Lumare Skin

Review: When order was placed I was not told that this shipment was an autoship and had to be canceled in 14 days.

When I placed this order I told the female that I was not authorizing anything that I had to cancel within 14 days if I didn't want it. Order was placed 5/20/2015. I paid $10.90 from my debit card ending in 5141. My account was charged a total of $179.58 this morning which were charges I did not authorize. When calling to have them reverse the charges I was told that they will refund me if I pay shipping again to return the products. For their representative's failure to explain the entire process to me I don't feel I should be responsible for the return of the products.

I have instructed my bank to dispute the charges as I refuse to pay this money. These pending charges have also overdrawn my checking account.Desired Settlement: I am wanting full refund totaling $179.58 plus over draft charges in the amount of $68.00 to be refunded to the card information they have on file.

Business

Response:

Dear [redacted],

I have had a similar experience as other stated. I never had anything show up on my page informing me that I was purchasing anything other than a sample. In fact, I did not even realize that I had finalized my sample purchase, as the site popped up a message that I had already ordered before I thought that I had finalized anything. Now I am responsible for returning the items as I am being charged for the full products. Also, I received one product that I did not even order a sample for and it never even showed up on the packing list BUT I was charged for it. When I called about that, I was told I could return it on my own dime or receive a partial credit. This is such a scam.

FRAUD FRAUD!! I clicked on "rush my FREE trial" agreed to be charged $4.95 s/h.. The site brings you and WILL NOT ALLOW you to bypass eye cream and lip plumper... It just states "proceed to checkout"!!! My final charge was $29.90!!! I called the 888 # to CANCEL and was told "tog ordered the other products". I CANCELED the order and was told "your refund will be in 5-7 days"!! I INSISTED the charge be voided as it was only 15 mins since I placed the order!!!! Rep would not allow me to speak!!! This company is NOT RATED BY THE Revdex.com... Since there were too many complaints! (Google lumare to review) RIP OF! FRAUD!!!!

I seen an ad for this companys product and decided to try the "FREE" trial and only pay shipping. My shipping invoice said $4.95, When I looked at my bank account I was charged $89.71. I tried to call the phone number on my bank account and got a fast busy signal. I talked to my bank and found out this is set up as a recurring charge. I finally searched and searched and found another number for them. I called and was told the "FREE" trial is only a 14 day trial and then you are charged. I was asked if I had tried the product and I told him Yes. He asked how I liked it, I told him it was no better than the Oil of Olay I buy for $17.00. He asked if I was interested in any of their other products and I told him NO, I did not want any of their stuff, this was nothing but a fraud. At that point I was instantly put on hold and then the call disconnected. I looked and got an email from them that it was cancelled. I am going to send the stuff back. I feel I should get a refund. I will try to call back after work and see what they say, but this company is very shady. No one should try their stuf! I live in West Virginia so it took a while for me to get it, and evidently that time was counted in my FREE trial.

Review: I ordered a trial size Lumare anti aging skin serum on August 18. In good faith, I gave my credit card number, thinking all I would be paying would be the $1.95 shipping and handling charge listed in the advertising. To my surprise, I ended up with two charges on my visa card, one in Sept for for $98.71 and one in Oct for $98.71. In no place on the advertising was it listed that by ordering the trial sample, I was actually enrolling in monthly program or that the product could be returned within a certain time frame. No information arrived with the product indicating such or outlining the parameters of the program. I really feel that I was misled and when I look at the complaints against the company, it appears many consumers have had the same experience.iDesired Settlement: I am requesting a refund of the second charge of $98.71 that was made in October. I feel this is a fair resolution to this complaint.

