Complaint Review: Luminous Brites

I signed up for this "free 14 day trial" offer, paying just for shipping and handling. When you sign up, it states NOTHING about continuous shipments. You give them your card number and you must click on the box stating that you've read their "terms and conditions". BEWARE - you cannot read their terms and conditions because there is no link to it.

A couple of weeks later, I received a small envelope with no invoice, instructions on returns, or anything re: the company itself. There was very little information. After another couple of week, I received another shipment, but this time there was a note that I have been charged $88.97 and to cancel call 866-360-1477 or at support@luminousbrites.com. When I called the number, a monotone unenthused man picked up stating that he has cancelled my account but I will have to email "billing" for the return process. I asked for the phone number but he indicated that email was the only form of communication.

I sent an email as he instructed and received a response the next day, only indicating that I was charged because I agreed to their "terms and agreement" for additional shipments if I didn't cancel within a certain timeframe and that I will no longer be charged since my account is now cancelled. The email never states HOW to send the product back for a refund, so I responded to this email asking this exact question. I never got a response. I did this for 3 days straight and absolutely no reply on the instructions for a return or refund.

On the second day, I called the 800 number again. Same guy picked up and I know this because his voice is very distinct. He continues to tell me that I have to email. On the third day, and still with no reply via email, I called the number again. The same guy picked up again! He tells me that I have to email, which I explained that I have already done so and received no response. He said to me "I see here that we've sent you an email on 11/5/2008" referring to the first email and I said "yes, the first email I got, but not the additional emails re: the address to send back the product". He decided to take me off course by saying "well then don't say you haven't received an email because you did" and I repeated myself to tell again, that I received THAT email but not the ones where I asked for a returns process. But before I could finish, he had hung up on me. I called back and said "can I just have the mailing address to send this back before you hang up on me again" He said "excuse me, that wasn't me" but it was him!!! With a voice like his, it's hard to disguise. and then he hung up on me again. All in all, i called back 3 times and he hung up on me 3 times. I still have not received a reply regarding returns or refunds.

Since then, I have googled the company and found many complaints, all very similar to mine. I have already filed with the BBB and www.ic3.gov (for internet scams) today and on Monday 11/11/2008 I will also file a police report locally so that they can send this report to Glendale, CA (where their office is supposedly located) and with the Federal Trade Commissions because they are selling/sending products across state line. I will get down to the bottom of this scam and I have learned my lesson.

Sou
Atlanta, Georgia
U.S.A.