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Please note that we advised Ms*** that no refunds will be issued due to her disputing all of the agreed upon chargesIf Ms*** would have sent back the product as informed instead of keeping the product and filing a dispute with her credit card company we would have gladly refunded the account as promisedUnfortunately, she did not return the product and contacted her credit card company and disputed the agreed upon charges The product was ordered over months ago and it included a day trial period for returnMs*** has admitted via this forum that she still has the product in her possession and we can no longer accept the product due to the time frame as well as the dispute that was filed with her credit card company We have over a million customers and do our best to please them all, but unfortunately due to misunderstandings such as this some tend to take to social media and report negative claims against a company We are a proud accredited member of the Revdex.com and have made several good faith efforts to work with Ms*** regarding this matterUnfortunately as stated, Ms*** never returned the product and disputed all agreed upon chargesNo refunds will be issued regarding this matter

Please note that our company never scammed Ms***, 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 purchaseOn 6/28/15, Ms*** went to our website and ordered a Professional Luminess Airbrush
System day trial for $followed by payments of $if she decides to keep the system after the day trial periodShe also chose the option to upgrade from the regular sized foundations to the super-sized foundation for an additional $more on the day trial cost and an additional $per installment paymentThe 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*** confirming her orderWe also immediately followed up with a confirmation email to *** confirming her purchase detailsShe was also informed about the makeup club in which she would receive a day supply of airbrush foundations every other month for $+ S/H/P per month, which she was advised she can call and cancel at any timeAll of this information was disclosed to Ms*** 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 days to try our airbrush system and in the event they aren’t satisfied with it, send it back and owe nothing furtherIf the customer decides to keep the airbrush system after the day trial period, in which Ms *** 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*** on 9/10/well after the day trial period expired stating his wife was unaware of the paymentsThe agent informed him that all information was disclosed at time of purchase, but due to the confusion, as a courtesy we offered to waive of the agreed upon paymentsMr*** was unwilling to hear us out and threatened to notify his bank as well as file a Revdex.com complaintWe 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 day trial for return has expired
Once the airbrush system is returned and processed in we’ll issue a refund as promisedWe believe in full disclosure and all information was provided to Ms*** upfront, unfortunately as stated, it appears that she did not actually read the payment information and terms in which she agreed to

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
[Provide details of why you are not satisfied with this resolution.]
Regards,
Lumineers did not address the fact that on one of the occasions that I called stating that the package has been returned and my desire to cancel, I have provided to Lumineers a return authorization number (***) for order number *** given to me by a Lumineer repsThe rep told me he had processed my request to cancel and has issued a refund, which he said I should see reflected on my account within the next 2-business daysWell into weeks after I talked to the rep, no refund had been issuedInstead, another charge was made on my account for even a larger amount than the initial $charged on December 29thI was kept on the phone for almost minutes waiting for a Lumineers sales rep to find proof of my order with my order numberWhere is Lumineers' courtesy in not refunding my account after it has promised to do so weeks before? Where is Lumineers' courtesy in continuing to charge my account without explaining why they would now rescind on their promise to refund after I have expressed to Lumineers my decision to cancel the order after package was returned unopened by me through US Post - well within the required 30-day period? A look at some customer review of Lumineer shows that some customers have expressed the fact that Lumineers does not honor its 30-day return policy! Lumineers continued to charge these customers despite cancellation within the acceptable time periodI share this harrowing experienceWhere is the courtesy that Lumineers speak of?Lumineers must refund me completely for the amount charged on my account ($70.74) for me to consider this matter settled

Per the Refund Policy Terms and Conditions, "Applicable refunds on authorized returned product will be processed within days of receiving returnsAllow 4-weeks for return to appear on your credit card statementAs a courtesy we will expedite *** *** return and in good faith, we'll make an exception and refund the $once the product is processed inWe are not sure why our response was rejected as we are still within the timeframe for processing in *** *** return

