Luminess Direct LLC

Please note that our infomercial advertises a “30 day trial” for $19.95. We have several different airbrush systems for customers to choose from when they call in or go online to purchase and depending on which airbrush system they choose, the prices are indeed disclosed upfront and customers have...

the option to not place the order if they do not agree with the terms and/or price points. Unfortunately, it appears that Ms. [redacted] did not actually read the terms and payment information in which she checked off on and agreed to at time of purchase. On 9/7/15, Ms. [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 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 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 A[redacted].NET confirming her purchase details. 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, it will be followed by the agreed upon installment payments until the airbrush system is paid for in full.
We received a call from Ms. [redacted] on 9/21/15 and due to high call volume advised her that we will return her call within 24-48hrs. We called Ms. [redacted] back on 9/23/15 as promised and left her a voicemail; please have her check her voicemail to confirm that we did indeed return her call. Ms. [redacted] clled back on 9/25/15 and requested a Return Authorization #. We provided her with the number along with the instructions and advised her that the RA# has a 2 week expiration date and must be returned by 10/9/15. Per the terms and conditions in which Ms. [redacted] checked off on and agreed to, the 30 day trial is non-refundable. As a courtesy in good faith due to this misunderstanding, we’ll gladly refund the 30 day trial cost once the product is returned and processed in. We believe in full disclosure and all information was disclosed upfront and we sincerely apologize if Ms. [redacted] was unaware of what she agreed to at time of purchase. We are a proud A+ Accredited Business of the Revdex.com and hope that Ms. [redacted] gives our company another chance in the future.

Please note that we spoke to [redacted] regarding this matter 1/19/15. We would like to sincerely apologize again due to the error that was made on her account. On 10/7/15 [redacted] went online and ordered a Luminess Airbrush System 30 day trial for $19.95 followed by 5 payments of $59.99 if...

the airbrush system was kept past the 30 day trial period. She was also informed about the makeup club in which replenishments would ship out every other month at $39.95 plus $5.11 S/H/P per month and customer must call in to request cancellation of the makeup club. On 10//21/15 we received a call from [redacted] informing us that she saw an advertisement of our system for 5 payments of $29.95 instead of 5 payments of $59.99. As a courtesy, the agent did a pricematch and allowed [redacted] to purchase the system for only $149.99 instead of the $319.90 she originally agreed to. Unfortunately, the agent failed to waive out 2 of the $59.99 installments and [redacted] account was charged in error. As soon as she brought the matter to our attention on 1/19/16 we apologized for the error and issued a refund for the 2 installments ($125.88). Please allow 3-5 business days for the refund to appear. [redacted] called our company regarding the $45.06 makeup club charge stating she does not want the replenishments and we immediately cancelled it out and refunded the $45.06 back to her account on 11/25/15. We value our customers and can assure you that this is not a standard business practice and we apologize if [redacted] feels otherwise. Due to the misunderstanding we have also sent out a good bag for the agent error.

[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.  this could of been resolved had they taken my calls or called me back.  I did not see the added notes on the [redacted] as their ad was misleading.  The only call they will take is if you are ordering product and if you try to talk to that department they transfer you without letting you even talk to them and then you go on hold and never get a call back.  I will send the unit back.  I thank you for your help.Thank you[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  
Thank you for your response time and the curtosy of the company was great. They responded and has promised to refund my money.
                                        ...⇄ compliments,
                                        ...⇄                 [redacted]

We would like to sincerely apologize for any inconvenience this has caused. Please know that we have contacted Ms. [redacted] and issued a refund in the amount of $39.98 for the damaged products she received as well as gave her a $10 credit to used on future orders.

We would like to sincerely apologize for any inconvenience this has caused and shocked to see that Ms. [redacted] filed a Revdex.com complaint against our company as we are well within the standard 2-4 week shipping timeframe. Please note that Ms. [redacted] placed an order for [redacted] on 10/27/15. She called...

our company a few days later on 11/2/15 requesting a shipping status. We advised her that due to the demand of the product it has not shipped out, but per our Terms and Conditions, the standard shipping timeframe is 2-4 weeks. Unfortunately Ms. [redacted] was not happy with the information in which we provided and threatened to file a complaint against our company. Her order was cancelled out and refunded on 11/2/15. Again, we sincerely apologize for the inconvenience and misunderstanding regarding our shipping timeframe. Please allow 3-5 business days for the refund to appear.

