The device didn't work for me unfortunately, I used it regularly over some months and I didn't notice any changes. However, I have to say, the customer service is really great! Which is why I am leav... See more
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Review summary
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I bought Lumi by RoseSkin, but unfortunately, I didn't get the results I was hoping for, even though my hair was thinner and weaker. But I have to thank you. Customer service was professional and help... See more
Company replied
ETA: I am updating this review to follow up that the company has replaced the device for me. They're customer service team have been very kind and helpful over email. Hopefully this new device... See more
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Friendly customer service and excellent team! It’s been a pleasant experience. The website and user interface is top notch and they provide guidelines to help you determine which product is best for... See more
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Company details
About RoseSkinCo
Written by the company
Lumi
Meet Lumi: the new at-home IPL hair removal device that stops hair growth right in its tracks…
Specially made to make you feel amazing in your dolphin-smooth, baby-soft skin.
Lumi delivers permanent hair reduction with noticeable results after just 4 uses and full results in 12.
Petal 2
Ultrasonic Facial Cleansing Brush
Power up your skincare routine with Petal 2 the most innovative, no-fuss, at-home, ultrasonic facial cleansing brush.
Completely transform the way you clean your skin, with over 10,000 ultrasonic pulsations per minute and circulating magnetic beads, Petal 2 penetrates deep into your pores while simultaneously massaging your skin, so you can experience your deepest and most revitalizing clean ever. Whenever.
Contact info
United States
- info@roseskinco.com
- roseskinco.com
4.0
Great
3K reviews
Replied to 100% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Excellent customer service
I had to cancel my order last minute. Every representative that I spoke with was extremely helpful in getting my order canceled and ensuring my money was refunded in a timely manner. Also, my daughter uses this product and says it’s amazing!
June 30, 2024
Unprompted review
The customer service were very exquisite
The customer service were very attentive to details. Special thanks to Mark for his excellent communication and for taking care of everything perfectly.
Deeply appreciated.
June 27, 2024
Unprompted review
If you have PCOS don’t bother
If you have PCOS, I wouldn’t waste your money. I bought this specifically as it used people with PCOS in the advertising, and I thought it would help with my hair growth. I’ve been using it consistently since I bought it at the beginning of the year, and I’ve now given up because it’s clearly not working. Even on my leg hair it’s not made a difference. I did contact about returning it, but then was told to give it more of a chance, which I’ve done and sadly it’s not worked out and the returns period has long expired, so just a bit of a waste of time and money. Really agonised for ages over spending the money on this and I’m really disappointed to have wasted such a large amount (not large to some people but to me, a LOT of money.)
June 21, 2024
Unprompted review
Reply from RoseSkinCo
Hi Anna,
Thank you for sharing your experience, and I'm genuinely sorry to hear that the results haven't met your expectations, especially given the challenges associated with PCOS. We understand that managing hair growth related to PCOS can be particularly difficult, and results can vary significantly from person to person.
In recognition of this, we offered an extension of the guarantee period specifically for your situation. This extension was provided to ensure you had ample time to evaluate the effectiveness of the product without the pressure of a looming return deadline. Our goal was to provide you with peace of mind and enough flexibility to assess the results accurately, acknowledging that hormonal influences like those in PCOS can affect outcomes.
You agreed to this extended trial, and we clearly communicated the new deadline for reaching out to us if the results were still unsatisfactory. Unfortunately, we did not receive any communication from you until this review. We strive to support our customers thoroughly, which includes honoring agreements made to extend service provisions like guarantees.
I'm here to help with any further concerns or questions you might have. Our goal is always to support our customers genuinely and effectively. Please feel free to reach out if there's anything more we can do for you.
-Michelle
amazing!!
quick response
very detailed instruction
nice and polite manner
June 19, 2024
Unprompted review
Buyer beware
I tried to return my product because of the awful odor (never even used it) and was offered half off instead of the hassle of doing a return. I waited over a week and still haven’t been able to get ahold of anyone. I’m getting my cc involved and just going to return to sender. Horrible customer service.