As stated in our previous response, we will gladly update our terms to eliminate any confusion going forwardThe *** has already been updatedWe apologize for any confusion this has causedThis matter is considered resolved and closed

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 1/4/and assigned ID ***
Regards,

Thank you for bringing this matter to our attention as customer satisfaction is of utmost importance to us here at LuminessWe have reviewed the account in question and below are our findings: Unfortunately, it appears that Ms*** did not actually read the payment information and terms in
which she agreed to at the time of purchase and we apologize for this misunderstandingOn January 3, 2018, Ms*** went to our website and ordered a Luminess Professional Airbrush System day trial for $plus processing followed by payments of $plus processing if the airbrush system is kept past the day trial period Ms*** was also enrolled into the makeup club in which she was informed “Starting days from your order date, you’ll receive a day supply of airbrush foundations every other month at the guaranteed low price of just $+ S/H/P per month, which you may conveniently call to cancel at any timeThe payment information is listed on the very first page Ms*** 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 orderThe order will not proceed unless the customer checks a box agreeing to the terms and conditionsOn January 3, 2019, we also immediately followed up with a confirmation email to *** confirming all of Ms***’s agreed upon purchase detailsPer the terms and conditions, a day trial order becomes a final sale which is non-returnable and non-refundable once the Day in home trial expires and any future balance becomes payable as agreed at the time of order. We would also like to point out that Ms*** was provided with the following return information below at the time of purchase and she checked a box stating she has read, understand and accepts the terms and we are shocked to see that her complaint is stating that she was never provided information on how to return the product RETURN POLICY and DAY MONEY BACK GUARANTEE POLICY We will gladly accept any return within the day trial period, provided the item is in new or like-new condition (excludes discounted and promotional items, see Important- Additional Return Terms and Conditions below)The Day money back guarantee applies to purchase price and excludes money paid for day trial (rent to try) cost and paid s/hYou will need to contact the Luminess Customer Care at 1-888-793-7474 and request a Return Authorization number (RA#)Mark this number on the package when returningALL RETURNS ARE VERIFIED FOR RA#Any package missing a RA# will be refused and returned to sender at sender's expenseA package must be received in our return processing facility within the day trial period which began on the date the product was delivered or within ten business days after RA# was issued, whichever is laterPackages containing expired RA#s may be refused and returned to sender at sender's expenseReturn packages must be post marked within five (5) business days of the RA# issue dateMerchandise received seven (7) days past RA expiration date will be subjected to a 25% re-stocking fee of full purchase priceRETURNS RECEIVED DAYS AFTER THE RA# ISSUE DATE WILL BE REFUSED AND RETURNED AT SENDER'S EXPENSE WITHOUT ANY REFUNDRefunds are issued after product is received and inspectedRefunds are not issued at time of issuance of return authorizationCustomers on the Trial Pay Offer will not be billed additional monthly installment(s) as long as the goods are received before the next applicable installment payment. If you are charged any additional monthly payments and merchandise is returned within the days after the issuance of return authorization date, you will be refunded any additional paymentsDO NOT RETURN PRODUCT WITHOUT A RETURN AUTHORIZATION NUMBER. This number can be obtained by contacting our Customer Service Team at 1-888-793-from Monday to Friday during business hours of AM to PM Central time IMPORTANT- ADDITIONAL RETURN TERMS AND CONDITIONS All items must be returned in their original packaging along with all accessories, parts, and instructions manuals/dvd(s) that were shipped with your original orderReturns received without original packaging will be charged up to a $restocking fee per unit Luminess Air assumes no responsibility for merchandise damaged by carrier transporting and delivering returned merchandise Returns received with damaged merchandise may be denied refund and customer may be held responsible to pay full value of product if balance exists on account for merchandiseReturns with missing parts will be charged a flat $incomplete return fee per unit RETURN PERIOD- Our 30-day return policy starts from the day your product is received and expires days from the date we actually ship product to you initiallyA Return Authorization number must be obtained in the day return period as mentioned aboveReturns must be received at our facility in days of when the Return Authorization number is generated and given to you by phoneThe initial trial shipping, handling and processing costs is non-refundableYou will be responsible for paying all return shipping to deliver product to our facility Makeup and Tanning solution are non-returnableWe do not accept returns of cosmetics unless product other than what was ordered is deliveredSales of cosmetics are finalAllow up to 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 weeks, contact us (1-877-749-5777) immediately before calling your credit card company)All Sales final on promotional and discounted items Send all returns via a shipping method that can be tracked with a proof of delivery or confirmed (UPS/ FedEx / USPS Priority mail), insurance is recommended, send to: LUMINESS AIR RETURNS RA#_____________ Capricorn Stafford, Texas Along with your return please be sure to include the following: Your order number, Return Authorization number, your complete name, address, phone number and email address along with original packing slipPlease have Return Authorization number on package. If it is received and it does not meet our return policy we will not issue you a refund and the package may be returned to you at your costA detailed explanation regarding your reason for returning the itemsInformation about whether you would like a refund or a replacementMs*** emailed our company requesting to cancel out the makeup club and we cancelled it out per her request and advised her of the remaining balance for the airbrush system she kept past the day trial period. Cancelling out of the makeup club does not cancel out the agreed upon payments for the airbrush system and we tried explaining this to Ms***, but she was unwilling to listenWe apologized for the misunderstanding and advised her that the product must be returned if she does not want to be responsible for the agreed upon paymentsUnfortunately, instead of returning the product Ms*** filed a dispute with her credit card company. Prior to the dispute, we also sent Ms*** large bottles of foundation free of charge as well as asked her if she would like for us to send her comparable items free of charge since the “free” items that were to be included with her purchase are on backorder. She was not charged for the large bottles of makeup as she was charged for her 1st agreed upon installment payment following the day trial period for the airbrush system. Due to the dispute being filed against our company no further actions can be taken on this account and it is very important that Ms*** return the airbrush system to prevent the account from going to collections as she is still responsible for the agreed upon paymentsWe would like to apologize for this misunderstanding, but it is clear that Ms*** did not actually read the payment information and terms in which she checked off on and agreed to at the time of purchase and again we would like to sincerely apologize for this misunderstandingPlease let us know if Ms*** would like us to issue the Return Authorization Number via this forum

