ComplaintsforLucky Brand Jeans
Clothing
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
08/03/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
hello i returned order ******** and it shows received by your facilties but have not been issued a refund. Please refund the total I returned being $222.32Business response
08/07/2024
Dear *************************, We have issued a refund of $222.32 back to your original form of payment. Please allow 5-10 business days for the refund to post and up to 1 billing cycle for the refund to reflect on your billing statement.
Customer response
08/07/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*************************Initial Complaint
07/02/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
I wanted to order a bag from Lucky Brand that they advertised on social media. I went to the website and there were no dimensions listed for the bag and there was no mention if the leather extended to the back of the bag. The photo did not make that point clear. I used the chat to inquire about my concerns and they asked me on 2 different occasions for my email and name. They did not give me the information I asked for. I then called the number they have listed on the website and was hung up on by the first person and the 2nd person, told me to look on the website. I told them it was not listed and they said they didn't have any more information than is on the website. I then sent them an email and got the same response. They don't have the information, they don't have physical access to measure the bag. I am appalled. How do you try to sell a sling bag without allowing customers to know the size or dimensions. I wanted it for a specific reason and dimensions would let me know if this bag is suitable. Why won't they give me the information? I have asked other companies for product information and there has never been a problem with ******, Nordstrom or ***************Business response
07/08/2024
Thank you for contacting Lucky Brand. We are pleased to provide you with the product details for the **** Sling Bag. The information you requested is as follows:
- Dimensions: 6.5"W X 12.5"H X 2.75"D
- Outer material: 100% Leather (extended to the back)
We apologize for any inconvenience and delay in resolving your query.Customer response
07/08/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***********************Initial Complaint
06/03/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
On four occasions I have attempted to place orders that have almost immediately been inexplicably cancelled (Order #********, *********, ********, & ********). Attempts to work with customer service have been unsuccessful, as each of the dozen or so times I've called it seems representatives have no access to account history and I've had to explain the problem from the ground up, and employees are not empowered to resolve the issue. Representatives have been unable to explain what the issue is or what steps they have taken to address it, but have assured me it has been resolved only to have the same events occur in maddening fashion.Lucky Brand does not have supervisors available to talk to immediately; on one occasion I missed the supervisor's return call which came three days later at 6:00 in the morning -- back to square one -- and on another I never received a call. Lucky Brand does not empower their line level employees, does not have management level employees available, and generally does not seem interested in the least in resolving this issue.Business response
06/04/2024
We have issued a 20% discount to order 85641343. The customer will be receiving a refund of $51.85 back to their original form of payment within the next 3-5 business days. Please note it can take up to 1 billing cycle to reflect in the monthly paper statement.Initial Complaint
05/23/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
On May 18th I placed an order with LuckyBrand.com ; order was confirmed and mailed out to me. Upon arrival - I was unhappy with said items and decided to return them and that is where it all went to heck. According to my repeated customer service convos I was suffering a "website glitch" - and my return could ONLY be processed by ******** would need to wait 48 hours for *** to send me a mailing label. When I said - I would wait 24 hours to see if the glitch resolved - i was assured it would not and this was the ONLY way. The order total is 244.48$ / order # ******** - There is no guaranteed solution ******** truly feel ( especially based on the complaints I am seeing here) that I will not actually receive this ***************Business response
06/20/2024
We have received the return and issues a refund of $223.49 back to the original form of payment. Please note that refunds take up to 5 business days to post and 1 billing cycle to reflect on the monthly paper statement.Customer response
06/20/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me; however I do hope that Lucky Brand takes the MANY complaints issued against then and their online system into account & reviews their policies.