Business

Response:

Dear [redacted],Our company, Lumare Skin strives to make sure that our customers are completely satisfied, therefore we take consumer complaints very seriously. Before customers commit to our 14 day free trial, our customers must affirm to and acknowledge the terms & conditions for our autoship program by marking the T&C check-boxes. Please see the following check-out page for more information:https://www.verafaceserum.org/toc.phpWe feel for our customer’s concerns, and have processed a refund in the amount of $98.71 as requested. In addition, this customer has been taken off recurring billing and will no longer be billed. Please allow for 5-7 business days for this refund to be processed. Please feel free to contact us know if you should have any further questions at 855-924-3390 or [email protected] .Sincerely,Lumare Skin [email protected]

Review: Unfortunately I fell for the scheme this company uses. Just as 2 other complaints I just read, the same thing happened to me. I ordered 2 Lumare products FREE except I was charged 4.95 and 3.95 for shipping. I paid that and had not even used or broken the seals on the FREE products when I received a charge of 89.71 twice for a total of 179.42!! I called, phone was answered by customer service, I explained why I was calling and was told that 14 days had gone by and I now owed 89.71 for each FREE product! I told the representative that I had not even opened either product, and I would send back both FREE products to them. I was told they would not accept that. I then asked to speak to a Manager and was told I was talking to the Manager. I was certainly not aware of having only 14 days to decide whether I liked the products, and had to cancel within that time period, and if I did not I'd be charged 89.71 for each. If that was anywhere in the advertising I ordered from it had to have been in VERY TINY print! I expected and thought any legitimate company would refund the entire charge. After much complaining and pleading my case I was offered 75% off, the representative (Manager) said she would credit my account for 68.00. I had to call back and argue and explain to another representative (Manager) that I was due credit of another 68.00 for the second product. She finally found the 2nd charge and agreed to take care of it. So, I will still have 43.42 I am paying for these FREE products. It makes no sense and I would not recommend this company or their products to anyone!!Desired Settlement: Refund of the $43.42 I am still paying for these FREE products!!I don't have confirmation at this time of the $68.00 of the credit I was told I would receive. I did receive an email stating I would receive $68.00 credit on my charge from the first rep I talked with. In total I should get credit for $136.00, and hope to receive the balance of $43.42.

Business

Response:

Hello [redacted],

I placed my order for samples on: 3-12-15 . I got billed $3.95 for one and $4.95 for the other. I called to cancel before 30 days but the customer service Rep. said the product had already shipped and got charged $89.77 on 3-26-15 2 weeks before the trial basis had ended!!!! I cancelled on the day I called and told the Rep I would be returning the item for a full credit. Not only did I not get the credit, but got billed again on 4-06-15 for $89.71 . they would not answer the phone I had called. nor answered my messages. To my surprise I got billed yet again on 4-27-15 for $89.77- NEVER reveiving any product! I AM BEING RIPPED OFF, I want my debit card credited for $269.25....

Review: I placed an order for a free trial and only had to pay for the shipping. Bella Labs allows a 14 day trial. The product was received 8 days after I placed the order which was not sufficient time to determine if the product was effective. I called to cancel the free trial which I thought was within the proper time frame of 14 days and was advised that I will still be billed because I had 14 days from the order date not the received date. They billed my credit card $98.71 and $89.77 which is causing a financial hardship for me. Bella Labs refuses to cooperate with me by sending me a refund.Desired Settlement: To receive a refund.

Business

Response:

Please verify you are contacting the correct company, as we were unable to locate an account using the information you provided. Please provide us with the full first and last name, shipping address and the last 4 digits of the credit card on the account, so that we may further assist you. Thank you.

Consumer

Response:

I have the 2 different phone numbers [redacted] The information was under [redacted] zip code [redacted].

Review: I ordered what is advertised as a free trial product, expecting the charge to be under $15. I received the product - what this company does not explain is that you will be charged $98.71 right from the beginning. This is not a free sample at all. Then I discovered today that ANOTHER $98.71 charge was pending against my account. The first time I called the representative said he could do nothing about the pending charge except to send additional product and for me to call before November 1 to cancel. I called a second time and was told the skin lotion "order" was voided - confirmation # [redacted]. Then I was told I'd have to call a second number to cancel the eye cream order, something I never individually ordered either. That confirmation number is [redacted]. I still have a $98.71 charge against my account from 8/24/15. Apparently the trial begins before the product is shipped. This company is a total scam. I still have the product, they can have it back and give me a refund. I would have NEVER ordered anything this expensive. Then I see dozens of complaints against this company all over the internet. How are they allowed to operate like this? They can have their product back, I will ship it and I want my money refunded. Total SCAM in terms of advertising and billing. Very disreputable.Desired Settlement: I will send the two products back that I thought were free trials - except for postage/handling - and want a refund of $98.71 that this company stole from my checking account. I would never spend this kind of money if I purchased a similar product in person, much less online. I want nothing further to do with this sleazy operation. Let me know how to return the products and have the company send me a refund check. They have fraudulent & duplicitous practices and are totally disreputable.

