I should go ahead with legal action against this company. One thing is I order and after I change my mind but here wasn't even the case, or when an order been placed many hours ago what I would understand that they couldn't do anything but for me, that is to make the customer to get the products and to keep them instead do sending them back to not be a pain. No way I am going to pay for the return when I actually advised straight after the order has been placed. REALLY? For me, that's nonsense at all when I reported the situation straight after the order had been placed by them and on the email, it says that the products would be dispatched within 1 to 3 working days, that was not even 2 hours until someone came back to me, and said sorry we can't cancel your order because is automatically sent to the supplier but you can yes return it when you receive your products but they don't tell you on the email that you need to pay the return postage that won't be cheap sending from the UK to the Netherlands, especially creams. anyway I contacted straight the customer service, not even 10 minutes after the order been placed and they came back to me quickly but saying that they cant cancel the order once is automated order that is sent to the suppliers and nothing can be done. I did order some cream back in April the auto-renewal wasn't ticked at all so today in the afternoon I got an email saying thanks for your order and I was like what? I haven't gotten any email before saying that a renewal would happen (what they should advise the person) like whether the customer agrees or not to go ahead with the order. Products I have to admit they are good but their system not at all. We await your response and look forward to assisting you. We have reached out to you via Trustpilot to request additional information that will allow us to locate your Lumin account and inquiry. If you still need assistance canceling your subscription, we would be happy to help you. This is definitely not what we strive for, nor is it a standard that we wish to uphold. We apologize if the cancellation process wasn’t as straightforward as you’d hoped for as a result and if it made you feel as if we're trying to cheat our customers. Our teams work hard to continuously improve our offerings and customer experience and we'll forward your feedback about our cancelation process to our teams. Our customers may cancel their subscription anytime via the Account Portal or by contacting the customer support team. Please know that it generally takes several weeks to see noticeable changes on your skin, but we totally understand that skincare products work differently for everyone and we're sorry that our products did not work as you expected. Hi Felix, Thank you for leaving a review, and we're sorry to hear you had a negative experience.
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