Luminess Direct LLC

Please note that on October 7, 2015 Ms. [redacted] called in and placed an order for a Luminess Airbrush System 30 day trial for $19.95 followed by 5 payments of $59.99 if the product is kept past the 30 day trial period. All of our customers are given 30 days to try the product and in the event they do...

not like it, simply call during the trial period to obtain a Return Authorization number and return the product. If the product is kept past the 30 day trial period, per the terms and conditions given to Ms. [redacted] she'll be responsible for all of the installment payments until the airbrush system is paid for in full. Ms. [redacted]' 30 day trial period for return expired in November 2015. Our company received a call from Ms. [redacted] on January 25, 2016 requesting to return the product stating she had an allergic reaction to the foundation. She was advised that the trial period for return expired 2 months prior, but as a courtesy we offered to waive out her remaining 2 payments giving her a discount of $119.98 off of the cost of the system. We are shocked to see that Ms. [redacted] has filed this complaint against our company after we made a good faith effort by discounting her airbrush system since the product cannot be returned. As advised to Ms. [redacted], the airbrush system cannot be returned and the account is considered paid in full.

According to our records, on March 8, 2014 a person by the name of [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 if the airbrush system is kept past the 30 day trial period. The person who placed the...

order online had the package delivered to the physical address and email address below:
[redacted],
MURPHY NC [redacted]
PHONE: [redacted]
EMAIL: [redacted]
The claim in which she made raised questions because normally if fraud occurs, the person who actually committed the fraud would not have the package delivered to the home in which they broke into as well as use the persons email address to receive delivery confirmation. Please have Ms. [redacted] provide the actual police report that states this airbrush system in question was fraudulently ordered on March 8, 2014 and we’ll gladly review the information. We look forward to bringing a resolution to this matter.

As previously stated, A 25% restocking fee is only assessed on refused packages or if the product is not returned by the due date.As long as the product is returned in time the customer will not be assessed a restocking fee.  This matter is considered resolved and closed.

We have reviewed the account in question and below are our findings: Over a year ago on February 2, 2016, a person by the name of [redacted]  went to our website via her mobile (cell phone)  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. Ms. Reynold’s also upgraded to the [redacted] for an additional $10 on the 30 day trial cost and per installment payment. The payment information is listed on the very first page she came to, the terms and conditions that were 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 Ms. Reynolds agreed upon purchase details.   Ms. Reynolds was also giving the following information 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 $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 $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 March 16, 2016 we reached out to Ms. Reynold’s as her first installment payment following the 30 day trial period declined. Ms. Reynold’s refused to make a payment and was advised that the airbrush system must be returned if she does not want to be responsible for the installment payments. On April 12, 2016, we spoke to Ms. Reynold’s again regarding her past due account and unfortunately,  Ms. Reynold’s began yelling out the agent and refused to make a payment again. Ms. Reynold’s was outside of the 30 day trial period for return, but as a courtesy the agent waived 2 of her payments giving her a discount of $151.78 off of the total cost of the airbrush system and she currently has 3 payments remaining that are currently past due. To date, Ms. Reynold’s has not made any of the agreed upon payments and we have made numerous unsuccessful collection attempts to prevent the account from being turned over to collections.  We reached out to Ms. Reynold’s on February 16, 2017 regarding her past due balance and unfortunately she began yelling obscenities at the agent and the call was disconnected.    We are a proud accredited business of the Revdex.com and can assure you that all payment information and terms were disclosed to Ms. Reynold’s upfront at the time of purchase. Unfortunately, it appears that she did not actually read the payment information and terms in which she agreed to and we apologize for this misunderstanding.  Ms. Reynold’s has had the product over a year and it is ineligible for return.  Please have Ms. Reynold’s contact us regarding her account and we’ll gladly customize a payment plan for her to prevent the account from being turned over to collections.

[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]I do not wish to waste any more of my valuable time dealing with this - I will keep the already sent shipments as long as I am not charged for the makeup going forward.As mentioned in my numerous emails to the business, I don't want to receive any more makeup for the system.

