We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Online Retailer

LGND Supply Co, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Retailer.

Complaints

Customer Complaints Summary

  • 84 total complaints in the last 3 years.
  • 56 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:05/10/2024

    Type:Delivery Issues
    Status:
    Resolved
    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.


    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,



    ****** ****

    Business Response

    Date: 03/04/2025

    Hello ******,

     

    I want to sincerely apologize for the very delayed response. We truly regret any frustration or inconvenience this may have caused.

    Please know that we take this matter seriously and are working hard to improve our response times and overall service.

     

    As a resolution, you will receive the current LGND Mystery Cashbox, and we have also entered you into the current giveaway.

    Additionally, as a token of our apology, we have added a $50 coupon to your account.

     

    We will send you a follow-up email with the tracking number as soon as your order ships.

     

    Thank you for your patience and understanding. If you have any further questions or concerns, please don’t hesitate to reach out.

     

    Best regards,

    Marc

  • Initial Complaint

    Date:12/18/2023

    Type:Delivery Issues
    Status:
    Answered
    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 $300 backpack to never to receive anything I’ve tried contacting the company multiple time all the reply is it was delivered even though I have cameras and proof that it never was

    Business Response

    Date: 03/04/2025

    Hello ***,

     

    I sincerely apologize for the delayed response and any frustration caused by the issue with your package. I understand how disappointing this situation must be, and I truly regret any inconvenience it has caused.

     

    After reviewing our records, I can confirm that your order (#******) was delivered to your address at **** **** **** ****** ******** ***** ******** ****** ****** *******

    The tracking number for this shipment is **************************.

     

    Under normal circumstances, we would have been happy to offer you a replacement or store credits, as we have done for your previous orders. However, since you have already filed a chargeback claim with your bank, we are unfortunately unable to take further action on our end.

     

    If there is anything else we can do to assist you, please don’t hesitate to reach out. Again, we sincerely regret any frustration this has caused and appreciate your understanding.

    Best regards,

    Marc

     

  • Initial Complaint

    Date:12/13/2023

    Type:Sales and Advertising Issues
    Status:
    Answered
    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.
    Eveytime I have attempted to be removed from the email list it can’t connection to the server. I have requested to stop receiving text messages from the company but I am still receiving them. I have verified that I am connected to my internal service provider and I can not unsubscribe from their email account. I would like this resolved

    Business Response

    Date: 03/05/2025

    Hello *****,

     

    We sincerely apologize for the delay in responding to your request. As per your instructions, we have unsubscribed you from our advertising emails. Please find the attached screenshot as proof of this update.

    Additionally, as a gesture of goodwill, we have added a $20 coupon to your account, which you can use on your next purchase.

     

    We appreciate your patience and value your continued support.

    If you have any further questions or need any assistance, please feel free to reach out.

     

     

    Best regards,

    Marc
    LGND Supply Co

  • Initial Complaint

    Date:10/19/2023

    Type:Delivery Issues
    Status:
    Answered
    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.



    Complaint: ********



    I am rejecting this response because:

       It's the same response I have received over and over again. I think after almost a month I should have received what I have purchased. The fact that the same generic message keeps being sent shows that you as a company are not attempting to fulfill the order and after reading reviews of either customers not receiving their items or that items are not equal to the amount paid, speaks clearly on how you don't respect your customers. I think k this is a scam on big ticket items. 



    Sincerely,



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

    Business Response

    Date: 10/19/2023

    We apologize about the lack of communication from the service center. The mystery bags are one of our most popular items bought and there is a high volume of them being purchased.  Our team is doing their best to keep up and if not catch up from the amount of ordered placed.  Your order will be fulfilled and shipped out as soon as it is done so.  You will receive confirmation on their behalf. We thank you for not only your support but your patience as well! 

    Business Response

    Date: 03/05/2025

    Greetings ** ***** *******,

    I sincerely apologize for the delayed response to your complaint. This is absolutely not the level of service we want for you, and we regret any frustration this may have caused.

    After investigating with our fulfillment team, we confirmed that your order was delivered on October 28, 2023, to the shipping address on file. We understand that delays can be frustrating, and we sincerely apologize for any inconvenience. Occasionally, processing delays occur due to issues such as machine downtime, bad batches, holidays, or other unforeseen circumstances at our print facility. Since every item is custom-made at our fulfillment center, these factors can sometimes affect processing times.

    As a token of our apology, we have added a $50 coupon to your account, which you can use on a future purchase. We truly appreciate your patience and understanding.

    If there is anything else we can do to assist you, please don’t hesitate to reach out.

    Best regards,
    Marc
    LGND Supply Co

  • Initial Complaint

    Date:10/19/2023

    Type:Delivery Issues
    Status:
    Answered
    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.