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me Sent: Wednesday, July 26, 2:PMSubject: Re: You have a New Message from Revdex.com Regarding Complaint #***My complaint has been resolved I was actually waiting for them to credit my account it took longer then what they told me but is fix now thank you so much for your help!*** ***

Unfortunately, we will not be refunding the cost to ship the product back to our company as per the terms and conditions all customers are responsible for paying return shippingAs a courtesy in good faith due to the confusion, we have made an exception and refunding the non-refundable day trial cost and processing fee of $Please allow 3-business days for the refund to appear

Please note that we are a proud accredited member of the Revdex.com and can assure you that all payment information and terms were fully disclosed to this customer upfront and we sincerely apologize if he was unaware of what he agreed to at time of purchaseWe have millions of customers
and do our best to make all of them happy, but unfortunately due to misunderstandings such as this one some tend to take to social mediaUnfortunately, we never received the returned package and simply asked the customer for proof of return to see where the actual product was deliveredWe are in no way deceiving this customer and will gladly walk the Revdex.com thru the same exact ordering process to ensure that everything was disclosed and the order cannot proceed unless the customer agrees to all termsWe advertise a day trial for $and if the product is kept past the trial period it will be followed by the agreed upon payments until the airbrush system is paid forPlease have the customer provide proof of return to bring resolution to this matter as we never received the returned product

