Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/21/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was opening gifts from the Skylum Holiday Calendar at ******************************************************, and noticed that one of the expired gifts was "Luminar Neo Subscription +1 extra year for free". Since I have a subscription, I thought it would be great to get another year! However, since the gift had expired, I decided to use the link to buy access to the calendar for $9.99. Once I did and opened the gift, I clicked the info button and discovered that the gift was actually buy one year, get one year free. Since this is deceptive advertising, I contacted Skylum to get a refund, but was told by Skylum support that "Marketplace items (the Advent Calendar is a part of them) are non-refundable". They referred me to the ****, which was not referenced during the purchase process. They offered me a free item from the Marketplace as compensation, but I haven't taken that yet, because I really need the refund instead. I would like Skylum to refund the $10 to me and refrain from deceptive advertising in the future.

• Initial Complaint

  Date:12/15/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received an email from Skylum offering a 50% discount on a 12-month subscription of a mobile app called *************** a photo editing app, on the Apple App Store. The email included a coupon code to be entered during purchase. The download from the Apple App Store is free, but a subscription must be purchased to use many features. The normal price is $29.99 for this 12-month subscription. I had previously downloaded the app, but I chose at the time not to purchase a subscription, so I deleted the app from my iPad. When I received the email with the discount a couple days ago, I decided to purchase the app. I downloaded the app from the Apple App Store again. Upon using the app for the first time after that, I chose the menu option to Save a copy of the edited photo. At that point. I was presented with the various subscription options for different lengths of time, including 12 months. I chose that option, then went through the purchase procedure. I assumed that at some point, something would come up where I could enter the coupon code. However, nothing came up, and I was charged full price through the Apple App Store. I notified Skylum support by email, and the response was that nothing could be done because I completed the purchase. But they did offer me a 50% discount on the renewal for the second year. That is unacceptable. Who knows if I want the app for another year? I wrote another email to them, and got no response. I am attaching a photo showing screenshots that the Skylum agent sent me that indicate what I should have gotten during the purchase process. I did not get anything requesting a discount code, nor do I remember seeing anything that said 50% off or 7 days free as shown in the photo. I reported the incident to ***** as a fraudulent or scam incident, due to Skylums unwillingness to refund my money.

  Customer Answer

  Date: 01/08/2025

  I would like to convey additional information regarding complaint ******** that I filed against Skylum Software.  In my original complaint, I indicated that I was seeking a refund from Skylum.  In the meantime, I reported Skylums lack of cooperation to *****, who has issued a full refund to me for the app.  In the meantime, Skylums customer service reached out to me and offered the app at a 40% discount.  As the original discount offer was for a 50% discount, I told Skylum No thank you.
  
  This reduced discount offer from Skylum only serves to further demonstrate how objectionable their practices are, as is their lack of responding to the complaint.  As such, I am wondering if it is possible to leave the complaint posted, perhaps adding the contents of this email to it.  I want this incident to be visible to anyone considering giving their business to Skylum, and who comes here for references.
  
  Please note that I do not see this complaint posted in your web site.  I also submitted a review of Skylum that I also dont see.  Can you advise me as to why those arent visible?
  
  Thank you.
  
  Best regards,
  
  ******* *****
  

• Initial Complaint

  Date:10/22/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an upgrade for Skylum's Luminar Neo software but can't access the features I paid for. Despite multiple attempts to resolve this with Skylum support, the issue remains unresolved, and I cant use the product.Detailed Description:Account Access Problem: After purchasing the upgrade, I encountered issues accessing the software. Skylum support informed me my account had multiple associated emails and instructed me to choose one as primary. I chose ****************************** but the dashboard still shows ***************************** causing confusion and preventing access to the upgrade.Failed Support Attempts: Ive contacted support multiple times, explained the issue, and followed their instructions, including uninstalling and reinstalling the software using their specific method. This did not resolve the issue, and I continue to see messages that my trial has ended or that I need to pay for an upgrade.Inconsistent Guidance: I received conflicting instructions from different agents, leading to more confusion and wasted time. One provided a new activation code, which was rejected as "invalid, already in use." Another suggested a reinstallation that did not resolve the issue.Lack of Escalation: Despite requesting escalation to higher-level support, I havent received direct assistance or clarity about my account status. ******************** has not provided a phone number or a way to reach a manager or senior support agent.Impact: This issue has been ongoing for over a week, resulting in time lost, frustration, and delays in my professional work. I provided a video as requested to help recreate the issue, yet the support team has not resolved the problem.Desired Resolution:I seek immediate access to the paid upgrade, a clear explanation of which email is official, compensation for time lost, and a formal apology for this experience.

• Initial Complaint

  Date:10/14/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 10/14, I was charged $118.68 for a subscription renewal for their Luminar Neo photo editing software. I have been going through some medical issues and missed the renewal notice. Seeing the charge was just happened, I quickly contacted the company to cancel the subscription and get a refund. I need the money to cover the expenses from eye surgery I had a few months back. I had every intention of subscribing again next month but I did not have the money on hand for this expense. Skylum refused to refund me and is forcing me to use their software for another year. I was stunned that a company would respond this way given that I immediately contacted them once I saw the charge and tried to rectify the situation. Because of this, I don't think I will ever use their photo editing software again.

• Initial Complaint

  Date:09/29/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This app crashes constantly and undoes hours of hard work and photo editing. Every time I reach out to customer service, they give me arbitrary fixes to try that do nothing. They have not offered me any helpful solutions and refused to give me a refund for their garbage products. This company is a bunch of scam artists. Buying the lifetime license is a big mistake, since they know they won't get anymore money out of you, they don't care about helping you.

• Initial Complaint

  Date:03/28/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Luminar Neo from Skylum claimed 7 day free trial, but required credit card payment in advance that was promised to be refunded. I tried the software for less than a day on March 20, 2023 and then cancelled the membership. I got a notice that the cancellation was complete and the license was good until ****. I have used their online email contact form 4 times to ask for the refund and not had a response.