189 Customer Reviews
Sort By
Review from Brenda B
1 star09/04/2024
THERE FOUNDATION IS FAKE, CAUSES RASH TO FACE AND THEY ALSO AFTER CANCELING THE ORDER THEY CONTINUE TO TAKE MONEY OUT OF YOUR ACCOUNT, AND REFUSE TO REFUND YOU YOUR MONEY BACK, TALKING ABOUT HALF, I STATED TO THEM ALL AND THEN THEY HUNG UP THE PHONE. I AM GOING TO LET PEOPLE KNOW ABOUT THIS, THEY ARE JUST STEALING PEOPLE MONEY.
Luminess Direct, LLC Response
09/06/2024
Thank you for providing your feedback concerning our company. We are truly sorry for any inconvenience you may be experiencing with Luminess. We would never want a customer to feel we are not assisting with any and all concerns. Upon reviewing the account, it looks like the order was placed for our 14-day Trial Kit - from our website on 11/06/2023 that includes the opted in Subscribe&Save. Ms. Bolding reached out to us on 1/12/2024 to get a color match and a frequency change on her Subscribe&Save; no communications were made thereafter in regards to a cancellation. We were unable to reach Ms.Bolding, however the Subscribe&Save has been cancelled and a refund was issued on 9/4/2024 - going forward Ms.Bolding's account is closed. We do look forward to speaking with you and continue to serve you as a valued customer.Review from Kathleen C
1 star08/26/2024
I ordered an item that clearly stated “battery not included.” However, it was and had leaked and the device did not work after I replaced the battery. They did exchange the item. BUT, they only gave me a $10 return shipping cost credit. It cost me an additional 5 bucks. Why did I have to pay with my hard earned money to return a defective item?Luminess Direct, LLC Response
08/28/2024
Thank you for sharing your feedback regarding our company. We sincerely apologize for any inconvenience you may have encountered with Luminess. It is our utmost priority to ensure that our customers feel fully supported with all their concerns. Ms.Chmura received her promised refund of $10 along with a one time $10 discount code to be used for a future purchase. We were unable to reach Ms.Chmura, however an email has been sent on information regarding her refund and discount code. We look forward to continuing to serve her as a valued customer.Customer Response
08/31/2024
Yes, I was given a $10 allowance for shipping; however, it cost me an additional $4.73 to return the defective device they sent to me. And yes, they did provide me with a $10 discount code to “further delight me.” And yes, they sent emails. Thirteen since 8/19, to be exact. The latest one 2 days ago asking for a review - “We want to make sure your shopping experience was a positive one!” And the same the day before - “Customer satisfaction is our top priority!”Review from Michelle L
2 stars08/11/2024
The quality of the make up is fine but their billing is the worst I’ve ever seen. It borderlines on criminal. I tried their auto ship option and decided it wasn’t for me. They sent me the wrong color and had to send me a replacement which worked out fine. However right after that they billed me for an expensive auto shipment. When I called they immediately removed it and assured me it would not happen again. Well it did, twice. As a matter of fact they just billed me again but this time they immediately sent an email saying your order has been cancelled. I NEVER PLACED AN ORDER TO START WITH!!. It should be criminal for a company to keep your financial information on file without your consent. My account no longer shows I have any cards on file so I can not remove my card. How do I have them to remove my payment options from their system? The system no longer recognizes my email address.Luminess Direct, LLC Response
08/12/2024
Thank you for sharing your feedback regarding our company. We sincerely apologize for any inconvenience you may have encountered with Luminess. It is our utmost priority to ensure that our customers feel fully supported with all their concerns. We are pleased to have the opportunity to speak with Ms. Long today. Ms.Long agreed to maintain her Subscribe & Save subscription at a discounted rate and have ensured that the perfect shade is delivered at the agreed-upon frequency. Ms. Long's concerns have been addressed, and we look forward to continuing to serve her as a valued customer.Review from Lena S
1 star07/24/2024
I ordered a trial for the Luminess airbrush and paid something like $30-40 for the trial. I never received the item in the mail. The tracking number CLEARLY shows I never received it! Now I have collecters calling saying I owe them $400!! This website is clearly a scam and out to ruin peoples credit!! I have called and called trying to get this $400 balance zeroed out because I never received anything from them!! I'm not a person that leaves bad reviews but I'm at my wits end and don't know what else to do.How can they charge someone for something they clearly NEVER received!! I advise anyone else to NOT to buy anything from this website!!Luminess Direct, LLC Response
