My package was lost and immediately replaced by super helpful customer service. Impeccable support. Haven't used Lumin in years, but coming back to it after years with other brands that were overpriced and didn't do the job.
Date of experience: July 25, 2024
Reply from Lumin
Hi Rich,
We appreciate your feedback.
Our team here at Lumin is pleased to hear that our customer support team was able to assist accordingly and that your concern has been resolved. That’s great!
Thank you for including Lumin in your routine again. Please know that we’re here for your best look ever!
Absolute rip off! Nearly £7 for a free sample?! It’s not free, you pay for the samples in the postage price! Then automatically signed up for the monthly subscription which was about £58 for a small amount of moisturisers and facial cleanser! Scam!!!!!!
Date of experience: January 14, 2024
Reply from Lumin
Hi Matthew,
Thank you for leaving a review, and we're sorry to hear you had a negative experience.
We would like to clarify that the free trial promotion is available at no cost for the products themselves. However, there is a shipping fee associated with delivering the products to your address. This means that while the products are free, you will need to cover the cost of shipping.
Our free trial promotion enrolls our customers into a renewing subscription. The information is mentioned several times throughout the free trial checkout process for all customers before entering any shipping and payment information. The terms are also presented to our customers before having the ability to complete the free trial kit purchase. Our customers can cancel or delay their subscription anytime within 21 days of their free trial’s order date through their Lumin accounts or by contacting our support team via email.
We understand that some of our customers may overlook our renewal terms and their ability to delay, edit, and cancel a subscription prior to its scheduled renewal. In these cases, we would always be happy to issue a full refund on any unopened and unused full-sized orders that our customers choose to return in accordance with our Return Policy.
While our various free trial sets contain sample-size products, allowing our customers to try them within their 21-day trial, our subscription orders contain full-size products that should last for two months when their instructions are followed.
We want to make sure we can assist you accordingly and have reached out to you via Trustpilot to request additional information that will allow us to locate your Lumin account and inquiry. We await your response and look forward to assisting you.
I am 49 and have never taken care of my facial skin. It was always pretty good, but as I’ve aged, it had deteriorated. I wanted to see if I could improve it and tried a couple of brands, until I found Lumin. As I’ve consistently used Lumin, my facial skin has noticeably improved. I look better in photos too. I’m happier with my appearance and more confident. I’d definitely recommend Lumin to other guys.
Date of experience: July 22, 2024
Reply from Lumin
Hi Owen,
Thank you for taking the time to leave a review.
Our entire team at Lumin is thrilled to hear that you have enjoyed using our products and that your skin has improved. That's amazing!
Thank you for including Lumin in your routine. Please know that we’re here to give you the best look ever!
Can you please make the slightest effort in the world to correctly translate the website to french ? The current site is so badly translated. I cannot begin to fathom how this is actually possible in 2024. It is utterly ridiculous and shows your disrespect to your worldwide customers. It compromises the experience for a lot of people that won't be able to navigate the website and understand their subscriptions and such.. Been like that for years. Shame on you. Plus the prices are too high in my opinion and you use funnel tactics to push people to purchase. It seems to me that your primary goal is to generate as much cash flow as possible rather than bringing the most value to your customers...
Date of experience: July 20, 2024
Reply from Lumin
Hi Léo,
Thank you for taking the time to leave a review.
We are sorry to hear you had a negative experience. This is not the type of experience we want our customers to have, and we truly appreciate you bringing this issue to our attention. We will report this to our team to check the French translation of our website.
Regarding the prices, please note that we strive to offer affordable products while maintaining our commitment to cruelty-free, paraben-free, and dermatologically-tested products. We believe that maintaining product quality is important.
We take your feedback to heart and will work tirelessly to improve the customer experience for everyone. With that said, we apologize once again for any inconvenience you experienced, and we have forwarded your feedback to our customer experience team.
Terrible products - I've never encountered a face wash and eye cream that irritate my eyes. Sign up scam - automatic monthly subscription with free trial and difficult to cancel and return.
