Luminess Direct LLC

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.  
Thank you.  Please send me a check.  I appreciate it.  
Regards,
[redacted]

Please note that we have provided a step by step (screenshots) ordering example of a test order being placed directly from a mobile phone to confirm that the information is not hidden and buried and definitely not a "bait and switch" as reported by the customer. The only way the order will be misunderstood is if it isn't actually read.  We have advised Ms. [redacted]'s attorney that we'll make an exception as a courtesy and refund the final installment payment that was charged for the airbrush system in March, not because we did anything wrong, but in good faith to bring closure to this matter due to Ms. [redacted] not being aware of what she was agreeing to at time of purchase. Ms. [redacted] is aware that the airbrush system cannot be returned and acknowledged this in a prior email, we will gladly attach the email in this complaint if need be.  We are awaiting approval from Ms. [redacted] to move forward with the refund of the final installment that was charged in March 2017.

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 customer service on November 08, 2015 to cancel the order due to the extended financial responsibilities following the initial order. On November 9, I was charged $34.91 to my checking account despite my call. On November 10, I sent an email to customer service. Nothing had been assigned to delivery. Four days after I cancelled the order, On Nov. 12. 2015, I received a notification from [redacted] for shipment. I had to call Luminess customer service from work to explain the situation. She gave me the information I needed to send the product back in order to get a refund, however I would have to pay the shipping fee for sending it back. Because I called within a short period of time to cancel the order, I should not have to pay the shipping cost to return a product that should not have been mailed out. I have attached the email communication links showing the communication I had with the customer service department...long before my email on Nov. 11, 2015.
This company should be held responsible for their customer service representatives. My order had not been submitted to [redacted] for several days and I cancelled this order within the same day of order..and my bank account was charged the day after I cancelled the order.  I believe I should be reimbursed the #34.91 charged to my checking account including the $9.71 shipping cost for me to return the product.
Regards,
Debra [redacted]

We would like to sincerely apologize for any misunderstanding regarding this matter. According to our records Ms. [redacted] called on March 27, 2015 regarding her makeup club stating she no longer wants the auto-delivery. We cancelled out the makeup club and then Ms. [redacted] asked the agent instead of...

cancelling can it be pushed out to a further date until she needs it. Per her request we reinstated her club and pushed the automatic delivery to 6 months. We charged her club 6 months later and received a call from Ms. [redacted] stating she cancelled out the club and should not have received a shipment. The agent informed her that our records indicate she changed the frequency and we advised her to return the shipment and a refund was issued. We have cancelled out the makeup club and refunded the $35.12 charge. Ms. [redacted] will receive no further shipments or charges from our company and we sincerely apologize for any inconvenience this may have caused.

Please note that we have issued a refund for the defective unit, the non-refundable 30 day trial cost and the makeup club shipment  to bring closure to this matter..... the total refund will be $92.92. We would like to apologize for any misunderstanding regarding this matter, but unfortunately...

the system came back defective and this is why the $20 was withheld.  Also, per the agreed upon terms and conditions the 30 day trial cost as well as makeup club shipments are non-refundable, but we have made an exception in good faith and refunded the account in full. Please note that we will not be refunding the return shipping cost of $19.45 as customers are responsible for paying return shipping to ship the product back to our company. We would like to sincerely apologize again for any misunderstanding regarding this matter and have called and provided this information to [redacted] Please allow 3-5 business days for the refund of $92.92 to appear back to the credit card used at time of purchase.

Revdex.com:
This letter is to inform you that Luminess Direct LLC has carried out to my satisfaction the resolution it proposed for my complaint, filed on 11/4/2014 3:30:07 PM and assigned ID [redacted]
Regards, [redacted]
 
Thank You for helping me!

