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Business Profile

Wickless Candles

Luminara Worldwide LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Wickless Candles.

Complaints

This profile includes complaints for Luminara Worldwide LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

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Luminara Worldwide LLC has 2 locations, listed below.

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    • Luminara Worldwide LLC

      6423 City West Pkwy Eden Prairie, MN 55344-3246

    • Luminara Worldwide LLC

      10911 Valley View Rd Eden Prairie, MN 55344-3730

    Customer Complaints Summary

    • 7 total complaints in the last 3 years.
    • 2 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:01/16/2025

      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.
      Ive ordered from Luminara Worldwide LLC twice, and unfortunately, Ive had issues both times. During my first order, I mistakenly left out an item I intended to purchase. I realized this shortly after placing the order and immediately reached out to their customer service to request the additional items be added to my order. I was happy to pay the updated total and expected shipping to remain included. However, the representative informed me that they couldnt edit or adjust orders once they were placedeven though my items hadnt shipped yet. This policy seems like a flawed and unnecessarily rigid process.Because of this, I placed a second order to get the items I originally wanted. Unfortunately, that second order arrived missing items and with others damaged. I contacted customer service again, but this time, they completely ignored me. I sent four emails with no response before I finally had to file a claim with my credit card company. I cant even purchase the missing items now because they are out of stock and the missing volume makes my entire purchase unusable for the reason I ordered them. Overall, my experience with Luminara was incredibly disappointing. I ended up paying for shipping unnecessarily and still didnt receive all of the items I ordered. The lack of responsive customer service and inability to resolve basic order issues reflects poorly on the company. I cannot recommend ordering from them based on my experience.

    • Initial Complaint

      Date:12/09/2024

      Type:Product 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 purchased two Holiday Red flameless candles from Luminara. When I received them, they were not the Holiday Red as pictured with the description they had online. I decided to return them, so I filled out the return request and chose the only explanation I thought would be correct. I needed to send a picture of the candles (which I didn't understand since there wasn't anything wrong with them, with the exception of color), but I couldn't send a picture as required since my laptop only takes selfies. I emailed back and forth with Luminara about this (I have the emails) and finally decided to take a selfie and send that picture via email. Luminara accepted that and then I received an email stating that I did not have to return the candles and that my refund would be sent to me once it was processed.I waited several days and then sent an email inquiring about my refund. After a few days not hearing from anyone at Luminara, I inquired again about my refund, and after several emails back and forth, I was told they cancelled my return because I didn't give a good reason for returning the candles and I needed to return the candles. What???? No notice was given to me about any return cancellation. Then I learned I needed to return the candles and if I needed help submitting another return, they would submit my return for me and forward a label so I can return the candles. I accepted that and requested their help in submitting another return request since the system was not allowing me to do it again. I sent a few emails requesting their help with another return and requesting a label to return the candles. There have been numerous emails back and forth; now I'm not getting any response from Luminara with regard to returning the candles and getting the refund due me. Now I get the impression no one is going to help me with this. I need help in returning these candles and receiving my fund of $69.99 plus tax. It seems I am now being ignored.

      Business Response

      Date: 12/10/2024

      Dear ******,


      Thank you for bringing this matter to our attention, and we sincerely apologize for any inconvenience you experienced. Weve issued a full refund for your entire order to address the issues with your candles. You should receive a refund notification shortly, and the amount will reflect in your account within 35 business days, depending on your banks processing time.

      Customer Answer

      Date: 12/10/2024

       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.

    • Initial Complaint

      Date:03/22/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Company: L&L ************** LLC Product brand: Luminara Flameless Candle 13 Nov 2022; purchased two two-packs of 8" taper flameless candles from an authorized retailer of the Company's. The product has a 90 day warranty period.Late-Dec 2022; two of the flameless candles stopped working (would turn off very early in the 5 hour on cycle, or would not light at all)~4 Jan 2023; contacted the ************************** (via their website), no response until 11 Jan 2023 16 Jan 2023; Company provided troubleshooting suggestions, which did not resolve the issues.7 Mar 2023; as requested, provided pictures and video of products not working, as well as proof of purchase 8 Mar 2023; informed by Company that the warranty claim has been denied, despite initial reporting of problem was within the warranty period.Requested resolution: L&L ************** LLC (selling Luminara flameless candle products), replace two (2) faulty 8" taper flameless candles fully, or refund original purchase price.Basis: initially reported product issue well within the warranty period

      Business Response

      Date: 03/22/2023

      Luminara.com unfortunately does not have control of the return/replacement process for retailers, as each retailer has their own program. We won't be able to offer a refund if the purchase was not through one of our stores directly, as we did not process the purchase of the order.  If it was placed at our own retail website, then yes, we will be happy to offer a refund.  That being said, we would like to replace the product(s), regardless of where it was purchased, pending whether or not the product is still available, so you can enjoy Luminara candles in your home.  If the product is not available, then we will offer an alternative option.  Please reach out directly to ***************************************** reference 'BBB complaint #********' and mention '****' as the person handling this replacement.  If possible, please provide details of where the product was purchased and an order number - this will help us work with an partner on improving the return process for our loyal customers. Thank You for bringing this to our attention and look forward to helping you out. 

    Luminara Worldwide LLC is NOT a BBB Accredited Business.

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