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:05/28/2025

  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 on April 21st for the backpack and have not received an update on my order in over a month now. I emailed about this issue but have not received a reply.

  Business Response

  Date: 06/11/2025

  We’re excited to let you know that your order has been fulfilled and is now in transit!
  Estimated Delivery: Saturday, June 14 by 7:00 P.M.
  Tracking Number: **************************
  You can track your package using this tracking number for real-time updates.
  
  We sincerely apologize for the delay and truly appreciate your patience and understanding while we worked to get your order out.
  
  If you have any questions or need further assistance, feel free to contact us anytime.
  Thank you again for your support!

• Initial Complaint

  Date:05/28/2025

  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 a $187 order on April 18, 2025 which qualified me for free 6-12 day shipping. I am writing this complaint on May 27, 2025 and my order still has not been “prepared for shipment.” I have reached out to the company and have not gotten a response. As far as I can tell the order has not been prepared or shipped, and certainly has not been delivered. There is no option to cancel my order, which is what I would like to do at this point.

  Business Response

  Date: 06/23/2025

  We’re writing to confirm that your order has been fulfilled and was delivered on Friday, June 6 at 12:51 P.M. in/at your mailbox.
  Tracking Number: **************************
  You can track your shipment using this number on the carrier’s website for full delivery details.
  We sincerely apologize for the delay in getting your order to you. As we continue working to upgrade and streamline our fulfillment centers, some orders have experienced extended processing times. We truly appreciate your patience and understanding during this time of improvement.
  If you have any questions or need further assistance, feel free to reach out — we’re here to help.
  Thank you again for your support.

• Initial Complaint

  Date:05/27/2025

  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 March 28th I placed an order totaling $542.92. Order number *******. After waiting three weeks I received other orders placed after this order but didn’t receive this one so I started messaging,
  Calling and emailing customer service. Not only did they ignore my comments they never replied or answered the phone. Only after I threatened to dispute and contact the BBB did they reply. I thought that was going to fix the issue but it didn’t. I still haven’t received the order.

  Business Response

  Date: 05/29/2025

  Thank you for reaching out, and I sincerely apologize for the delay and lack of communication regarding your order. I completely understand your frustration, and you’re right to expect better service.
  After investigating with our fulfillment team, I’ve confirmed that your order was unfortunately never shipped due to certain items being out of stock — specifically the Limited Black Camo Hydro-Snapback and the Limited Retro Racing Sweater (2XL / White / Red).
  This should have been communicated to you much sooner, and I truly apologize that it wasn’t. We’re currently reviewing how this was missed and working to make sure it doesn’t happen again.
  
  At this point, we’d be happy to offer you the following options:
  Swap the out-of-stock items for other available items of equal value.
  Process a store credit for the unavailable items + 50.
  
  Please let us know how you'd like to move forward, and we’ll prioritize resolving this for you right away.
  Again, I apologize for the inconvenience and appreciate your patience.

  Customer Answer

  Date: 06/02/2025

  
  
  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. Send whatever makes up for the price point in an XL. Don’t care what you pick I just want my order. It’s pretty disappointing and sad that a simple lack of communication has caused you to lose a customer. How easy would it have been to just communicate with me that something was out of stock? SMH. 

  
  
  
  Sincerely,
  
  
  
  **** *******

• Initial Complaint

  Date:05/27/2025

  Type:Delivery Issues
  Status:

  UnresolvedMore 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 1st, 2025, I placed my 1st order with LGND Supply Co. On May 8th, 2025, I placed a 2nd order. Today is May 25th and neither of the 2 orders have yet to ship. The money was taken from my payment method at the time the orders were made. I have reached out to the company via calls, emails, and directly through their social media pages. I have not received a response back with the status of my deliveries. I requested a refund and was refused due to the merchandise including entries into a sweepstakes that has ended, and cannot be canceled. They are advertising their business on social media, convincing people to purchase merchandise that they dont even have. They take your money for it and never ship you anything and dont offer refunds. It seems like a scam to me. No business of any kind should be legally allowed to sell products to people that they dont have and not offer a refund regardless of the fact the purchase includes entries into a sweepstakes. The entries and the merchandise are 2 seperate things. If the sweepstakes has ended, There should be no reason to not be issued a refund for the merchandise they dont have.
  
