Lumvelle Opiniões 41

Resposta da Lumvelle

Há 6 dias

Hi there,

We're sorry to hear about the confusion with your tracking, and we completely understand why that's alarming — receiving shipping confirmation emails while the tracking number shows no movement is a frustrating experience and not the standard we aim for.

Tracking numbers can sometimes take 24-48 hours to activate in the carrier's system after a shipping confirmation email goes out, so there can be a short delay before the tracking page reflects the actual shipment status. That said, if it has been longer than 48 hours and the tracking still shows no movement, that is absolutely something we want to investigate right away.

Please reach out to us at hello@lumvelle.com with your order number and we'll look into the status of your shipment immediately and give you a clear, honest update. We want to make sure your order reaches you and that you feel confident every step of the way.

Warm regards,
The Lumvelle Team

Resposta da Lumvelle

Há 6 dias

We're truly sorry about this experience — finding unexpected items on your order immediately after checkout is alarming, and we completely understand your frustration, especially after multiple unanswered emails.

What you're describing sounds like our post-checkout upsell flow may have added items without your clear consent, which is not how it should work and something we take very seriously.

Please email us at hello@lumvelle.com with your order number marked "URGENT" in the subject line and we will prioritize your case immediately — removing the unwanted items and issuing a refund for the milk thistle and cinnamon products you didn't agree to purchase.

We also sincerely apologize that your previous three emails went unanswered — that is unacceptable and we are looking into why those weren't picked up. You deserve a fast, clear resolution and we want to make this right.

Warm regards,
The Lumvelle Team

Resposta da Lumvelle

Há 6 dias

A real person is writing this, and I want to be straightforward with you.

We hear the frustration across these reviews, and we're not going to pretend everything has been perfect — it hasn't. We've seen complaints about unanswered emails, unexpected charges, and shipping confusion, and those are real issues we're actively working to fix. No customer should feel ignored or misled, and the fact that some have is something we own.

What I can tell you honestly is that Lumvelle is a real product that real customers have received and used. If you or anyone reading this has had a genuine issue with an order — an unexpected charge, a missing shipment, or anything else — please reach out to us directly at hello@lumvelle.com. We're committed to resolving every open case.

We know trust has to be earned back through actions, not words. We're working on it.

Warm regards,
The Lumvelle Team

Resposta da Lumvelle

19/06/2026

Hi there,

We're truly sorry to hear about this experience, and we understand why you're upset — an unexpected charge combined with no response from us is completely unacceptable, and we want to make this right.

We'd like to look into your order immediately. Could you please reach out to us directly at hello@lumvelle with your order number or the email/name used at checkout? We will investigate the extra charge right away and resolve it, including a refund if the charge was not authorized or clearly disclosed at checkout.

We also want to apologize that your previous message wasn't responded to in a timely manner — that falls short of the standard we hold ourselves to, and we're looking into what happened on our end so it doesn't happen again.

Please give us the chance to fix this for you. We take it seriously when a customer feels unheard.

Warm regards,
The Lumvelle Team

Resposta da Lumvelle

19/06/2026

Hi there,

We're very sorry to hear about this, and we understand how upsetting it is to feel that your bank details were used in a way you didn't agree to. We want to address this directly and help resolve it.

If you were enrolled in a subscription, this would have been disclosed as part of the checkout process — but we recognize that offer details aren't always clear, and we never want a customer to feel misled. We'd like the opportunity to review your order specifically and confirm exactly what you were signed up for and why.

Please contact us directly at hello@lumvelle.com with your order details (name, email, or order number) so we can look into this for you immediately, cancel any active subscription, and discuss a refund for the £88 charge.

We also want to note that we take any report to Meta or your bank seriously, and we're committed to resolving this transparently and quickly on our end. Please don't hesitate to reach out — we'd much rather make this right directly with you.

Warm regards,
The Lumvelle Team

Resposta da Lumvelle

19/06/2026

Hi there,

We're sorry to hear this, and we completely understand your frustration — if the upsell wording at checkout led you to add items you didn't intend to order, that's on us, and we'd like to help sort it out.

On shipping: orders typically ship within 2-3 business days, so any additional items included in your order should arrive alongside your original purchase around the same time.

If you did not want the extra items, please reach out to us directly at hello@lumvelle.com with your order number, and we'll look into a refund for the items you didn't intend to purchase. We also want to take a closer look at how that step in checkout is worded, since it should be clear and easy to decline.

Thank you for bringing this to our attention — we want every customer to feel confident about exactly what they're ordering.

Warm regards,
The Lumvelle Team

Resposta da Lumvelle

19/06/2026

Hi there,

We're sorry for the frustration and delay — we want to help you cancel this order right away.

