ComplaintsforLume

• 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

• Initial Complaint

  02/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Simply...this product does not work ...lume lotion ...toasted coconut

  Business response

  04/03/2024

  Good Afternoon, 
  

  We're sorry to hear you didn't have a better outcome with Lume,  We are always happy to honor our 60 Day Return Policy. 
  
  Team Lume~

• Initial Complaint

  02/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Lume Deordorant continually sending emails to ******************* and ******************** As soon as emails are deleted more emails emerge. I have no interest in this company or their products and do not want to receive their obnoxious emails.

  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 addresses you provided .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

  04/26/2024

  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

  01/24/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  The product does not work. Ive purchased the cream and stick deodorant. Simply does not work.

  Business response

  01/26/2024

  Good Morning, 
  Were sorry to hear you're not seeing the results you were hoping for! Lume Whole Body Deodorants are different than most deodorants out there, so we have some tips that *** help.
  
  1. If you're applying after a shower, towel off thoroughly so your skin isn't wet or damp.
  2. When you're dry and ready to apply, extend the application area about 2 inches beyond the hair-bearing area of the pit for the best possible results.
  3. Apply to clean skin daily until you've gone 24 hours odor free. From there, you can experiment with applying less often if that suits your routine!
  Invisible Cream: use a pea-sized amount, give or take, and rub it in like a lotion. If that doesn't seem right for your body, try a tad more and see if that helps!
  Smooth Solid: 2-3 swipes should do the trick.
  We also understand if Lume's not for you, however, and are always glad to honor our 60-day return policy! You can easily initiate a return here in our Returns Center.
  
  ~Team Lume

• Initial Complaint

  01/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased Loom deodorant to use for my family. Advertisements said it was all natural and could be used on any part of the body. At first, I had no issues, but eventually I noticed severe discoloration that spread on the areas where I used Loom. A serious rash developed. Went to the doctor, they said it was due to the deoderant and I should stop using it immediately. It took several months for the rash to go away, even after I stopped using the product. I now have permanent discolored areas on my skin in every place I used Loom. I am very upset about this, but can't afford to hire an attorney for disfigurement and damages. I contacted **** and they said essentially, its a you problem not an us problem. They also refunded my money, but what I would really like to see is their company put up a disclaimer about the potential for this to happen. I thought maybe it was just me, but several non-biological members of our household also used Loom, and several of them have the same problem! I'm really sad that not only am I scarred from using Loom, but I also suggested it to my other housemembers and now some of them are affected too with permanent scarring. I want Loom to do the responsible thing and take responsibility for the potentially damaging effects of their product!

  Business response

  01/26/2024

  Good Morning, 
  Thank you for contacting us.
  Our formula actually has skin-lightening agents in it. Have you previously used either a tanning booth or a product with baking soda? The reason we ask this is that skin sensitivities can often be related to combinations of events. Baking soda actually changes the pH of our skin and for lack of a better explanation, toughens it. Lume exfoliates and can ****** off the changed skin... Sort of like a light burn that turns dark as it heals.
  
  Another possibility is irritation from applying too much Lume. We have a quick application video that you might find helpful.
  ~Team Lume

• Initial Complaint

  01/18/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 1/8/24, I placed and order(#*********) and funds were charged to my **** card at that time. I received a confirmation and later an email that it shipped with a tracking number(**************************) with *** partnered with the post office. I followed its progress and updates on the package's whereabouts ceased to happen on 1/12/24 though the delivery date was still said to be 1/16/24. When the package was nowhere to be found on 1/16/24, I emailed Lume's support shortly before their business hours ended only to get a robo-generated reply. After 7pm, the time in which the *** tracker said the package would arrive, I checked back and the date had changed to 1/17/24 yet there were no developments in the package's movement since 1/12/24. I tried emailing support again only with similar results. **************** is not reachable and I just want my order or a refund in full and I want satisfaction right now. They are ignoring me and so is *** and the post office. I have been swindled and I want justice.

  Business response

  01/26/2024

  Good Morning, 
  
  We reply to emails in the order they are received.  The first email to us was on 1/17 and the reply was ****, letting you know the package was on the way and to allow ~10 business days for tracking updates and delivery. 
  
  We do apologize for the shipping delay. According to **** the package was delivered  to a parcel locker at 4:19 pm on January 19, **** in ******, ** *****.

• Initial Complaint

  01/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My lume deodorant will not twist up. Would like a new one . Or lotion coconut one.

  Business response

  01/26/2024

  Good Morning, 
  We apologize for the inconvenience and we know that's frustrating. We try our best to provide exceptional service and sometimes certain factors such as shipping and handling are outside of our control - but we'd love to help
  
  If you reach out to our **************** Team *********************************** providing an order number, we'd be happy to get a replacement sent out to you.  
  
  ~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. ↩