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Luminess Air Comsmetics / not allowed to cancel

1 12002 Capricorn Dr.Stafford AND Houston, TX, United States Review updated:
Contact information:

If you should decide, in a moment of weakness, to try luminess, know that if you change your mind in the middle of ordering, you cannot cancel! Your order is taken by an automated voice and, no matter how many times you press "0," to reach a human being, or yell into the phone that you want to cancel your order, no one will respond because no one is there.

Should you call the company the next day, most likely you will get routed from department to department to departmen to department to department, also by an automated voice. Again, not allowing you to speak to a human being to cancel your order. — or even to press a button to do so.

By the third day, if you do finallly reach someone, most likely his or her english will be poor, heavily accented and very difficult to understand. When I told one of the luminess representative from india to please cancel my order, she replied: "business is slower on tuesdays and thursdays." what??? Also, be aware that what you read on their web site as their cancellation policy apparently really isn't. I was told they have a whole other policy for "trial periods" — one that I couldn't find anywhere on their web site. But, to my understanding, the one I couldn't see is the one that "really counts."

I also learned that you cannot refuse the package when it arrives. According to a rep from the southgate, mi, u. S. Postal service, the way luminess has it set-up, you have to pay the return postage plus luminess will charge you an additional fee of between $30.00 and $40.00 to cancel your order. If that's not enough, you cannot return the package via u. S. Postal service, you must drive to a fed-ex office. But not just any fed-ex office. It has to be a sub-station. And not just any sub-station. It has to be a ground sub-station, not an air sub-station, as I time-consumingly learned. Good luck finding one. The nearest one to my home was about 40 miles away. But, should you find the right sub-station and pay to return the package, it will be back on your doorstep within a a day or two. Why? Because, I was told, you cannot refuse to accept the package! So, there it was again, back on my front porch.

Should you decide to forego refusal of the package and send it — again at your expense (Another $12.00) — ia regular mail, you'll get it back again. Why? Because, I was later told, you have to have an authorization number (Good luck getting one of those) or luminess will return the package to you. How very convenient. They can refuse to accept the package, but you can't!

The rectangular white box is now back again. So
You call luminess and wade through all the various departments and people (Who will try extremely hard to sell you something else), then learn that you now have to open the box and put the authorization code on the packing slip inside, as well as on the outside of the package. If you don't do this, luminess will once again refuse to accept the package. The problem is, if you open the box, you could possibly be opening yourself to accusations and raiding of your bank account if the product is in any way damaged, if the package is opened and the airbrush machine damaged, you could be accused of breaking it and become liable for the over-$200 cost, plus the nearly $40.00 cancellation fee.

I was also told that if I "blogged" anything about the company, went on tv, commented in a newspaper (I'm a former reporter) or used any other public forum (Which I said I would do), they would keep my money. If I kept my mouth shut, they would "graciously" return $39.95 — but keep the $72.00. I was also told that if I did let the public know about their practices, that "the sword cuts two ways." does that sound like a threat to you?

I've had to cancel my credit/debit card at the bank, close my account, contact every company to which I had paid a bill or ordered something on-line to explain, file complaint papers with the texas attorney general's office, complete more papers for my bank's fraud department, and fill-out papers to, hopefully, get the $72.00 "trial period" fee and $39.95 cancellation fee back.

Even though I was on the phone with the automated voice for only 2-3 minutes, tried to cancel, and even hung up in hopes that the order hadn't gone through, the grasping, greedy hand of luminess refuses to loosen its hold on my money — which I truly need.

This company must be stopped.

