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:01/09/2025

  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.

  Made a purchase second week in November 2024 still haven’t received what I paid for. It’s now January 7th 2025. Being given the run around by customer service and a tracking number that doesn’t work as it was only a label creation and *** has not received a package to ship. One customer service rep went as far to try and tell me that the package is in route and it was transferred, when I asked where and what tracking number he was looking at he went silent. Multiple emails were sent. Emails have gone unanswered now. The sweepstakes to drive sale entries is a scam. They blame it on low staff on why they cannot deliver products but yet brag about how much their custom facility cost on YouTube. Invest a little more money into staff to make sure customers receive what they paid for or scale down your business and use a little integrity. LGND is an online store that sells tangible products where they use a sweepstakes to drive sales. If I haven’t received what I paid for from a store it’s a scam and it’s stealing! Also since I haven’t received my product that means I theoretically flat out bought entries which turns this sweepstakes into a raffle which is illegal in the state of *********** and lack of delivery on goods purchased need to be investigated along with the sales tactics. A sweepstakes does not require a purchase to enter, while a raffle necessitates buying a ticket to participate. This is not about the sweepstakes or entries though, this is about a business that needs to honor their commitment to their customers no matter the amount spent. There is also an agreement on their site to ship goods within 12days which is a written contract to the consumer that has been breached. LGND supply co needs to be audited rigorously on their business practices. Regardless of whose fault, low staff etc I’m out my money and I have nothing to show for. They are full of excuses. I didn’t make any excuses when I paid!

  Business Response

  Date: 01/09/2025

  Thank you for bringing your concerns to our attention. We deeply regret the frustration and inconvenience caused by the delays with your order and our customer service response. Please allow us to address your concerns comprehensively.
  
  First, we want to sincerely apologize for the delay. While our standard shipping timeframe is 6–12 days as noted on our website, several factors, particularly during this holiday season. These include:
  -High Order Volumes: Our recent promotional campaigns resulted in an exceptionally high influx of orders, which has impacted processing times.
  -Fulfillment Challenges: Some products require additional time for customization, and unforeseen disruptions at our fulfillment centers have compounded delays.
  All of these are also mentioned on our website.
  
  We understand that a tracking number that shows no movement is incredibly frustrating. After reviewing your case, it appears there was an issue with the shipment process, which we are urgently investigating.
  As a token of our apology, we would like to offer you a 30$ store credit. 
  
  Regarding the concerns about our sweepstakes official rules, we assure you that we operate with integrity and within the boundaries of applicable laws. You can also view this on our website: *************************************************************. That said, your feedback is valuable, and we will take it into account as we continue to improve.
  
  If you have additional questions or need further assistance, please don’t hesitate to reach out to us at ********************************. We appreciate your patience and hope to restore your trust in us.

  Customer Answer

  Date: 01/09/2025

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  **** *******

• Initial Complaint

  Date:01/09/2025

  Type:Billing 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 received my Jan credit card statement and found charges to my account from this company. The same day, I received two packages in the mail. I called the company(************) on 12-29-24and to talked Joi. She told me they don’t accept returns and don’t give refunds. I told her these were unauthorized charges and wanted to send them back. She told me to contact my credit card company and tell them that and then the credit card company would not hold me responsible. I told her that was unethical. I pushed for a return/refund and she said she would send my request to the delivery department. She said it would take a week and I told her I would call back the following week. Today (1-8-25) I called the above number and it just rang continually. I then called another number I had for them (###-###-####) and a recording said the number has been disconnected or no longer is in service. Help! I just want to send these packages back no get a refund. I am sure others have been duped by them. Thank you. ***** ******* ###-###-####

  Business Response

  Date: 01/09/2025

  Dear ***** *******,
  Thank you for reaching out and bringing this matter to our attention. We deeply regret the frustration and inconvenience you’ve experienced. We are committed to resolving this issue promptly and ensuring your concerns are addressed.
  To assist you further, we would need your order number or any additional information regarding the charges. Unfortunately, we were unable to locate any records associated with your email address in our system, which is why this additional detail is crucial for our investigation.
  Please send us an email with your order number or any other relevant details, such as:
  -The email address used during the purchase.
  -A description of the items received.
  -Any reference numbers or transaction IDs from your credit card statement.
  We take situations like this very seriously and are committed to finding a resolution. Once we receive the requested information, we will prioritize the investigation and provide you with the next steps.
  Thank you for your patience and understanding. Please don’t hesitate to contact us directly at ******************************** if you have further questions.

