Jeff Edler Tree Service

Revdex.com:
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 9/24/1:52:PM and assigned ID ***
Regards,

We would like to sincerely apologize for any misunderstanding regarding this matter We have reviewed the call in question and found that on December 25, *** *** called in and ordered a Luminess Airbrush System day trial for $followed by payments of $if the
airbrush system is kept past the day trial period The agent never advised Ms*** that the trial was "free" The agent also advised Ms*** if the airbrush system is returned, the day trial cost to try the system is non-refundableMs*** agreed to the terms by giving an electronic signature. As a courtesy in good faith since Ms*** was unaware of what she was agreeing to at time of purchase, we'll gladly make an exception and refund the day trial cost once the product is returned and processed in

Our company has made attempts to contact the customer regarding this matter*** *** answered and said that he would relay the message to have *** *** return our call to bring resolution to this matter

On October 30, a person by the name of *** *** went to our *** and purchased a discounted airbrush system for only payments of $plus processing feeThe regular value for the same exact system is $319.90. The first installment was taken at time of purchase and the other
payments were taken out in day increments until the airbrush system was paid in full. We would also like to mention that Ms*** *** *** and placed another order with our company on November 28, for cosmetic items which totaled $The orders 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 her agreed upon purchase details and shocked to see that she is reporting that we charged her bank over $We only charged what she authorized when she went to our *** and placed both ordersMs*** was also given the exact verbiage below on October 30, regarding the Luminess Air Club in which she checked off on the terms and conditions stating she has read and acceptsClub 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-We are completely shocked to see that Ms*** filed this complaint against our company as the first and only time we have heard from her since ordering the product back in October was on January 18th in which she chatted in stating she never received the makeup club shipmentWe sent her a claim form and advised her to get it back to us and we’ll gladly refund the $club charge. As a courtesy in good faith, we left Ms*** a voicemail informing her that we are going to refund the $club charge without the claim, but the discounted products in which she purchased months ago cannot be returned for a refund

Thank you for bringing this matter to our attention. We have reviewed the account in question and found that Ms*** did not follow the agreed upon terms and conditions for sending back the product and this is the reason a refund was never issued on her account. Per the “Return POLICY
and DAY MONEY BACK GUARANTEE POLICY” that Ms*** checked off on and agreed to, “We will gladly accept any return within the day trial period, provided the item is in new or like-new condition (excludes discounted and promotional items, see Important- Additional Return Terms and Conditions below)The Day money back guarantee applies to purchase price and excludes money paid for day trial (rent to try) cost and paid s/hYou will need to contact the Luminess Customer Care at 1-888-793-7474 and request a Return Authorization number (RA#). DO NOT RETURN PRODUCT WITHOUT A RETURN AUTHORIZATION NUMBER. Please have Return Authorization number on package. If it is received and it does not meet our return policy we will not issue you a refund and the package may be returned to you at your costThis number can be obtained by contacting our Customer Service Team at 1-888-793-from Monday to Friday during business hours of AM to PM Central timeAs a courtesy in good faith to bring a resolution to this matter, we have made an exception and fully refunded Ms*** account, please allow 3-business days for the refund to appear. We also contacted Ms*** and explained the terms and why she wasn’t refunded initiallyMs*** understood and advised our company that she would close out this complaint as resolved

We are A+ Accredited with the Revdex.com and believe in full disclosureWe are requesting that the Revdex.com walk thru the "same" exact ordering process to confirm that *** *** was indeed informed of all the payments and termsIt appears that he did not actually read to the terms in which he agreedAs stated in the previous response, if *** *** does not want the courtesy offer, please have him follow the Return Instructions that were provided to him on 8/28/and return the airbrush system, otherwise he will be responsible for the remaining payments until the airbrush system is paid in fullThank you

