ComplaintsforLume
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
10/31/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
Want to unsubscribe for recurring charges for LUME ACIDIFIED BODY WASH. I tried to unsubscribe last month, but they are still billing me again this month. Don't want the product anymoreBusiness response
12/07/2023
Good Afternoon,
This subscription was canceled on Oct 31st when ******************** reached out to our customer service team and no further orders have been processed.
Team Lume~Initial Complaint
10/20/2023
- Complaint Type:
- Order Issues
- Status:
- Answered
This company is relentlessly harassing me to buy what I consider to be a disgusting and unhygienic product. I did not subscribe previously to receive emails from Lume. I have unsubscribed and reported spam ad nauseum for the past year and a half to no avail. I never have, nor will I ever purchase this product, especially after experiencing their unnecessarily aggressive marketing tactics. Please finally remove me from your email list, then kindly find a short pier and take a very long walk.Business response
10/24/2023
Good Afternoon,
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 either ****************************** or ********************************.
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 LumeCustomer response
10/25/2023
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]
That is not even my email address. I keep receiving messages to ******************** I have not signed up for emails through an affiliate, nor have I signed up to receive any marketing emails from anyone (affiliated with lume or otherwise) in at least the past year.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*************************
Business response
10/26/2023
Good Afternoon,
The consumer information provided with the BBB complaint is below. If this is not the correct email, we are happy to look for a different address. Could you please provide the correct email address?
Consumer Information
Name:
*************************
Address:
***************************************************
Daytime Phone:
**************
Evening Phone:
None Provided
Fax:
None Provided
Email:
*******************Initial Complaint
10/13/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Lume Deodorant Order *********Last month, I signed up for auto-delivery every four months. My first delivery was received just a week or two ago. I expected my next shipment in four months. Well, they deducted money from my bank account today and sent an email stating that my delivery is on its way. This is clearly incorrect.The website does not recognize my account. **************** through email and text is not solving issues. There is no customer service by voice calls. I want the current shipment canceled and all future auto-deliveries canceled. I have no faith in their business protocols, process improvement, or customer service.Business response
10/19/2023
Good Morning,
In reviewing *************** order history, it looks like a subscription for auto ship was created on June 11th. This subscription included a 3 pack of cream deodorant tubes (Minted Cucumber, Fresh Alpine & Toasted Coconut) and was to auto ship every 4 months. First order was shipped on June 11th and th second ship date for this subscription was Oct 11th.
On September 23rd a second subscription for auto ship was created. This one included a 3 pack of cream deodorant tubes (Fresh Alpine, Toasted Coconut & Lavender Sage). This subscription first ship date was **** and the next interval would have been 1-23-24.
**************** reached out to our customer service team on *****, requesting all subscriptions be canceled. Our team canceled both subscription and provided return information should she decide to return the order processed on 10/11.
~Team LumeInitial Complaint
09/27/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Rose deodorant has caused a chemical burn to my armpits.Business response
10/19/2023
Good Morning,
Were so sorry to hear your experience with Lume hasn't been a better one. Reactions to Lume are uncommon as all of our products are skin safe and hypoallergenic
Oftentimes, a number of factors can be at play together so we do always recommend making sure only a few swipes are applied if you are using our Solid Stick and that it is applied to totally dry skin. If you are using our Cream Deodorant, we want to be sure that your irritation isn't from over-applying as it's easy to do! A pea-sized amount rubbed into dry skin is all that's needed to control odor.
If you suspect your irritation may be due to a sensitivity to the fragrance in the scent you tried and would like to see if another variety might be a better option for you, we might recommend our Unscented variety of products.
We are not able to locate an order with the email address or shipping address provided, however, if the item was purchased through our website, we are happy to honor our 60 Day Return Policy.
~Team LumeCustomer response
10/20/2023
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]
I bought their product at Target and can not return. Yes, allergic to the rose scent it burned my skin. I've never been allergic to rose ever.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***************************
Business response
10/26/2023
Good Morning,
We do not have access to Targets 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 Target Support or return it to one of their stores as Target does offer returns on most open beauty products within 90 days of receipt or 120 days if a Target RedCard was used. You can read more about that on their site here.
