Luminess Direct LLC

As previously discussed, we will not be issuing a refund regarding the day non-refundable trial and shipping cost due to the time frame in which the customer waited to notify us regarding this matterAs a courtesy, we will give the customer a $credit on her account

Please note that we are more than happy to assist the customer with this matterUnfortunately he went directly to his credit card company and disputed charges claiming non-receipt for a product we shipped out to himPlease have the customer return the package back to our companyThe RA NUMBER is [redacted] Please have the customer write this number on the outside of the box as well as on the green packing slipAll customers are responsible for paying return shipping to ship the product back to our companyThe provided RA # expires on 5/22/and the package must be returned by this datePlease note that due to the customer filing a dispute, no refunds will be issued on the account as the credit card company has already issued a temporary credit to his accountWe apologize for the confusion regarding this matter

We would definitely like to apologize for the confusion regarding this orderThe additional charges in question are for her makeup club shipments in which at time of order we informed her that we will ship a 30-day supply of foundation with her order at no extra costThen after the day trial period, she'll receive a day supply of airbrush foundations every other month for $ [redacted] + S/H/P per month charged to the credit or debit card you used at time of purchaseWe advised her that she could call and cancel the makeup club at any timeUnfortunately [redacted] never called to cancel out the makeup club and this is why she was charged for the automatic makeup shipmentsWe have now cancelled out the makeup club and she will have no further makeup charges or shipments from our companyAs a courtesy in good faith, we have refunded the last club shipment and she can keep the makeup due to the confusionWe have reached out to [redacted] regarding this matter

Please note that we have reviewed the call and found that the agent misinformed the customer by telling her that we would cover the cost to ship the product back as this is incorrect and the agent has been addressedWe covered the shipping cost to send the product to the customer, but they are responsible for paying to send it back in the event they do not want the productHowever, the customer was informed that the day trial cost ($34.91) is non-refundable as the money-back guarantee applies to the full purchase price (payments of $= $359.94)and we will gladly play the recorded phone call for the Revdex.comDue to the customer being misinformed about the return shipping, we made an exception and refunding the full trial cost and have already informed the customerOnce the package is returned the trial cost of $will be refundedWe would like to sincerely apologize for the misinformation and any inconvenience this has caused

As previously stated, no refund will be issued regarding this matter from ***As a courtesy, we have given the customer a $credit on her account, this matter is considered resolved and closed.Regards,

We would like to apologize for any confusion regarding this matterThe club is not active until days after the order is placedUnfortunately the club had already generated in the system at the time the customer called in to cancelWe have already spoken to the customer regarding this matter and have refunded the $charge back to her card on fileThe club is cancelled out and she will have no further charges or shipments from our companyWe would like to sincerely apologize for any inconvenience this has causedPlease allow 3-business days for the refund to appear

We would like to sincerely apologize for the confusion regarding this matter.We received an email from this customer and immediately reached out to her the next day and left a voicemail.We would like for her to provide proof of the September charge via this forum because according to our records the last club charge was in August She cancelled the makeup club in August and was informed that she could send back that club shipment for a refundWe definitely want to get this matter rectifiedAs a courtesy in good faith, we have refunded the last club shipment even though it was never returned and will gladly refund the additional charge in question once she sends proof via this forum as our records do not reflect that we charged her for a club shipment in SeptemberThis is definitely a misunderstanding and we look forward to taking care of the customer and bringing closure to this matter

[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 [redacted] , and find that this resolution would be satisfactory to me with remoement from auto payto monthly billing

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 Re: Complaint ID [redacted] 3/23/10:03:PMThe Dispute Resolution TeamI am sorry to be late in my 3rd responseLuminess Direct deny receiving the Air Brush product back from me however they do acknowledge receiving the "complimentary mabottles".This denial is impossible because the unopened air brush package was re-packaged by the shipper in a slightly larger carton along with the "make up bottles" and a letter to the CSD SupervisorLuminess acknowledge they received the complimentary bottles but deny receiving the unopened air brush package and accompanying letter.( copy of which all parties have received in prior correspondence.)I do not have The Luminess product.I did ship it back " unopened " to Luminess Direct at my first opportunity, upon my return to the USA in February of 2015.Both Luminess Direct and Montery Collections are aware of these facts.I feel this matter should be closed and consider resolved by all parties[redacted] Regards,

