Complaints

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:22/04/2025

  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 backpack from this company for $250 plus shipping on 8/3/2022. The backpack was heavily marketed as having a true double layer bottom. On 12/1/2023 the company discovered that all backpacks sold up to that point were defective and did not have a double layer bottom. On 12/8/23 the company made a post titled "Our Commitment To Making it Right" which can be found here: *************************************************************************************** In this post, they aknowledged the defective product and promised to contact all owners and offer either a rebate or a full refund. They stated as much in the post linked above: "But, we understand that not everyone will be happy with this offer. If you just plain dont feel good about this whole situation, we dont blame you, and were here to take care of you. Even if your purchase is outside of our standard return window, were offering a full refund & return for anyone concerned about this issue.Our support team will reach out to all backpack buyers in the next week or so with these 2 options; a warranty update + $25 credit, or a **************** This submission process should be automated, but there are thousands of you out there, so please bear with us as it may take a few more days than normal to get through the full process and send out replies."Unfortunately, the company never contacted me. I confirmed this on 12/24/24 which is when I found out about the defective product from a 3rd party. I reached out and provided them my inbox which did not show any attempt by ******** to reach out regarding the defect. The company did not acknowledge failing to contact me. They informed me that they were no longer offering the partial rebate, and when I asked them to honor the above Commitment to Making it Right and to refund me or offer an exchange so I can get a bag with a true double bottom, they denied my claim and refused to elaborate further.They are still refusing to honor this warranty

  Customer Answer

  Date: 22/04/2025

  I have added the invoice from their shopify store.

   

  A minor correction, my original order was from 10/12/2022, not 8/3/2022.

   

  The first order from 8/3/2022 was canceled due to a shipping issue, bringing my cost to ****** that I spent on the backpack.

   

  The bag is still defective and I have not heard back from the company since I requested they honor their warranty and replace my defective backpack.
  

  
  

• Initial Complaint

  Date:31/01/2024

  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.

  I ordered a water bottle about 3 weeks ago and I havent received anything. The estimated delivery was 3 to 9 days which were well past. I contacted customer service twice, but only received automated responses that said they would respond in 3 to 5 days which they never did. I just want a full refund including the shipping.

  Business Response

  Date: 08/02/2024

  LTTStore.com regrets that the complainant had a poor shopping and customer service experience.
  
  According to our records, the customer's ordered goods were received on February 2nd, just a few days after the order was shipped on January 28th. This is in-line with the expected timeframe which we set out for US orders during our checkout experience, which is a transit time of 3-9 days.
  
  Fulfillment on this order was regrettably delayed due to a false-positive in our fraud detection software. Once the error was uncovered, the order was fulfilled immediately.
  
  The complainant's first attempt at getting in touch with us to alert us about this delay was not received, as it was erroneously spam-filtered. The complainant's second attempt at getting in touch was not spam-filtered, and was responded to in under 48 hours. That communication has not, as yet, been responded to by the complainant. Nonetheless, we have followed up with the complainant via email to ensure that the goods have arrived safely. If the complainant still wishes to receive a refund for the goods, they may request a return up to 30 days after February 2nd, ****.

  Customer Answer

  Date: 09/02/2024

   
  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:30/12/2022

  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.

  Date of the transaction: 31st of August 2022 The amount of money you paid the business: $87.98 USD What the business committed to provide you: An *** screwdriver What's the nature of the dispute is: The package was shipped on the 30th of October but has not yet arrived after 8 weeks, and the company has not provided a satisfactory resolution or refund. Whether or not the business has tried to resolve the problem: I have contacted the company's customer support team multiple times, and communication from them has been terrible. It took me multiple emails to get my first response which was just a generic copy-paste reply. After I called them out for not even reading my emails they said to just to wait, that my screwdriver would arrive. so I waited 2 more weeks and still nothing. I then sent them another email and got no reply. I sent them a few more and still no reply, they are completely ignoring me. ** ***** ** **** *** ****** *** **** ** ******* *** * **** **** **** ** ***** *************** ********************** ******* ***** ******* * *** ********* ************ 

  Business Response

  Date: 13/01/2023

  ***Store regrets that this customer had a poor experience and has taken all reasonable measures to ensure that this situation was made right for them. What follows is a brief summary of our interactions with this customer with specific regard to their missing screwdriver product, as well as how we resolved that situation with them. ***Store is committed to resolving all customer issues to the best of our ability, by any reasonable means necessary.

  This customer's order was indeed shipped on October 30th. This individual first got in touch with our support team on December 12th, advising us that their order had not yet arrived. Our customer support agent Cael replied on December 13th and advised them of the possibility that their shipment may be delayed by up to 6 additional weeks, based on historical trends for their area. The customer was promised that if nothing changed within that timeframe, further assistance would be provided. This would have included either a full refund or another shipment attempt at no additional cost, depending on the customer's preference.

  While the estimated timeframe of shipping for orders outside of the US and Canada is between 14-28 days, per our store's shipping policy (which this customer implicitly agreed to by making a purchase) this timeframe cannot be guaranteed due to factors outside of our direct control, such as customs delays or other conditions abroad that can severely impact shipping speed. That policy can be viewed here: ********************************************** 

  We do acknowledge, however, that due to our status as a low-volume retailer this shipping speed may have been slower than that of other stores the customer may have purchased from in the past. While it will not ultimately impact this particular purchase, as our business continues to scale up we expect shipping services to improve significantly in terms of speed. While the nature of eCommerce is that a small number of shipments will unavoidably get lost in shipping, we guarantee compensation should this occur.

  The customer got back in touch on December 19th and requested a refund ahead of the previously-indicated timeframe. Despite this, the refund request was granted and the customer was informed of this decision on December 27th by our customer support agent Sam, as we agreed that it was possible the customer's shipment could have been lost based on the available evidence. The time that passed in-between these two events is due to a temporary period of high demand to our customer support helpdesk, which the customer would have been informed of through a banner on the homepage of our store as well as an automated message from our helpdesk software. This backlog has since been overcome and customers can generally expect a reply to all queries within 24-72 hours depending on the nature of the request as of today.

  We hope that this response provides a satisfactory explanation of our position in this case.

  Customer Answer

  Date: 16/01/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and although frustrating of an experience it was, LMG has provided me with a satisfactory resolution.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:23/12/2022

  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.

  I ordered several items on November 28th, 2022 with 3-9 day shipping. I contacted them after a week asking if there was something wrong with the order. They waited over a week to respond and said that it had been shipped and it was with their shipping partner (*****). According to their shipping partners website they never received the package. It has been over 3 weeks since the order was placed and over 2 weeks since it was allegedly shipped and the order shows no movement. I contacted lttstore again and they have ignored me

  Business Response

  Date: 04/01/2023

  We have been in contact with this customer regarding the issue. Unfortunately they were impacted by shipping delays due to the holiday season, and were understandably frustrated with their experience. Their package is set to deliver to them today.

  Customer Answer

  Date: 05/01/2023

  
  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,
  
  ******* ******