Complaints

This profile includes complaints for Luminess Direct, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Luminess Direct, LLC

  12822 Capricorn St. Stafford, TX 77477

  
• 

  Luminess Direct, LLC

  PO Box 711388 Houston, TX 77271-1388

  
• 

  Luminess Direct, LLC

  6000 Sepulveda Blvd Culver City, CA 90230-6421

• 

  Luminess Air

  Culver City, CA 90230-6421

• 

  Luminess Direct, LLC

  PO Box 2655 Stafford, TX 77497-2655

  

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:07/07/2025

  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.

  Sent money order (us postal) June 24, 2025 here july 6, 2025 no merchandise,believe gmail conversation to be fake due to fraud

  Business Response

  Date: 07/09/2025

  Thank you for taking the time to share your feedback. At Luminess, we are committed to ensuring every customer feels fully supported, and we take all concerns seriously.
  
  We recently received Ms. ****** Money Order in the mail and made several attempts to reach her by phone to assist her promptly. After those attempts were unsuccessful, we followed up with an email confirming receipt of the Money Order and requesting clarification on how she would like to apply itsince the items she expressed interest in the sale totaled more than the amount we received.
  
  We are currently working with Ms. ***** to finalize the items she would like to receive and are honoring the Memorial Day Sale pricing she referenced in her letter. To go above and beyond, weve also included an additional product at no extra charge to help ensure her satisfaction. An order has been created based on her selections, and we are now awaiting her authorization to proceed so she can begin enjoying her Luminess products.
  
  Her satisfaction is important to us, and we remain available should she need any further support.

• Initial Complaint

  Date:07/01/2025

  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.

  They will not let me cancel subscription which they had me believe was a one time order. Not by phone, email or by app. I simply just want this monthly subscription cancelled

  Business Response

  Date: 07/01/2025

  Thank you for taking the time to share your feedback regarding your experience with Luminess. We truly value hearing from our customers and are committed to ensuring every individual feels fully supported. Please know that your concerns have been taken seriously and carefully reviewed.
  
  Upon reviewing your account, we confirmed that an order was placed on May 13, 2025, for our 14-Day Trial Kit, with enrollment in the optional Subscribe & Save program. The terms of the trial, including product details, associated costs, and subscription options, are outlined on our website at the time of purchase to maintain full transparency.
  
  Our records indicate that your initial attempt to cancel the subscription occurred via email on 6/20/2025 in which an automatic email was sent prompting the customer to give us a call so we can securely process her request. The customer then initiated a live chat on July 1, 2025, though the session became inactive and was later disconnected. A follow-up email was promptly sent inviting you to reconnect with us via chat or phone so we could securely assist you. Shortly after, you contacted us by phone, and your subscription was successfully cancelled as requested.
  
  To ensure your concerns were fully addressed, a follow-up phone call was made, though we were unable to reach you. A follow-up email was then sent confirming the subscription cancellation, along with a courtesy refund for the first subscription charge. Going forward Ms. ******* account is closed.
  
  We sincerely appreciate your business and the opportunity to assist you. Should you have any additional questions or require further support, please dont hesitate to reach out. We would be happy to help.
  
  

  Customer Answer

  Date: 07/02/2025

  [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.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
   
  

• Initial Complaint

  Date:06/24/2025

  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.

  Hello I have consistently tried to reach someone so I can have my subscription canceled. No one answers the phone or text and there is no way to stop it through their website. I would just like auto subscription canceled. I have way more product than I can use. Im not really sure how this auto subscription happened when I only wanted to try it out. I was not aware it would be on auto pay. I have tried to have my bank stop payments but that only last so long.

  Business Response

  Date: 06/24/2025

  Thank you for taking the time to share your feedback regarding your experience with Luminess. We genuinely value each of our customers and are committed to listening with care and addressing all concerns thoughtfully.
  
  Upon reviewing your account, we can confirm that an order was placed on June 1, 2024, for our 14-day Trial Kit and opted in Subscribe & Save. The terms of the trialincluding product details, associated costs, and any optional program enrollmentsare clearly outlined on our website to provide full transparency at the time of purchase. The site also offers multiple ways to reach our **************** team, along with published business hours to help customers connect with us at a convenient time.
  
  Our records indicate that Ms. ***** first reached out via email on March 20, 2025, to request cancellation of her subscription. In accordance with our secure verification process, we kindly asked her to call us so we could assist further. Ms. ***** later reached out again on June 24, 2025, via live chat; however, this was outside of our business hours, when our team was unavailable.
  
