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2.7 191 Reviews

Luminess Air Complaints Summary

82 Resolved
109 Unresolved
Our verdict: Dealing with Luminess Air, which has an average resolution rate, requires some diligence. Research their service in depth and read a variety of customer reviews for a balanced view. Approach any customer service interactions with detailed and well-prepared queries to facilitate a better resolution process.
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Luminess Air reviews & complaints 191

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12:15 pm EDT
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Luminess Air - Luminesce

Order was returned, never even opened because of the nightmare I have heard about your company! It was refused yet you people keep trying to steal my money I've had to close my bank account and reopen a new one because of you my mortgage check bounced because of you! You have put my life through hell and I want it to stop! I ordered this makeup I refused...

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11:54 am EDT
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Luminess Air Payments

I bought the luminess air and don’t understand why each month I was paying 43 dollars plus 59 dollars and now it’s completely paid off in 4 months of the 59 dollars still don’t understand why I was being charged the extra 43 dollars for each month and they are still trying to take out the 43 dollars this would be 5 months of 43 and 4 months of 59 . I should be getting something for the months of the extra 43 I was charged and don’t even know what it was for.

Desired outcome: Money back if possible of the 43 dollars extra of each month paid. Because the 59 dollars was meant for the machine and that has been paid for.

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5:20 pm EDT
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Luminess Air Airbreese LB-100

This unit was a birthday gift. I had one of the older units and had a lot of trouble with it spitting so I stopped using it leaving me with several bottles of makeup. My friend bought me this unit and it works for only a few weeks and started turning itself on and off. Sometimes it would turn on but not go off and the only way to stop it was to plug it in. She contacted Luminess and they sent her a new one. Now here we are a few months later and it is doing the same thing. Today it is just flashing back and forth between red and purple light. LUMINESS SUPPORT WILL NOT discuss the issue with me because I was not the original purchaser. I do not want to have to involve by friend with this again... What do I do? I am ready to toss it and go back to Mary Kay. At least they stand behind their products...

Desired outcome: Replace unit with a new one that works.

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Update by Cyndi Nail
Aug 08, 2023 7:27 pm EDT

UPDATE: Got to talk to someone that was willing to send me a new unit and admitted there had been issues with some units. All is good now.

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10:10 am EDT
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Luminess Air Luminess airbrush system

Ordered this last of January 2023. the airbrush worked for a few weeks then would come on and spray, could not shut down. Called the company, replaced it and thought it was fine, worked maybe two weeks and one day my husband came in and said "that machine is coming on by itself". I could not get it to stop, kept spraying, this went on for a couple of hours. I put the sprayer outside and the next day thought recharging it would restore it. wouldn't charge. The second sprayer would not fit the first one's charger so i had to buy one for an Android phone to charge it. I feel this is such a big scam. so much money and now they won't replace the sprayer because i felt almost $300.00 for this sprayer and a couple bottles of makeup was too much. now i have the make up and no sprayer because i felt cheated and reversed the latest charge. It has been a nightmare.

Desired outcome: Give me my money back and they can have the makeup and worthless charger.

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2:58 pm EDT
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Luminess Air Breeze airbrush makeup and skin booster

Ordered on line for the 4 month $39.00 + shipping & handling cancel at any time. Granted 1 did get a couple of extra blushes, But didn't expect the extra charges I received. Original billing was for $42.38.
Then I was billed $70.57 for the last 3 months and sent non returnable packages in June & July for $52.97 each. The post office refused to return them.

When I called Luminess customer service I was told nothing could be cancelled or changed until all the July and August payments had cleared and only then could anything be changed or canceled.
So far I have paid $359.73 with an other payment or more coming later July and through August.

This is not what I agreed to and have yet to see a contract, statement or anything except automatic withdrawals from my account.
My bank has already notified me of low funds in my account and need this to stop

Desired outcome: Please stop further withdrawals and shipments of what ever they are sending me. (still unopened).

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5:30 pm EDT
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Luminess Air Luminess represenatives were no help. Instead of helping, they clouded my credit score for seven years.

Unauthorized charges to Banking account.

All I can say is that this company is a scam. They charge you but do not fullfill the order. They lie and steal money out of your financial account. I blocked them from taking any future payment untill they fullfilled their agreement. If you take this course of action, Luminess representatives will call non stop demanding money. When this company cannot extract funds, they turn to the collections process. So If I were you I would not use Luminess for your cosmetic needs.

Response To Luminess

Can you explain to everyone how it is that you will correct your mistake and fix the collections you had placed on my perfect, (until doing business with Luminess) credit report?

