ComplaintsforLume
Deodorant
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Complaint Details
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Initial Complaint
01/11/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Severe irritation and a skin reaction in the private area. Waited 3 days and i tried it again it returned can and will not use anymoreBusiness response
01/26/2024
Good Morning,
Thank you for reaching out to us. We're so sorry to hear you experienced irritation with Lume! Reactions to Lume products are very rare, but anytime we put a product on our skin it can reveal sensitivities to an ingredient.
While Lume is safe for anywhere on the body, it should never be used internally. If you didnt experience irritation when you applied Lume elsewhere, we would suggest only applying Lume to hair-bearing or less sensitive areas of the body.
We also recommend making sure only a few swipes are applied if you are using our Solid Stick and a pea-sized amount if you are using our Cream Deodorant. Both should also be applied to totally dry skin :) Additionally, using Lume only a few times a week for body parts beyond your underarms is often enough to keep you feeling fresh!
~Team LumeInitial Complaint
01/04/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Lume advertises by harassment! I received more than 25 emails from lume within a few days. All their sender emails are bogus making it impossible to block. This is harassment and abuse.Business response
01/26/2024
Good Morning,
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 LumeInitial Complaint
01/02/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Repeated spam emails after asking them to discontinue.Business response
01/26/2024
Good Morning,
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 LumeInitial Complaint
12/22/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I submitted a complaint to the BBB because my attempts to get a refund by way of email through the website from Lume went unanswered. I received an email from Lume, after the initial complaint was submitted to BBB, that my refund was processed with out ever contacting me. The debit card they used to apply the refund was no longer valid. Had they attempted to contact me I could have told them this. I again sent them a message/complaint through the company website and have not received a response regarding my refund. I no longer wish to do business with them, I just want my refund. Order number is *********.Business response
12/27/2023
Good Afternoon,
We take your data security very seriously, and we actually do not store any of your credit card or payment information. For this reason, refunds can only be issued through the original form of payment that was used to place the order.
A replacement order has been processed for ************************************** Lume`Initial Complaint
12/15/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I ordered the starter bundle this morning, 12/14/2023. After submitting my order, I saw Lume had cream deodorant with antiperspirant within minutes of placing my order. I emailed them so that I could change my order and received no immediate response. I waited for their confirmation email and again asked if I could change my order? After an hour or so, their response was no changes can be made but I can return the product within sixty days. I dont understand why I cant change an order that has not been processed? At this point, I wanted to cancel the whole order and apparently, I cant do that either. I have read some of the complaints and it is obvious Lume is having a difficult time fulfilling their orders. Am I supposed to wait and see if I get an order I no longer want because of the lack of customer service? I already have their approval for the return and have to pray that I get the items within the thirty days of submitting the return. Does this make sense? Can I really trust a company that operates in this manner?I would appreciate it if someone from Lume would cancel my order and credit my account. Please dont bother sending me your products because there are people who have been waiting a long time for their items and you should focus on fulfilling those orders first.Business response
12/15/2023
Good Afternoon,
We're unable to cancel or change orders once they've been submitted in our system. This order ********* was placed on 12/14/23 and has been picked, packed and shipped, as of today 12/15/23.
We answer emails in the order they arrive, we received your email on 12/14 and replied in under two hours.
We're happy to honor our 60 Day Return Policy. It does look like a return request has been started for this order. We are glad to answer any other questions or concerns you might have.
~Team LumeInitial Complaint
12/13/2023
- Complaint Type:
- Order Issues
- Status:
- Answered
I decided to try lume and signed up for the trial package that was free and then ordered 3 more Which came to over 35.00dollars. I received the trial package but never received my order Ive tried 3 times to contact them and no one gets back to me. What kind of business is this ?They rope you in then drop you you like a hot potatoes. They need to send my order or refund my moneyBusiness response
12/14/2023
Good Afternoon,
Thank you for reaching out. We'd be happy to take a look into this for you.
Our order history shows on November 22nd, an order was placed using the email address provided here. Order ********* has one Stick & Tube bundle (Soft Powder) and one Mystery Item (Toasted Coconut bar soap). There isn't a Starter Pack included on this order. (Copy of order attached)
If there is another order number, we're glad to check the status.
~Team LumeInitial Complaint
12/12/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
Even though requested, business will not stop sending emails.Business response
12/14/2023
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 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".
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.
Let us know if there's anything else we can do to help you.
~Team LumeInitial Complaint
12/04/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I tried to place an order, ********** with Lume company 12/1/23. Immediately after placing the order, I received a confirmation for it showing the shipping to some other another city that I do not have access to. I contacted the company by email and text as stated on their website to do so and alert them to the issue. This morning I received a response stating that they cannot make any updates even though it has not shipped. They take money and are guarantee the customer doesn't get any product purchased.Business response
12/07/2023
Good Afternoon,
As outlined in our shipping policy "Once an order has been submitted into our system, we cannot cancel or make changes to it. Please double-check the items in your cart and verify the accuracy of your billing and shipping information before confirming your order. We do not refund or replace orders that have been shipped to an incorrect or invalid address."
However, we responded to ********************** and a courtesy placement has been processed and shipped. Order number is **********
~Team LumeInitial Complaint
11/08/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I was over charged by dollar general in ********** on July 14th 2023 of *****, I have called several times to get a ROL # and get my return. You contacted them and they told you they would give me a ROL# and I agreed to that. However, they lied to you and me, as I still have not received my refund or a ROL #. I've been battling with this company for 4 months with no results. They tell you what they will do, and blow it off with no results. I really need my money back as it was there error and they refuse to reimburse my money. Tired of there stalling and games, I would like MY money returned. Any help would be appreciated.Business response
12/15/2023
Good Afternoon,
Lume Deodorant doesn't sell products in any Dollar General stores.
Team Lume~Initial Complaint
11/03/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
09/25/2023. I ordered a starter package and did not receive it. I dont have no order number,but my email is ************************ i ordered once before and got my product.Business response
12/07/2023
Good Afternoon,
We're sorry your Lume hasn't arrived. We did locate two orders with the provided email address and both show they have been delivered.
Order ********* shows delivered by USPS on 9-19-** ************************** and order ********* shows delivered by USPS on 10/21/23. Both orders were shipped to the ********** ** address provided.
We would be happy to check on any other orders that might be outstanding, if an order number can be provided or the email address used at checkout, if different from the one provided here.
~Team Lume
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Customer Complaints Summary
233 total complaints in the last 3 years.
181 complaints closed in the last 12 months.