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Comments

  • Bn
      23rd of Jul, 2009
    +3 Votes

    And I would like to add Once the cosmetic face painter arrives it works nothing like it shows on TV. It barley covers and when u finally get it to cover... You will surly need the body bronzer just too try and camouflage your body with the color of your new face. By the end You have a face full of "thin Porcelain looking skin' Yeah about two pounds of it! not to mention half of the makes up in already gone, the shimmery eye shadow is everywhere, You have a huge mess and then...??? u better not even dare began to "glisten" ladies! Because IF U DO?? Yup. Lines, make up on clothes (not to mention how much was already there from the application) and within seconds all the time you spent applying is in the wind.Then its clean up time, even though it comes off the skin easily with little perspiration its hell getting it off the bathroom sink. Okay so maybe I didn't like it? lets see how easy it will be to return I ask myself.Hmmm talk about stickler, I had to be on point with this return! make sure everything is absolutely clean, calling to cancel and get a reference number if you call within certain hrs barley missing since of course their not local silly? Than I had to write an essay on WHY I didn't like it and Why I am returning? With reference numbers put all over everything or "will not be accepted" along with My essay the paper work ( that I had to go to KINKO'S just to make copies of!) than labeling the return box is a joke. Did I mention I had to pay $30.00 for the return? and even though it was free I also was stuck with the $70 something dollar 1st month trial stocking/pulling??? what ever fee?? and even though I returned it on time...OOPS?? yeah the charged me for the 2nd month also making my account overdrawn in which caused all my other transactions to be overdrawn and lets not forget WAMU's, BOA, and all the other money sucking Banks in America lovely what I like to call the "Keep the barley making ends meet people broke FEES" $33 OD fee, $33 over account balance fee $33 reject fee ect...So now I have no bank account? And I was never credited the extra payment they took and even if I was I'd never get it b-cuzz My account is overdrawn and mysteriously abandoned? Pfft... go figure

  • Lu
      24th of May, 2012
    -2 Votes

    Please know that we are always here to help and our amazing customer service department can be reach at 1-888-793-7474 M-F 8:30-5:30 CST or by email at [email protected]
    Sincerely,
    Luminess Air

  • Da
      11th of May, 2018
    +1 Votes

    @LuminessAir The commercial shows that it covers like people out of the movies when I got it here it barely covered and I had to use so many drops to fill the hole that goes into the gun that it wasted almost a whole bottle then you guys proceeded to charge my boyfriend's bank account for the monthly fee of the makeup and I had already had the trial makeup which I didn't get in the beginning of when I got it shipped to me as well as you guys were taking $90 in two days for my boyfriend's account and you guys never stated that we would be renting it for the first initial $60 and you guys aren't taking it on the 16th of every month when you were supposed to add two weeks to the date that I actually got it which I couldn't use because the makeup wasn't even in there also I I expected to get the deluxe model because that's what we had ordered and originally we were supposed to get one and one free which we never even received originally so we had to reorder and thinking that we were going to get the deluxe model as well we got some trial starter version of the Luminess which completely pissed me off I had to wait over 2 weeks for the makeup to arrive after the machine was shipped to me I wasn't expecting to rent the machine for the first initial month not having it taken off the total cost $60 and then two additional payments of $49 and be done why would I want to order more makeup when I already have makeup because I had to wait over half a month to receive it the ones that came with the machine weren't even my color they were for someone that was of a darker complexion I am two shades off of the lightest shade I got stuff delivered to me that was for someone that was in the African American origin oh we really apologize for that man

  • Da
      11th of May, 2018
    +1 Votes

    @Daniel Wonser I wrote no I really apologize for that ma'am know you guys don't apologize for anything because you don't put the money back in anyone's account when you take it out for no reason what is this thing cost $1, 000 for something that's a hundred sixty bucks that's royally screwed up you guys are liars cheats scam artist and you shouldn't be allowed to get anyone's credit card ever I'm pissed I should get a free machine for my trouble and the deluxe version I'm telling everyone to get the one at Walmart for 40 bucks

