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Business Profile

Deodorant

Lume

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Deodorant.

Complaints

Customer Complaints Summary

  • 243 total complaints in the last 3 years.
  • 41 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:09/15/2023

    Type:Delivery Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    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

    Date: 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 Lume

  • Initial Complaint

    Date:09/13/2023

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Multiple marketing emails are being sent to me without my consent or signup. There is no way to stop the emails.

    Customer Answer

    Date: 10/08/2023

    Better Business Bureau:

    At this time, I have not been contacted by Lume Deodorant, LLC regarding complaint ID ********.

    Sincerely,

    ***************************

    Business Response

    Date: 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 Lume

  • Initial Complaint

    Date:09/11/2023

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    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

    Date: 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

  • Initial Complaint

    Date:08/29/2023

    Type:Delivery Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Order # ******* Ordered June 26, 2023 $83.00 I have tried to contact the company in response to my order. I have not received any word from them. I have not received my order. I have no way to contact any one to talk to about why my order is still in transit. I have ordered other items from other companies and received my package. I would like the company to respond to me and explain why I havent gotten my order. The other option is to get a full refund.

    Business Response

    Date: 09/22/2023

    Good Afternoon, 

    ************************** order ********  was processed for shipping on 6-23-23, however, it looks like the carrier may be lost or misplaced the package. 
    We did try to locate an email from ***************************************** but were unable to find one in our system.  We do apologize for the lost order. 
    It looks as though a chargeback has been opened and we did accept the chargeback, so you should receive or hear directly from your bank about the funds if you haven't already.
    If you have any further questions, your bank would be the best point of contact. 

    ~Team Lume 


  • Initial Complaint

    Date:08/21/2023

    Type:Delivery Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Date of transaction: 8/11/23 Amount paid: $31.54 What they said would provide: **** with Lume messaged Typically, orders are fulfilled within 3-5 business days. Once your package ships, you will receive a shipping confirmation email with a tracking number to follow your package to your door. Nautre of dispute: My order is still sitting there not shipped and they already took my money though Have they tried to resolve: **** has not tried to resolve the issue. You get generated responses and then message if I dont get my package within 10 days to email them and it hasn't even shipped. I've sent numerous messages, post on facebooks and DM and still no straight up answer of when my order will ship and also advided them if doesn't ship by Monday, 8/21/23 to cancel and refund mhy money or I will contact my bank and dispute the charge.Order #*********

    Business Response

    Date: 08/22/2023

    Good Afternoon, 

    We do apologize for the delay in shipping time. The order has shipped and a  $5 partial refund was issued on this order because of  an extended wait time due to a technical glitch with our fulfillment center's system.
    We're really sorry about that and appreciate you being a Lume customer!

    ~Team Lume

  • Initial Complaint

    Date:08/18/2023

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I am receiving NUMEROUS emails from this company.1. You are to immediately cease sending emails (within 24 hours)2. You are to disclose where/when/who and the ** address where you obtained my information 3. You are to COMPLETELY and IMMEDIATELY delete ALL my records 4. You are to ensure that ALL my information is COMPLETELY and IMMEDIATELY deleted from ANYONE who you may have shared or sold my information to.Any further emails received after this complaint was filed, you agree to make a payment of $1000 per email received, for my services of "spam removal", via **** money order.I will accept NO other response than what is stated above.

    Business Response

    Date: 08/22/2023

    Good Afternoon, 
    We searched our system and it looks like you are not subscribed to ****** 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 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 Lume


    Customer Answer

    Date: 08/22/2023

    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:

     

    so explain to me, why I am subscribed to this mailing list when I **NEVER** subscribed to it in the first place, putting my name on a list to send UNSOLICITED emails is AGAINST THE LAW.

    and also explain to me, why I have to spend my very valuable time, informing you of your illegal actions in the first place, and why I have to spend my valuable time, "clicking the unsubscribe link", when I **NEVER** subscribed in the first place.

     

    I will tell you this one last time, YOU ARE TO REMOVE ME FROM YOUR LIST, AND STOP SENDING ME THESE EMAILS. THEY ARE ADVERTISING YOUR PRODUCT, AND DIRECT TO YOUR WEBSITE, SO YOU ARE RESPONSIBLE. I WILL NOT TELL YOU AGAIN.

     

    Sincerely,

    ***********************




     

  • Initial Complaint

    Date:08/17/2023

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I have never signed up nor given this company my email. The incessant emails are absolutely absurd. I block, unsubscribe, send to spam etc, I shouldn't have to do that, they have zero business constantly bombarding my email with this nonsense. Many a day, no matter how many i block, report etc. Please make it stop. Enough already. They are just spamming the daylights out of my email every single day. Whomever is doing their marketing is using many different ways to avoid my spam filters. This is incredible absurd. The time I have wasted trying to stop these rediculous marketing emails from this company is beyond anything reasonable.

    Business Response

    Date: 08/22/2023

    Good Afternoon, 

    Thank you for reaching out to us. We'll be sure to unsubscribe **************** from our email list and we apologize for any inconvenience.

    ~Team Lume

  • Initial Complaint

    Date:08/14/2023

    Type:Sales and Advertising Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I bought their solid deodorant and have had chemical ***** on my "thigh folds" for 3 weeks now after discontinuing use of their product 4 weeks ago when the ***** showed up. I am recovering from major surgery and I thought this would be the answer to not being able to bathe as often as I'd like. Instead I have horrible chemical ***** that have taken the top two layers of skin off. None of their advertising indicates ANY type of possible allergic reactions or cautions against possible adverse skin conditions occurring. Being laid up and having this very painful skin reaction is horrible. I was transferred so many times when I called and then hung up on when I finally reached someone.

    Business Response

    Date: 08/22/2023

    Good Afternoon, 

    Were so sorry *** ************ 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.

    We have a great blog post on our site that goes more in-depth on some of the reasons people may experience a rash along with suggestions to treat and prevent further irritation Armpit Rash: Causes, Treatment, and Prevention.

    We understand if Lume just isn't for you, but we are glad to honor our 60-day return policy.

    ~Team Lume

  • Initial Complaint

    Date:08/14/2023

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On or about the last week of july I purchased Lume product at Target I started using it this week and developed a burning rash yesterday I also placed on bundle not knowing I would get this rash I go on their website it says fulfilled no TRACKING # was provided they dont answer emails either i ***** FULL REFUND ***** order no#********* Please help me Im a senior citizen and want my money returned. I now have to see a dr. because of their product. my cell ************

    Business Response

    Date: 08/22/2023

    Good Afternoon, 

    We're sorry to hear **** **************;experienced irritation with Lume products! Reactions to Lume products are very rare because they are hypoallergenic, however, anytime we put a product on our skin it can reveal sensitivities to an ingredient. 

    A full refund was issued on Aug. 15th and the need to return the items has been waived.

    ~Team Lume

  • Initial Complaint

    Date:08/07/2023

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I am receiving multiple spam emails per day from this company, each from a different email address. They make it impossible to unsubscribe, because the entire email is an image rather than text, and clicking on the image leads to a broken link. This has been occurring for the past several months, every day.

    Business Response

    Date: 08/16/2023

    Good Afternoon, 

    We have searched our records for the email address ******************** and are unable to locate any email address to match. Additionally, we have searched by customer name, shipping address and telephone number and are unable to locate any matches.
    ***************************
    ***********************************************
    **************

    We have added the email address to our affiliate email list for removal.
    If *** **************; has any other email address we can search, we would be happy to do so.  Or if we can view the sender email address, we are happy to report the non affiliated sender's information to our legal team. 

    ~Team Lume

Lume is NOT a BBB Accredited Business.

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