Luminess Direct LLC

[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
Revdex.com of Greater Houston and South TexasComplaint ***I'm not sure what I did wrong but this was my first message back (below), and I have since returned their item, with tracking information like they askedI am not trying to be difficult nor do I believe the company is eitherI returned the unused sealed items, and would be satisfied to receive a refund. From 06/01/15 I am very grateful for your help with Luiminess AirThey reached out to me and said they will be glad to help me return my itemI will be glad to submit information in regards to their service once my return goes through, allowing for both sides of the situation in all fairness, to the companyOnce again your help is greatly appreciated. *** ** ***Complaint from 06/01/

At time of purchase the customer was informed of the automatic club enrollment and the agent informed her that she must call to cancelThe customer was sent a day supply of makeup and instead of charging the complete day supply upfront,we split it into monthly payments of $plus s/h/p
The club shipments are separate from the monthly installments and all of this was explained to the customer at time of purchase
As a courtesy in good faith we will discount her day supply makeup club shipment and refund that last club chargeThe club is cancelled out and she will not receive any future club charges or shipments

We would like to sincerely apologize for the confusion regarding the day money back guaranteePlease note that we have the recorded phone call readily available that was placed at time of order to confirm that Ms*** was indeed informed that the discounted offer in which she was purchasing is
considered a “Final Sale” and she agreed to the terms and placed her orderWe have responded to her email as well as phone call informing her that the discounted airbrush system in which she purchased is a “Final Sale” and it cannot be returnedThe regular value if Ms*** would have purchased a Professional Airbrush System would have been $389.89; Ms*** purchased a discounted Professional Airbrush System for only $We would like to again apologize for the confusion regarding this purchase and will gladly play the recorded phone call to clear up the confusion regarding this “Final Sale” purchase

Please note that we have no record of this customer calling in to cancel out the club as we would have been more than happy to get it cancelled out per her requestPlease have her provide us with the phone records showing the number in which she called to request cancellationWe have now cancelled
out the makeup club and no new orders or shipments will generate

We would like to sincerely apologize for any inconvenience regarding this purchaseThe customer ordered thru the call center and was informed that it would take 24-business hours for the information to import into our systemWe are not sure why a Revdex.com complaint was filed as the order is now
showing up(2/23/15) as informed to the customer and we have cancelled it out and issued a full refund of $Please allow 3-business days for the refund to appear back to the card used at time of purchaseThis matter is considered resolved and closed

Ms*** went to our website on September 25, and ordered a Luminess Airbrush Kit day trial for $followed by payments of $At time of order she was also informed
“Starting days from her order date, she’ll receive a day supply of airbrush foundations
every other month at the guaranteed low price of just $+ S/H/P per month.” The club information was provided in the terms and conditions as well as on the checkout page prior to confirming the orderMs*** checked off on the terms and conditions stating she has read, understands and accepts
The very first time we heard from the Ms*** since placing the order on September 25, was a few days ago on July14, stating she never received the makeup club shipmentsWe asked why she waited so long to inform us that she never received the makeup club shipments as she has been receiving the club shipments since November and we have confirmation that they were all delivered to ** *** *** *** *** ** *** The day supply of makeup is shipped every other month and instead of charging the day supply upfront, we split it up into monthly payments of $+ S/H/PThe manager informed her that due to the month timeframe in which she waited to report never receiving the club shipments; we cannot refund all of the club shipmentsAs a courtesy in good faith, we are willing to refund the last club shipments once she completes the USPS claim form we sent herNo steps can be taken until the claim form is sent back with her signature confirming she never received these shipments
Club shipment #($35.06) that she just received shipped out prior to her calling in and this is why she received this recent shipmentPlease have her send club shipment #(***)“unopened”, and as soon as we receive it the account will be refundedWe find it baffling that she received this shipment, but not the other ones in which we have confirmation was successfully delivered as wellWe will not refund Club shipment #*** that was sent to her in November or Club shipment #*** that was sent to her in January due to the timeframe she waited to report not receiving the makeupAs discussed, we will make an exception as a courtesy in good faith and refund Club shipment #*** that was sent in March and Club shipment#*** that was sent in May pending her submission of the USPS Claim FormThe claim form was emailed to the Mrs***’s email address ***As already discussed with the customer, the total refund will be $pending the following: Send back unopened club shipment #and return the signed USPS claim form for club shipment #and shipment #
We are not responsible for any overdraft charges regarding this matter as Mr*** waited over months to report not receiving her club shipments

