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: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:04/29/2025

  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 signed up on 4/5/25. I immediately had problems getting into my account. I got confirmations to my email, but when trying to log in the site and app, it kept saying my email wasnt found. They sent me links to the app and site to get in. I still couldnt access it without those links, and would have to reset my password each time. The account also wouldnt save my progress and I would start back at day 1 on each log in. By 4/14 I was fed up and asked for a refund. I was told they couldnt refund me for personal or financial reasons. I responded saying I was aware, and I was canceling for technical issues on their part, which had nothing to do with personal or financial problems - just their awful product/service. On top of all of this: nowhere in the sign up did it say there would be limited daily lessons as the form of styling help. It promised help for your color palate, and styling for your body, but didnt mention youd have to do daily lessons for a month until getting that, and pay extra for every little thing. So in addition to the technical issues, their service wasnt clear at worst and misleading at best. Its a total scam. Its predatory to claim a money back guarantee and then say its entirely conditional. Additionally, when I tried to get a refund within their ridiculous terms, they still said I was ineligible! Horrible business practice. I demanded a refund in full as they are absolutely predatory, and they acted like they were doing me a favor by offering me half. I should be refunded in full, per their own money back guarantee. Telling everyone I know, and posting everywhere to not fall prey to these scammers.

  Business Response

  Date: 05/01/2025

  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 6thof April, you subscribed to our introductory 365-day offer for ****** USD, which automatically converts to the 52-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 6thof 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 a payment of ****** USD. We confirm that we refunde the said amount in full on April 27th.
  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:04/23/2025

  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 purchased a trial of Lumi for *****. The description of services is not clear upfront and advertising suggests you would receive an email with a suggestion of clothing items, and clothing items options by mail. Once in the app, there are hyperlink photos of different categories of extra topics to join, BUT the price was not listed there, nor did it ask for approval for an additional charge. It is just added on to the initial card. How they catch you is you have to seek out and read the faq section about add ons, refund and subscription topics. The only thing I was aware of I would be charged for is the initial fee of *****, however, as described above, I was mislead with advertising in my quiz that I would be getting an email with suggestions and clothing by mail (much like Stitch Fix). The only reason I knew I was being charged the extra ***** is because of the online transaction listed on my card! I emailed the customer support right away (within MINUTES) of placing the initial trial subscription order, and did not use any of the services or even browse ****** the initial homepage, yet even with these circumstances and 3 emails of kindly asking for an exception, they would not budge with refund. Thank you in advance for looking into this and for your help. Best, ******* **********

  Business Response

  Date: 04/28/2025

  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.
  
  ************* 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 22nd 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 22nd of April.
  
  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.
  
  Meanwhile, I understand that extra payments can feel overwhelming. Please know these purchases are completely optional theres no pressure at all. They're simply tools to enhance your experience. You can easily skip them by pressing ****** or selecting the Lumi logo.
  
  As per the clothing suggestions, I just want to inform you that for a personalized experience, a session with one of our stylists would be the best option. During this session, they will create a look based specifically on your preferences and color profile.
  
  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: 05/12/2025

  Thank you, I didnt get the near the full refund amount, but Im happy the BBB is aware, and the company knows to possibly alter their advertising and algorithm for more accurate and transparent service.

  Thank you,
  *******

• Initial Complaint

  Date:04/22/2025

  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 ordered from this company and cancelled my order via email the same day. Lumi refuses to refund my money and I have since seen many consumer complaints against them on your website. I belive this company is scamming people out of their money and tacking on additional charges that were not ordered.Order date 3/11/25 for $29.95 They tacked on another charge of $29.64 the same day.I never received or used their services.

  Business Response

  Date: 04/28/2025

  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 11th of March, you subscribed to our introductory 28-day offer for ***** USD, 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 11th of March.
  
  Moreover, you have opted for a 7-in-1 Guide Bundle 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.
  