Please note that the website is reflecting "out of stock" for the [redacted] eye shadow. Also, we appreciate the customer bringing to our attention that the actual SKU is incorrect on the [redacted] but not the color. Please open up the 2 lip glosses received to see that the colors are actually correct. We are in the process of correcting the SKU on the product from [redacted] Please allow 3-5 business days for the refund to appear. Again, we would like to sincerely apologize for any confusion regarding this matter. 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.  However, the information stating that I did not return the airbrush system in the required time frame is false as I sent it well before December 6th which is when the RA number expired.  Why it took them over a month to register the return is beyond me.  And in fact when I called them on January 3rd the person I spoke with said she saw in their system that the airbrush system was returned by me and did not say it was late so I should also receive the 19.95 refund from them.  The club makeup was returned today by [redacted]My issue about them requiring to purchase a [redacted] card to receive the refund has not been resolved.

Please note we recieved an email from Ms. [redacted] and this was our response to the claim:  Good Morning Ms. [redacted] I would like to sincerely apologize for any misunderstanding regarding our advertised 30 day trial offer. We are a proud accredited member of the Revdex.com with an "A" rating and...

never falsely advertised our product as we believe in full disclosure and can assure you that all payment information and terms were disclosed at time of purchase. I  have reviewed your account in question and below are my findings. On June 19, 2016 a person by the name of Michael [redacted] went to our website and ordered a Luminess Professional Edition Airbrush System 30 day trial for $29.95 followed by 5 payments of $69.99 (plus processing fee) if the airbrush system is kept past the 30 day trial period. The initial offer was for a Luminess Basic Airbrush System 30 day trial for $19.95 followed by 5 payments of $59.99, but Mr. [redacted] chose the option to upgrade to the Professional Airbrush System which caused the 30 day trial cost and installment payments to increase.  The payment information is listed on the very first page, the terms and conditions he checked off on stating he 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 Mr. [redacted]'s  agreed upon purchase details.  Mr. [redacted] was also given the exact verbiage below regarding the Luminess Air Club in which he checked off on the terms and conditions stating he 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.  He 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.  Unfortunately it appears that whomever made the purchase on June 19, 2016 did not actually read the payment information and terms and conditions in which they checked off on and agreed to and we sincerely apologize for this misunderstanding. We cancelled the makeup club on August 3, 2016 as requested, but this does not cancel out the payments towards the actual airbrush system.  Due to the misunderstanding I'll be more than happy to work with you on this matter. Since the 30 day trial period for return has already expired,  I will still allow the return, but a 25% restocking fee will be assessed off of the full purchase price.  This pretty much means you will not be refunded any money, but you will no longer be responsible for the remaining 4 payments.  Another option I can do is discount the airbrush system for you to make it more affordable. As of now you have 4 payments remaining, I can discount 2 of them and this would only leave you with 2 installment payments remaining. I hope this response helps clear up any confusion regarding our 30 day trial offer.  Please let me know if you would like to keep the airbrush system or return it and we'll go from there.  Again I would like to sincerely apologize for this misunderstanding regarding our 30 day trial offer.    Regards, Alana [redacted]Director of Customer Relations

We would like to sincerely apologize for any misunderstanding regarding our ordering process. Please note that [redacted] ordered a [redacted] for $199 plus a $9.95 processing fee at time of purchase. She agreed to the terms and conditions which informed her about the 60 day [redacted] as well...

as the final checkout page informed her that starting 30 days from the order date, she would receive a 60 day supply of makeup every other month for $39.95 per month which the customer can call and cancel at anytime. [redacted] agreed to the terms as well as clicked the final Checkout option to confirm the purchase. We immediately followed up with the order details once the order was placed. [redacted] called our company demanding to cancel the [redacted] and we cancelled it out immediately per her request and she never received a makeup shipment. We also received notification from her credit card company in which she filed a dispute for the $199 plus $9.95 processing fee claiming credit not processed and she has our product in her possession. We are a proud accredited business of the Revdex.com and never unlawfully signed the customer up for an auto renewal program nor did we scam her. We believe in full disclosure and all information was indeed disclosed upfront and [redacted] had a choice at time of purchase to cancel the order if she did not agree with the terms that includes our [redacted]. No further actions will be taken on this account due to the dispute.

