ComplaintsforLume

• Initial Complaint

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The products said cover up to 72 hours and that wasn't true. I want refund. No contact number.

  Business response

  07/02/2024

  Hi *********, 

  We are so sorry to hear that you did not see the results you hoped for with Lume. We can see that we have been helping you via email with troubleshooting and that your order was placed at *******. For order placed directly through us we offer a free 60-Day return policy which can be found here **********************************************. Because your purchase was made at *******, we don't have any access to the order information to help with a refund or return. You'll need to go to your local ******* store or contact their support online for help. I am sure someone there will be happy to assist you. 

  Customer response

  07/03/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  06/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I sent an email regarding my issues with the product, which I purchased from a retailer. My complaint stated that I purchased the soft powder a few weeks ago and notice there is always alot of crust / product build up around the opening that comes back after every use even with cleaning of the bottle. Also, I mentioned there is a strong foul odor with baby powder mixed in. Could this be a bad product? The way it was sold in *******, anyone could have opened it prior to me buying it. I'm wondering why there aren't seals on the product.I was told that I need to wipe the top to avoid build up (which I said I already do in my complaint) and that the smell is due to chemicals that make the product work. **************** didn't care and tried to give me $5 off to buy the product again, which isn't cheap enough to possibly throw more money away. I told them I would prefer a refund and they told me to talk to the retailer, however, certain open products are non-refundable. I no longer have the receipt but can take a picture of the bottle as proof of purchase.

  Business response

  06/25/2024

  We are so sorry to hear about your experience with your purchase from ******** Unfortunately, since the item was purchased at ******* and not through our website, we do not have access to *******'s point-of-sales system and therefore do not have access to either the purchase information or the funds from the transaction. Because of this, 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 they do offer 90-day returns on nearly everything one can purchase in their stores.

  Customer response

  06/26/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   Walmart doesn't accept open and used products such as toiletries for health reasons. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  05/16/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Extremely invasive and annoying email ad for a deodorant on Yahoo. It is from Lume.com and *********************************** Both have virtually no option to unsubscribe or stop their super aggressive invasion of my privacy.

  Business response

  05/21/2024

  Thanks for reaching out to us! We searched our system and it looks like you are not subscribed to Lume's marketing email list under the email address
  **************************.  All marketing emails that come directly from Lume will show the email sender as ********************************.
  Were happy to pass this along to our Marketing Team and request that they ask the affiliate to remove your address from their marketing emails.

• Initial Complaint

  04/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  To whom it may concern:I hope this email finds you well. I am writing this email as an urgent request for your review of the chemical ***** acquired following the continued use of Lume deodorant.Please be advised that I reached out to the company on March 19, 2024 and was not met with a satisfying resolution. Attached below, you will see a progressive chemical burn darkening on my left underarm. I have been using this product over the past few months beginning in November (see order confirmation). Please note that I have solely been using the included Lume products in the underarm area daily. Being that baking soda is excluded from the list of ingredients, I would absolutely not expect the dark, itchy, flaky response to continued use of Lume. The company refunded me one deodorant of the 4 deodorants purchased. I am highly requesting an urgent review, explanation and solution of this unfortunate situation.Regretfully,*****************************

  Business response

  04/11/2024

  Good Morning, 
  
  Were so sorry your experience wasnt a better one! Reactions to both formulas of Lume Deodorant are very rare, but anytime we put a product on our skin it can reveal sensitivities to an ingredient.
  
  A full refund was issued on 3-21-24 as a courtesy, even though the order was outside of the return window. 
  
  ~Team Lume
  

• Initial Complaint

  04/02/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased a bunch of product on 3.16.24 Received 3.21.24 Took a shower right away and almost immediately when testing and using the soap i broke out in hives Contacted business same day and they wanted me to return used product that caused a reaction Filed a paypal dispute and paypal refused to assist and refund and all i got was an email from Lume with a return label All i want is a refund

  Business response

  04/03/2024

  Good Afternoon, 
  
  We are always happy to honor our 60 Day Return Policy.  The policy is posted on our website and does require returning the items for a full refund. 

  Team Lume~

  Customer response

  04/04/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

   Rejecting response. I have an email from 2 days ago where they indicated they will be one time honoring and refunding the cost pending appeal with paypal. I offered to drop paypal dispute if they just went ahead and refunded without waiting

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  04/25/2024

  Hello,
  
  Our customer support team has responded to the message and provided the refund requested. We're glad we were able to sort out this situation for you! 

  Customer response

  05/08/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  *******************************
  
  
  
   
  
  

• Initial Complaint

  03/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an order with this company March 5 the money was taken out of my account on March 6. I received a delivery confirmation and tracking number and every time I checked the tracking it says the package is going to be delivered the following day and each day it continues to say the same over and over. I reached out to the company and they said the package was returned to them damaged. They said they sent a replacement and the same thing continues to happen again and now for the third time they are they sent another package. It's almost a month. I just saw someone has similar complain as I do. I believe this company is faking sending package and taking customers money.