Since your order was placed only a few hours ago, there is a strong chance we can still cancel it before it ships. Please email us immediately at hello@lumvelle.com with your order number (or the name and email used at checkout) and write "URGENT CANCELLATION" in the subject line so our team can prioritize it.

We sincerely apologize that your previous emails were not answered promptly — that is not the standard we hold ourselves to, and we are looking into why those messages weren't picked up sooner.

We want to resolve this quickly and directly with you, so please reach out right away and we will do everything we can to cancel your order and process your refund as fast as possible.

Warm regards,
The Lumvelle Team

Resposta da Lumvelle

18/06/2026

Hello,

Thank you for your feedback, and we are truly sorry for the experience you have had, we completely understand your concerns and want to address them directly.

Regarding the second item added to your order, we want to clarify that we never automatically add items, any additional product can only be included if selected during the checkout process. We are sorry if this was not clear at the time of purchase.

We are also sorry to hear about the delivery delay and that the courier has not yet picked up your package, this is not the experience we want for our customers.

We understand your concern about the PayPal checkout process. We want to reassure you that this is a standard PayPal authentication flow and not something specific or unusual to our website, but we appreciate you flagging it.

We would love the opportunity to resolve all of these concerns for you. Please send an email to hello@lumvelle.com with the subject line "TrustPilot Review" and your order details so our team can assist you right away.

Warm regards,
Lipovia Customer Support Team

Resposta da Lumvelle

18/06/2026

Hello,

We're very sorry you feel this way and would love to have more information on why you think you got scammed.

Please email us at hello@lumvelle.com with more information so we can further assist you and clarify any questions you may have.

Resposta da Lumvelle

18/06/2026

Hello,

Thank you for your feedback, and we are truly sorry for the experience you have had, we completely understand your frustration regarding the checkout process and the resulting charges.

We sincerely apologize if the checkout flow was confusing and led to multiple charges you did not intend to make. We never want our customers to feel tricked into purchases, and we take this feedback very seriously.

We are also truly sorry to hear about the overdraft fees this situation caused you. We understand $132 in charges plus $75 in overdraft fees is a significant financial burden and we want to help resolve this for you.

Regarding your order, we want to reassure you that any orders placed are being processed and shipped, you should receive tracking information once your package is on its way.

Please reach out to us at hello@lumvelle.com with the subject line "TrustPilot Review" and your order details, and our team will review the charges and work toward the best resolution for you as quickly as possible.

Warm regards,
Lumvelle Customer Support Team

Resposta da Lumvelle

18/06/2026

Hello,

Thank you for your feedback, and we are sorry to hear you feel this way.

We want to assure you that Lumvelle is a legitimate company and we genuinely care about resolving any issues our customers experience.

We would love the opportunity to understand your specific concerns and make things right for you. Please reach out to us at hello@lumvelle.com with the subject line "TrustPilot Review" and your order details and our team will be happy to assist you personally.

Warm regards,
Lumvelle Customer Support Team

Resposta da Lumvelle

14/06/2026

Hello,

Thank you for reaching out and explaining your concerns. We completely understand your frustration and appreciate the opportunity to clarify.

We’d like to reassure you that we do not automatically add items or upgrade shipping to any order. Any additional items (such as add-ons) or expedited shipping options can only be added if they are selected during checkout. It’s possible that these options may have been selected unintentionally while placing the order, which can happen, especially on mobile devices.

Please email us to hello@lumvelle.com so we can get this sorter for you.

Resposta da Lumvelle

14/06/2026

Hello,

Thank you for reaching out and explaining your concerns. We completely understand your frustration and appreciate the opportunity to clarify.

We’d like to reassure you that we do not automatically add items or upgrade shipping to any order. Any additional items (such as add-ons) or expedited shipping options can only be added if they are selected during checkout. It’s possible that these options may have been selected unintentionally while placing the order, which can happen, especially on mobile devices.

Please email us to hello@lumvelle.com so we can get this sorter for you.

Resposta da Lumvelle

14/06/2026

Hi there,

Thank you for taking the time to share your thoughts — we genuinely appreciate feedback, even when it's critical.

We do want to respectfully address a few things. Lumvelle is a real, legitimate brand with real customers who have experienced real results. Our formula is made with wild-harvested, natural herbal ingredients, produced in a GMP-certified facility, and backed by third-party lab testing for purity and quality. Every order is also protected by a 60-day money-back guarantee — something no scam operation would offer.

We understand that skepticism is healthy, especially online, and we never want anyone to feel pressured into a purchase. That's exactly why we stand behind our product with a full satisfaction guarantee — so customers can try it completely risk-free.

