Complaints

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

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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

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:03/20/2023

  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 placed an order with LugLife in early March, I received confirmation but never received and correspondence after that, I tried calling their customer service multiple times and left messages with no return phone call to date. I have also emailed them multiple times with no response. I received package on March 15th in a large box (it was a very small item ordered) when i opened the box the item was just in the box with no packing filler and no tags on the item and no receipt( as if it was a used or returned item) I have tried again calling and leaving messages and sent an email requesting an RA number to return this item, I have heard NOTHING!! I am very angry and frustated with this company all i want is my money refunded to my cc.

  Customer Answer

  Date: 04/05/2023

  I have heard from Lug regarding my issue and it has been resolved thank you
  

• Initial Complaint

  Date:03/20/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 submitted a warranty claim June 2022 via email for a wallet purchased thru QVC order #**********. I received a reply that stated I will get a new one sent out. It never came so I emailed again. I received an apology and they will send it out. That has never happened. I have emailed n tried calling customer service and no one responds. I tried again to send another email March 7th 2023 and no response. I just want a new wallet since mine was defective. Horrible customer service. I also tried reaching out through social media. They do not honor their warranty.

• Initial Complaint

  Date:03/16/2023

  Type:Delivery Issues
  Status:

  UnansweredMore 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.

  Placed an order on the Lug Life website, *********** on Monday March 6th in the early morning hours. My credit card was charge for the full purchase price of $58.63 with in two hours of order. The Lug Life website shipping statement states that all orders will be shipped within 3-5 business days. Today is Wednesday, March 15th 2:30 am. That is a total of 10 days (7 business days). I have not received my order. I contacted the Lug company twice via their customer service email, [email protected] and left a voice mail once on their customer service line. I have received no response from the company. My order, order # *********, has a status of "unfulfilled" on the website. There has been no mention of shipping delays or this item being on back order. There has been no contact from the company since they took my money. Since ordering I have found thousands of complaints on line ( ****** Complaints, BBB, ******** and other social media outlets) that this company has a history of unethical and illegal business practices, taking customer's money and never shipping their items or shipping them up to 3 months later which is a violation of the FTC shipping law. I am requesting my order be shipped immediately or a full credit of the purchase price credited back to my credit card.

• Initial Complaint

  Date:03/13/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 have attempted to contact this company at least 6 times and I never get a response. This company owes me a shipping refund which they claim they took care of but my bank card never reflected this. This was over a month ago. I also placed several orders in mid February 2023 and have not received any information on what is going on with my orders like an update. I have not received any of the products I ordered in mid February 2023 and it is now March 11. I would like my refund for shipping and the merchandise I ordered or a full refund for that as well.

• Initial Complaint

  Date:03/13/2023

  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.

  Placed an order on 2/14/2023 *********** which has not been shipped. LUG charged my credit card immediately and is unable to ship the product according to their shipping policy (3-5 business days). This has been an issue for over a year. On 3/6/2023, the company owners, Jason & Ami R******* communicated to customers all outstanding orders would ship by end of day 3/8/2023. My order still has not shipped. I believe they communicated this immediately prior to their big Spring Fling Event March 6-12 to boost sales knowing this would not be possible. I want a refund to include a credit to my visa as well as restoration of the gift cards used.

  Customer Answer

  Date: 03/29/2023

  Hi!  This is an update to my complaint against the Lug USA LLC company.  I have since gotten Lug to cancel my order from 2/14/2023 and refund the amount paid.

  
  

  I am concerned that they continue to violate the FTC Mail, Internet, and Telephone Merchandise Order Rule by not communicating with the consumer when they are unable to ship as promised with no option to cancel for a full refund if you do not accept a delay in shipment.  They charge your credit card immediately and can have your money for weeks or months since you have to wait for them to finally ship the item, receive it, and then go through their return process before a refund is issued.

  
  

  I’ve filed a complaint with the FTC and my local attorney general’s office so hopefully someone can put a stop to their unlawful business practices.

