ComplaintsforLuminess Direct, LLC

• Initial Complaint

  01/18/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  December 1st, I opted for the try before you buy for $6.37. I called 10 days later to tell them I will send it back. The operator told me that it would be cancelled and there was "no need" to return it. I thought this was completely resolved until on January 18th, ** ****** ******* was charged $1 and another transaction for $51.87. When I call the ************* they NEVER answer. The recording says you can ***** ***** which DOES NOT WORK, the chat window does nothing, goes nowhere. The recording says they will call you back when a 'live rep' is available. But they call and then hang up. WOW WHAT A SCAM this company has got going on! So much hassle. I want a full refund for all of this trouble. $59.24 is owed.

  Customer response

  01/21/2024

  Better Business Bureau:
  
  This letter is to inform you that Luminess Direct, LLC has carried out to my satisfaction the resolution it proposed for my complaint, filed on 1/18/2024 and assigned ID *********
  
  Regards,
  
  

• Initial Complaint

  01/07/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I joined this companies cosmetic group on 1/30/2021. The account is set up via auto pay. I have been trying to call customer care and manage my account via their website to cancel my account. There is no option to cancel the agreement on the website, no one responses to the ******* via the website and when you call customer care the call is discounted automatically after sitting on hold for significant lengths of time. I still have not been able to speak with anyone to cancel my account. I want the account canceled/ closed and no additional charges placed against my credit card. The account is set up as ** ***** ** *** ***** ********************** 

  Business response

  01/08/2024

  Thank you for providing your feedback concerning our company. We are truly sorry for any inconvenience you may be experiencing with Luminess. We would never want a customer to feel we are not assisting with any and all concerns. Upon reviewing the most recent chat interaction, we advised you that your auto delivery subscription was cancelled per your request. When we did not receive a response to our chat response, we attempted to contact you via telephone, but we were unable to reach you live. We followed your chat interaction with an email advising you of auto-delivery subscription cancellation. Mrs. ********** account is closed, but we do look forward to speaking with you and hope we have an opportunity to serve you as a customer again in the future. 

• Initial Complaint

  01/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I called to try to cancel the Luminess trial and return the foundation and their phone line hangs up on customers. I was on hold for almost 15 minutes, and their email doesn't work nor does their ******* ** **** I do not want this product but they will not allow me to cancel it or return it.

  Business response

  01/03/2024

  Thank you for providing your feedback concerning our company. We are truly sorry for any inconvenience you may be experiencing with Luminess. We would never want a customer to feel we are not assisting with any and all concerns. Upon reviewing the most recent communication, we have attempted to contact Mrs.******* but was unable to reach the customer. The order was placed for our *** ****** *** *** ***** Foundation Kit - we have successfully cancelled the trial and subscription, going forward Mrs.*******s account is closed. We have left a voicemail and an email was sent to further assist with any questions or concerns Mrs.******* may have.

• Initial Complaint

  12/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered the trial and they charged me a whole payment instead of just the shipping charge.

  Business response

  01/08/2024

  Thank you for bringing this matter to our attention. We appreciate our customers and make every effort to ensure simple, transparent processes from order placement to returns and payment. Occasionally there can be breakdowns in these processes. When properly notified, we take immediate action to resolve to the customers satisfaction without exception. Upon receipt of Ms. ******’ complaint, we immediately reviewed her order history including a full audit of all communication and related materials which have been summarized below.

  In short, on 12/25/23 @ 1:26am Ms. ****** submitted an order for Airbrush Spray Silk Foundation Starter Kit - Light Medium 030 and was charged shipping charges of $3.20 at the time of purchase of her starter kit. Ms. ****** order included a one-time installment of $45.00 for the purchase of the Airbrush Spray Silk Foundation Starter Kit + tax for a total one-time installment charge of $49.61 if Ms. ****** loved the starter kit and kept it more than 14 days. At the time of purchase Ms. ****** was informed on her order confirmation that preauthorization for the initial total installments in the amount of $49.61 would also be completed.

  On 12/25/2023 @ 11:15am Ms. ****** contacted Luminess via Contact Us Form to cancel her order and Ms. ****** received an auto reply requesting her to contact Luminess for assistance with her cancellation request via the phone and/or chat channels. It included contact details and hours of availability.

