Complaints

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.

• Initial Complaint

  Date:02/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Lume is set up so you CANNOT complain. Lume requires a text or email code to report an issue, even when logged into your own account. Then they never send it. Lume website provides one phone number, but notes no humans answer their phones and a response is not guaranteed. Ive encountered numerous Lume product issues. Spray nozzles are cheap and defective, so you only get to use about 10% of a $15 bottle of spray. I ordered six sprays during a promo and ALL of them are defective. Gave Lume benefit of the doubt and tried another order with creams instead of sprays. I ordered a six-set cream deodorant sampler. Two of the six contained a watery substance (nothing close to cream) and I had to throw them away immediately. One of them smelled like spoiled milk so I had to discard that too. Half the set went straight into the garbage due to Lumes poor quality. The inability to contact them directly has been exasperating. I just want to warn others not to waste their money on sub-par merchandise and zero customer service.

  Business Response

  Date: 02/20/2025

  Hi *******, 

  We are so sorry to hear that you are having issues with your products and additionally locating our contact information. This is not the type of experience we wish for any of our customers to have. Any time you need assistance, you can respond to any email from us or send ua a new email to ********************************* We take a lot of pride in our fast response time. We look forward to hearing from you and working on a resolution with you. You can also reach out to us by clicking on *********** at the bottom of our website and then scrolling down to the bottom and choose either Chat (live) or Text. 

• Initial Complaint

  Date:01/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 have no complaints with the efficiency the product, just that the spray cap wont release once I spray my underarms. It sprays me in the face and all over the room! Im losing a good deal of the product. I can usually get it to d Stop when I grab my bath towel and pull up on the sprayer once I have the top covered with the towel.

  Business Response

  Date: 01/29/2025

  Thanks so much for reaching out -- we're so sorry to hear your Spray Deodorant isn't functioning correctly! We're going to get a replacement shipped out to you -- you'll receive a new email confirmation shortly + a new shipping confirmation with tracking information once it ships. Please let us know if you have any questions in the meantime. 
  
  
  

• Initial Complaint

  Date:01/02/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Dismay that I placed a LUME order on their website. I incorrectly placed the wrong shipping address. I am trying to get shipment address changed and 1 hr. and 45 minutes later I am seeking a complaint. It's simple if they had better customer service.

  Business Response

  Date: 01/03/2025

  We are so sorry for the inconvenience. We can see that your wrote in to us 2 hours after placing the order and 14 minutes later we responded and we had a free replacement order created for you to the updated address. We will be sure to pass along your feedback regarding your experience with trying to change the address yourself before contacting us to our website team. We are always trying to improve the customer service. In the meantime you can always just contact us like you did for help with any issue. 

• Initial Complaint

  Date:12/23/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  False advertising. This product didn't give lasting protection for 72 hours is advertised. I had smells within hours.

  Business Response

  Date: 12/24/2024

  Were sorry to hear you're not seeing the results you were hoping for. Our Whole Body Deodorants are different than most deodorants out there, so we have some tips that may help!
  Although your order date is outside our 60 Day Return Window, we are happy to refund the purchase price as a one time courtesy.
  We hope you will give us another try!

• Initial Complaint

  Date:11/25/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  there is no phone number for Lume, they left out my bonus git i paid $5.00 for, can not get through with email can not get into my account to email them

  Business Response

  Date: 11/26/2024

  Unfortunately we can confirm that we did not receive any emails from you about a missing item, only an email about a concern with your shipping address. We can see that our customer service team assisted you with this issue. We are glad you received your order but sorry to hear that an item was potentially missing from it.  We are going to send you a private email to the email address attached to your order so we can collect for information about your issue and we are happy to send a free replacement for any items missing. We look forward to helping! 

• Initial Complaint

  Date:11/20/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 am requesting to return the last order (********** to receive my money back.. The first order didn't work, so did not want the second one. I kept calling to state I did not want the second order but could not get a hold of anyone at LUME . I called LUME customer service number ************, (more than 5 times), as soon as you dial the number it just goes to some music without anyone ever coming to the phone. The last call on 11/18/24, 3:18pm central time, I waited over 14 minutes, no one ever came to the phone or stated anything.*To make things worst when they send this second order, no paperwork or invoice was in the box, just the products. - The items have not been used, mailing box was open look at invoice that was not in there. Thank you

  Business Response

  Date: 11/20/2024

  Hi ******, 

   

  We are so sorry to hear that you were not satisfied with your order. Unfortunately, we do not have a customer-facing phone number but we are more than happy to help you through email. We see that we have already responded to your email request to return your products yesterday morning but in case you haven't seen that, we want you to know that we are always glad to honor our 60-day return policy!
  