  Customer Answer

  Date: 01/20/2025

  I sent the information to the business thinking that was what I needed to do. I can send you what I sent them because I still have that.  Please let me do this. I really want to get this resolved and I am sorry I sent it to the wrong place.  Thank you!

• Initial Complaint

  Date:01/08/2025

  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.

  Date purchased was 12/09/2024
  Owner of company disclosed to me it would take 7 to 12 business days to make order and 5 to 7 business days to make order it has been a month and I'm still waiting. It was not until I told them I would take them to small claims that they then in turn decided to send me an email saying my item has shipped but when I go to see on the tracking they have yet to receive the item.

  Business Response

  Date: 01/09/2025

  Thank you for reaching out to us regarding the delay with your order. We sincerely apologize for the inconvenience this may have caused and truly appreciate your patience and understanding.
  As noted on our website, our standard processing time is 7 to 10 business days. However, during the holiday season, several factors can lead to longer processing times:
  -High Order Volumes: The increased demand during this time can extend processing and shipping times.
  -Fulfillment Delays: Occasionally, our print company may experience issues such as machine maintenance, quality control problems, or holiday-related disruptions.
  -Custom Products: Some items are made-to-order and require extra time to ensure they meet our quality standards.
  We’re happy to inform you that your order is now on its way! You can track its progress using the tracking number ************************** via the shipping carrier’s website.
  As a token of our appreciation for your understanding, we have added $40 in store credits to your account. You can use these credits on any future purchase and you will also be automatically entered into our future giveaways.
  If you have any further questions or need assistance, please feel free to reach out to us at ********************************.
  Thank you for your patience and for choosing LGND. We value your support and look forward to serving you again!

• Initial Complaint

  Date:01/02/2025

  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 11/30/24 I placed an order totaling $99.53 from the attached business. I purchased a product titled “mystery cash box” which is supposed to have a few products in there as well as a surprise amount of physical money. As of today 1/1/25 the product has not been received and after further investigation through their social media accounts, I am not the only one. I emailed the business on 12/17/24 since it had been quite some time since the order was placed and I had not received an update. The business told me that a few items were out of stock and that they were awaiting replenishment. The next day, oddly enough, I receive an email stating the item has shipped. Over a week goes by with no update on the *** website with the tracking number the business provided. The tracking number provided a message stating that they are still awaiting for the package and that only a shipping label has been created. The business states they have it to ***, however, *** states they never received it. The business has failed to further contact me regarding this situation and has deleted any comments I leave on social media regarding this matter. Other customers have had similar experiences and we feel that this company are scamming people out of money for contests that solely favor certain people. Possibly friends or those they know personally. Items that customers have not received totals well over $500 in product.

  Business Response

  Date: 01/08/2025

  Thank you for reaching out again regarding your order. We understand your concerns and appreciate your patience.
  As previously discussed, your order is on its way, and we have already provided you with assurance of this along with issuing a store credit/gift card as a gesture of goodwill for the delay. We genuinely value your business and aim to ensure you have a positive experience with us.
  Please note that, as outlined on our Support Page, some items are made to order or are custom-made at our fulfillment center. These factors, along with occasional supply chain issues, may result in longer processing and shipping times. While we strive to minimize delays, they can sometimes occur despite our best efforts.
  Should any further issues arise, feel free to contact us directly, and we will be happy to assist.
  Thank you for your understanding and for choosing LGND. We look forward to serving you again in the future.

