Luminess Direct LLC

We are surprised to see that a Revdex.com complaint was filed regarding this matter. The customer was sent out a replacement and unfortunately reported that the product is still not working and requested a Return Authorization Number. We provided her with Return Authorization Number [redacted] and...

informed her that the product must be returned back to our facility by March 17, 2017. A 25% restocking fee is only assessed on refused packages or if the product is not returned by the due date.  According to the terms, the cost to try the product is non-refundable, but as a courtesy due to the inconvenience we are issuing a full refund once the product is returned and processed in.

Please note that the only contact after the initial order that we show from Mrs. [redacted] was on 11/17/2015, which is when she was issued a Return Authorization number. Unfortunately it appears that she did not actually read the terms and payment information in which she checked off on and agreed to...

at time of purchase. On 11/8/2015, Mrs. [redacted] went to our website and ordered a Professional Luminess Airbrush System 30 day trial for $29.95 followed by 5 payments of $69.99 plus $2.95 processing fee per installment. If she decides to keep the system after the 30 day trial period. The payment information is listed on the very first page, the terms and conditions she checked off on stating she has read, understands and accepts, the up sell pages and also on the final Checkout page which confirms all agreed upon order details prior to Mrs. [redacted] confirming her order. All of this information was disclosed to Mrs. [redacted] at time of purchase and we’ll gladly walk the Revdex.com thru the online ordering process to confirm.
All of our customers are given 30 days to try our airbrush system and in the event they aren’t satisfied with it, send it back and owe nothing further.
We have received and processed the return of the Luminess Air system, per the terms and conditions, the 30 day trial cost of $29.95+ $4.96 processing fee is non-refundable. Customers are also responsible for paying the shipping cost to send the product back to our company. As a courtesy in good faith due to the confusion, we will gladly refund Mrs. [redacted] the $34.91 which is the trial cost along with the processing fee. Please allow 3-5 business days for the $34.91 refund to appear.

Please note that we are more than happy to assist the customer with this matter. Unfortunately he went directly to his credit card company and disputed charges claiming non-receipt for a product we shipped out to him. Please have the customer return the package back to our company. The RA NUMBER ...

is [redacted]. Please have the customer write this number on the outside of the box as well as on the green packing slip. All customers are responsible for paying return shipping to ship the product back to our company. The provided RA # expires on 5/22/15 and the package must be returned by this date. Please 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 account. We apologize for the confusion regarding this matter.

All information was disclosed to the customer and we apologize if he was unaware of what he was agreeing to. The only way the trial can be cancelled is by returning the airbrush system during the 30 day trial as he was informed at time of purchase. The makeup club can be cancelled at any time, but not the 30 day trial. As stated, if the customer does not want to accept our courtesy discount on the airbrush system, please have him follow the return instructions that was already provided to him and his account will be refunded. We are a proud A+ Accredited Member of the Revdex.com and disclosed all payment information and terms to the customer at time of purchase and he agreed to them and placed his order. Please return the airbrush system for a refund. This matter is considered resolved and closed.

On November 5, 2016 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. 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 accept.   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 $39.95 + 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 $39.95 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 November 22, 2016, we received a call from Ms. [redacted] requesting to return the product. We provided Ms. [redacted] with Return Authorization [redacted] and gave her the return instructions as well as informed her that the Return Authorization Number has a 2 week expiration date and the product must be returned back to our facility by December 6, 2016.  Ms. [redacted] did not return the product by the due date and the club and installment payments were scheduled to generate as agreed to at the time of purchase.  We received a call from Ms. [redacted] on January 3, 2017 questioning the club charge. The agent advised her that the airbrush system was never returned and 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.  At this time, Ms. [redacted] then requested that the makeup club be cancelled out and we cancelled it out immediately per her request. We also advised Ms. [redacted] that we’ll gladly issue a refund for the makeup club charge once the club shipment is returned.  We are still awaiting the return of the makeup club shipment, but as a courtesy we have moved forward and initiated the $35.06 refund. As discussed with Ms. [redacted], we can only refund the [redacted] card used at time of purchase and cannot issue a refund to any other card and apologize for this inconvenience.    Ms. [redacted] did not return the actual airbrush system until over a month after the Return Authorization Number expired on January 5, 2016. Per the terms and conditions she checked off on and agreed to, the 30 day trial cost is non-refundable, but we did however accept the expired return.      We would like to sincerely apologize for any misunderstanding regarding our refund process. 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 were provided to her at time of purchase and we sincerely apologize for this misunderstanding.

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,

Please note that our company never scammed Ms. [redacted], unfortunately it appears that she did not actually read the terms and payment information in which she checked off on and agreed to at time of purchase. On 6/28/15, Ms. [redacted] went to our website and ordered a Professional Luminess Airbrush...