  
  You can easily request a return here in our Returns Center here ****************************************************. Once your request is approved, you will receive a prepaid return label via email.
  
  
  To submit a return request, youll need the following information:
  Email Address - Youll need to provide the email that was used to place your Lume order.
  Order Number - *********
  
  
  Please let us know if we can help with anything else!

  Customer Answer

  Date: 11/22/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ****** ******
  
  
  
   
  
  

• Initial Complaint

  Date:11/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  In spring of this year (2024), I purchased Lume deodorant where--after about five uses-- I noticed a drastic change in my skin underneath the breast and inner leg area. It was to the point that those areas became extremely dry and had dark, crimson ***** on them. (I didn't notice them because they were painless.) ****************** I had to carefully dress these areas on my own where dark scars remain as well as the dryness. Initially after the fifth use, I reached out to them using their consumer website, however I was never contacted. And because I didn't have access to the healthcare I needed to treat these wounds properly, I was left having to 'deal with it' all this time. Last month in October, I noticed my ******** feed was being bombarded with Lume ads, and tried to reach out to them with my problem. As you can see through the responses, they weren't very helpful-- nor were they assuming any responsibility for the damage their product caused. Instead, their responses went from the plastic applicator itself, to maybe trying another scent--to saying this was Target's fault. (I paid cash, so there wouldn't have been any record anyways.) I would like to get a refund, as that is the very least this company could do. And then perhaps place a warning on their label because after going through an internet search, I realized that I am definitely not the only one who has gone through such horrible side effects. I only hope they eventually go away and do not remain permanent as they have indeed changed the texture of my skin.

  Business Response

  Date: 11/11/2024

  We are so sorry to hear that you experienced irritation while using Lume. Although reactions with Lume are rare, anytime we put a new product on our skin it can reveal sensitivities to an ingredient. We can see that along with the correspondence you shared, you also reached out to us via email and we promptly responded and shared a helpful article in our *********** that goes more in-depth on some of the reasons people may experience a rash along with suggestions to treat and prevent further irritation. You can refer to that article here****************************************************************************************************************
  This is never the type of experience we wish for any of customers to have. 
  
  We hope that you were able to obtain a refund through Target when we referred you to speak with them back in July. Unfortunately, as mentioned; since the item was purchased at ****** and not through our website, we don't have any access to the order information to help with a return or refund.
  You'll need to go to your local Target store or contact their support online for help: ****************************.

  Customer Answer

  Date: 11/12/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  ******'s customer service said that since the product was used that I would have to contact Lume for the refund as this was a product issue and not related to Target.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ********* *****
  
  
  
  
   
  

  Business Response

  Date: 11/14/2024

  We have shared suggestions to treat and prevent further irritation. Please refer to the article previously shared here ***********************************************************************************
  
  This is never the type of experience we wish for any of customers to have but as mentioned even though reactions to Lume are rare, anytime we put a new product on our skin it can reveal sensitivities. 
  
  Unfortunately, as mentioned; since the item was purchased at Target and not through our website, we don't have any access to the order information to help with a return or refund.
  You'll need to go to your local Target store or contact their support online for help: ****************************.

  Customer Answer

  Date: 11/17/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Again, ****** says that this reaction is not their fault.  Any product carried that has an adverse direction is not related to how they stock their shelves or tampering on their end.  This is a product ingredient reaction from your recipe and manufacturing facility.  Your response about how to treat this reaction to avoid any 'future' reaction is neglectful on your part as you assume that I used this product improperly.  I have since researched other complaints and there are a plethora of them on sites such as Reddit--who have included the same symptoms as I have experienced.  I wish Lume would simply cite that--YES-- there are ingredients that are responsible for causing my--and apparently MANY--other's bad reaction to the product.  Currently, there is still severe dryness that I am trying to conquer with various products and still haven't found anything that will work.  It's frustrating and even more so when the company responsible continues to ***** these issues onto the store that carries their product instead of admitting that--yes--they've had other similar complaints as well (as viewed even on this BBB site.)
  
  

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ********* *****
  
  
  
  
   
  

• Initial Complaint

  Date:11/08/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Lume Deodorant is reactivating cancelled subscriptions and charging my credit card. I have attempted to remove my credit card info form their site but they have made it impossible. I have attempted to contact the company with no prompt response via email and no phone number available to speak with them directly. I have resorted to blocking them with my credit card company after I received zero feedback. I find this business practice, sneaky and dishonest. I want my credit card info removed from my account with this company with no further transactions to be made.

