Jeff Edler Tree Service

Thank you for bringing this matter to our attention We have reviewed the account and below are our findings: On March 4, 2017, a person by the name of *** *** went to our website via her mobile (cell phone) and ordered a Luminess Professional Airbrush System day trial
for $followed by payments of $if the airbrush system is kept past the day trial periodMs*** also upgraded to the Super-Sized Foundations for an additional $on the day trial cost and per installment payment as well as added an Airbrush Essential Kit for an additional $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 orderThe order will not proceed unless the customer checks a box agreeing to the terms and conditionsWe also immediately followed up with a confirmation email to *** confirming all of Ms***’s agreed upon purchase details Ms*** was also giving the following information below regarding the Luminess Air Club in which she checked off on the terms and conditions stating she has read and accept Club verbiage provided on Checkout page: Starting days from your order date, you’ll receive a day supply of airbrush foundations every other month at the guaranteed low price of just $+ S/H/P per month, which you may conveniently call to cancelThere is no commitment or minimum to buy. To customize this program or future shipments and charges, call customer service She also checked off on the following terms and conditions regarding the club: The Luminess Air Club offers the convenience of having refills of your Luminess Air cosmetics delivered to your door steps in a timely and automatic manner. You will receive your two shades ever so often as agreed; product will be delivered to your address. All you pay is $plus S/H/P per month or as agreed. Delivery cycles can be changed at any time by contacting Luminess Care at 1-877-749- All trial customers have a complete days from the delivery date to try the airbrush system and in the event they aren’t completely satisfied with the results then return the product for a refund of the purchase price and security deposit, less paid shipping and handling and initial trial cost before the day trial period ends for all ordersPer the agreed upon terms and conditions, a day trial order becomes a final sale which is non-returnable and non-refundable once the Day in home trial expires and any future balance becomes payable as agreed at the time of order. Ms*** did not return the product during the day trial period and was only being charged the agreed upon installments to pay for the airbrush systemInstead of contacting our company regarding the April and May charges, Ms*** contacted her credit card company and disputed the agreed upon chargesUnfortunately, no refunds will be issued on this account due to the dispute being filed against our company

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution would be satisfactory to me

On March 2, a person by the name of *** *** called in and placed an order for *** ***Mr*** ordered a Luminess Airbrush System day trial for $followed by payments of $if the airbrush system is kept past the day trial periodMr*** was also enrolled
into the auto-replenishment makeup club program in which he was informed starting days from his order date, Ms*** would receive a day supply of airbrush foundations every other month for $+ S/H/P per month ($35.06), which he could call to cancel at any timeMr*** agreed to all terms by giving an electronic signature during the recorded call. We have confirmation that the day supply makeup shipments were sent to *** *** at *** *** *** *** *** *** *** *** ** *** in April, June and August We received a call from Mr*** and his financial institution on September 2, with questions regarding the chargesWe explained the payments for the cost of the airbrush system as well as the charges for the makeup club shipments that were being shipped to Ms***Mr*** advised us that he no longer speaks to Ms*** so we cancelled out the makeup club immediately per his request. We are shocked to see that Mr*** has filed this Revdex.com complaint against our company as full disclosure was indeed provided to him at time of purchase The airbrush system is paid in full and as stated, the makeup club was cancelled out per Mr***’s request on September 2, and he’ll receive no further makeup club charges or shipments from our company regarding this accountNo refunds will be issued regarding this matter as the shipments were shipped to the address provided by Mr*** and we have the recorded call to confirm that he requested the items be shipped to Ms***’s address and we did the needful

Revdex.com:
This letter is to inform you that Luminess Direct LLC has NOT carried out to my satisfaction the resolution it proposed for my complaint, filed on 9/27/and assigned ID ***
Regards,*** ***

We would like to sincerely apologize for any misunderstanding regarding this matterOn 10/14/*** *** went to our website and ordered a Luminess Epic Airbrush System day trial for $followed by payments of $if she decides to keep the system after the day trial periodShe
was also informed about the makeup club in which she would receive a day supply of airbrush foundations every other month for $+ S/H/P per month, which she was advised she can call and cancel at any timeThe payment information is listed on the very first page, the terms and conditions *** *** checked off on stating she has read and accepts and on the check-out page prior to confirming the orderThe order will not proceed unless the customer checks a box agreeing to the terms and conditionsWe also immediately followed up with a confirmation email to *** confirming her purchase details
Unfortunately we don’t have a record * *** *** requesting a Return Authorization number during the day trial period however, we have gladly made an exception to allow her to return the product for a full refund*** *** has been issued ** *** *** once the product is returned and processed in a full refund will be issued as promisedWe never falsely advertised our product and would like to sincerely apologize for any misunderstanding regarding the ordering process

