Complaints

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

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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

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:11/04/2024

  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.

  On October 23, 2024 (almost 2 weeks ago as of today), I placed on an online order for a wallet, my debit card was charged, and the charge posted and became final on October 24, 2024. Website said it should have shipped in 3-5 business days. I have not received an item or a tracking number -- as of November 4, 2024, all indications are the item never shipped. Their automated phone system says they prepare items from the previous week for shipment every Monday -- that would have been October, 29, 2024, 1 week ago. I filled out the online Contact Us form twice and got an email notification it was received both times, but no response. I called their number and went through multiple menu options, but it always ends with a robot telling you there are no agents available so use their online Contact Us form (the one I already used twice and got no response to). They took my money, sent me no item, and are not responding to any submissions.

  Customer Answer

  Date: 12/03/2024

  The item did eventually arrive, but I still never got a response to my emails, nor was able to get through via phone. They have no means of contacting them when something goes wrong.

• Initial Complaint

  Date:07/09/2024

  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.

  On May 26th, I ordered a wallet & tote bag from Lug. I received the wallet but not the tote bag which was $38.00. The order number was ******. I order a lot from this company and have had issues in the past, but they seem to eventually get resolved. I contacted customer service at *** on June 4th. On June 6th, *****, from *** said he made a new sales order for my missing tote. I followed up again with Lug on June 12th, 21st & 29th because I did not receive a new order number or my tote. I did not receive a response back on any of these 3 emails. On July 1st, I decided to start a new ticket since I wasn't getting anywhere on my previous emails. As of today, still no response, no tote bag & no credit to my charge card.

  Customer Answer

  Date: 07/14/2024

  On June 12th, I finally received an email from Lug. Not sure if I received it due to the complaint I filed with you or not.  Even though I asked for a credit back to my charge card, they gave me a credit to my Lug account.  At least it's finally resolved.  I do like their bags & apparel and will use the credit.  I have had shipping issues in the past, receiving opened/damaged boxes & missing items, but never has it taken a month to answer an email. I sent 1 email a week for a month with no response.   He blamed it on the fulfillment center, but the item may have never been reordered, since there was no new order number. 

• Initial Complaint

  Date:03/01/2024

  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 a Lug soprano travel bag received it February 28, 2024. The bag is extremely small and is really a handbag and not a travel bag. I have called went on ******** page.attempted to file a return online and every tool leads back to the same page. You cant speak to a customer service rep.*** wont send you a return slip. The box has two addresses one in ******* on in ******. I dont trust sending it back because **** will have my money and the Soprano Bag.Please provide me some assistance. This company should not be doing business.

• Initial Complaint

  Date:02/28/2024

  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.

  RETURNED PURCHASE - CONFIRMED RECEIVED BY LUG. TOOK THEM OVER A MONTH WITH SEVERAL EMAILS TO GIVE ME A REFUND. WOULD NOT HAVE GOTTEN MY REFUND UNLESS I CONTINUED TO CONTACT THEM. NO EXPLANATION OR APOLOGY - STILL WAITING FOR REFUND.

• Initial Complaint

  Date:01/18/2024

  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 a number of items from the Luglive website through their online sale on December 26, 29, 2023 and January 2 and 5, ****. 7 items in total. Money was withdrawn right away from my bank account. Subsequently 3 small items were delivered, 2 items cancelled and 2 items never delivered with a value of $84.00 US. Money has not been refunded and it is impossible to contact customer service. They do not answer the phone nor do they respond to the numerous emails that have been sent. It is impossible to speak with anyone. This is an ongoing problem with this company. They oversell and underdeliver.

• Initial Complaint

  Date:05/30/2023

  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.

  Items never ship. Especially the most expensive ones. No response from customer service. Excuse after excuse is made. They decide who dies and who doesn’t get their items. They take the money before it’s shipped and a lot of packages go to the wrong address. I have orders from may 12 that haven’t shipped but the orders which cost less from last week have shipped. They need to be put out of business and the media need to be notified so that everyone knows what a scam they are. There have been nothing but problems and excuses since they claim they have a legal battle with their warehouse. They are driving the old customer away, while lying to the new ones. They need to be put out of business.