We would like to sincerely apologize for the misunderstanding regarding the ordering processWe believe in full disclosure and all payment information was disclosed upfront and we will gladly walk the customer thru the ordering process again to assure her that the payment details were not only
listed on the very first page, but also the final checkout page prior to confirming the orderThe terms and conditions also breaks down how the customer will be chargedWe never advertised the full cost of the system as $as this is the day trial cost for the system in which the customer choseAll of our customers have days to try the system and in the event they don't like it during the day trial period, simply give us a call for a Return Authorization number and send the product back and owe nothing furtherIn the event they decide to keep the system following the trial period they are responsible for the actual cost of the airbrush systemWe sincerely apologize for the confusion, unfortunately it appears that the customer did not actually read the terms and price points in which she checked off on and agreed to at time of purchaseEven though she is outside of the return period, we'll make and exception in good faith and allow her to return the airbrush system for a refundPlease call *** *** *** to request a Return Authorization numberWe are a proud A+ Accredited Business of the Revdex.com and hope this good faith effort brings closure to this matter

Please note that we believe in full disclosure and all information was disclosed upfrontThe order will not proceed unless the customer checks off on the terms and conditions stating they have read, understand and acceptsAlso, the payment information is listed on the very first page, terms and
conditions as well as the final checkout page prior to confirming the purchaseThe customer must click the checkout button to finalize the purchaseWe also followed up with an email confirmation confirming all order detailsWe spoke to the customer regarding this misunderstanding and she is now aware that the information was indeed disclosedUnfortunately, the customer did not read the payment information and terms in which she checked off on and agreed toWe have cancelled out and refunded the orderThis matter is considered resolved and closed

Thank you for bringing this matter to our attention. We have reviewed the account in question and below is our response to Mr***’s complaint.1. Mr*** ordered online and was provided the exact information regarding the $charge at the time of purchase and he authorized
the transaction“Customers opting to pay with our multi-payment method will be billed in the following manner: All day trial orders are subject to a $charge to validate the credit card used for this orderThis amount will be applied towards your payments and shipping and handling will be charged at the time of orderAny additional accessories, rush shipping fees, and additional product will also be billed immediately along with the trial and s/h feesCustomer will be automatically billed first installment after days from ship date and then subsequent installments in approximately day increments until full balance is paid-off in full.”2. Please note that we have not issued a refund due to the package not showing returned or processed in. Please have Mr*** provide a tracking number or proof of return so that we can track where the package was deliveredPlease note that the agreed upon charges following the day trial period will continue until the product is returned.3. Unfortunately, it is evident that Mr*** did not read the terms and conditions he agreed to at the time of purchase and we would like to sincerely apologize for this misunderstanding4. We would never keep a customer on hold to see if he would hang upWe do however offer solutions and tips on how a customer can get their desired results and if the customer still want to return the product we issue a return authorization number along with instructions for returning the product.5. We would have gladly issued a refund, but the product has not been returned.6. We would have gladly issued a refund, but the product has not been returned.7. The product has not been returned and Mr*** was charged his first agreed upon installment payment for the airbrush system and has remainingAs a courtesy, we will refund the recent installment that was charged (42.94), but must make it clear that if the product is not returned Mr*** will still be responsible for the agreed upon installments of $plus processingWe look forward to bringing closure to this matter and asking that Mr*** provide proof of return

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,
Luminess is a company from hellI have never seen anything like thisWhen the package was returned at the post office, I was not issued a receipt by the post officeThey simply scanned it and put it with the rest of the mailI also took a picture of the returned package at the post office before it was handed to the postmanI think Luminess is looking for a reason to continue their nefarious activityMy experience is that they would do or say anything to keep your moneyOver the years I've purchased many items onlineLuminess is one hell of a business as they have trouble refunding timely returned merchandiseI am not the only customer saying thisDue to the time constraint, I may need more time attach the picture to this email from my phone

Please note that Ms*** ordered online and was definitely provided the payment and processing fee informationAlso, an order placed on the website will not proceed unless the customer checks the box agreeing to the terms and conditionsPlease have Ms*** read the complete confirmation mentioned in her rejection to see that the payments following the day trial period were indeed disclosed and the only way there will be confusion is if the information is not actually readBelow is the exact information provided to Ms*** at the time of purchase: “Customer Service may be reached M-F 8:30AM-5:30PM Central Standard Time by dialing toll-free: 1-888-793-You will see a charge of $on your credit card today, and then after thirty days there will be monthly payments of $for the cosmetics system, each charged to customer provided credit card(s)See terms and conditions for more information regarding this transaction.” Full disclosure was provided to Ms*** at the time of purchase as well as we have explained to Ms*** that her price increased due to her upgrading her airbrush systemAlso, the automatic club enrollment was disclosed and she agreed to the terms and placed her order, but we have cancelled the club per her requestWe are requesting that Ms*** provide a copy via this forum of the original confirmation email she mentioned in her rejection response so that we can see if she was provided different amounts because our records indicate otherwise

