Business Profile
Luggage Manufacturers
Lug USA, LLCThis business is NOT BBB Accredited.
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Complaints
This profile includes complaints for Lug USA, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
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 ComplaintThe 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:10/20/2022
Type:Delivery IssuesStatus: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 7 orders on the luglive platform on Oct 2, 3, and 4th. The owner of the company publicly promised that the orders would ship by Oct 14th. I would not have placed any orders through this service without this guarantee. I contacted the company on the 13th via their social media to insure my orders were shipping out on time because I had not received any tracking information. I was told there might be a delay to Mon. When I checked on Mon the delay then moved to Tues, then to Wed. I emailed on 15th and was told they would ship out by today. I have received no tracking information or email response to why not. Then the company posted publicly that they are closing today at 1pm until next Monday. I have reached out by email and social media again today asking for my tracking information and if my items are coming. They are no longer responding to emails or social media messages.Initial Complaint
Date:10/18/2022
Type:Billing IssuesStatus: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 placed week of 10/02/22 were supposed to ship the following week per company. No orders have shipped yet. I have to date sent 6 customer emails regarding at first to check and see where my orders are (total of $662.00) and no reply. Then I've sent 2 emails for them to cancel my orders and refund my bank account. No response from them. I've tried calling their customer service number 855-584-5433 and no body picks up it prompts you to leave a message yet no one returns your calls. My orders were placed on the LUG social shopping app ***********Initial Complaint
Date:10/17/2022
Type:Delivery IssuesStatus: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.
Made a purchase on 9/19/2022. Order never shipped and I have contacted the company 7 times via email for the last 2 weeks regarding this order and I have been ignored. They have my money I do not have my product. I would like what I paid for sent to me. This company is notorious for shafting people off their orders. This is almost criminal.Business Response
Date: 11/02/2022
Consumer Response /* (2000, 5, 2022/10/20) */ ------- Forwarded message --------- From: BBB InfoInitial Complaint
Date:10/12/2022
Type:Product IssuesStatus: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 ordered a replacement strap for my purse from luglife.com on August 12, 2022. Order number was ****** for a crimson dot 1.5 inch replacement strap. I received a tracking number August 31,2022. After several weeks the tracking number still showed that it had never shipped from the warehouse. I attempted to call the company and every option leads to a dead end or to leave a message. I emailed the company September 9th and received a reply September 16th stating "Hi********! Thank you for reaching out to us. We apologize for the delay of the shipment of your order! Unfortunately this was a system error on our end- your order is going to be reshipped, and as soon as new tracking information becomes available, this will be emailed to you! Please let us know if you have any further questions or concerns. Have a great day! Kameryn" 3 and a half weeks later, I haven't received a shipping email and my initial tracking number still shows it is still at the warehouse. I have also tried to reach out on social media. I would like to receive my order or receive a refund.Business Response
Date: 11/17/2022
Business Response /* (1000, 5, 2022/10/20) */ Hello! We apologize for the issues regarding the shipment of your order. We have went ahead and issued a refund for this order since this has still not been delivered per the tracking information.Initial Complaint
Date:09/09/2022
Type:Delivery IssuesStatus: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 an order online on August 12th. I emailed them on August 30th to see why my order still wasn't shipped out. I received a correspondence the next day that my order was shipped. It still just shows label created for shipment and no movement. I emailed them again on September 6th stating that my order was still not shipped and they sent me an email back that my email was received and I still haven't heard anything back from them. I feel like they're just keeping my money and are not even trying to send me my item.Business Response
Date: 10/06/2022
Business Response /* (1000, 5, 2022/09/19) */ Hello! This order was shipped and delivered as of today, 9/19/22 with tracking *********************** Consumer Response /* (2000, 7, 2022/09/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) I received a prompt response and received my item quickly after the responseInitial Complaint
Date:07/26/2022
Type:Product IssuesStatus: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 was charged 101.00 and 115.00 for 2 separate orders that I placed on the company's mobile app called LugLive on July 20th, and I was charged to my credit card on July 21. I emailed the company the same day to ask why my coupon code didn't work when I checked out. Their email is [email protected]. I emailed them again the next day, since I never received an order confirmation or reply. I never got any response back. On July 25 I called their number and was taken to voicemail so I left a message asking for a response to my support ticket. No reply either. Today I discovered hundreds of complaints on the company's Facebook page about their total lack of response and apparently charging customers without shipping or delivering the products that were paid for. The complaints are all written within the last 2 months. I am considering contacting my credit card to charge back the amount, unless the company responds as a result of this BBB complaint and if they will guarantee that the items I paid for will be delivered to me within the next week. If not, I will ask my credit card company to give me the money back and I will report a fraudulent charge.Business Response
Date: 08/15/2022
Business Response /* (1000, 8, 2022/08/15) */ We have sent a response to your email inquiry on July 27, 2022. We have resolved this inquiry by refunding for the 20% off promotion, and have also ensured that the order confirmation email was sent. LugLive order ******* was also shipped and delivered with tracking *********************** Consumer Response /* (2000, 10, 2022/08/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) Your response didn't mention my 2nd order, ****** however I did receive BOTH orders********* in the mail yesterday. For that reason I am marking this case as resolved, even though the resolution is only partial at best. The tracking number that I had received indicated that my package was going to San Diego, so the tracking number was useless.Initial Complaint
Date:06/30/2022
Type:Product IssuesStatus: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.
Order ********* was placed 6/11/2022 for $110.00 for two products. On 6/16/22 I received an email with a shipping number for***** Expected arrival 6/23/2022. But that number has showed that*****had not received the package, so on 6/22/22 I emailed Lug. Didn't hear back. Emailed again 6/23/2022 and received a reply on 6/24/2022 saying they don't know why it hasn't been received by***** but that the tracking number should update by the end of that week or early next week. By 6/27/2022 I emailed again because the tracking information had not updated, no reply to email. I tried calling their 800 number and to went to a voicemail. I left a message with my return phone number requesting a call back. Also, tried sending them a message on Instagram as they were actively posting online. 6/28/2022 still had not received a reply, emailed and called again. No reply 6/29/2022 emailed one last time asking for a refund, for them to reship the item or I'd contact BBB. NO reply to that email or any of the others or neither voicemails or IG message
Lug USA, LLC is NOT a BBB Accredited Business.
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