  Also, there are hundreds more people having the same exact problem and posting about it all over ******** and *********. LGND Supply Co. will not respond or comment on anyones post about it either. I lost a total of just under $500 on merchandise that was orderd and never shipped. There is no tracking info created yet and both orders still show as "processing".
  
  Please help me get my money back and put a stop to what this company is doing to innocent people.

  Business Response

  Date: 05/28/2025

  First and foremost, I want to sincerely apologize for the frustration and lack of communication you've experienced. We understand how upsetting this situation is, and your concerns are absolutely valid.
  After reviewing your orders from May 1st and May 8th, I can confirm that they are now in the final stages of fulfillment. Both packages are scheduled to ship shortly, and you will receive tracking information as soon as they are scanned by the carrier. We will personally ensure you’re notified the moment that happens.
  Regarding your request for a refund, you're right, the entries and merchandise are two separate elements of the order. However, because the entries are tied to the sweepstakes, which has already closed, we are currently unable to process full refunds in accordance with the official rules. That said, we take your feedback very seriously, and we're actively reviewing our processes and improving communication to avoid situations like this moving forward.
  Please know that we are not ignoring our customers, and we are doing everything we can to catch up on delayed orders. We’ve been overwhelmed with support but are also aware that delays like this are unacceptable. Your experience matters, and we are committed to making it right.
  I truly appreciate your patience, and I will personally follow up with you as soon as tracking becomes available.

  Customer Answer

  Date: 05/30/2025

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

  Customer Answer

  Date: 06/10/2025

  Hello, I would like to re-open this case. When the response was received by the company I was satisfied based on what was written at that time. It turns out it was just a lie. None of what they said in the response was true. It has now been an additional 2 weeks from the date the company responded to my complaint. My order still has not shipped that was ordered on May 01, 2025. They called me the next day and I was told I cant have a refund and they have no idea when or if my order will ship. The representative on the phone verbally admitted that eventhough he agrees what they are doing is wrong, there is no way I can get a refund, store credit, a replacment with items in stock, or any updates on the status of my order. I lost $325.00 to this company. It is disappointing how little is being done about this. Why is it legal for a business to steal from the public but if I were to drive there and steal $325.00 worth of merchandise I would be in jail. My next step is to file a police report if this is not resolved properly very soon.

• Initial Complaint

  Date:05/21/2025

  Type:Product 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 purchased an item under order number ******* from this company on 14 April 2025. The total cost was $331.19. The purchase showed 6-12 days for shipping, but the tracking still shows “New Order” to this date and has not been fulfilled. I emailed them requesting the order to be cancelled and refunded on 17 May 2025.
  
  It took three back and forth emails for them to even acknowledge that I was requesting a refund. To which they responded that they are back logged and my order is currently in the queue for fulfillment, but they could not provide an estimated shipment date. They stated because the purchase is tied to a sweepstake that they would not provide a refund.
  This practice of showing an erroneous shipping time frame when purchasing is deceptive.
  For them to not allow refunds, but at the same time not be accountable for a reasonable shipment date is an unacceptable practice.

  Business Response

  Date: 05/21/2025

  Thank you for reaching out and for sharing your concerns. I truly understand your frustration regarding the delay and the challenges you've experienced in trying to get clear answers. We sincerely apologize for the inconvenience and lack of timely updates.
  Regarding your request for a refund, I want to clarify that our store policy does state that all sales are final, especially for items tied to sweepstakes entries. This information is available on our website here: *********************************************
  We understand that the current delay has been frustrating. Due to increased demand and high order volume, our fulfillment times have been significantly impacted. Your order should be fulfilled within this week or early next week. 
  You will receive a tracking number once it ships.
  We truly value your support and patience, and we’re doing everything we can behind the scenes to get orders processed as quickly as possible. While we are unable to issue a refund per our stated policy, I will continue to monitor your order and follow up with fulfillment on your behalf.
  Thank you again for your patience, and please don’t hesitate to reach out with any further questions.

• Initial Complaint

  Date:05/16/2025

  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.