  
  

  Thanks for reaching out about my complaint.

• Initial Complaint

  Date:03/13/2023

  Type:Billing 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 February 21 2023 I purchased a trolley duffel bag from the Lug Live website. Order * ******* My ******** ******* card was charged the same day for $108. Since then I have not received the product nor heard anything about it being shipped. Their website shows that the item is in stock, not back ordered. I have tried calling, nobody ever answers their phone but I have left messages. I have also sent several emails,again with no response. I see now that this seems to be a regular complaint about this company. At this point, either the item that was ordered or a full refund would be acceptable if the item will arrive by next week.

  Customer Answer

  Date: 03/29/2023

  I did finally receive the item that I ordered at least 3 weeks after the order was placed and payment accepted. 

  I never got any response from this company after emailing and leaving several voice mails.

  It doesn't surprise me that they didn't respond to you either. 

  I thank you for your help with this. 

  
  

• Initial Complaint

  Date:03/10/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 online - Order #****** - on February 11th and the order status still shows "unfulfilled" on their website. I do not know when the item will be or if it will be shipped. I have sent multiple email and inquiries (inquiry #******* and ALL have gone with no response since February 11th. The items were paid for using a gift card(s) I received for Christmas so I can't even dispute the charges with my credit card. I've called their phone number (855-584-5433) and all of the options on their phone system dead end with a request to "please send us an email at ************************" which I've already done as noted above. I have been unable to speak to a person on the phone because of the dead end messages (to send them an email). The items have not been shipped so they certainly haven't been received by me, either. I either want the products or I want my sister to be refunded her gift card investment of $125.

• Initial Complaint

  Date:03/10/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 have placed two orders, one on 1/30/23 and one 2/9/23, on the Lug website. The company charged my credit card immediately for the orders which are now 5-7 weeks old and have not shipped my products. I have had several emails to their customer service, with only a few responses stating that they cannot be canceled but they will ship soon. I have left voicemails but no one picks up at their customer service telephone line. I feel their company is mismanaged and needs to be able to ship products that they sell and not charge until they ship as most online retailers do. I would prefer if I could get a response from them, have my products ship, and be given a discount for my trouble as this has been a total headache. I do not want rewards points for future purchases as an apology as they are worthless. If the company cannot actually ship as they do not have these products, I would like a full refund including the amount I used on a gift card.
  
  ********* February 09, 2023 Paid Unfulfilled $73.63 ********* January 30, 2023 Paid Unfulfilled $181.90

• Initial Complaint

  Date:03/09/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  Placed order ********* on 3/6/2023. Tried calling during their limited business hours of 9AM-5PM EST and emailing customer service. No matter what hour you call, even immediately at 9AM EST, receive message that call volume is high and to send an email. Have sent three emails, 3/6/23. 3/7/23 and 3/8/23. No reply has been received. I have two separate issues I am trying to have resolved. The lack of customer service availability is unacceptable. This business sells on QVC, as well as other larger platforms. How is there such a lack of staff to respond to customer matters? I have been charged for my order, which has not shipped but cannot reach anyone to discuss my issues. While I like and own many of their products, this experience has made me realize I need to spend my money elsewhere. Customer service is an important part of a product selling business and the owner, Ami, should know this fact. It is beyond disappointing to be having this experience.

• Initial Complaint

  Date:03/06/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 order #*** ****** on Luglife on Jan 29, 2023; they charged my Credit card immediately. On Feb 8, 2023 I received an email saying my package had shipped but when I clicked the tracking there was no tracking details. On Feb 16 Ryan from Luglife returned my email to their ************************ saying a new one would be sent, and I would receive shipping/tracking info. It's now March 2, 2023 and no further communication on my order. I have called/ ** messaged/ and emailed customer care several times each. No response. Luckily, I just got my credit card bill so perhaps my only course of action is to tell the credit card company to dispute the charge on my behalf. Terrible service which is too bad as have been a happy Lug customer in past, but not anymore.