*wanted to update* customer service rep eventually got back to me and took care of everything that same day. I really do appreciate the quick resolution and am happy to say all my concerns were handled and take care of. Thanks!
June 16, 2024
Unprompted review
Reply from RoseSkinCo
Hello Kimberly,
Thank you for your feedback regarding the odor of the product and the difficulties you've experienced with our customer service. We genuinely aim for prompt responses but as I've reviewed our communication logs, I acknowledge and sincerely apologize that our response time was not up to our usual standards, and I understand how frustrating that must have been for you.
Regarding the odor you mentioned, it’s typical for new devices to have a manufacturing scent, which usually clears up after a few uses. We understand, however, that this was particularly bothersome for you, and it's important to us that you're comfortable with your purchase.
I also apologize for any confusion about the return shipping costs. To ensure a seamless purchase experience, we cover all initial shipping, delivery, and customs fees. Given these costs, our policy requires customers to handle return shipping expenses. This balance helps us maintain our service and support standards without imposing excessive costs on either side.
This policy is mentioned on our 90-day money-back guarantee page.
We’ve taken steps to resolve this issue, and if there’s anything else you need or further questions you have, please don't hesitate to reach out directly. We are here to help and ensure that you have a positive experience with our products and service.
Thank you for your understanding and for giving us the opportunity to make things right.
-Michelle
Outstanding customer service
I rarely write reviews but this time it's warranted. Sadly my original order was lost by Evri but the customer service team went over and beyond to help 1) track down my lost order and then 2) when it could not be located, they sent me a replacement without the usual runaround. The staff were proactive, so helpful and consistently kept in contact without me having to chase them. I received my new order and it looks impressive.
June 7, 2024
Unprompted review
Great customer service
After my package getting lost in the mail, Skye from RoseSkinCo was really helpful and quick with replying to my emails. Their customer service is great and I look forward to trying my new Lumi once it arrives 💕
June 3, 2024
Unprompted review
It doesn’t work
It doesn’t work. The customer service at this company is great, which is why you see so many positive reviews because people don’t come back years later to review the actual results. I used it consistently for almost a year. It slows down regrowth, but doesn’t stop it. So the moment you stop using it, your hair goes back to normal. In other words, unless you want to do this every week for the rest of your life, just pay for laser.
June 4, 2024
Unprompted review
Reply from RoseSkinCo
Hi Jill,
Thank you for taking the time to share your experience and for the kind words about our customer service. We’re sorry to hear that the results didn’t fully meet your expectations, even after consistent use over a year.
IPL technology, which is designed to reduce hair growth, works differently for everyone based on various factors such as hair thickness, the treatment area, and skin type. It is intended to reduce hair growth significantly when used as directed.
We understand the commitment involved in using our product and want to reassure you of the support we offer:
+ 90-Day Guarantee: This is in place to give you enough time to try the product thoroughly and see initial results. If you’re not satisfied within this period, we offer a full refund to ensure you’re not out of pocket for a product that doesn’t meet your needs.
+ 1-Year Product Defect Warranty: We stand by the quality of our devices. Any functional issues or defects within a year of purchase are fully covered, ensuring your investment is protected.
Our commitment extends beyond these policies. We are here to support you throughout your journey with ongoing guidance on how to get the best results from your device. If you decide to continue using the IPL system, we’re here to assist with any queries or additional support you might need.
To ensure we have done everything possible to assist you, could you please confirm your order number or provide any details from our previous interactions? This will help us verify your purchase and review what solutions were previously offered. We want to ensure that every aspect of your experience is addressed.
We appreciate your feedback as it helps us improve and understand our customers’ needs better. Please don't hesitate to reach out if there's anything more we can do for you. :)
-Michelle
The whole handset gets really hot and…
The whole handset gets really hot and is so uncomfortable to use ( even on lower settings) so really feels like a waste of money.