Please note that we believe in full disclosure and have never advertised the purchase price of only $30. On March 18, a person by the name of *** *** went to our *** and ordered a Luminess Airbrush System day trial for $followed by payments of $if the airbrush
system is kept past the day trial periodShe chose the option to upgrade to the professional speed airbrush system for an additional $more on the day trial cost and $more per installment payment. Ms*** also upgraded to the supersized foundations for an additional $more on the day trial cost and per installment paymentWe never mislead Ms*** and unfortunately it appears that she did not actually read the payment information and terms in which she agreed to at the time of purchase and we apologize for this misunderstanding. We would like to point out that the payment information is listed on the very first page she came to, the terms and conditions she checked off on which states I have read, understand and accept and on the check-out page prior to confirming the orderThe order will not proceed unless the customer checks a box agreeing to the terms and conditionsWe also immediately followed up with a confirmation email to *** confirming all of the agreed upon purchase details Ms*** was also given the exact verbiage below regarding the Luminess Air Club (automatic make shipments) Club verbiage provided on Checkout page: Starting days from your order date, you’ll receive a day supply of airbrush foundations every other month at the guaranteed low price of just $+ S/H/P per month, which you may conveniently call to cancelThere is no commitment or minimum to buy. To customize this program or future shipments and charges, call customer service She also checked off on the following terms and conditions regarding the makeup club: The Luminess Air Club offers the convenience of having refills of your Luminess Air cosmetics delivered to your door steps in a timely and automatic manner. You will receive your two shades ever so often as agreed; product will be delivered to your address. All you pay is $plus S/H/P per month or as agreed. Delivery cycles can be changed at any time by contacting Luminess Care at 1-877-749- On March 28, Ms*** called regarding the priceponts and requested to return the productThe agent gave Ms*** a discount of $and stretched the remaining balance into smaller more affordable paymentsThe discount made the purchase a final sale and it cannot be returnedWe reached out to Ms*** regarding this complaint and she advised us the she was unable to obtain a Return Authorization Number ***. We advised her that the account was not eligible for return due to the discount she accepted. As a courtesy in good faith, we have issued Ms*** Return Authorization Number 12078134-along with return instructionsThe Return Authorization Number has a week expiration date and must be returned back to our facility by May 9, The makeup club membership has been cancelled per Ms*** request We are a proud accredited business of the Revdex.com and can assure you that full disclosure was provided to Ms*** at the time of purchase. We truly hope our response helps clear up any misunderstanding regarding this matter

Please note that the customer was informed that she had days to try the product and in the event she was not satisfied to call within the day trial period to request a Return Authorization # and return the productAll of our customers are given days to try the airbrush system and in the event they aren’t satisfied, send it back and owe nothing furtherIn the event the airbrush system is kept past the day trial period the customer is responsible for the installment payments to pay off the actual airbrush systemA customer can't simply email to cancel the account and expect for the charges to stop without returning the productTo date, she still has the airbrush systems that was ordered months ago in her possessionThe airbrush systems were never returned back to our company and therefore the customer was responsible for the agreed upon installment paymentsAs a courtesy we gave the customer a discount of $and the account is considered paid in fullWe also refunded the club shipment in which the customer claimed she never receivedNo further refunds or discounts will be issued as the product was never returned and the day trial period for return expired months ago

Please note that it is not our intent to make this customer upsetIf he sent in the claim form after informing us that he would not fill it out we will not argue this point. The point is regardless if the customer or our company submitted the claim, we have requested a refund per his request. This matter is considered resolved and closed

Please note that the customer called our company almost years ago on 10/27/and placed an order for a Luminess Professional Airbrush system day trial for $followed by payments of $She also added a *** *** *** *** *** for an additional $as well as an extended
warranty for $The customer received her order in November and never informed us that she did not receive the productThe account was turned over to collections in March after numerous unsuccessful attempts to collect the agreed upon paymentsThe first and only time we heard from the customer was on April 23, This account now belongs to *** *** and any and all questions or concerns should be directed to them as customer never advised us until almost years later that she never received the product

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me, assuming they follow through with canceling their "makeup club membership" as stated in their email and the Revdex.com response