Date of experience: May 14, 2024
Reply from Lumin
Hello,
Thank you for taking the time to leave a review and we're sorry to hear you had a negative experience.
Our team is deeply sorry to hear that you are experiencing irritation from using our skincare products. Thank you for bringing this to our attention. At Lumin, we take this matter very seriously and we want to ensure that we fully understand your negative reaction. Please discontinue use of the products immediately.
Regarding our free trial promotion, please note that it is part of a renewing subscription offer. When new customers sign up for a free trial, our website displays the terms to inform them that if they choose not to cancel or extend their 21-day free trial, a subscription order will be automatically created and billed to their default payment method at the end of the trial period. Our customers can cancel or delay their subscription anytime within 21 days of their free trial’s order date through their Lumin accounts or by contacting our support team via email.
We want to make sure we can assist you accordingly and have reached out to you via Trustpilot to request additional information that will allow us to locate your Lumin account. We await your response and look forward to assisting you.
I have tried many products, and while some were decent, I wasn’t entirely satisfied. However, then I started using Luminskin. It is great, although the price is a bit high. Considering the quality of the product, though, it is acceptable. I have recommended it to my friends, and they are using it as well. Personally, I have subscribed to some of their products. I find it very interesting, and my favorite is the travel pack.
Date of experience: July 19, 2024
Reply from Lumin
Hi Wali,
Thank you for sharing your review.
We're delighted to hear that you're pleased with our skincare products. It's fantastic that you're satisfied with the quality and price ratio and that you have recommended them to your friends.
Thank you for including Lumin in your routine. Please know that we’re here for your best look ever!
I used to swear by lumin products and have used them for years. However the prices are outrageous now. £31.44 for a 50ml moisturiser delivered. The website makes it as difficult as possible to cancel your subscription, generally just a shiesty greedy company. Never again thanks.
Date of experience: July 18, 2024
Reply from Lumin
Hi Pete,
Thank you for providing us with feedback.
Here at Lumin, we are pleased to hear that you are happy with our products. However, we are sorry to hear that you are not satisfied with the prices. Please know that we are committed to maintaining high standards of quality and affordability, while also ensuring that our products are cruelty-free, paraben-free, and dermatologically tested.
We have made updates to some of our products and their packaging to enhance the overall user experience by making them more convenient to use and ensuring better hygiene.
Please note that our customers can cancel their subscriptions at any time through their account portal. We apologize that the cancellation process wasn’t as straightforward as you’d hoped for as a result. If you still need assistance with canceling an active subscription, feel free to chat with us on our Support Page (help.luminskin.com) or email us at support@luminskin.com. We truly appreciate your understanding!
We appreciate your feedback, and we will forward this to our team so we can continue to improve our products and the overall user experience for everyone.
Been a costumer for years everything went well until they changed the logo colors to yellow... Strange things begin to happen from raising product prices to product quality reduction. Also their support team is just unbothered by the issues you might have + they try to charge you again even after they have been told to remove all information from the base. Overall they went from good company to take it all, give less, come and go company.
Date of experience: July 01, 2024
Reply from Lumin
Hi Paul,
Thank you for leaving a review. We're very sorry for the unpleasant experience you had.
Our team here at Lumin is sorry to hear that you've not been pleased with the quality of our packaging and products since we rebranded them. We’re sorry to hear that, and we hope that the new Lumin grows on you soon. Please note that we still provide the same premium, high-quality products many of our customers have come to know and love.
We're also very sorry to hear that your experience with our customer support team has been unpleasant. Please know that our team is here for any concerns our customers may have and we apologize for not removing your personal information when you requested it. We apologize for not removing your personal information when you requested it.
To ensure that we can assist you accordingly, we've reached out to you directly via Trustpilot to request additional information that can help our team locate your Lumin account and inquiry. Thank you for your understanding!
The products are top notch. Everything I have tried, but especially the shampoo bar and the conditioner. The dark circle defense is my all time favorite as it provides the perfect level of hydration over night with out any lingering oily feel.