  Fail to ship order and nothing but excuses from customer support. They are quick to take funds out of my account but feel as they don’t need to complete the delivery process. Has been over a month and 4 emails to customer support with no resolution

  Business Response

  Date: 05/19/2025

  I’m truly sorry to hear about your experience and completely understand your frustration. It’s absolutely unacceptable that your order has not been shipped and that your previous emails have gone unanswered without a clear resolution.
  Please know that we take this very seriously. I’m personally looking into your order now and will get back to you as soon as I get an update from fulfillment.
  Again, I apologize for the inconvenience and lack of communication. We appreciate your patience and are committed to making this right.

• Initial Complaint

  Date:05/15/2025

  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 three separate orders in response to a sweepstakes. I received one (the lowest purchase price of $35), the other two orders totaling more than $550 have yet to be sent. Their website says 6 to 14 days during high volume. It has been a month (4/17 and 4/18) and still not sent. I have reached out to them through their "Contact Us" link on the website, I have called them with the number provided (mailbox full; unable to leave a message), and I have emailed directly to their sales department seeking an update or any communication at all about my order. All attempts have been ignored. I will not accept any store credit as this company is clearly a scam. I want all my money returned. I will initiate a credit card chargeback with my credit union. The BBB needs to deep dive into this company and review the common theme of the complaints. There will undoubtedly be a response that says "We apologize for your experience, that's not how we do business, etc. etc." It's a scam! Shut them down!

  Business Response

  Date: 05/15/2025

  First and foremost, I want to extend our deepest apologies again for the frustration and inconvenience you’ve experienced. You're absolutely right to be upset, and we take your concerns seriously.
  
  We completely understand how unacceptable it is to have placed two substantial orders back in mid-April—with no updates, no response, and no clarity. That’s not the experience we promise, nor the one you deserve.
  
  Unfortunately, during the sweepstakes event, we faced an unexpected surge in order volume which severely impacted our fulfillment and customer support response times. That’s not an excuse—just a clear look at what caused the delay. That said, it should never take this long to hear from us, and your multiple attempts to contact us should never have gone unanswered. We sincerely apologize.
  
  Additionally, as stated on our store policy, we are not able to give refunds as each product is made to order. Once an order is placed, your contest entries are automatically and immediately submitted to our sweepstakes company and cannot be withdrawn. We cannot tamper with the entries for the giveaway vehicles.
  
  Again, we truly regret the experience you've had and appreciate you bringing this to our attention. Thank you for your patience as we work to make this right.

  Customer Answer

  Date: 05/16/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because I ordered merchandise in good faith that the business actually had in possession the products they were selling to the public.  This obviously is not the case and the business bears responsibility for taking funds from the public without products to exchange for their side of "the deal".  Nowhere on their website does it state limited availability during sweepstakes.  In fact, for one of the items ordered and not delivered, I responded to a direct email advertisement that used language to the effect of "These sell out fast.  Order them now before they are gone."  As it turns out, they never had them or the merchant purposefully took orders knowing they were sold out with no knowledge of when additional merchandises would be received.  
  
  
  
  Sincerely,
  
  
  
  ****** ******

  Business Response

  Date: 05/19/2025

  I want to sincerely apologize again for the experience you’ve had. Your frustration is completely justified, and I’m truly sorry that your attempts to reach us have gone unanswered. I understand why you feel upset and distrustful.
  We are currently experiencing an unusually high volume of orders, which has unfortunately impacted our fulfillment and response times, but that does not excuse the lack of communication or the significant delay in your shipments.
  
  I’d like to personally make sure your issue is addressed. If you’re willing, please email me directly at [email protected], and I will prioritize your case and ensure it’s resolved immediately or you get updates on your order.
  
  We understand you’re considering a chargeback, and while that’s your right, we would truly prefer the opportunity to resolve this directly and fairly with you.
  
  Again, I apologize deeply for the inconvenience and for the way this has been handled so far. Thank you for bringing this to our attention, and we hope we can earn back even a small part of your trust.

• Initial Complaint

  Date:05/13/2025

  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.

  On 4/17/2025 I ordered from LGND SUPPLY CO. It was in correlation to a vehicle giveaway in exchange for entries. I have done this with other companies. Buy their merchandise snd get entered into a raffle in the ****** ******. As of this filing May 12th, I still have not received my order. It is still “ being prepared “ in researching I have found many other customers have not received their orders either. There are rules they must follow for giveaways. And as a business they should honor their orders or refund the money. They are located in the ***. so it shouldn’t take this long. Some customers report still waiting 60 days in. This is deceptive. They claim no refunds because it is attached to a giveaway. I understand their reasoning but they got the payment so they need to honor the fulfillment. I have reached out multiple times and have received zero communication. Unacceptable. Delivery protection was added on automatically, I refuse to work with a company with no morales, values or integrity. I demand a refund.

