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    ComplaintsforLumination

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    Complaint Details

    Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.

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    Complaint Status
    Complaint Type
    • Complaint Type:
      Delivery Issues
      Status:
      Answered
      I ordered a bag on February 17,2022. I expected a smaller company to take longer. However, wishing 24 hours they notified me it was about to ship. I was excited as I placed the order over a month before I was gifting it to someone. On march 17 I realized it never updated. I reached out to USPS, who said they never received the item. I reached out to lumination and they responded within 24 hours offering a refund or replacement. I asked for a replacement as I still had 3 weeks. One week later, there has been no response. I actually got a notification that my package was delivered from lumination and to review the product. I reached out two more times asking for an update and no response. This service is horrible and I honestly think they are just hoping I'll go away and they can keep the profit of the bag and shipping, for which I paid a lot extra since my product was discounted.

      Business response

      06/01/2022

      Business Response /* (1000, 9, 2022/04/28) */ Hi *****, I'm sorry to hear about the experience you had with Lumination. Our number one priority is to tailor to our customers and provide the best experience we can. Upon checking, it does look like your original order was lost in transit via USPS. I do see that you did reach out to our support team, and we did issue you a replacement order on March 23rd, which was delivered on March 31st via UPS Ground. If you have any questions regarding your replacement order, please reach out to us at [email protected] and we'd be more than happy to assist. Once again, on behalf of Lumination, I sincerely do apologize for the delay in getting your order delivered. Thank you!
    • Complaint Type:
      Delivery Issues
      Status:
      Answered
      Placed an order on December 12, 2021. It never arrived. I have sent countless emails to this company asking for either my items I ordered or a refund. They have been giving me the runaround saying it was an issue with the ****. I contacted them & they said the company never sent them the items. The only item that arrived within a few days was the free wallet. This company won't answer anymore emails or messages on ********************. They won't refund my money or resend the order.

      Business response

      02/27/2022

      Business Response /* (1000, 7, 2022/02/11) */ Hi there, I'm sorry to hear about your recent experience with Lumination. Upon checking, your order was successfully marked as delivered by*****, and sent in two different packages. Your order came with a free ****************** as part of a limited time offer, which was delivered with the***** tracking number: XXXXXXXXXXXXXXXXXXXXXXXXXXXXXX. The other items in your order were delayed, as communicated with you via our email support channel, and were delivered via***** tracking number: XXXXXXXXXXXXXXXXXXXXXX. Additionally, as noted on our website, our only current support channel is our email support team, which can be reached at *******@lumination.us. Our*********************** messaging systems have been setup to auto-respond and transfer you to our email support. We apologize for any inconveniences, and we are always here to help if needed. Please don't ever hesitate to reach out to us.

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