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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:04/26/2024

    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 placed an order with the company on December 18, 2023 for four tees and three art prints. I then received a shipping email on January 31, 2024 that stated a “shipping label was created.” I sent them an email on March 8, 2024 for an update with no response to this day, and it is now April 25, 2024 as I’m writing this.

  • Initial Complaint

    Date:04/22/2024

    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 December 20, 2023 for stickers and prints for unlicensed items (***** ******). I knew it was the holidays and there may be delays but it has been 4 months. There has been no communication with order updates. A shipping label was created on January 31st, 2024 but that's it. The only reply I have received was on April 4th from ***** ******** saying they will ship it within 48 hours. The shop owner according to the ********* account in ****. Nothing has been shipped. No one is responding to comments, messages or emails. It does not take 4 months to print stickers. This is a scam.

  • Initial Complaint

    Date:04/02/2024

    Type:Delivery Issues
    Status:
    Resolved
    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 December 21, 2023. After waiting the 4-6 weeks per the website, I reached out due to not receiving tracking information when their social media indicated they sent it out. They sent tracking but several days later, there was no movement. I have emailed them multiple times since January 31 and received information that my items were picked up and should be in the mail, then when tracking didn’t update, I reached out again. They have given me excuses but no resolution and no timeline of when to expect items. Just excuses. They do not communicate within 1-4 business days per their website. This shop clearly has poor customer service skills. I received a code for money off, so I (naively) placed a second order and have yet to hear about that one either. This business does not care about its customers. There is only ONE way to communicate with the shop and the owner doesn’t even respond most of the time. Don’t waste your money, time, or sanity trying to deal with **** *** ******

    Customer Answer

    Date: 04/18/2024

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ******** and find that this resolution is satisfactory to me.

    Sincerely,

    ****** ****

  • Initial Complaint

    Date:03/28/2024

    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.
    Based on other complaints with the BBB, I am getting the same fake run around for Lumos that others have experienced. I placed an order on 11/26/23 when the order time was 4-6 weeks. I didn’t receive a shipping number until 1/8/24 and that was the last “productive” update I received. I got the same excuse that it was shipped but lost by the post office that other have received so clearly a lie unless the post office misplaced a huge amount of orders. If it is true I’d love to see the official complaint they made to the **** since it would be irresponsible as a business owner at this point not to as they lost a significant amount of their merchandise. Then I was told the printer was broken and apparently there is only one supplier in the world who can now fill the orders and they just fill orders at their own pace without providing updates to Lumos. I asked for where I am in the order and the person said they have no way to find out as they just answer emails. So the customer service does not talk with the owner, except the prior updates they provided were coming from the owner. Overall are a very deceitful company. They still offer all these products on their website that they apparently have closer to a 6 month - who knows when turnaround time. They offered a refund but I don’t want a refund, I want the product I paid for. I want them to prove they are actually making products instead of just taking peoples money for false promises. I want updates which unlike what they say are entirely possible to provide beside “they are working on the order.” Prove it. They do need to be investigated though because based on complaints to the BBB they have a history of the same run around without providing any proof that what they are saying is true.

  • Initial Complaint

    Date:02/14/2024

    Type:Delivery Issues
    Status:
    Resolved
    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 the Lumos and Luster website on December 6th, and still have not received my order. It is now February 13th. I have emailed multiple times now basically begging for updates and all I get is a dry response from someone who is not the owner. I have not been offered a solution but told several excuses like my order got lost and they ran out of shipping labels. Seeing other reviews on this shop made me realize how this is not new for them. They clearly have no customer service skills and not a care in the world that I gave them my money.

    Business Response

    Date: 02/28/2024

    Hi there,

    We refunded the customer and have closed the case via email. And were in contact with the customer.

    Thank you so much,

    ****

    Customer Answer

    Date: 02/29/2024


    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

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

  • Initial Complaint

    Date:02/12/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 ordered from this company on Dec 13th. I am writing this on Feb 9th. My item still hasnt shipped and when they reply to me emails about the status of my order, they are cryptic in their response with no resolution or ETA for when this item will ship.

