ComplaintsforLume
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
12/14/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
On November 16, 2022, I placed an online order with Lume Deodorant and should have received my order by now. I have a tracking number and order number. When I check the stays, it says as of Nov 2, 2022, my order had arrived by *** awaiting acceptance to the local post office. I have tried calling the phone numbers that are in the Lume site as well as emailing, neither seem to work. I would like help in receiving my order or getting my money back, Respectfully I ask?Business response
04/12/2024
Thank you for reaching out to us. We're so sorry for the delay as well as the inconvenience. We checked the tracking for your package and it looks as though the mail carrier may have lost or misplaced it. We checked on your refund status and it looks like your order was refunded on December 28th, 2022.
If you still have not seen your refund reflected in your account, we would suggest calling your banking institution.
Please let us know if you have any other questions!
-Team LumeInitial Complaint
12/13/2022
- Complaint Type:
- Billing Issues
- Status:
- Resolved
3 Items were order. The company charged $60. 1 item plus 2 free items were recieved but the 2 other items were never shipped and still charged for the entire order. When I asked for a refund, they are asking me to return the items for a full refund (I just said they were not in my order). If they don't receive the items, I will not get my full refund. I'm so frustrated because there is no phone number. Only an email address.Customer response
01/04/2023
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. The company shipped the missing product once getting you involved. Thank you.
*********************************************
Initial Complaint
12/13/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I placed an order with the company on November 25th,2022 for he amount of $25.00 And have not received the product I have sent numerous emails, text messages and Messages on FB messenger And no one has contacted me back I also sent proof of the money being taken out of my account and still no response from customer service.I feel as though this might have been a scam due to the fact that no one has got in touch with **** asked if they could either send the product or refund my money and I get an automated response saying if I want a refund I have to return the product but I haven't received any product from them.*** hoping someone can help me resolve this issue.Iam On A fixed income I get SSD and I really cant afford to lose money like that especially since iam raising my 4yr old grandson.Thank You *************************Business response
04/12/2024
Thank you for reaching out to us. We're so sorry for the delay as well as the inconvenience that you didn't receive your Lume order!
Our records indicated that your order ******** was fulfilled and shipped on November 29th and marked delivered on December 12th, 2022. You reached out to our team via Facebook to indicate that you had not received that package and a complementary replacement order was processed on December 19th, 2022.
We hope this helps but please do not hesitate to let us know if you have any questions at all.
-Team LumeInitial Complaint
12/12/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I purchased Lume deoderant 11/27 with promise of it shipping 12/4. No shipping confirmation or tracking number was emailed. I decided to go back and look at my purchase history through the site and they issued a tracking number, through *** that when pasted in to track says its not a valid tracking number. I have since reached out to Lumes customer support FOUR times with no response. It is now the 11th of December and no idea where the product is an no word from the company at all. I want a correct tracking number and to know where my $40 worth of body product are or I want a refund immediately.Business response
04/12/2024
Thank you for reaching out to us. We're so sorry for the delay as well as the inconvenience that you did not receive your Lume order. We checked the tracking for your package and it looks as though the mail carrier may have lost or misplaced it. Our records indicate that our team issued a complimentary replacement package on December 16th, 2022.
Please let us know if you have any questions or concerns at all,
-Team LumeInitial Complaint
12/12/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
Date of purchase from the company Lume on 12/2/22 for a trial size products of hygiene products for *****. I haven't heard anything back from them other then the confirmation email and the tracking numbers provided for *** are invalid. I just want my product or my money back, there are no customer service numbers.Business response
04/12/2024
Thank you for reaching out to us. We're so sorry for the delay as well as the inconvenience that you did not receive your Lume order. We checked the tracking for your package and it looks as though the mail carrier may have lost or misplaced it. Our records indicate that our team issued a complimentary replacement package on December 18th, 2022.
Please let us know if you have any questions or concerns at all.
