Lumare Skin

Dear [redacted] [redacted]: 
initial; background-attachment: initial; background-color: white; background-size: initial; background-origin: initial; background-clip: initial; background-position: initial; background-repeat: initial;">Thank you for contacting us. We appreciate the opportunity to help you.We would like to inform you during the trial period a customer has the privilege of using a product for the cost of shipping and handling. After the trial period has expired, the customer is charged for the full price of the product. Thereafter, automatic shipments are sent out and charged to the customer every month, eliminating the need to remember to reorder their favourite product. A customer is not obligated to continue automatic shipments and can request cancellation at any time.
As per your complaint and our records we have four Chargeback's from your side on your all Transactions mentioned below:-
Order Id#[redacted]- Chargeback#[redacted],Order Id# [redacted]-Chargeback #[redacted],Order Id#[redacted]- Chargeback #[redacted] and Order Id# [redacted]- Chargeback #[redacted].
We already refunded two amounts of  $45.00  and  $45.00  on February 13, 2015 but we are not able to refund any further amount because of Chargeback's and we are still waiting for result as per Master cards terminologies.It will take around 30 to 45 working days to here when a customer file a Chargeback.
To discuss specific details about your account and ensure that we handle your inquiry as best we can if you have any queries further.
 
Thank you,[redacted]Email Support Center
Lumare Skin Products

This company should be shut down. How can you charge customers full price when on a trial bases. Your days are up before you even get your product. And then your charge full price on your account. This is not acceptable. You will lose your business and customers. It's really sad to run a dishonest company. Scamming people's money just cause you have a credit card on file. I was offered only part of my money back. Not acceptable.

Review: I have responded to add: Get a Risk Free Bottle Supply of Lumare Skin Anti-Aging Serum Pay Only For S&H.

I have called to order only this FREE BOTTLE and made clear that is all I want, and agreed to be charged $5.95 S&H. They have offered another promotion to get $100 free gasoline. I have declined and reinstated that all I want is the FREE Bottle of Skin Serum.

14 days later Luminare charged my credit card $98.71 and less than month later another $98.71 and shipped second Serum.

I was surprised to receive this shipment and when contacted Lumare, I find out that they tried to trick me in to paying for FREE Bottle and signed me to monthly program. They wound not reverse the charges.

At the time of my telephone order I was not informed of their now claimed policy that I am actually getting 14 days trial, that I have to cancell if I don't want to be charged, that I am being signed into monthly subscription, and that cost of the serum is $98.71 per bottle.

This order was processed under my wife's name [redacted] and charged to my credit card.Desired Settlement: Luminare to reverse their unauthorized chargers : 2 x $98.71 = total $ 197.42

The worst crooks that have ever called themselves a business. They will steal hundreds of dollars and tell you that it's your fault. The supervisor wouldn't even let me review my order.

Review: I ordered a trial sample of face serum and eye cream product from Lumare Skin. On August 9,2015, The trial price ($5.95) for each was posted on my credit card. Then on August 23rd, another charge to my card was incurred at $89.77 and $98.71 without my knowledge. After checking my charge account, I called and cancelled my account with both separate products. I spoke to Andrew regarding the face serum and he guaranteed my account was closed and there would be no more products sent to me. Then I had to call a different number where I talked to Allison who also assured me my account would be closed and gave me a confirmation number #631339. My next charge card statement came for September and there were more charges - $89.77 for the eye cream and $ 98.71 for the face serum!! When There was not an area on the website that clearly disclosed the terms & conditions. I did not even see an area where it asked me to agree to the terms and conditions, if they had any! Apparently, it was hidden at the bottom of the website. I feel like this is a total scam! I did not agree to monthly shipments and did definitely not agree to $188.48 charged to my credit card. I agreed to pay shipping on my trial offer. There was no packing slip enclosed or notice to cancel. This is false advertising and I would like my money credited back to my VISA account.Desired Settlement: I would like my money refunded for $188.48

Review: I ordered a trial sample of Lumare serum with the understanding that I would only be charged $5.95 for shipping. my credit card was charged for shipping and the following month I was charged $98.71 by a HRD*FITZFACESERUM. Had no idea what this charge was for until I called 844-898-9719 and was informed I was charged for the trial sample because I had not cancelled it within the 14 day trial and that I had enrolled in their monthly program for $98.71/mo.