    Complaint: ********



    I am rejecting this response because: I already tried to do that with no response. Seems like no one cares or they don’t respond. My order # was ******



    Sincerely,



    **** *****

    Business Response

    Date: 10/19/2023

    We apologize for the products that were delivered to you. Please contact our customer servicer center and allow up to 48-72 hours for them to get back to you regarding this issue. You can reach them at ******************************** and include your order number. Thank you!

    Business Response

    Date: 03/05/2025

    Hello John,

    I sincerely apologize for the mix-up with the sizes and for sending the pink hat, which was not your preferred color. We understand how frustrating this must have been, and we truly regret the mistake. While errors can occasionally happen, we take full responsibility and appreciate your patience.

    Under normal circumstances, we would have immediately sent replacements to correct the issue. However, when you reached out to us, there was already a pending chargeback on your order, which we honored. Because of this, we were unable to process any further resolutions on our end.

    We apologize again for the inconvenience and truly appreciate your understanding. If there’s anything else we can do for you, please let us know.



    Best regards,
    Marc
    LGND Supply Co.

  • Initial Complaint

    Date:10/02/2023

    Type:Product Issues
    Status:
    Answered
    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.
    Bought products—cool bag, T-shirt and extra for my kid. It got entries to a contest 13Sept2023 for the total price 164.32. Prices over $100 got free shipping. It was supposed to ship in 6-12 days. No I’ve gotten an email lamenting they don’t have the supply of bags to meet the demand. I asked to get my refund and was told I could not and it was illegal to get a refund. But I can’t get my product in a unknown reasonable amount of time yet they continue advertising for purchase of these bags:
    Honestly, with regard to our Limited Mystery Backpacks, we did receive a huge order for these—over 20,000 orders just this week. Not to mention the previous week, which is why our fulfillment team is having delays in fulfilling these orders. Considering that every item posted on our website is custom-made at our fulfillment center, rest assured that we are working hard for all orders to be shipped out as soon as possible.

    Again, we really appreciate your patience and understanding on this matter.

    Best regards,

    Business Response

    Date: 10/12/2023

    Good morning, 

    I apologize for the delay of you receiving your order.  We must say, our team truly is trying their best to fulfilled each and every purchases but can only move so fast. they are trying to catch up and get all orders shipped as quickly as possible to our customers. There has been such a high volume of orders being made (especially the backpacks) starting back in May until now so you will be receiving an email once the product is shipped.  We thank you for your support and hope it continues. 

  • Initial Complaint

    Date:09/25/2023

    Type:Product Issues
    Status:
    Answered
    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.
    My wife ordered merchandise from LGND, it was not what she received and was falsely advertised. Several emails by her were never responded to by this so called company. Have seen several complaint filed about purchases of similar backpack offers with the similar cheap items that did not match what they advertised to be received.

    Business Response

    Date: 09/25/2023

    We understand the frustration and have noticed the complaints that are following the purchases. It is an issue we are trying to resolve and ask for patience from our customers in the meantime.  We appreciate your support and hope it continues moving forward.  Thank you!

  • Initial Complaint

    Date:09/19/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Placed an order nearly a month ago that's still pending. They say 5-7 business days for processing. Customer service has no updates and no refunds. They're blaming high volume and broken machines.

    Business Response

    Date: 10/12/2023

    Good morning, 

    We would like to thank you for your patience but we mean it, due to the high volume of orders being places, our team us doing their best to fulfilled each order and keep up with each and every purchase. You will be notified once your order ships.  We thank you for your support and hope it continues. 

  • Initial Complaint

    Date:09/18/2023

    Type:Delivery Issues
    Status:
    Answered
    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 a mystery pack backpack. They stated 3-5 days to ship. Item has not shipped and they refuse to give updated information.

    Business Response

    Date: 10/12/2023

    Good morning, 

    We apologize about the delay but we can promise you, your backpack will be getting to you. Our team is playing catch up with the high volume of orders being made (especially the backpacks) all orders will be fulfilled and you will be notified once it is shipped. We thank you for your patience and support. 

  • Initial Complaint

    Date:09/14/2023

    Type:Product Issues
    Status:
    Answered
    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 hoodie on 08/06/2023, order # ******. I received my package and it was a t-shirt. I've tried calling the company and I've emailed the company for the past month and have yet to receive any response back. Today I tried calling again and she basically told me that they can't help me because customer service is overseas and I can only email them. I have already done that and nothing.

    Business Response

    Date: 09/28/2023

    Hello, Yes our customer service team is over seas. When they get emails they email the fulfillment department with issues and any exchanged or damaged products. With that all orders that need addressed are put into a spread sheet for our onsite team in fulfillment to address. Our fulfilment facility produces everything by order. While she is on the list we had to order the product that she needs. Once the product was received in our fulfilment department, they will dress it and ship it right away. The customer will also get email conformation as soon as that happens with the tracking number. 

    Thank You

    LGND Customer Service 

LGND Supply Co, LLC is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.