  Business Response

  Date: 11/11/2024

  We apologize for the frustration regarding cancelling your subscription. Upon looking into this, the only emails we have received from you were in February requesting help logging in and then not again until November 5th, which was 8 days after your order was renewed.  Our responses have been within a 24 hour window. Any changes or cancellations that need to be made on a subscription need to be done prior to one business day before the renewal date in order to be effective for the current cycle. We can confirm that this subscription has been cancelled so you do not need to worry for forward. 

  Customer Answer

  Date: 11/12/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because They have not addressed either of my issues: 

  1. How do I remove my credit card info from their database, and

  2. They never acknowledged that i cancelled the order more than 24 hrs prior to shipment.

  I never renewed this subscription. Which means they accidentally renewed without my consent. this is a problem on their end that have yet to acknowledge. Based on other reviews of this company this seems to be a common occurrence that they are not addressing. 

  It seems they are choosing to ignore any of my other attempts to cancel by stating my only contact was in Feb, not true. If they want to resolve this they need to do those 2 things. Otherwise i will assume they are not interested in owning up to the mistake.

  Sincerely,

  *** ******

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ******** ******
  
  
  
  
   
  

  Business Response

  Date: 11/25/2024

  
  Hi ********, 

  We are happy to make sure that your concerns are addressed. 

  1. How do I remove my credit card info from their database? We have removed your payment information from our database as requested. 
  2. We were not able to locate any previous requests to cancel from either of the 2 email addresses you have written in to us with, including the one tied to your subscription account (********************** or ********************), nor were able to locate any attempts to cancel your subscription within your account prior to 10/28/24. We are only able to find 3 contact attempts which are February 28th to get a password reset link, Feb 28th when you logged in and chose to skip all 3 items (skipping does not cancel, which means they will renew again) and Nov 5 and 6th referring to this issue. Your subscription was set to auto-renew on 10/28/24. When you successfully canceled the subscription on 10/28/24 after the charge was taken out, it did cancel all of your future subscription orders but it did not cancel the order that was already charged & processed. Any changes to current subscriptions must be made at least one business day prior to the upcoming billing date shown on the "My Account" page. Any changes that are not made at least one business day prior to the upcoming billing date will not be effective until the following billing period. 
  
  We have addressed your concerns and can confirm that we have refunded this order in full. Please let us know if you have any further questions. 
  

  Customer Answer

  Date: 11/27/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  Thank you for removing my billing info.. 
  Sincerely,
  
  ******** ******
  
  
  
   
  
  

• Initial Complaint

  Date:10/29/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 purchased the 3- squeeze Lume deodorant. It worked so well I purchase the solid Lume stick. It was horrible I smelled disgusting all day. I do not have the receipt ($15.07). I thought maybe I just need to use the cream version. I bought ($15.07) the tube. I had the same horrible stinky musty smell from under my arms all day. The deodorants both smelled loud and made me musty all day long. Ruined my clothes and Bra. I want a full refund immediately.

  Business Response

  Date: 10/29/2024

  We absolutely understand your concerns and appreciate your feedback -- scent is a very personal thing! We would like to share that the scent you're noticing is likely the mandelic acid in our formula! We do understand this scent is surprising to some but it is part of what makes Lume so effective in controlling body odor. Mandelic acid does have a bitter scent to it, however, it does seem to fade quickly once applied to the skin for most users.
  
  For US orders placed on our site, we are always happy to honor our free 60-day return policy which can be found here for your reference ****************************************************************************. For any additional assistance initiating a return, customers can reach out to our customer service team at *********************************

• Initial Complaint

  Date:09/25/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  This company claims I have a subscription and charges me again. This is the 2nd time they've done this. The first time, I was like ok. It's a mistake. NOWHERE does anything say subscription. Time passes, I make another order. Now, 3 months later they have done it again. Claiming I can send it back. I didn't flipping order or give them permission to charge and send me anything.

  Business Response

  Date: 09/26/2024

  We are very sorry for the confusion and can understand your frustration. We never want to mislead our customers. Subscription information is available on the quick view or product detail pages that are eligible for subscriptions. There are multiple steps before a subscription is confirmed. When adding an item to your cart, you'll get the option to choose to sign up for a subscription or to make a 1-time purchase. We cannot opt a customer into this on our end without them selecting these options and signing up to subscribe. When a customer chooses to subscribe to a product, the product description in the shopping cart describes the product as an auto-renew product and notes the frequency of the auto-renew selected by the customer. Once a subscription order has been placed, they receive a subscription activation email. We are happy to honor our free 60-day return policy which can be found here for your reference ****************************************************************************. Per our return policy, all returns must be initiated via our return center tool (so the return can be tracked and the refund properly applied) which can be found here for your convenience ***************************************************. We look forward to helping.