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:04/15/2025

  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.

  I was sent the wrong hoodie. When I contacted the company I was told they would forward my issue to the fulfillment team. That was nearly two weeks ago. When I called for an update I was told the fulfillment team hadn’t gotten to my issue yet and that it could be another week or longer. The hoodie was supposed to be a birthday gift. I will never order from this company again. Not only are their shipping times ridiculously long, but when you have an issue there is no support at all. I don’t even want the hoodie anymore and simply want to return the wrong one for a refund.

  Business Response

  Date: 04/15/2025

  I’m truly sorry for the inconvenience you’ve experienced—not only for receiving the wrong hoodie, but also for the delay and lack of follow-up on our part. This isn’t the experience we want for our customers, and I completely understand your frustration, especially since this was meant to be a birthday gift.
  To make things right, we’d like to offer you a store credit equal to the value of the hoodie, plus an additional $50 as a gesture of goodwill for the trouble this has caused. You can use this credit toward any item on our site at your convenience.
  And to save you the time and hassle, you may keep the hoodie you received—no return necessary and this time, I will personally ensure your order arrives to you on time.
  Please let us know if you’d like to proceed with this option, and we’ll issue your store credit right away. If you’d still prefer to return and refund instead, we completely understand and will make sure that process is handled quickly.
  Thank you again for your patience, and I’m truly sorry for the inconvenience caused.

  Customer Answer

  Date: 04/15/2025

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

• Initial Complaint

  Date:04/09/2025

  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.

  Product displayed on website is not what was received. Print color does not match what was advertised.

  Business Response

  Date: 04/09/2025

  I’m very sorry to hear about your experience with your recent order. That’s certainly not the standard we aim to uphold, and I truly apologize for the inconvenience this has caused.
  To help us resolve this quickly, could you please send us a photo of the item you received? Once I receive the image, I’ll be happy to move forward with one of the following options:
  
  Send a replacement product ASAP
  Or, issue store credit for the exact amount of your order, which you can use to place a new order at your convenience. Choosing this option will also automatically enter you into our current giveaway.
  Please let me know which option you'd prefer once the photo is sent. I’m here to make this right for you.
  Looking forward to your response.
  

  Customer Answer

  Date: 04/09/2025

  
  
  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. Please provide the store credit option and I will select a different color shirt with the same print. Thank you for fixing this issue with a reasonable option. 
  
  
  
  Sincerely,
  
  
  
  ******* ******

  Customer Answer

  Date: 04/15/2025

  Have yet to receive any further reply from this company. Please advise with a phone call or email. ###-###-####, *********************** 

  Business Response

  Date: 04/18/2025

  Hello *******,
  
  I'm sorry if we were unable get back to you last time.
  
  We gave you two options:
  Send a replacement product ASAP
  Or, issue store credit for the exact amount of your order (+$20), which you can use to place a new order at your convenience.
  
  Which one would you like?

• Initial Complaint

  Date:03/12/2025

  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 package on February 18 2025 and have never received a shipping confirmation. I have reached out to them multiple times to there customer service email and phone number but have gotten no response. Shipping was supposed to be 6-12 days. I want to make sure they aren’t going to try and take my money or why my package hasn’t been shipped yet.

  Business Response

  Date: 03/12/2025

  Hello *****,
  
  
  I sincerely apologize for the delay in delivering your order. I understand how important it is to receive your purchase on time, and I truly regret any inconvenience this may have caused.
  
  I have looked into your order, and I can confirm that it is scheduled to be delivered within next week. I will personally ensure that it arrives as expected and will follow up with you as soon as the order ships, providing you with the tracking number.
  
  In the meantime, please enjoy this $20 coupon as a token of our appreciation for your patience and understanding.
  
  Thank you for your support, and please don’t hesitate to reach out if you have any questions.
  
  
  Best regards,
  Marc

• Initial Complaint

  Date:03/11/2025

  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.

  Hello my name is **** ***** I ordered a mystery cash box on February 15th. The order number is #*******. I paid $112.81 after taxes. I got a confirmation email but nothing after that. I have tried to reach out to them via multiple emails ,calls, and texting. I have gotten no response.

  Business Response

  Date: 03/11/2025

  Hello ****,
  
  
  I sincerely apologize for the delay with your order and for any inconvenience this may have caused. I understand how important it is to receive your purchase on time, and I truly appreciate your patience and understanding.
  