  Business response

  04/03/2024

  Good Afternoon, 

  According to **** tracking, this order was delivered in or at the mailbox at 2:36 pm on March 27, 2024 in *********************
  
  Team Lume~

• Initial Complaint

  03/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an order at 1:53am n Sunday 3/17/24. I was up late doing my financials for the week. We go pay check to pay check. I didnt even realize the order had gone through. I looked at my bills for the *********** account realized there was a bill that came out and another on the way for Monday. I placed through PayPal so Lume order would also hit Monday causing my bank account to overdrafts I immediately tried to cancel several times at 3:56am I got an email that said they received my request but refuse to cancel ANY orders & have it in the small print in their terms and conditions that they will never cancel an order. I was told by customer service at ****** 3/**/2024 same day on a SUNDAY that they simply have no way to cancel and order and mine was in the fulfillment process as if they have minions waiting around the clock packing orders on a SUNDAY! A Holiday for some too. This is simply not true. Ive worked in online retailers and learned many systems. Its anti-consumer and solely to protect themselves & take money an run. I previously ordered from them in ************************************************************************************************************************************************* order. They just dont want to.I placed three orders with their two horrible experiences, and one smooth experience. This is ridiculous because they have no compassion. My bank account will over draft. There is no reason why somebody who places an order on business day and cancel soon after cant cancel their order. Consumers need to be protected & treated humanely. Lume doesnt do that. They have hurtful policies hidden in their terms and conditions that most will not read before adding to cart. Despite my situation they refuse to cancel the order on a SUNDAY the same day it was placed -shortly after it was placed. It makes no sense.

  Business response

  04/03/2024

  Good Afternoon, 
  
  In an effort to be transparent, our Shipping & Returns Policy does state that Once an order has been submitted into our system, we cannot cancel, edit, or make any changes to the order, the items in the order, or the shipping/billing addresses. Please double-check the items in your cart and verify the accuracy of your billing and shipping information before confirming your order.
  
  This order has an open PayPal Dispute initiated with your financial institution concerning this order. Unfortunately, we aren't able to issue a refund as they have tentatively reassigned the funds back to you while the chargeback is being investigated. While it can take up to 75 days for your financial institution to resolve the chargeback, each bank/payment service is different so please check with yours for the most accurate expectation. 
  
  Team Lume~
  
  
  

• Initial Complaint

  03/18/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I have been receiving constant marketing emails from Lume Deodorant even after asking to be removed from mailing lists. The emails are filling up my email inbox and unwanted, and the continuous sending of those from the company is extremely frustrating.

  Business response

  04/03/2024

  Good Afternoon,
  
  Thanks for reaching out to us! We searched our system and it looks like you are not subscribed to Lume's marketing email list under the email address ************************* sounds like you are subscribed to the email list of someone who is a Lume affiliate. If you wish to stop receiving those emails, we'd recommend unsubscribing at the bottom of the email by clicking "Unsubscribe" or "Click here."
  Please note that any and all marketing emails that come directly from Lume will show the email sender as ********************************
  Were also happy to pass this along to our Marketing Team and request that they ask the affiliate to remove your address from their marketing emails.
  
  Team Lume~
  

• Initial Complaint

  03/06/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I have never expressed interest in this company's products, yet I have received hundreds of spam emails from their affiliates. The business owner should take stronger action to get affiliates in line and terminate the relationship for those in violation of the Affiliate Partner Agreement. Ideally, I'd also like to see this company create an online portal for the public to report affiliates who send spam.

  Business response

  04/03/2024

  Thanks for reaching out to us! We searched our system and it looks like you are not subscribed to Lume's marketing email list under the email ******************** It sounds like you are subscribed to the email list of someone who is a Lume affiliate. If you wish to stop receiving those emails, we'd recommend unsubscribing at the bottom of the email by clicking "Unsubscribe" or "Click here."
  
  Please note that any and all marketing emails that come directly from Lume will show the email sender as ********************************
  
  Were also happy to pass this along to our Marketing Team and request that they ask the affiliate to remove your address from their marketing emails.
  
  Team Lume~

  Customer response

  04/04/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The businesss response does not acknowledge the fact that their affiliates engage in massive spamming campaigns. This is documented online in many public forums. 
  

  Im not talking about being subscribed to an email list that I didnt intentionally subscribe to. Im saying that their affiliates are purposefully spamming. They must be aware of this practice, and I want them to take some significant action resolve it. 

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  05/09/2024

  Good Afternoon, 
  
  
  Thanks for reaching out to us! We searched our system and it looks like you are not subscribed to Lume's marketing email list under the email address ********************.
  It sounds like you are subscribed to the email list of someone who is a Lume affiliate. If you wish to stop receiving those emails, we'd recommend unsubscribing at the bottom of the email by clicking "Unsubscribe" or "Click here." 
  Please note that any and all marketing emails that come directly from Lume will show the email sender as ******************************** 
  Were also happy to pass this along to our Marketing Team and request that they ask the affiliate to remove your address from their marketing emails.
  
  ~Team Lume

• Initial Complaint

  02/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  recieved the lume starter pack and i use the cream and pea size and spread on **** crack were is broke out terrible and im still treating it for over two weeks, now my husband tried out the deoderant and he is miserable under arm pits,, he's is all broke out. please help in this matter and figure out why people are braking out with this terrible rash.

  Business response

  04/05/2024

  Good Afternoon, 
  
  We’re so sorry your experience wasn’t a better one! Reactions to both formulas of Lume Deodorant are very rare, but anytime we put a product on our skin it can reveal sensitivities to an ingredient.
  
  Sometimes, a number of factors can be at play together so we do always recommend making sure only a few swipes are applied and that it is applied to totally dry skin.  Our customer service team is always happy to help troubleshoot if you would like to contact them at *************************. 
  
  ~Team Lume

*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. ↩