Business Profile

Online Retailer

Lumi

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Lumi's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

187 total complaints in the last 3 years.
169 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:05/28/2025
Type:Service or Repair Issues
Status:
ResolvedMore 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 agreed to a seven day trial for 9.99$ with lumi on may 14. On may 21st, they charged me 50$ and I canceled my membership on may 21st, five hours after the charge. I emailed them asking for a full refund, as I was cancelling the last day of the trial. They kept saying it wasnt possible and each email would be a different a.i. fashion care representative. Ive never seen a company not allow a refund after you canceling the last day of a trial.
Customer Answer
Date: 05/28/2025
They finally refunded me. Thank you.
Initial Complaint
Date:05/12/2025
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 was charged $39.99 and 9.99 by this company on May 9th for products and services not received.
Business Response
Date: 05/15/2025
Dear *****,
Thank you for taking the time to submit your message through the Better Business Bureau.

Weve thoroughly reviewed your complaint filed with the BBB platform and want to address the concerns you've raised.

Lumi is a styling service that includes such features as Crafting Personalized Outfits, Styling Tips, Daily Tasks, Tailored Guides, Sessions with Stylists, Color Analysis, and many others. Our services are available exclusively through chat and messaging. All sessions are conducted in an online chat format, thereby, in order to get an outfit or personalized advice, the session with a stylist should be booked in advance and initiated from your end. If you need to book a session, kindly open the Stylist tab on the account and click the Start button. It's just a few clicks away, and you'll be all set.

User accounts are created manually by customers themselves during the subscription process. To subscribe to our service, customers need to provide their email and billing information during the payment process on our website.

We take transparency very seriously and ensure our advertisements accurately reflect our services.

Our records indicate that on the 3rd of May, you subscribed to our introductory 7-day offer for 9.99 USD, which automatically converts to the 4-week subscription at the price of ***** USD unless canceled before the time of renewal.
The email confirming the charge and detailing the subscription conditions was sent on the 3rd of May.

We are sorry to know that our service didnt work out for you and apologize for any possible inconvenience. We strive to provide every customer with the best possible experience.

We have reviewed records in our database and identified a payment of ***** USD. We confirm that we decided to refund the said amount in full.
Your subscription has been successfully canceled at your request. Rest assured, there won't be any additional charges. Please be aware that it may take up to 10 days for the refund to show up on your bank statement, depending on your card issuer.

If you have any questions or comments, please don't hesitate to reach out at ************************************************************. We are always here to help.
Best regards,
LUMI team
Initial Complaint
Date:05/08/2025
Type:Service or Repair 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 purchase a Lumi subscription online after seeing a ******** advertisement. I thought this might make things easy for me to find quick fashion ideas and it had a promotion for a sale on the service. I noticed there was a ****************************************** purchasing this service was heightened. On may 8th, I purchased a 12 week subscription. After logging into the app and reviewing the offerings I quickly decided this was not a service for me. I emailed customer care and asked for a cancellation and a refund that same morning. I was told that my subscription was canceled but the service was not refundable due to not liking the service. I asked again in correspondence and said the service was not as advertised and I was denied a refund again. The promotion and money back guarantee is misleading and false advertising.
Business Response
Date: 05/08/2025
Dear *******,
Thank you for taking the time to submit your message through the Better Business Bureau.

Weve thoroughly reviewed your complaint filed with the BBB platform and want to address the concerns you've raised.
Lumi is a styling service that includes such features as Crafting Personalized Outfits, Styling Tips, Clothing Delivery, Tailored Guides, Sessions with Stylists, Color Analysis, and many others.

User accounts are created manually by customers themselves during the subscription process. To subscribe to our service, customers need to provide their email and billing information during the payment process on our website.

We take transparency very seriously and ensure our advertisements accurately reflect our services.