They cancelled the monthly enrollment but would not refund the $98.71 and would not give me a return code so I could return the sample. I went back to the Lumare order site to find where it explained the details of the trial only to find in minute print at the bottom of the order form stating that once your trial has ended you will be billed $98.71 and every 30 days thereafter for a monthly supply. There is a link to the Terms and Conditions in the finest print at the very bottom but nowhere on the form is there a place to note that one must read or agree to the Terms & Cond. The Terms state that you must read and agree before placing your order and by using, visiting or browsing the website & placing an order you have therefore accepted the terms.

I did not agree to their terms and conditions because their order form did not ask me to read or agree prior to ordering the trial sample therefore I could not possibly be bound by them. I also wrote them a letter requesting a return code and received a call which I returned and the svs. rep. had no idea why I was contacted. Also received an email from customer service which stated that my issue was resolved.Desired Settlement: There are many consumer complaint websites on the internet with countless complaints against Lumare related to these deceptive marketing practices. They need to stop their deceptive and misleading advertising. In researching this I also noted that they sell their products under many other website domain names.

This Company's practices need to be brought to the attention of the Federal Trade Commission,

Business

Response:

Dear Revdex.com Representative,

This product, is sold with the serum, in the advertisement, I called and cancelled, with the number on the invoice, a month ago, product was to expensive, I now received another Lumare eye cream, called to let them know I cancelled, was informed I have to call ANOTHER NUMBER TO CANCELL there product. This is a scam, you sell the product together, it should be cancelled, the same, or told at the first phone call, to call another. I'am a cancer patient, wanting to trying, a new product to feel better, didn't realize the cost. Would like my $89.72. refunded.

This product is trash. I used it for a week & my eyes started to have bumps come up near the lids. My eyes would constantly tear up & burn. When I went outside my face would burn. They throw you off by saying you have a 30 day trial. So of course You don't think about calling them within 14 days. They tell you that they can't do anything for you because you missed the dead line. I go back online & they have changed the name of the cream three times! could keep going but this situation makes me come out of character!

Review: Company offers free trial and charged credit card $5.95. Then after a month, starts automatically sending the product and charging the credit card $98.71. Called to send product back and cancel. I was told I could return (and pay a restocking fee of $10.00 or keep the product and they would refund 75% of the $98.71. Company states that the program terms and return terms were disclosed, but I can not locate on the web page or order page. This is highly misleading and at no time do you think that you have signed up for ongoing shipments. Not sure if this is mail fraud or credit card fraud - but feel very strongly that they should be shut down - or forced to change their online marketing copy.Desired Settlement: Online terms and conditions need to be available, misleading copy needs to be changed.

Review: I responded to an offer for a sample of skin cream and eye cream for two shipping charges of 3.95 and 4.95. I have eyelid skin allergies and thus I always try to use a sample of eye cream before I purchase the product. When Lumare shipped the second set of their creams after I received the first sample, I immediately called Lumare to cancel any future order. Only then did I learn that I had had 14 or 15 days to contact them before they charged my account 89.77 and 89.71 for the two free samples. They said they would credit me only 45.00 each for the first charges of 89.71 on 1/23, 89.77 on 1/24, which I never authorized. In addition, they had already charged my account 89.77 and 89.71 for the next two creams they sent, which I had not authorized. When I first called Lumare, I told them at the time that I was not aware of the 14-day trial period to return the samples or to cancel the autoship order, nor was I aware of the autoship program. I did NOT check a box to agree to sign up for the autoship program, nor did I check a box to agree to the Terms and Conditions. I also immediately called my credit card company to check the charges to my account and to question those charges and label them as unauthorized. Lumare gave me two RMA numbers to attach to the second two skin creams that they sent me and I included those numbers on the package when I mailed it back to them. I mailed the package of the two skin creams from USPS on 2/25, and when I called Lumare on April 13, they said that they had received my returns on March 3, 2015. Lumare had said that they would credit my credit card account when they received the package of the second set of creams; however when I checked with my credit card company on 4/13, I had not received the two credits of 89.71 and 89.77 for the second set of creams that they sent me and that I returned.

I will also gladly return the first two samples they sent me for a full refund of the charges. I have not used the samples.Desired Settlement: This company is dishonest, crafty and it hides very important information from the customer. The trial terms should be printed in large print and easy to view and read. The customer should be informed in large, clear print of all the terms of the trial and all the possible charges. I did not see any of these terms.

Lumare made false claims to my credit card company that I was a recurring customer although the request for the free samples was my first one to Lumare.

