I usually don’t write reviews but this is an exception!
They will charge you for the subscription without your knowledge when you download the app. I tried to open a refund for the $35 charged since I looked in the app ONCE, (literally) , but apparently they do not refund anyone following the reasons:
Personal reasons (you don’t like the product, it did not meet your expectations, etc.)
Financial reasons (you did not expect that you will be charged, that the trial will be converted into a subscription, that the subscription will automatically renew, or that the services are paid, etc.
I’ve never seen something like that. Anyways, terrible!!
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Developer Response
Dear Valued Customer! Thank you for taking the time to share your concerns. We're sorry to hear that you've had a disappointing experience, and we appreciate the opportunity to address your feedback. We want to assure you that all charges within our app are applied with the explicit consent of our users. Our Terms and Conditions, including information about subscription charges and automatic renewals, are presented on the sales screen before any purchase is made. We understand the importance of transparency in this matter and strive to ensure our users are informed. If you have any issue with our app, please feel free to report the issue at customer.care@lumi.place. We look forward to your email. Have a wonderful day!I purchased a low price point product via third Instagram add. You cannot access this without downloading the App and 4 days later I have seen I have been charged over $70 Australian dollars for a monthly styling subscription I did not willingly purchase or consent to. This makes me so angry! I’ve requested a full refund and would warn any others to refrain from falling victim of the same trap. Being sold a product you are knowingly and willingly purchasing versus a company taking full advantage of having your card details and imposing products on you is totally unacceptable in my view!
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Developer Response
Dear Valued Customer! We sincerely apologize for any frustration you've experienced with your recent interaction with Lumi app. First and foremost, we want to assure you that all charges associated with our subscription services are applied with the customer's explicit consent. We understand your situation and regret any misunderstanding that may have occurred. We would like to clarify that our app operates on an opt-in basis. This means that customers have to actively sign up and confirm their subscription before any charges are applied. We do not impose products or charges on users without their consent. The subscription information and pricing details are provided during the sign-up process, and we make efforts to ensure clarity and transparency in these steps. We'll be happy to help here as well customer.care@lumi.place. We will continue to update and refine the app. We hope you will keep the app, and go on the journey with us!
This app makes it look like they are a clothing service like Stitch fix or something. It is not.
You go through all these steps thinking that it’s getting you to the point where you can put in your sizes and you pay the styling fee ($15 and $.99 for something else) You get all the way to the end and they want to schedule a time for a stylist to talk to you. That’s literally all the service is.
So I get through all of that and realize that it isn’t what I thought it was at all. I immediately email them for a refund seconds after downloading the app. They email me back and say that because I clicked on their user agreement that I don’t get a refund, because apparently it’s in the user agreement that they don’t issue refunds. Give me a break. You only need to put that in your user agreement if you know you’re trying to trick people into buying something that they don’t want. Scam scam scam is all I can say! Don’t fall for it!
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Developer Response
Dear Valued Customer! Thanks for bringing this up. We understand your concerns and would like to address them. Our intention is to provide a personalized styling experience to our users. We do acknowledge that the journey through our app might have led to misunderstandings, and for that, we apologize. We want to emphasize that the charges incurred, including the styling fee and any associated costs, are presented with your explicit consent. Our Terms and Conditions, which outline these charges and the nature of the service, are clearly displayed on the sales screen before any purchase is made. We take user transparency seriously and aim to provide all necessary information upfront. Your feedback is extremely valuable to us, and we appreciate you taking the time to bring these concerns to our attention. We are continuously working to improve our app and user experience, and your feedback will certainly help us in that process. If there's anything else we can assist you with, or if you have any further questions, please feel free to reach out at customer.care@lumi.place. We value your input and are committed to ensuring a positive experience for all our users. Enjoy your day!Immediately delete your subscription. I deleted within minutes of realising this edges on scam behaviour and just hope I don’t get charged for anything. They make you think you’ve paid .99c for a wardrobe plan…. Then the BS follows. I never received a plan and nothing in the app even works. I never agreed to a subscription. I just wanted a wardrobe plan as the ad from Instagram advertised. Businesses that operate like this need to be removed from Apple. STAY AWAY. And if the developers reply to me with their standard response…. You know you’ve been deceptive with how you’re advertising this app, so don’t say the terms were there and clear, they weren’t and you know it, that is a deliberate deceptive design.