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.  
I called the Luminess Company again and again (they just mentioned that as well) but they always told me that I can't return the product because they will not refund me my money back. I can't believe that they steal people’s money and when I was ready to return the item 8 months ago, they said they can't take it. They made [redacted] about me. They customer service department is rude and [redacted] I want my money back because I received a broken item. I tried to dispute the charges but they still took the money off my account and I'm not the only one who thinks that they steal people’s money without their consent; I read a lot of reviews about the company.
Regards,

Please note 1 ½ years ago on [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 [redacted]. 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 **. [redacted], we will not be issuing any refunds. Again, we sincerely apologize regarding this matter.

Please note that we did indeed respond to Ms [redacted]'s email request back on 9/29/15 advising her to contact customer service to request an RA# for return and unfortunately she never called in. Even though Ms. [redacted] is outside of the 30 day timeframe to return the airbrush system, we'll gladly make...

an exception and allow her to return the product. We have contacted Ms. [redacted] to provide her with a RA#. She did not answer so we sent her the RA# along with return instructions to ANGELA[redacted]@CENTURYLINK.NET. Please note that the RA# has a 2 week expiration date. We 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 [redacted] and find that this resolution would be satisfactory to me.  
since nothing else can be done. The lip color is not [redacted] it is much too light, but I am tired of the hassle. my opinion of this company and it's practicesremain the same and so shall my views and reports when asked.Thank you very much ( Revdex.com) for mediating a situation that they had ignored up until now.

We would like to apologize for any confusion regarding this matter. The club is not active until 30 days after the order is placed. Unfortunately the club had already generated in the system at the time the customer called in to cancel. We have already spoken to the customer regarding this matter...

and have refunded the $34.06 charge back to her card on file. The club is cancelled out and she will have no further charges or shipments from our company. We would like to sincerely apologize for any inconvenience this has caused. Please allow 3-5 business days for the refund to appear.

We are surprised to see that [redacted] has rejected our response. As a courtesy in good faith we have made an exception to refund the non-refundable 30 day trial cost in full once the product is returned. This 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.

On October 30, 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.   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.   We reviewed the phone records for Ms. [redacted]’s number and found that on December 19, 2016 she called in multiple times before the office was actually open.  We would also like to state that our hold time is currently longer than usual due to the Holiday rush and we sincerely apologize for the inconvenience.   Ms. [redacted] has been issued a refund of $62.94 as Monica promised, please allow 3-5 business days for the refund to appear back to the card on file.  Please note that Ms. [redacted] must send back the product if she does not want to be responsible for the 5 agreed upon payments of $59.99 for the actual airbrush system she currently has in her possession.  If Ms. [redacted] decides to return the product, please have her call 1-888-793-7474 Monday – Friday between the hours of 8:30am – 5:30pm CST and we’ll be more than happy to provide her with a Return Authorization Number. Customer satisfaction is of utmost importance to us here at Luminess and we truly hope this response helps clear up any misunderstanding regarding this matter.

We are unsure why Ms. [redacted] rejected our response. As stated, please have Ms. [redacted] simply call us at 1-888-793-7474 to request a Return Authorization Number or she can simply go [redacted] to www.luminessair.com/RA and request a Return Authorization Number as long as her 30 day trial period for return has not expired.  Our office hours are Monday – Friday between the hours of 8:30am – 5:30pm CST.This matter is considered resolved and closed.

A refund of $**.** has been issued back to the card on file. We 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 matter. Please allow 3-5 business days for the refund to...

appear.