  I have looked into the situation, and I can confirm that your order will be delivered within next week. I will personally ensure that it arrives as expected and will follow up with you as soon as it ships, providing you with the tracking number.
  
  In the meantime, please enjoy this $30 coupon as a token of our appreciation for your continued support and understanding.
  
  Thank you once again for your patience. If you have any questions or need further assistance, feel free to reach out.
  
  
  Best regards,
  Marc

  Customer Answer

  Date: 03/12/2025

  
  
  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,
  
  
  
  **** *****

• Initial Complaint

  Date:03/11/2025

  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.

  I placed a order on 11/29/24 it didnt ship out until 12/30/24 and i received it on 1/12/25 once i received the package there wasnt anything in the box. I paid for ***** protection and i got into contact with them and they said there isnt anything they can do for me. even though it says on there website protected against theft. and i also tried ****** and they were no help. i have called the company lgnd several times and no call back or answer. i have emailed them several times and they say they weighed it before shipment and it weighed 3 lb 1.2 oz before it left there facility. but it didnt weigh anything when it got to my door. Also they have messaged me on instagram and said they will send this to our fulfillment team asap and they would have another shipped out asap and have not had another box show up yet. after several weeks i still havent heard anything about it.

  Business Response

  Date: 03/11/2025

  Hello,
  
  Thank you for bringing this matter to our attention. We sincerely apologize for the frustration caused by your order.
  We are truly shocked and dismayed that your package arrived empty—it is completely unacceptable, and we share your disbelief.
  You have mentioned that you have filed a claim with the insurance - do you have a screenshot of this so we can investigate further?
  Please be assured that we are also investigating this incident with our shipping and fulfillment teams to understand how this could have occurred.

  Your satisfaction is our highest priority, and we are committed to making things right.
  
  Thank you for your patience and understanding. We value your business and are dedicated to ensuring this situation is resolved to your satisfaction.
  
  Best Regards,
  Marc

  Customer Answer

  Date: 03/11/2025

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is unsatisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** *********

  I don't have the emails from ***** protection because my email was hacked. This is what I have.

  Business Response

  Date: 03/11/2025

  Hello *****,
  
  
  I hope you’re doing well. I want to sincerely apologize for the frustration caused by your order, and I truly empathize with your situation—especially considering the challenges you’ve experienced with your email being hacked.
  
  After reviewing your case, I regret to inform you that we are unable to send a replacement for the ****** order under these circumstances. However, we value your business and want to ensure you are satisfied with your experience.
  To make things right, we would like to offer you one of the following options:
  
  A current LGND Mystery Box
  A store credit equivalent to the cost of your order
  
  Please let me know which option you prefer, or if you have any further questions regarding these alternatives. Your satisfaction remains our top priority, and I am here to assist you every step of the way.
  
  Thank you for your understanding, and I look forward to your response.
  
  
  Best regards,
  Marc

  Customer Answer

  Date: 03/12/2025

  
  
  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. A current LGND Mystery Box i will accept this. Thank you
  
  
  
  Sincerely,
  
  
  
  ***** *********

• Initial Complaint

  Date:03/10/2025

  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 made an order on Feb 11, 2025 for $164.10. My order # is *******. It’s been over the 6-12 shipping days and after almost a month I finally got my **** tracking number: **************************. But there is not actual tracking. My order has not shipped and I don’t even know if it’s coming. I would like money back and my order that is past due. I would also like proof I was even entered in the giveaway.

  Business Response

  Date: 03/10/2025

  Dear ******,
  
  
  I sincerely apologize for the delay with your order and the frustration this has caused. This is not the experience we want for our customers, and I completely understand your concerns.
  
  I looked into your tracking number (**************************) and can see that there has been no movement on the shipment. I understand how worrying this must be, and I am actively working with our fulfillment team to get your order shipped within this week.
  
  I also want to assure you that you were indeed entered into the giveaway as promised. Please see attached image.
  
  In the meantime, please enjoy this $30 coupon as a token of our appreciation for your patience and understanding.
  
  Thank you for your kind consideration. I will get back to you with an update as soon as I have more information.
  
  Best Regards,
  Marc
  
  

• Initial Complaint

  Date:02/27/2025

  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 made a purchase in November in order to enter their raffle, and was sent the wrong product. I emailed them about the issue, and received a reply the next day that the issue would be corrected. It has been 3 months and 3 more emails sent with zero reply or shipment of the order.