May 30, 2024
Unprompted review
Reply from RoseSkinCo
Hi Simon,
I’m really sorry to hear that the handset is getting uncomfortably hot. Don't worry! We're here to help.
Could you please send us your order number or any other purchase details? This will help us look into previous support interactions and ensure we address this properly. Whether it’s a troubleshooting step or a replacement if needed, we’ll make sure to find a solution that works for you.
Feel free to reach out directly by email, or you can provide your details here, and we’ll take it from there. We’re here to help and want you to have the best experience with our product.
Thanks for reaching out, and we look forward to resolving this quickly for you!
-Michelle
Quick and Superior Customer Support
The original device had been defective. I contacted customer service and they were quick to get me in touch with the right people. After sending in a video of the defective product, it only took two days for them to ship out a replacement product. Everyone I’ve talked to have been super friendly and quick.
May 28, 2024
Unprompted review
I was excited to use this and to remove…
I was excited to use this and to remove hair as simply as the ads say. but the ads also say that you dont need the safety glasses because the light wont go off unless your skin is totally covering the window. In my experience this is NOT the case and the light goes off sometimes even when there is a big gap. I just don't think it's safe and why wouldn't you include additional glasses just to be on the safe side? Now i'm scared to use it any more even though I look away every time.
April 17, 2024
Unprompted review
Reply from RoseSkinCo
Hello Kristin,
I’m really sorry to hear about your concerns with the safety of our device.
We take these reports seriously, and it's important for us to investigate thoroughly. I understand that we’ve been in touch via email, and we’re currently waiting for a video from you demonstrating the issue. This will help us better understand what might be going wrong and ensure that we provide a safe and effective solution.
If you haven’t already, please do send us that video when you can. In the meantime, I recommend pausing the use of the device for your safety. Additionally, while our device is designed to operate safely without glasses under normal circumstances, using safety glasses as an extra precaution is something we will consider emphasizing more strongly in our guidance to ensure all users feel secure.
Thank you for bringing this to our attention. We’re looking forward to resolving this issue for you as quickly as possible. If there's anything else you need in the meantime, please don’t hesitate to reach out.
-Michelle
My shipment was lost and they did…
My shipment was lost and they did everything to assist me in a timely matter. Sending a new shipment soon after. Great customer service! And the product works too!
May 21, 2024
Unprompted review
The product works and the support is…
The product works and the support is stellar. Highly recommend.
May 20, 2024
Unprompted review
Outstanding Customer Service
I cannot say enough positive things about customer service! Although the product didn't work for me as expected, the outstanding level of support and attention I received has left a lasting impression. From the moment I reached out for assistance, they were incredibly responsive, empathetic, and dedicated to resolving my concerns promptly. Thank you for setting the gold standard in customer service!
May 6, 2024
Unprompted review
Terrible product and terrible company
Terrible product and terrible customer service. Product does not work on my fair skin and dark hair which I should be the perfect candidate for. I have persevered with this product for longer than the 90 day guarantee as I was so hopeful that it would work and now am £150 down and the product does not do as it is advertised.
I contacted customer service to report my handset as being faulty after they told me everything I have been doing should have worked and they got back to me to advise they are very strict with their 90 day guarantee so couldn’t offer me any sort of replacement/refund/gesture of any sort.
Do not buy this product-it doesn’t work, is very expensive and the customer service is shocking. Terrible.
May 2, 2024
Unprompted review
Reply from RoseSkinCo
Hello Isla,
I'm truly sorry to hear about your disappointment and understand your frustration at not seeing the expected results, despite being an ideal candidate for IPL treatment based on your hair and skin type.
Results from IPL treatment can indeed vary significantly among individuals. Factors such as the area being treated, individual hair growth cycles, and the specific characteristics of your hair and skin can all influence effectiveness. This variability is exactly why we offer a 90-day guarantee—to provide customers the opportunity to evaluate the device and reach out to us if they are not seeing the expected results.
