Complaints

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.

• Initial Complaint

  Date:07/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 bought a 3 pack of LUMI deodorant to be sent every 6 weeks. As a senior on a fixed income dealing with inflation has become more difficult. I sent an email to **** in an attempt to cancel the regular shipments of these products c I have never heard back from the company and I continue to receive regular shipments.

  Business Response

  Date: 07/17/2025

  Good Afternoon, 
  
  We were not able to locate any orders under the email address provided in this complaint, however, we were able to locate one with a similar emails address.  
  
  The subscription has been canceled and no future orders will be processed.  The last order in our system is from 6-23-25 and has been refunded in full. 
  
  Thank you! 
  Team Lume ~

• Initial Complaint

  Date:07/08/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 Lume on July 3rd. Their website offers discounts for customers who purchase in bulk. The discounts on bundled (2+ items) are significant enough to encourage bulk shopping. The entire website guides you as you work through it to consider replacing the single item in your cart with a bulk purchase. So, I reasoned, I could make this order and be set for quite some time for myself and family members. Lume, without any prior warning, canceled the order at the end of the day on Friday the 4th, closed my account, and wrote a bizarre unhinged email accusing me of being a reseller from their customer support team. I am not and I am really surprised as I am a loyal customer. It was very discouraging but they sell products that are difficult to acquire from other sellers at the same prices as their website. I wrote them a quick email Friday evening to explain that I'm definitely not a reseller and they still have not replied. It would be great if I could make an order through their website (but I'm leaving soon for a trip, which is also part of why I needed the order to begin with, and they're such divas at their customer support they cannot be bothered to return my email). It's quite a shame they have these sorts of people working in customer "support." They obviously don't work with people who spend $ regularly as the order wasn't so large to warrant this response. I would love to:have my account reinstated. Receive some sort of apology acknowledging that the way Lume customer support handled this was disrespectful. place the order or a modified order receive the order in a timely fashion receive a discount code or other form of consideration as this was quite rude to me (and my family) as a dedicated customer. ********************** also should consider changing its practices to be less hostile to its customers.

  Business Response

  Date: 07/17/2025

  Thank you for reaching out. 
  
  We've located the email correspondence and the attempted order. 
  
  Per our reply email, our system does automatically flag order with a cart size of over 40 items combined with a business shipping address.  Our Terms of Service was included with the email. 
  
  We apologize for any inconvenience. 
  
  Team Lume~

  Customer Answer

  Date: 07/21/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I am disabled.  Buying in bulk is crucial because I only have so much energy and ability to deal with package waste.  This is discrimination.

   

  also, the business claims I used a business address because I used my PERSONAL PO BOX.  In my town we dont have mail at addresses.  I sent the first successful order to my parents work address as a test order and they marked the thing in highly visibly marked packaging.  I was mortified especially as I had been out of town so it sat front row and center for days before it could be picked up for everyone to see my name with the lume logo on it.

   

  now to deal with their very abrupt uncompromising policy when I have myopathia and extreme tiredness and can barely deal with basic life tasks is insulting and then to explain it even more so.

   

  also- I have had this happen with a different company before and they just reversed the cancellation and reinstated my order (and NEVER canceled my account) after an order they flagged.

   

  Lume customer service is run by low level people who are very insensitive and unreasonablez

   

  I am also afraid to write this much because they seem immature and retaliatory and obviously know who I am.  They would love to portray me as a ***** rather than to take accountability for a bizarre and discriminatory policy that should have warnings and be responsive to individual customers.  Especially people with disabilities. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  **** *********
  
  
  
  
   
  

• Initial Complaint

  Date:07/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 lume for the first through ******, spending $25.18 on a two packaged order. I developed a red blistered raw rash on some of the most tenderest parts of my body. I think Ill be ok eventually. Im now keeping the area clean and avoiding the use of any further product on my skin whatsoever. Its truely disturbing to see how much damage occurred from just a couple applications. I applied it over the creases at the top of thighs and in between my buttocks. These areas became red, raw and inflamed , with small red blisters that began to bleed as started to clean off any residual product with warm soapy water.

  Business Response

  Date: 07/03/2025

  Hi *****, 

  Thanks for reaching out to us! We're sorry to hear you've experienced irritation while using our cream deodorant. While reactions to our products are uncommon, any product applied to the skin can sometimes highlight sensitivities to specific ingredients. If you'd like some additional guidance, we have a great article in our *********** that goes more in-depth on some of the reasons people may experience a rash along with suggestions to treat and prevent further irritation that you may find helpful: ***********************************************************************************
  
  We have issued you a full refund. You should see that reflected in your account within the next 10 business days. Please let us know if you have any additional questions. 