We are surprised to see that [redacted] has rejected our responseAs a courtesy in good faith we have made an exception to refund the non-refundable day trial cost in full once the product is returnedThis courtesy has been put in writing to the Revdex.com to ensure [redacted] that we will gladly issue a full refund once we receive our product

We would like to sincerely apologize for the inconvenience this has causedWe have checked our records and unable to find an account under [redacted] ***'s information showing a charge of $If [redacted] initially authorized the charge and then changed her mind the charge is more than likely pending on her account and will simply fall offPlease provide proof showing that our company actually charged this amount to the credit card and we'll gladly get this matter rectified

Please note 1 ½ years ago on [redacted] **. [redacted] called in and ordered a Luminess Airbrush System 30 day trial for $19.95 followed by 5 payments of $59.99 if the airbrush system is kept past the 30 day trial period. We received a call from **. [redacted] on [redacted] stating her compressor was... not working properly so we sent her out a replacement free of cost and extended her 30 day trial period to [redacted] ***. We received another call from **. [redacted] on [redacted] stating her makeup stylus was not spraying correctly and we shipped her out a new makeup stylus as well as sent her out a complimentary bottle of foundation due to the inconvenience. **. [redacted] called in on [redacted] requesting a Return Authorization number to return the product and we received it back on [redacted] and have not heard from her since this date until recently. **. [redacted] called in on [redacted] (1 ½ year later) demanding a refund. We advised her that this product was ordered 1 ½ years ago and due to the timeframe in which she waited to give us a call, unfortunately we cannot issue any refunds to her account. Per the agreed upon terms and conditions, the 30 day trial cost is non-refundable and all customers are responsible for paying return shipping to ship the product back to our company. We would have gladly made an exception for **. [redacted] to refund the non-refundable trial cost as well as the cost to ship the product back to our company had she called back in ***. We sincerely apologize for any confusion regarding this matter and made a good faith effort back in [redacted] by immediately replacing the items in which **. [redacted] stated were defective, as well as extended her 30 day trial period and sent her a complimentary bottle of foundation for the inconvenience. Unfortunately, due to the timeframe as already advised to **. ***, we will not be issuing any refunds. Again, we sincerely apologize regarding this matter.

Revdex.com: 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 Thank you for your response time and the curtosy of the company was greatThey responded and has promised to refund my money compliments, [redacted] ***

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 11/4/3:30:PM and assigned ID [redacted] Regards, [redacted] Thank You for helping me!

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 Luminess did tell me they'd return the trial fee I never even tried the product as I kept receiving defective productThey also advised they'd refund shipping with proof of receipt, which I did fax and have proof, in a timely manner Yes, it's been some timeHowever, I didn't think I would have to follow up when multiple people gave me their word to refund Their customer service email was useless and their hours are open while I workI can't believe I have to do this for a mere $ It's the right thing to do Keep customers happy Perhaps gain a new customer w repeated business Luminess never executed and refunded as they told me It shouldn't matter when I follow up I have dated documentation that I executed timely per their terms They conveniently didn't uphold their end and now are claiming it's too late I think this is ridiculous and unethical business behaviorRemember, word of mouth advertising is the best form of advertising You want to upset me over a mere $? Regards, [redacted] ***

Please note that we have added email address [redacted] as well as the phone number [redacted] to our "Do Not Contact" listWe sincerely apologize for the confusion regarding this matter

I am requesting mediation regarding this matter.This customer is demanding a refund for a product she ordered almost w years agoPer our terms she agreed to the day trial is non refundable and customers are responsible for paying return shipping to send the product back to our company.Almost years ago we replaced the items she claims were defective as well as sent her out a complimentary gift due to the inconvenience.In good faith due to us not being able to issue a refund, we gave her a $credit to use in our online store and she has rejected this courtesyPlease review this matter and the time frame in which she waited to contact our company

A refund of $**[redacted] has been issued back to the card on fileWe submitted the claim form on the customers behalf and would like to sincerely apologize for the timeframe it took to issue the refund as well as the misunderstanding regarding this matterPlease allow 3-business days for the refund to appear

We sincerely apologize for the confusion regarding this ongoing matterAs previously stated, we never received the airbrush system back into our facilityIf or when we receive the airbrush system that was ordered over a year ago, it will be refused and shipped back to Ms*** at her expense as per our terms and conditionsMs*** did not make her agreed upon installment payments following the day trial period and the account has been turned over to *** CollectionsMsWell’s must contact *** Collections directly regarding this matter going forwardThis matter is considered resolved and closedThank you

[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