We would like to sincerely apologize for any confusion regarding this purchasePlease note that on 10/5/Ms*** went to our website and ordered a day trial for $followed by payments of $if the airbrush system is kept passed the day trial periodShe was also informed
“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 buyTo customize this program or future shipments and charges, call customer service.”
Her first and only day supply club shipment generated and charged on 11/18/in the amount of $+ $S/H/PWe were able to cancel out the makeup club prior to it shipping out and have refunded the $club charge back to the Visa card ending in ***We are not sure how Ms*** came up with the desired amount of $for the makeup club
Please note that Ms*** kept the airbrush system after the day trial and is now responsible for the payments of $for the cost of the airbrush systemShe has made of the installment payments thus far and has payments of $remaining to pay off the airbrush system she has in her possessionIf she does not want to pay the installment payments for the airbrush system, she must return the product as soon as possible as the trial has already expired
Per the terms and conditions she agreed to, please contact us at *** to request a Return Authorization Number to return the productIf the product is not returned, she will be responsible to the payments following the day trial period she agreed toOnce the airbrush system is returned, she will not be charged anything further from our companyUpon return of the system, we will issue a full refund of the day trial cost along with the initial installment she was charged following the day trial period

[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.

Customer service is of utmost importance to us here at Luminess Air and we sincerely apologize for the confusion regarding this matter. Please note that Ms. [redacted] called on August 7, 2014 and placed an order for our Luminess Airbrush Pro System 30 day trial for $29.95 followed by 6 payments of...

$59.99. On August 29, 2014 Ms. [redacted] called in stating she does not like how the makeup looks on her face. The agent offered to send out a different foundation finish free of cost and also extended the trial period to [redacted], 2014. The next time we heard from Ms. [redacted] was on October 29, 2014 in which she requested to return the product. The agent informed her that her trial extension expired on [redacted], 2014 and the system is no longer eligible for return. Ms. [redacted] became irate claiming her trial was extended until November 1, 2014. We asked Ms. [redacted] if she remembers who provided her with this information since we did not have a record of such a call. As courtesy due to the confusion regarding her trial extension, we waived her remaining balance due which gave her a discount of $239.96 and the account is now considered paid in full. She will have no future charges or shipments from our company.

We are A+ Accredited with the Revdex.com and believe in full disclosure. We are requesting that the Revdex.com walk thru the "same" exact ordering process to confirm that [redacted] was indeed informed of all the payments and terms. It appears that he did not actually read to the terms in which he agreed. As stated in the previous response, if [redacted] does not want the courtesy offer, please have him follow the Return Instructions that were provided to him on 8/28/15 and return the airbrush system, otherwise he will be responsible for the remaining payments until the airbrush system is paid in full. Thank 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 [redacted], and find that this resolution would be satisfactory to me.

[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.

Thank you for bringing this matter to our attention.  According to our records a person by the name of Mallory [redacted] went to our website on July 16, 2016 and ordered a [redacted]...

[redacted] On August 31, 2016 Ms. [redacted] called in requesting a [redacted]  The agent provided her with R[redacted]  The Return Authorization Numbers have a 2 week expiration date and the product was to be returned by September 14, 2016.  To date we have not received the returned product and asking for proof such as a tracking number confirming Ms. [redacted] returned the product back to our company.  On September 2, 2016 Ms. [redacted] took to social media advising our company that she is returning the product and requested a refund for the installment that was charged. We refunded the installment with intent the product was being returned back to our company.  Due to the product not being returned, Ms. [redacted] was still responsible for the agreed upon installment payments until the airbrush system is paid for in full.  Months later on November 16, 2016 Ms. [redacted] sent an email requesting a [redacted] We cannot issue another Return Authorization number as she was already given one in on August 31, 2016.  Ms. [redacted] currently has installments remaining and as a courtesy to bring closure to this matter we offered to discount her balance leaving her with only 1 installment remaining. Ms. [redacted] refused this offer.  To bring closure to this matter we will waive the remaining balance and the account is now considered “paid in full”. We cannot issue any refunds due to the product never being returned back to our facility.