[redacted] called in on Friday, 8/21/15 and placed an order for a Luminess Professional Airbrush System 30 day trial for $29.95 followed by 6 payments of $59.99 after the trial period. She also purchased rush shipping in which it guarantees that the order will “ship” within 7-10 business days vs....

the standard shipping timeframe of 2-4 weeks. The product shipped on 8/28/15 and was delivered on 9/5/15. We received a call from Ms. [redacted] on 9/30/15 requesting to return the product. We apologized for the shipping timeframe and offered to discount one of the $59.99 installment payments due to the inconvenience but Ms. [redacted] declined. She was issued RA #[redacted] and advised that the RA# has a 2 week expiration date and the product must be returned by 10/14/15. At this time, Ms. [redacted] requested that we send her a return label and was advised that we do not have return labels and per the terms and conditions, customers are responsible for paying the shipping cost to send the product back to our company. As a courtesy, we offered to refund up to $10 for the shipping cost to return the product back to our company once Ms. [redacted] provides proof of return. We informed Ms. [redacted] to send the product back with regular standard shipping as it should not take 2 weeks to be delivered back to our facility. She has also been advised that the account will be refunded in full even though per the terms and conditions, the 30 day trial cost is non-refundable. As we have already advised Ms. [redacted], we will only cover up to $10 on the return shipping cost as a courtesy in good faith.

Please note that [redacted] called our company on February 3, 2016 and ordered a Luminess [redacted] 30 day trial for $19.95 followed by 5 payments of $59.99 if the system is kept past the 30 day trial period.  [redacted] called our company on February 23, 2016 requesting a return...

authorization number and was provided [redacted] The agent provided [redacted] with the return instructions and advised her that the product must be returned back to our facility by March 8, 2016. To date, we have not received the returned product back to our facility and this is the reason [redacted] was charged for the [redacted] after the RA# expired. [redacted] currently has 1 payment remaining and the [redacted] will be paid in full. As a courtesy in good faith we will waive the remaining payment due. We cannot issue any refunds on this account due to the product never being returned back to our facility and we are requesting proof of return such as a tracking number. Please provide the proof of return via this forum. We 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.  
From: [redacted] Sent: Tuesday, September 15, 2015 7:34 PM To: drteam Subject: Re: You have a New Message from Revdex.com Regarding Complaint #[redacted] Thank you very much. I was going to reiterate my position. My wife saw the ad. She asked me to buy the product. I went online and selected the product. I saw that it has a checkbox where I needed to cancel the trial to avoid continuing payments. To order the trial you have to check the box. I ordered the makeup. The next day I called to cancel the trial and just pay for the makeup sent. The customer service representative refused to cancel the trial membership. I had to insist and advise them I would contact the consumer agencies here in the state if they didn't cancel the same day. They said I had to wait until the first shipment. I still insisted. Finally the customer service representative called a manager in who did cancel the trial. I followed up with two emails to them to avoid the billings. Neither of which they responded to. Then I was billed.  I didn't sign up for two trials nor did I know I was signing up for a $350 purchased that apparently I can't cancel even through they said I could. In all honesty they should just drop the order completely and refund all my  money to me. The offer functions as a bait and switch operation. I buy from Amazon all the time and never have 1/100 the issues that this type of company creates.Thanks [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 10/17/2016 and assigned ID [redacted].
[redacted] Sent: Tuesday, October 18, 2016 2:34...

PM To: drteam <[email protected]> Subject: Recent Complaint/Luminess Air   I recently submitted a complaint regarding false advertising etc. with the Luminess Air/Luminess Direct LLC in Texas.  I received a phone call a short while ago from a supervisor named [redacted] stating that they apologized with my dissatisfaction with the product and company and will be fully refunding the amount paid at the initial purchase after the product is received in their warehouse.  She is on [redacted] of customer service. I sent the product via [redacted] today and should be received by next week.  I wanted to update you on the current status of this occurrence.   Thank you,   [redacted]

On 8/21/15, Ms. [redacted] went to our website and ordered a discounted Luminess Legend Airbrush System for only $149. She agreed to the Terms and Conditions which advised her that this discounted offer is considered a Final Sale and cannot be returned. Ms. [redacted] had the option to order the 30 day...

trial TV Offer which consists of a 30 day trial for $19.95 followed by 5 payments of $59.99 ($319.90). It appears that Ms. [redacted] is getting the infomercial terms confused with the terms for discounted airbrush systems. We sincerely apologize that Ms. [redacted] didn’t realize the terms for the discounted airbrush systems ($149) are totally different from the 30 day trial airbrush systems on the TV Offer (30 days $19.95 followed by 5 payments of $59.99). As a courtesy in good faith due to the confusion, we are allowing Ms. [redacted] to return the Final Sale airbrush system and receive a full refund once processed in. On 9/4/15, Ms. [redacted] was provided RA#[redacted], please have the product returned by 9/18/15 as advised. As per the terms, customers are responsible for paying return shipping to send the product back to our company.

