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Business Profile

Luggage Manufacturers

Lug USA, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Luggage Manufacturers.

Complaints

This profile includes complaints for Lug USA, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Lug USA, LLC has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

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    • Lug USA, LLC

      6526 Old Brick Rd # 120-503 Windermere, FL 34786-5839

    • Lug USA, LLC

      2805 Allen Street Suite 113 Dallas, TX 75204

    Customer Complaints Summary

    • 64 total complaints in the last 3 years.
    • 13 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/14/2025

      Type:Product Issues
      Status:
      Unanswered
      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 am wishing to return the item. I have 30 days to return the brand new item. I am trying to return it online and it is not excepting my return. Tried to call customer service and no one is available to take my call.

    • Initial Complaint

      Date:02/03/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      First, please note that I am deaf, so the phone number is for texting only. Second, please note that I live in ******, which is not a province that is listed in your directory. I put "Ontario" as a placeholder.The issue is with LugLive, which seems to be related to LugLiFe. I was shown a price in Canadian currency (or so I thought), I purchased the items, but the transaction showed up much higher on my credit card - meaning that the business had charged the US price and I was seeing the exchange to Canadian dollar on my credit card bill. Already this was a problem for me because it said "CAD" on the website. I thought maybe they had explained this in their videos, which aren't captioned for deaf and hard-of-hearing. I reached out to ***************** They went two weeks without responding. When I threatened to file a complaint with the BBB, I suddenly got a response saying they had "lost" my initial e-mail. Apparently LugLiFe works differently with Canadian currency than LugLiVe. They sent me a mailing label so I could send the items back, explaining that with the exchange, I might not recover all of my money. I was upset and confused and just wanted to send everything back. I printed out their shipping label and sent everything off over two weeks ago. I have followed up twice and they are not responding. I can send the BBB the entire conversation with dates, times, details, etc (enclosed). They have to refund my money. I would also note that other customers are having the same problem, so this is not limited to my own experience. If there is any more information that is needed from my end, please don't hesitate.

    • Initial Complaint

      Date:01/31/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 have emailed, called ( NO ONE EVER ANSWERS!!) and sent a ******** message. No response. First I was trying to find out if they will do a price adjustment for something I just bought ( no one responded yes or no). Then I went on the lug portal to do a return and it wont take my address. This company is fast to take your money but NEVER ANSWER THE PHONE! The deserve a F, totally appropriate! I see ***** ******* is the owner and he cant be reached. I just want good customer service. This is crazy!

    • Initial Complaint

      Date:12/17/2024

      Type:Delivery Issues
      Status:
      Resolved
      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 sent in returns at the end of November. The tracking shows that the items were delivered before Thanksgiving. I have not received my refunds, and the amount was over $600. I have contacted customer support and they will not respond.

    • Initial Complaint

      Date:12/04/2024

      Type:Delivery Issues
      Status:
      Unanswered
      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 sent back 6 items to the company which were received on Nov 18. I still have not received a refund. I have emailed the company and no response. I can not call because they have no customer service phone number.

    • Initial Complaint

      Date:11/20/2024

      Type:Delivery Issues
      Status:
      Unanswered
      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 numerous orders during Lug's QVC Wicked lives a week or so ago and up until today everything has arrived just fine, with the exception of a blanket that arrived in the wrong color. I had ordered the green and pink and black arrived. However, I reordered the green and pink on their site with some other items and still have not received any confirmation as to when they will be shipped. But, my reaching out has to do with my QVC order number **********. I was notified by *** that it was shipped and fulfilled by Lug and due to be arriving yesterday, which it did. However, the items listed in both packages were not in the packages whatsoever! I only had two straps in one and the other had one purse. I am missing six bags and two straps...just insanity! Yet, I was billed for everything and according to ***, Lug notified them that the order was fulfilled, because the order is fulfilled through Lug and not QVC. I would appreciate the remaining items of my order sent to me ASAP from the *** order, as I was told I had to contact Lug. Also, my two orders that I placed with Lug, I would appreciate being sent out ASAP as well, because no one there answers the phone, replies to complaints or answers emails.Their products are absolutely wonderful, but it's a huge disappointment when 8 items are missing and they list them as being shipped; it is absolutely uncalled for!! I have attached screen shots of my QVC order for Lug with the items that should have been in the shipment, but are missing....again, insanity!! I also have attached a copy of invoice that was in with the only purse that was sent, and 4 were missing purses, as there was no invoice in with the package with the two straps where 2 purses and 2 straps are missing. I also have included screenshots of the two orders I placed through Lug Live and would appreciate those orders being sent out as well.Messing up one item is one thing, but 8!!!! Absolutely inexcusable on any level!!