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Developer Response
Dear Valued Customer! Thank you for taking the time to provide your feedback. We apologize for any frustration and confusion you encountered during your interaction with our app and subscription process. We understand how important a smooth and transparent user experience is, and we genuinely regret that we fell short in this instance. We want to address your concerns and provide some clarity about our subscription process and advertising approach. The subscription charges are indeed applied with the customer's consent and are based on the Terms and Conditions that are clearly presented on the sales screen before making a purchase. Our intention is to be transparent about the cost structure and ensure that users are fully informed before proceeding. If you have indeed canceled your subscription, you should not receive any additional charges moving forward. If you have any concerns about charges or account status, please don't hesitate to contact our customer support team at customer.care@lumi.place. We're here to assist you and address any issues you may have. Have a great day!
Terrible service, poor stylist advice taken straight from a generic library of outfits, noting personal at all, felt like I was talking to bot not a person. To add be careful with the cancellation, these cowboys trick you into thinking the process is complete when in fact you need to scroll to the bottom of a page and keep doing so for a few more pages to actually cancel. After your initial reasons for cancelling they take you to a page with THANKS FOR YOUR FEEBACK! On hold writing at the top of the page, alluding to the fact the process is complete, they then take money from your account and respond with generic responses when trying to access this. Hope App Store look into this as I’ve sent them full details of this deceiving app
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Developer Response
Dear Valued Customer! Thank you for reaching out to us with your feedback. We sincerely apologize for any inconvenience you've encountered, and we appreciate you taking the time to share your concerns with us. We understand that personalized and attentive service is of utmost importance, and we are committed to addressing the issues you've raised. Regarding stylist advice, we strive to provide unique and tailored suggestions to our users. It's disappointing to hear that you felt the advice was generic. We are continually working to enhance the personalization of our styling recommendations to better meet your preferences. Once again, we apologize for any frustration you've experienced. Please do not hesitate to contact our Customer Support at customer.care@lumi.place email address if you need assistance or instructions on how to cancel the subscription. We look forward to hearing from you at your earliest convenience. Cheers!
I clicked on thinking it was £1 to look/see what about but ended up being charged £40 which they took very quickly none of this three days as according to the helpdesk. So because I paid the money for a month, I gave it a try. It is either an automated response or whoever is sitting around the office jumps on and gives advice. The resultant suggestions link to a website that is ridiculously expensive. Overall a complete and utter rip-off and my advice is do not click on the advert in Facebook.
I have cancelled my subscription which I did with in 24 hours, and I am worried that money will be taken next month. A large amount of money to get absolutely useful from it.
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Developer Response
Dear Valued Customer! Thank you for reaching out to us regarding your experience with the Lumi app. We apologize for any confusion or inconvenience you've encountered. We understand the frustration you're feeling. We're sorry to hear that there was a misunderstanding regarding the pricing when you clicked on the advertisement. Our aim is to provide transparency and clarity when it comes to subscription costs. The charge you mentioned is related to the subscription fee for a month's access to Lumi's premium features and content. We appreciate you gave us a try🙌 It's important to us that our users feel they are getting value from their subscriptions. We appreciate your feedback about the suggestions provided and the linked website being expensive. We are constantly working to improve our recommendations and ensure they align with our users' preferences. For proper cancellation of your subscription, we recommend reaching out to our support team at customer.care@lumi.place. This will allow you to verify the status of your account cancellation. Thank you for considering Lumi, and we apologize again for any inconvenience you've experienced. We hope to have the opportunity to provide you with a better experience in the future.WATCH OUT, This app charges a $35 subscription fee without being transparent about it, the language is hidden in the terms section. I signed up for the app, paid the 0.99, and then didn’t even finish setting up my profile and noticed that I was being charged $35. After 24 hours the charges occur, but this subscription does not show up in your Apple subscription settings (Settings > Apple ID > Subscriptions) to cancel. When I brought this to the company’s attention they denied my refund even though I shared that I NEVER signed up for this subscription or even knew there was a monthly subscription charge with the app. Customer service ignored my refund request and was not helpful. BE CAREFUL BEFORE DOWNLOADING THIS APP AS YOU WILL BE CHARGED, it feels like a total scam!