-Team LumeInitial Complaint
12/09/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have purchased Lume products for almost 3 years now and never had a single issue until my last order. I ordered a bunch of stuff in early September (i think order# ********), paid for it and waited. And waited, and waited. Sadly, I deleted the order info email cuz I've never had a problem with them before and it was just for a bunch of deodorants and stuff. I finally got an email in mid-October telling me they were working on it, were super busy and would email me when my order shipped; I can deal with that. A month later a box arrives with most of my order, but not all of it, and absolutely no paperwork. This is when "the trouble" began. I tried to call them to let them know I was missing a few items from my order... but they don't have a customer service phone number!! Everything is supposed to be done online so I filed a complaint with them detailing what I was missing. 3 or 4 days later I got an auto-response saying they were looking into the matter and would contact me. Then, crickets. I submitted another complaint, same thing. I just either want my items or a refund, at this point either will do. I'm so frustrated and honestly, buying deodorant shouldn't be this hard! I know this is a dumb complaint for you to have to spend your time working on. But why should companies be able to get away with treating long- standing customers like this?? Can you help? Thanks for your time in reading this, and have a great day!Customer response
01/03/2023
At this time, I have been contacted directly by Lume Deodorant, LLC regarding complaint ID ********, however my complaint has NOT been resolved because:
[Your Answer Here]
They did not mention the BBB complaint, but suddenly (12/27/22) they emailed me saying they are going to ship me my order. Not sure I believe this, but... I want to believe they are being truthful. Still don't understand how a business as big as theirs has NO customer service phone number! They used to have one before they were bought out. Ahhh... big business.
Thank you for any help you may have provided!
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***********************
Business response
04/12/2024
Thank you for reaching out to us. We're so sorry for the delay as well as the inconvenience that you did not receive your Lume order in full. We checked the tracking for your package and it looks as though the mail carrier may have lost or misplaced it. Our records indicate that our team issued a complimentary replacement package for your missing items on December 27th, 2022.
Please let us know if you have any questions or concerns at all,
-Team LumeInitial Complaint
12/09/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I purchased a sample order of Lume deodorant on 10-13-2022. I received the order on 11-09-2022. After opening the package, I saw that there was only one deodorant instead of the 6 pack that was ordered.I have been trying numerous of times via email and text messages to get my other deodorants that was purchased but the only message that I received via email is an automated reply stating that someone will get back to me which has never happened as of yet. Below you will find the emails, text messages sent, and automated responses from Lume Support. This company has charged me and have not sent my entire order. My order number is ********. I want the rest of my order that I was charged. If this cannot be fulfilled, I want the reasoning as to why there was no feedback on messages sent and why I havent received my order along with a refund.Business response
04/18/2024
We are so sorry that your order wasn't correct!
It does look like a success replacement was processed and delivered.~Team Lume
Initial Complaint
12/09/2022
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
On Nov 26,2022 I placed an order for $37.43. The order showed it was shipped Nov 29,2022. Tracking shows it still in transit and say arrival was to be Dec 6,2022. It's not Dec 8,2022. Postal service says on their end it shows as a manifest meaning postal service hasn't received it yet. Company just keeps sending auto responses when I contact them about the problem. They sent an auto response regarding returns, I can't return items I've never received. I merely want what I ordered but apparently ******** company doesn't consider trying to resolve issues!Customer response
12/09/2022
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
12/08/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Ordered this product,paid for it and never received it.Emailed the company and all I received were computer generated responses. I would like my payment returned and warn others to be careful with this company.Thank You,***********************Business response
04/22/2024
We're so sorry for the inconvenience and that you haven't received your Lume. We checked the tracking for your package but it's possible that the mail carrier may have lost or misplaced it. We are so sorry about that and wanted to let you know that a full refund for your order has been issued.
Please let us know if you have any questions or concerns.
-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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
233 total complaints in the last 3 years.
181 complaints closed in the last 12 months.