Review: This company is using a clever fraudulent way to steal your money. I placed an order for a sample trial for Anti Aging Serum and Lumare eye cream for 5.95 each. I used my debit card and agreed to 11.50. Terms and agreement stated to contact in 14 days to cancel auto ship. They debited my visa card again on 7/15/2015. I didn't even have the product 10 days when they did this. I got the product on July 06th. I called them and told them that I was disabled and that this is causing me a hardship. I feel like this company owes me a refund due to how they calculate the days you have to notify them if you are not happy, or just do not want the product. The CSR's are obviously used to getting lots of calls for the same complaint. The only thing they offered me to do was to have my bank call them. My bank doesn't have time to sit on a Customer service line. I also think it would be illegal for them to give my bank any information about me if my bank were to contact them. My order # is [redacted] I would appreciate any help with this company and the terms and agreement that clearly is designed to take your money. I never signed up for an account with this company. I just bought this as a guest for a one-time deal. They are using my information illegally that I provided for shipment and the trial samples.Desired Settlement: I feel like I deserve a full refund due to the way they are charging your account without your approval. I didn't agree to anything but the sample products. I noticed that I was charged full price after 10 days and not the 14 days. I will gladly send them their products back if so desired. I honestly do not mind paying the one time fee of 11.90 to which I agreed. Terms and Agreement should be amended to where a customer can understand the time frame. It's simply fraud.

Business

Response:

Dear [redacted]: Thank you for contacting us. We appreciate the opportunity to help 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 favorite product. A customer is not obligated to continue automatic shipments and can request cancellation at any time.We are happy to help you with your refund question.After taking a look at your account, I've verified that a refund was issued to you on July 21, 2015 in the amount of $89.77 Trans-ID: [redacted] and $98.71 Trans-ID: [redacted]. Refunds are made to the source of the original payment, and processing generally takes 4 to 5 business days. I suggest that you contact your bank or credit card company directly to inquire as to when you can expect this refund to show up in your account.Please accept this email as confirmation that your account was cancelled effective July 16, 2015 after your call on same date.Thank you for the opportunity to assist you.Sincerely,[redacted]Email Support CenterLumare Skin Products

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: Ordered the trial on 9/8 for $5.95 and never received it. On 9/20, a charge for $98.71 appeared on my account. I contacted the company and after explaining that I did not receive the trial and they had charged me for something I did not receive, the rep told me that they had proof that I had the product. I live in an apartment complex that the postal delivery person never delivers to our homes, but only to the office and the delivery report says the package was left with "front desk." I had checked several times with the office over the prior weeks and had no packages to pick up. The woman raised her voice and told me she was not going to argue with me. I requested a manager and she stated that she was one so I asked to speak to her manager. At this point she yelled that she cancelled my acct and that they will not refund me any money. I hung up and got a different agent who also advised me that he was a manager when I asked for one. While this one was not rude, he also advised me of their proof of delivery and that the best he could do would be offer a 35% refund. After speaking with 3 different agents all claiming to be managers, and no one refunding my money for products never received (nor desired at this point) I resorted to disputing the charges with my bank and filing a case with them. This company is very unprofessional and relies on loopholes in their terms and conditions to get paid for nothing.Desired Settlement: I am now not only disputing the full charge for their "subscription" of $98.71, but the $5.95 for the trial product I never received as well. I will not quit pursuing this until these funds are returned to me.