  On 12/25/2023 @ 11:57 Ms. ****** contacted Luminess via phone regarding the preauthorization and refunding of her account. At that time the customer was educated in the preauthorization process. She requested the cancellation of her account, and her account was cancelled as requested. Ms. ****** was notified of her account cancellation. Ms. ******’ ordered products were shipped at the time of her cancellation request. Therefore, this resulted in Ms. ****** receiving the products at no charge.

  Preauthorization charges are a common industry practice and are not actual deductions from your account. These temporary holds are placed to ensure that funds are available for the transaction and to prevent fraud for trial-based transactions. The only charge that is processed as part of the preauthorization is the shipping charge related to the offer. Once the customer loves the products involved in the purchase and the trial period expires the remaining trial period is processed. The actual preauthorization hold was removed within hours of Ms. ******’ order for the preauthorized total installment amount of $49.61 and she was only charged for the $3.20 shipping charge.

  As a courtesy in good faith due to misunderstandings, we normally work with our customers. In this circumstance, Ms. ****** will receive a full refund of the shipping charge to her credit card used during this purchase in the amount of $3.20 for shipping and tax. Additionally, her account and subscription are cancelled. Ms. ****** should receive no additional charges.

  Order summary:

  In short, on 12/25/23 @ 1:26am Ms. ****** submitted an order for Airbrush Spray Silk Foundation Starter Kit - Light Medium 030 and was charged shipping charges of $3.20 at the time of purchase of her starter kit. Ms. ****** order included a one-time installment of $45.00 for the purchase of the Airbrush Spray Silk Foundation Starter Kit + tax for a total one-time installment charge of $49.61 if Ms. ****** loved the starter kit and kept it more than 14 days. At the time of purchase Ms. ****** was informed on her order confirmation that preauthorization for the initial total installments in the amount of $49.61 would also be completed.

  • The payment information is listed on the very first page she came to, the terms and conditions that were checked off on which states I have read, understand, and accept and on the check-out page prior to confirming the order. The order will not proceed unless the customer checks a box agreeing to the terms and conditions. We also immediately followed up with a confirmation email to *********@gmail.com confirming all of Ms. ******’ agreed upon purchase details and preauthorization.
  • The detailed terms are available on our website and accessible to all customers.
  • We also provide 3 convenient ways to contact us 24/7 including chat, email, and phone.

  We truly hope that this response brings clarity to this misunderstanding. Please feel free to contact me directly with any questions.

   

   

• Initial Complaint

  12/23/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered 3 things, all on a 14 day trial, for $2.90. I was supposed to be charged a total of $3.07 for the first payment, and $98.57 if I decided to keep the items after 14 days. Immediately after placing my order, I got charged $101.66, when I was only supposed to pay $3.07. I just want my order cancelled before it’s shipped, and my money returned to my account immediately. It is Christmas time and had I known I was going to be charged the full amount right away, I would have waited. But I got charged the wrong amount b

  Business response

  01/05/2024

  Thank you for bringing this matter to our attention. We appreciate our customers and make every effort to ensure simple, transparent processes from order placement to returns and payment. Occasionally there can be breakdowns in these processes. When properly notified, we take immediate action to resolve to the customers satisfaction without exception. Upon receipt of Ms. ************ complaint, we immediately reviewed her order history including a full audit of all communication and related materials which have been summarized below.

  In short, on 12/23/23 @ 2:23am Ms. ********** submitted an order for Airbrush Spray Silk Foundation Starter Kit – Medium 40 -14 Day trial, Final Seal Makeup Setting Spray and ConcealAir Concealer – Medium and was charged shipping charges of $3.08 at the time of purchase of her starter kit and additional products. Ms. ********** order included a one-time installment of $45.00 for the purchase of the Airbrush Spray Silk Foundation Starter Kit, a one-time installment of $19.00 for the Final Seal Makeup Setting Spray and a one-time installment of $29.00 for the ConcealAir concealer + tax for a total one-time installment charge of $98.57 if Ms. ********** loved the items and kept them more than 14 days. Additionally, during her order Ms. ********** enrolled in a monthly auto delivery subscription for the AIRBRUSH SPRAY SILK FOUNDATION - Medium 040 that includes a monthly payment charge of $44.00 + tax. The total monthly subscription payment charge is $46.64.  At the time of purchase Ms. ********** was informed on her order confirmation that preauthorization for the initial total installments in the amount of $98.57 would also be completed.
  