From our records, it appears that your order was placed in July 2023, and we did not receive communication from you until much later. Our policy encourages customers to contact us within this 90-day period if they're not seeing results, so we can offer tailored advice or adjustments. This proactive communication is crucial as it allows us to address any issues early on and discuss possible solutions, including extending the guarantee if necessary.
Since it's been nearly a year since your purchase, we are beyond the typical window for returns under the 90-day policy. However, we want to ensure that your concerns are addressed. If you suspect that the handset may be faulty, please fill out our Product Defect Form so we can investigate further: https://roseskinco.com/pages/product-defect-form.
While the late communication limits some options, we are committed to helping you resolve this situation. Our return policy is designed to be straightforward—if customers are not satisfied within the initial 90 days and communicate with us during that period, we're prepared to take necessary steps to ensure their satisfaction, including refunds where applicable.
Again, I apologize for any disappointment you've experienced. We're here to help and want to ensure a resolution that meets your needs.
Thank you for your understanding.
-Michelle
Burnt my skin
I have a medium skin tone and this device burnt my skin. I’ve used IPL for years and previously had the Phillips Lumea. I thought as my device was quite old I’d change it up and try the RoseSkinco. That was such a mistake. Everything looked fine, I followed the instructions and used on medium setting. The device is sold as being safe for all skin types and my skin is not very dark. The first time I used it Ona medium setting it burnt my underarms. I thought maybe as the skin is a bit thinner there that could’ve been why (even though I’ve used IPL on my underarms for years). I then used it on my legs on medium setting. It left red burn marks straight away all over my legs. It was so painful and I was shocked it could do this on a lower setting. Who knows what it would’ve been like on the highest setting which is what I was used to using on my Phillips Lumea. After a few emails back and forth and sending photos of my burnt legs they agreed to send me a refund. However, this was a couple of months ago and my legs are now completely scarred. I’m devastated by how it’s left my skin and I have scars down both legs. I don’t want to get my legs out at all as it looks unsightly and I completely regret buying this device. Please don’t risk buying it as I think it’s unsafe and should not be sold to the general public.
January 23, 2024
Unprompted review
Reply from RoseSkinCo
Hi Fataha,
Firstly, I want to express how truly sorry I am to hear about your experience with our device and the distressing outcome on your skin.
I understand that you switched to our RoseSkinCo device after years of using the Philips Lumea, and it sounds like you were accustomed to a higher setting based on your previous experiences. However, transitioning to a new device, even within the same technology spectrum as IPL, can require a careful adjustment period, and even with previous IPL experience, we always recommend users start at the lowest setting with a new device to gauge how their skin reacts and then gradually increase the intensity. This precaution is critical, especially if there has been a recent history of similar treatments, as prolonged exposure to IPL or laser can sensitize the skin over time, making it more susceptible to adverse reactions.
Jumping directly to a medium setting (level 3) on a medium brown skin tone with a new device can increase the risk of an adverse reaction, such as burns and scarring, particularly on areas where the skin is naturally thinner or more sensitive like underarms and legs. Even though you were accustomed to using a high setting on another device, each IPL technology can vary, and initial caution is always recommended. We always recommend starting at the lowest setting and gradually increasing the intensity over time, allowing your skin to adapt to the new device. Again, adherence to the treatment instruction is important.
It's also important to let the skin rest if you're transitioning from one light-based treatment to another. We do not recommend starting at a high setting (level 3) without allowing the skin to adjust.
That said, I am relieved to hear that we were able to process a refund for you, but I understand that doesn’t undo the physical and emotional distress caused by this experience. We take this very seriously and will use your feedback as part of our ongoing commitment to improving product safety and customer guidance.