  Meanwhile, I understand that extra payments can feel overwhelming. Please know these purchases are completely optional theres no pressure at all. They're simply tools to enhance your experience. You can easily skip them by pressing ****** or 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 recent payments for ***** USD and ***** 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

  Customer Answer

  Date: 04/28/2025

   
  Complaint: 23232556
  
  I am rejecting this response because:

  This is the same response I have previously received from Lumi with no help to resolve it and refund my money. I cancelled my subscription the same day, never used their services and still have no refund. I have added three screenshots from the web, one being from your BBB website which gives this company an F rating. There are two others from ***** and Reddit that show how others are been scammed by this company. Please do something to take have this company investigated.
  

  Sincerely,
  
  ***** *******

  Business Response

  Date: 05/07/2025

  Dear *****,
  Thank you for reaching out and submitting your reply!
  
  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.
  
  I would like to clarify that 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.
  
  Furthermore, I must inform you that the dispute concerning the transactions of ***** USD and ***** USD has already been resolved. This means that after a thorough review by the payment processor, the chargeback was determined to be valid, confirming that the transaction was legitimate and aligned with our terms and conditions. We submitted all necessary evidence to demonstrate the validity of the charge, and the payment processor reached its decision based on this information.
   
  Since the dispute has now been formally settled, we are unable to issue a refund at this stage, as it would conflict with the final decision made by the payment provider.
  
  I completely understand that this might not be the outcome you were hoping for, and if you have any questions or comments, please reach us out at ************************************************************. 
  Best regards,
  LUMI team

  Customer Answer

  Date: 05/07/2025

  Hello, this resolution is NOT satisfactory. The Lumi company has done nothing to offer a solution either in a full or partial refund. How can they state that this was a legitimate transaction when I cancelled their service right after paying for it?

  Any reputable company would work to obtain a solution for the consumer. Lumi has NOT attempted to do any of that and they are scamming customers with surprise charges.

  This company needs to be investigated by the states attorney general.

• Initial Complaint

  Date:04/22/2025

  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 made a purchase today to Lumi thinking it was a subscription service where I would get clothing items (like stitch-fix). They falsely advertised and charged me ***** + tax just to take a quiz with no results. I then accessed the app to see if there was any more to it and they forced me to enroll into a subscription that, to be honest, wasnt clear what it was used for but the only way I could access the app was to accept. Once I was on the app, it was VERY clear the entire app is run by AI, including the outfits it was advertising. This is clearly a SCAM! I emailed them within 5 minutes of realizing I was scammed and they refuse to give me my money back. They say they have canceled my subscription but that my feeling of being falsely advertised will not get me a refund. With reading other reviews, Im not even sure they have actually canceled my subscription. I will likely have to cancel my credit card. STAY FAR AWAY from this company.

  Business Response

  Date: 04/28/2025

  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.
  
  ************* 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 21st 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 21st of April.
  
  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.
  
  Meanwhile, let me assure you that each member of our service is a real person, and we are more than willing to find a mutually beneficial resolution regarding your inquiry.
  
  As per the suggested outfits, I just want to remind you that for a personalized experience, a session with one of our stylists would be the best option. During this session, they will create a look based specifically on your preferences and color profile.
  
  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 1.00 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:04/16/2025

  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 am writing to dispute Lumi Clothings refusal to refund the charges made to my account totaling $94.62 on April 15, 2025. This includes one completed charge of $29.99 and two pending charges of $34.99 and $29.64. I contacted Lumi the following business day to cancel and requested a refund. They agreed to cancel future charges but denied a refund, citing their money-back guarantee policy.However, this is not a case of buyers remorse. The issue lies in the lack of transparency in Lumis subscription model. At no point was I clearly informed that I was agreeing to multiple subscriptions, automatic renewals, or being billed nearly $95 for services that were not fully disclosed. The sign-up process was cluttered with vague add-ons and lacked any clear consent mechanism for recurring payments.Lumis refusal to refund under the premise that this is a financial misunderstanding is unacceptable. This is not about preference; this is about a misleading user experience designed to confuse customers and quickly capture payment. I believe their practices border on deceptive billing and fail to meet basic standards of transparency and informed consent.I respectfully request a full refund of $94.62 and hope the BBB will review this complaint in light of fair business conduct, not policy fine print.