System 30 day trial for $29.95 followed by 5 payments of $59.99 if she decides to keep the system after the 30 day trial period. She also chose the option to upgrade from the regular sized foundations to the super-sized foundation for an additional $10 more on the 30 day trial cost and an additional $10 per installment payment. The payment information is listed on the very first page, the terms and conditions she checked off on stating she has read, understands and accepts, the up sell pages and also on the final Checkout page which confirms all agreed upon order details prior to Ms. [redacted] confirming her order. We also immediately followed up with a confirmation email to [redacted] confirming her purchase details. She was also informed about the makeup club in which she would receive a 60 day supply of airbrush foundations every other month for $39.95 + S/H/P per month, which she was advised she can call and cancel at any time. All of this information was disclosed to Ms. [redacted] at time of purchase and we’ll gladly walk the Revdex.com thru the online ordering process to confirm.
All of our customers are given 30 days to try our airbrush system and in the event they aren’t satisfied with it, send it back and owe nothing further. If the customer decides to keep the airbrush system after the 30 day trial period, in which Ms [redacted] did, it will be followed by the agreed upon installment payments until the airbrush system is paid for in full.
We received a call from Mr. [redacted] on 9/10/15 well after the 30 day trial period expired stating his wife was unaware of the payments. The agent informed him that all information was disclosed at time of purchase, but due to the confusion, as a courtesy we offered to waive 1 of the agreed upon payments. Mr. [redacted] was unwilling to hear us out and threatened to notify his bank as well as file a Revdex.com complaint. We are shocked to see that a Revdex.com complaint was filed as we made an exception and allowed him to return the product for a refund even though the 30 day trial for return has expired.
Once the airbrush system is returned and processed in we’ll issue a refund as promised. We believe in full disclosure and all information was provided to Ms. [redacted] upfront, unfortunately as stated, it appears that she did not actually read the payment information and terms in which she agreed to.

On September 3, 2016,  [redacted]  went to our [redacted] and ordered a Luminess Airbrush System 30 day trial for $29.95 followed by 5 payments of $59.99 if the airbrush system is kept past the 30 day trial period. [redacted] also purchased a calligraphy eyeliner for an additional...

$9.99.  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] agreed upon purchase details.   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 less paid shipping and handling and initial trial cost before the 30 day trial period ends for all orders.     We are a proud accredited member of the Revdex.com and can assure you that all payment information and terms were clearly disclosed upfront at time of purchase and unfortunately it appears that [redacted] did not actually read the terms and payment information in which she agreed to at time of purchase.  Per the agreed upon terms and conditions, the 30 day trial cost is non-refundable, but as a courtesy in good faith to bring closure to this matter, we’ll gladly refund the amount in which [redacted] paid to our company, $46.80.  Please allow 3-5 business days for the refund to appear. Please note that we will not be refunding the return shipping cost as customers are responsible for paying their own return shipping.

Please note that [redacted] called in on 2/13/16 and placed an order for a Luminess [redacted] 30 day trial for $29.95 followed by 6 payments of $59.99 if the airbrush system is past the 30 day trial period.  According to our records, on 2/29/16 [redacted] called stating the colors...

he received were too dark for his skin so we sent him out a different shade of foundation free of cost.  On 3/7/16, [redacted] called our company and requested an extension on his 30 day trial and we did the needful.  On 4/8/16 [redacted] called our company upset because the 1st installment payment following the trial period came out of his account.  He informed the agent that he had set up a payment plan for $20 per month, but unfortunately we had no record of this information. As a courtesy in good faith, the agent refunded everything on the installment charge less the $19.99 payment and set up all future  payments for $19.99 until the balance is paid in full. On 4/11/16 [redacted] called back informing the agent that his account was overdrawn and requested that we cover the overdraft charges. The agent informed him that we are not responsible for overdraft charges, but as a courtesy we discounted 2 of his agreed upon payments giving a total discount of$131.78 off of the cost of the [redacted]  We sincerely apologize for the confusion regarding this matter and no further action will be taken on this account as we have already discounted $131.78 as a courtesy in good faith.

We are a proud accredited member of the Revdex.com with an "A" rating and never scammed Ms. Steele as we fully disclosed all payment and terms information at the time of purchase and she checked off on and agreed to all terms. On October 19, 2016, Ms. Steele ordered a Luminess [redacted]...