Our records indicate that on the 8th of May, you subscribed to our introductory 84-day offer for ***** USD, which automatically converts to the 12-week subscription at the price of ***** USD unless canceled before the time of renewal.
The email confirming the charge and detailing the subscription conditions was sent on the 8th of May.

We are sorry to know that our service didnt work out for you and apologize for any possible inconvenience. We strive to provide every customer with the best possible experience.

We have reviewed records in our database and identified a payment of ***** USD. We confirm that we decided to refund the said amount in full.
Your subscription has been successfully canceled at your request. Rest assured, there won't be any additional charges. Please be aware that it may take up to 10 days for the refund to show up on your bank statement, depending on your card issuer.

If you have any questions or comments, please don't hesitate to reach out at ************************************************************. We are always here to help.
Best regards,
LUMI team
Initial Complaint
Date:05/07/2025
Type:Product Issues
Status:
ResolvedMore 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 subscribed to Lumi on 5/3, but cancelled the same day, 5/3/25, but they said no refunds. I saw on ****** I had two charges, one for the subscription and one described as "Ultra pack: 7 in 1 by Lumi for $29.95. I did not purchase this. The email is attached and is confusing but refers to a purchased Stylebook, but I dont even know what that is. After I cancelled I deleted the app. I would like to get the $29.95 back as I did not purchase or intend to, I will give up on the $29.64 for the subscription as buyers remorse after seeing what the app offered in full.
Customer Answer
Date: 05/07/2025
After informing LUMI that I did file a complaint with the BBB they did refund me the amount in dispute, but did not offer a refund of the subscription fee, which would have been nice as I cancelled same day. I am satisfied, but had to go through the effort to file with BBB.
Business Response
Date: 05/07/2025
Dear ****,
Thank you for taking the time to submit your message through the Better Business Bureau.

Weve thoroughly reviewed your complaint filed with the BBB platform and want to address the concerns you've raised.
Lumi is a styling service that includes such features as Crafting Personalized Outfits, Styling Tips, Clothing Delivery, Tailored Guides, Sessions with Stylists, Color Analysis, and many others.

User accounts are created manually by customers themselves during the subscription process. To subscribe to our service, customers need to provide their email and billing information during the payment process on our website.
We take transparency very seriously and ensure our advertisements accurately reflect our services.

Our records indicate that on the 3rd of May, you subscribed to our introductory 28-day offer for ***** USD, which automatically converts to the 4-week subscription at the price of ***** USD unless canceled before the time of renewal.
The email confirming the charge and detailing the subscription conditions was sent on the 3rd of May.

Furthermore, on the 22nd of February, you purchased a Style book for ***** USD. This is a one-time payment that gives you lifetime access to a personalized digital style book, on your color, body, and style type. You can find it anytime on the Home page in the app.

We are sorry to know that our service didnt work out for you and apologize for any possible inconvenience. We strive to provide every customer with the best possible experience.

We have reviewed records in our database and identified the payments of ***** USD and ***** USD. We confirm that we refunded the said amount in full on May 6th.
Your subscription has been successfully canceled at your request. Rest assured, there won't be any additional charges. Please be aware that it may take up to 10 days for the refund to show up on your bank statement, depending on your card issuer.

If you have any questions or comments, please don't hesitate to reach out at ************************************************************. We are always here to help.
Best regards,
LUMI team
Customer Answer
Date: 05/07/2025

Better Business Bureau:

After informing LUMI that I did file a complaint with the BBB they did refund me the amount in dispute, but did not offer a refund of the subscription fee, which would have been nice as I cancelled same day. I am satisfied, but had to go through the effort to file with BBB.

Sincerely,

**** ******
Initial Complaint
Date:05/05/2025
Type:Service or Repair Issues
Status:
ResolvedMore 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 went through the website and paid for a $19.99 subscription. Once I realized it was a scam and not the service it advertised itself to be, I cancelled. I cancelled within seconds of signing up- I never left the website. My cancellation was instant. I knew that I would still be charged the $19.99, but that was my burden that I was willing to live with. However, this morning I woke up to a bogus, unauthorized charge, by Lumi for $29.95 for ZERO SERVICES and/or products. I did NOT authorize this charge. This business is a scam.
Business Response
Date: 05/06/2025
Dear *********,
Thank you for taking the time to submit your message through the Better Business Bureau.