  Business Response

  Date: 04/17/2025

  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 12th 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 13th of April.
  
  You also subscribed to our 28-day Seasonal Capsule Introductory Offer for ***** 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.
  
  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. 
  
  As for additional payments, they are intended to enhance your experience with us, particularly by providing access to a wide range of stylist sessions. It's important to note that we do not compel you to make these purchases. In your case, you could just have pressed the *** button to decline them.
  
  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: 05/03/2025

  Was this a full reimbursement or partial? $94.58 (full) or only the *****? Sorry for the delay, **** had some personal issues.  Thank you for the assistance.

  Business Response

  Date: 05/07/2025

  Dear *****,
  Thank you for reaching out and submitting your reply!
  
  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.
  
  I would like to inform you that the refund for all 3 charges of ***** USD, ***** USD, and ***** USD was successfully provided on April 18th.
   
  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.
  
  I completely understand that this might not be the outcome you were hoping for, and if you have any questions or comments, please reach us out at ************************************************************. 
  Best regards,
  LUMI team

• Initial Complaint

  Date:04/15/2025

  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.

  On 4.15.25 - I paid for a trial of the Lumi style platform. After paying, I was able to access the product and it was immediately clear to me that the reality of the service did not match what was promised. I requested a refund within 5 minutes of the initial transaction, having not used the product at all and cancelled my subscription and refuse to refund because it does not meet their return policy.

  Business Response

  Date: 04/16/2025

  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 15th of April, 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 15th 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 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:04/14/2025

  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.

  On March 16, 2025, I purchased what I thought was a wardrobe styling service that was offering a 84 day trial at a discounted price of $44.73 and then $99.99 for the 12-weeks selection service. The website clearly stated theyre was a 30 day money back guarantee. And that if I didnt cancel 24hrs before June 8, 2025, I would automatically be charged the $99.99. However, after a 1-2 weeks of noticing that I never heard back from this company to begin my wardrobe consultation service, I attempted to find their website which was very difficult to find and was unable to login. Feeling suspicious, I began to research this company and found that it is unfortunately a scam! I immediately went to look at my payment records to make sure I wasnt overcharged. Lord and behold I was! They charged me $99.99 instead of the $44.73! After finding their email address to cancel services immediately, I was told that they would cancel my subscription but could not reimburse me the $99.99 for personal or financial issues! Like what?!!! This is a scam! After several emails, Im suspecting Im not even talking to a real human, I have not been able to get my $99.99 back. I therefore am filing this complaint with BBB to inform you that Ive been scammed out of $99.99 and need your assistance to get refunded. Thank you.

  Business Response

  Date: 04/15/2025

  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. 
  
  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. 
  Additionally, let me assure you that each member of our ************* team is a real person, and we are more than willing to find a mutually beneficial resolution regarding your inquiry.
  
  Our records indicate that on the 17th of March, 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 17th of March.
  
  As you explore our subscription plans, I want to make you aware of our time-limited offers. During this process, you might notice a Reserved Price, which is available for a limited time. This offer typically gives you enough time to review your options and make a decision, allowing you to purchase at a discounted price before the offer expires.
  
  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

  Customer Answer

  Date: 04/16/2025

   
  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 with the understanding that Lumi will be refunding me the full amount of $99.99 within the next 10 business days. Should I not receive this refund in full, I would have to file another complaint with BBB.
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:04/14/2025

  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.

  on 4/11/25 I received an alert that my account was being charged for $39.99 by a company called Lumi. I contacted Lumi via email since there is no customer service number listed anywhere to as I did not subscribe to this service and I'm not even sure what it is. I received a response most likely from a bot stating that I did subscribe, and I would not be refunded. I then received an email stating that my subscription was cancelled. The one I never subscribed to. Then another alert came in from my bank showing Lumi attempted to deduct another $39.99 from me. There was no investigation done, I also reached out to ******* but they will only go by what the company says. This is clearly some type of scam and after going through my bank account transactions, I now see that I have been charged multiple times by this company for services that I never used or approved of. I did go in lock down my pay pal account down but all I want is my hard-earned money refunded back to my account. Thank God I have alerts from my bank.