  Business Response

  Date: 05/28/2025

  We’re happy to let you know that your order was delivered on Tuesday, May 27 at 10:39 A.M. to a parcel locker.
  Tracking Number: **************************
  
  
  If you have any trouble locating the parcel or have questions, feel free to reach out — we're here to help!

• Initial Complaint

  Date:05/07/2025

  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 ordered a product and it never showed up. I asked for a refund and they said I can contact my bank and dispute the charges. I would like a refund.

  Business Response

  Date: 05/09/2025

  Hi!
  
  
  I want to extend my sincerest apologies for the delayed response to your complaint. This is not the level of service we strive for, and I understand how frustrating it must be to wait without an update. These orders are manually fulfilled at our printing facility. Because each item is custom-made, occasional processing delays can occur due to factors such as machine downtime, quality-control reprints from a bad batch, holidays, and other unforeseen circumstances at our print partner and because these products are made to order, we are unable to process refunds. Once an order is placed, your entries are automatically and immediately submitted to our sweepstakes company and cannot be withdrawn. We cannot tamper with the entries for the giveaway vehicles. This information was included in our store policy, which you automatically accepted when you completed the checkout process for your order.
  
  Please rest assured that we are actively working to expedite your order, and I will personally monitor its progress until it ships.
  
  Thank you for your patience and understanding. If you have any further questions or concerns, please don’t hesitate to let me know—I am here to help.

  Customer Answer

  Date: 05/12/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  

  The delivery date was 6 to 12 days and it's been almost 4 weeks. This business is a scam. There are plenty other that didn't get their orders also. I want my money back as I'm not gonna receive my shipment.
  
  Sincerely,
  
  
  
  ***** *****

  Business Response

  Date: 05/13/2025

  Hello!
  
  I sincerely apologize for the delay and any inconvenience it may have caused. We completely understand your frustration, and this is not the experience we want for our customers.
  After reviewing your request, I want to inform you that as stated in our store policy (which can be found here: **********************************************, we are unable to process refunds.
  However, to make up for the inconvenience, we would like to offer you $30 in store credit as a gesture of goodwill. You can use this credit toward any future purchase.
  Please let me know if you would like to proceed with the store credit or if there’s anything else I can assist you with. We truly appreciate your patience and understanding.

  Customer Answer

  Date: 05/13/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: i won't order from you ever again
  
  
  
  Sincerely,
  
  
  
  ***** *****

• Initial Complaint

  Date:04/22/2025

  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.

  On April 9, 2025 I ordered the following product; Limited ******™ Mystery Tactical CASH Backpack. With "route protection ", assume is shipping insurance. It is now April 21st at 11:30 pm, almost April 22nd in 30 minutes. I have yet to see my order status being shipped or even prepared for shipping. Refund policy states NO refunds are given with "give away promotion entries". Since this was the reason why I even spent the astonishing amount of $300 dollars for a backpack. First time customer and LAST time customer.

  Business Response

  Date: 04/22/2025

  Thank you for reaching out, and I want to start by sincerely apologizing for the delay with your order and the lack of updates, especially considering the investment you made as a first-time customer.
  I completely understand your frustration, and I’m sorry we haven’t delivered the experience you expected.
  I’ve looked into your order for the Limited ******™ Mystery Tactical CASH Backpack, and I can confirm that it is still in the fulfillment stage. While some of our giveaway-related orders can take longer to process due to high volume, the current wait time you’ve experienced is not acceptable, and I apologize for that.
  While our refund policy does state that purchases tied to giveaway entries are non-refundable, please know that we are committed to ensuring you receive the product you paid for. I will personally monitor your order and push it forward for fulfillment. You’ll receive tracking details as soon as it ships, and I will follow up with updates along the way.
  We understand this has left a poor first impression, and we truly value your support, even if it turns out to be your only order with us. If you’re open to it, I’d also be happy to offer you a store credit as a goodwill gesture for the delay and inconvenience.
  Please let me know how you'd like to proceed. I'm here to make things right.
  
  Best regards,
  Marc