If you ever have a genuine concern about an order or experience, our customer support team is always available and happy to make things right. We'd hate for misinformation to prevent someone from finding a solution that could genuinely help them.

Resposta da Lumvelle

14/06/2026

Hi there,

Thank you for taking the time to share your experience — we genuinely value this kind of feedback as it helps us improve.

We'd like to address your concerns directly:

On payment options: While we don't currently offer PayPal, we do accept all major credit cards as well as Apple Pay, and every order is protected by our 60-day money-back guarantee. We completely understand that some customers prefer PayPal for its dispute process, and we're always looking at ways to expand our payment options.

On customer service: We do have a customer support team available to assist with any order questions, changes, or concerns. We're sorry if that wasn't immediately clear on our site — you can reach us at hello@lumvelle.com and we aim to respond promptly.

On the shopping cart: We appreciate you flagging this. The total is always visible before you confirm payment, and nothing is charged until you complete checkout. That said, we take transparency seriously and will look into the cart experience you described.

On cancellations: Orders can be cancelled or addressed by contacting our support team directly — we'd never leave a customer without options.

We hope this clears things up. We'd love the chance to earn your trust if you ever decide to give us a try — and with our 60-day guarantee, there's truly no risk involved.

Warm regards,
The Lumvelle Team

Resposta da Lumvelle

14/06/2026

Hi there,

We completely understand your frustration, and we sincerely apologize for the confusion around pricing — that kind of experience is never acceptable and not something we take lightly.

We'd genuinely like to look into exactly what happened with your order. Pricing discrepancies can sometimes occur due to promotional pricing displayed on ads or third-party pages that differs from the checkout total, and we want to make sure our pricing is always clear and accurate before any customer completes a purchase.

Please reach out to us directly at hello@lumvelle with your order details and we will make this right for you immediately. If you were charged more than what was displayed at checkout, we will issue a full refund without question.

We value every customer and want to earn your trust back. Thank you for flagging this — it helps us fix issues that may be affecting others too.

Warm regards,
The Lumvelle Team

Resposta da Lumvelle

14/06/2026

Hi there,

Thank you for taking the time to share such detailed feedback, we're sorry your experience left you feeling this way, and we want to address each of your concerns honestly.

On PayPal: We sincerely apologize if PayPal appeared as a payment option during browsing but was unavailable at checkout. That disconnect is confusing and frustrating, and we are looking into it to ensure our checkout accurately reflects the payment methods available.

On customer service: We understand that not having a phone number can feel unsettling, especially for first-time customers. Our support team is reachable at hello@lumvelle.com and we aim to respond quickly. We hear the feedback that a phone option would add an extra layer of trust, and we take that seriously.

On the catalog and broken links: Thank you for flagging this — we'll investigate immediately to make sure all product pages are loading correctly.

On the tracking and shipping insurance add-on: We understand it's frustrating when an add-on feels mandatory. This charge is intended to protect customers' orders, but we hear your concern about transparency and will review how this is presented at checkout.

On the Buy 2 Get 1 Free / free shipping offer: We apologize if the shipping terms weren't clearly communicated alongside that promotion.

We genuinely want to earn the trust of every customer, and your feedback helps us do that. If you'd ever like to give us another chance, please reach out to us directly at hello@lumvelle.com, we'd love to make it right.

Warm regards,
The Lumvelle Team

Resposta da Lumvelle

14/06/2026

Hello,

Thank you for reaching out and explaining your concerns. We completely understand your frustration and appreciate the opportunity to clarify.

We’d like to reassure you that we do not automatically add items or upgrade shipping to any order. Any additional items (such as add-ons) or expedited shipping options can only be added if they are selected during checkout. It’s possible that these options may have been selected unintentionally while placing the order, which can happen, especially on mobile devices.

Please email us to hello@lumvelle.com so we can get this sorter for you.

Resposta da Lumvelle

14/06/2026

Hello,

Thank you for reaching out and explaining your concerns. We completely understand your frustration and appreciate the opportunity to clarify.

We’d like to reassure you that we do not automatically add items or upgrade shipping to any order. Any additional items (such as add-ons) or expedited shipping options can only be added if they are selected during checkout. It’s possible that these options may have been selected unintentionally while placing the order, which can happen, especially on mobile devices.

Please email us to hello@lumvelle.com so we can get this sorter for you.

Resposta da Lumvelle

14/06/2026

Hi there,

We're sorry to hear you had a disappointing experience and we'd genuinely like to understand what went wrong.

Lumvelle products are made with wild-harvested, natural herbal ingredients, so we take feedback about product quality very seriously.

Could you please reach out to us at hello@lumvelle.com with your order details? We'd love the opportunity to look into your specific experience and make things right.

Warm regards,
The Lumvelle Team