  • Initial Complaint

    Date:02/08/2024

    Type:Delivery Issues
    Status:
    Unanswered
    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 originally placed my t-shirt order with Lumos and Luster on December 1, 2023. At the time, the shipping window was stated to be 4-6 weeks. I touched base at the fifth week, January 4, 2024, just to see if it was on track. An employee emailed back stating a shipping label had been created for my order and said that "tracking will probably be updating by next week." After waiting a week, with no tracking movement, I then emailed on January 18, 2024 asking about why there was no movement. I was then told, in a response email on January 22, 2024, that "tracking should be updated by the end of week" and that "we have handed your package off to the post office and we are just waiting for them to scan it in" and that there "might be a slight delay to the severe weather." I thought this was odd, because their company is listed out of Georgia and I was ordering to North Carolina, which hadn't gotten any bad weather. When my tracking number still didn't move, I emailed again on January 27, 2024. I think had to re-email on January 29 because there was no response. I was told on January 31 that "it should have updated by now, most of the orders surrounding your have scanned in" and that an employee was going to the post office to check. I emailed Feb 1 and then heard back on Feb 5 that their printer was broken and that they found a local printing company, which was contrary to what they originally told me. I then asked for a refund on Feb 5 and have not heard back. This feels like I have been duped, especially with the inconsistencies in their story. It's crazy to wait 10 weeks for a t-shirt.

  • Initial Complaint

    Date:01/16/2024

    Type:Delivery Issues
    Status:
    Resolved
    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 November 27th and it is now January 13th it has been 7 weeks. I contacted the owner to let them know of a very dishonest employee and the owner acknowledged the employment of the email responser but chose not to protect customers safety.. the business owner charged my bank account for an order and sent me a shipment email when in FACT has not been shipped at all. **** has no such item in its possession and is currently ghosting on ********* where the business page is located. Please help. I can prove this was done on purpose and with ill intentions due to the fact that many others have already received their orders. There needs to be an audit. Something I am currently processing.

    My personal bank account was charged $100 on November 27th. I still have not received my items for this order. It has now been 7 weeks. Please give me my items. The money is not the issue. The fraud and scam is! I want what I paid for.

    Business Response

    Date: 02/01/2024

    Hi,

    The issue has now been resolved with the party. All items have been received.

    Thank you!
    ****

    Customer Answer

    Date: 02/09/2024


    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

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

  • Initial Complaint

    Date:10/06/2023

    Type:Delivery Issues
    Status:
    Unanswered
    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.
    Date of purchase August 6th 2023 I have emailed the business twice was told order would be shipped. It has not I have tried to contact the owner and I keep getting replies by employees not the owner herself.

  • Initial Complaint

    Date:09/18/2023

    Type:Delivery Issues
    Status:
    Resolved
    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 July 3, 2023, I placed an online order for a tshirt and a coffee mug with Lumos and Luster. I was given order no ****** and my card was charged July 5. I heard nothing from them until July 27, when it said the order shipped. But still to this day, the order has not reached me. And **** states online with tracking that they are awaiting the package for shipment. I have been in contact multiple times with a ****** ******** regarding why I have yet to receive this, and I’ve even requested either my money returned back to my card or replacement items as one of the items is a gift. I needed the gift by now, so I’ve had to scramble for a back up plan on the gift. I have all the emails of correspondence saved. She stated a **** resent me the items this past Monday Sept 11, but when I requested the tracking number for the repeat items she never gave them to me because sometimes **** fails to get one if she sends a package off by hand. Whatever that means. However she told me that this new package should be at my house by Friday. But it’s Saturday the 16th and still not here. She also never volunteered to refund my money. And requested that if I ever do get the first package to return it back as an exchange, which is laughable because I was failed to be provided with a return shipping label and I surely will not be paying to ship that back on my own dime after the fiasco this has been. I’m just needing some help to either get a replacement of the items or to just get my money back!

    Customer Answer

    Date: 09/19/2023

    Hello!

    I filed a claim against Lumos and Luster and while they still did not honor the time I needed the items for my gift, with me ordering 2 months in advance, I did receive the package 2 days later. So I ended up getting the merchandise I paid for. Please retract the claim I filed.

    Thank you!

    ****** *****

Lumos & Luster is NOT a BBB Accredited Business.

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