Pages: [1]   Go Down

Author Topic: I notified the site owners to stop my subscription, but still got billed  (Read 1553 times)

Bob_B

  • Sr. Member
  • ****
  • Offline Offline
  • Posts: 3748
  • It's all about light
    • Robert Belas Photography

Just the facts:

On Nov 23rd I received an email noting my subscription to LuLa was up for automatic renewal on Nov. 30th. I promptly sent an email to customerservice@luminous-landscape.com stating I did not want to renew and to stop my subscription. I did not receive a reply; however, in today's email I received an email from my credit card company saying that I had been billed for a renewed subscription. I immediately sent both email and voice phone messages to LuLa customer support requesting to be reimbursed for the fee and to stop my subscription. I have not heard back.

What gives? I realize LuLa isn't the site it used to be, but LuLa is a business - pretty poorly run from what I can see - and that requires better treatment of its customers.

Sorry for the rant, but I am peeved.
« Last Edit: November 30, 2022, 04:31:57 pm by Bob_B »
Logged
Robert Belas Photography
www.belasphoto.com

josh.reichmann

  • Administrator
  • Sr. Member
  • *****
  • Offline Offline
  • Posts: 441
Re: I notified the site owners to stop my subscription, but still got billed
« Reply #1 on: November 30, 2022, 04:58:01 pm »

Just the facts:

On Nov 23rd I received an email noting my subscription to LuLa was up for automatic renewal on Nov. 30th. I promptly sent an email to customerservice@luminous-landscape.com stating I did not want to renew and to stop my subscription. I did not receive a reply; however, in today's email I received an email from my credit card company saying that I had been billed for a renewed subscription. I immediately sent both email and voice phone messages to LuLa customer support requesting to be reimbursed for the fee and to stop my subscription. I have not heard back.

What gives? I realize LuLa isn't the site it used to be, but LuLa is a business - pretty poorly run from what I can see - and that requires better treatment of its customers.

Sorry for the rant, but I am peeved.

I am, in fact here, as is Paul our webmaster.
Here is an email that might be a quicker route. I am sorry you had difficulty, and also to see you go. : paul.azevedo@ontariotechu.net
Logged
Compassion and wisdom are inextricably linked.

mcbroomf

  • Sr. Member
  • ****
  • Offline Offline
  • Posts: 1538
    • Mike Broomfield
Re: I notified the site owners to stop my subscription, but still got billed
« Reply #2 on: November 30, 2022, 07:41:16 pm »

Josh, I cancelled mine as well.  It's due Dec 2nd so please ensure that I don't get billed.  I have to wonder why on earth a customer service email account is being ignored.  Even if it's not monitored surely it can be auto forward/copied.  Note that I did not use it as the OP did, I just cancelled my subscription in my account.

   This is a friendly reminder that your The Luminous Landscape subscription for Yearly Membership will automatically renew on December 2, 2022.

Thanks

Mike
Logged

Slobodan Blagojevic

  • Sr. Member
  • ****
  • Offline Offline
  • Posts: 18090
  • When everyone thinks the same, nobody thinks
    • My website
Re: I notified the site owners to stop my subscription, but still got billed
« Reply #3 on: December 01, 2022, 02:11:09 am »

Why via email!?

There is an option in your account to cancel it there yourself.

mcbroomf

  • Sr. Member
  • ****
  • Offline Offline
  • Posts: 1538
    • Mike Broomfield
Re: I notified the site owners to stop my subscription, but still got billed
« Reply #4 on: December 01, 2022, 06:06:49 am »

That is what I did but the email I received includes this;

   If your billing information has changed, you can update your payment details now. Or if you would like to cancel your subscription, please contact us.

And the email given was customerservice@luminous-landscape.com rather than Paul's.

Logged

Bob_B

  • Sr. Member
  • ****
  • Offline Offline
  • Posts: 3748
  • It's all about light
    • Robert Belas Photography
Re: I notified the site owners to stop my subscription, but still got billed
« Reply #5 on: December 01, 2022, 06:23:08 am »

Why via email!?

There is an option in your account to cancel it there yourself.
Yes, I am aware of it, but when I tried to use it, I received a message to contact support, the same email I had originally used and received no reply.
Logged
Robert Belas Photography
www.belasphoto.com

josh.reichmann

  • Administrator
  • Sr. Member
  • *****
  • Offline Offline
  • Posts: 441
Re: I notified the site owners to stop my subscription, but still got billed
« Reply #6 on: December 01, 2022, 10:11:11 am »

That is what I did but the email I received includes this;

   If your billing information has changed, you can update your payment details now. Or if you would like to cancel your subscription, please contact us.

And the email given was customerservice@luminous-landscape.com rather than Paul's.

This above email should also go to Paul we will modify/fix it.
Thanks
Logged
Compassion and wisdom are inextricably linked.

Bob_B

  • Sr. Member
  • ****
  • Offline Offline
  • Posts: 3748
  • It's all about light
    • Robert Belas Photography
Re: I notified the site owners to stop my subscription, but still got billed
« Reply #7 on: December 01, 2022, 01:59:18 pm »

I contacted Paul, and he remedied the situation. Thanks, Josh.
Logged
Robert Belas Photography
www.belasphoto.com

josh.reichmann

  • Administrator
  • Sr. Member
  • *****
  • Offline Offline
  • Posts: 441
Re: I notified the site owners to stop my subscription, but still got billed
« Reply #8 on: December 01, 2022, 02:45:25 pm »

Great
Logged
Compassion and wisdom are inextricably linked.

LeonD

  • Jr. Member
  • **
  • Offline Offline
  • Posts: 89
Re: I notified the site owners to stop my subscription, but still got billed
« Reply #9 on: December 04, 2022, 07:58:12 am »

That is what I did but the email I received includes this;

   If your billing information has changed, you can update your payment details now. Or if you would like to cancel your subscription, please contact us.

And the email given was customerservice@luminous-landscape.com rather than Paul's.

Can someone tell me where on this site I can go to update my payment details?  I can't seem to find it.

Thx.
Logged

mcbroomf

  • Sr. Member
  • ****
  • Offline Offline
  • Posts: 1538
    • Mike Broomfield
Re: I notified the site owners to stop my subscription, but still got billed
« Reply #10 on: December 04, 2022, 10:26:29 am »

Can someone tell me where on this site I can go to update my payment details?  I can't seem to find it.

Thx.
You have to be on the main Lula page (ie not this Forum page)

Login .. then;
Profile
Subscriptions
Logged

LeonD

  • Jr. Member
  • **
  • Offline Offline
  • Posts: 89
Re: I notified the site owners to stop my subscription, but still got billed
« Reply #11 on: December 05, 2022, 07:56:41 am »

That's what I was looking for. Thx.
Logged
Pages: [1]   Go Up