Sincerely,
*********************Initial Complaint
05/21/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I bought a few items from Luck brand jeans. I received all of the items but 1- A vintage bow scrunchie. I saw that I was able to return items in the store without having to pay a fee so I arrived at the store and was notified I could not return all of my items. I also notified the sales rep that I never received an item. She told me she could not return the items they didn't sell at the store and I'd have to notify Lucky that I never received the item. I sent a message to Lucky and they told me I could return the items and they would pay for the shipping label. I also told them I never received the scrunchie as well, expecting a refund for the item. I received a portion of my refund but not all. When I messaged the company once again, they said to wait 4 weeks to see about receiving the rest of my refund that was due. I waited and messaged the company today 05/21/24. I was told that I couldn't get a refund for the scrunchie unless i contacted *** and couldn't get a refund for the $8 shipping fee, even though I was told I would. They consistently didn't assist me with my problem and gave me the run around. If one of the options for return is in store but I cannot return all of my products there why should I have to pay the $8 shipping to return the rest of my items. That is a problem with the company and their policies. They told me to contact *** about my missing item. All of my items were packaged together, so there is no way I would be receiving the scrunchie in a different package, that's not logical. Yet they told me to contact *** about a $5 item as opposed to refunding me. Their business practices seem unethical and giving a customer the run around so much for $5 is a waste of my time and theirs. I have still yet to receive the refund due to me for the shipping and the scrunchie. I am still owed money.Business response
05/23/2024
The refunds for he returned items, missing scrunchie and the return label fee are all now refunded. Please allow up to 5 business days for the refund to post to your original form of payment and up to 1-2 billing cycles for the refund to reflect on your monthly paper statement. For the inconvenience here is a 30% code you can apply on your next order: CSA30-BTOB-7NRP-45HT-T2WE.Customer response
05/24/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*************************Initial Complaint
04/18/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I visited the store to process a return of an item that did not fit. I had purchased the item online. The day was a Saturday morning and I was the first one in the store. The girl who helped me was very polite in telling me to not return it to the store to return it by mail. When i asked if I would be charged for the label she said no, and said, look I'll even give you the bag. She handed me a plastic bag to return the item and a separate bag to place the label. Upon printing the label from the website it informed me that there was a charge for returning the item by mail. I called customer service and stated there is no refund for the shipping even though I went to the store in person to return the item and was misinformed. He also stated that even though it is the same company there are completely different policies.Business response
04/25/2024
We are sorry for the inconvenience and are happy to help. Please provide your order number and the item you are returning. We would be happy to send you a return label at our cost.Initial Complaint
04/02/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
March 24 2024 I placed an order # ******** from Lucky Brand website.The order shows completed online. I did not receive (2) items. I contacted Lucky Brand by email at least 3 times. Each of the times I clearly stated items were missing. Each time Lucky Brand agents insisted on a DIFFERENT item showing delivered and therefore me being wrong. Then on 04/02/2024 they issue a refund for $13.99 which NOTHING AT ALL close to the actual total.I've contacted them 7 times by phone and each time met with people who do not speak english, refuse to provide a manager, and ultimately hang up the phone.I contacted the parent company ************** New York and after extensive discussion - they said they would try internally to reach out but suggested I move forward with this complaint filing after so many attempts and hours wasted.I am asking for (1) contact by english speaking management at lucky brands NOT call center people and NOT people who do not speak english as a native speaker (2) a refund for the 2 missing items in total of approximately $50 (3) repair for the absolute unacceptable amount of time their agents by email, phone, and the lack of proper management of order fulfillment has caused to me - in excess of 2 hours spent of this. I value this repair at $100.Business response
04/04/2024
We tried to contact ************************* without success.We emailed ***** to let him know that as of today, 4/03/2024, we have submitted a refund request for $87.59, which includes the previous refund request of $14.97 made on 4/01/2024, totaling $102.56.Initial Complaint
03/21/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I ordered merchandise from LuckyBrand.com. The website shipped the merchandise to the wrong shipping address. The merchandise was delivered to the wrong address. The merchant refused to re-direct the package to the correct address or reach out to **** *** informed me the merchant would need to contact them to have package re-directed to correct shipping address. LuckyBrand continues to refuse my requests for refunds. I get sent to a call center where there is no U.S. support or manager level support for complaints and disputes. *** will not do anything or even submit my claim because the package was delivered to the address that LuckyBrand printed on Shipping Label. I paid for merchandise in the amount of $97.44. My order no. is ********. I simply want to be refunded and provided customer support from someone in the U.S.Business response
04/03/2024
************************* was contacted to let her know we have initiated the refund for $97.44, and additionally, we sent her a 20%promo discount for the inconvenience caused this far.Initial Complaint
03/18/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
Placed an order with this company and received the wrong color of shirt. I brought this issue to their customer service (horrible in all facets) whether chat or by phone. They told me to return the shirt I was shipped for a refund and to place another order. Ok no problem. I receive the second shirt. The same color as the last one they originally shipped to me. Again, contact customer service, again horrible service. I was told to go through the entire process again. So I asked the chat agent how do we ensure I get the correct color this time? Do I just cross my fingers and hope I get "lucky"? I was told by the agent that there is no contact at the warehouse. What kind of outfit is this? They take your money, but wont help you get the right product and have no means of making sure the customer gets what they ordered? Mickey ***** outfit.Initial Complaint
03/15/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
The lost the package and are delaying my refund based on a policy i never agreed to.Business response
03/27/2024
Regarding the order 81577665 of ****** *******************************, we have an interaction with ****** on March 13 and March 14 with the email agents, in these interactions the customer was provided with the refund for the amount of $103.21 by the email agent on March 14.Customer response
03/27/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*********************************
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Customer Complaints Summary
78 total complaints in the last 3 years.
34 complaints closed in the last 12 months.