I did not receive Lumare’s emails about the order confirmation and charges of 89.71 on 1/23, 89.77 on 1/24, 89.71 on 2/8 and 89.77 on 2/09, because the email did not have Lumare as the sender and I did not have the sender name, [email protected], in my address book nor was I familiar with it, so the emails probably went to my junk folder and I did not see them.

I am asking for a full refund of their four charges: 89.71 on 1/23, 89.77 on 1/24, 89.71 on 2/8 and 89.77 on 2/09 by Lumare to my credit card account.

Business

Response:

Dear [redacted]: Thank you for contacting us. We appreciate the opportunity to help you.We would like to inform you during the trial period a customer has the privilege of using a product for the cost of shipping and handling. After the trial period has expired, the customer is charged for the full price of the product. Thereafter, automatic shipments are sent out and charged to the customer every month, eliminating the need to remember to reorder their favourite product. A customer is not obligated to continue automatic shipments and can request cancellation at any time.As per your complaint and our records we have four Chargeback's from your side on your all Transactions mentioned below:-Order Id#[redacted]- Chargeback#[redacted],Order Id# [redacted]-Chargeback #[redacted],Order Id#[redacted]- Chargeback #[redacted] and Order Id# [redacted]- Chargeback #[redacted].We already refunded two amounts of $45.00 and $45.00 on February 13, 2015 but we are not able to refund any further amount because of Chargeback's and we are still waiting for result as per Master cards terminologies.It will take around 30 to 45 working days to here when a customer file a Chargeback.To discuss specific details about your account and ensure that we handle your inquiry as best we can if you have any queries further. Thank you,[redacted]Email Support CenterLumare Skin Products

Consumer

Response:

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. For your reference, details of the offer I reviewed appear below.

I would like a full refund to the four charges to my credit card account that I did not authorize.

Regards,

Business

Response:

Dear Madam,

Review: This is possibly the WORST customer service in my four decades of being a consumer. I had a lengthy conversation with an accusatory "customer service" representative named, [redacted]. Not once, but twice. On the first conversation we agreed, with my credit card rep on the line, that I would be refunded 50% of a whopping $98.17 I was charged after a "free trial" . The product is ineffective and poor quality as well. I made the mistake once of doing business with them, and then they sent me more product. This product was allegedly on the way while we were on the phone, so I offered to send it back, because their product was bad. [redacted] says, "No, that's not necessary. We will just refund you the 50%". The charge for an ADDITIONAL $98.17 hadn't shown up yet while the three of us were on the phone. So I see it well after I thought this was all taken care ofThis is a cheap, ineffective product that comes along with an egregious price tag and nasty customer service reps.... specifically, [redacted].Neither he, nor [redacted] would give me the address or name of a manager/owner to write to. I will do everything in my power to demonstrate how the $150 I've had squeezed from me, is %100 reason to tell anyone who will listen, about this terrible, scamming company.Desired Settlement: I would like the rest of my refund (another %75)I was offered a %25 refund on the second bottle of "serum". I haven't seen that. And while I did see %50 refund on one bottle, I feel that the time I spent on the phone being berated by [redacted] is enough to warrant a full refund. that's not to mention the poor quality product.I'm out $150 that I feel Lumare stole from me!

Review: While on FB, I became interested in an article about [redacted] possibly being fired by Fox News. Before I knew it, there was an ad re: serum & eye cream. I filled in information on both but did not give charge card number. Next day I received a call from [redacted] (8-25-15) who told me they would ship 30-day supply for $1.95, then asked for my card number. I regretted this almost immediately after hanging up & tried to call the number on my Caller ID, 813-279-[redacted] to cancel. Left messages the 3 times I called. What happened to 3 day option for purchases?

I had even tried to find the ad on FB again to ascertain the name of products, but found none.

She had said I would receive an email detailing all info. with phone number, etc., but no emails or further contact was made until I received serum & eye cream a few days later.

Sept. [redacted] statement: $1.95 & $2.95.

When second shipment came 10-13, I called the number I found on the packing slip; talked to [redacted] telling him I did not want shipment & asked where I can return both items. Impossible. We had a "binding agreement" & amount was $98.17. Requested a copy of their policy to which he had referred: "Tryskin.com/rejuvenate & look under conditions, contract info." I told him to cancel any additional shipments immediately. He said they are canceled. I want to be sure

Oct. [redacted] bill arrived 10-16 with $98.17 for serum & $89.77 for eye cream.