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7:14 pm EDT
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Luminess Air Order [protected]

Good afternoon,

I need to share my bad experience with Luminess customer service.

6/12/2022 - I placed an order over the phone for the Breeze Duo Airbrush System. I didn't receive every Item listed on the order confirmation. Example I did not receive a $25.00 Gift Card. I spoke to a Luminess Rep, service was good and I was satisfied.

After the breeze wasn't working properly and I had to go through the hassle of exchanging this.

11/27/2022 - I contacted Luminess Customer service, to share how disappointed I was that the price had gone down significantly on the Breeze since I got it. Luminess said it had been 6 months, which is not true, as I stated the dates above. The Rep finally promised to issue 2 Promo codes of $60.00/EA and I accepted.

I followed up with the Luminess team on my promo codes and I was told that those were not issued, that it was not possible. I explained it was promised to me and I had the transcript to prove this, but they didn't care. I waited a long time and spoke with very unprofessional reps about this, nobody cares. On 3/26/2023 I finally received an email from Luminess where they said here is a promo code for $50.00, which is so unfair, I was basically getting $70.00 less, than what originally was discussed and confirmed back to me.

I finally placed an order using the $50.00 just to get this over with on 5/1/2023. I have been following up on this order since then through chats and the Reps kept saying it should ship soon. Today I followed up again and I was told due to some reason they didn't even share they would have to cancel and refund my money, this is ridiculous. I spent hours putting this order together and was excited to receive my items. And better yet, I lost the $50.00 promo code that I had added to this order and spent hours on sorting out and Luminess couldn't even refund that or issue a new one, I already lost the $120.00 which was the originally amount.

I have spent hours on the phone with Luminess and through chats, all for nothing, outcome was 0!

I am extremely disappointed and I don't know what to say. I have never been treated so poorly or had such a bad customer service experience in my life.

I have automatic deliveries they also forgot to send me on the dates they were supposed to.

I am speechless.

Desired outcome: Refund on my Breeze that I paid $251.47 for and cancel my subscription. I will never go back to Luminess.

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Update by Unacceptable service
Jun 10, 2023 10:16 pm EDT

Nothing has been resolved. I am still waiting to speak with someone from Luminess.

Update by Unacceptable service
Jun 10, 2023 10:15 pm EDT

My complaint has not been resolved yet. I am still waiting for someone to call me back.

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1:23 pm EDT
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Luminess Air Luminess air brush system

In October of 2022 I received my trial shipment of the Luminess Air brush system. I tried it once and didn't like it. It does not cover anything as advertised in the commercial and I have decent skin. I called to return it and was offered

more product. I insisted on an RMA # and finally got one. However, at the end of the call the rep continued to advise me that I would still receive the product for the continuation of the autoship time? I received 2 more shipments which I never opened. I am still being billed and have no idea how to stop these liars.

You know they are dishonest when they don't even include a return slip in the package like most reputable companies.

Desired outcome: Please report them to the Consumer Fraud division.

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Stacey Montello
, US
Mar 27, 2023 2:19 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

Hello Besty

Luminess is actually doing the same thing as they did to you. I canceled my account and I canceled it within the 30 days and they’re still billing my PayPal they still trying to get money for me and they actually billed me three months after I disputed it with PayPal and got my money back. Luminess conveniently waited three months and then re-billed my PayPal account and I explained to PayPal like the first time that there was no place for me to remove my card. I couldn’t find anywhere on Luminess to remove my payment method. I told them this is the only company above the dealt with where I couldn’t remove my payment method and I also they didn’t even have any of my bills on there. They didn’t have anything that they charged me with anywhere I couldn’t find it so that’s what I’m talking about that they’re a total scam, so I totally understand you.

I had to cancel my PayPal card and order a new one. I am still waiting for my money back in order for me to get my money back from Luminess they said I had to remove my dispute against them with PayPal and PayPal to warn me that they would do that and they said I didn’t have to do that in order for them to get my money back. they’re a total scam. They were trying to get me for close to $500 for the whole system when I seen it on an imp a commercial for like 129 and that was it and I turned around and I said after one week that things stopped working on me. It seized up or something so I said I called them and they didn’t even tell me to send it back. They tried to still get me forward then they tried to get me to file a warranty for it too. So be careful because they will pull old bait and switch like they did to me. I’ll be coming an attorney and they still did this to me. Even after I told him I was in law school this is how arrogant they are beware customers

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Luminess Air
Stafford, US
Mar 28, 2023 4:13 pm EDT