Weve thoroughly reviewed your complaint filed with the BBB platform and want to address the concerns you've raised.

Lumi is a styling service that includes such features as Crafting Personalized Outfits, Styling Tips, Daily Tasks, Tailored Guides, Sessions with Stylists, Color Analysis, and many others.
User accounts are created manually by customers themselves during the subscription process. To subscribe to our service, customers need to provide their email and billing information during the payment process on our website.
We take transparency very seriously and ensure our advertisements accurately reflect our services.

Our records indicate that on the 4th of May, you subscribed to our introductory 28-day offer for ***** USD, which automatically converts to the 4-week subscription at the price of ***** USD unless canceled before the time of renewal.
The email confirming the charge and detailing the subscription conditions was sent on the 4th of May.

Furthermore, on the 22nd of February, you purchased a 7-in-1 Guide for ***** USD, which includes a Body type, Color type, Hairstyle guide and other unique guides to enhance your styling journey. The guides were sent to your email address right after purchase.

We are sorry to know that our service didnt work out for you and apologize for any possible inconvenience. We strive to provide every customer with the best possible experience.

We have reviewed records in our database and identified a payment of ***** USD. We confirm that we refunded the said amount in full on May 5th.
Your subscription has been successfully canceled at your request. Rest assured, there won't be any additional charges. Please be aware that it may take up to 10 days for the refund to show up on your bank statement, depending on your card issuer.

If you have any questions or comments, please don't hesitate to reach out at ************************************************************. We are always here to help.
Best regards,
LUMI team
Customer Answer
Date: 05/06/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

********* ******
Initial Complaint
Date:05/05/2025
Type:Sales and Advertising 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 had purchased a plan that said I would receive outfits and one on ones with stylists telling me my body type and whats best for me to wear and a color palate. It said loud and clear 30 day money back guarantee so I thought that I had nothing to lose. Once the purchase was made, I was charged something else for. Subscription. Both charges now totalling close to 200$ Then everything they made it seem was included in the first price ended up actually costing extra.After realizing it was completely misleading, I reached out to customer service about getting a refund and said my reason was that I couldnt afford it. I couldnt afford all those extra charges that they made seem was already included in the main price. She said thats not one of their reasons for refund in their 30 day money back guarantee policy. It had been literally less than 5 minutes since the charge I asked her to cancel the payment since the charge was still pending and hadnt even gone through. I just kept getting generic responses about being sorry that they cant refund me.
Business Response
Date: 05/06/2025
Dear Alessandra,
Thank you for taking the time to submit your message through the Better Business Bureau.

Weve thoroughly reviewed your complaint filed with the BBB platform and want to address the concerns you've raised.

Lumi is a styling service that includes such features as Crafting Personalized Outfits, Styling Tips, Daily Tasks, Tailored Guides, Sessions with Stylists, Color Analysis, and many others.
User accounts are created manually by customers themselves during the subscription process. To subscribe to our service, customers need to provide their email and billing information during the payment process on our website.
We take transparency very seriously and ensure our advertisements accurately reflect our services.

Our records indicate that on the 5th of May, you subscribed to our introductory 84-day offer for ***** USD, which automatically converts to the 12-week subscription at the price of ***** USD unless canceled before the time of renewal.
The email confirming the charge and detailing the subscription conditions was sent on the 5th of May.

Furthermore, on the 22nd of February, you purchased a 7-in-1 Guide for ***** USD, which includes a Body type, Color type, Hairstyle guide and other unique guides to enhance your styling journey. The guides were sent to your email address right after purchase.

