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.  
Luminess did tell me they'd return the trial fee.  I never even tried the product as I kept receiving defective product. They also advised they'd refund shipping with proof of receipt, which I did fax and have proof, in a timely manner.  Yes, it's been some time. However, I didn't think I would have to follow up when multiple people gave me their word to refund.  Their customer service email was useless and their hours are open while I work. I can't believe I have to do this for a mere $36.  It's the right thing to do.  Keep customers happy.  Perhaps gain a new customer w repeated business.  Luminess never executed and refunded as they told me.  It shouldn't matter when I follow up.  I have dated documentation that I executed timely per their terms.  They  conveniently didn't uphold their end and now are claiming it's too late.  I think this is ridiculous and unethical business behavior. Remember, word of mouth advertising is the best form of advertising.  You want to upset me over a mere $36 ? Regards,
[redacted]

Please note that Ms. [redacted]'s 30 day trial period expired to return the product, but we made an exception and issued her a RA# for return. Ms. [redacted] informed our company that she would notify the Revdex.com with this update. This matter is considered resolved and closed. Thanks,

Thank you for bringing this matter to our attention.  We have reviewed the account in question and found that a supervisor did indeed make an attempt to contact Mr. [redacted] at the number listed on the account to inform him that we received his proof of return via email and the account was...

refunded in the amount of $114.90. A voicemail was left requesting a callback.  The initial tracking information ( #[redacted])  provided by Mr. [redacted] did not pull up any information and a refund could not be issued until we had the proof. Once we received the actual proof the promised refund was issued. Please allow 3-5 business days for the refund to appear back to the card on file.  This matter is considered resolved and closed.

[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 still am dissatisfied that no suoervisor returned my calls after 6 attempts to have someone call me.  Poor customer service and I will never do business with them again nor will I recommend them to my friends.  This ended up by being my word against the co about returning the product.  I was not told there was a 2 week period to return the product but I did send the product back the day after I notified them of the allergic reaction.  Since I didnt hear anything from them until a month later when I got billed again I threw  away the post office receipt thinking that the matter was taken care of. It would be good for them to refund the entire amount billed in good faith to me.

Please note that [redacted] called our company on August 5, 2014 and placed an order for our Luminess Airbrush System 30 day trial for $19.95 followed by 5 payments of $59.99. Ms. [redacted] was also informed that after her 30 day trial period she would receive a 60 day supply of airbrush...

foundations every other month at the guaranteed low price of just $29.95 + $2.95 S/H/P per month charged to the credit or debit card she used at time of purchase. She was told that she there is no commitment or minimum to buy and that she could change or cancel the club by contacting customer service and she agreed. 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 payments until the airbrush system is paid for in full.
On 9/17/14 Ms. [redacted] called in requesting to return the airbrush system stating she likes it, but could not afford it. She informed the agent that she really liked the product but the $59.99 installment payments were too much for her to pay. As a courtesy, the agent spoke to upper management and we made a one time exception and waived Ms. [redacted]’s entire balance for her airbrush system giving her a discount of $259.96 and all she paid was $84.90 (30 day trial $19.95 + $59.99 installment) and we are really shocked to see that she has filed this Revdex.com complaint against our company. We did not hear from Ms. [redacted] regarding her makeup club shipments until 6/8/15 and 6/9/15 in which she requested to cancel out the makeup club and demanded a refund. We immediately cancelled it out per her request and even though makeup is a final sale and cannot be returned, we made a good faith effort and already informed Ms. [redacted] that she could return her last 2 unopened club shipments for a full refund, but we cannot accept the 1 club shipment that was sent in 2014. We will even make an exception by refunding the last 2 club shipments right now, but Ms. [redacted] must return the shipments to prevent from being charged again. Please allow 3-5 business days for the refund of $105.18 to appear.
Ms. [redacted] did indeed authorize these charges and we have the recorded phone call readily available to confirm. We also called Ms. [redacted] and left a voicemail informing her that we would love the opportunity to review the recorded call with her to clear up this confusion. We sincerely apologize for this misunderstanding.

[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 do apologize I do see that now, and my daughter did not apparently see that. I wish we could have had someone on the phone tell us this. I do still disagree with that process, but I do see it now that she has given that to me and Ive re read it with her. I do feel shipping costs shouldn't be excluded from a non working product still covered under a year warranty but since it is on there I will tell her she will need to pay the shipping if she is going to use the product. AGAIN this complaint was not in regards to the product as far as make up and quality. We LOVE the product/quality and make up it works wonderfully, it was just the expectance of consumer paying the shipping to return and receive the working product that was it. Will let my daughter decide form here on what to do.

On 2/2/16, [redacted] went to our website and ordered a [redacted] we had on sale for only 3 payments of $43.00 and per the terms and conditions checked off on and agreed to at time of purchase it is a final sale. The normal cost of this same exact airbrush system...

$329.90. We received a call from [redacted] stating she did not like the foundation in which she received. As a courtesy, the agent sent her out a different foundation finish for free and pushed back her 1st installment due date. The agent explained that due to the discounted offer there isn’t a trial period for this purchase, but she agreed to adjust her payments to the 25th of each month. We are making an exception in good faith and allowing [redacted] to return this discounted final sale system. Once returned a full refund will be issued on this account. We tried calling [redacted] to provide her with the return instructions. We also emailed her [redacted] The airbrush system must be returned back to our facility by 4/25/16. We would like to apologize for any misunderstanding regarding this matter.

On 2/28/15, 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. 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. Ms. [redacted]’s 30 day trial period to return the airbrush system expired at the beginning of April 2015. We received a call from Ms. [redacted] stating she was unaware of the payments following the 30 day trial period. The agent informed her that all information was disclosed at time of purchase, but due to the confusion we waived 2 of her payments giving her a discount of $131.78. We have been making attempts to collect the agreed upon payments, but unfortunately the payments are declining for the credit card ending in [redacted] and this is the reason why we have been reaching out to Ms. [redacted]. Ms. [redacted] never requested to cancel out the 60 day makeup club and this is the $45.06 charge in question. Please have her send back the club shipment ([redacted]) and we’ll gladly issue a refund of $45.06 once returned.
Per the terms and conditions Ms. [redacted] checked off on and agreed to at time of purchase “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.” As a courtesy in good faith, we’ll make an exception and allow Ms. [redacted] to return the airbrush system. Once returned we’ll issue a refund less the 30 day trial period. We believe in full disclosure and all information was provided to Ms. [redacted] upfront, unfortunately it appears that she did not actually read the payment information and terms in which she agreed to. Please call customer service at 1-888-793-7474 and request a Return Authorization number for return. A 25% restocking fee will be assessed if the package containing the airbrush is returned without a return authorization number.