Date of experience: July 18, 2024
Reply from Lumin
Hi David,
Thank you for leaving a review. We really appreciate it!
Our entire team here at Lumin is very thrilled to hear that you're pleased with our products, especially with the shampoo bar, conditioner, and Dark Circle Defense Balm.
Thank you for choosing our products. Please know that we’re here for your best look ever!
I've been using Lumin's product for many years and let me tell you it's only the beginning! Products are awesome; subscriptions are very easy to manage and edit and the one time I had to talk to support, the person that assisted me was VERY VERY knowledgeable and insightful and took all the time I needed to explain and answer allllll of my multiple questions. We chatted for like 30 mins!
I couldn't recommend Lumin Skincare more!
Date of experience: July 16, 2024
Reply from Lumin
Hi Marcel-Olivier,
Thank you for leaving a review.
Here at Lumin, we're thrilled to hear that you're not only pleased with our products but also with the subscription and our customer support service. That's amazing!
Thank you for making Lumin a part of your routine. Cheers to looking and feeling great!
I love Lumin’s skincare products! Very high quality. Shipping is always fast, I’ve never had an issue. My only complaint is that I miss the old packaging. It’s SO HARD to get the last bit of moisturizer out of the container now.
Date of experience: July 19, 2024
Reply from Lumin
Hi Emma,
We appreciate you taking the time to leave a review.
Our entire team here at Lumin is very thrilled to hear that you're pleased with the products and shipping service. While we're happy that you like our skincare products, we're sorry that you don't like its new packaging.
We value your feedback and have shared it with our product team to help us continue to improve our products and their packaging. Please know that we’re here for your best look ever!
Just for transparency, I ordered a free trial and tried out the products. Was annoyed when I realised I had gone out of my trial period and they charged me £79.99. Contacted them to say as much and was told to cancel my subscription which I did. A day later after requesting a refund I received a sales message saying that I should sign up to a discounted subscription to which I promptly replied no citing that the product had damaged my skin and dried it out significantly. To my surprise I was asked for feedback on the product and to share pictures so that they could investigate it. Not only that, they refunded the trial fee and the new subscription cost back to me. I didn't have to chase for this, it just happened. I've effectively not remained a customer yet they have still gone above what is expected and I know of several companies of which I have bought products who do not provide the same level of service. So thanks for doing your job well. I know people's opinions are mixed but I genuinely had a positive (although the skin drying wasn't great) experience with this company.
Date of experience: July 12, 2024
Reply from Lumin
Hi Benjamin,
We appreciate the time you’ve taken to rate our products and customer support service.
We're very sorry that our products did not work well for on your skin and haven't met your expectations. However, we're glad that as soon as you contacted our customer support they provided you with assistance.
We're happy that you've had positive experiences with our customer support team. Providing excellent service is just as important to us as offering quality products, so we truly appreciate you acknowledging their efforts.
Please know that we’re here for your best look ever!
I recently switched my face care routine to Lumin products and not only did I notice a difference within days my skin now feels so good! I love the range and the products smell awesome! The dark circle corrector is top tier
Date of experience: July 16, 2024
Reply from Lumin
Hi Dale,
Thank you for leaving a review.
Our entire team here at Lumin is very thrilled to hear that you're pleased with our products, particularly with the Instant Dark Circle Corrector. It's amazing that you already have noticed improvements.
Thank you for including Lumin in your routine. Please know that we’re here for your best look ever!
I tested this year the Lumin products and liked them very much. They are easy to use, make your skin looks good and the customer service is reliable. Especially I liked the under-eye-cream that took my eyebags away.
Date of experience: July 16, 2024
Reply from Lumin
Hi Johannes,
Thanks for your feedback. We really appreciate it!
Our team here at Lumin is super thrilled to hear that you like our products, their effectiveness, and how easy they are to use.
Thank you for making Lumin a part of your routine. Cheers to looking and feeling great!