Review: This company offered a "Free Trial" of face cream. No documentation arrived with the cream, but they enrolled me in a "subscription" without my consent. The only info about this subscription is at the company's website, in fine print.Desired Settlement: Full refund :

03/18/2015 03/20/2015 Sale [redacted]

Business

Response:

Dear [redacted]:Thank you for contacting us we are appreciate to help you for your refund request.We would like to inform you that as per your mutual conversation with one of our representative, we have issued Return Merchandise Authorization (RMA) number 3[redacted] and [redacted] you for Order ID [redacted] and [redacted]. The RMA number authorizes you to return your unwanted product for a refund. Refunds cannot be issued until the returned product has been received.Please write the RMA number on the outside of your package and send it to one of the address below: We suggest that you send the package using a traceable carrier that can provide tracking information and/or proof of delivery (keep a copy of the receipt). We can’t be responsible for non-delivery or loss by the carrier. If you have any questions, feel free to contact our Support Center. We understand that if you are not fully satisfied with future shipments of Nu Cambogia Extract, you may return any unopened containers of Nu Cambogia Extract within 30 days of receipt for a full refund less the $4.95 and $3.95 s/h charge and a 15% restocking fee.Sincerely, [redacted]

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.

[Quoting the letter sent by [redacted] "We understand that if you are not fully satisfied with future shipments of Nu Cambogia Extract, you may return any unopened containers of Nu Cambogia Extract within 30 days of receipt for a full refund less the $4.95 and $3.95 s/h charge and a 15% restocking fee. This is unacceptable because I have never ordered, or even heard of "Nu Cambogia Extract" and refuse to pay 15% to restock an item I never ordered. I agreed to the s/h charge for a FREE TRIAL.

Regards,

Business

Response:

Dear [redacted]:

Customer service practices are horrible! I tried to return a product and receive a refund and web site is misleading and returns are hectic and aggravating!

Review: I purchased Lumare Skin from an online ad which was the Anti Aging Serum and Eye Cream and only had to pay shipping fees. I was traveling for the summer and the product was mailed to my P.O. box. I was reviewing my credit card activity and noticed I had been charged $98.71 by Lumare Skin for skin serum in August. I called the tel# on my credit card invoice and they stated that there was a term that stated you had to cancel within 14 days of your initial purchase or you would receive these products automatically every 30 days at full price. I never saw any such terms on the ad or I would not have purchased the initial products at shipping cost. I told them I wanted to cancel and they agreed and sent me a confirming email. But, I discovered the cancellation email only pertained to the skin serum, not the eye cream because I received another eye cream mid Sept. 2015, which I did not realize I had been charged for (my bad as I did not review charges on my credit card) until today. I was then charged for another eye cream in mid Oct. 2015. I called the company today and the person I spoke to stated I could not send the products back and they would only refund me 35% of the full price ($89.77) of the eye cream I received in Oct. 2015. I then checked the Revdex.com website and noticed other customers have filed complaints and they were refunded the full amount! The prices are extremely high for the products and I do not see any changes in my skin. This is very dishonest and they should be ashamed!Desired Settlement: I think they should give me a full refund of $179.54 ($89.77 x 2) for both of the eye creams I did not order.

Review: I purchased three skin care items for a price listed on an on [redacted]. There is was no mention in the ad of any additional charge. My debit card was billed for the advertised amount initially. I received very small trial size containers of the products with no shipping or billing information enclosed. Just the product in a box with no return information or further instructions. Fifteen days after the initial billing I was billed a very expensive additional charge for each of the products I received. When I called to question the additional charge I was told that because I didn't return the product owed an additional amount. I complained to customer service that this was not mentioned in the ad and was told "Of course we aren't going to list the full price in bold print." I complained also that none of this information or return information came with my shipment. I requested a return and refund and was told no because I was beyond the return period, even though I was never made aware of this return period. I called my [redacted] to see about cancelling the charge and they said that while they had numerous complaints about this company there was nothing to be done about the charges other than to make sure they did not send me anything further. I called Lumere again to check and they had also enrolled me in a monthly auto shipment of products. This was something else that wasn't mentioned in the ad from which I placed my order. I would still like to rerun the unused product for a refund since I was unaware of the additional charges.Desired Settlement: Return products for refund

Review: The sample I ordered on line, for $4.95, irritated my skin, so I had no intention of ordering it again. I did not realize I would be getting automatic delivery. I did not knowingly sign up or give permission for automatic delivery . I called to cancel, and returned the shipment with package intact. When I received my Discover statement, there was a charge from Lumare dated 4/17/15 for $89.71. When I called to ask about the charge, I was told that they received the return, but because they didn't give me a return authorization number, they would not credit me. This amounts to stealing----they received my return, and will not credit my account. Now, I don't have the product (which I could have kept-but was honest enough to return) and I have to pay them almost $90!! How do they get away with a policy like this?!!Desired Settlement: This company has had numerous complaints for bad business policies--why are they allowed to continue doing business

with such a poor reputation. They are allowed to take advantage of consumers ordering in good faith. I returned the item-why should I pay for it?!

