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Business Profile

Luggage Manufacturers

Lug USA, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Luggage Manufacturers.

Complaints

This profile includes complaints for Lug USA, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Lug USA, LLC has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

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    • Lug USA, LLC

      6526 Old Brick Rd # 120-503 Windermere, FL 34786-5839

    • Lug USA, LLC

      2805 Allen Street Suite 113 Dallas, TX 75204

    Customer Complaints Summary

    • 63 total complaints in the last 3 years.
    • 14 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:05/10/2023

      Type:Product Issues
      Status:
      Unanswered
      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 24, 2023 that as of today May 9, 2023 has not shipped yet. I have emailed several times and just get the run around. They said they shipped on May 5, 2023 and sent a *** tracking number but when you track it all it says is label created still waiting for the package. Creating a label does not mean it was shipped and according to *** they have not received it. These people have horrible customer service and their shipping is atrocious. I just want a refund, I will find something better somewhere else. I will never shop with them again.

    • Initial Complaint

      Date:04/26/2023

      Type:Product Issues
      Status:
      Unanswered
      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 2/14/23, an order was placed with LugLive for 6 items, totaling $205.00, order #266895.
      One item, The Rover XL was delivered by *** 3/13/23 Tracking *******************

      On the *** website, 2 packages from LUG still show as pending (never picked up by ***) even though labels were created on 3/13/23 by Lug. The tracking numbers listed for those packages are:
      ****************** *** **** *** ****************** FOR 1.50 LBS
      There are reference numbers under shipment details that may help link these *** labels to items I never received.

      *** cannot file a claim on items they never received. As noted under Shipment Progress, *** never received either package.

      Lug sent letters and updates to their customers about delays, missing items due to an issue with their warehouse at the time, and as a result of changing warehouses, customers experienced significant delays and problems with orders, including some customers orders not being completed. This is now 2.5 months later and I have spent hours trying to prove that I did not receive my full order, based on 1 tracking number for the one item I did receive on 3/13. The proof is in *** never receiving those packages for labels Lug generated. Enter the tracking numbers above shows that.

      I have called Lug; no-one answers. Have sent numerous emails, no resolution. Disputed with credit card but Lug sent the ONE tracking number for what WAS delivered to the credit card provider, disregarding the remaining items that were never shipped and the 2 tracking numbers above that *** never got packages for.

    • Initial Complaint

      Date:04/13/2023

      Type:Product Issues
      Status:
      Unanswered
      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 started placing orders with Lug live in the month of February 2023 thru out the month and also in the month of March 2023, I am still missing 2 orders and am missing items from 2 other orders , have spent hundreds of dollars and sent multiple emails and called customer service, all to know avail! No response from the company and they have now have all my money and I am still waiting for items ordered! I love their product but this company needs to step up and fix whatever problems they are having and take care of their customers. I would like to either get my orders shipped or refund my money, is this a scam?

    • Initial Complaint

      Date:04/11/2023

      Type:Product Issues
      Status:
      Unanswered
      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 order #****** on 3/10/2023 for Soprano in Kelly green but received it in wrong color (camo taupe). I contacted company same day (3/22/2023) and followed at least 6 times requesting a replacement or refund and offered to return wrong item. On 4/6/23 I was informed and asked if I needed a return label without addressing refund. When I followed up again, I received a message that their current customer help system was shut down and they requested to start all over in their new ticketed system which did and I have not heard back again.

    • Initial Complaint

      Date:04/07/2023

      Type:Product 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.
      On 2/19/23 I placed an order with Lug (order No *********). I paid $94.51 using a gift card, $50 using a coupon from Lug and $59.49 paid via *****l. I have not received the merchandise ordered. I have sent 5 emails to Lug at first requesting shipment and a tracking number, then requesting a refund. They have not replied. I have disputed the claim with *****l and received a refund of $59.49. Lug still owes me $144.51. I would like my refund.

      Customer Answer

      Date: 04/24/2023

      Lug USA has refunded my money. Thank you. 

    • Initial Complaint

      Date:04/03/2023

      Type:Product Issues
      Status:
      Unanswered
      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 2/25/2023 for over 100 dollars. I have messaged the company numerous times about my order. It finally has given me a shipping label on 3/9/2023. Today is 3/31/2023 and still nothing. At this point I just want my money back.

    • Initial Complaint

      Date:03/30/2023

      Type:Product Issues
      Status:
      Unanswered
      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 which was confirmed on March 11th. My credit card has been charged but I have received no response about when my product will be shipped. I have received no response via email or by phone. I asked for my order to be cancelled and my credit card refunded with no response.

    • Initial Complaint

      Date:03/27/2023

      Type:Delivery Issues
      Status:
      Unanswered
      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 orders with Lug on their LugLive App during their Spring Fling promotion the week of 03/06-03/12-2023:

      Order ****** placed 03/07/2023 in the amount of $255.86
      Order ****** placed 03/10/2023 in the amount of $41.93
      Order ****** placed 03/11/2023 in the amount of $66.65

      My Credit Card was immediately charged for all three orders.
      The order status on my account on LugLive shows "PAID" for all three orders.

      I emailed ************************ per the instructions on Lug's website inquiring about my order and shipping status 03/18/2023 and 03/22/2023 (Inquiry Number ******) with zero response.
      I called Lug Customer Service 03/20/2023, 03/21/2023, 03/22/2023, and 03/23/2023 and left messages requesting a call back to update me on the status of my orders with zero response.

      I have reached out to Lug on their LugLive streaming shopping platform and Instagram page with zero response.

      I have received two mass emails from Lug dated 03/14/2023 and 03/22/2023 indicating all orders during the Spring Fling promotion and back orders would be shipped out by the end of each week (03/17/2023 and 03/24/2023).

      To date, I have not received any communication from Lug, either written or verbal, about the status of my orders or when to expect shipping information.

      I want the items I ordered delivered, or if out of stock, my Credit Card refunded.

    • Initial Complaint

      Date:03/23/2023

      Type:Product Issues
      Status:
      Unanswered
      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 order #********* on 2/4/23 at 4:58PM...Item Metro XL ID Pouch Ocean Blue, SKU #*****,
      Never received Item...Paid 25.00 + standard shipping of 9.99 (approx) My card was debited immediately. I've called 6 times and left messages (as instructed by their answering machine), no return calls at all. I have emailed them at least 3-4 times, no response other than automated one stating they will respond within 24 hours. No response. I then tried to get same item from their live app (luglive) paid, and no way to get in touch with them....

      They used to be a good company....They are currently selling on QVC, when you order through them, it takes a month to get the item, but at least you get it.

      Please help....

    • Initial Complaint

      Date:03/22/2023

      Type:Product 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.
      On Feb 25th I ordered a purse from Lug. They charged my credit card immediately and it is no 3/20 and NO BAG. I have reached out by phone and email NUMEROUS times and zero response!! I finally put in a complaint to my credit card because they are full-on stealing money without shipping the products. It is DISGUSTING!!

    Lug USA, LLC is NOT a BBB Accredited Business.

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