If there is anything more we can do to support you through this situation, whether it be further addressing the aftercare of your skin or any additional steps we can take to help, please don’t hesitate to reach out directly.
Again, I am deeply sorry for your experience, and I appreciate you bringing this to our attention.
-Michelle
Faulty Lumi
Having seen an advert on Facebook I thought I'd give the Lumi a try. Ordered one and it arrived on Monday. I should have been suspicious when the packaging was really shoddy and there was no documentation in the parcel. Switched it on and it doesn't pulse. So, I sent an email and a video of the faulty device to Roseskin asking for details about how to return it. No response. I messaged the company via Messenger. They asked for a video of the device which I sent them. No response. I contacted them via Instagram. Again, they asked for a video. I sent it. They have now messaged to say that they will be asking their technical team to look at the video to see what the problem is and they will get back to me. Still no information about how to send it back. From the video, the ' technical team' will see that IT IS FAULTY AND DOESN'T Work! I just want to send it back and get a refund. I would just like an address to send it back to. What kind of company does not include information on how to returm something?! It's £139!!! It doesn't work and I want to send it back!?
April 24, 2024
Unprompted review
Reply from RoseSkinCo
Hi Kirsty,
I'm really sorry to hear about the trouble you’ve had with your new Lumi device.
Our typical response time is between 24-48 business hours, but during periods of high inquiry volumes, it can extend up to 72 hours. I apologize if this delay has contributed to your current dissatisfaction.
Requesting a video for devices showing faults is a standard procedure, not just at our company but across many tech firms. This helps our Quality Team to quickly diagnose the issue without requiring back-and-forth shipping that can be time-consuming and inconvenient for our customers. I assure you that the review of such videos is typically very swift—taking only 1-2 business days—and we aim to resolve these matters as quickly as possible once we confirm the fault.
To help expedite your request for a return and refund, could you please provide your order number? This will allow us to quickly verify your purchase and provide you with the correct information on how to proceed with the return.
Thanks again for reaching out and for your patience as we sort this out. Looking forward to getting this fixed for you soon! :)
-Michelle
Good customer service
I moved from PA to Florida in 2021 and had been getting waxed for years. Knowing I would be in warm weather year-round, I immediately signed up for laser hair removal at a laser hair removal chain. I paid 4k for my full Brazilian, underarms, and sideburns on my face. My package included unlimited sessions and I saw a lot of improvement in all 3 areas, but then I moved to GA where there are no local facilities, so I couldn't continue with my treatments. I refused to pay another several thousand dollars again, so I invested a lot of time researching highly rated, legitimate at-home devices. I decided on RoseSkinco Lumi. I used it 100% as directed on the HIGHEST setting due to pain not being a factor since I was used to professional laser treatment. I used it for the "suggested" 8 weeks on all areas I previously had a professional laser on as well as some new areas, and it appeared to be working at first, however, I had to stop using it briefly before going on vacation. The hair grew back 100% and I noticed the chin hairs on my face have been growing thicker and longer. I am extremely disappointed as this was a waste of money. I have gone back to waxing and shaving. (Side note: I do not have PCOS)
4/3 Update: While the device didn't work for me, their customer service is great.
July 5, 2023
Unprompted review
Reply from RoseSkinCo
Hi La Reina,
Firstly, I want to say a huge thank you for giving the RoseSkinCo Lumi a try and for sharing your experience with us. It sounds like you've been on quite the journey with hair removal, and we were really hoping our device could be the right fit for your needs, especially after your move and the positive start you noticed.
While the Lumi is designed with the aim of providing salon-quality results at home, individual results can indeed vary based on a multitude of factors including hair type, growth cycle, and skin response. It's also important to mention that, in some cases, hair may appear thicker if the treatment cycle is interrupted, as it could coincide with certain hairs entering a new growth phase.
We truly value your feedback and are continuously working to improve our products based on customer experiences like yours.
