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Lumos & Luster

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 20 total complaints in the last 3 years.
  • 10 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:11/18/2024

    Type:Delivery Issues
    Status:
    Unpursuable
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    This business had an end of the year sale and I purchased 4 items that totaled to $55. On 2/12 it said it shipped. Two weeks later I had still not received my order so I reached out. The business owner claimed on 2/24: “Thank you for reaching out. You order will be moving here soon, I apologize our *** printer broke in the process of us printing out this order group and we've been working to get them outsourced as quickly as possible. We have a print company working on them now for us and have been able to pick up groups of shirts everyday so yours will be moving as soon as we receive the box with your items! Thank you so much for your patience.” A few days later her email no longer existed, her website was gone and her ********* account had been deleted.

  • Initial Complaint

    Date:08/23/2024

    Type:Delivery Issues
    Status:
    Unpursuable
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I placed an order on 1/31/2024 for a sweatshirt and some other fandom related goods totaling about $130. I had emailed customer support asking for updates to which the reply was about a broken printer. The first email was on 3/20/24. I emailed a second time on 5/14/24 asking for an update, which they were unable to give. My order was canceled on 6/1/24 and stated my order was not yet refunded. I emailed support again on 6/5/24 asking why this was and did not receive a response. It’s currently 8/22/24 and there hasn’t been any sort of reply or refund. I sent a follow up email today inquiring about my refund and it bounced back because their email address is no longer in service. I am unable to find anything online about the shop closing and they’ve since gone and deleted their socials.

  • Initial Complaint

    Date:08/19/2024

    Type:Delivery Issues
    Status:
    Unpursuable
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I had ordered shirts from Lumos and Luster via their website on two previous occasions and never had an issue until this past order. On December 14, 2023, I put in an order for one sweatshirt and four t-shirts with the total coming out to $225.00. They warned of the 4-6 week turnover time, but that didn’t bother me. On January 31, 2024, I received an email from Lumos and Luster saying that a shipping label had been created for my order and that it’d be shipping soon. After two more months, I reached out to the company and asked about an ETA for my order. This was on March 3, 2024. A “***** ********” replied to my inquiry the very next day and said that their printer had broken and they were currently outsourcing with a supplier and the printing speeds were slow. I received an email from Lumos and Luster on March 7, 2024 that apologized for the delay and they gave me a discount code to use for when I made another purchase. I never heard another thing after that, and I even emailed “***** ********” again on July 1, 2024. No one has responded as of today, August 18, 2024.

  • Initial Complaint

    Date:08/19/2024

    Type:Delivery Issues
    Status:
    Unpursuable
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I placed an order with Lumos & Luster on 12/20/23 for $120 worth of shirts and stickers. I received an email saying I had a tracking number on 02/12/24. There were no updates to the tracking number so on 03/08/24 I emailed asking about order status and I got a response on 03/11/24 stating that their printer was down but they are working on getting the items out as soon as possible. By 05/25/24 I had not received any other communication, so emailed again asking the status. There was no response. I commented on the shops ********* on 05/28/24 and got a message back from the owner, ****, promising to respond the next day, which never happened. I got a seemingly generic email on 06/01/24 saying that there were family issues, along with a refund email. I never received my refund despite waiting more than the 10 business days and emailed about it for a last time on 06/20/24. I never got a response so filed a chargeback with my card company. It is now August and I have not heard anything back. The main shop ********* account has been deleted and the owner ****’s account has been scrubbed. One of the employees who emailed me on behalf of the shop, ***** ********, still posts regularly on ********* with no communication about these issues or lack of refunds given.

  • Initial Complaint

    Date:08/13/2024

    Type:Delivery Issues
    Status:
    Unpursuable
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I placed an tshirt order online on 1/9/2024 (order #*******). The order total was $40. On 2/25/24, I received an email that my order was on the way. On 4/4/24, I received an email from the company saying that there was an issue with the printers but that they had outsourced equipment and that my order would be shipped within 3-7 business days. Months later and my order still did not arrive. I tried to follow up via email on 6/14, 6/30 and 7/23 as I still hadn’t received my order. The last email I sent bounced back as undeliverable. I searched for the website and discovered the website had been taken down. I tried to reach out to the store’s ********* on 7/23 and a few days later saw that the account was deleted. I also tried to contact the store via direct message on ****** and have still not received a response.