As for additional payments, they are intended to enhance your experience with us, particularly by providing access to a wide range of stylist sessions. We never intend to pressure our valued customers into making these choices. Our goal with these services is simply to provide tools and resources that could further enhance your experience with us. In this case, you can decline them by pressing the ****** button or by selecting the Lumi logo.

We are sorry to know that our service didnt work out for you and apologize for any possible inconvenience. We strive to provide every customer with the best possible experience.

We have reviewed records in our database and identified a payment of ***** USD. We confirm that we have decided to refund the said amount in full.
Your subscription has been successfully canceled at your request. Rest assured, there won't be any additional charges. Please be aware that it may take up to 10 days for the refund to show up on your bank statement, depending on your card issuer.

If you have any questions or comments, please don't hesitate to reach out at ************************************************************. We are always here to help.
Best regards,
LUMI team
Customer Answer
Date: 05/15/2025

Complaint: 23286503

I am rejecting this response because I still haven't received a complete refund. I don't even know what this charge is for.

Sincerely,

********** ********
Business Response
Date: 05/17/2025
Dear Alessandra,
Thank you for your message submitted through the Better Business Bureau platform.

Thank you for your follow-up. Weve carefully reconsidered the concerns youve reiterated and would like to offer further clarification regarding your experience with Lumi.

Allow me to remind you that Lumi, a personalized styling service designed to help you discover and embrace your unique fashion sense. Through expert guidance and tailored recommendations, we make fashion accessible and perfectly suited to your lifestyle.

Heres what you get with a Lumi subscription:
?? One personalized styling session per month - chat with an expert stylist for tailored fashion advice
?? Monthly curated outfits - receive new outfit ideas that align with your style and the latest trends
?? Specialized styling sessions, such as:
Seasonal Capsule: A mix-and-match wardrobe for the upcoming season
Color Palette: Discover the colors that complement you best
Style Identity: Define your signature look and many others

Transparency is a core value for us, and we ensure our advertisements and communications accurately represent the nature of our services.

According to our records, on May 5th, you subscribed to our introductory 84-day offer for $49.73 USD, which, as stated during sign-up, automatically renews into a 12-week subscription at $99.99 USD unless canceled before the renewal date. A confirmation email, including full subscription details and payment confirmation, was sent to you on that same date.

Additionally, on February 22nd, you purchased our 7-in-1 Styling Guide for $29.95 USD, which includes personalized resources such as body type, color type, and hairstyle guides. This content was delivered to your email immediately following your purchase.

We regret that our service did not meet your expectations and apologize for any inconvenience caused. At Lumi, we are committed to delivering a high-quality experience to all our customers.
Following a thorough review of your account, we confirm that full refunds have been processed for both charges$29.95 USD and $49.73 USDand your subscription has been successfully canceled as requested. Please allow up to 10 business days for the refunded amounts to reflect on your bank statement, depending on your financial institution.

If you have any questions or comments, please don't hesitate to reach out at ************************************************************. We are always here to help.
Best regards,
LUMI team
Initial Complaint
Date:05/05/2025
Type:Service or Repair 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.
Beginning in February I have attempted to cancel services with Lumi and they have disregarded my requests for cancellation - charging me $79.99/month for nothing in return. I have not received samples of clothing, consulting support or any tangible services from Lumi. Each time I contact Lumi they ask I send an email, which I have done three times now and still they continue to charge me for services NOT rendered. This company is a scam and should be held accountable for stealing from customers and not providing a means to opt out of subscription charges and honoring customer requests for cancellation.
Business Response
Date: 05/06/2025
Dear *****,
Thank you for taking the time to submit your message through the Better Business Bureau.

Weve thoroughly reviewed your complaint filed with the BBB platform and want to address the concerns you've raised.

