Luminess Direct LLC

We are shocked to see that Mr. [redacted] has filed this complaint against our company. We received a call regarding a defective item and sent out the replacement parts immediately upon request. We will gladly refund up to $10 on return shipping for the defective item.  Please have Mr. [redacted]...

provide the proof of return receipt along with the amount paid via this Revdex.com forum so that we can get the refund issued.  Prior to Mr. [redacted] requesting to return the 30 day trial offer we extended the 30 day trial period to allow more time to try the product since a replacement was sent out.  We are a proud accredited member of the Revdex.com and would like to sincerely apologize for any misunderstanding regarding this matter. We will be awaiting the receipt and look forward to bringing a resolution to this matter.

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.   Sent: Monday, September 14, 2015 2:11 PM Subject: Re: You have a New Message from Revdex.com Regarding Complaint #[redacted]   Thanks. I would like to keep this complaint open. At no time was I informed in the purchase process that I would need to pay them $350 for the trial product. It was implied I could order the trial at the trial price and cancel at anytime. The trial can not be ordered without checking the box that they use to ok the $350. It seems totally dishonest and designed to confuse consumers. If they put the $350 cost in the checkout procedure upfront I would have never have ordered it. I'm not seeing a previous email here from the Revdex.com. It comes into my GMAIL with the title INFO which looks like a lot of other emails. Thanks [redacted]
Regards,

Please note that we believe in full disclosure and have never advertised the purchase price of only $30.  On March 18, 2017 a person by the name of [redacted] went to our [redacted] 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. She chose the option to upgrade to the professional 3 speed airbrush system for an additional $10 more on the 30 day trial cost and $10 more per installment payment.  Ms. [redacted] also upgraded to the supersized foundations for an additional $10 more on the 30 day trial cost and per installment payment. We never mislead Ms. [redacted] and unfortunately it appears that she did not actually read the payment information and terms in which she agreed to at the time of purchase and we apologize for this misunderstanding.  We would like to point out that the payment information is listed on the very first page she came to, the terms and conditions she checked off on which states I have read, understand and accept and on the check-out page prior to confirming the order. The order will not proceed unless the customer checks a box agreeing to the terms and conditions. We also immediately followed up with a confirmation email to   [redacted] confirming all of the agreed upon purchase details.   Ms. [redacted] was also given the exact verbiage below regarding the Luminess Air Club (automatic make shipments)   Club verbiage provided on Checkout page: Starting 30 days from your order date, you’ll receive a 60 day supply of  airbrush foundations every other month at  the guaranteed low price of just $29.95 + S/H/P per month, which you may conveniently call to cancel. There is no commitment or minimum to buy.  To customize this program or future shipments and charges, call customer service.   She also checked off on the following terms and conditions regarding the makeup 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 $29.95 plus S/H/P per month or as agreed.  Delivery cycles can be changed at any time by contacting Luminess Care at 1-877-749-5777.   On March 28, 2017 Ms. [redacted] called regarding the priceponts and requested to return the product. The agent gave Ms. [redacted] a discount of $171.78 and stretched the remaining balance into smaller more affordable payments. The discount made the purchase a final sale and it cannot be returned. We reached out to Ms. [redacted] regarding this complaint and she advised us the she was unable to obtain a Return Authorization Number [redacted].  We advised her that the account was not eligible for return due to the discount she accepted.  As a courtesy in good faith, we have issued Ms. [redacted] Return Authorization Number 12078134-050917 along with return instructions. The Return Authorization Number has a 2 week expiration date and must be returned back to our facility by May 9, 2017. The makeup club membership has been cancelled per Ms. [redacted] request.  We are a proud accredited business of the Revdex.com and can assure you that full disclosure was provided to Ms. [redacted] at the time of purchase.  We truly hope our response helps clear up any misunderstanding regarding this matter.

