Luminess Air Customer Service Issues

I have left my cell number with Customer Service multiple times, requesting a call back regarding my faulty airbrush. Despite assurances of help due to being a loyal customer, nobody has reached out. I spoke with Josh, who attempted to assist me over the phone without success. I asked for a replacement, but he abruptly ended the call. No follow-up has been made. I have spent a significant amount on makeup but can't use it due to the malfunctioning airbrush. Despite contacting last week, I still haven't received a Supervisor to address this ongoing issue since November [redacted]. I need urgent assistance with this prolonged problem that needs resolution. I have had smoother experiences with other companies in similar situations. Would appreciate your immediate help. Thank you, Brenda Hawkins.

Good Afternoon, I have contacted you multiple times regarding the issue with my account being charged three times for a product I returned as instructed. I was promised a refund for two of the charges due to following the customer care agent's instructions. However, I have been charged again even though I don't have the product. It's frustrating to feel deceived by a company's practices. Despite being told to contact customer care, the process has led to a loop of emails and unhelpful scripted responses. This experience has left me feeling frustrated. Regards, Judy G.

Subject: Unauthorized Charges and Product Issues I am writing to express my frustration as I noticed that my account was charged for a fourth payment without my consent by your company. In a previous communication with your representative, I clearly requested the removal of my account details from your records and expressed my dissatisfaction at not receiving the correct matte foundation in the color I had specified. I emphasized the importance of receiving the correct products before starting the trial period. It is unacceptable that my account was disregarded, and unauthorized charges were made without my knowledge. I have already taken steps to notify my bank about this situation, and they will be investigating this as potential fraud. I am requesting a refund for the charges of $42.94 on December 29th, [redacted], January 31st, [redacted], February 10th, [redacted], and today, February 28th, [redacted]. I explained to your representative that I am currently facing health issues and not working, making this financial inconvenience even more challenging for me. Despite promises made for a correct product delivery and an extended trial period, I have not received the correct items and instead experienced unauthorized charges and incorrect products being sent. I intended to pay for the products once I had the opportunity to try them during the trial period with the correct items. I urge you to refund the total amount of $[redacted].77 promptly and provide a return label for the products I received. Thank you, S. Togo

I returned a product to the company via FedEx on 02/13/[redacted]. Unfortunately, I misplaced the receipt. They are now refusing to refund me the $[redacted] they deducted from my account. The deductions started during a trial period when I called because the makeup sprayer wasn't working. I was instructed to remove the needle, which didn't resolve the issue. I called again to explain the problem, and they provided an AR number for the return. Despite this, they are now unwilling to issue a refund. Regards, J.S. Consider filing a complaint with the BBB.

I need assistance with returning a product I purchased that I am dissatisfied with. I was not aware of the charges I would incur for the airbrush machine and makeup product. After testing it, I realized it worsened my complexion and caused breakouts. I do not believe the machine is worth $59, especially considering the payments deducted from my account. I only authorized a payment of $19.99, but I was billed for additional amounts on 11/12 and 11/18. I am within the 30-day return window and would like to return the product promptly. I contacted customer service and was informed about obtaining a return number. I prefer to cease any further deductions from my account. If an email address is needed for follow-up, please do not reference this as a live chat.

I called last month to request no more makeup shipments as I haven't used what I already received. However, I see another charge on my account from your company yesterday. Please refrain from sending any more makeup. I was assured no further shipments would occur and was instructed to return the last package I received when I last called. I request an immediate reversal of the two recent charges of $39 each. Thank you. - Cherie Stelter, [redacted] W. Highland Blvd., Milwaukee, WI [redacted]

On November 20, [redacted], I was charged $19.95 for an order. I returned the item before the trial period, incurring a cost for two-day priority shipping with an RA number. On January 1, [redacted], I was charged $39.95 despite the return. I called six times to address this issue, but my account was not credited, and my account was not canceled. Finally, on January 4th, I was only credited $20.95. I am seeking the refund of the remaining $39.95 charged on January 1st, which I believe was fraudulent. I also want confirmation that my account has been permanently canceled.

I have a package that I paid for in full being delivered today to my ex-husband at our old address, where I no longer reside due to a restraining order. I moved out three days ago and now have my own one-bedroom apartment. I need the tracking number for the shipment. I spoke to the manager at the local UPS store, and he advised me to call back with the tracking number. He will then instruct the driver not to deliver to the incorrect address but to return the package to the UPS store. If I go there with a $5 fee and my ID, the package will be released to me. Please assist me by providing the tracking number. Thank you.

Hello, my name is Krista M. Radcliffe-Ramos. I recently purchased my first Luminess Air and am excited to use it. However, I am facing an issue where the shade [redacted] I picked does not match my complexion; it is too dark. I was informed that if the color does not match, Luminess will replace it at no extra cost. This would be greatly appreciated as a disabled single mother to a son with multiple handicaps. My son recently underwent foot casting and now needs additional bracing for his legs, adding to our financial strain. I cannot currently afford to buy a new bottle of makeup, so any assistance would be a blessing. Please contact me at [redacted] or [redacted] Thank you for your understanding and support. Respectfully, Krista M. Radcliffe-Ramos

Hello, I’m Kris and I’ve been a long-time admirer of Luminess Air. I recently purchased the airbrush foundation in shade [redacted], but it turned out way too dark for my ivory/nude skin tone. As a single mom raising a child with multiple disabilities on a limited income of $[redacted] a month, buying new shades is a challenge for me. I’ve been saving for years to treat myself to Luminess, but now I can’t afford additional shades due to my son's medical needs and frequent hospital visits. I'm embarrassed to ask for help, but I finally mustered the courage to reach out. If possible, I would like to exchange the dark shade for a more suitable one. I can provide photos and more details upon request. Please let me know how we can proceed. Thank you for your time and consideration. Respectfully, Kris.

