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          Lumination

          This business is NOT BBB Accredited.

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          Complaints

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          Complaint Details

          Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.

          Showing all complaints

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          Complaint Status
          Complaint Type

          • Initial Complaint

            08/31/2024

            Complaint Type:
            Service or Repair Issues
            Status:
            Answered
            This business is using bait and switch tactics online. They post a photo of a product online then ship a completely different product and refuse to take a return. Total scam artists! Avoid at all costs!

            Business response

            09/23/2024

            Hi, 

             

            Thank you for your message and we apologize for any issues. We're sorry to hear that an incorrect item was delivered. In order to return your item for a refund, please reach out to us at ******************************************************

             

            Thanks!

          • Initial Complaint

            07/09/2024

            Complaint Type:
            Delivery Issues
            Status:
            Answered
            Ordered an item online. Item was shipped to my home. Upon receipt of item I could see that it was packaged poorly. After opening the package I found the item inside was damaged. I have attempted to contact the seller twice now with no response. I am seeking a replacement or refund.

            Business response

            07/18/2024

            Hi, upon checking, weve responded to both your emails via *******. Please do us a favor and check your spam folders for responses. As this item was fulfilled by *******, **** granted them permission for a reshipment or refund. Please reach out to ******* directly. Thank you. 

            Customer response

            07/19/2024

            I am rejecting this response because:   After calling ******* directly I have been told the only way to get a refund is to go through my credit card company and file a dispute against the charge for this item. This does not seem correct to me, I guess at this point I am just going to eat the cost and accept the damaged item. 

          • Initial Complaint

            03/23/2022

            Complaint Type:
            Delivery Issues
            Status:
            Answered
            I ordered a bag on February 17,2022. I expected a smaller company to take longer. However, wishing 24 hours they notified me it was about to ship. I was excited as I placed the order over a month before I was gifting it to someone. On march 17 I realized it never updated. I reached out to USPS, who said they never received the item. I reached out to lumination and they responded within 24 hours offering a refund or replacement. I asked for a replacement as I still had 3 weeks. One week later, there has been no response. I actually got a notification that my package was delivered from lumination and to review the product. I reached out two more times asking for an update and no response. This service is horrible and I honestly think they are just hoping I'll go away and they can keep the profit of the bag and shipping, for which I paid a lot extra since my product was discounted.

            Business response

            06/01/2022

            Business Response /* (1000, 9, 2022/04/28) */ Hi *****, I'm sorry to hear about the experience you had with Lumination. Our number one priority is to tailor to our customers and provide the best experience we can. Upon checking, it does look like your original order was lost in transit via USPS. I do see that you did reach out to our support team, and we did issue you a replacement order on March 23rd, which was delivered on March 31st via UPS Ground. If you have any questions regarding your replacement order, please reach out to us at socials@lumination.us and we'd be more than happy to assist. Once again, on behalf of Lumination, I sincerely do apologize for the delay in getting your order delivered. Thank you!

          Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩

          BBB Rating & Accreditation

          A-

          This business is not BBB Accredited

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          Customer Reviews are not used in the calculation of BBB Rating

          Reasons for BBB Rating

          Contact Information

          5878 Bradley Court

          Frisco, TX 75035

          Get Directions
          (833) 257-0298

          Customer Complaints Summary

          3 total complaints in the last 3 years.

          2 complaints closed in the last 12 months.

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