that we canceled their subscription for all future orders with us. We would absolutely be happy to assist our customer and resolve this as soon as possible. We will reach out to them directly via email to provide further assistance.

• Initial Complaint

  02/11/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I did a free trial for my brother so he can try out the product before he bought it himself. I have been trying to cancel my subscription since I bought the free trial and there has been no response. I've looked on the support page and all it says is to cancel in my account, but when I purchased the free trial they never made me make an account it was just give my information like address and contact information, and how to pay for shipping. Now I am getting charged $66.71 automatically and I want them to refund me and to cancel my subscription somehow because I don't have an account with them they just have my debit card information.

  Business response

  03/08/2022

  Business Response /* (1000, 5, 2022/02/17) */ We're very sorry to hear the customer had a negative experience and that they were unable to cancel their subscription with us. Please know that when a new customer signs up for a free trial, before completing the free trial kit checkout process, our website displays the terms of the subscription and the method and ability to cancel the subscription at any time. The Lumin account is created for customers as soon as a free trial order kit order has been placed, and looking into the customer's account it seems like a password hasn't been created and that's the reason why they were unable to access their account. We're terribly sorry for the inconvenience they experienced as a result of not being able to access their account. Looking into this we can see that the customer reached out to us on Jan 18, 2022, to report that they're unable to log into their account. One of our team members reached back to our customer on January 19, 2022, to assist them and provide instructions on how to set the password and use the Lumin account but unfortunately looking into this further it seems that we did not receive a response from our customer. We can see that they've reached back to us again on February 8, 2022, to request the cancelation of their subscription. Due to the high volume of inquiries we've been receiving at that moment, our team member canceled their subscription on February 12, 2022, and informed them about the cancelation. We're terribly sorry for not being able to cancel their order prior to shipping but we'll definitely help them receive a full refund in accordance with our Policy. One of our team members will reach out to our customer directly via email to provide further assistance and rectify the situation as soon as possible. We're sorry that the experience has been unpleasant for our customer and we forwarded this to our team since we can continuously work on improving the overall user experience for everyone.

• Initial Complaint

  01/29/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 12/29 I signed up for the free trial which I never received which they charged my card 5.37 for. Then without even having ever opened an account with them I got hit with their hidden subscription on 1/31 for 65.64. So I've now been charged for 2 products I never got and they haven't responded to a single email.

  Business response

  02/10/2022

  Consumer Response /* (2000, 6, 2022/02/03) */ They did refund me and just asked I please mark the package as return to sender when it comes in. They took a few days to respond but were very cordial.

• Initial Complaint

  12/04/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I paid for a trial of Luminskin products on Nov. 26. It is now Dec. 4 and I have not received anything, there is no movement on my product's shipment.

  Business response

  12/09/2021

  Business Response /* (1000, 5, 2021/12/09) */ We're very sorry to hear the customer had a negative experience and that they haven't received their order yet. We took a look into the customer's trial kit order and unfortunately, we can see that due to an inventory issue from our warehouse's end, their order shipment is delayed. Looking into this we can see that some of the products that they ordered are out of stock and our team is working hard to get their order shipped from another warehouse. We truly apologize for this inconvenience! We are aiming to resolve the issue as soon as possible. Our customer will receive a notification via email when their order is created and shipped. We're sorry for the inconvenience that the customer experienced. One of our team members reached out to the customer to provide them with the necessary information and assistance. Consumer Response /* (3000, 7, 2021/12/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) I don't want an apology, I want the items I paid for. Been 19 days so far since I placed my order and nothing has been shipped yet Business Response /* (4000, 16, 2022/01/22) */ We appreciate the customer's follow up and we appreciate their patience. We understand any frustration they've experienced as a result of the shipping delay. Please know that their feedback was forwarded to our team to help us implement changes that will help us prevent issues of this nature in the future, but also to rectify this issue. We understand how important it's it is for our customers to receive their orders within the timeframe we provided and this is absolutely what we want for our customers as well. We can see that one of our team members reached out to the customer directly via email on December 16, 2021, to assist our customer. We informed the customer that our warehouse teams were actively looking into how they can resolve this unexpected inventory issue from their end and we offered a full refund for the trial kit order that was delayed. Please know that looking into our system it looks like we did not receive a response from our customer. We're terribly sorry for any confusion this has caused! We can confirm that unfortunately after a delay our team managed to ship out the order. It was handed over to our shipping partners on December 17, 2021, and because we were not able to provide the customer with their order within the timeframe, we've issued a full refund to their payment method. Once again we're very sorry that the experience has been unpleasant for our customer! Consumer Response /* (2000, 18, 2022/01/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) Item was finally sent

• Initial Complaint

  12/04/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I began a Lumin subscription, and decided in November it was no longer worth the money. I went through the mobile site and selected to cancel my subscription. On December 2nd I was charged for my subscription for the $66.26. I immediately reached out to the company to have this resolved. They said I should be contacted in 1-2 days, not business days. I have not been contacted. I do not want the product, I want a refund. I canceled this service in November, but for some reason their company did not cancel this subscription. I have tried to contact their live concierge service with no response, I attempted to call their customer care number for it to be disconnected. I am beyond frustrated and feel like I have been scammed. This company is not reputable, and not worth the money.