I recently bought the Luminess Air for $19.99 with 4 payments of $24.00. I've wanted a Luminess for 10 years and finally got it. The issue is the color doesn't match my skin tone. I need a mix of [redacted] and the 2nd lightest color, fair. I only get $[redacted].00 a month and am a single parent raising a son with multiple disabilities. We have to move, and I'm still paying for his medical equipment. I can't afford extra charges. Please help me out as this is the first thing I've bought for myself in years.

I contacted Luminess months ago about my unit, but I'm unable to use it because the power cord is disconnected. Despite explaining this, Luminess is still trying to collect payments. They wouldn't take back the unused unit due to the time since I bought it. I'm currently recovering from COVID and relying on public aid. Luminess deducted $[redacted] from my Cash App today, money I borrowed from a family member for food. I can't work due to lingering COVID effects and can't afford these payments, especially since I haven't been able to use the product. I used it only a few times before the cord issue. I urgently need a refund, please help!

I have called numerous times since July [redacted] regarding a purchase I made for my daughter. It was $19.99 monthly for 3 months starting in September [redacted], but the charges continued until October [redacted]. I was promised a $[redacted] check, which I never received. I am owed well over that amount. I refuse to accept this, as someone is clearly not being honest. I am not done with this matter. Please do the math. I hope your company can address the issues with their employees. Times are tough, and I will seek justice. I am a 20-year retired U.S. Marine Corps member. Resolve your company's problem. I am waiting for a reply and my money in the form of a check.

I returned my Luminess Air system and tracked it. It was received by Luminess Air on October 27th, but I have not received my refund yet. I believe there has been sufficient time for my refund to be processed. I followed all return instructions correctly, including obtaining the RA number as advised. I am disappointed that despite the clear tracking information confirming the delivery, I have not received my refund. I have been attempting to contact customer service but have been unable to speak with a representative. I am in urgent need of the refunded amount as I am a widow on a limited budget. Kindly expedite the refund process for the four payments of $29.95 each, while you may keep the initial $29.95. I hope to resolve this issue promptly. Thank you for your attention to this matter.

I checked my recent order for the trial period, and it seems there was a mix-up. I only requested to supersize, but the order shows 2 foundations of one type and 1 of another. I didn't intend to order anything extra, so this has increased my bill unexpectedly. I simply want the Supersize trial for $19.99 with the upgrade. I am trying to sample the product to determine the color and type of foundation that suits me best. Please contact me promptly to resolve this issue. Thank you.

I recently received a package from Luminess which was missing the Breeze airbrush machine. Despite returning the entire package as instructed by customer service, I have not received confirmation that it was received. Now, I am being asked to return the Breeze airbrush, which I never received in the first place. My name is Brenda Dunton and you can reach me at [redacted] I urge you to review your records to verify that I did return the box, which did not contain the Breeze airbrush machine.

Hello, my name is Michelle. I bought one of your t-shirts around the 2nd of this month. I had to order another one, which I received yesterday. However, the first order never arrived. I tried to cancel the first order payment from my bank card but was unsuccessful. Can you please help me with this issue? Thank you.

I am frustrated with the service provided. In December, I contacted a representative to cancel my order due to product dissatisfaction. Despite explaining my issues with the device and makeup spray being too heavy, I was persuaded to keep it for another 30 days. The representative assured me no charges until January 22, [redacted], at $49.92. Despite attempting to use the product with instructional videos, the makeup application remains unsatisfactory. However, I was charged $56.82 on 1/14/[redacted] and $49.92 on 1/22/[redacted]. Despite multiple calls to [redacted], I have faced long waits or disconnections with unfulfilled return-call promises. Yesterday, after repeated calls to avoid the $49.92 charge, I was still charged. Despite being placed on hold, there was no callback, and I was charged $56.82. I seek a refund and wish to return the product.

I am frustrated with the services provided. I contacted a representative in December to cancel my order due to dissatisfaction with the product. Despite my feedback about difficulty using the device and the heavy make-up spray, the representative convinced me to keep the product for an additional 30 days. I was assured no charges would occur until January 22, [redacted], with the payment amount of 49.92. However, I was charged 56.82 on January 14, [redacted], and then 49.92 on January 22, [redacted]. Multiple attempts to contact 88-[redacted] since January 14, [redacted], have been unsuccessful, with long holds or disconnections during calls. Despite efforts to avoid further charges, I was charged again recently. Requests for callbacks went unfulfilled, resulting in another charge of 49.92. I am seeking a refund and am willing to return the product.

I'm experiencing an issue with my Luminess Air machine as the motor has suddenly stopped working. I was disappointed as I had already prepared the foundation and placed drops on the stylus, resulting in a waste. I opted for the electric-powered machine instead of the battery-operated one since the latter is less effective. I've tried calling 1-[redacted] multiple times, but haven't been able to reach anyone. I'm hoping that the Customer Service Department will return my call and help me with a replacement. Unfortunately, it's now after hours (6:30 PM EST), and Customer Service is closed. I wonder if they have a high volume of callers at this time causing delays in answering calls.