We are shocked to see that *** *** filed this Revdex.com complaint as we have already informed her via phone and email several times that her club membership has indeed been cancelledPlease note that she called our company on 9/30/requesting cancellation of the club and we cancelled it out
immediately per her requestShe also called back on 10/1/requesting an email confirmation of the club cancellation and we sent her an email with this informationWe also emailed her again on 10/4/with the club cancellation information as well as advised her of the remaining balance for the *** *** Unfortunately we do not have a record of the email cancellation request in which she claims was sent in July as we would have gladly responded to her request*** *** has only received two club shipments in total, from July and the last club shipment was sent in September prior to her cancellation requestPlease note that in order for *** *** to receive a refund for the last club shipment she must send back the unopened package showing *** *** and we'll gladly issue a refund

The attached file currently located in this complaint includes the Return Authorization informationWe have also included the verbiage in the attachment below for the customers reference:
Cassandra R***
Your Return Authorization (RA) Number is: ***
Please note the package must be returned to us by 10/13/
Please follow the instructions below:
• Please write this RA Number on the top of the box with a Sharpie or permanent marker in large numbers
• The RA# needs to be written on the front of the original packing list and returned with your packagePlease make a copy of your packing list for your records
• We recommend that you send this back with a ground carrier that provides a tracking numberPlease hold on to your tracking number in case there is a problem with your accountIf the package is lost or damaged in transit back to us it is your responsibility so we recommend that you insure the package
• All cost associated with sending this back are at your expense
• All items must be returned in new or like new conditions in their original packaging along with all accessories, parts and instruction manuals/DVD(s) that were shipped with your original order
• Returns received damaged or with missing items will be charged a minimum 25% restocking fee per unit and may result in additional billing
• Applicable refunds on authorized return product will be processed after we receive the product back in our warehouse and inspection is complete
• All RA#’s have an expiration date, yours expires on 10/13/It is very important that your package arrives back into our warehouse no later than 10/13/If your package arrives later than 10/13/it will be refused without refund and sent back to you at your expense
• Applicable refunds on authorized return product are processed within 4-weeks of receiving your package back into our warehouse and should be reflected on your credit card statement within 3-business days after refunding
Thank You

Please note that the customer purchased a discounted *** *** *** and this is why the day money back terms did not apply to this orderThe regular value for the same exact system is day trial for $followed by payments of $The customer purchased a discounted
*** *** *** for only payments of $The exact terms in which she checked off on and agreed to at time of purchase states "RETURN POLICY and DAY MONEY BACK GUARANTEE POLICY" We will gladly accept any return within the day trial period, provided the item is in new or like-new condition (excludes discounted and promotional items, see Important- Additional Return Terms and Conditions below)The Day money back guarantee applies to purchase price and excludes money paid for day trial (rent to try) cost and paid s/h
Unfortunately it appears that the customer did not read the terms in which she checked off on and agreed to at time of purchaseWe would like to sincerely apologize for any confusion this has caused and making an exception to allow her to return the discounted airbrush system for a full refund to bring closure to this matterWe have left her a voicemail as well as emailing the Return Authorization # and instructions to the email address on file, ***

We would like to apologize for any misunderstanding regarding this matter. Please note that we were more than willing to refund the club as promised, but Mrs*** filed a dispute with her credit card company and unfortunately once a dispute is filed we are no longer able to issue a refundAt
the time Mrs*** called to see if the product was returned we advised her that it had not been returned to our facility and this is when she proceeded by filing a dispute reporting “credit not processed” instead of waiting for us to actually receive the returned productAs discussed with Mrs***, a refund can no longer be issued due to her filing the dispute, but as a courtesy in good faith we have given her a $credit on her account to be used on future purchases

