Complaint Review: Luminess Air

Consumers beware, I subscribed to the Luminess Air emails and as a result recieved a special email to get a unit on sale, so I took advantage of it.  After trying the unit one time, I did not like the makeup as it made my skin feel dry, I did not open any of the other items in the box, only the unit and the makeup bottle.

I called to obtain a refund as all over their site they say 30 day money back guarantee.  They told me there are no refunds on special deals.  I said where does it say that on my order?  They said if I received a blue packing slip than my orders is not refundable.  I had to argue that this was fraudulent because their website says there is a 30 day money back guarantee and just because they send me a blue packing slip "after" my order, this does not tell me no refunds before I purchase the item.  So they said that the customer is responsible to read the terms and conditions and that guarantee only applies to certain units.  After further dispute and asking for a supervisor, they finally agreed to give me an RA number.  I cleaned the unit shined it up and repackaged it all in bubble wrap and orginal box.  I returned the unit and two eyeshadows that I did not open.  My entire order was 142.99 before tax. 

When my return went back on my card the amount was 98.09 so I called again to find out what happened, I figured they charged a restocking fee, but $44.90?  This was what I was told, she said I have pictures here that the unit was cracked and scratched and the DVD was scratched, so we charged $24.95 for that.  Then there is a $19.95 fee for the trial and a handling fee of $7.15.  That is $52.05, which didnt even add up to the amount they didnt refund, so I felt after putting me on a long hold that she went and tried to find out an explanation that didnt add up.

I told her that I realized she is just an employee, but they are ripping people off, first they dont honor the 30 day return or put it in small print that only certain units get that deal, then they crack or scratch your returned unit and charge you a ridiculous amount of fees that are also not disclosed.  Then the eyeshadows that I sent back were not refundable because they were on special.  Dont you think they should have told me that before I sent them back?

Long story short, I was able to scream my way into getting the $24.95 refunded for the cracked/scratched unit, but all in all, beware, they will try not to refund you, and if they do, you might as well keep the unit because you will lose out of $70 dollars or so between shipping it back and their trial, handling and whatever other fees they want to charge and you really cant do much about it.