Business

Response:

Dear [redacted],

This is a scam posted to Facebook to take advantage of people. You want to try a skin care product based on all the favorable Facebook reviews. You agree to pay the $5.95 shipping & handling fee of which you must enter your credit card information to pay for the shipping & handling. I am always wary of promotional advertisements such as this so I went out of my way to read all the fine print, so that I would understand exactly what I was agreeing to. No where did it indicate that I was enrolling in a monthly subscription. When the charges started hitting my credit card, I immediately called the 1-800 customer service line, of which I was given the run around, the customer service rep read their script and didn't even listen to my concerns or my problem. Then when I asked to see the "fine print" statement in writing that I agreed to, I got hung up on. This is a scam to take advantage of people!

This is the worst company ever! Warning!!! Do not purchase from them. They have rude customer service agents that yell and get out of control and disconnect the calls on purpose. I called to cancel my order because after it was placed I found some reviews about how they charge you the full price even if you didn't get the 14 day trial. I'm glad I did because it was false advertising, you don't get 14 days to try the product, you get 14 days from the time the order is placed to cancel, so in reality, you get about one day to try it and if you don't call to cancel and send it back within the 14 days, you get charged!!! I just called and they said I placed the order on 5/30 so it needs to be returned by 6/13 if I don't want to get charged the full price of $176. It's already 6/4 and I still haven't received the product. This means I won't even have time to try it and I need to ship it back AND pay the return shipping costs. So, I'm paying $5.95 + $4.95 + return shipping costs all for NOTHING. Bottom line...I'm paying about $20 for absolutely nothing. Please read this, if this can help at least one person save the frustration and anger I'm going through right now, I have done my job. Lumare is a fraud, I can't believe nobody has shut down this business yet. Oh wait, I forgot! They also add things into your cart and if you don't want it, you need to click a button that says "NO THANKS" or you get charged for that as well. I got a lip plumper for $17, which I never wanted...so disappointing. I hope this company gets shut down, it's such a shame that they are scamming so many people and getting away with it.

Their ad is very deceptive. You think that you are paying for the trial that you are getting, Then after two weeks from the order date they charge you $89.71 each for the eye cream and for the serum. When I called to say that I had not authorized these charges, I was told too bad, that it was in the terms of use, that since I had not called back before 2 weeks from my order date, that it was a legitimate charge. I knew I had read through the whole ad before buying and I told him there was nothing about these charges on the pages I'd read. He said that I would not have been able to order without reading the Terms of Use that told about this.But that is not true. It never came up on my screen anything about the charges. After getting off the phone with them, with very unsatisfied results I might add, I went back to the website I had ordered from and again saw nothing about these charges anywhere. On the bottom of the last page, there is in very small writing, Terms of Use that you can click on, but you have to purpose to click on it. So beware!! Unless you want to pay 8.95 for the shipping of the trial products and then $179.48 for the privilege of trying them after 2 weeks, don't do business with this company. I have disputed the charges with my credit card company. Hopefully I will get the credit for the 179.48 that they have charged me.

Review: I ordered the trial samples and agreed to pay shipping and handling for the trial samples. I never was asked to confirm that I wanted anything more then the trial. There was not an area that asked me to agree to the terms and conditions, I feel like I have been taken. I don't even feel like the product works and now to be sent more and my card charged 98.71. I tried to talk to a supervisor [redacted] (not allowed to say name) and he said there was nothing he could do and there was not anyone above him I could talk to. So I guess [redacted] is the guy in charge and he has scammed me.Desired Settlement: I would like to have a refund to my card for a product I did not agree to ordering.

Business

Response:

[redacted]