  • Initial Complaint

    Date:06/28/2024

    Type:Delivery Issues
    Status:
    Unpursuable
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I made four separate online orders from Lumos & Luster on the following dates and charged for the following amounts: 12/05/2023 -$40.00, 12/10/2023- $100.00, 12/15/2023-$60.00, and $155.00. The business stated that delivery would be within 4-6 weeks. On 2/12/2024 and 2/13/2024, I received notifications that a label had been created for two of the orders. On 2/28/2024, those packages had zero movement so I emailed and asked for any updates they might have. I received a response that their printer had broken and they were looking to outsource the printing of these items. On 4/4/2024 I received an email saying they had found a new printer and that I would receive new tracking within 3-7 business days. No tracking or packages have been sent to me so on 6/12/2024 I emailed asking to receive an update on this. There has been no response to this email as of today 6/27/2024. At this point, I can only assume I was scammed out of $355.00 and have been too patient with a company that never had any intention of delivering any of the items purchased or no longer seeks to provide a resolution if the items could no longer be produced.

    Customer Answer

    Date: 07/16/2024

    Good morning,

     I received an email letting me know that the business Lumos & Luster has not yet reached out to address the complaint and it asked if they have reached out to me to resolve it yet. I am still waiting, they have NOT reached out to me to resolve this either. Thank you for your continued assistance with this.

    ******** ****

  • Initial Complaint

    Date:06/25/2024

    Type:Delivery Issues
    Status:
    Unpursuable
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I placed my order on January 4th, 2024. The order was the 2 shirts mystery bag and 5 stickers mystery bag for $45 including shipping. It was promised to be shipped in 4-6 weeks. On February 25 I got a shipping email but the usps tracking never updated because they never got the package. I check in via email with customer service on March 22 and they said the printer was down and they were out sourcing and working quickly to resolve the issue and move forward. I checked back in on June 9th and haven't heard anything. The website has been taken down. I would like a refund.

  • Initial Complaint

    Date:06/17/2024

    Type:Delivery Issues
    Status:
    Unpursuable
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    **Complaint Details:** **Incident Date:** - December 26, 2023 **Order Number:** - *******  **Incident Summary:** On December 26, 2023, I placed an order with Lumos and Luster totaling $57.50, using a $50 gift card and $7.50 on my credit card. The order consisted of three t-shirts. On February 12, 2024, I received a notification that my order was on its way and that a shipping label had been created. However, as of February 29, 2024, I still had not received my order. I contacted Lumos and Luster and received a response on March 4, 2024, explaining that their in-house printer had broken and they were outsourcing printing, causing delays. They offered a refund or the option to continue waiting. I chose to wait, but contacted the company again on April 9, 2024, due to the continued delay. On April 15, 2024, they responded, explaining further delays and issuing a partial refund of $7.50 to my credit card. They also promised to send the shirts free of charge once printed and provided a discount code for future purchases. **Outstanding Issues:** 1. The refund of $50 was issued to the gift card, which I had deleted because I had fully used it and did not anticipate needing it again after several months. Consequently, I have no access to the refunded amount. 2. Despite the company's promises, I have not received the shirts as of June 2024. 3. Multiple follow-up emails have gone unanswered, leaving me without the product or a usable refund. **Desired Resolution:** I request the following: 1. A replacement gift card for $50 or an alternative method to refund this amount. 2. Immediate shipment of the three t-shirts ordered, as initially promised. I appreciate your assistance in resolving this matter.

  • Initial Complaint

    Date:05/15/2024

    Type:Delivery Issues
    Status:
    Unpursuable
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On December 13, 2023, i placed an order that total $75 and haven’t received it and i have tried multiple times to email them but the email is non existent.

  • Initial Complaint

    Date:05/13/2024

    Type:Delivery Issues
    Status:
    Unpursuable
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I placed an order on 12/15/2023. The estimated time was 4-6 which is pretty normal for small independent businesses. They said that their printer stopped working and apparently it’s the hardest thing to find someone else to print? I reached out in March asking for an update and got the whole “it’s in with the new printer and should be shipping shortly”. On 4/4/2024, I received an email stating that u would be receiving an updated tracking code in the next 48 hours. That never came so I reached back out on 4/22/2024 to ask about it. I got no response. I reached back out on 5/1/2024 to ask for an update and have not gotten a response. Mind you they say you’ll have a response in 1-4 business days. I’m mostly just upset because I want my product that I paid for and I am not getting any updates on its whereabouts whatsoever. If I don’t hear anything back by the end of the month I’ll file a charge with my bank. I can understand your equipment breaking but update everyone accordingly. I would love to have the products I paid for.

Lumos & Luster is NOT a BBB Accredited Business.

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