I'm 75 years old & feel this is a fraudulent scam as I was tricked from the beginning & pertinent information & response deadlines were unknown to me, seemingly withheld from me.Desired Settlement: I believe I should be released from this fraudulent business scheme and $188.48 be credited to my [redacted] card.

Review: On September 14, 2015, I ordered a free trial of two products online, Lumare Encante Eye Creme and Lumare Encante Face Serum. Each item cost $5.95/shipping and handling. Approximately 15 days later, I found another payment charged to my account in addition to the $5.95. One payment was for $89.77 and the other for $98.71. I asked why I was charged an addtional amount. The customer service representative told me that I had agreed to the terms to report feedback on the product within 14 days. I told her I did not know there were terms and how could I report feedback on a face product within 14 days? She said I should have read the "Terms and Conditions" before making the payment. The terms and conditions are located at the bottom of their webpage, which is another link and not clearly stated with the purchase. I was offered 50% off a product and was also offered a free bottle of the product which I gracefully declined. I then asked for the address of the company and the service representative told me she could not give that out because it was confidential. I then asked, how can a public company be confidential? She stated that due to threats from "southern states" such as mine, she could not give their location. I am from South Carolina and was very polite. I simply was asking to be reimbursed for the phantom charge. I even said that I would return the product for a refund. She said I had missed the deadline. I ordered it on September 14. It arrived on September 17. I was charge the additional charge on September 29. No product in the world can make a difference in 14 days and I really only had 12 days to give a "review". The advertisement is very misleading and company should be held acountable.Desired Settlement: Complete refund including the initial $5.95 each for shipping/free trial, which is not free as well as the $89.77 and $98.71.

Review: Lumare Skin offered my wife a free 30 day sample and trial of their skin serum and eye cream. She was told that she had 30 days to cancel any future orders and if she didn't cancel she would be chagred for the next month supply.... She supplied Lumare with my credit card to pay for shipping. After just 10 days of the trial she realized this product was doing nothing and she called the number provided to cancel. The people on the other end of the call told her they didn't handle cancelations and gave her another number. She called the second number and received a similar message. She call the third number and received a travel company. Frustrated, she sent a letter to Lumare at the address provided telling them to cancel all future orders.

In the meantime, and less then 30 days from the original offer, two packages of product arrived from Lumare and charges of $89.71 and $89.77 appeared on my MasterCard. I called MasterCard they told me to return all product and they would contact Lumare for a dispute resolution. Since we didn't open the packages, we refuse the shipment and the post office sent the packages back. I have written confirmation from the US Post Office that the packages were returned. In the meantime Lumare now says they never received the return packages and never received out cancellation But they have stopped future billing. MasterCard has said that without a certified return receipt, they could not help and have left the above charges on my bill. This company, Lumare used a classic offer bait that was" too good to be true" line and then before the 30 days was up stated sending product and billing even though they knew of the cancellation and returned items.Desired Settlement: Since all product have been returned, I want a refund of the $89.71 and $89.77 for a total of $179.48. Any other outcome will not be excepted and further litigation is planned.

Business

Response:

The customer and her husband has already filled Chargebacks on these transactions with their credit card company. The disputed charges and the customer's account are flagged. There are no changes that can be made to the account as per the rules and regulation with Visa , Discover ,America Express and Mastercard. Please check back in 30-45 days once a decision is with the Card Company.

Review: I ordered two promotional products from this company on 3/16/15. Their terms and conditions state that I am consenting to "after your 14 day trial has expired, being enrolled in our membership program for $94.90 per month. You can cancel anytime by calling [redacted], 24 hours a day, 7 days a week." I called today, 3/30/15 (exactly 14 days after I ordered the trial products) to cancel my membership, but the company has already processed the fees for each product - one for $89.77 and one for $89.71. I was calling to cancel all future orders and membership. They claim that they can only refund 50% of the payment for each product because the 13th day ended at midnight, 3/29/15. I understand the terms to be the trial period ending at the end of the 14th day, which is today, at 11:59 PM. This is false advertising and stealing.Desired Settlement: Full 100% refund on each product - $89.77 and $89.71.

Business

Response:

Dear [redacted],

Review: Advertising, billing, collections, Contract and customer service issues.