• Initial Complaint

  Date:12/31/2024

  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 two separate orders from this company, 200 dollars on November 30th, 2024, and 94 dollars on December 11th, 2024. 3 mystery boxes in total. There is no update on my orders through the shop app, I have reached out by email 3 times now with completely NO response whatsoever, even called and left a message and still no reply. It's like their customer service team just ignores emails completely. I have no idea if I am even going to receive the packages for the 300 dollars that I spent. I am well over the level of frustration to not even hear a simple reply back about my orders. I have never purchased something from a company only to think that I may never get the items I spent my hard earned money on. This is a huge problem and I'm sure I'm not the only one dealing with it after reading all the reviews about this company. The biggest problem here is i have purchased from this company before, and have NEVER had to deal with this problem before. You would think for a returning customer they would know that you have previously purchased from them and at least reply to your emails to try and I don't know... retain their customers? Apparently not. All this work into marketing and advertising but not enough work into customer service.. truly is sad to see and I can promise after this gets settled i will NOT be a returning customer. Order # ******* and Order # ******* will be my last from this company and I will not recommend anyone to purchase from there. Do better LGND.

  Business Response

  Date: 01/08/2025

  Thank you for bringing this to our attention, and I want to sincerely apologize for the frustration and inconvenience you’ve experienced. We truly value you as a returning customer, and it’s disheartening to hear about the lack of communication and updates regarding your recent orders.  
  
  I wanted to provide you with an update regarding your recent orders.
  
  Order #*******: This order was fulfilled on December 31, 2024, and delivered on January 7, 2025. If you have not received it or have any issues with this order, please let us know, and we’ll be happy to assist further.
  Order #*******: This order is on its way to you! The tracking number for this shipment is **************************.
  We sincerely apologize for the delays and any inconvenience caused. The holiday season brought a significant spike in orders, which impacted our usual processing times. We are working diligently to improve our operations to better handle increased demand in the future.
  
  The delay in response is absolutely unacceptable, and I completely understand how this has impacted your trust in us. We are currently evaluating and improving our customer service processes to ensure that issues like this are resolved faster and more effectively in the future. Your feedback about our communication is invaluable, and I’ll ensure it is shared with the appropriate teams.  
  
  Once again, I deeply apologize for the inconvenience caused and thank you for bringing this to our attention. We value your past support, and while we understand your frustration, we hope to resolve this matter to your satisfaction.  
  
  

• Initial Complaint

  Date:12/11/2024

  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 on 11/13/24. I haven’t heard anything from them in regards to my purchase. I have made numerous attempts to get in touch with them. All have gone unanswered. I’m going to dispute the $113 charge to my debit card. After reading numerous complaints about this “company”, im thinking of contacting an attorney. I would like to start a class action suit against them.

  Business Response

  Date: 12/30/2024

  Hello,

  Thank you for reaching out to us. I sincerely apologize for the lack of communication regarding your order and completely understand your frustration. We value your business and take concerns like this very seriously.

  After reviewing your order details, I can confirm that your purchase, made on 11/13/24, has been delivered via ***. Below are the tracking details for your reference:

  Order#: *******
  Tracking Number:  ************************** via ***
  Delivery Date: Wednesday, December 18 at 4:11 P.M. at PARCEL LOCKER
  

  We understand how important it is to stay updated, and we’re truly sorry for the oversight in providing timely updates. We are actively working to improve our customer service and communication processes to prevent situations like this in the future.
  If you have any further questions, concerns, or need additional information about your order, please don’t hesitate to let us know. We’re here to help and want to ensure you’re completely satisfied with your experience.

• Initial Complaint

  Date:12/09/2024

  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.

  Packaged was promised to be shipped in 6-12 days, has been a month with no updates. Not been shipped yet

  Business Response

  Date: 03/05/2025

  Dear *****,

  I sincerely apologize for the very delayed response and for the frustration caused by the delay in your order. We understand how important it is to receive your order on time, and we truly regret any inconvenience this has caused.

  After reviewing our records, I can confirm that your order was delivered on Monday, December 16 at 1:12 P.M. at your FRONT DOOR/PORCH. The tracking number for your shipment is **************************.

  As a sincere apology and a token of appreciation for your patience, we have sent you a $50 coupon, which you can use on a future purchase.

  If there’s anything else we can do to assist you, please don’t hesitate to reach out. We truly appreciate your support and the opportunity to make this right.

