Luna Skincare Skincare, Skin Care, Serum, moisturizer, Luna, Internet
I have had the same issues as the other two ladies that posted before me. I just got off the phone with customer service at Luna Skincare for the second day in a row.
My sister had told me that she ordered some new skin care, it was a serum online and had mentioned that all she had to pay was shipping which was 4.95 and they would ship you a trial of the product. Of course, I wanted to try a new skin care product and just have to pay shipping, Awesome! So, I went to the website and read the entire site, it explained about what the serum was proven to do etc. So, I went ahead and placed my order.
Two weeks later, I receive my skincare product, and I tried it several times. Well 2 days ago, my husband calls me and asks if I bought skincare for $89.00, I told him no. So I call our bank to find out about the charge. The lady at the bank asked if I had purchased any skincare online and I told her I didn't think so. She said, have you bought anything where you have had to pay for shipping only and they send you a trail of the product....and of course I started flipping out! The lady at the bank gave me the number that they had for that charge, she also told me to NEVER purchase anything like that again, they are scams.
Like the story of the lady before me, a lady answers the phone and asks for my zip code, then my mailing address and my email. I gave all of that too her and explain that I have a charge on my account of 89.00 and wanted to check why. She said that when I bought the trail that it locked me into a contract, or subscription where they were billing me every month. I told her that I was under the impressuion that if I paid the $4.95 shipping that I could try a trial of the skincare serum. She said that if I read the Terms and Conditions it explains it all there. I started laughing and told her I looked the website over and never saw anything like that or I would have NEVER bought the product. ( I just looked at the website again today and still can't find any Terms or Conditions anywhere) I told her that I wanted my $89.00 back immediately. She said she was sorry that she wasn't able to do that etc. I told her I was staying on the phone until this was resolved. I told her that this company was misleading the consumers and how horrible it was they that do this. I asked to speak to a manager twice and both times she put me on hold but said that the supervisor was unable to come to the phone. She finally said that she could offer me a 35% credit. So they offered me $31.48. I told her that was fine if she wanted to give me that credit but that I would be calling back to speak to a manger and get the rest of it. So we got off the phone.
I called back again today and spoke to another lady who asked me all the same questions, needing my zip code, address, etc. I told her why I was calling, explained what happened the previous day. She told me that she was sorry but that I agreed to the 35% credit yesterday and it was given and case was closed. I told her I wanted the rest of my money refunded and that I called back today to speak to a supervisor. She said they didnt have anyone there...I said Oh, all of you are there working and you have no manager over seeing any of you? She said well we do have a supervisor here but they are unable to come to the phone. The lady then said, well we have your call recorded from yesterday agreeing to take the 35% refund. I then said, well, if you have that recorded you will also hear me telling her she could give the refund to me if she wanted but I was still calling back to speak to a supervisor to get the rest of my money back. We argued and I told her that this company was a joke, a scam and was not upfront with the consumers, and that I would be going to every website I could to tell everyone what an ordeal this was...and even on Amazon because I see the product is sold there too. She put me on hold and came back and said that they could refund me $13.00....I started laughing and told her they were absoultely hilarious. I told her we could sit on the phone all day and she said that she didn't have time to that and I told her that was not my problem. So after some more arguing, she put me on hold and when she came back she offered to refund me 75%. So after that, I said fine and figured I would cut my losses. I ended up getting all my money back except 20.00. Trust me, I have learned my lesson! To be honest, not sure how good the actual product is, but I am complaining about what a scam all of this was and the rude, crazy customer service. Never heard of companies offering 35%, etc...Don't get suckered in.