****************************
*************************************************************************************************************************************************************************************************************
~Team LumeInitial Complaint
09/21/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I placed an order on 9/1/23 that has yet to be filled. I have tried to contact the company 3 different ways and no response.Business response
04/10/2024
We apologize for the delay in receiving your Lume! Our records indicate that we issued a replacement order for your missing order ********* on October 4th, 2023 with new Order ********* and tracking number **************************
Please feel free to reach back out to us if you had any further issues at all, we want to ensure you receive your Lume!
Team LumeInitial Complaint
09/19/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
This business makes many mistakes with their autoship/subscription orders.Whenever an error is made they are completely unreachable/unresponsive!They do not have a customer service phone number! When I try to reach them by email I get an automated response *Our Support Team is out of office this week for a company-wide offsite. Please note that responses will be delayed. We apologize for any inconvenience!This happened the last time they made an error with my subscription!It affects me greatly, as I rely on the fact that the product I have chosen to support them with, has now run out, and I am stuck with a crappy product that was sent to me that I cannot use! My account was charged for the product I originally subscribed to.There is no follow through or attention to detail!I want a refund for my product, a correction to the error that was made, resulting in the product that I subscribed to!!ORDER ******** September 12, 2023 06:02AM PRODUCT SKU PRICE Clean Tangerine Acidified Body Cream ********** $25.49 SHIPPING ADDRESS Fulfillment Status: FULFILLED Here is what I received after waiting 2 weeks!72Hr|ODOR CONTROL Aluminum Free Lume Whole Body DeodorantCustomer response
10/13/2023
Better Business Bureau:
At this time, my complaint, ID ******** regarding Lume Deodorant, LLC has been resolved.(By clicking "OK", your complaint will be closed as Resolved.)
Sincerely,
*********************Initial Complaint
09/15/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I purchased a 2.6 oz Peony Rose deodorant stick about 3 months ago. Within the first month, the stick was no longer solid, it was very soft. Then a month later an awful odor developed on the deodorant stick. I wrote to Lume customer service to express my concerns and they just told me to return the product. However my questions were related to the safety of using the product, is the odor due to bacteria growth, or does the deodorant break down in humid conditions, typically a bathroom medicine cabinet? Since I purchased at Target, Lume customer service told me to return it there, however, I no longer have the receipt, I never imagined I would have a problem with a very expensive stick deodorant.Customer response
10/10/2023
Better Business Bureau:
At this time, my complaint, ID ******** regarding Lume Deodorant, LLC has been resolved.(By clicking "OK", your complaint will be closed as Resolved.)
Sincerely,
*******************Initial Complaint
09/15/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I ordered a Lume pack about 6 Months ago and NEVER received it. I waited and waited as I ordered from them before and received my order. I didn't understand what happened this time? I ended up moving and didn't have the time to re-order my items. I loved them. *********************Business response
04/10/2024
Hi *****,
We're so sorry for the delay in receiving your Lume! Our records indicate that this order was delivered by **** on Friday, September 16, 2023 at 12:11 P.M.at IN/AT MAILBOX and we received an email from you confirming receipt of your order on September 17th, 2023.
If you feel you need any further assistance, please do not hesitate to reach out to our team.
Team LumeInitial Complaint
09/13/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
Multiple marketing emails are being sent to me without my consent or signup. There is no way to stop the emails.Customer response
10/08/2023
Better Business Bureau:
At this time, I have not been contacted by Lume Deodorant, LLC regarding complaint ID ********.
Sincerely,
***************************Business response
04/10/2024
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 LumeInitial Complaint
09/11/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I ordered a bundle as well as a mystery item, and I didnt receive my stick deodorant, or the mystery item I added on. Im very upset, as I waited quite sometime for shipping, and was most excited for the stick deodorant, that I didnt receive. Please send me the toasted coconut stick deodorant, as well as the mystery item I ordered and paid for. The mini tube of the body deodorant I received also has barely any product in it. Im extremely disappointed as I was seeing many ads for Lume and was ready to completely switch over to Lume for everything. I feel like I was scammed. Please help I have sent y'all multiple emails and texts with NO response. I am beyond upset at how this is being handled. Definitely seems like a scam if it's this hard to get ahold of anyone!!!!Business response
04/10/2024
We're so sorry for the mixup with your order and that you didn't have a better experience with Lume! We checked our records and it appears that a replacement order was submitted for your missing Toasted Coconut Solid Stick, Mystery Item, and partial Mini Tube on September 12th, 2023.
Please do not hesitate to reach out to our team if you have any further questions or concerns!
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.