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: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.

  The LUME Whole Body Deodorant smells great but it just doesnt spray. Ive had it for several months but when I purchased it the spray was so thin and fine I just put it away. Tried to use it and no spray at all. Id like the money I paid for it

  Business Response

  Date: 04/16/2025

  Hi ******,
  
  We're really sorry to hear your Spray Deodorant isn't functioning correctly and we definitely want to get you taken care of! If you could please reach out to our **************** Team, we'd be happy to help. Our support team can be reached at: ********************************************************
  
  We look forward to helping you! 
  

• Initial Complaint

  Date:04/04/2025

  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 have used Lume deodorant for a few years. I originally bought it during the pandemic when I gained some weight and developed a belly fold. A friend recommended Lume for that area, so I gave it a try. Since it was quite expensive, I figured Id also use it on my underarms. The product claimed to offer 72-hour protection, so I assumed it would be fine to skip a day. Thats when things went downhillI started smelling like my 13-year-old self, the only time in my life Ive ever dealt with body odor.The advertising is completely misleading, and its honestly ridiculous. Lume may have been one of the first to innovate in this space, but now theres a lot more competition. Unlike a brand like Tide, which builds lifelong loyalty starting from a young age, Lume has completely lost me. I have no problem walking away from this awful experienceand the even worse smell.

  Business Response

  Date: 04/10/2025

  Our family of Whole Body Lume Deodorant products have clinically proven 72-hour odor control. Once you are "primed" with Lume and have achieved an odor-free interval of 24 hours or more, you can begin to experiment with how much and how often to apply Lume to fit into your lifestyle. While some people are able to skip applications even after showering, we recommend reapplying Lume each time you soap up your pits to maximize your odor-free interval. Everybody is different. You can find even more tips about maximizing odor control with Lume in our Getting Started Guide which can be found here ************************************************ but don't hesitate to let us know if you have any more questions! Our friendly customer support team is always here for you to help troubleshoot and get you on track with Lume and can be reached at ********************************* For any order placed within the last 60 days we do offer a free 60-day return policy which can be found here for your reference ****************************************************************************.
  

• Initial Complaint

  Date:03/10/2025

  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 purchased lume deodorant spray and wipes from a retail store the product has issues the spray doesn't spray properly something is wrong with the sprayer it spills out not a spray like it should be and the wipes are clump up in the pack you can't take out one sheet at a time it's made with the cheapest paper to cost ***** in the retail store I've been buying these deodorants since 2020 I've spent a lot of money on these products to be disappointed by defects and the solids and creams deodorants do not work like they report them to be they don't keep you fresh as long as reported also their should be a real contact number a real person to talk to about this over price stuff .

  Business Response

  Date: 03/11/2025

  Thanks for reaching out! We're sorry to hear that you weren't totally satisfied with your Lume purchase. We don't have access to a retail store's point-of-sales system, so we don't have access to the purchase information or the funds from the transaction. This means that we aren't able to help with a return or refund of the product, but we'd really encourage you to reach out to their support team or return it to one of their stores as many retailers do have return policies that apply to body care products. 

• Initial Complaint

  Date:03/07/2025

  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 contacted lume about Order ********* and they would not provide a replacement for defective products even though their ads love to Brag about a satisfaction guarantee. They claim theres a limited Time window to report a problem but if these items were Purchased in advance as a gift that should not apply. Defective products are defective products and should be replaced.

  Business Response

  Date: 03/11/2025

  Hi ***, 

  We looked into this issue and can see that you order was from November 8th 2024. You wrote to us on March 1st, almost 4 months later, stating that the sprays did function properly but you stopped seeing odor control after several months of using them. We provided you with troubleshooting tips and support. We do offer a free 60 day return policy if a customer is not satisfied with their order for any reason. We never wish for a customer to have a poor experience when purchasing or returning products from us, but we do hope you can understand that we have a return policy in place that we abide by. We choose to post the return policy on every page of our website so a customer can make an informed decision before hey purchase and know the terms of the sale, as it's truly never our intention to mislead a customer. 
  

  Customer Answer

  Date: 03/11/2025

  I have determined that my complaint has NOT been resolved because:  I also mentioned that you should honor the replacement bc of it being a gift that was not immediately given to the person, so it has been less than 60 days.
  

  Business Response

  Date: 03/12/2025

  We are sorry that you weren't able to see the results you hoped for. The items are not defective, however, as results can vary based on a number of factors. We are happy to continue to trouble shoot with you through email to try to get you the results you are hoping for since your order is well outside of our return policy. Feel free to reach back out to us through your open tickets with our support team. We also see that we issued you a full refund on your most recent order which should post in your account within 10 business days. 

• Initial Complaint

  Date:03/05/2025

  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 this ********************** through my phone, the product doesn&#**;t work and was advertised 72 hr. hold stick. They have no customer service for disabled consumers to speak to I am not very good at computers for I am 70 years old. I would like a full refund $50.00 for the product that is falsely advertised. [ Taken indication by ******************** rep ****

  Business Response

  Date: 03/07/2025

  Hi *******,
  
  We are happy to help. Mando Deodorant has been clinically proven to provide 72-hour odor control, so wed love to share some of our recommendations for maximizing your odor control interval. When applying Mando, we recommend just a trace or pea-sized amount, extending the application area about 2 inches outside the area that bears hair.
  Mando works best when applied to clean, dry skin and we want to create a solid odor-prevention barrier when it's applied. Mando deodorant is clinically proven to provide 72 hours of odor control. Please continue to give it some time and let us know if you notice any improvements in the coming days! We've found that the more customers use the products, the more effective they are at preventing odor. Don't give up on Mando just yet!
  