  On 12/23/2023 @ 9:14am Ms. ********** contacted Luminess to cancel her auto delivery subscription. The subscription was cancelled. Ms. ********** received no payment charges.

  On 12/23/2023 @ 9:25 Ms. ********** contacted Luminess via email regarding the preauthorization and refunding of her account. At that time the customer was educated of the preauthorization process via reply to her email. Her account was cancelled as requested. Ms. ********** was notified of her account cancellation. The customers’ ordered products were shipped at the time of cancellation request. Therefore, this resulted in Ms. ********** receiving the products at no charge.

  Preauthorization charges are a common industry practice and are not actual deductions from your account. These temporary holds are placed to ensure that funds are available for the transaction and to prevent fraud for trial-based transactions. The only charge that is processed as part of the preauthorization is the shipping charge related to the offer. Once the customer loves the products involved in the purchase and the trial period expires the remaining trial period is processed. The actual preauthorization hold was removed within hours of Ms. ************ order for the preauthorized total installment amount of $98.57 and she was only charged for the $3.08 shipping charge.

  As a courtesy in good faith due to misunderstandings, we normally work with our customers. In this circumstance, Ms. ********** will receive a full refund of the shipping charge to her credit card used during this purchase in the amount of $3.08 for shipping and tax. Additionally, her account and subscription are cancelled. Ms. ********** should receive no additional charges.

  Order summary:

  In short, on 12/23/23 @ 2:23am Ms. ********** submitted an order for Airbrush Spray Silk Foundation Starter Kit – Medium 40 -14 Day trial, Final Seal Makeup Setting Spray and ConcealAir Concealer – Medium and was charged shipping charges of $3.08 at the time of purchase of her starter kit and additional products. Ms. ********** order included a one-time installment of $45.00 for the purchase of the Airbrush Spray Silk Foundation Starter Kit, a one-time installment of $19.00 for the Final Seal Makeup Setting Spray and a one-time installment of $29.00 for the ConcealAir concealer + tax for a total one-time installment charge of $98.57 if Ms. ********** loved the items and kept them more than 14 days. Additionally, during her order Ms. ********** enrolled in a monthly auto delivery subscription for the AIRBRUSH SPRAY SILK FOUNDATION - Medium 040 that includes a monthly payment charge of $44.00 + tax. The total monthly subscription payment charge is $46.64.  At the time of purchase Ms. ********** was informed on her order confirmation that preauthorization for the initial total order installments in the amount of $98.57 would also be completed.

  • The payment information is listed on the very first page she came to, the terms and conditions that were checked off on which states I have read, understand, and accept and on the check-out page prior to confirming the order. The order will not proceed unless the customer checks a box agreeing to the terms and conditions. We also immediately followed up with a confirmation email to ***************************** confirming all of Ms. ************ agreed upon purchase details and preauthorization.
  • The detailed terms are available on our website and accessible to all customers.
  • We also provide 3 convenient ways to contact us 24/7 including chat, email, and phone.

  We truly hope that this response brings clarity to this misunderstanding. Please feel free to contact me directly with any questions.

   

   

• Initial Complaint

  11/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This company is evil taking money by lies and evasion.

  Customer response

  11/28/2023

  I responded to an ad for luminous air makeup for 15.99 thinking that was the total cost. But was informed later that it would cost $200. For product  but after the initaltrial package received nothing else from them the quoted price of 200 has now escalated to over350$ Z they h e a direct access to my bank account and. continue to. charge me for something I don't want or Utherize and after repeated calls to the company get put on hold or Wait   a call back that  e

  Never comes .I sent to my bank to try to stop this but they said get in touch with co .I want them to stop charging .me for services not render

  ed. The k you for your assistance in this matter. C ******* **********

   

  
  

   

   

  Business response

  01/08/2024

  Thank you for providing your feedback concerning our company. We are truly sorry to hear that about your dissatisfaction with our interactions with us. We do provide full disclosure to each and every one of our customers. We see that you ordered our Breeze Duo Airbrush Kit - on 6/6/2023 that was opted in for the auto delivery to get the product at a discounted rate. We provide all details online prior to purchasing, we also send a confirmation email that explains all future charges. Our records indicate that we waived your final installment payment in June 21, 2023 and we cancelled your auto-delivery subscription on November 17, 2023.We never want a customer to feel mislead and take all necessary steps to ensure our customers are informed prior to ordering. We see that your account had previously been closed and that we informed you of the terms and conditions during our interactions. We do look forward to speaking with you again and hope to have an opportunity to service you as a customer in the future. 