  Business response

  01/13/2022

  Business Response /* (1000, 5, 2021/12/09) */ We're very sorry to hear the customer had a negative experience. We took a look into our system and we were not able to find a cancelation request prior to the full-size order being created. Please know that our customers should be able to cancel their subscription anytime via their Account Portal or by contacting the customer support team. We would never charge our customers if they already have canceled their subscription and we're very sorry that the customer's subscription remained active until December. Due to our fulfillment and shipping processes, our team is unable to cancel any orders that have already been created in our system. To ensure that our warehouse procedures are streamlined and all of our customers are able to receive their parcels within the given shipping timeframe, we're not able to cancel any orders that have already been received. We truly apologize for any inconvenience this may have caused and we would be happy to issue a full refund on unopened and unused full-sized orders that our customers choose to return in accordance with our Return Policy. Please note that we do not offer phone support at this time and our support team's current response time is 1-2 days. We apologize that our customer had to wait longer than usual because of the high volume of emails our team receives. Looking into the customer's concern, we can confirm that one of our team members reached back to our customer on December 6th and confirmed to the customer that in our system we are not able to find any cancelation information from November and that they can issue a full refund if the customer provides them with the email that shows that our customer was able to cancel the subscription prior to the trial end date. Looking further into this we can confirm that we did not receive a response from our customer. We're sorry for the inconvenience that the customer experienced and we will forward this feedback to the appropriate team so we can continue to improve the overall user experience for everyone. One of our team members will also reach to the customer to provide necessary assistance with our Return Policy.

• Initial Complaint

  11/28/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I order from lumin and tried numerous times trying to cancel my subscription. Ive tried to log into my account to cancel but it wont let me.. ive tried the 'forgot my password' button to resend to my email, but it would never send me any email. Ive tried to email the customer service but recieved nothing in return.

  Business response

  12/15/2021

  Business Response /* (1000, 5, 2021/11/30) */ We're very sorry to hear the customer had a negative experience and that they were unable to cancel their subscription with us. When a new customer signs up for a free trial, before completing the free trial kit checkout process, our website displays the terms of the subscription, how to manage a Lumin account, and the method to cancel the subscription at any time through Lumin account or by contacting our customer support team. When customers do not receive the verification email from us, it's possible that their personal email settings are filtering our system-generated verification email into a spam or junk folder. If our customers are not able to log in or receive a verification email from us we would absolutely assist them further and look into what could have caused the issue. We took a look into this and we can see that our customer reached out to our customer support team on September 22, 2021, to report that he entered the wrong email address in our system. One of our team members changed his email address and provided the customer with a direct login link, but we did not receive confirmation from our customer if they were able to log in to their account. Looking further into this we were not able to find any recent emails after this conversation with our customer. One of our team members will reach out to our customer directly via email to assist them further. We're sorry that the experience has been unpleasant for our customer! We will forward this to our team so we can continue to improve the overall user experience for everyone.

• Initial Complaint

  11/23/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I reached out to Lumin Skin on the 17th inquiring to end a subscription that I had been signed up for and no longer needed. I was never told that I had to order a certain ammount of product before I was able to cancel my subscription..

  Business response

  07/13/2022

  Business Response /* (1000, 5, 2021/11/25) */ We're very sorry to hear the customer had a negative experience and that they were unable to cancel their subscription with us because of the promo offer they accepted previously. We took a look into this and we can see that one of our customer support team members was in communication with our customer via email and informed them on April 10th and then again on April 14th, that if they accept our special offer for 40% discount on their subscription, they will have to keep their subscription active for 6 renewals. After confirming with our customer that they will keep their subscription active for the full length of their offer we added our special promo offer to their account. We're sorry for any inconvenience and misunderstanding this may have caused! We can also confirm that the customer reached back to our support team on November 17th to request cancellation of his subscription and one of our team members was able to cancel their subscription for all future orders with us on November 23rd. We're sorry for the inconvenience that the customer experienced! We take this feedback seriously and we will forward it to the appropriate team so we can continue to improve the overall user experience for everyone.

*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. ↩