  We located your email correspondence with our team and see you are referring to an order placed on **********. We also understand if you wish to explore return options so we have included the instructions to initiate a return below.
  Within your Amazon account:
  1. Go to "Orders" to display your recent orders. (To return a gift, see "Return a Gift.")
  
  2. Choose the order you wish to return and if it is eligible for a return, select "Return or Replace Items."
  
  3. Select an option from the "Why are you returning this?" menu.
  
  4. After you have selected your reason for return, choose how you would like your return processed by choosing a refund or a replacement, if applicable. (For items sold from an Amazon seller, you'll see "Submit Return Request." The ****** seller reviews return requests before issuing a refund or replacement. If you don't receive a response within two business days, you can submit an "A-to-Z Guarantee" claim. For more information, see "About A-to-Z Guarantee.")
  
  5. Select your preferred return method.
  
  6. Print your return label and return authorization. (Please note that each return label is assigned to a specific return. To make sure that you receive the correct refund, don't include items from multiple orders or shipments in the same box.)
  
  7. Add your return label (if applicable) and package your items for return. Pack your item securely following the instructions sent to you when you requested your return from the Returns Center.
  
  Let us know if you have any other questions!
  
  

• Initial Complaint

  Date:02/19/2025

  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.

  Lume is set up so you CANNOT complain. Lume requires a text or email code to report an issue, even when logged into your own account. Then they never send it. Lume website provides one phone number, but notes no humans answer their phones and a response is not guaranteed. Ive encountered numerous Lume product issues. Spray nozzles are cheap and defective, so you only get to use about 10% of a $15 bottle of spray. I ordered six sprays during a promo and ALL of them are defective. Gave Lume benefit of the doubt and tried another order with creams instead of sprays. I ordered a six-set cream deodorant sampler. Two of the six contained a watery substance (nothing close to cream) and I had to throw them away immediately. One of them smelled like spoiled milk so I had to discard that too. Half the set went straight into the garbage due to Lumes poor quality. The inability to contact them directly has been exasperating. I just want to warn others not to waste their money on sub-par merchandise and zero customer service.

  Business Response

  Date: 02/20/2025

  Hi *******, 

  We are so sorry to hear that you are having issues with your products and additionally locating our contact information. This is not the type of experience we wish for any of our customers to have. Any time you need assistance, you can respond to any email from us or send ua a new email to ********************************* We take a lot of pride in our fast response time. We look forward to hearing from you and working on a resolution with you. You can also reach out to us by clicking on *********** at the bottom of our website and then scrolling down to the bottom and choose either Chat (live) or Text. 

• Initial Complaint

  Date:01/28/2025

  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 have no complaints with the efficiency the product, just that the spray cap wont release once I spray my underarms. It sprays me in the face and all over the room! Im losing a good deal of the product. I can usually get it to d Stop when I grab my bath towel and pull up on the sprayer once I have the top covered with the towel.

  Business Response

  Date: 01/29/2025

  Thanks so much for reaching out -- we're so sorry to hear your Spray Deodorant isn't functioning correctly! We're going to get a replacement shipped out to you -- you'll receive a new email confirmation shortly + a new shipping confirmation with tracking information once it ships. Please let us know if you have any questions in the meantime. 
  
  
  

• Initial Complaint

  Date:01/02/2025

  Type:Delivery 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.

  Dismay that I placed a LUME order on their website. I incorrectly placed the wrong shipping address. I am trying to get shipment address changed and 1 hr. and 45 minutes later I am seeking a complaint. It's simple if they had better customer service.

  Business Response

  Date: 01/03/2025

  We are so sorry for the inconvenience. We can see that your wrote in to us 2 hours after placing the order and 14 minutes later we responded and we had a free replacement order created for you to the updated address. We will be sure to pass along your feedback regarding your experience with trying to change the address yourself before contacting us to our website team. We are always trying to improve the customer service. In the meantime you can always just contact us like you did for help with any issue. 

• Initial Complaint

  Date:12/23/2024

  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.

  False advertising. This product didn't give lasting protection for 72 hours is advertised. I had smells within hours.

  Business Response

  Date: 12/24/2024

  Were sorry to hear you're not seeing the results you were hoping for. Our Whole Body Deodorants are different than most deodorants out there, so we have some tips that may help!
  Although your order date is outside our 60 Day Return Window, we are happy to refund the purchase price as a one time courtesy.
  We hope you will give us another try!

• Initial Complaint

  Date:11/25/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  there is no phone number for Lume, they left out my bonus git i paid $5.00 for, can not get through with email can not get into my account to email them

  Business Response

  Date: 11/26/2024

  Unfortunately we can confirm that we did not receive any emails from you about a missing item, only an email about a concern with your shipping address. We can see that our customer service team assisted you with this issue. We are glad you received your order but sorry to hear that an item was potentially missing from it.  We are going to send you a private email to the email address attached to your order so we can collect for information about your issue and we are happy to send a free replacement for any items missing. We look forward to helping!