• Initial Complaint

  Date:05/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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've asked for a refund before the item was shipped. Denied. I've asked for the reason again and explained why. Again, before it was shipped, but it was ignored. Now it's been shipped, and I want an immediate refund. I can forward correspondence emails if needed.

  Business Response

  Date: 05/08/2025

  We are so sorry to hear about your experience. We pride ourselves on our quick processing time for fulfillment which is why once an order has been fulfilled in our system we are unable to cancel or make any changes to it. We can see that you have a subscription and were sent a reminder email and a reminder text 3 days prior (On May 2nd) to the charge/order with the option to make changes or cancel easily by responding but since no action was taken, the order processed as per your agreement. 
  
  We never wish for a customer to have a poor experience when purchasing products from us and have included a link to this policy on every page of our website as it's truly never our intention to mislead a customer.
  
  We are happy to process a refund for you with the return of your order under our free 60 day return policy. If you would like to proceed with a return, please follow the instructions in the email we sent to you so we can promptly issue a refund when the items are received back. 

  Our shipping and returns policy for your reference: ***********************************************************

  
  

• Initial Complaint

  Date:04/16/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  The LUME Whole Body Deodorant smells great but it just doesnt spray. Ive had it for several months but when I purchased it the spray was so thin and fine I just put it away. Tried to use it and no spray at all. Id like the money I paid for it

  Business Response

  Date: 04/16/2025

  Hi ******,
  
  We're really sorry to hear your Spray Deodorant isn't functioning correctly and we definitely want to get you taken care of! If you could please reach out to our **************** Team, we'd be happy to help. Our support team can be reached at: ********************************************************
  
  We look forward to helping you! 
  

• Initial Complaint

  Date:04/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 have used Lume deodorant for a few years. I originally bought it during the pandemic when I gained some weight and developed a belly fold. A friend recommended Lume for that area, so I gave it a try. Since it was quite expensive, I figured Id also use it on my underarms. The product claimed to offer 72-hour protection, so I assumed it would be fine to skip a day. Thats when things went downhillI started smelling like my 13-year-old self, the only time in my life Ive ever dealt with body odor.The advertising is completely misleading, and its honestly ridiculous. Lume may have been one of the first to innovate in this space, but now theres a lot more competition. Unlike a brand like Tide, which builds lifelong loyalty starting from a young age, Lume has completely lost me. I have no problem walking away from this awful experienceand the even worse smell.

  Business Response

  Date: 04/10/2025

  Our family of Whole Body Lume Deodorant products have clinically proven 72-hour odor control. Once you are "primed" with Lume and have achieved an odor-free interval of 24 hours or more, you can begin to experiment with how much and how often to apply Lume to fit into your lifestyle. While some people are able to skip applications even after showering, we recommend reapplying Lume each time you soap up your pits to maximize your odor-free interval. Everybody is different. You can find even more tips about maximizing odor control with Lume in our Getting Started Guide which can be found here ************************************************ but don't hesitate to let us know if you have any more questions! Our friendly customer support team is always here for you to help troubleshoot and get you on track with Lume and can be reached at ********************************* For any order placed within the last 60 days we do offer a free 60-day return policy which can be found here for your reference ****************************************************************************.
  

• Initial Complaint

  Date:03/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 lume deodorant spray and wipes from a retail store the product has issues the spray doesn't spray properly something is wrong with the sprayer it spills out not a spray like it should be and the wipes are clump up in the pack you can't take out one sheet at a time it's made with the cheapest paper to cost ***** in the retail store I've been buying these deodorants since 2020 I've spent a lot of money on these products to be disappointed by defects and the solids and creams deodorants do not work like they report them to be they don't keep you fresh as long as reported also their should be a real contact number a real person to talk to about this over price stuff .

  Business Response

  Date: 03/11/2025

  Thanks for reaching out! We're sorry to hear that you weren't totally satisfied with your Lume purchase. We don't have access to a retail store's point-of-sales system, so we don't have access to the purchase information or the funds from the transaction. This means that we aren't able to help with a return or refund of the product, but we'd really encourage you to reach out to their support team or return it to one of their stores as many retailers do have return policies that apply to body care products. 

• Initial Complaint

  Date:03/07/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 contacted lume about Order ********* and they would not provide a replacement for defective products even though their ads love to Brag about a satisfaction guarantee. They claim theres a limited Time window to report a problem but if these items were Purchased in advance as a gift that should not apply. Defective products are defective products and should be replaced.