  Business Response

  Date: 02/27/2025

  Thank you for reaching out and bringing this to our attention. I sincerely apologize for the delay in resolving this issue and for the lack of communication on our end. This is certainly not the experience we want you to have.
  I have looked into your order, and we are working to correct this immediately. Your correct item will be shipped as soon as possible, and I will provide you with tracking details once it has been dispatched.
  As an apology for the inconvenience, we have also added a $20 gift code to your account, which you can use on a future purchase. We truly appreciate your support and want to make this right for you.

• Initial Complaint

  Date:01/30/2025

  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.

  I purchased a product from their online stores on November 1, 2024. I have corresponded with them several times. I did not receive the product and requested my money back several times. They have since told me that they can't give me money back and if I want I can choose something different.However this is the first time in over three months that they offered to replace it with a product of equal value. Honestly it has been so long I just want my money back . I have no faith in this company.

  Business Response

  Date: 02/06/2025

  We sincerely apologize for the issue with fulfilling your order. Unfortunately, due to unforeseen circumstances, we were unable to complete the fulfillment as expected. We understand this is disappointing, and we truly appreciate your patience.
  Since your order was placed, your contest entries were automatically and immediately submitted to our sweepstakes company. As per our policy, once entries are submitted, they cannot be withdrawn or altered—even if the giveaway has ended. We strictly follow these guidelines to ensure fairness and compliance with sweepstakes regulations.
  That said, we want to make this right. As a token of our appreciation for your understanding, I have issued you store credit equal to the amount you spent on your order, plus an additional $20 as compensation. You can use this credit to check out anything on our site, and you will still receive entries into the current giveaway.
  Please let us know if there’s anything else we can do to assist you. We truly appreciate your support and look forward to serving you again.

  Customer Answer

  Date: 02/19/2025

  I screen shoted the gift card picture in this resolution but apparently can't seem to find where to go to get the actual gift card . I also seem to be having  trouble signing in. I am not sure if I am to communicate through this thread or contact  the company directly.      

                            ******** ***** 

  Business Response

  Date: 02/19/2025

  Hello,
  
  The gift code was originally sent to the email address provided on February 6 (please see the attachment). I have resent it today. If you do not see it in your inbox, please check your spam or other folders.

  Customer Answer

  Date: 02/19/2025

  
  
  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.  I did find the gift card thank you in my spam thank you.
  
  
  
  Sincerely,
  
  
  
  ******** *****

• Initial Complaint

  Date:01/17/2025

  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.

  Ordered products from LGND supply co. On December 7th of 2024 didn’t receive my product until January 11th 2025. Products arrived damaged due to poor packaging LGND supply co. Will not return messages through email or on any of their social media platforms or answer any phone calls. I have been reaching out to them in anyway I can to get this resolved with no response from LGND supply co.

  Business Response

  Date: 02/06/2025

  We sincerely apologize for the issues you experienced with your order. We understand how frustrating it must have been to receive a damaged package after a long wait, and we regret that this happened. While we do our best to package all shipments securely, there are circumstances during transit that are unfortunately beyond our control and can sometimes lead to damage.
  Additionally, we wanted to clarify that while we strive to provide the best customer service possible, reaching out to personal phone numbers—such as ******, who is not part of our customer service team—can cause confusion and delays in resolving issues. That said, we take your concerns seriously and there is no need for threats to our staff. We have already processed a refund for your order, as you had requested.
  If you need further assistance, please reach out to our official customer support channels, and we’ll be happy to help. Again, we apologize for the inconvenience and appreciate your understanding.

• Initial Complaint

  Date:01/16/2025

  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.

  I purchased a product from them on 11/14/2024, order number *******. To this day it has not been shipped. They responded that *** had not come by to pick up the package, which I find hard to believe. Have they not shipped any products out since 11/14/2024? There has been no solution as I email them at least once a week.

  Business Response

  Date: 02/06/2025

  We sincerely apologize for the delay in delivering your order. Due to an overwhelming number of orders during the holiday season, we experienced some unexpected hiccups in processing and shipping. We understand how frustrating this may have been and truly appreciate your patience.
  We’re happy to inform you that your order was delivered on January 28th. Here is your tracking number for reference: **************************.
  As a token of our appreciation for your understanding, we have added $20 in store credit to your account, which you can use toward a future purchase. We value your support and want to make sure you have the best experience with LGND Supply Co.
  If you have any further questions or need assistance, please don’t hesitate to reach out. Thank you for being a valued customer!