As previously stated, no refund will be issued regarding this matter from [redacted]. As a courtesy, we have given the customer a $25 credit on her account, this matter is considered resolved and closed.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.]
Regards,
I ONLY WISH TO RETURN THIS PERIOD

Please have the customer include what item she purchased that is now out of stock. We value our customers and will gladly try bringing resolution to this matter.  If the item is out of stock, we'll gladly replace it for another item or the customer can send back the incorrect items and we will...

refund her account. We will also send the courtesy items promised by Michelle due to the inconvenience.

We have reviewed the account in question and below are our findings:   We would like to point out that our TV offer is for the Luminess Airbrush System (1 speed) 30 day trial for $19.95 followed by 5 payments of $59.99 if the airbrush system is kept past the 30 day timeframe. On January 7,...

2017, a person by the name of [redacted] and ordered the upgraded Luminess Professional Airbrush System (3 speed) 30 day trial for $29.95 followed by 5 payments of $69.99 if the airbrush system is kept past the 30 day trial period. The payment information is listed on the very first page [redacted]  came to, the terms and conditions she checked off on stating she has read, understands and accepts and on the check-out page prior to confirming the order. The order will not proceed unless the customer checks a box agreeing to the terms and conditions. We also immediately followed up with a confirmation email to   [redacted] confirming all of [redacted]’s agreed upon purchase details.   [redacted] was also given the exact verbiage below regarding the Luminess Air Club in which she checked off on the terms and conditions stating she has read and accepts.   Club verbiage provided on Checkout page: Starting 30 days from your order date, you’ll receive a 60 day supply of  airbrush foundations every other month at  the guaranteed low price of just $29.95 + S/H/P per month, which you may conveniently call to cancel. There is no commitment or minimum to buy.  To customize this program or future shipments and charges, call customer service.   She 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 $29.95 plus S/H/P per month or as agreed.  Delivery cycles can be changed at any time by contacting Luminess Care at 1-877-749-5777.   All trial customers have a complete 30 days from the delivery date to try the airbrush system and in the event they aren’t completely satisfied with the results then return the product for a refund of the purchase price and security deposit, less paid shipping and handling and initial trial cost before the 30 day trial period ends for all orders. Per the agreed upon terms and conditions, a 30 day trial order becomes a final sale which is non-returnable and non-refundable once the 30 Day in home trial expires and any future balance becomes payable as agreed at the time of order.  On January 18, 2017, [redacted] called in requesting the cancel the makeup club and we cancelled it out immediately per her request and she never received any makeup replenishments from our company. Please note that cancelling out the makeup club does not cancel out the agreed upon payments for the airbrush system if kept past the 30 day trial period.  On February 10, [redacted] called and spoke to our company requesting a “Return Authorization Number” to return the airbrush system. The agent provided [redacted] with the return authorization number along with instructions informing her that the return number has a 2 week expiration date and it must be returned back to our facility by February 24, 2017, if not she would be responsible for the agreed upon charges for the airbrush system. Unfortunately, [redacted] did not return the product in February and therefore, she was responsible for the agreed upon payments for the airbrush system she had in her possession.  In April, our company was notified by [redacted]’s credit card company informing us that she disputed one of the 2 agreed upon installment payments following the 30 day trial period in which she reported to her credit card company that she “cancelled” the order.  [redacted]’s never returned the product in February as instructed and was only being charged for the agreed upon payments. As a courtesy in good faith, we’ll make an exception and refund the installment in which [redacted]’s did not dispute in the amount of $72.94, but no further refunds can be issued on this account.      Please note that we are a proud accredited member of the Revdex.com and can assure you that all payments and terms were disclosed to [redacted]’s at the time of purchase.  Unfortunately, it appears that [redacted]’s did not actually read the payment information and terms in which she agreed to at the time of purchase and we would like to sincerely apologize for this misunderstanding.   Please allow 3-5 business days for the refund of $72.94 to appear back to the credit card used at the time of purchase.