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.  
From[redacted] Sent: Wednesday, November 18, 2015 10:55 PM To: drteam Subject: Review my case I'll kindly send you this email asking and hoping to give me a little bit consideration to re open or consider as a new complaint against luminessair. I thought I have ten days to reply via email, it's seems my case is already closed. I would like to resolve this matter in good faith. This is my conplaints, on the day of my purchase (April 1) I'd remember and looked at my note it's  only $79.99 I have to pay monthly for the make up but the collections on my [redacted] every month is one $79.99 and 35.06 for the months of May, June and July. Our transaction it's been recorded, good for me cause they can play it again that they  don't mentioned any charges except $79.99. If you can read again their 2nd email saying that I am going to RECEIVE a make up EVERY OTHER MONTH, but they took my money every month (May, June and July)even without the make up. I am not happy to the result of the product on my face and my $35.06 refund. On July 23 I'd called them and I talked to Miss [redacted], I'd mentioned to her about my emails it's like she doesn't know about my email she hold me for awhile and come back asking my email address and say something about discount etc. , I guess they are not aware of the cancellation of my account or just they ignore it, I said this cause if they're aware they can email or call me and explain to me their rules like I need to return the airbrush or pay for it  if I want to keep  no email and phone call coming from them. I write it dawn also our conversation how much my refund ($105.10), claim no., tracking no.. I do agree to keep and pay the $59.99 for the machine, she told me also the cost of the airbrush is $400.00 I think that's over price. And they don't send me an email for my claim since July 23 up to this day they don't email me at all so if they still insists I would like to see , if you don't mine can you ask them to send to you and forward to me please thanks. It's unfair to me if they don't give  it back my money, without the items , one more time I don't have the make up. I hope you understand my situation.  Very truly yours, [redacted] Sent from my [redacted]
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 business did not state in their response that the unsolicited product received in December 2015 must be returned.  I will be happy to return this product if the business sends me the postage as I do not want to be charged again on my cc account for another miscommunication issue. Thank you very much for resolving this problem with Luminess Air.Sincerely,[redacted]

We would definitely like to apologize for the confusion regarding this order. The 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 cost. Then after the 30 day trial...

period, she'll receive a 60 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 purchase. We advised her that she could call and cancel the makeup club at any time. Unfortunately [redacted] never called to cancel out the makeup club and this is why she was charged for the automatic makeup shipments. We have now cancelled out the makeup club and she will have no further makeup charges or shipments from our company. As a courtesy in good faith, we have refunded the last club shipment and she can keep the makeup due to the confusion. We have reached out to [redacted] regarding 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.  
I just want to add that the representative that I spoke to never said this would be a final sale.  She confirmed three different times that I could return the product.  But, I do want to thank the Revdex.com for helping me with this and I want to say to  company thank you for following through with the original agreement and allowing me to return the product. I would also suggest that they listen to the recordings and inform the representatives to make sure they're giving honest answers to the customer so this doesn't happen again and make sure that if it's a final sale it doesn't say "trial" this is misleading since a trial means you can try  it and in the terms and conditions (that I did read) when I bought it clearly said I could return it if I do it  in my "trial period" and get a refund if I wasnt 100% satisfied and if it was a final offer then why would there be any trial at all? It would be called a final sale that would be made in payments and the word trial should've never even been a part of this at all! Thank you again Revdex.com! [redacted]

Thank you for bringing this matter to our attention.  The club does not generate until 30 days from the order date as Ms. [redacted] posted in her complaint and this is the reason why the agent was unable to cancel the club at the time she called in as it was still within the 30 day time...

 frame. We will ensure that the club is cancelled out and Ms. [redacted] will not receive any future club charges or shipments from our company.  Also, the only reason an account would be sent to collections is due to non-payment, Ms. [redacted] paid for her product in full. We are a proud Accredited Member of the Revdex.com and would never report false claims against any of our customers.  We hope this response brings clarification to this matter and would like to sincerely apologize for this misunderstanding.

Sent: Thursday, October 15, 2015 9:51 AM To: drteam <[email protected]>; drteam <[email protected]>Subject: RE: Revdex.com of Houston and South Texas- Complaint regarding Your Business [redacted] Importance: High   Good Morning Revdex.com, I will gladly respond to this Revdex.com complaint, but I want...

to make sure I address it correctly. The complaint isn’t clear and I am not sure what the customers complaint is. Can you please get further clarification?   Customer’s Statement of the Problem: I ordered a luminess airbrush kit was never complete didn't have [redacted] issues refusal of RA number twice Complaint Background: Product/Service: pour Purchase Date: 10/9/2015 Problem Occurred: 10/9/2015 Model: Luminess Airbrush Account Number: [redacted] Order Number: [redacted] Talked to Company: 10/9/2015 Talked to Company (2nd): 10/11/2015 Talked to Company (3rd): 10/14/2015 Name of Salesperson: unknon  Purchase Price: $29.95 Disputed Amount: $0.00 Desired Settlement:                         not to be charged Alana C[redacted] Director of Customer Relations