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Business Profile

Smart Phone Software

Lightricks Ltd.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Smart Phone Software.

Complaints

Customer Complaints Summary

  • 20 total complaints in the last 3 years.
  • 12 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:10/28/2024

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I signed up for the Facetune app. It was a free trial. I did not like the service, and cancelled before the free trial ended. They charged me $59.99 for a year subscription. I can no longer use the app. since I cancelled during the free trial. I reported this to my credit card, although FaceTune was not truthful and said I did not cancel in time. I have an email from them with a 20 percent off offer to rejoin, which proves I cancelled. I can no longer get into the app. because I do not have an active subscription. They are scamming me.

  • Initial Complaint

    Date:09/11/2024

    Type:Billing Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On July 18, 2024, I downloaded their app called FaceTune (onto my phone) and did Not provide any payment details. To my surprise, 7 days later (on July 25, 2024) they charged me $43.54 without my authorization and entered me into an automatic annual subscription without my authorization. Somehow they got my payment details via ******. I did not authorize this payment at all. I filed a dispute with ****** and when ****** reached out to them, they provided some bogus shipment tracking and told them that merchandise was delivered. There's no merchandise, there was nothing delivered. this was an app that I did not authorize them to charge me. Order number: GPA.3375-1811-0060-34168..0 Auto-renewing subscription $39.99/year State sales tax: $1.60 Local sales tax: $1.95 Total: $43.54/year

  • Initial Complaint

    Date:06/14/2024

    Type:Billing Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Never used the application and was charged a full subscription Mile $64 for $69 which is for a year subscription which is absolutely absurd. I would never pay that contacted both Apple and this company here which advised me to communicate with Apple and Apple advise them, I have been charged the $60 and have not been credited back. I've never used this application to get my money back.

  • Initial Complaint

    Date:03/12/2024

    Type:Sales and Advertising Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    The dispute is for 2 unauthorized charges of $59.99 equaling $119.98. I had to ****** the company after I found the charges. I had no idea what this company is, I now know it's editing apps. I do not need or use editing apps. I show no ****** history of any downloads from thus company in my history. I checked 2 tablets and 2 phones. No record of this app ever on my devices. I contacted PayPal, who advised me to contact the company. I them contacted the company who said they will refund me. Then sent another email stating they won't since there's a dispute started with my bank. That's false. I never contacted my bank since the charges are not with a bank. I'm at a loss. I'm stuck in a circle with no results. I just want a refund for 2 paments of 59.99=119.98.

    Customer Answer

    Date: 03/14/2024


    Better Business Bureau:

    The Business has addressed my concerns outside of addressing the BBB in reference to complaint ID ********. My issue is resolved and my complaint can be closed. 

    Sincerely,

    ***********************

  • Initial Complaint

    Date:11/03/2023

    Type:Billing Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On November 2, 2022, I subscribed to Lightricks LTD app 7 day free trial and subsequently canceled on 11/7/22. The billing of $33.99 and $18.00 on 11/3/22 was never refunded. The instructions given to cancel required I cancel the subscription in the app and delete the app. I complained this appeared to be a bait and switch and emailed them to keep their ill gotten gains and cancel our relationship once and for all, by removing my account and billing information.Today my bank account was charged $69.99 and $39.99 respectively. I have NEVER used this service since 11/3/22.I cannot even access this account from over a year ago yet have paid $160.87 to date. I am now tasked with the inconvenience of canceling the card they are billing ( to stop their theft) and amending all auto-pay accounts I have with reputable businesses. Thank you for any assistance you can provide.

  • Initial Complaint

    Date:09/08/2023

    Type:Billing Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Last summer, I had signed up for a free trial of the application Facetune by Lightricks through the Apple Store. When the free trial ended (July 5/22), I was automatically enrolled for a year-long subscription. I knew this was my own fault as I forgot to cancel prior to then, so I was fine with paying for a year. However, I did immediately cancel the subscription through the Apple Store so that it wouldnt automatically renew again the next year. Fast forward to September 2023 when I noticed I *still* received a monthly charge for this app and I thought to myself, it has to have been over a year now. I went into my subscriptions through Apple and saw that my subscription had in fact expired on July 5/23. However, when I looked at my bank statements I realized that this company CONTINUED to withdraw $8.48 from my account every month even though my subscription was over. Not only that, but when I originally signed up for the subscription, I agreed to pay only $46.99 for a yearly subscription, WHICH I HAD ALREADY PAID IN FULL on July 5/22. So I realized not only had I paid $46.99 (plus tax) for my yearly subscription through the Apple Store, but starting that day, for ****************************************** an ADDITIONAL $8.48 PER MONTH (total of $127.20) for a service that I had already paid for/did NOT sign up for twice. When I reached out to the company for a refund, they only refunded me for the most recent charge of $8.48, as they will only allow for refunds within 14 days of purchase. I didnt purchase anything!!! They overcharged me.

  • Initial Complaint

    Date:08/03/2023

    Type:Billing Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    The business charged me for an annual subscription which I did not agree to in the amount of $69.99.

  • Initial Complaint

    Date:07/24/2023

    Type:Billing Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I signed up for a free trial with Facetune App by Lightricks Ltd. I tried to cancel prior to the free trial but Apple was unable to help me and gave me the business direct information. They have been unresponsive. I ended up being charged after the free trial and they stop responding when I send them the documentation they requested. All I want is to cancel the subscription and my $59.99 refunded.

  • Initial Complaint

    Date:03/31/2023

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I signed up for a free trial of the Light Leap video editing app via the ****** Play store on March 14th. I received an email reminding me that the free trial was coming to an end on March 21st and I immediately canceled the app. On March 24th a charge appeared on my bank statement for $69.99, a full-year subscription charge for the canceled app. I immediately emailed the company informing them I had already canceled my subscription and requesting a refund. They replied asking for further information, which I supplied. I have since repeatedly attempted to contact them regarding this matter and have not had any further response. I checked their website and they still had my subscription listed as active, which I canceled AGAIN. I have never used this app and have no intentions of using it in the future. I have attached proof of the cancellation and the withdrawal from my account.

    Business Response

    Date: 04/03/2023

    Hi,
    We appreciate you taking the time to write to us. Our automated system detected that your email is likely inquiring about canceling a subscription or requesting a refund. If this is correct, please follow the steps below to do so.
    If this is incorrect, please reply to this email and your request will be passed to one of our Customer Experience Specialists to review and help as quickly as possible.
    Here is a list of ways to cancel a subscription:
    To cancel a subscription activated via the App Store, please follow Apples instructions here.
    To cancel a subscription activated via the ****** Play Store, you can follow ******'s instructions here.
    To cancel a subscription activated via the Lightricks Payment System, head to account.lightricks.com > Sign in with the same option used to activate the subscription > tap Cancel your subscription.
    If you'd like to request a refund, please read the options below and follow the relevant steps:
    If the purchase was made via the Lightricks Payment System, please send us the invoice. If you cannot locate the invoice, please send us the associated email address, the last 4 digits of the credit card and a screenshot of the charge as it appears on your bank statement.
    If the purchase was made via the ****** Play Store, please send us a copy of the ****** receipt.
    If the purchase was made via the App Store, please reach out to Apple Support as all issues dealing with payments and refunds are dealt with directly by them, we have no access to your payment information. In addition, we have included here a helpful article with tips on ways to request and get a refund from Apple.


    Of course, if there is anything we can do before you make this decision, please let me know and I'll be happy to assist further.

Lightricks Ltd. is NOT a BBB Accredited Business.

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