  To ensure Ms. ****** concerns were fully addressed, we have canceled her subscription and closed her account as requested. We also followed up via phone to confirm the cancellation and closure, and to ensure she was informed of the resolution. A confirmation email was sent to verify that the account has been closed and to extend continued support if needed.
  
  We sincerely appreciate the opportunity to assist you and hope to serve you again in the future. Should you have any further questions or need additional support, please dont hesitate to reach out.
  
  

  Customer Answer

  Date: 06/25/2025

  [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.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
   
  

• Initial Complaint

  Date:06/18/2025

  Type:Order 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.

  Would like to return the trial "try before you buy" but just like others have complained to BBB, no one will answer the phone or return my phone call as prompted by the answering service for an automatic call back. How can you return in 14 days if no one answers the phone. I do not think that this is a good company, unsure why there is a A+ rating. You cannot get a return shipping label unless you speak to someone which of course, they make sure you can't. They are real quick to put an entire product charge on your credit account even before the trial product arrives. Seems as though they are not letting their product speak for itself, but bullying people into purchasing their product because it can't be easily returned or cancelled. Please send me a return shipping label to my email and forget all of my information. I am in no way interested in Luminess.

  Business Response

  Date: 06/18/2025

  Thank you for taking the time to share your feedback regarding your experience with Luminess. We genuinely value every customer and are committed to ensuring that all concerns are heard and addressed with care.
  
  Upon reviewing your account, we can confirm that an order was placed on June 8, 2025, for our 14-day Trial Kit. The terms of the trial, including product details and associated costs, are outlined on our website to ensure full transparency at the time of purchase. Our website also provides multiple ways to contact our customer service team, along with our business hours, so customers can reach out at a time that works best for them.
  
  Our records show that Ms. ****** initially reached out via email to request return information. As part of our secure verification process, we requested that she call in so we could safely assist with her request. ********* called and then requested a callback for further assistance. She later connected with us via live chat, where our team was able to assist her with canceling the trial as requested. Shortly after, our system initiated the requested callback; however, the call was disconnected before an agent was able to speak with her.
  
  We also made a follow-up call to ensure everything had been resolved to her satisfaction and to address any remaining concerns, but were unable to reach her. A follow-up email was sent confirming the account closure and offering continued support if needed.
  
  We sincerely appreciate the opportunity to serve you and hope to have the chance to do so again in the future. If you have any further questions or need additional assistance, please dont hesitate to contact us.

• Initial Complaint

  Date:06/13/2025

  Type:Customer Service 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 deducted $153 from my checking account via ****** for a product I never ordered or rec'd , I have no idea how they even gained access to my checking acct via ****** as it was never linked . I filed a complaint with ****** , after their investigation , which of course goes through Luminess , they found it to be an authorized transaction . Makes sense - right ? Luminess isn't going to say it wasn't authorized . So then I call Luminess . They give me a song and a dance hoping I'd give up . They tell me to file a police report because they have to go through this this and that which is utter ******** . No one is authorized to take money out of anyone's debit card. Bottom line - the customer service people randomly target people to rip them off if I had to guess . I know how call centers operate .

  Business Response

  Date: 06/13/2025

  Thank you for taking the time to share your feedback regarding your experience with Luminess. We are committed to providing attentive and transparent support to every customer, and we take all concerns seriously.
  
  Upon review of the account, we confirmed that an order was placed on May 20, 2025, for our 14-day Trial Kit. The terms of the trial period, including product details and associated costs, are outlined on our website to ensure transparency at the time of purchase.
  
  On June 11, Ms. ******* submitted a dispute, which aligned with the end of her trial period. ********** then contacted us on June 13 after noticing the transaction, expressing concern as she did not recall placing an order with Luminess. During our conversation, we assured her that an investigation was already underway and provided clarity on the steps being taken to resolve the issue.
  
  To ensure Ms. ******** concerns were fully addressed, we escalated her case to our financial team. As a result, a full refund was issued and the case has been formally closed. We also followed up with a phone call to explain the resolution and confirm that her account has been closed. A follow-up email was sent to ensure she has a direct line of communication should any additional questions or concerns arise.
  
  We genuinely appreciate the opportunity to assist and are pleased we could provide a resolution. Our goal is always to ensure our customers feel supported and informed. If you have any additional questions or need further assistance, please dont hesitate to reach outwere here to help.