[redacted] 30 day trial for $19.95 followed by 5 payments of $59.99 if the [redacted] is kept past the 30 day trial period. She also chose the option to upgrade to the [redacted] which caused the 30 day trial cost to increase by $10 as well as the installment payments following the 30 day trial period to increase by $10.  Ms. Steele also added an Airbrush Essential Kit for $29.99 as well as a Boost-it for $9.99. Once Ms. Steele agreed to the terms of the purchase and processed her order, we immediately followed up with a confirmation email to [email protected] confirming all of Ms. Steele’s agreed upon purchase details. Ms. Steele 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 $39.95 + 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 $39.95 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 [redacted] 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.  Our company never advised Ms. Steele that she could return the product anytime she wanted and it appears that she is getting the [redacted] 30 day trial terms mixed up with the makeup club terms. The makeup club can be cancelled at any time, but the [redacted] has a 30 day trial period for return.  We received a call from Ms. Steele on January 5, 2017 requesting to return the product that was ordered in October 2016. The agent advised her that the product is ineligible for return due to the 30 day trial period expiring.  To date, Ms. Steele has made 2 of the 5 agreed upon payments and has 3 remaining. As a courtesy in good faith, on January 5, 2017 we waived Ms. Steele’s remaining 2 payments and she only has 1 payment remaining and the [redacted] will be considered “paid in full”. To bring closure to this misunderstanding, we’ll gladly extend another courtesy and waive out the final payment due giving Ms. Steele a discount of $227.67 off of the total cost of her [redacted] she currently has in her possession.  The [redacted] is now considered “paid in full”.  The makeup club is also cancelled out and Ms. Steele will have no further charges or shipments on this account from our company.

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 2014. She cancelled the makeup club in August  and was informed that she could send back that  club shipment for a refund. We definitely want to get this matter rectified. As 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 September. This is definitely a misunderstanding and we look forward to taking care of the customer and bringing closure to this matter.

I still believe that you need to train your employees better what they need to say on the phone. The agent did tell me that the trial period is fully refundable including shipping cost for both ways; she had never said anything about "non-refundable". I would have never purchase this item if I knew that. I am still very upset how you try to trick customers just to buy your product. You will receive your product back in the next several days. 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.

I am requesting mediation regarding this matter.This customer is demanding a refund for a product she ordered almost w years ago. Per our terms she agreed to the 30 day trial is non refundable and customers are responsible for paying return shipping to send the product back to our company.Almost 2 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 $25 credit to use in our online store and she has rejected this courtesy. Please review this matter and the time frame in which she waited to contact our company.

On October 10, 2016 a person by the name of [redacted] went to our website 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. 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. Unfortunately it appears that Ms. [redacted] did not actually read the payment and terms information in which she checked off on and agreed to. 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. Ms. [redacted] refused the makeup club package and sent it back to our company and we processed in a refund of $29.95.  We are still waiting on the return of the airbrush system and once returned; it will be processed in and refunded as promised.  As a courtesy in good faith, we will refund the installment that was charged after the product was kept past the 30 day trial period.  We will also make the exception and refund the non-refundable 30 day trial cost once the product is actually returned back to our facility and processed in.  Please have Ms. [redacted] provide proof of return for the airbrush system and we will gladly expedite the refund request for the trial cost.

Please note that we have no record of [redacted] calling our company to request a return authorization. Our business hours are Monday-Friday between the hours of 8:30a-5:30p CST. Please have [redacted] give us a call at [redacted] and we'll gladly assist him with the return of the...

product.

[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 business has given me a refund of the stated amount, which was more than I asked for. I would not go so far as to call this company fraudulent or a scam but definitely would caution buyers in the future. If I had not gone through this process, I would have lost quite a bit of money just for trying a product for 3 days. I just hope no further charges appear on my card as I have read some other complaints about the company doing this. I would like to personally thank the Revdex.com for helping me with this matter.
Sincerely,
[redacted]

We would like to sincerely apologize for the misunderstanding regarding this matter. Please note that we are not refusing to allow [redacted] to cancel this order. Per the Refund Policy Terms and Conditions, "Initial shipping/handling charges and initial 30 day trial cost are non-refundable....

Applicable refunds on authorized returned product will be processed within 30 days of receiving returns. Allow 4-8 weeks for return to appear on your credit card statement. (If you do not see your return amount appear on your statement after up to 8 weeks, contact us IMMEDIATELY (1-888-793-7474) before calling your credit card company as this will expedite claims). Partial or no refunds may apply if product is received incomplete or returned after RA# allowable date."
As of now, we are still within the timeframe for processing in [redacted] return. To date, [redacted] has only been charged the 30 day trial cost plus processing fee ($25.91) and per the agreed upon terms, this cost is non-refundable. As a courtesy in good faith, we'll make an exception and refund the $25.91 once the product is processed in.

Thank you for bringing this matter to our attention. Please note that we have no record of the customer requesting to cancel out the makeup club as we would have gladly cancelled it out. We have now cancelled out the makeup club and refunded the last club shipment that was sent out in the amount of...

$35.06.  Please note that there will be no further makeup club charges or shipments from our company. Again thank you for bringing this matter to our attention and we would like to sincerely apologize for any inconvenience this has caused.

[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

[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.  I await my refund before accepting this matter as closed.