Hi Stacey! We tried reaching out to you today and was unable to reach you. We want to ensure your account is taken care of to your satisfaction. Please reach out to us through Customer Service 888-793-7474 Mon-Fri 8:30am-5pmCST or email help@luminessair.com so we can assist you personally. -Delight Specialist Team Luminess

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1:29 pm EST
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Luminess Air Luminess foundation and subscription service

Recieved system on a trial basis. Tried to call and return. Luminess rep couldnt find my name. Called again on 01/29/23 to cancel subscription. Luminess Rep couldnt find my name until I spelled it out letter for letter, then continued to refer to me as someone else. (makes me wonder if I was ever charged under another account as well). My name is simple, and common, first and last. Luminess rep informed me that if I cancelled my account and auto ship for foundation then I needed to pay 200 plus dollars. Lumness would not take system back nor would they cancel. Rep. offered me 69-79.00 monthly payments until I pay for a machine that keeps clogging despite my best efforts and a a product that has limited color matching but promises color match. I'm willing to pay for this most recent auto ship of foundation (41.00) even though all of it is useless to me. However after that I will need to cancel. The product is useless to me as is the machine. I have used Luminess airbrush system in the past and thought that this time things would be better. They have pretty slick advertising as most scammers do I guess. I need to be free of my Luminess account entirely. To be fair I'm willing to accept next auto ship. Perhaps I can give the whole mess it to a womens shelter. I want to cancel my account and not owe 180-200.00 plus dollars please for a horrid system at best. These guys are scamming people.

Desired outcome: Please cancel my account.

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8:11 am EST
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Luminess Air Breeze duo

I bought this little makeup nachine 2 times, the first one just stopped charging and i called the company they said its a year and a half old we cant replace it, i bought the duo and now the same thing happened, it works and now all of a sudden it wont even charge, thats 400.00 i spent on 2, now im mad because i dont use this all the time, i use it once a week when i go out, i work at home and dont need it every day, befor i bought the chargeable one i had the original we had to plug into the wall, that one just stopped working after awhile, i follow all directions carefully on how to clean, use and store that one cost me 150.00, so i spent 550.00 on your products and they are junk, i will be going on amazon and purchasing a knock off.

Thank you

Fustrated

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8:35 am EST
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Luminess Air Airbrush machine

I purchased this machine for my mother years ago completely forgot about it just found out that I have a $300 balance for it on my credit report. It sucks because I tried to return this machine my mother never used it. She did not like it. And we still have it available to return but I can't contact anybody to return the machine because they say my account has been closed yet I'm still responsible for the balance of a product that we don't even want and we're just stuck with.

Desired outcome: I would like to return the product and get this balance off of my credit report.

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9:04 pm EST
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Luminess Air Luminess AirBrush

Ordered my Luminess in November for the free

30 day trial! Received it and watched all the videos! It was not easy for me therefore I called to cancel and was told it had to be sent back in the same box it came in! It was, and it was also cleaned before I sent it back along with all my free goods! Everything was just the way it was required but I received no credit from the company! I believe they are a scam! Do not order from them!

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3:44 pm EDT

Luminess Air Luminess Air - Any of their products

I have purchased 3 of these units from this company. Everyone of them stops working within weeks of receiving it.

I have never seen such a poorly constructed item in my life. You would think they would have fixed the issues when they introduced the new Breeze. But, it has the very same issues. The buttons lock up. It won't shut off. It won't turn on. It starts in the middle of the night while I'm sleeping.

This company is a rip off and I am demanding a complete refund for all 3.

But, I'm sure they will not honor that seeing they have no problem continually selling people junk.

Thank you,

Amy Guy

Desired outcome: I want full replacements!

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7:58 am EDT
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Luminess Air LUMINESSAIR...i ORDERED THE MAKEUP SYSTEM,by phone so I could makesure I was not on a monthly auto delivery .

I ordered the Luminess air makeup system by phone to make sure I was not put on an auto delivery system. They started billing my credit card monthly $40.87 and I never received any product. Once I got a a package of 2 .05 makeup vials. No paperwork inside. I called the company and was told it was a free sample and there was no charge...Not so. I was billed $19.95. They owe me about $400 that was charged to my credit card and no merchandise received. They tell me they have proof of delivery by their delivery company. Not possible. What am I to do?

Desired outcome: Please refund me for all charges except the original kit which I did order. All other charges are unauthorized.

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Groovy-Momma
, US
Sep 24, 2022 10:27 am EDT

Hi, You can do a chargeback with your credit or debit card. All you need to do it call the number on the back of the card and tell them you need to dispute the cahrges. Tell them you didn't realize they were charging your card because you never got the products. You can also do it from your account online. I hope this helps.