• Initial Complaint

  09/12/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  These people keeping trying to take my money.its a four payment system and even though I have screenshot all 4 payments they kept trying and claim I owe them another 2 payments!

  Customer response

  09/13/2022

  Better Business Bureau:
  
  This letter is to inform you that Luminess Direct, LLC has carried out to my satisfaction the resolution it proposed for my complaint, filed on 9/12/2022 and assigned ID ********.
  
  Regards,
  
  

• Initial Complaint

  05/30/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I bought the breeze luminess air brush system for my girlfriend on Christmas eve 12/24/21, I paid the system off according to my credit card statement, it said last month on may 7,2022 I was on the 4th of 4 payments , the problem is I can't get a hold of anyone to cancel the monthly makeup subscription charge $40.92 &a $1.00 with two different account # first of all they are not even delivering the product, I just want you to see if you can get a hold of them to cancel this monthly prescription. Thank you Anthony *******.

  Business response

  06/02/2022

  Thank you for brining this matter to our attention. We have reviewed our records and we show that Mr. ******* emailed our company on 5/30/2022 and we responded on 6/1/2022 requesting that he give us a call or chat in as we needed additional information to locate his account. Please note that aside from this email we did not receive any additional communication from Mr. *******. We have cancelled the auto delivery and his account is now closed, there will be no further charges assessed from our company. We apologize for any inconvenience this may have caused and hope this brings closure to the matter.

  Customer response

  06/03/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
   
  

• Initial Complaint

  05/20/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered Luminess Breeze on 3/30/22 and received around 4/16/22. It was a 30 day trial followed by 4 payments of 49.99. The device stopped working on 5/17/22. I emailed luminess help per website instructions right away to say I would like to return or exchange and asked for instructions. By the 19th I had not even received an acknowledgement. I emailed again on 5/19 and as of 5/20 am still not getting a response. Horrible customer service. I would like a resolution. I spent over 200 for a device that didn't work more than a dozen times in 30 days. Thank you

  Business response

  05/27/2022

  Thank you so much for brining this matter to our attention. We are shocked to hear that Mrs. *********** airbrush system is not working and we sincerely apologize for any inconvenience Mrs. ********* has experienced. We have researched our data base and do not see any incoming emails from Mrs. *********. Customer service is the utmost important to us and can assure you that had we received any correspondence from Mrs. ********* we would have responded promptly.  If Mrs. ********* could please let us know the email address she sent those emails to we would love to look into this further. Our records indicate that Mrs. ********* spoke to one of our customer service representatives on 2/25/2022 and we provided her with a return authorization number and return instructions on how to return the system, when the system is returned and process we will issue a full refund for the for the amount that has been paid. Although Mrs. ********* has obtained an RA number, we would love the opportunity to make this better and assist her getting a replacement. 

• Initial Complaint

  05/18/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased with a $19.99 trial that ended up being $29. After receiving the first defected item I immediately contacted them they offered a replacement along with prepaid shipping label which never came woth 2nd airbrush that was also defected immediately contacted again and canceled the account and was given $13.10 for return shipping that came to $18.75 I submitted post office receipt of total and then was issued $5.26 to cover remainder shipping cost. Waited for my refund and still didn't receive so contacted them again was called a liar and after sharing screenshots of previous conversations had was told he sees that I am in fa t correct and will submit for a refund and then I received another $5.75 so I contacted them again with more screenshots of that conversation and was told I must have misunderstood what money had been refunded already was total cost for the trial and I was paid in full, I demanded to speak to management and when she called she said they are not allowed to refund me any more money as they have already given me what i was owed. A supervisor by name of Sharon k is the one who approved the return shipping cost as an exception because of the headache and defected items and multiple trips to the post office, and now they are refusing to give me the remaining $18.85 that is still owed from total trial cost!

  Business response

  06/04/2022

  Thank you so much for bringing this matter to our attention. We apologize for any inconvenience that was experienced. Please note, we have processed a refund for the return shipping cost. Please allow 3-5 business for the reins to post.

  Customer response

  06/07/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
   
  

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