  Business Response

  Date: 03/11/2025

  Hi ***, 

  We looked into this issue and can see that you order was from November 8th 2024. You wrote to us on March 1st, almost 4 months later, stating that the sprays did function properly but you stopped seeing odor control after several months of using them. We provided you with troubleshooting tips and support. We do offer a free 60 day return policy if a customer is not satisfied with their order for any reason. We never wish for a customer to have a poor experience when purchasing or returning products from us, but we do hope you can understand that we have a return policy in place that we abide by. We choose to post the return policy on every page of our website so a customer can make an informed decision before hey purchase and know the terms of the sale, as it's truly never our intention to mislead a customer. 
  

  Customer Answer

  Date: 03/11/2025

  I have determined that my complaint has NOT been resolved because:  I also mentioned that you should honor the replacement bc of it being a gift that was not immediately given to the person, so it has been less than 60 days.
  

  Business Response

  Date: 03/12/2025

  We are sorry that you weren't able to see the results you hoped for. The items are not defective, however, as results can vary based on a number of factors. We are happy to continue to trouble shoot with you through email to try to get you the results you are hoping for since your order is well outside of our return policy. Feel free to reach back out to us through your open tickets with our support team. We also see that we issued you a full refund on your most recent order which should post in your account within 10 business days. 

• Initial Complaint

  Date:03/05/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 this ********************** through my phone, the product doesn&#**;t work and was advertised 72 hr. hold stick. They have no customer service for disabled consumers to speak to I am not very good at computers for I am 70 years old. I would like a full refund $50.00 for the product that is falsely advertised. [ Taken indication by ******************** rep ****

  Business Response

  Date: 03/07/2025

  Hi *******,
  
  We are happy to help. Mando Deodorant has been clinically proven to provide 72-hour odor control, so wed love to share some of our recommendations for maximizing your odor control interval. When applying Mando, we recommend just a trace or pea-sized amount, extending the application area about 2 inches outside the area that bears hair.
  Mando works best when applied to clean, dry skin and we want to create a solid odor-prevention barrier when it's applied. Mando deodorant is clinically proven to provide 72 hours of odor control. Please continue to give it some time and let us know if you notice any improvements in the coming days! We've found that the more customers use the products, the more effective they are at preventing odor. Don't give up on Mando just yet!
  
  We located your email correspondence with our team and see you are referring to an order placed on **********. We also understand if you wish to explore return options so we have included the instructions to initiate a return below.
  Within your Amazon account:
  1. Go to "Orders" to display your recent orders. (To return a gift, see "Return a Gift.")
  
  2. Choose the order you wish to return and if it is eligible for a return, select "Return or Replace Items."
  
  3. Select an option from the "Why are you returning this?" menu.
  
  4. After you have selected your reason for return, choose how you would like your return processed by choosing a refund or a replacement, if applicable. (For items sold from an Amazon seller, you'll see "Submit Return Request." The ****** seller reviews return requests before issuing a refund or replacement. If you don't receive a response within two business days, you can submit an "A-to-Z Guarantee" claim. For more information, see "About A-to-Z Guarantee.")
  
  5. Select your preferred return method.
  
  6. Print your return label and return authorization. (Please note that each return label is assigned to a specific return. To make sure that you receive the correct refund, don't include items from multiple orders or shipments in the same box.)
  
  7. Add your return label (if applicable) and package your items for return. Pack your item securely following the instructions sent to you when you requested your return from the Returns Center.
  
  Let us know if you have any other questions!
  
  

• Initial Complaint

  Date:02/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Lume is set up so you CANNOT complain. Lume requires a text or email code to report an issue, even when logged into your own account. Then they never send it. Lume website provides one phone number, but notes no humans answer their phones and a response is not guaranteed. Ive encountered numerous Lume product issues. Spray nozzles are cheap and defective, so you only get to use about 10% of a $15 bottle of spray. I ordered six sprays during a promo and ALL of them are defective. Gave Lume benefit of the doubt and tried another order with creams instead of sprays. I ordered a six-set cream deodorant sampler. Two of the six contained a watery substance (nothing close to cream) and I had to throw them away immediately. One of them smelled like spoiled milk so I had to discard that too. Half the set went straight into the garbage due to Lumes poor quality. The inability to contact them directly has been exasperating. I just want to warn others not to waste their money on sub-par merchandise and zero customer service.

  Business Response

  Date: 02/20/2025

  Hi *******, 

  We are so sorry to hear that you are having issues with your products and additionally locating our contact information. This is not the type of experience we wish for any of our customers to have. Any time you need assistance, you can respond to any email from us or send ua a new email to ********************************* We take a lot of pride in our fast response time. We look forward to hearing from you and working on a resolution with you. You can also reach out to us by clicking on *********** at the bottom of our website and then scrolling down to the bottom and choose either Chat (live) or Text.