  Best regards,
  Marc
  LGND Supply Co

• Initial Complaint

  Date:12/09/2024

  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 for over 100 dollars for a mystery box with items and apparel in october. I still have not received the box to date. I have corresponded with the company and they said they would send a replacement and a replacement was never sent nor received. They refused to refund because they claim all sales are final. That is fine but i still need to be compensated for what i purchased. They need to refund my money if they cannot produce the original product so we can finalize business and i plan to remove them from any subscribed emails because i do jot feel this is a legitimate business since they have not provided the products i ordered.

  Business Response

  Date: 03/05/2025

  Hello ****,

   

  I sincerely apologize for the delayed response and for the frustration caused by your orders being lost in transit. We understand how upsetting this must be, and we truly regret the inconvenience.

   

  To make this right, I wanted to confirm how you’d like to proceed. If you still prefer a refund, we will gladly process it and respect your decision. However, if you’re open to checking out our offers, we’d love to provide you with one of the following options:

  1. A current LGND Cash Box + a $50 coupon
  2. Store credit for your order’s full value + an additional $50 ($170 total in store credits)

  I will personally ensure that your order reaches you this time, should you choose to give us another chance. Please let me know how you'd like to proceed, and we’ll take care of it right away.

   

  Looking forward to your response, and again, I truly appreciate your patience.

   

   

  Best regards,

  Marc

  Customer Answer

  Date: 03/07/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I woukd prefer to no longer shop with this business. The owner only offered options to maintain me as a customer to contribute to his profit vs simply honoring my request to reimburse money exchanged for goods not provided. 

  I do not wish to do business in the future due to the lack of customer care. I feel that the only reason he replied with any offer after 6mos is because BBB contacted them about my complaint. However, i requested full reimbursement due to circumstances and lack of action for over 4mos from the business at that time. 

  
  Sincerely,
  
  
  
  **** *****

  Business Response

  Date: 04/01/2025

  Complaint ID: ********. This was closed as unresolved despite settling this with the customer.  Please see attached files for proof. Thank you

• Initial Complaint

  Date:12/04/2024

  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 mystery box little over a month ago. I have yet to get a new order update besides “processing” order and what not meaning they havent even built the box they just took my money and ran with it. And when i requested a refund they said due to some giveaway, that i could not get a refund. I would rather have my money back at this point but this just seems like a giant scam because i can see i am not the only complaint. Before they even try to say the order has been delivered. No it has not. I have read the other problems seems i am not the first and wont be last.

  Business Response

  Date: 03/04/2025

  Hello *****,

   

  I want to sincerely apologize for the delay in delivering your order. We understand that this is unacceptable, and we deeply regret any frustration this may have caused.

   

  While we strive to fulfill all orders on time, the overwhelming number of orders due to the upcoming holidays at that time has unfortunately led to unexpected delays.

   

  According to our records, your order was delivered on Monday, December 23 at 8:19 A.M. at the ****** ******. The tracking number for your shipment is **************************.

   

  As a sincere apology for this inconvenience, we have sent you a $50 coupon, which you can use on a future purchase. We truly appreciate your patience and understanding.

  If you need any further assistance, please don’t hesitate to reach out. Thank you for being a valued customer, and we hope to serve you better in the future.

   

  Best regards,

  Marc

• Initial Complaint

  Date:12/03/2024

  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 the cash mystery box on November 14, 2024 and was told I would have my order with in 6-12 business days. I have made several contact attempts and have only gotten “high demand” with no end resolution in sight. I have found numerous of people that haven’t recieved orders after 90-120 days. Order number *******

  Business Response

  Date: 03/04/2025

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

   

  I sincerely apologize for the delayed response and for any frustration caused by the delay in your package’s delivery. This is absolutely not the level of service we want for you, and we truly regret any inconvenience this may have caused.

  After reviewing our records, I can confirm that your order was delivered to your address at **** ***** ***** ********** ******* ****** ****** ******, with tracking number **************************.

   

  As a sincere apology and a token of appreciation for your patience, we have sent you a $50 coupon, which you can use on a future purchase and be entered into the giveaway.

  If there’s anything else we can do for you, please don’t hesitate to reach out. We truly appreciate your support and the opportunity to make this right.

   

  Best regards,

  Marc