As previously stated in our response to this complaint, 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. 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. We look forward to bringing a resolution to this matter.

We have reviewed the account in question and it appears that Ms. [redacted] did not press an option to actually reach a live person as we would have gladly assisted her with the return. According to our records, Ms. [redacted] obtained a Return Authorization online on 2/17/17 and we are awaiting...

the return of the product. We would only send an account to collections due to non-payment and this is not the case for Ms. [redacted] as she is still within her trial period.  We stand behind our product and really wish Ms. [redacted] would have given us an opportunity to help her achieve her desired results from airbrushing.  Per the terms and conditions that Ms. [redacted] checked off on and agreed to, the 30 day trial cost is non-refundable, but we’ll gladly make an exception and refund the account in full once the product is returned and processed in.  We hope our response helps clear up any misunderstanding  and thank you for bringing your concerns to our attention.

[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.  
Ms. Alana [redacted]: As of August 15, 2016 Mrs. [redacted] social media complaint has been updated as resolved (attached is the social media update). We have kept all correspondence via Revdex.com, and the recent cancellation confirmation here at Revdex.com forum.  We also, received the customer payment history that you've attached via Revdex.com forum.  Both parties agreed that there will be no more charges and shipment activity from Luminess Air Direct LLC.  We are satisfied with the result and we are moving this matter as closed.  Ms. [redacted],  thank you for your immediate response on this matter.  We are grateful for all your help on getting this matter resolve. Regards,Michael [redacted]

Please note we are unsure what Ms. [redacted] is referring to when stating our pricing is a lie. On November 11, 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 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 at time of purchase and we sincerely apologize for this misunderstanding. Club verbiage provided to Ms. [redacted] 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. Please have Ms. [redacted] 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. Thank you.

We would like to sincerely apologize for this misunderstanding as the order was processed in as refused and a restocking fee was assessed. It was definitely not intentional and we have refunded the account in full in the amount of  $44.36. The 30 day trial cost is non-refundable, but due to...

this misunderstanding the account has been fully refunded for the airbrush system.  Please note that refunds can only be issued back to the same credit card issued at time of purchase.  The credit card company will have to send the customer a check if the account is now closed. Please allow 3-5 business days for the refund to appear.

[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  with remoement from auto pay. to monthly billing.

Please note that one of the club charges was already refunded on 7/19/16. We have issued a refund for the 4 remaining club charges in the amount of $151.82. Please allow 3-5 business days for the refund to appear.

[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 10941784, and find that this resolution would be satisfactory to me.  
I accept that a refund will be made to my credit card for $ 44.90 that I spent on [redacted]  I DO want to add that I tried to call about this problem.  After two emails from Nytrice, their agent, I called the toll free number to further discuss this.  I was unable to get through after several attempts, so I gave up.  Finally, I decided to contact Revdex.com, even though I saw that this company had a A+ rating.  I still feel that Luminiss in NOT forthcoming in their advertising of their product and  "30 day money back guarantee" .   In my case, I returned the kit with unopened product, thinking that I was going to be covered by the guarantee.  A "money back guarantee" would apply to money paid....not money billed in the future.   I'm sure that many folks have been led to believe that the trial is covered.  I thank the company for refunding my charge, but I still feel that there should be a check on their handling of terms and conditions.  My invoice says nothing about the trial being a final cost.  It's definitely a "Buyer Beware" case.

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.  
Complaint Detail / ProblemComplaint Type:Billing or Collection IssuesselectProblem:I have already filed once and did not receive a response in a timely manner so Revdex.com dropped it. However, I have asked more then once for proof that this product was mailed to my address. A signed form from the UPS, FedEx, or post office or however it was delivered. They stated that they have this and if that is the case, with my signature, I would be happy to purchase this. But considering I know I did not order this, I believe this is all a scam.TranslateDesired Resolution / OutcomeDesired Resolution:Correction to a credit reportselectDesired Outcome:I want this cleared up immediately.