On October 30, 2016 a person by the name of [redacted] went to our [redacted] and purchased a discounted airbrush system for only 3 payments of $43 plus processing fee. The regular value for the same exact system is $319.90.  The first installment was taken at time of purchase and the other 2...

payments were taken out in 30 day increments until the airbrush system was paid in full.  We would also like to mention that Ms. [redacted] and placed another order with our company on November 28, 2016 for cosmetic items which totaled $55.02. The orders 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 her agreed upon purchase details and shocked to see that she is reporting that we charged her bank over $200. We only charged what she authorized when she went to our [redacted] and placed both orders. Ms. [redacted]  was also given the exact verbiage below on October 30, 2016 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. We are completely shocked to see that Ms. [redacted] filed this complaint against our company as the first and only time we have heard from her since ordering the product back in October was on January 18th in which she chatted in stating she never received the makeup club shipment. We sent her a claim form and advised her to get it back to us and we’ll gladly refund the $35.06 club charge.  As a courtesy in good faith, we left Ms. [redacted] a voicemail informing her that we are going to refund the $35.06 club charge without the claim, but the discounted products in which she purchased months ago cannot be returned for a refund.

We would like to sincerely apologize for any misunderstanding regarding this purchase. We have reviewed the call in question and found that the agent explained all terms and price points to the customer and he agreed by giving an electronic signature. We are a proud accredited member of the Revdex.com and...

as a courtesy in good faith due to this misunderstanding, we'll gladly make an exception and refund the non-refundable 30 day trial cost less the shipping and handling and processing fee. Thus far, the customer has only paid $77.86. Once the product is returned and processed in, a refund will be issued in the amount of $55.95 as the expedited shipping cost of $16.96 + the $4.96 processing fee will not be refunded.

On 3/25/16, Ms. K[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 she decides to keep the system after the 30 day trial period. We have never advertised the full purchase price of $19.99 as we advertise a “30 day...

trial” for $19.95 and after the trial it will be followed by the agreed upon payments until the airbrush system is paid in full. The payment information and breakdown is listed on the very first page, the terms and conditions Ms. K[redacted] checked off on stating she has read 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 her purchase details.
We received a call from Ms. K[redacted] on 4/6/15 stating she was unaware of the full purchase price. The agent apologized and offered to show Ms. K[redacted] our website to assure her that all payment details and terms following the 30 day trial period were disclosed upfront. As a courtesy due to Ms. K[redacted] not being aware of what she agreed to at time of purchase, the agent waived 2 of her payments giving a discount of $131.78 off of the airbrush system. We broke the remaining payments up into smaller payments for Ms. K[redacted] until the airbrush system is paid in full. We would like to sincerely apologize for any misunderstanding regarding the ordering process.

[A default letter is provided here which indicates your acceptance of the business** 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.  
 8-25-2015 at 1 p.m. C.T.  I called Luminus Customer Service phone number  1-888-793-7474 ext. #3 and spoke to [redacted]  to check and see if they now had received my order back and had it into their computer system as cancelled and stopped and any future activities from continuing on my [redacted] could no longer take place.  After she asked me for my mailing address I was put on hold for a minute, then she returned to tell me that it is now cancelled and I no longer have an active account with them.  I asked her to verify twice that it was stopped and cancelled.  Then I asked if she could give the date it shows that it was stopped and cancelled and she reported on 8-20-2015.I am now satisfied that you have helped me to stop them.  I could never have gotten it cancelled without your help.  I do however plan to keep all records on contacts with luminus, dates, names, etc. also mine with you that  I have on file should I need them in the future on this matter.Thank You very much for your help.  [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 2/4/2016 and assigned ID [redacted].
Regards,
[redacted]

Please note that we have spoken to the customer regarding this matter. On 8/20/15 the customer called and informed us that she had an allergic reaction to our product and requested to return it. We issued her Return Authorization #[redacted] and provided her with the return instructions. She...

was informed that the return authorization number has a 2 week expiration date and hers expired on 9/3/15. Unfortunately to date, we have not received our product back and this is the reason why the customer was charged. We spoke to her regarding this matter on 9/17/15 and she was advised that we have not received the product back to our facility and we requested proof such as a tracking number to see what happened to the package since it was never returned back to us. The airbrush system is paid in full, but as a courtesy in good faith we'll refund the last 2 installments of $62.94 giving her a refund of $125.88. No further refunds will be given on this account until we are provided proof of the return. We would like to sincerely apologize for any misunderstanding regarding this matter and will gladly refund the difference once we receive proof of return.