  • Lu
      24th of Jun, 2012
    +1 Votes

    When I viewed the Luminess Air commercial three weeks ago, I believed that it will be the product that would end my search for a natural, light foundation that would cover minor facial imperfections. It was late at night when I placed my order to try the product for 30 days. The eager customer service rep kept suggesting all kinds of things that would help me save money in the long run if I was satisfied after the trial period. I kept telling her that I just wanted to try the product, but apparently, she didn't hear that. After giving the customer rep my information; phone, address, email, and credit card number, the order was placed but within seconds she informed me that the card was declined. I was puzzled and confused about the card declining; I had enough funds in the account to cover that purchase. I promised to check with my bank the next day and she agreed. I thanked her and terminated the call. That was it! I did not authorize the clerk to continue to run the order through till the credit card clear, neither did I agree on a $299 purchase! I just wanted to order the promotion package for $29.99. When she took it upon herself to process without permission, it created a hardship on my account resulting on bills not getting paid on time. I am an experienced online shopper, and usually when a purchase is made, the company sends an email explaining the item purchased and charges. The only email I received regarding my "supposed" purchase came from FedEx on June 13th, notifying me that the shipment was en route. I was angry, sad, and disappointed about the deceptive sale tactics your employees use to derive maximum sales on unsuspecting customers like me, and it makes me wonder if this is a common practice of Luminess Air. I checked to see if this company had any complains and I was horrified to learn that they have been scamming and stealing from customers, and misrepresenting their products for years through their phony infomercials. I returned the package unopened as instructed by one of their customer service rep, and tomorrow will cancel my credit card to ensure they don't continue to "help" themselves to my money.

  • Lu
      25th of Jun, 2012
    0 Votes

    We are very sorry to hear this. Please know that we are here to help at 1-888-793-7474 M-F 8:30-5:30 CST and will gladly assist you!
    Sincerely,
    Luminess Air

  • Ca
      2nd of Dec, 2017
    +2 Votes

    @LuminessAir Don't be ridiculous! That company is a fraud. You will eventually get caught. No crime goes unpunished.

  • Da
      11th of May, 2018
    +1 Votes

    @LuminessAir Yeah I called your customer service line just for a lady to keep telling me sorry about that man sorry about that man sorry about that man over and over talking over me which is the rudest customer service I have ever experienced in my life I want help with my product and the problems that it has created on my account as well why would I pay for $500 or at at Walmart that cost $40

  • Ep
      15th of Jan, 2019
    0 Votes

    @LuminessAir Your customer service department does not help. Will not give an address to return stuff. The only option we have is to cancel our cards, as you cause financial hardship and have false advertising. Your customer service made promises that my card would never be charged and yet you still keep charging. I have contacted BBB and a lawyer.

  • Ak
      15th of Jul, 2013
    +3 Votes

    I had a similar experience. I went online, filled in my shipping info and billing info on a Saturday night, but just as I was about to submit it, I changed my mind. Why should I place an order on a Saturday night as opposed to a Monday morning when they are going to send it Monday afternoon anyway? I close the window. End of story or so I thought... Sunday, I go to the mall for a shopping spree and return home to an email from Luminous Air stating that my credit card was declined!? What in the world!!! I didn't order anything from them, but they tried to charge my card. Be very careful! This company is not ethical. If you put personal information on their website, without supposedly submitting or finalizing, it is still considered submitted!! The good news for me is that I was planning on ordering tomorrow anyway, but FYI, this is how Luminess Air operates...

  • Ca
      2nd of Dec, 2017
    +1 Votes

    @Akp825 Yes, it is a shame!!!

  • Fr
      20th of Jan, 2017
    +2 Votes

    Please, please I am warning you now, do not order this product. They will continually charge you for this machine. My fee is now at $565.00!!! I tried to return this item repeatedly only to be greeted by rude representatives trying to get more money! This item is sold at a number of retail stores. Even Wallmart carries it. Go to a store that will give you a receipt. My credit has been tarnished by this company and has yet to be resolved. You really have no chance of ever returning it. I am very disappointed. What I thought was a trial period became a disaster.

  • Ca
      2nd of Dec, 2017
    +1 Votes

    @frankieGirl Cancel your credit card and open a new one. They will not be able to get the new number. This company is a scam, but they have not been caught yet. They eventually will.

  • Ep
      15th of Jan, 2019
    0 Votes

    @CarlaRose Yes this company is a scam. I finally had to close my bank account just to get them to stop. It's terrible they need to be stopped. Taking money from people without permission and you cannot cancel.

  • Ta
      8th of Aug, 2017
    +1 Votes

    I have tried to cancel my account but keep getting product from you! I am very angry and upset that you continue to send products that I don't want! I want my account cancelled immediately! The above complaints just prove how you are scamming your customers and don't feel any responsibility for your part in hurting your customers!!
    My name is : Tammy Harlow
    My email address is: [email protected]

    Please respond in a timely manner to my request for cancellation!