We would like to sincerely apologize for the misunderstanding regarding this matterPlease note that we have the recorded phone call placed at time of purchase on 11/29/to confirm that someone by the name of *** *** called and ordered a *** *** system day trial for
$followed by payments of $if the *** system is kept past the trial periodShe also upgraded to the Silk foundation for $more on the day trial period and per paymentThe address in which the product was delivered is *** *** *** *** ** 26431, the same address listed in this complaintWe have made several attempts to collect payment as Ms*** kept the *** system past the day trial period and has not made any of her installment payments for the actual *** systemShe has been advised that the account will be turned over to collections if the payments aren't made for the *** systemPlease reference tracking number *** to confirm that the *** system was delivered to the customers address on December 11, at 1:36pmPlease have the customer contact us at *** to bring the account current or it will be turned over to collections due to non-payment unfortunatelyWe are unsure what website the customer is referencing as our website *** and it is always available for our customers

Please note that a person by the name of *** *** went to our *** on March 6, and ordered a Luminess Airbrush Kit day trial for $followed by payments of $if she decides to keep the airbrush system past the day trial periodWe did not send out Ms***’s
foundation shades based off of her name as she selected her own shades at the time of purchase via the ***We value all of our customers and would never treat them different based off of their race and sincerely apologize if Ms*** feels otherwise On April 4, we received a call from Ms*** stating her makeup stylus was not workingWe immediately sent her out a new replacement makeup stylus free of cost and also gave her an additional day extension from the day she called our company On May 10, Ms*** called our company stating she never received her replacement makeup stylus and requested to return the airbrush systemThe agent provided Ms*** the Return Authorization Number along with the return instructions and advised her that all customers are responsible for paying return shipping and that the package must be returned back to our facility by May 24, On June 30, over a month after the Return Authorization Number expired we received a call from Ms*** stating she had not returned the product because she was waiting on a return labelOur company does not provide return labels as per the agreed upon terms and conditions customers are responsible for paying to return the product back to our company. Due to the confusion, the agent extended Ms***’s Return Authorization period to July 7, and advised her that any applicable refunds will be issued once the product is delivered back to our facility On August 29, we received a call from Ms*** questioning why she was charged another installmentWe informed Ms*** that the product was never returned back to our company and we were charging her the agreed upon installment charges until the airbrush system is paid for in fullUnfortunately, to date Ms*** has not returned the product and simply contacted her credit card company and disputed all agreed upon chargesPer the terms and conditions Ms*** agreed to at time of purchase “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.” The order will not proceed unless the customer checks a box and agrees to the terms and conditions. Ms*** never returned the product and disputed all charges. Unfortunately, no refunds will be issued on this account

[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 [redacted] and find that this resolution would be satisfactory to me.  
since nothing else can be done. The lip color is not [redacted] it is much too light, but I am tired of the hassle. my opinion of this company and it's practicesremain the same and so shall my views and reports when asked.Thank you very much ( Revdex.com) for mediating a situation that they had ignored up until now.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
If the time had expired, and there was no intent for refund why issue a RMA?
Regards,

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
[Provide details of why you are not satisfied with this resolution.]  I was never informed of the additiional processing fees and I never checked any box accepting any agreement.  I have the receipt for the return of the defective equipment.  It cost $17.83.  I didn't just pull this number out of a hat.  Also I was told several different things by several different "customer reps" about the billing and cost.   I also have the original confirmation receipt that states my total was $44.75.  This included the upgrade and taxes.  I was told that if I kept the product I would have three more payments of $44.75 not the $53.94  they  are now saying I owe.  I also specifically told them at the time of  my order that I did NOT want the membership and yet they enrolled me in it. There is nothing in my original confirmation of being enrolled in the membership.  This was added by the company after the fact. When I called to cancel I WAS told that I couldn't cancel until I made the three payments.  I see thay did cancel this membership which is the only good thing.  All I want is to be charged ONLY what I was originally told I would be charged and not a jacked up price.                                                     
Regards,