  Business Response

  Date: 04/15/2025

  Dear Tene',
  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.
  Additionally, let me assure you that each member of our ************* team is a real person, and we are more than willing to find a mutually beneficial resolution regarding your inquiry.
  
  Our records indicate that on the 15th of February, you subscribed to our introductory 28-day offer for ***** USD, 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 15th of February.
  
  Moreover, you have opted for a 7-in-1 Guide Bundle 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 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

  Customer Answer

  Date: 04/15/2025

   
  Complaint: 23194541
  
  I am rejecting this response because: I did not order or use this companies service AT ALL and will be reaching out to my bank for assistance with resolving this.  It's a shame how companies like this scam hard working people and get away with it. I will be making sure to review this company everywhere that I can so that this doesn't happen to others. I dont know how this charge was put on my bank account, I DID NOT sign up for this service.
  
  Sincerely,
  
  Tene' Packer

  Business Response

  Date: 05/07/2025

  Dear Tene',
  Thank you for reaching out and submitting your reply!
  
  I apologize for any confusion or frustration youve experienced with our service. I can see how it may feel misleading if things arent explained clearly, but we always make sure to inform our customers regarding all the service peculiarities before making a purchase.
  
  I empathize with your concern, and I want to clarify that you did sign up for our service on February 15th. Completing a purchase involves a series of deliberate steps, ensuring that users are fully informed and have willingly provided the necessary information. 
  
  The emails confirming the charges and detailing the subscription conditions were sent on the 15th of February.
  
  Meanwhile, I would also like to inform you that your subscription has been successfully canceled, and there will be no further charges applied to your account. You can rest assured about that.
  
  Furthermore, I must inform you that the dispute concerning the transaction of ***** USD has already been resolved. This means that after a thorough review by the payment processor, the chargeback was determined to be valid, confirming that the transaction was legitimate and aligned with our terms and conditions. We submitted all necessary evidence to demonstrate the validity of the charge, and the payment processor reached its decision based on this information.
   
  Since the dispute has now been formally settled, we are unable to issue a refund at this stage, as it would conflict with the final decision made by the payment provider.
  
  I completely understand that this might not be the outcome you were hoping for, and if you have any questions or comments, please reach us out at ************************************************************. 
  Best regards,
  LUMI team

  Customer Answer

  Date: 05/07/2025

   
  Complaint: 23194541
  
  I am rejecting this response because: ************ is a scam, I never signed up for this and if you refuse to refund the money that was deducted from my account for services I never received that is only a reflection of how dishonest this company is. The sad part is that it's not even an extreme amount of money, for me, it's about this companies' integrity and taking the initiative to rob people of their hard-earned money no matter the amount. I just hope that anyone that researches this company reads all of the reviews on this site before getting scammed. 
  
  Sincerely,
  
  Tene' Packer

  Business Response

  Date: 05/08/2025

  Dear Tene',
  Thank you for getting back to ***
  
  Were truly sorry to hear that your experience with our service didnt meet your expectations. Please accept our sincere apologies for any inconvenience this may have caused. At LUMI, we are committed to delivering a high-quality and transparent experience for every customer.
  
  Wed like to take a moment to clarify that our services are offered exclusively through online chat and messaging. To receive a personalized outfit recommendation or style advice, its necessary to book and initiate a session with a stylist in advance. This format is clearly outlined in our service descriptions, and we make every effort to ensure our advertising reflects this accurately.
  
  Regarding your subscription, we can confirm that it has been successfully canceled. No further charges will be applied to your account, and you can be assured of that.
  
  Concerning the recent dispute of the $39.99 transaction, wed like to inform you that this has been fully reviewed and resolved by the payment processor. After evaluating the submitted documentation, they determined the charge to be valid and in accordance with our stated terms and conditions. As the dispute has now been officially closed by the processor, we are unfortunately unable to issue a refund at this time.
  
  We understand this may not be the resolution you were hoping for, and we truly regret any frustration this may have caused. If you have any further questions or need assistance, please dont hesitate to reach out to us at ************************************************************.
  Warm regards,
  The LUMI Team