07/25/2024
Thank you for providing your feedback concerning our company. We are truly sorry for any inconvenience you may be experiencing with Luminess. We would never want a customer to feel we are not assisting with any and all concerns. Upon reviewing the account, it looks like the order was placed our 30-day Trial Kit - from our website on 09/20/2023. Ms. Smith reached out to us on 06/20/2024 as she received a notice that she was sent to collections- we explained our terms and conditions but, Ms. Smith mentioned she did not receive her order. Unfortunately, since we did not receive any communication from Mrs. Smith from when the order was placed to advise us that the order was not received, the order was sent to collections due to non-payment. Prior to the account being sent to collections-we attempted to call, email with her payment declined notice, as well as we sent collection letters in regard to her account, and we still did not hear back from Ms. Smith. We were able to speak with Ms. Smith today, as a courtesy, we will close the account and to allow the allotted time for the process to be taken care of. If there is anything else we can help with, please let us know!Review from HALIMA N
1 star07/18/2024
Such a bogus company..scammers to name it all. poor customer service and you can never get anyone to speak to direct. i wanted to cancel my subscription before these crook charge me but it was impossible and i wrote them emails and no one answered. BE AWARE OF THIS COMPANY AND HONESTLY SPEAKING THEIR PRODUCTS ARE NOT THAT WORTH.Luminess Direct, LLC Response
07/22/2024
Thank you for providing your feedback concerning our company. We are truly sorry for any inconvenience you may be experiencing with Luminess. We would never want a customer to feel we are not assisting with any and all concerns. We see that Ms. Njau ordered our 30-day Trial Kit - from our website on 02/03/2024. We provide all details online prior to purchasing, we also send a confirmation email that explains all future charges; when our customers opt into the auto-delivery, there is a monthly charge for a 90-day supply that is sent every 3 months. Upon reviewing our records, there was no previous communication until 7/18/2024 when we spoke to Ms. Njau and explained all charges. We attempted to call Ms. Njau to further assist and was unable to reach her; an email was also sent. Rest assured; the account was cancelled. We do look forward to speaking with you and continue to serve you as a valued customer.Review from latonya w
1 star07/17/2024
I purchased a product called theconture kenetic skin toning device and the battery would not charge from day one and they would not refund the product and i was out of $109.15. very disappointed. they are scammers dont buy from them.Luminess Direct, LLC Response
07/18/2024
Thank you for providing your feedback concerning our company. We are truly sorry for any inconvenience you may be experiencing with Luminess. We would never want a customer to feel we are not assisting with any and all concerns. Upon reviewing our records, Ms. Wilcher reached out in regards to the Conture Kenetic Toning system not functioning - all systems come with a 1 year manufacturer warranty. The order was placed via ****** which we would have been more than happy to replace within the time frame as the order was purchased over a year; any refunds will have to be discussed with the original purchaser. We did reach out to Ms. Wilcher to further assist and was unable to reach her; a follow up email was sent. We do look forward to speaking with you and continue to serve you as a valued customer.Review from Carla M
1 star07/09/2024
I was very excited to try this product as a near 40 woman with mature , combination skin. The influences I saw looked like me and there was a try before you buy so I tried it. I asked to cancel the trial and return the product as it didn’t work for me. It broke up on my nose and chin within a couple of hours, by the end of the day it just looked terrible. I was charged for the trial but I decided to eat that one and cancel the membership. That was in March. I’ve been charged 3x now even though I have cancelled the membership every. Single. Time. I was not allowed to return my may even though I have proof I cancelled. I have now been charged again in July. I do not know how to make it stop. Customer service is a joke. I have this linked to my Apple Pay and I do not have the option to remove a payment method from them. This has been a nightmare. I want to be refunded for the product I never wanted and I want to be deleted from their system.Luminess Direct, LLC Response