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Developer Response
Dear Valued Customer! Thank you for sharing your feedback. We understand the concern over this. We regret to hear of these incidents and the reported poor level of support you received. We understand that you may have had concerns about the subscription fee that was charged to your account. We want to clarify that our app operates on a subscription-based model, and the terms and conditions, including the subscription fee, are clearly displayed on the sales screen before any purchase is made. We aim to provide all necessary information to our users so they can make informed decisions. As for your refund request, we're sorry to hear about the inconvenience you faced when seeking assistance from our customer service team. Our goal is to provide prompt and helpful support, and we're disappointed to hear that we fell short of meeting your expectations in this instance. Please provide your account details to our support team at customer.care@lumi.place. Our agents will investigate your case and provide a solution. We want to make sure we correct your unfortunate experience🙌This app costs $50/month. I signed up and agreed to pay $.99 for a wardrobe recommendation. Suddenly a $50 charge hit my account. I protested immediately (within an hour) and was told too bad. No refunds. But they would be nice enough to let me use the app for the full month I already paid for. This subscription is a scam. Careful what you agree to. These companies that bury automatic subscriptions into their illegible terms and conditions are slimy. The one session I scheduled with a stylist was wholly useless. It took 35 minutes to exchange about 4 messages and then I got style links with outfits that were sold out.
Totally corrupt company. Avoid at all costs.
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Developer Response
Dear Valued Customer! Thank you for bringing your concerns to our attention regarding your recent experience with Lumi. We're sorry to hear about your dissatisfaction. We value your feedback and want to address your concerns as transparently as possible. We'd like to clarify that the charges applied to your account were in accordance with the subscription agreement that you entered into upon signing up for our service. We understand that you agreed to a wardrobe recommendation for $.99, and we appreciate your understanding that charges are applied with your consent. It's important to note that the subscription details and pricing are presented, along with our Terms and Conditions, on the sales screen before a purchase is made. We apologize if you encountered any inconvenience with your stylist session. Our goal is to provide valuable and meaningful interactions, and we're disappointed to hear that this wasn't your experience. We understand that you are frustrated with the refund policy. However, as part of our commitment to ensuring our users have a positive experience, we do offer a full month of access to our app even if you choose to cancel your subscription. This is aimed at providing our users with the opportunity to explore the various features and resources our app offers during the subscription period. If there is anything we can do for you to correct your unfortunate experience, please let us know at customer.care@lumi.place. Our lovely customer care agents will definitely find ways to regain confidence in our app🙌I am obsessed with this app. I kind of expected it to be useless as I already feel like I have a good sense of style, but boy was I wrong. There are so many helpful tips no matter what experience you have styling yourself! It is completely suited for you. Completely. I am not just saying that because most apps will tell you they customize your experience for you but this one absolutely follows through on that. I don’t usually leave reviews but after only 20 minutes of having this app I am so glad I paid to get all these features. Trust me, it is worth it!
(I’m excited to get to the section of the app that talks about shopping on a budget, because boy o boy am I on a budget haha)
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Developer Response
Dear Valued Customer! Thank you so much for taking the time to share your wonderful experience with our fashion app! We are thrilled to hear that you've found our app to be a valuable resource for enhancing your sense of style. It's fantastic to know that the app's tips and features have proven useful to you, regardless of your existing styling knowledge. We've put a lot of effort into tailoring the app to suit individual preferences and needs, and we're delighted that you've noticed and appreciated this customization. If you have any further questions, need assistance, or would like to share more feedback, please don't hesitate to reach out to us at customer.care@lumi.place. Thank you again for your kind words, and we look forward to being a continued part of your style journey!
I don’t normally write reviews but like the other review feel it’s important to make people aware. It was not transparent or clearly disclosed that by getting the app I would be going on a trail and then charged a subscription ($35US/month). The only reason I got the app was because I was curious and purchased a guide from the website for about $2, upon purchasing it advised I had to get the app to view the guide. At no point did it advise of the subscription. It wasn’t until I was charged that I searched through the t&c’s where it stated it. But I did not agree to be put on a subscription. Not transparent at all. I have emailed to request a refund of the subscription.
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Developer Response
Dear Valued Customer! Thank you for reaching out to us and providing your feedback regarding your experience with our app. We apologize for any confusion you experienced regarding the subscription charges. At Lumi, we strive to ensure that our customers are aware of the terms and conditions associated with our app and any potential charges. Before making a purchase, the Terms and Conditions are displayed on the sales screen to provide you with all the necessary information. We aim to make these terms as clear and easily accessible as possible, so customers can make informed decisions. We also want to assure you that charges are applied with the customer's consent, as we understand the importance of ensuring that our users have full control over their subscriptions. Please get in touch with our support team at customer.care@lumi.place shortly, so we can assist you with the matter.
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