Unfortunately as stated, no refunds will be issued on this account due to the dispute that was filed against our company Please also note that the trial expired well before the customer returned the product and this is the reason the installments were chargingDue to no refund being issued, the airbrush system is being sent back to the customer and the remaining balance has been waived to close out the balanceThis matter is considered closed with our company

[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 ***, and find that this resolution would be satisfactory to me

[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 ***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

Thank you for bringing this matter to our attention as customer satisfaction is of utmost importance to us here at LuminessWe have reviewed the account in question and below are our findings: On December 30, 2017, Ms*** went to our website and ordered a Luminess Airbrush System day trial for
$plus processing followed by payments of $if the airbrush system is kept past the day trial period Ms*** was also enrolled into the makeup club in which she was informed, Starting days from her order date, she will receive a day supply of airbrush foundations every other month for $+ S/H/P per month, which she could cancel at any timeOn January 17, 2018, Ms*** called our company requesting a Return Authorization Number to return the productPlease note that and account is not cancelled/closed out just because a customer is given a Return Authorization Number as the product must be returned back to our company in order for the account to be closedMs*** was given Return Authorization Number 12383596-along with instructions which advised her to have the product returned back to our company by January 31, 2018. To date, we have not received the returned products and asked Ms*** to provide proof of delivery such as a tracking number and she keeps sending the Return Authorization Number that we provided to her on January 17, If the product is not returned, the balance following the trial period becomes payable as agreed at the time of purchase. We have cancelled out the makeup club and refunded the $plus S/H/P ($36.72), and the recent installment for the airbrush system of $plus processing ($43.94) since the airbrush system was never returned. Please note that Ms*** is still responsible for the agreed upon payments for the airbrush system if it isn’t returned back to our company. Failure to pay will result in the account being turned over to collectionsWe look forward to bringing a resolution to this matter and as that Ms*** provide the requested proof of return via this forum

Please note *** *** called our company on 6/24/and ordered a Luminess *** *** day trial for $followed by payments of $if she decides to keep the product past the day trialShe was also informed on the call that “Starting days from your order date, she would receive
a day supply of airbrush foundations every other month for $+ S/H/P per month, which she can call to cancel at anytime”. All of our customers are given days to try the airbrush system and in the event they aren’t satisfied, call and obtain a Return Authorization number during the day trial period and send it back and owe nothing furtherIn the event the airbrush system is kept past the day trial period, the customer is responsible for the payments of $to pay off the actual airbrush system. Please also note that we do not make our club membership impossible to cancel as *** *** requested cancellation in April and we cancelled it out immediately per her requestWe believe in full disclosure and never scammed *** *** as reported in this complaintWe will gladly play the recorded phone call placed at time of purchase to confirm all payment information and club terms were clearly disclosed to *** *** upfront and she agreed by giving an electronic signature. As a courtesy in good faith we refunded of *** *** agreed upon installments giving her a discount of $and we are shocked to see that she has filed this Revdex.com complaint claiming she was scammed by our company. We are a proud accredited member of the Revdex.com and would love the opportunity to play the recorded call to confirm full disclosure was given to *** *** No further actions will be taken on this account as we have already refunded payments in good faith

Please note that our company is simply waiting for the returned productMr*** was provided detailed instructions for returning the product which included getting a tracking number and unfortunately he failed to do so and now blaming our companyTaking a picture of a package does not confirm deliveryIf the product was returned this matter would have been resolved and we would have gladly processed a refundWe are an accredited business of the Revdex.com with an "A+" rating and looking forward to bringing closure to this matte once we receive the returned product or proof of return

Please note we have added the customers information to our "Do Not Contact" list and she should not receive any further advertisements from our companyThank you for bringing this matter to our attentionWe sincerely apologize for any inconvenience this may have caused