  • Ca
      2nd of Dec, 2017
    0 Votes

    @Tammy Harlow All you have to do is cancel your credit card. They will not be able to get the new number. That's what I had to do.

  • Te
      17th of Aug, 2017
    +1 Votes

    I agree with most comments...I, too, tried to cancel, and now end up paying too much for a piece of junk..I keep receiving bottles in the mail...I do not want these !!! please...Now I am looking for a way to cancel online as using the phone does not work.

  • Ju
      6th of Sep, 2017
    +1 Votes

    I agree with every comments and the product is not even good. do not buy it is not worth it plus very espencive. try to cancel twice and then they convince me to pay 9 dolls, every 4 months so I wont loose my insurance for the air sprayer, I agreed because THEY KEPT PUSHING.

  • Tm
      9th of Jan, 2018
    +2 Votes

    I eventually had to submit to my family lawyer. I tried multiple times to cancel order # 12276830 unsuccessfully. After recording our last conversation, and listening to the representative's excuses for not being able to cancel my account, I had to crack up in her ear. I guess they think they can keep getting away with this illegal practice. Luminess Air will be out of business soon and all of their cheated customers will rejoice. Who really has time to deal with this stupid company and their ridiculous customer service excuses. It should be considered for the next outrageously stupid funny SNL skit.

  • Ra
      21st of Mar, 2018
    +1 Votes

    I too have been taken by these scam artists & STILL AM NOT CANCELLED even though I sent in my system insuted it etc but its been months & they go sneak 40 out my account! Oh heck no they finally have got the WRONG consumer! I told her MY SMEAR GAME TOPS YOUR SCAM GAME & got a call from a manager but im STILL NOT CANCELLRD since they seem to receive NOTHING from anyone & now im waiting on a case with usps once i get this # ooohhh... I got yall WE ARE TAKING THEM DOWN! I cancelled my card today.

  • De
      9th of Apr, 2018
    0 Votes

    Please do not call the customer service line but instead call the Makeup Club Department @
    1-877-749-5777 after 8:30 am central time. A live human being will answer and will help take care of your account. After several attempts with the customer service line I became frustrated too. I went online to see if there was a cancellation area I could cancel my membership. None. After cancellation, you should receive an email notifying of your cancellation. I hope this helps with future women and customers in the future who purchased from luminess. -Devlin

  • Ib
      30th of May, 2018
    +1 Votes

    I advice people before you buy from Luminess-Air Please please read this reviews!! They are a SCAM!!! They LIE LIE and LIE. You get transfer from dept to dept and you never ever get a RA#. I will be reporting them to BBB and if necessary I will hire an attorney and maybe other people will submitt theirs too. I have not authorize this fraudulent fees to my CC and will do everything I can to let people know they are a scam!!! DO NOT BUY!!!Contact your BBB and file a report let's try to get this off the air and out of business. enough people have been ripped off.

  • To
      17th of Jul, 2018
    +1 Votes

    I am totally scared by reading these comments. I got my "30 day trial offer" today. The makeup bottle was damaged and there was makeup all over the inside of the box. In reading the Terms and Conditions on the packing slip (not on their website??), I realized I didn't want to be committed to receiving makeup every two months at a $39.95 charge. Who spends that much on foundation every month, month in and month out? I decided to return the package and followed the instructions to get an RA #. They were closed but their phone system says it can be done online, which I did do. Read the fine print, people! It clearly says on the packing slip that the "trial period" payment is non-refundable, so I am out the $39.95 (how did it even get up to this price when the offer said $19.95??) OK, I am resigned to the fact that I have to pay to return it and then probably won't get close to $50 back. There was a second charge to my card of $9.95, perhaps for shipping, but why did they have to place two separate charges? Never mind, what really worries me know is how all of you were not able to cancel and had to cancel your card. Just be careful to read all the fine print. Don't know if that will really preclude this from happening to anyone else because as others have stated, all the "conditions" were not spelled out upfront. The word needs to get out there; how can these people even be on TV? Oh, I took pictures of the damaged makeup bottle and didn't open anything except the outer box. I'm included the pictures in the box when I return it so they can see that it was damaged when I got it.

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