Complaint Review: Lumera - Internet

Do not order from Dermanique or Lumera.  This is a scam.  There is fine print that is not easy to find which signs you up for a monthy subscription. The website(s) look very professional and legitamate, but don't be sucked in!

I signed up for a "free" trial (meaning I just had to pay shipping) with Dermanique.  It had a link to also add a "free" two week trial for Lumera Eye Serum.  Both direct sites for the free trial now say "Sold Out" and post an address and phone number for refunds and more information.  I did revisit the Lumera website and the free trial is still advertised there. Shame on me, but I did not read the "so called" fine print and because the direct sites are no longer viable, I cannot retrace my steps to see where I had overlooked this information.

I only came to realize that this was a monthly subscription by accident.  I did not feel the products were effective so I went online to research product reviews and that is when I came across another customer's fraud report regarding the monthly charges (which, btw, is over $87 just for the Lumera.)

I called the customer service number I had from one of the shipments.  The representative told me that because I had called withing the 30 day* timeframe, I would not receive any further shipments or charges.  What I did not realize at the time was I must have only contacted Dermanique (*why the representative reference a 30 day trial vs. the 14 day trial that I came to discover later, I don't know, that's why its confusing.)

I was under the impression that Dernanique and Lumera were two different products offered by the same company, probably because I added the additional product on the initial website I used to order the 1st item.  When I got another shipment of the Lumera Eye Serum, I sent it back "RTS" (return to sender) thinking it was a mistake by their company's shipping department.  It took me 2 months to realize (again, shame on me) that my debit card was being charged monthly to the tune of $87 EACH MONTH!.

 I immediately called the number my bank provided.  The representative greeted me then asked if I was calling for a refund.  I was surprised he had assumed this.  I said yes.  He proceeded to tell me that the notes in my account said "waiting for customer to call to issue refund".  Funny that this company can debit my account without my specific authorization, yet cannot manage to credit it?  Anyway, he said he would credit me $87, the price of the item I RTS'ed.  I told him uh, no...you've debited my account for 2 months.  Besides, I had called to cancel this monthly nonsense 28 days after my free trial so I shouldn't have been charged anything at all.  He told me there were no notes on my account that I had called.  He put me on hold to research his call records and there was no record of me calling from my cell phone which is the only phone I have.  I asked if there was any other number I would have called.  He said no.  I told him that was impossible and demanded to speak to a supervisor.

I moved on to supervisor Elizabeth #3149 who really sent me over the edge.  Here's what I learned.  Dermanique and Lumera are SISTER companies.  Apparently, I had only called Dermanique to cancel my shipments which is why Lumera kept charging me and sending me product.  I received no other shipments other than the one I sent back, but apparently there was an additional one to which Elizabeth happily pointed out was confirmed by UPS.  And because any other items previously sent to me were outside the 30 day return policy (30 day return policy, 14 day 'free' trial...again, small print that a consumer would have to actively seek out because it was not provided in a reasonable format... ) I was not entitled to any refund on previous shipments.  Fine, so I told her to give me a credit for the item I returned and I would deal with the other amout by disputing it through my bank.  Here's where it got really interesting....supervisor Elizabeth #3149 then told me she would credit my one item as a "settlement."  I asked her to define "settlement" to which she said "means I cannot dispute any other transactions."  I said "Hold on, crediting me for the item I returned which is back in your inventory to resell or do what you will has nothing to do with any other transaction that is up for debate."  She then told me that because I hadn't "RMA'ed" the item, she could either replace the item or refund it."  Again I told her to hold on and define her lingo...what was "RMA?  She told me it was "return merchandise authorization," meaning because I did not follow appropriate protocol to call for an RMA number, they were not obligated to refund me and insinuated that she would give me a refund with the stipulation that it would be a settlement.  She insisted on bombarding me with explanations as to why I was not entitled to any kind of refunds due to small print, violation of return procedure, etc... but to lump in that "settlement" term to my valid return was completely unethical.  Not satisfied with these expanations, I then asked to speak to someone above her.  You simply cannot.  They will not put you through to anyone other than their call center supervior.  This is further indication that this company essentially steals consumer's money through misrepresentation and rigid, unreasonable return policies.

This company does not abide to any reasonable customer service practices which is why this is a complete and utter scam. As a consumer, you are set up to be taken advantage of because most reasonable customers would not have to educate themselves to such an illogical degree in order to protect themselves.  And in retracing my steps for this complaint, I revisited the 2 free trial websites that say they are sold out, one for Lumera and one for Dermanique, and coincidentally, they both listed the same address and customer service phone number.  To tell me they are sister companies and not linked when it comes to returns is not only untrue, its criminal. Its very frustrating that consumers don't seem to have any recourse other than reporting them online.