[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 ,does not make me happy completlybut is all the satisfaction I will get. Product was put in mail 6/23/15 for return. I guess I will have to cancel my debit card so no more charges go against it.  
[redacted]

As previously discussed, we will not be issuing a refund regarding the 30 day non-refundable trial and shipping cost due to the time frame in which the customer waited to notify us regarding this matter. As a courtesy, we will give the customer a $25 credit on her account.

Ms. [redacted] placed an order via our website on 10/24/14 and had the option to add expedited shipping to her order, but chose the standard shipping timeframe which is within 4 weeks after receiving the order.
Please review the exact “Order Delivery Time” terms and conditions Ms. [redacted] checked off...

on and agreed to at time of order:
ORDER DELIVERY TIME
All orders with Regular shipping are shipped within 4 weeks* after receiving order. Order received after 3pm CST will be processed the following business day. Orders with optional Rush shipping are shipped within 7–10 business days. Consumers can expect an average of 2–10 days to receive delivery after order is shipped from our facility. Orders with optional 2nd Day shipping are shipped 2nd Day within 24 hours. Consumers can expect an average of 2 days to receive delivery after order is shipped from our facility. Orders with optional Overnight shipping are shipped Overnight within 24 hours.

We believe in full disclosure and all information regarding the shipping timeframe was disclosed to Ms. [redacted] at time of order. Unfortunately it appears that she did not actually read the terms and conditions in which she checked off on and agreed to. As of now, we are still within the regular shipping timeframe that Ms. [redacted] agreed to and will not be adding overnight shipping to her order. We never refused her calls or emails and have already sent her the delivery timeframe she agreed to as well as her tracking information [redacted]

Please note that the customer purchased a discounted [redacted] and this is why the 30 day money back terms did not apply to this order. The regular value for the same exact system is 30 day trial for $29.95 followed by 5 payments of $69.99. The customer purchased a discounted...

[redacted] for only 3 payments of $43. The exact terms in which she checked off on and agreed to at time of purchase states "RETURN POLICY and 30 DAY MONEY BACK GUARANTEE POLICY" We will gladly accept any return within the 30 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 30 Day money back guarantee applies to purchase price and excludes money paid for 30 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 purchase. We 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 matter. We have left her a voicemail as well as emailing the Return Authorization # and instructions to the email address on file, [redacted]

We are shocked to see that [redacted] filed this Revdex.com complaint as we have already informed her via phone and email several times that her club membership has indeed been cancelled. Please note that she called our company on 9/30/15 requesting cancellation of the club and we cancelled it out...

immediately per her request. She also called back on 10/1/15 requesting an email confirmation of the club cancellation and we sent her an email with this information. We also emailed her again on 10/4/15 with the club cancellation information as well as advised her of the remaining balance for the [redacted] 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. [redacted] has only received two club shipments in total, 1 from July and the last club shipment was sent in September prior to her cancellation request. Please note that in order for [redacted] to receive a refund for the last club shipment she must send back the unopened package showing [redacted] and we'll gladly issue a refund.

Please see the exact terms and conditions in which Ms. Bayne checked off on stating she has read, understands and accepts "RETURN POLICY and 30 DAY MONEY BACK GUARANTEE POLICY"
We will gladly accept any return within the 30 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 30 Day money back guarantee applies to purchase price and excludes money paid for 30 day trial (rent to try) cost and paid s/h. The initial trial shipping, handling and processing costs is non-refundable. We never duped or mislead Ms. Bayne, unfortunately it appears that she did not actually read the payment information and terms and conditions in which she checked off on and agreed to at time of purchase. We would have gladly made an exception due to this misunderstanding, but Ms. Bayne filed this Revdex.com complaint instead of reaching out to our company first. As a courtesy in good faith due to this misunderstanding, we'll gladly make an exception and refund the full trial cost. Please allow 3-5 business days for the refund to appear.

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 11/22/2016 and assigned ID [redacted].
Regards,[redacted]