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8:40 pm EDT

Luminess Air LuminssAir

Ordered and recv'd Breeze for "trial" amount. Tried several times to use it and unit did not work the way it was advertised. Even went so far as to clean the unit and tried again. All I got back from my complaint to Luminss, and request to return the unit email was instructions to call them for a one on one, over-the-phone, "training session". The unit didn't work correctly. How is a training session supposed to correct that? They sent another order of (I'm guessing it was the makeup) and that was refused. They must have recv'd it back by now but have not refunded my $$$! They have charged my card again! I have attempted to call but get put on hold or in a sales pitch recording loop. I don't have time for that. How do I get them to stop?

Desired outcome: Refund for Items I returned and cancel all future shipments with no further charges.

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6:56 pm EDT

Luminess Air Spray Product

Saw ad in the middle of the night. seemed to be a Sprayer for $29.99. Well the comercial moves quickly so you dont see that it continuess payments for over $300 plus auto delivery every several weeks. A elderly person who has issues and cannot check computer regularly could be gouged for $1000's of doolars with knowing it. BAD. Definetly a SCAM to capture unknowing people as the elderly...

Desired outcome: STOP sending me BIlls. I've already spent 3X what it's worth.

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9:00 pm EDT

Luminess Air Complaint

I have been trying to cancel my association with Luminess Air since April of 2020. I was told that I could do so in May due to the type of subscription I had with this company. In May I talked to another one of your reps and still nothing was done so I sent two emails verifying my desire to IMMEDIATELY cancel any connection I may have had with Luminess. But on July 5, Luminess charged $20.25 and $1.00 to my Visa account.

My next step is to contact BBB for more information about other consumer organizations that protect consumers. Luminess needs to improve its customer relations.

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12:34 pm EDT
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Luminess Air Luminess make-up

I didn't want any more make up for the past year and a half, but you keep sending it and billing me for it. I ordered the airbrush for my wife and it's been nothing but a money pit ever since. I'm sorry I ever ordered it for her . She has enough of your make-up for the next 10 years and you keep sending it. my wife has called and written to you over the past year or so to stop sending it, to no avail. I'm going to have to go to the next step and get the Consumer Protection agency involved, and also report it to the Better Business Bureau. I don't know when the wife called you, but I wrote to you on March 5th 2022. I can verify this because I made a copy of the letter when I sent it., but it made no difference, as you kept on billing my credit card.

Desired outcome: Quit billing me for this product that she uses verry little of and reimburse me for what you've billed me for since March .

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8:40 pm EDT

Luminess Air Over charges and no return on my complaints charging my credit card with auto pay but I never agreed to this

These people act like we are idiots their product is mass produced and the end result is a defective product that doesn't last more than 3 weeks yet they have already pumped out so much money from my credit card it's ridiculous and illegal I never once said auto pay my bills to my credit card I want to see myself what I'm supposed to be paying for to make sure it's not a scam which in this case yes it is a huge scam!

Desired outcome: All my cash back on my credit card on file ending in 3117 and instructions on how I can return it.

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Update by Lippy7
Jun 26, 2022 7:59 pm EDT

When my breeze Air came in the mail I opened it up and the first thing I noticed was that it was off balance one of the bottom rubber pieces that makes it sit upright was missing and then when I tried it it wasn't working correctly you have to hold it in different directions all the time to get it to work correctly it was using up so much of the makeup that I just said forget it I don't want this so I emailed you guys and I have gotten charges on my credit card even though I emailed and told you guys that I didn't want this I needed to know how to send it back and I got no response from you I am sick and tired of this I want all my money returned on my credit card ending in 3117 I'm also going to inform the BBB if my complaint isn't taking care of in a timely fashion because I never said that you could auto pay on my credit card I never signed anything or said anything that that was all right for you to auto pay to my credit card I emailed you about this problem already weeks ago and now your doubling up payments and charging my credit card without my authorization! I also told you people that I wanted to return the eyelash kit because I actually thought that eyelashes came with it. Silly me! Please send me info on a return like I've already requested! This is so wrong I think I'll just have the BBB handle this with me!

Beth Martin

205 W E ST

Tehachapi CA

93561

lippy7of9@gmail.com

[protected]

MC ending in 3117

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6:07 pm EDT
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Luminess Air Cosmetics

I have been trying to get in touch with the company so that I can return the

the items. I have received no respond from this company. I only 30 days to return this item. I can not return if I am not able to get in touch with this.

I had a rather hard time to locate this company so. Have call and I was put on hold. Then I asked for a call back. I received this item on June 9th and had 30 days t return if I did not was to kept the.

Desired outcome: Please refund my money and an address where to return the product.

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