We never “bait and switched” Ms*** and would like to sincerely apologize for any confusion or misunderstanding regarding this purchaseWe have assured Ms*** that the *** and *** are both the speed professional airbrush systemsUnfortunately, she was unwilling to hear us out
and requested to return her airbrush systemWe issued her a Return Authorization # and will refund the $she was charged at time of purchaseWe have also notified our Quality Department and informed them of Ms***'s experience and they will definitely update the *** to prevent any further confusion

Please note that we have already been responding to Mr*** at *** *** *** regarding this same exact matterBelow is the response that was sent to Mr***.Your feedback was forwarded to my attention for review. I have reviewed the account in question and below are my findings
regarding this misunderstanding. On October 8, 2016 a person by the name of *** *** went to our website and ordered a Luminess Legend Airbrush System day trial for $followed by payments of $if the airbrush system is kept past the day trial periodThe payment information is listed on the very first page, the terms and conditions she checked off on stating she has read, understands and accepts and on the check-out page prior to confirming the orderThe order will not proceed unless the customer checks a box agreeing to the terms and conditionsWe also immediately followed up with a confirmation email to *** confirming all of Ms***’s agreed upon purchase details. Ms*** was also given the exact verbiage below regarding the Luminess Air Auto-Makeup Club shipments in which she checked off on the terms and conditions stating he has read and accepts. Club verbiage provided on Checkout page:Starting days from your order date, you’ll receive a day supply of airbrush foundations every other month at the guaranteed low price of just $+ S/H/P per month, which you may conveniently call to cancelThere is no commitment or minimum to buy. To customize this program or future shipments and charges, call customer service. She also checked off on the following terms and conditions regarding the club: The Luminess Air Club offers the convenience of having refills of your Luminess Air cosmetics delivered to your door steps in a timely and automatic manner. You will receive your two shades ever so often as agreed; product will be delivered to your address. All you pay is $plus S/H/P per month or as agreed. Delivery cycles can be changed at any time by contacting Luminess Care at 1-877-749-5777. Per the agreed upon terms and conditions, all trial customers have a complete days from the delivery date to try the airbrush system and in the event they aren’t completely satisfied with the results then return the product for a refund of the purchase price and security deposit, less paid shipping and handling and initial trial cost before the day trial period ends for all ordersPer the agreed upon terms and conditions, a day trial order becomes a final sale which is non-returnable and non-refundable once the Day in home trial expires and any future balance becomes payable as agreed at the time of order. Ms*** never returned the airbrush system and this is why the agreed upon installments were being chargedUnfortunately, it appears that Ms*** did not actually read the terms and payment information in which she checked off on and agreed to at time of purchase and we sincerely apologize for this misunderstanding. On February 9, we cancelled out the makeup club per Ms***’s requestCancelling out the makeup club does not cancel out the payments towards the airbrush system that is kept past the day trial period. On April 11, Ms*** called regarding her final installment payment which was charged in March for the airbrush system she has in her possession and the agent advised her that the final payment was made in March and the account is considered paid in full and she will have no further charges from our companyShe was also informed that the makeup club was cancelled out in February per her request and she has not received any further makeup club shipmentsPlease note that we have over million customers and it is our goal to satisfy them all, but unfortunately due to misunderstandings such as this, some tend to take to social media and voice their frustrations. We are a proud accredited member of the Revdex.com with an "A" rating and fully disclosed all terms at the time of purchase and if given the opportunity will gladly walk you thru the same exact ordering steps as Ms*** to confirm that full disclosure was provided at the time of purchase and this truly is a misunderstanding We value our customers and appreciate your feedback and hope that our response helps clear up any misunderstanding regarding this purchasePlease feel free to contact me directly or respond via email if you have any further questions, comments or concerns regarding this matter and I'll gladly respond

We would like to sincerely apologize for any misunderstanding regarding our makeup clubWe have reviewed the account in question and Ms***'s was provided the exact verbiage regarding the makeup club enrollment in which she checked off on the terms and conditions stating she has read and
accepts.Club verbiage provided on Checkout page:Starting days from your order date, you’ll receive a day supply of airbrush foundations every other month at the guaranteed low price of just $+ S/H/P per month, which you may conveniently call to cancelThere is no commitment or minimum to buy. To customize this program or future shipments and charges, call customer serviceShe also checked off on the following terms and conditions regarding the club: The Luminess Air Club offers the convenience of having refills of your Luminess Air cosmetics delivered to your door steps in a timely and automatic manner. You will receive your two shades ever so often as agreed; product will be delivered to your address. All you pay is $plus S/H/P per month or as agreed. Delivery cycles can be changed at any time by contacting Luminess Care at 1-877-749-5777.We are a proud accredited member of the Revdex.com and believe in full disclosure and can assure you that all payment information and terms were disclosed upfrontUnfortunately, it appears that Ms***'s did not actually read the payment information and terms in which she checked off on and agreed to and we sincerely apologize for this misunderstandingWe have cancelled out the makeup club per Ms***'s request and also refunded the club cost Please allow 3-business days for the refund to appear back to the card on file

