Complaints

This profile includes complaints for Lucky Brand Jeans's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Lucky Brand Jeans

  3880 N Mission Rd Los Angeles, CA 90031-3138

• 

  Lucky Brand

  1000 Premium Outlets Dr Ste B07 Tannersville, PA 18372-7906

• 

  Lucky Brand

  1000 Premium Outlets Dr Ste B07 Tannersville, PA 18372-7906

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:03/15/2024

  Type:Product Issues
  Status:

  ResolvedMore 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.

  The lost the package and are delaying my refund based on a policy i never agreed to.

  Business Response

  Date: 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 Answer

  Date: 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,
  
  *********************************

• Initial Complaint

  Date:03/15/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 placed two orders to be delivered to my home and paid $10 shipping on both then received emailed to pick up from store , I can not pick them up and they wont refund me, I think its a ploy to get people into their stores. They said I have to wait ten days to get a refund but I have no proof I will get it and they get my money for ten days and the items that theyre keeping. This is shady business practices , customer service supervisor extremely unhelpful

  Business Response

  Date: 04/09/2024

  We have submitted a refund for both orders. Order 0039682165846 on April 5, 2025 and order 0039682193330 on April 9, 2024. Both are full refunds back to the original form of payment. Refunds take 3-5 business days to process and up to 2 billing cycles to reflect on the monthly paper statement.

  Customer Answer

  Date: 04/10/2024

   
  Complaint: 21435848
  
  I am rejecting this response because: I have not received any refunds yet, no pending refunds are showing up in my bank account, once I see the refunds I will approve this complaint as satisfied but until the refunds are in my account I cant do this. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 04/23/2024

  The refunds for orders 0039682165846 & ************* have been fully processed. Please know it may take up to 1 billing cycle for the refund to reflect on the paper bank statement.

  Order 0039682165846 

  Refund Amount: $72.33

  Order ************* 

  Refund amount: $56.77

  Customer Answer

  Date: 04/24/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and the refunds are finally showing in my bank account so now I find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:02/20/2024

  Type:Delivery Issues
  Status:

  ResolvedMore 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.

  Order number ********. Amount 71$ I ordered a dress that was advertised online for 40$ shipping was to be 10$ I added a tshirt to the order that I didnt really want or need but figured if I am paying that amount of shipping, why not. The product I wanted was out of stock. They cancelled my order several days later. This is the second or third time this company has done this. When I called about the issue and to cancel the **shirt they said it already shipped and I would have to pay. Their website and emails continue to offer me the dress that they do not even have in stock. I can go online today and order it even tho it will be later canceled due to out of stock. When I asked for a credit on the shipping at least for their continued false advertising, the person on the phone told me that their warehouse and their inventory does not get updated and thats why they dont have the product. I was told that shipping is only credited for 2 reasons, which dont apply to me, and that the shirt had shipped so I couldnt cancel it and would have to pay the 10$ for a 20$ **shirt. When I asked to speak to a manager I was told that she was on another call and that I should call back in one hour to two hours. I want a credit on the shipping charges for their continued false advertising and terrible customer service. Having policies in place for shipping and inventory is not an excuse for false advertising and terrible customer care. I would never pay 10$ in shipping for a 20$ item. That is unreasonable. And if I dislike this tshirt my only option is to pay another 8$ for return shipping or drive to a location to return for free. So 18$ in shipping or that amount in shipping and gas. For some reason this company will not take any responsibility. I even attempted to email customer service and got the exact same response.

  Business Response

  Date: 02/26/2024

  
  
  Credit for shipping fee its already provided, also we sent an email letting customer know about time frame will be reflected.
  
  

  Customer Answer

  Date: 03/04/2024

   
  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

  Date:02/01/2024

  Type:Delivery Issues
  Status:

  AnsweredMore 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 placed an order today on the lucky brand website, and before I could even enter a payment method, they automatically placed the order and deducted the money out of my account. When I called to ask them why this happened, they said they werent responsible and that a third party company called **** kept my payment information, not them, and then they proceeded to tell me it was my phone that made the payment. I have never heard of anything so ridiculous in my life. Their website never asked for a payment method, it never even asked how I was paying. I have never had a problem with any other company doing this. Seems illegal to me. In addition to this, the service representative and the manager I spoke to were EXTREMELY rude and condescending. The order number is ******** and was placed today January 30, ****

  Business Response

  Date: 02/15/2024

  Refund has been  processed from our end. Please find the screenshot for your reference:
  

• Initial Complaint

  Date:01/29/2024

  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 online on December 10th, then immediately cancelled the order. The Order# ********. I paid for the order using gift certificates. I have been trying since then to get my refund in the amount of $464.19. I have chatted, email, and made several calls. I have even gone on the ** sites to try to get resolution, all to no avail. Initially,I was told it would take ***** hours for the credit back to me, then I was told that they needed to investigate on their end as to why the credit didn't come back to me. After that, it was a few rounds of additional internal investigation is required (this/that department). Over the last week-10 days I have called at least four times requesting to speak with a Supervisor. Each time, I was told no one was available and that a Supervisor would call me back within a few hours. I have yet to hear back from anyone. I have expressed that after 6+ weeks I am over their lack of customer service and that I will no longer be satisfied with a credit but want a check for the full amount. I asked that this all be documented on their end. So.... bottom line, I have been trying to get refund of almost $465 over the last 6+ weeks! This is totally unacceptable, and exacerbated numerous times their promised follow-up has been blown off. To be clear, after all this I have no intention of ever doing business with Lucky again and I want my refund in the form of a check. I am attaching screen shots of the order and cancellation, along with two emails. Prior to the emails, my conversation was via Chat and after the mails via phone. Thank you in advance for anything you can do to get my refund!