On 7/25/15, *** *** went to our website and ordered a Luminess Airbrush Professional System day trial for $followed by payments of $if he decides to keep the system after the day trial periodHe was also informed about the makeup club in which he would receive a day
supply of airbrush foundations every other month for $+ S/H/P per month, which he was advised he can call and cancel at any timeThe payment information is listed on the very first page, the terms and conditions *** *** checked off on stating he has read and accepts and on the check-out page prior to clicking the button confirming the orderThe order will not proceed unless the customer checks a box agreeing to the terms and conditionsWe also immediately followed up with a confirmation email to *** confirming his purchase details (please reference the attached document in his complaint, this is the same exact information listed on the final checkout page prior to him clicking on the check-out box confirming his purchase)We are a proud A+ Accredited Member of the Revdex.com and believe in full disclosureWe can assure the Revdex.com that all information was indeed disclosed upfront, unfortunately it appears that *** *** as well as the customers he referenced in his complaint did not actually read the terms and payment information in which they checked off on and agreed to at time of purchaseAs a courtesy due to the confusion, we offered to assist these customers by discounting the airbrush system, not because we did anything wrong, but in good faith
All of our customers are given days to try our airbrush system and in the event they aren’t satisfied with it, send it back and owe nothing furtherIf the customer decides to keep the airbrush system after the day trial period, it will be followed by the agreed upon installment payments until the airbrush system is paid for in full
On 7/28/*** *** called our company and requested to cancel out the makeup clubHe was advised that the makeup club does not generate until after the day trial period expires*** *** demanded that the makeup club be cancelled and a manager did an override in the system and cancelled out the makeup club per his request*** *** never received the day supply makeup club shipments($+ S/H/P per month)It appears that *** *** is getting the makeup club terms mixed up with the actual cost of the airbrush system
The makeup club cancellation has nothing to do with the cost of the actual airbrush system following the day trial periodTo date, *** *** has made of the agreed upon installment payments of $As a courtesy in good faith, we’ll gladly waive of his installment payments giving him a discount of $and he’ll have more payments remaining if he would like to keep the airbrush systemIf *** *** does not want this courtesy offer, please have him follow the Return Instructions that were provided to him on 8/28/
We would like to sincerely apologize for any confusion regarding this matter and will gladly walk the Revdex.com thru the same exact steps that *** *** followed to confirm that all information was indeed disclosed upfrontThank you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** 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 backI can't believe that they steal people’s money and when I was ready to return the item months ago, they said they can't take itThey made *** *** about meThey customer service department is rude and *** I want my money back because I received a broken itemI 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 that our infomercial advertises a day trial for $and have never advertised this as the full purchasMe priceOn 8/10/15, *** *** went to our website and instead of ordering the TV offer day trial for $followed by payments of $59.99, she upgraded to the
Professional Luminess Airbrush System day trial for $followed by payments of $if she decides to keep the system after the day trial periodShe also chose the option to upgrade from the regular sized foundations to the super-sized foundation for an additional $more on the day trial cost and an additional $per installment paymentThe payment information is listed on the very first page *** *** came to, 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 ** *** confirming her orderWe also immediately followed up with a confirmation email to *** confirming her purchase detailsShe was also informed about the makeup club in which she would receive a day supply of airbrush foundations every other month for $+ S/H/P per month, which she was advised she can call and cancel at any time
All of our customers are given days to try our airbrush system and in the event they aren’t satisfied with it, send it back and owe nothing furtherIf the customer decides to keep the airbrush system after the day trial period, in which *** *** 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 *** *** on 10/28/well after her day trial period expired requesting to return the airbrush systemAs a courtesy since the system could no longer be returned, we discounted one of her installment paymentsAs another courtesy in good faith to bring closure to this misunderstanding, we have discounted another installment as well as refunded her most recent installment charged giving *** *** a total discount of $We believe in full disclosure and never falsely advertised our productUnfortunately it appears that *** *** did not actually read the payment information and terms in which she checked off on and agreed to at time of purchaseWe and will gladly walk the Revdex.com thru the online ordering process to confirm that all payment information and terms were disclosed to *** *** upfront and she agreed to them