Revdex.com:
This letter is to inform you that Conture has carried out to my satisfaction the resolution it proposed for my complaint, filed on 12/21/2016 and assigned ID [redacted]. Sent: Thursday, December 22, 2016 5:46 PM Subject: Update Because of you they called me today to fix the...

problem. The supervisor, Monica contacted me and is at least giving me the rest of the parts to make a complete luminous system. I may have to figure out how to put it together but at least I would have the potential to make it work. I am soo grateful because I did not expect them to care that I filed a complaint. They say they are sending the items missing within -2 days. You were more helpful than I ever could have imagined!!! I counted up the times I called and was put on hold or hung up on and it was 17 times waiting for 30 min. (Aprox) Each time. All that time and you were able to help me in less time....thank you. Thank you for listening and hearing me!!  No more tears.

Please note that we were shocked to see that a complaint was filed against our company regarding this matter as [redacted] spoke to a supervisor who overnighted a new system to her and it was delivered the next day. [redacted] has advised us that she would update this complaint. We sincerely value our...

customers and customer satisfaction is of utmost importance to us here at Luminess.  We would like to sincerely apologize for any misunderstanding regarding this matter.

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 I have a credit on my account, please send me the check.  This is what companies do, like credit cards, when there's a credit on an account.  The time and energy spent on this cost your company more than $36, for employee time alone.  Let alone my aggravation and time.  My time is worth more than $36/ hr times how many hours I've spent. This was done out of principle. I am out money for a product I never even got to try due to repeatedly receiving defective product!  Let alone bad Customer service, unethically not crediting me as stated for trial expense and personal money to ship back bad product!!!  I have names and dates of all my conversations and faxes with appropriate dates of execution.  This matter is not closed and will be unsatisfactorily resolved until I physically receive my check in the mail.  Thank you.  
Regards,

[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.  The only additional thing I have to say is, that, in their TV commercial they only mentioned an introductory price. That is why I fell into this trap.I want to thank you for all the help you gave me. I really appreciate what you can do for us," the little people". I have already sent back the product, so, once I receive my refund, I will consider this case closed.Thank you again.[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 1/4/2016 and assigned ID [redacted]
Regards,

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 7/2/2017 and assigned ID [redacted].
Regards,On July3, 2017 Luminess Air, [redacted],. finally returned my calls. She called at 2:08 PM  PST and we discussed my claim for 7 minutesLuminess will return my April deduction by charging it back to my account as promised by [redacted] on June 7th . They will not return the deduction taken in March.I am partially satisfied that this issue/claim has been resolved. As a consumer I have learned from my experience with this company. There's nothing more distasteful than being treated the way Luminess operates their business. I am still maintaining that this company has questionable business practices as evidenced by the following:                                   ...⇄ _Cancelled my order 3 times , once in writing. I know... Luminess  is claiming I only cancelled my bi-monthly make-up order.                                     ...⇄ _ Luminess was trying to charge me 6 payments of $72.99 in lieu of the 5 payments.                                   �...⇄ _Customer Service Rep, [redacted], with her statement on February 10th of: 'you do not need to return the kit" ended up with Luminess  charging me an additional $72.99 MORE in addition to the original $59.00. I should have not taken her comment to heart! However enough said![redacted]

Please note that we believe in full disclosure and all information was disclosed upfront. The order will not proceed unless the customer checks off on the terms and conditions stating they have read, understand and accepts. Also, the payment information is listed on the very first page, terms and...

conditions as well as the final checkout page prior to confirming the purchase. The customer must click the checkout button to finalize the purchase. We also followed up with an email confirmation confirming all order details. We spoke to the customer regarding this misunderstanding and she is now aware that the information was indeed disclosed. Unfortunately, the customer did not read the payment information and terms in which she checked off on and agreed to. We have cancelled out and refunded the order.... This matter is considered resolved and closed.

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.  I have returned both the makeup (again upopened and unused) and the complete air brush system (also unopened and unused).  I sent itvia Priority mail with the Tracking # [redacted].  Also, I used the Return Authorization No. as given to me:  [redacted], which has been written on both packing lists and front of both packages. (Both packages have been mailed in one Priority Mail box ).Although I did not see the payments, I was willing to make the three payments of 59.99 but divided in half and my account had the needed amount for the $30.00 per every two weeks until paid for.  Also, I WAS told that I could not cancel the makeup only delay the shipments.  I took good notes on the conversaiton with your representation. That being said, I do find your offer very fair and I have complied with your offer. Thank you,[redacted]. [redacted]

On May 23, 2016  a person by the name of Kendra [redacted]  went to our website and ordered a Luminess Airbrush System 30 day trial for $19.95 followed by 5 payments of $69.99 if the airbrush system is kept past the 30 day trial period. The payment information is listed on the very first page...