My wife (name withheld but at the same address) purchased a 'trial offer' of Lumare skin serum and Lumare eye cream for $5.95 and $1.95 respectively. The 16 pages of Terms and Conditions were not found until after submitting the order. When these charges posted at our bank Lumare also charged $98.71 and $89.77 for the product. Once this was discovered on our monthly bank statement, Lumare was called to cancel what had automatically become an open-ended product order - a fact only disclosed in the Terms and Conditions. The packing list gave two numbers for contacting the company; 888-263-6216 OR 844-650-[redacted]. Calling 888-263-[redacted] she was told that no returns are accepted, she is responsible for the first month's order ($196.38) but further shipments would be canceled. However, the next month a charge of $89.77 (eye cream) from Lumare was on the bank statement. Calling 888-263-6216 she was informed that she needed to call the other number to cancel the other product agreement (serum) and the same story about no returns and the Terms and Conditions agreement. So, we are now out $295.09 for what was being advertised for $7.90. This may be legal but it is truly deceptive. These two products are being sold by Lumare Holdings LLC (http://lumareskin.com/) a business registered in California, by Cellumis (http://www.cellumis.com/) and C-Advanced registered in Arizona and Kemosabe AZ LLC in Nevada. Some hot-links on these sights lead you to Oro Lift, same product with a different name. There may be more companies selling these same products, my time and resources are limited for this type of research. There are many Revdex.com complaints against Lumare and even a website dedicated to these scams (lumare.pissedconsumer.com).Desired Settlement: I would request that SOMEONE investigate this/these companies and stop them from engaging in these deceptive practices. This is a scam. Their process may be legal but it is deceptive and harmful to the general public. The hooks of "Free" and "Trial Offer" are being used to create contracts for monthly delivery of exorbitantly overpriced products and the companies are utilizing automatic bank drafts to lock in this theft.

I would love to RETURN THE PRODUCTS and get our money back ($287.10) but I doubt that will happen. The terms and conditions, only available after placing the order, are the companies (they all have the exact same legalese) safeguards against its costumers or victims. These are truly disgusting practices.

Review: I was trying to purchase an eye cream online. Once it was time to check-out, I was prompted to check whether I wanted to also purchase the skin cream from lumare. I checked no. However, the final invoice revealed that I was charged for both products. Approximately 20 days later I found an $89 and $98 charge from Lumare and the eye cream company. When I called the customer service number they accused me of agreeing to participate in a monthly membership. The rep argued with me saying I did not read carefully. She dismissed my accounts of never even selecting to purchase the skin cream. She refused to refund my money and told me that she was the manager. I called again hoping to get a more reasonable rep; however, the second rep responded with the exact same rationale leading me to believe they are trained to follow through with the scam.

I also fell victim to the deceptive practices of this company although they have added an additional twist of no returns. I ordered the trial product and agreed to shipping costs of $5.95 for the skin serum and $5.95 for the eye cream. Then, on 9/5/15, was charged $89.77 for the eye cream and $98.71 for the serum. I called today and had to call two different numbers. For the eye cream, I was told I could not return the product and they could only offer a 35% refund. I called the other number about the serum and was told I could not return the product and all he could do was offer me a discount on future products. I had to tell him the sister company was offering a 35% refund. He then put me on hold, checked with someone and was then able to offer the 35% refund as well. In my opinion, their practices were misleading.

They took me for 200.00, they claim the fine print described the terms and conditions. It looks like many other people have been taken by this company, word to the wise do not buy anything form this company, the product is horrible too!

Review: Signed up for free trial. NEVER saw the terms. Received the free trial. Product didn't work! A month later I receive more product in the mail. I called to inquire. The representative, [redacted] was RUDE and out of control. Worst customer service ever! Charged me $98.71 for product I didn't ask for and that doesn't work! I do not want this product! This is a total SCAM!!!! BEWARE of any adds for Lumare Skin Products! I still don't know how to get a full refund! The company is the worst company to deal with! Note to all consumers DO NOT PURCHASE this product! Disappointing! I am ANGRY!!! Total Scam! Then I called the other number listed for the product and found out that it was a separate number for the eye cream. They charged me $89.77 for the eye cream so in total I was charged $188.48. I didn't ask for these product. I was not aware of the terms of agreement. I never saw a place that said they would send me more product and charge me full price. This company is underhanded and deceptive. I do not have the money to pay for this product that I never ordered in the first place. I need my credit card credited back the full $188.48. But I went and looked at my credit card statement and found out they charged me in September as well. So they have actually charged me a total of $376.96. I have not received all the product for these charges. I received two creams on October 19th. I am assuming these are for the charges made on September 15th. I have not received the product for the charges made on October 15th. I want all charges to be reimbursed which is a total of $376.96Desired Settlement: I would like a full refund for both the eye cream and the skin anti aging serum for two separate charges which totals $376.96