• Initial Complaint

  Date:06/06/2025

  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 signed up for a 7-day free trial and didnt like the item and contacted the business to return the item and cancel the free 7 day trail and no one sent me a return label. I contacted the business multiple times and it has never been corrected or fixed. Over a year later the business took a payment out of my account without my permission and has not tried to contact me at all nor call me. I called the business and they are saying there is nothing they can do since it has been over a year old order. That is my point the trail was placed in May of 2024 and a charge of $74.60 charged to my bank account today.

  Business Response

  Date: 06/09/2025

  Thank you for taking the time to share your feedback regarding your experience with Luminess. We genuinely value every opportunity to support our customers and ******************** any concerns with care and transparency.
  
  Upon reviewing your account, we confirmed that an order was placed on May 5th, 2024, for our 14-day Trial Kit. Our website outlines the details of the trial period, including associated costs, to ensure clarity at the time of purchase. Based on our records, the trial period concluded on May 25, 2024. During this time, two collection outreach attempts were made to notify Ms. ****** regarding failed transactions following the expiration of the trial. 
  
  On June 6th, our system successfully processed the outstanding transaction, which was followed by a dispute with ****** that placed a temporary hold on her account, limiting our ability to take further action until the dispute was resolved. That same day, Ms. ****** contacted us requesting a refund for the recent charge and was advised of her account status and the timeframe of the investigation process. Although Ms. ****** indicated that she had previously reached out, we were unable to locate any records of earlier communication on our end and continuing to review to ensure nothing was missed.
  
  Understanding Ms. ******** concerns, we escalated her case with our ******************** to ensure she was fully supported throughout the process. On June 9th after further reviewal, we responded to ******'s case and approved the refund for the disputed transaction. A follow-up call and email were sent to Ms. ****** as promised, confirming the resolution and offering continued assistance.
  
  At this time, Ms. ******* account has been closed. We appreciate her business and hope to have the opportunity to serve her again in the future. Should there be anything else we can clarify or assist with, please dont hesitate to reach out.

• Initial Complaint

  Date:06/03/2025

  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.

  Need assistance on refund for fraudulent charges from a company LUMINESS. Have tried to contact CEO and/or corporate office all numbers lead to same customer service center. Have already spoken to the center they are limited on their resolve.Since 7/31/24 until most recent 4/28/25 they have been removing funds from my account thru ****** I dont have a ****** account ???When I question the charges after being on hold for 30 minutes, and total time of call almost 50 minutes. They would not refund unapproved funds from before January 2025. They claimed they have a policy after so much time they cannot refund if they were not notified.I have never ordered nor received any packages. When I questioned there delivery location is was a PO Box I havent had in over 8 years. I thought of inquiring with PO box company, until I inquired with their customer service ***** that all packages were returned to the ********** my question is if they have the stock items returned and they keep the money, what happened to that money? CEO bonus? Company parties?? If they had items returned why ***** a refund granted then, It shouldnt matter if a customer calls them or not. How can they keep the items and the money?This is the question I am trying to get from the corporate office. To no avail, they seem to make it impossible to contact anyone other than custom service **** who have no authority to refund for the returned items or offer an explanation of where the funds are held or spent?If not only myself but how many others are being scammed the same I can only imagine how much money they are making of this.PLEASE help me resolve this, for myself and others.I appreciate your efforts in advance.************ cell

  Business Response

  Date: 06/04/2025

  Thank you for sharing your feedback regarding your experience with Luminess. Our priority is always to ensure our customers feel fully supported, and we appreciate the opportunity to review and address your concerns.
  
  Upon reviewing the account, we confirmed that an order was placed on July 31, 2024, for our 14-day Trial Kit, which included additional bundled items and enrollment in our Subscribe & Save program. We strive to maintain transparency on our website by clearly outlining the trial period, order details, and associated costs at the time of purchase.
  
  We did not find any record of prior outreach from Ms. ****** regarding these concerns until June 3, 2025, when she contacted us to inquire about charges she did not recognize. During that call, she mentioned that she had not authorized the charges or received the associated shipments, as they were delivered/unsuccessfully delivered to an old address and tied to a payment method she believed she did not use. In response, we promptly canceled the Subscribe & Save program and issued refunds for the transactions made within the last 6 months. Additionally, we requested a police report for documentation purposes on her account and to support submission for potential approval of a refund for an older transaction outside of the standard review window.
  
  During our conversation, Ms. ****** expressed understanding of our easy-pay options and confirmed she was satisfied with the resolution and the process of obtaining a police report for our records.
  