07/10/2024
Thank you so much for bringing this matter to our attention. We are truly sorry for any inconvenience you may be experiencing with Luminess. We would never want a customer to feel we are not assisting with any and all concerns. We have reviewed the account in question and our records indicate that Ms. Miller ordered our 14-day Trial Kit from our website on 01/09/2024 and opted in for an auto-delivery. We provide all details online prior to purchasing, we also send a confirmation email that explains all future charges. We did refund the previous order and it shows that the auto-delivery stayed active; we cancelled her account, and a refund was submitted. We attempted to call Ms. Miller to further assist and was unable to reach her; an email was also sent. Rest assured; the account was cancelled. We do look forward to speaking with you and continue to serve you as a valued customer.Review from Michelle R
1 star06/28/2024
I just love the airbrush system. I did plan on keeping it and enjoying the benefits, however, when I contacted them to cancel the subscription, they tried to extort more money out of me. Sure, you can cancel it, but you now have to pay more and pay it now they said. Who does this? I'm not sure where I will go from here, but I am now regretting buying the Luminess Airbrush System.Luminess Direct, LLC Response
07/01/2024
Thank you for providing your feedback concerning our company. We are truly sorry for any inconvenience you may be experiencing with Luminess. We would never want a customer to feel we are not assisting with any and all concerns. We see that you ordered our 30-day Trial Kit from our website on 10/26/2023 that was opted in for the auto delivery to receive the airbrush system at a discounted rate-early cancellation of the auto-delivery will result in price adjustments. We provide all details online prior to purchasing, we also send a confirmation email that explains all future charges. We spoke with Ms. Reyes and explained the agreed upon terms, Ms. Reyes has not made a payment for the airbrush system since the original purchase, and we are working with her on honoring a discount for the system. We attempted to call Ms. Reyes to further discuss her account and we were unable to reach her, an email was also sent. We do look forward to speaking with you again and hope to continue serving you as a customer.Review from Michelle P
1 star06/24/2024
This company is rip of arist. They stated that you can try for a certain amount, then charge your card 3x the amount they stated!!!! Beware of Luminess OVER CHARGING YOUR CARDS!!!! They will steal your money if you not on top of your account!!Luminess Direct, LLC Response
06/25/2024
Thank you so much for bringing this matter to our attention. We are truly sorry for any inconvenience you may be experiencing with Luminess. We would never want a customer to feel we are not assisting with any and all concerns. We have reviewed the account in question and our records indicate that Ms. Michelle ordered our 14-day Trial Kit from our website on 05/29/24. Some products can be upgraded and are optional before checking out, in which it looks like Ms. ******** upgraded for an additional cost. We provide all details online prior to purchasing, we also send a confirmation email that explains all future charges. The order will not proceed unless the customer checks a box agreeing to the terms and conditions. We attempted to call Ms. ******** to further assist and was unable to reach her; an email was also sent. Rest assured; the account was cancelled. We do look forward to speaking with you and continue to serve you as a valued customer.Review from Gina P
5 stars06/21/2024
The Luminess customer service staff is great!!! Everyone is on one-page, hence, they are authentic and not over-rehearsed [as like, some cosmetic companies I have dealt with in the past]. The customer service staff members are also attentive listeners!!! Special #shoutout to Gil, Abner and Max ????????????Luminess Direct, LLC Response
06/25/2024
Gina, thanks so much for sharing your experience with us! We strive to deliver the BEST customer service to our customers and happy to hear you had such a positive experience with us!
Customer Review Rating
1.85/5stars
Average of 189 Customer Reviews
Contact Information
Customer Reviews are not used in the calculation of BBB Rating
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.