Please note Ms. [redacted] called our company 7 months ago on 4/1/15 and ordered a Luminess Airbrush Kit 30 day trial for $19.95 followed by 5 payments of $59.99 if she decides to keep the product past the 30 day trial. She also purchased an additional family plan airbrush system for $20 more on the...

30 day trial followed by 5 payments of $20. She was also informed on the call that “Starting 30 days from your order date, she would receive a 60 day supply of airbrush foundations every other month for $29.95 + S/H/P per month, which she can call to cancel at anytime”. All of our customers are given 30 days to try the airbrush system and in the event they aren’t satisfied, call and obtain a Return Authorization number during the 30 day trial period and send it back and owe nothing further. In the event the airbrush system is kept past the 30 day trial period the customer is responsible for the installment payments to pay off the actual airbrush system.
On 7/23/15, Ms. [redacted] called our company stating she was not aware that there would be payments following the 30 day trial period. We reviewed the recorded call placed at time of purchase to confirm that all payment information for the airbrush system as well as makeup club was clearly disclosed to Ms. [redacted] and she agreed to the terms by giving an electronic signature. Due to the confusion, as a courtesy in good faith we discounted 2 of her agreed upon payments giving her a discount of $159.98 off of the airbrush systems she currently has in her possession. Her Revdex.com complaint states “I am not happy for the result on my face” which also confirms she has the airbrush systems that were ordered back in May 2015 in her possession.
Unfortunately, it appears that Ms. [redacted] is getting the cost of the airbrush system mixed up with the automatic makeup club charges. She cancelled out the auto-shipments, but never returned the airbrush systems. Ms. [redacted]’s informed us that she did not receive her July makeup club shipments and we emailed her a Fed-Ex claim form, but it was never returned back to our company. We will however make an exception and refund the $35.06 club charge, but there will be no refunds for the airbrush systems that she has confirmed is in her possession. Also, per Ms. [redacted] request on 7/23/15 we cancelled out her makeup club and she has not received any further makeup club charges or shipments from our company.
Please allow 3-5 business days for the $35.06 makeup club shipment that was charged in July 2015 in which Ms. [redacted] states she never received. We sincerely apologize for this misunderstanding and have the recorded phone call readily available for Ms. [redacted] to review.

[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:
From: [redacted] Sent: Tuesday, August 16, 2016 9:11 AM To: drteam <[email protected]> Subject: Re: Your complaint has been received   Luminess LLC. just agree to a full refund. Thank you for your assistance. [redacted]

Please note that we have reviewed the call and found that the agent misinformed the customer by telling her that we would cover the cost to ship the product back as this is incorrect and the agent has been addressed. We covered the shipping cost to send the product to the customer, but they are...

responsible for paying to send it back in the event they do not want the product. However, the customer was informed that the 30 day trial cost ($34.91) is non-refundable as the money-back guarantee applies to the full purchase price (6 payments of $59.99 = $359.94)and we will gladly play the recorded phone call for the Revdex.com. Due to the customer being misinformed about the return shipping, we made an exception and refunding the full trial cost and have already informed the customer. Once the package is returned the trial cost of $34.91 will be refunded. We would like to sincerely apologize for the misinformation and any inconvenience this has caused.

Please note that Ms. [redacted] called our company over a year ago on March 5, 2014 and placed an order for our Luminess Airbrush Professional System via our automated ordering system for the 30 day trial for $29.95 followed by 6 payments of $59.99 if the airbrush system is kept past the 30 day trial...

period. The only way we had the shipping address on file is because this is the address in which Ms. [redacted] provided at time of order via the automated ordering system. After numerous failed attempts to collect the installment payments due for her airbrush system; Ms. [redacted] account was turned over to collections. After being turned over to collections, Ms. [redacted] reached out to our company on February 4, 2015 requesting to send the product back. The agent informed her that due to the timeframe, the product cannot be returned and she must contact [redacted] Collections directly regarding this matter. Ms. [redacted] account belongs to [redacted] Collection agency (1-877-775-3091) and any and all future correspondence must be handled with them directly.