  We sincerely appreciate the opportunity to assist and value your continued trust in Luminess. If theres anything further we can clarify or support you with, please dont hesitate to reach out.

• Initial Complaint

  Date:06/02/2025

  Type:Billing 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.

  3/5/2025 payment error on recent transaction. 9.65 is past due on next installment. Payment error on spray brush kit. It was paid in full, they tried to keep billing my ****** and I stopped it as I only ordered the one item.

  Business Response

  Date: 06/03/2025

  Thank you for sharing your feedback regarding your experience with Luminess. Our priority is to ensure every customer feels fully supported, and we appreciate the opportunity to address your concerns.
  
  Upon reviewing the account, we confirmed that the order was placed on March 3, 2025, for our 14-day Trial Kit, with the optional shipping insurance selected at checkout. Please note that all relevant order details, including trial terms and associated costs, are clearly outlined on our website to ensure transparency at the time of purchase.
  
  We did not find any record of Ms. **** reaching out to our ************* team to seek assistance regarding the attempted charge. Despite this, we made multiple efforts to follow up directly and were unable to connect by phone and email. A follow-up email was sent, which provided clarification regarding the opted-in shipping insurance and included a full breakdown of the order.
  
  To ensure Ms. ****** concerns are fully resolved, we have proactively voided the shipping insurance charge from her installment, and her account has been marked as closed.
  
  We sincerely value your business and hope to have the opportunity to serve you again in the future. Should you need any further assistance or clarification, please dont hesitate to reach out.

  Customer Answer

  Date: 06/07/2025

  [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.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
   
  

• Initial Complaint

  Date:05/29/2025

  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.

  I have tried to cancel this subscription too many times to remember #****** Please report this company. I called 3 times and spoke to Employees who promised to stop the subscription and it still has not been done. I had to close my credit card to stop being billed for a product I cant use and they do not want me to return it either. I wrote on the emails and still no solution.

  Business Response

  Date: 05/29/2025

  Dear ****,
  
  Thank you for sharing your feedback regarding your experience with Luminess. We truly value your input, and our priority is always to ensure our customers feel fully supported when *********************** any concerns.
  
  Upon reviewing the account, we found that the order was placed on June 20, 2024, for our **************************************** which included an optional Subscribe & Save feature. At the time of purchase, all order details, including costs and terms and conditions, were outlined to ensure transparency.
  
  We noted that Ms. ********** initiated a live chat with us on October 8, 2024, to request cancellation. However, due to our inability to confirm the necessary order details and an inactivity in communication, the session was disconnected. Ms. ********** then reached out via email to cancel in both February and May of 2025; for security reasons, we advised her to contact us via phone or live chat to verify her identity and proceed with the request. While we do not have a record of a follow-up call, we understand this may have been due to timing or other circumstances and the matter is currently being looked into.
  
  As of today, we have successfully canceled her subscription. To ensure a positive experience, we also processed a refund for the two most recent subscription charges, totaling $86. Please allow 35 business days for the refund to appear on your card, depending on the financial institution. The account is now fully closed and no further charges will occur.
  
  We sincerely appreciate your business and hope to have the opportunity to serve you again in the future. If theres anything further we can assist with or clarify, please dont hesitate to reach out.

• Initial Complaint

  Date:05/27/2025

  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.

  The spray colour is to light for my skin. It does not cover my skin marks on my arms like it States it will! Not very happy with the product I ordered in April or May 2025! Ms. ***** *.

  Business Response

  Date: 05/28/2025

  Thank you for sharing your feedback regarding your experience with Luminess. We are committed to ensuring our customers feel fully supported and informed when addressing any concerns.
  
  Upon reviewing your account, we noted that your order for our 14-day Trial Kit was placed on May 13, 2025. Our website provides clear and transparent information regarding the trial period, order details, and associated costs at the time of purchase.
  
  We also see that Ms. ******** contacted us on May ****************************************************************** her order. During that call, we explained the preauthorization process in detail, removed the bundle charges, and extended a discount on her Subscribe & Save subscription, which Ms. ******** accepted. There were no further communications from Ms. ******** indicating additional concerns about the product.
  
  Following this, we contacted Ms.******** and placed her her one-time color match guarantee order as agreed upon, extended her trial period, and reviewed her trial dates and charge amounts with her to ensure full clarity. A follow-up email summarizing the support provided and her trial details was also sent for her reference.
  
  We truly value your business and hope to continue serving you. Should you have any further questions or require additional assistance, please dont hesitate to reach out.