ComplaintsforLumin Skin Management

• Initial Complaint

  10/29/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  About two years ago, I signed up for a subscription with this company and had shipments sent out every other month. Last month, I tried cancelling my subscription via their website, emails asking they cancel my subscription, and no response was ever provided back to me nor did they cancel my subscription. It's extremely disappointing to know that this company doesn't even have a phone number to call. I put in a dispute with my credit card company, too, and Lumin still had my card charged for something I asked them not to send. This company's customer service claims they will get back to you in 24 hours. That is most definitely not the case. End goal here it to have my subscription cancelled and last month's charge to be refunded to my credit card. I haven't touched your last shipment as it's still in the packaging.

  Business response

  11/12/2021

  Business Response /* (1000, 5, 2021/11/08) */ We're very sorry to hear the customer had a negative experience! Please know that our support team's current response time is 1-2 business days because of the high volume of emails we have been receiving. We want to assist our customers within the given timeframe and we're sorry for the longer than usual wait. We took a look into this and we were able to find customers' emails. Unfortunately, it looks like our system rerouted their emails and that's the reason why they have been waiting longer than usual for an answer. This is not our usual standard and we forwarded this feedback to our team as we continuously work on improving the overall experience for our customers. Please note that we do not provide phone support at this time. We're sincerely sorry for this inconvenience and that they were unable to cancel their subscription with us. We just canceled their subscription for all future orders. That means that their payment method won't be charged in the future for any orders with us. Our customer will also receive an email confirmation. Since our customer reached out to us on October 1st to request subscription cancelation, before the renewal order was placed, we will issue a full refund for the last order that was created on October 7th. We're sorry for the inconvenience that the customer experienced. One of our team members reached out to the customer to provide necessary assistance and rectify this issue as soon as possible. Consumer Response /* (2000, 7, 2021/11/10) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  10/22/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Post my Lumin SkinCare free trial, I was unable to cancel my subscription. Without any prior acknowledgment, I got a text that my order is ready to ship and $84.31 CAD was deducted from my credit card. I contacted Lumin support and requested them to cancel the order since it has not been shipped and issue the refund. They mentioned that they cannot cancel the order and I need to re-ship the items to get the refund. I stay in Toronto and I would have to bear the expense of shipping their products to California. This is a really bad customer experience as I am getting charged despite canceling my order before it has been shipped.

  Business response

  11/12/2021

  Business Response /* (1000, 5, 2021/10/27) */ We're very sorry to hear the customer had a negative experience and that they were unable to cancel their subscription with us. Our free trial promotion is part of a renewing subscription offer. When new customers sign up for a free trial, our website displays the terms to inform them that if they choose not to cancel or extend their 30-day free trial, a subscription order will be automatically created and billed to their default payment method at the end of the trial period. The terms are presented to our customers several times throughout the checkout process and customers are required to check the checkbox confirming that they have read the terms before having the ability to complete the transaction. Our customers can cancel or delay their subscription anytime within 30 days of their free trial's order date through their Lumin accounts or by contacting our support team. 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. If our customers would like to cancel their subscription this can be done via their Account Portal or by contacting the customer support team for assistance in the cancellation process. We currently do not send reminder emails prior to a subscription renewal as most of our customers enjoy receiving their products on a "set it and forget it" basis. 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. Our team members have been in contact with our customer via email and on October 21st we provided the customer with our terms once again and we were also assisting with our return process so that they can return their parcel per our instructions and receive a full refund as soon as possible. We will stay in contact with them and keep monitoring their return process so that we can assist accordingly and provide a refund on a returned order in a timely manner.

• Initial Complaint

  10/18/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I signed up for a free trial with Lumin skincare in January of 2021, fully aware that this would become a full subscription (billing every 2 months). However, since March of 2021 i have been trying to cancel this subscription and have been completely unable to. I have even been directly to my bank to block them from billing me, and they billed me under a different name instead. I am seeking a refund for my orders in april, june, august and october. Order numbers are #XXXXXXX #XXXXXXX #XXXXXXX #LXXXXXXX respectively. These were £57.61 each, totalling £230.44. I am also seeking for my subscription to be cancelled, as I have tried doing for the last 6 months (to no avail). I have even been in contact with Lumin on their website, via their instagram page and via their support email. Each time I have either been ignored or simply have not been able to have my issue resolved. Please help me, as the only option i have left is to cancel my card.

  Business response

  07/14/2022

  Business Response /* (1000, 5, 2021/11/02) */ We're very sorry to hear the customer had a negative experience and that they were unable to cancel their subscription with us. Our free trial promotion is a part of a renewing subscription. 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. The subscription renews every 2 months, automatically charging the payment on file. If the subscription is not canceled prior to renewal, the order is created. We would never charge our customers intentionally without their permission under a different name. That's not the standard we strive for and our team is sorry if the customer got the impression that we're trying to be sneaky. We took a look into our system and we were not able to find any previous cancelation requests or cancelation attempts from our customer. Our customer support team members have been in contact with our customer via email and on October 21st to inform them that their subscription has been successfully canceled for all future orders and that they won't be charged in the future for the orders with us. Our team also issued a full refund for the last order, since it is still in transit, and suggested to the customer to refuse the parcel upon its delivery. 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.

*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. ↩