ComplaintsforLume

• Initial Complaint

  11/20/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  11/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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 response

  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

  10/29/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  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

  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

  09/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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. 

• Initial Complaint

  09/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have asked Lume and SP Lume to cancel my account on numerous occasions. I paid all charged amounts, even two after I supposedly closed my account. I called my bank and aske Lume stop charging my account. On April in August of 2024 I was once again charged for two additional order I did not request. This makes a total of (4) excessive charges Lume charged me. I emailed Lume and chatted and I was reassured 8 months ago that they could not locate anyone with my name, email or mailing address. yet I was charged two subsequent times. I had to literally close cards with Apple pay to ensure this does not happen again. Why should customers have to do this. I want a refund of these amounts $34.41 x 2 or $68.82.

  Business response

  09/05/2024

  We are so sorry to hear this. Upon searching, we are only able to find one email from you sent on 12/23/2023 asking to cancel an order in which we were unable because it had already processed but we shared our return policy information with you so you can take advantage of our free 60-Day return policy to obtain a refund. We do not see any further emails or any emails or attempts to cancel your ongoing subscription with us. A subscription can be modified or cancelled by logging into your account and clicking on "Subscriptions" on the left. From there, you can add products, swap products, **** orders or cancel items. We have gone ahead and cancelled your Lume subscription today so you will no longer be billed or receive orders under this account. If you wish to return any of the orders you did receive within the last 60 days, we encourage you to take advantage of our free 60-day return policy which can be found here for your reference ****************************************************************************. A refund will promptly be issued once we receive your return. 

• Initial Complaint

  09/04/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The product stated that it controls odor for up to 72 hours. The Lavendar Sage lasted about five hours. I had better results with the Tangerine scented deodorant. I felt so embarrassed today. A colleague noticed my odor.

  Business response

  09/05/2024

  We're sorry to hear your experience with Lavender Sage wasn't a better one.   Based on the picture you included, it appears the purchase was not from our website. So unfortunately we are not able to issue a refund, however, we are happy to send you a complimentary replacement in Clean Tangerine. You will receive a confirmation email shortly and a tracking number once your replacement ships. We appreciate you as a customer! 

  Customer response

  09/07/2024

  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

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The products said cover up to 72 hours and that wasn't true. I want refund. No contact number.

  Business response

  07/02/2024

  Hi *********, 

  We are so sorry to hear that you did not see the results you hoped for with Lume. We can see that we have been helping you via email with troubleshooting and that your order was placed at *******. For order placed directly through us we offer a free 60-Day return policy which can be found here **********************************************. Because your purchase was made at *******, we don't have any access to the order information to help with a refund or return. You'll need to go to your local ******* store or contact their support online for help. I am sure someone there will be happy to assist you. 

  Customer response

  07/03/2024

  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:

  [Your Answer Here]

   

   

   

   

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

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

• Initial Complaint

  06/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I sent an email regarding my issues with the product, which I purchased from a retailer. My complaint stated that I purchased the soft powder a few weeks ago and notice there is always alot of crust / product build up around the opening that comes back after every use even with cleaning of the bottle. Also, I mentioned there is a strong foul odor with baby powder mixed in. Could this be a bad product? The way it was sold in *******, anyone could have opened it prior to me buying it. I'm wondering why there aren't seals on the product.I was told that I need to wipe the top to avoid build up (which I said I already do in my complaint) and that the smell is due to chemicals that make the product work. **************** didn't care and tried to give me $5 off to buy the product again, which isn't cheap enough to possibly throw more money away. I told them I would prefer a refund and they told me to talk to the retailer, however, certain open products are non-refundable. I no longer have the receipt but can take a picture of the bottle as proof of purchase.

  Business response

  06/25/2024

  We are so sorry to hear about your experience with your purchase from ******** Unfortunately, since the item was purchased at ******* and not through our website, we do not have access to *******'s point-of-sales system and therefore do not have access to either the purchase information or the funds from the transaction. Because of this, we aren't able to help with a return or refund of the product, but we'd really encourage you to reach out to their support team or return it to one of their stores as they do offer 90-day returns on nearly everything one can purchase in their stores.

  Customer response

  06/26/2024

  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:

  [Your Answer Here]

   Walmart doesn't accept open and used products such as toiletries for health reasons. 

   

   

   

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

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

• Initial Complaint

  05/16/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Extremely invasive and annoying email ad for a deodorant on Yahoo. It is from Lume.com and *********************************** Both have virtually no option to unsubscribe or stop their super aggressive invasion of my privacy.

  Business response

  05/21/2024

  Thanks for reaching out to us! We searched our system and it looks like you are not subscribed to Lume's marketing email list under the email address
  **************************.  All marketing emails that come directly from Lume will show the email sender as ********************************.
  Were happy to pass this along to our Marketing Team and request that they ask the affiliate to remove your address from their marketing emails.

• Initial Complaint

  04/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  To whom it may concern:I hope this email finds you well. I am writing this email as an urgent request for your review of the chemical ***** acquired following the continued use of Lume deodorant.Please be advised that I reached out to the company on March 19, 2024 and was not met with a satisfying resolution. Attached below, you will see a progressive chemical burn darkening on my left underarm. I have been using this product over the past few months beginning in November (see order confirmation). Please note that I have solely been using the included Lume products in the underarm area daily. Being that baking soda is excluded from the list of ingredients, I would absolutely not expect the dark, itchy, flaky response to continued use of Lume. The company refunded me one deodorant of the 4 deodorants purchased. I am highly requesting an urgent review, explanation and solution of this unfortunate situation.Regretfully,*****************************

  Business response

  04/11/2024

  Good Morning, 
  
  Were so sorry your experience wasnt a better one! Reactions to both formulas of Lume Deodorant are very rare, but anytime we put a product on our skin it can reveal sensitivities to an ingredient.
  
  A full refund was issued on 3-21-24 as a courtesy, even though the order was outside of the return window. 
  
  ~Team Lume
  

*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. ↩