Lumi is a styling service that includes such features as Crafting Personalized Outfits, Styling Tips, Daily Tasks, Tailored Guides, Sessions with Stylists, Color Analysis, and many others.
User accounts are created manually by customers themselves during the subscription process. To subscribe to our service, customers need to provide their email and billing information during the payment process on our website.
We take transparency very seriously and ensure our advertisements accurately reflect our services.

Our records indicate that on the 1st of February, you subscribed to our introductory 28-day offer for ***** USD, which automatically converts to the 4-week subscription at the price of ***** USD unless canceled before the time of renewal.
The email confirming the charge and detailing the subscription conditions was sent on the 1st of February.

You also subscribed to our 7-day Seasonal Capsule Introductory Offer for 1 USD which automatically converts to the 4-week subscription at the price of ***** USD. This subscription is aimed at creating Capsule wardrobe based on your preferences.

We are sorry to know that our service didnt work out for you and apologize for any possible inconvenience. We strive to provide every customer with the best possible experience.

We have reviewed records in our database and identified two payments of ***** USD. We confirm that we refunded the said amount in full.
Your subscription has been successfully canceled at your request. Rest assured, there won't be any additional charges. Please be aware that it may take up to 10 days for the refund to show up on your bank statement, depending on your card issuer.

If you have any questions or comments, please don't hesitate to reach out at ************************************************************. We are always here to help.
Best regards,
LUMI team
Initial Complaint
Date:05/01/2025
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.
**Complaint Against: Lumi (******************************)** **Date of Purchase:** 5/01/2025I am submitting this complaint because Lumi has failed to honor its clearly advertised money-back guarantee and has misrepresented the nature of its product. I purchased a subscription based on their promise of a personalized 12-week outfit plan tailored to my body type. This was a major selling point for me, and it was prominently featured before the paywall.Once I paid and accessed my account, I discovered that the product did not include what was promised. Instead of a personalized outfit plan, I only received access to general fashion articles. This is a clear case of the company failing to deliver the core product being advertised.When I contacted customer support and requested a refund under their money-back guarantee, I was told that they do not offer refunds due to dissatisfaction. However, this is not simply dissatisfaction I did not receive the service I paid for. Their refund policy (as outlined on their website) states that if the content is defective or inaccurate, a refund request is valid if submitted within 30 days. I requested a refund well within this timeframe and explained that the content was not only inaccurate but also did not match the product description at all.Refusing a refund under these circumstances is deceptive and fraudulent. They are hiding behind their terms while failing to acknowledge that they misrepresented the service. Their money-back guarantee appears to be a false advertising tactic, and they are operating in bad faith.**Resolution Sought:**- A full refund of the subscription fee I paid.
Business Response
Date: 05/03/2025
Dear *****,
Thank you for taking the time to submit your message through the Better Business Bureau.

Weve thoroughly reviewed your complaint filed with the BBB platform and want to address the concerns you've raised.
Lumi is a styling service that includes such features as Crafting Personalized Outfits, Styling Tips, Clothing Delivery, Tailored Guides, Sessions with Stylists, Color Analysis, and many others.

User accounts are created manually by customers themselves during the subscription process. To subscribe to our service, customers need to provide their email and billing information during the payment process on our website.
We take transparency very seriously and ensure our advertisements accurately reflect our services.

Our records indicate that on the 1st of May, you subscribed to our introductory 84-day offer for ***** USD, which automatically converts to the 12-week subscription at the price of ***** USD unless canceled before the time of renewal.
The email confirming the charge and detailing the subscription conditions was sent on the 1st of May.

We are sorry to know that our service didnt work out for you and apologize for any possible inconvenience. We strive to provide every customer with the best possible experience.

We have reviewed records in our database and identified a payment of ***** USD. We confirm that we refunded the said amount in full on the 1st of May.
Your subscription has been successfully canceled at your request. Rest assured, there won't be any additional charges. Please be aware that it may take up to 10 days for the refund to show up on your bank statement, depending on your card issuer.