Ms. [redacted] came to, the terms and conditions she checked off on stating she has read, understands and accepts and on the check-out page prior to confirming the order. The order will not proceed unless the customer checks a box agreeing to the terms and conditions. We also immediately followed up with a confirmation email to [redacted]  confirming all of Ms. [redacted]’s agreed upon purchase details.   Ms. [redacted]  was also given the exact verbiage below regarding the Luminess Air Club in which she checked off on the terms and conditions stating she has read and accepts.   Club verbiage provided on Checkout page: Starting 30 days from your order date, you’ll receive a 60 day supply of  airbrush foundations every other month at  the guaranteed low price of just $29.95 + S/H/P per month, which you may conveniently call to cancel. There is no commitment or minimum to buy.  To customize this program or future shipments and charges, call customer service.   She 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 $29.95 plus S/H/P per month or as agreed.  Delivery cycles can be changed at any time by contacting Luminess Care at 1-877-749-5777.   All trial customers have a complete 30 days from the delivery date to try the airbrush system and in the event they aren’t completely satisfied with the results then return the product for a refund of the purchase price and security deposit, less paid shipping and handling and initial trial cost before the 30 day trial period ends for all orders. Per the agreed upon terms and conditions, a 30 day trial order becomes a final sale which is non-returnable and non-refundable once the 30 Day in home trial expires and any future balance becomes payable as agreed at the time of order.    On September 7, 2016 we received a call from Ms. [redacted] demanding to return the airbrush system for a full refund. The agent advised her that the product is ineligible for return as her 30 day trial period expired months prior. Ms. [redacted] demanded to return the product and our company made an exception to allow the return, but a 25% restocking fee will be assessed off of the full purchase price. To date, Ms. [redacted] has made 3 of the 5 agreed upon payments and as a courtesy in good faith, we offered to waive the final 2 payments due and the account would be considered “paid in full”. Ms. [redacted] declined this good faith effort. We would like to sincerely apologize for any misunderstanding regarding this matter and asking that Ms. [redacted] forward the emails and phone records showing the attempts that were made to our company regarding this account as we have no record of these prior attempts.  We see that a makeup club shipment generated on September 5th and we were able to get the club cancelled out and have issued the refund of $37.95 back to the card on file. We are a proud accredited member of the Revdex.com and believe in full disclosure and can assure you that all payment information and terms were clearly disclosed at time of purchase, unfortunately it appears that Ms. [redacted] did not actually read the payment information and terms that she agreed to at time of purchase on May 23, 2016 and we sincerely apologize for this misunderstanding. As previously discussed with Ms. [redacted] upon return of the product a 25% restocking fee will be assessed due to the product being returned outside of the 30 day trial return period.

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] 3/23/2015 10:03:00 PMThe Dispute Resolution TeamI am sorry to be late in my 3rd response. Luminess Direct deny receiving the Air Brush product back from me however they do acknowledge receiving the "complimentary make-up bottles".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 Supervisor. Luminess 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,

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

Unfortunately it appears that the customer did not read the actual terms and conditions she checked off on and agreed to at time of purchase. The ordering process informed the customer in more than one spot during the ordering process about the [redacted] and the only way it could be missed is if the customer did not actually read what she agreed to. We will gladly walk the Revdex.com and the customer thru the same exact online ordering process to confirm that we never fraudulently enrolled her in our [redacted], nor do we prevent them from canceling as the club can be cancelled at anytime per the terms and conditions she agreed to. No further actions will be taken on this account.

We would like to sincerely apologize for the inconvenience this has caused. We have checked our records and unable to find an account under [redacted]'s information showing a charge of $84.90. 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 off. Please provide proof showing that our company actually charged this amount to the credit card and we'll gladly get this matter rectified.