• Initial Complaint

  Date:05/24/2023

  Type:Billing 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 ordered an item from Lug (Order * ********** at approximately 2:30 PM (PST) on May 22, 2023. Lug confirmation indicated that the company is experiencing delays. Hence, within two hours, I e-mailed a request to cancel the order because of potential delays. I received a response that the order had been placed in the PROCESSED ORDER batch and Lug refused to cancel the order. It does not make sense that Lug is experiencing delays and at the same time processed my order within about two hours of receipt. I request that the BBB intervene to require that my order be cancelled and that BBB not charge my credit card. I will provide e-mail stream between LUG and me at BBB request. Thank you.

  Customer Answer

  Date: 06/08/2023

  Please be advised that the company (Lug LLC) that was the subject of this complaint did in fact deliver the item.  It was delivered by *** on 6/5/2023.   Thank you for your efforts.  Even if Lug did not respond to BBB, your interceding was probably an incentive for them to deliver the item.

• Initial Complaint

  Date:05/17/2023

  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.

  This company promotes on their Luglive shows that you pay $9 dollar shipping or spend $100 dollars and get free shipping for the week. So Monday to Monday these are words from their website “ We offer our #LugLive shoppers a $9 flat rate for all orders placed during the designated weekly period. The current weekly period starts every Monday at 9am EST and continues through the following Monday at 8:59am EST.” “*Shipping offers may differ every week, so please listen carefully to the timeline the host expresses during the live show.” Ok well I place my orders from the 4/25/23 to 5/7/23 and all I have gotten is a UPS number that keeps coming back invalid. I’ve asked for the right number with no answer I’ve spent over $900 and here we are on 5/17/23 and I still don’t have my money back or product. The company also said no cancellation and all sales final but haven’t ship products out to customers I would like this issue resolved quickly as possible. I enjoy products from this company but I don’t enjoy take consumers money and ship when you feel like it. A company has to stand on what they promised to do orders shipped out no later than the 48hrs has stated on website or let a costumer know theirs a delay. Communication is key to any relationship in business. This is the second major sale event and there was a fumble on the play. And then to keeping having live shows adding more orders and your not caught up on orders makes this look worse like money is the only thing that matters. I would like to see all my orders very soon or word when I will see them. Your costumer service is a issue within its self. I’ve sent more then enough emails that I got a invalid ups tracking I feel that’s was to get me off their back. And that’s why I’m her filing this report let’s fix this.

• Initial Complaint

  Date:05/15/2023

  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.

  Orders Sidewalk Sale Week 1: ******* ******* ******* ******* ******* ******* ******* ******* ******* ******* ****** *otal $359.00 Credit Card charged immediately for ALL orders, though not shipped! I have contacted Customer Service (CS) regarding Sidewalk Sale Week 1 Orders and each attempt I am told they are shipped via *** Tracking number ******************. Once *** picks up the order your tracking information will be updated! You may track your package after 24-48 hrs. Orders have NOT shipped, contacted CS again who states: We can't guarantee a specific timeline when the orders will be picked up. The orders are currently being consolidated and once *** picks up your package at our Distribution center, the tracking information will be updated. Your tracking has been assigned and you may track the package after 24-48 hrs. Contacted CS again, due to the email reply stating to track within 24-48 hours AFTER a full 5 business days and still no shipment. I was told: Unfortunately, our team is experiencing processing/shipping delays at this time, your order is currently in process at our Distribution center. Your Lug orders will be sent by *** with the tracking number ******************. Once *** picks up the order your tracking information will be updated! You may track the package after 24-38 hrs. Orders were placed Week 2 Sidewalk sale: ******* ******* ******* ****** total $147.20. Should have shipped last week - NOTHING! Card charged. Lug sent mass apology email regarding their shipping/warehouse stating all was resolved. I trusted them, to order again and same scenario. No items shipped. I have to pay balance on card or accrue interest for items not received. Lug continues to charge customers and make false promises regarding products and shipping. Since they can't produce items and no ability to know when items will be received, they should REFUND money!! Stop taking customers money, when items don't ship!

• Initial Complaint

  Date:05/10/2023

  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.

  I placed an order on April 24, 2023 that as of today May 9, 2023 has not shipped yet. I have emailed several times and just get the run around. They said they shipped on May 5, 2023 and sent a *** tracking number but when you track it all it says is label created still waiting for the package. Creating a label does not mean it was shipped and according to *** they have not received it. These people have horrible customer service and their shipping is atrocious. I just want a refund, I will find something better somewhere else. I will never shop with them again.