• Initial Complaint

  Date:01/18/2024

  Type:Delivery 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 a sweater as a gift on 1/5/2024. I was told the item would ship within 1-2 business days. With the standard shipping of 3-6 days it would get to me in time for a Birthday party. The item never shipped. I have spoken to their customer service twice. Both times they said it would ship as soon as possible. There is no way it will get here in time for the party, so I asked them to cancel. Both times I was told I cannot cancel. I did my part and they are not living up to theirs. This is horrible customer service.

• Initial Complaint

  Date:01/09/2024

  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.

  Ordered jeans 31 waist (loose fit) prior to 11.15.23 as Xmas gift for spouse and paid $10 S&H, received within a few days of ship 11.15.23. 12.25.23 gave jeans to spouse. He has worn a 31 waist for 20 years. Pants would not stay up, way too big. Loose fit does not mean no fit. Shipped back to Lucky 11.26.23 and charged $8 return fee. Lucky received jeans 12.28.23. I paid a total of $91.46 for a pair of $69.30 jeans and still have not received my refund. I want my refund and should also be reimbursed the $8 S&H for the wrong sized jeans. I will be writing a negative review on their site and will NEVER purchase a Lucky product again.

• Initial Complaint

  Date:01/09/2024

  Type:Delivery 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 12/17/23 I placed an order totaled $154.93 with an additional $15 charge for expedited shipping. The website stated this expedited shipping would be provided via *** with 2-business day delivery, my specific order stated this would arrive by 12/19/23. The website additionally stated that orders delivered via regular mail (free shipping) would arrive prior to 12/25/23. As I knew I would be leaving town on 12/22/23 and did not want to risk this order arriving when I was not home, I opted for the expedited shipping option. On 12/20/23 my order had not yet arrived and the link to the *** tracking number stated it had not been shipped. At that point I reached out to lucky customer service to find out if they had any anticipated updates on the order. A customer service representative assured me that the order would arrive that evening, 12/20/23 and that in fact the tracking number provided was for ****** not *** as the website (and associated link: ********************************************************************************** ) stated. This order did not arrive prior to my leaving town on 12/22/23 and in fact was not reported to have been delivered until 12/27/23. When I arrived home on 12/28/23, the package was not at my doorstep as reported by ****** I additionally checked with my apartment complex and neighbors who denied receiving to us package on my behalf. Unfortunately, I suspect this package was stolen as can be common around the holidays. I requested a refund for this order from Lucky as the date of shipment arrival advertised, as well as the company used to ship the package, were so extensively inaccurate that it resulted in my package likely being stolen. Their customer service department refused to process this request or take responsibility for the false advertisement and claims of expedited shipping to arrive in 2-days. They additionally refuse to provide any written policy regarding their lack of liability for the false advertising. Order #********.

• Initial Complaint

  Date:12/20/2023

  Type:Delivery 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 placed an order on lucky brand's website. I receuved a confirmation email for the order. I used PayPal to make the purchase. I noticed there were 2 holds on my PayPal account for the purchase. Confirmation email said it would ship on 24 to 48 business hours. Several days layer I contacted them because I hadn't heard anything. Turns out they cancelled my order without notifying me. They never sent an email or notification about cancelation. The hold is still on my card. They claim the order was cancelled due to low stock/ sold out inventory however the item is still available on their website and shows in stock at a higher price.

• Initial Complaint

  Date:12/19/2023

  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.

  I want to return 2 items for a refund that were not marked final sale on the website, during the purchase process or on the receipt yet they are refusing the return.*Attached return policy states you have 60 days to return items, says nothing about final sale items being priced at $XX.97 I bought 3 jeans at $69.30 each and 2 colognes at $23.70 each. Order total $255.30. I used a 25% off coupon code they emailed me=discount of $63.93. $255.30-$63.93=$191.47.25% discount showed as a discount on the total order never showed new price of items (Receipt attached)Tried to return, told price ends in $.97 so final sale. I stated they werent marked final sale and price was $69.30 and that nowhere were they marked ending in $XX.97. *They have a difficult to find link on site that says items ending in $xx.97 are final sale but why would I click a link called "final sale" if items weren't marked final sale. Even if I did click link, my items weren't priced ending in $.97 *Even with the .97 rule, The jeans I purchased were priced at $69.30I used a promotional emailed coupon the sent me to get 25% off my order. Order discount coupons are just that, a total order discount and doesnt change the return-ability of an item unless it clearly stats that which it didn't. Coupon attached.*Items need to be marked clearly as final sale. These items werent marked final sale because they werent final sale. Even today the exact same jeans are not final sale items (Picture attached showing they arent marked as final sale even now)The jeans were not listed/marked as final sale.Return policy states nothing about $.97 price making an item ineligible for return.The jeans weren't a $xx.97 price.The 25% coupon showed as a total order discount and never even showed me discounted price of $xx.97.A business cant have final sale items without disclosing they are final sale which they did not. All other items on their website that end with $xx.97 are clearly marked.