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution would be satisfactory to me However, the information stating that I did not return the airbrush system in the required time frame is as I sent it well before December 6th which is when the RA number expired Why it took them over a month to register the return is beyond me And in fact when I called them on January 3rd the person I spoke with said she saw in their system that the airbrush system was returned by me and did not say it was late so I should also receive the refund from them. The club makeup was returned today by *** *** *** ** *** *** *** *** *** ***My issue about them requiring to purchase a *** card to receive the refund has not been resolved

Please note that a *** claim was submitted on the customers behalf regarding not receiving the productThe claim was submitted on 10/14/and per the *** claim process, please allow at least weeks for the resolution of the claimUnfortunately, this complaint was filed before the claim
process could be completed by ***We have reached out to the customer again regarding this matter and advised her that the account will be refunded in full as promisedWe will also reach out to *** to try expediting this claim

We would like to sincerely apologize for any inconvenience this has causedPlease know that we have contacted Ms*** and issued a refund in the amount of $for the damaged products she received as well as gave her a $credit to used on future orders

We would like to apologize for any confusion regarding this matterPlease note that we have reviewed the recorded call placed at time of purchase on 9/3/and found that Ms*** ordered a day trial for $followed by payments of $+ $processing fee if the airbrush system is
kept past the day trial periodMs*** did not contact our company until months after her day trial period for return expired on 12/21/informing us that she threw the system away in the trashThe agent advised Ms*** that she still has payments remaining and as a courtesy in good faith we discounted her final payments for the airbrush system giving her a discount of $and her account is now considered paid in fullPlease note that the payments and terms were made very clear to Ms*** during the recorded call and she gave an electronic signature agreeing to the termsWe would like for Ms*** as well as the Revdex.com to hear the recorded call to confirm that all information was disclosed

Thank you for bringing this matter to our attention We have reviewed the account in question and found that the customer was indeed informed about the club prior to receiving the package The customer ordered via the *** and checked off on and agreed to the following terms and
conditions below regarding the club:Club verbiage provided on Checkout page: Starting days from your order date, you’ll receive a day supply of airbrush foundations every other month at the guaranteed low price of just $+ S/H/P per month, which you may conveniently call to cancelThere is no commitment or minimum to buy. To customize this program or future shipments and charges, call customer serviceThe customer also checked off on the following terms and conditions regarding the club: The Luminess Air Club offers the convenience of having refills of your Luminess Air cosmetics delivered to your door steps in a timely and automatic manner. You will receive your two shades ever so often as agreed; product will be delivered to your address. All you pay is $plus S/H/P per month or as agreed. Delivery cycles can be changed at any time by contacting Luminess Care at 1-877-749-The club has not yet generated as the customer is still within her day trial period We did however force cancel the club per her request via email on 1/30/no clubs will charge or generateWe did inform the customer of the payments following the day trial period in the event she keeps the airbrush systemWe would like to apologize for the misunderstanding regarding the club enrollment, unfortunately it appears that the customer did not read the terms and conditions in which she checked off on and agreed to at time of purchase

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me
I have been in contact with the company since I made the original complaint and they have taken care of meApparently what happened is that they are in process of changing the *** #'s and the computer system hadn't been updated (or so they said)

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
[Provide details of why you are not satisfied with this resolution.]
Regards,
I can assure you that Luminess realizes that this package has been returned because they know the package they sent to me and they should know when it's in their possession because I never opened it; simply took it to the post office for returnThis cash-hungry Luminess knows the package they sent to me was returned to themHow can they be in possession of the unopened package they sent and not realize when they have it with them? They know they have their package, but their greed will not let them tell the truth! The truth is that when I asked the post office to give me a tracking number, the US Post Office told me they do not issue tracking numbers for refused and returning packagesThey asked if I wanted to take a picture of it, and I said yesThat's what I did and they received and returned the packageThey should know when they have their unopened and returned package and they are not saying that, because they'd rather tell lies for more cash! This company may be accredited, but they do not live up to the reputation of the Revdex.comIt's a shame!