I’ve used Lumin for 4+ years now and I don’t trust any other products when it comes to my facial skin care regime. Not only are the products amazing but their team goes above and beyond. Every time I’ve submitted a support ticket, sent an email, or used the chat feature a team member has responded quicker than I’ve anticipated. They have gone above and beyond when it comes to customer support and I appreciate their efforts and products.
Date of experience: July 09, 2024
Reply from Lumin
Hi Vincent,
We appreciate your feedback.
Our entire team here at Lumin is very thrilled to hear that you have been enjoying using our products for 4 years now.
Thank you also for sharing your experience with our customer support team and pointing out our team members' efforts to resolve the concerns you had. Providing excellent service is just as important to us as offering high-quality products, so we truly appreciate you acknowledging their efforts.
Thank you for including Lumin in your routine. Please know that we’re here for your best look ever!
I am very pleased with my purchase. All the products are fantastic, the quality is amazing, and the results are phenomenal. Highly recommended!
Date of experience: July 20, 2024
Reply from Lumin
Hi Alexandre,
We appreciate the time you’ve taken to rate our products. It's awesome to know you're pleased with their effectiveness and would recommend them to others.
Thank you for including Lumin in your routine. Please know that we’re here for your best look ever!
like the product but the website / system make it really hard to unsubscribe . i was not able to do it through the site end. solution was to change card. thank you but please make the exiting of a subscription is accessible at all times any time.
how else can i fix this issue? who do i need to talk to ?
Date of experience: July 14, 2024
Reply from Lumin
Hi Isaiahs,
Thank you for leaving a review.
Kindly note that our customers may cancel their subscriptions via the Account Portal or by contacting the customer support team. We are sorry to hear that you found the cancellation not as straightforward as you expected it to be.
If you need further assistance, please chat with us on our Support Page (help.luminskin.com) or email us at support@luminskin.com and our customer support team would be glad to assist you and rectify this situation.
We truly appreciate your understanding! Please know that we’re here for your best look ever!
I requested a sample of your product through Instagram, and at no point during the process was it mentioned that I would be charged $69.17 for a new order a few days later. When I received an email confirming this unexpected order, I immediately contacted customer service to clarify that I did not place this order. Unfortunately, I was informed that once an order is confirmed, it cannot be canceled.
Adding to my frustration, I was told that I must return the product at my own expense because it is your policy. It is unacceptable to force customers to pay for returns, especially for an order they did not knowingly place. This practice seems deceptive and unfair, creating a negative experience that feels like a scam.
Moreover, the inability to cancel orders through my account and the requirement to go through a lengthy chat process is inconvenient and inefficient.
I strongly urge potential customers to reconsider engaging with this company due to these practices.
Date of experience: July 17, 2024
Reply from Lumin
Hi Francisco,
Thank you for leaving a review. We’re very sorry to hear you had a negative experience!
Our free trial promotion is part of a renewing subscription offer. When new customers sign up for a free trial, our website displays the terms to inform them that if they choose not to cancel or extend their 21-day free trial, a subscription order will be automatically created and billed to their default payment method at the end of the trial period. Our customers can cancel or delay their subscription anytime within 21 days of their free trial’s order date through their Lumin accounts or by contacting our support team via email.
You can also check out our free trial terms here: https://luminskin.zendesk.com/hc/en-us
When an order is placed in accordance with a scheduled renewal date for an active subscription, our warehouse teams work as quickly as possible in processing orders to ensure timely delivery of the orders. Because of this, we cannot guarantee cancellations or accommodate change requests for an order due to our logistics process.
We understand that some of our customers may overlook our renewal terms and their ability to delay, edit, and cancel a subscription prior to its scheduled renewal. In these cases, we would always be happy to issue a full refund on any unopened and unused full-sized orders that our customers choose to return in accordance with our Return Policy (https://help.luminskin.com/hc/en-us/articles/16157531460249-What-is-your-return-refund-policy).
We appreciate your feedback and have forwarded it to our teams in an effort to improve our communication and our customer’s experience continuously.