    • Initial Complaint

      Date:11/19/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 with *********** for a few items. They sent the items out but *** lost the package. *** told me I need to contact the shipper but Ive emailed twice and tried calling Lug to no avail. Why is it so hard to reach customer service? I either want a refund or replacement items sent but cant get a hold of anyone at this company.

    • Initial Complaint

      Date:11/18/2024

      Type:Delivery Issues
      Status:
      Unanswered
      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 ordered some Lug purses during the Luglife warehouse sale. When I received the order, I received someone elses order. I have contacted customer service and I have emailed the company thru ******(which is what I used to pay for the order). I have heard nothing back from the company. I ordered my items on Oct 25 2024. I received 2 packages on Oct 30 2024. I contacted Lug on the same day that I received the packages. I waited 1 week and then emailed ***** at *******. I waited another week and started a dispute with ******. I have heard nothing back from any of the emails.

      Customer Answer

      Date: 12/17/2024

      The company has contacted me directly and offered a full refund. The items have already been sent back and I am just waiting for a credit on my credit card.

    • Initial Complaint

      Date:11/08/2024

      Type:Delivery Issues
      Status:
      Resolved
      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 something from lug online. Was told shipping would be here by November 7. When you call the company you cannot get ahold of anyone doesnt matter what option you select on the phone says they dont take calls. This order was $160 and I now have no product. The tracking number was sent over a week ago and they still have no tracking information on the order.

    • Initial Complaint

      Date:11/04/2024

      Type:Product Issues
      Status:
      Resolved
      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 ordered 4 purses through the *** Warehouse Sale on Sunday, October 27, 2024 5p and was immediately charged $166.94 to my ************ Email received from *** confirming order received Sunday, October 27, 2024 5:30p.*** website shipping policy states 'in stock items leave our shipping facility within 3-5 business days' and 'if you have any questions about specific shipping needs please fill out our contact form'.*** website lists my order as 'pending'. No email that items have been shipped has ever been **************** form was completed Saturday, November 2, 2024 and assigned #******. Monday, November 4, 2024 *** lists customer service inquiry #****** as 'solved' (closed) 7 hours ago (today) and was assigned to a '****'. Call placed Monday, November 4, 2024 3:37p to ************** ************* for ****** employees answer the phone. Message from ***: 'Unfortunately, our agents are not available to help you at this time. Goodbye'.I want delivery of my 4 purses. If they are out of stock I want a full refund of my money taken by *** 9 days ago.Advertisement to sell purses, taking full payment for purses 9 days ago and then refusal to deliver 4 purses is theft of $166.94. PLEASE help me. I saved this money for Christmas gifts. I am a retiree on a fixed income and am humbly requesting either my Christmas gifts I already paid for or return of my money.

      Customer Answer

      Date: 11/12/2024

      *** shipped only part of the order I paid for in full. *** has refunded to my credit card cost of the merchandise LUG advertised as available for sale but was in reality out of stock. I truly feel that I would have received NOTHING from *** and they would have pocketed my full payment had it NOT been for the quick and professional action of BBB of *************** and the additional F.T.C. complaint that I filed. I will NEVER EVER patronize LUG ever again. Thank you for all you do for American citizens. 

    Lug USA, LLC is NOT a BBB Accredited Business.

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