If you have any questions or comments, please don't hesitate to reach out at ************************************************************. We are always here to help.
Best regards,
LUMI team
Initial Complaint
Date:04/30/2025
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.
On April 12, 2025 I signed up for what was presented as a free trial. Immediately I was charged $24.72 and auto payments were set up, by Lumi I. My ****** account. I emailed ********************** to cancel the service and request a refund for the 1 month service I was charged for. I do not have access to the service website now which should be paid for April 12, 2025 for 30 days. Ive gotten nothing from Lumi but paid $24.72. If like a full refund for the month I paid for and never received use of the service.
Business Response
Date: 05/03/2025
Dear *****,
Thank you for taking the time to submit your message through the Better Business Bureau.

Weve thoroughly reviewed your complaint filed with the BBB platform and want to address the concerns you've raised.

Lumi is a styling service that includes such features as Crafting Personalized Outfits, Styling Tips, Daily Tasks, Tailored Guides, Sessions with Stylists, Color Analysis, and many others.
User accounts are created manually by customers themselves during the subscription process. To subscribe to our service, customers need to provide their email and billing information during the payment process on our website.
We take transparency very seriously and ensure our advertisements accurately reflect our services.

Keep in mind that we do not offer any free trial subscriptions, only discounted packages like you purchased.
Our records indicate that on the 12th of April, you subscribed to our introductory 28-day offer, which automatically converts to the 4-week subscription at the full price of ***** USD unless canceled before the time of renewal.

The email confirming the charge and detailing the subscription conditions was sent on the 12th of April.

We are sorry to know that our service didnt work out for you and apologize for any possible inconvenience. We strive to provide every customer with the best possible experience.

We have reviewed records in our database and identified recent payments for ***** USD. However, we cannot proceed with the refund because the charges were disputed. We have to wait for the resolution of the dispute on the side of your bank or payment service provider.
Your subscription has been successfully canceled at your request. Rest assured, there won't be any additional charges.

If you have any questions or comments, please don't hesitate to reach out at *******************************************************************************. We are always here to help.
Best regards,
LUMI team
Initial Complaint
Date:04/29/2025
Type:Billing 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 tried a free trial period with Lumi (*********************) but when I tried to cancel before I was charged the monthly fee for $24.72 there was no way to cancel. Then today I was charged another $74.71.I would like my money refunded back to my ****** account
Business Response
Date: 05/03/2025
Dear *****,
Thank you for taking the time to submit your message through the Better Business Bureau.

Weve thoroughly reviewed your complaint filed with the BBB platform and want to address the concerns you've raised.

Lumi is a styling service that includes such features as Crafting Personalized Outfits, Styling Tips, Daily Tasks, Tailored Guides, Sessions with Stylists, Color Analysis, and many others.
User accounts are created manually by customers themselves during the subscription process. To subscribe to our service, customers need to provide their email and billing information during the payment process on our website.
We take transparency very seriously and ensure our advertisements accurately reflect our services.

Our records indicate that on the 1st of April, you subscribed to our introductory 28-day offer for ***** USD, which automatically converts to the 4-week subscription at the price of ***** USD unless canceled before the time of renewal.
The email confirming the charge and detailing the subscription conditions was sent on the 1st of April.

As per the subscription cancellation, let me remind you that to unsubscribe, click on the Profile icon to open your Profile Settings, then go to ****************** > Manage Subscription > Unsubscribe.

We are sorry to know that our service didnt work out for you and apologize for any possible inconvenience. We strive to provide every customer with the best possible experience.

We have reviewed records in our database and identified a payment of ***** USD. We confirm that we decided to refund the said amount in full.
Your subscription has been successfully canceled at your request. Rest assured, there won't be any additional charges. Please be aware that it may take up to 10 days for the refund to show up on your bank statement, depending on your card issuer.

If you have any questions or comments, please don't hesitate to reach out at ************************************************************. We are always here to help.
Best regards,
LUMI team

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