We do offer a 90-day money-back guarantee. If you haven't yet, kindly email us at info@roseskinco.com so we can further discuss your concerns or assist you in your guarantee claims. :)
Thank you and we look forward to hearing from you!
-Michelle
I sent an email in after using this for…
I sent an email in after using this for about 5 weeks, due to seeing zero changes, my hairs were just as black and grew back just as fast. They told me I didn't use it for long enough I kept using. I'm on week 7 now, it's still the same thing, seeing zero changes, just burning when using. Pretty sure they want me to wait till the 12 weeks so I cannot get a refund. I'm using at the highest settings and using twice a week consistently just want my money back and customer services is unresponsive.
I feel like this is great in theory but did not work for me. I have really black small chin hairs on my chin, I went to a salon for several treatments and it helped for some areas but did not help for chin areas. I used this consistently for 7 weeks, 2 days a week on the highest setting, see zero changes, my hair isn't any lighter and it's not growing back any slower, I'm sure it works for some areas of the body but not these particular stubborn hormonal hair. I did contact customer service already but they told me I didn't use it for long enough but I literally see zero change from being consistent with it. I understand I have not used it for 12 weeks but also I think it's a bit scamy that 12 weeks is exactly the cut off of when you can return the product, so therefore they want you to use it for 12 weeks fully, even if it's not working for you so that you can go back and tell them it's still not working and they won't refund you cause it's over 12 weeks. You would think with using it for 6-7 weeks I would see a tiny bit of a difference but I'm seeing exactly 0 results even though their website says otherwise it literally says the following:
2-4 weeks
You’ll be surprised at just how fast your hair growth starts to slow – you’ll likely notice a change after your first or second session.
5-8 weeks
After a month of consistent weekly or biweekly treatments, you’ll notice a significant reduction in hair growth.
8-12+ weeks
During this stage, your legs will be silky smooth and virtually hair-free. Most people have little to no hair growth left by the time they reach 12 weeks of treatment.
I believe this is pretty deceptive marketing. I just want my money back at this point so I can put it towards electrolysis that will actually work for me.
February 27, 2024
Unprompted review
Reply from RoseSkinCo
Hello Leanne,
Thank you for your detailed feedback.
First of all, I’m really sorry to hear about your experience with our product and the frustration it’s caused.
We always hope for our products to make a positive difference, and it’s disappointing to learn when they don’t meet those expectations.
Regarding the 90-day guarantee, we’ve put this policy in place precisely for reasons like this. We understand that everyone’s skin and hair are unique, and what works wonders for one person might not be as effective for another. This guarantee is our way of offering a safety net for our customers to try our products without feeling stuck if they don’t see the results they were hoping for within that timeframe.
I see that you've mentioned you've already been in touch with our customer service team and have settled with a refund. I’m glad to hear that we could come to a resolution that, although not ideal, hopefully, offers some closure to your experience with our product.
If there’s anything more we can do to assist you or any additional feedback you’d like to share, please don’t hesitate to reach out. Your insights are invaluable for us to learn, improve, and ensure our products and services better meet our customers' needs.
Thank you for giving our product a try, and I wish you all the best on your hair removal journey. :)
-Michelle
I think it made some difference…
LUMI (rose gold)
Pros:
- Easy and quick to use
- Lots of instruction online and with the packaging
- Slowly seen some improvement with how my hair is growing back (seems a bit thinner)
- Very good customer service (contacted regarding the money back gurantee)
Cons:
- Hair seems to be growing back more or less at the same speed (I tried to document this privately)
- After following the guide and slowly intensifying the level I ended up with burns in my lower stomach and biki line which are taking a long time to fade and are very obvious (I receive my money back quite promptly which I appreciated, but please be careful not go too high too soon!)
Conclusion:
- For the money spent it seems that there are more effective alternatives elsewhere especially with those with darker skin (I had checked the hair/skin chart before purchase)
- Very responsive and helpful customer service
February 18, 2024
Unprompted review
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