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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:03/06/2023

      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 originally placed an order for 3 items on 2/6/23 (order # *********). I received the tote bag and the "C" charm but not the silver trolley medium cosmetic case. I kept checking the website and for that item- it kept saying "preparing to ship". The item I have not received yet was $59.

      This was my order :
      Gunmetal Letter Bag Charm × 1 C $9.00
      Trolley Medium Cosmetic Case × 1 METALLIC SILVER $59.00
      Trolley Duffel Bag × 1 LOVE STRIPE BLACK $160.00
      $228.00 USD

      On 2/20 I emailed to ask for an update. I received an email from Ryan, who asked if I would still like the item shipped, or a refund. I told him I still wanted the item shipped, and asked about expedited shipping, as I would like it for an upcoming trip. He said expedited shipping is not an option, but that he would make a replacement order.
      On 2/22 he said he placed a replacement order with order # ***********, and said once he had tracking information he would let me know.
      From 2/23 -today (3/2/23) I have emailed multiple times, and have tried to call numerous times, and have left several messages, to no avail. Have never had a human pick up the phone to get my questions answered.
      The last corespondence was on2/28 when Ryan sent me this:
      Provide Tracking ***************
      with no other explanation or details

      Today is 3/2, and I am still waiting for an update. Again, my original order was placed 2/6/23 (1 month ago). I have emailed multiple times and called many times, as well as reached out via Facebook- and I have left at least 5 messages. I would like my item sent to me that I have already paid for and then I will be done with this company

    • Initial Complaint

      Date:02/27/2023

      Type:Service or Repair 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’ve done 4 attempts to contact lug and now I feel like this company stole my money. I have called and emailed and nobody has responded. What is going on! I spend over $100 and nobody has responded. I was told that my order will be sent out at the end last week and still haven’t received any updates on shipping. I would like updates since it clearly stated when I purchased the item that it will be sent out 5-10 days after purchase ( this was January 31st) last week I was told that it will be shipped out at the end of the week. I'm extremely frusterated since my order is over $100 and need it by the end of this month. My order number is **********

    • Initial Complaint

      Date:02/24/2023

      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 have placed numerous orders with this company. I’m still waiting for my orders to be shipped from Feb 2Nd on. I have tried numerous times to contact them and nobody responds. I now have to contact my credit card company to dispute all of my transactions.

    • Initial Complaint

      Date:02/24/2023

      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 made 2 orders to Lug- one order ********** was made on January 25 2023 and was stated as in stock on the QVC website when I placed this order and was supposed to be delivered on 2/10/2023. I still don’t have it and it’s shipped directly from the vendor. After many calls and ignored emails to Lug- I want my order filled immediately. Second order ********** was ordered on February 8 2023 and now this is stated as out of stock by QVC but when I bought it it was in stock - again it ships directly from the vendor- So Lug is solely responsible for my order. This bag I still did not receive. I want my 2 bags now as they repeatedly lie about their stock and shipping dates.

    • Initial Complaint

      Date:01/09/2023

      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 purchased several items weeks ago and Lug has still not shipped them, but the day I placed my order my card was debited. I have placed several phone calls and left messages, but no return call. Like others, still waiting for response and items I purchased. Since I feel like this is a scam, I would like a full refund to original payment method.

    • Initial Complaint

      Date:12/31/2022

      Type:Billing 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 placed two orders with this company on 12/16/2022 on their luglive social shopping platform which is supposed to ship out the following week. Lug charges my credit card as soon as the order is placed and then does not ship the product in a timely fashion or according to their stated shipping policy. They do not communicate any update or provide any information other than we will send you an email when it ships when I inquire about the status of my orders which should have shipped by 12/23/2022. As of 12/31/2022, I still have not received any notification on shipment of these orders - order numbers ****** & ******. This has been going on for months now with this company. They do not allow you to cancel an order after Monday at 9 am even though they don't ship for weeks after this. They should not be allowed to charge me before they ship the purchased product. At this point I want a refund for these purchases.

      Business Response

      Date: 01/19/2023

      Hi ****! 

      Your orders shipped and were delivered on 1/5/23 with tracking UPS- 1Z0V5002YN97401341. Our ************* Team has also been in touch with you after the delivery of these orders to provide RA numbers so that these can be returned for a refund per your request. 

    • Initial Complaint

      Date:10/25/2022

      Type:Customer Service 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 multiple orders on the Luglive app during the week of 10-2-22, totaling over $200. I was charged at the time of purchase. I have had NO communication from Lug on these purchases and today is the 23rd. I have posted on their official support page on FB and the post has not been approved by them to get an answer. I have also emailed their CS address on 10-17 with no answer. I want to know where my orders are, if they have shipped or lost or not coming at all. They're had my money for 20 days now with NO communication except attempts by me with no response

    • Initial Complaint

      Date:10/24/2022

      Type:Customer Service 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 ordered multiple products during neon week, beginning July 11th. After weeks of not receiving any shipping updates, I requested an update. Never got a response. Finally on August 8th, I asked them to just cancel the order. They told me the order was in process so they couldn't cancel, after holding my money for nearly a month. I am in a Facebook group for fans of this brand and SO MANY people are having the same issues. They are clearly routinely violating consumer protection laws by holding people's money and not sending their items. They promise things will be sent by X date over and over and it never happens. Multiple times they have mixed up tracking numbers and shared customers' addresses with other customers.

    • Initial Complaint

      Date:10/24/2022

      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 ordered from their social shopping platform and we were told by the founder Ami that all orders from Sick Kids week ending October 9 would ship by the end of that week (October 16 would be the last day of their "weeks"). I placed orders on October 4 for $55, October 5 for $60, and October 7 for $59. I inquired on October 17 in their ******** support group about when my order would ship and was told my end of day tomorrow (October 18) My order has STILL not shipped and it is now Monday October 24. To make matters worse, they have paused the support group so you can't post and customer service hasn't responded to my emails. No one answers the phones either. Thy charge your credit card when you place your order so they have your money and you have nothing to show, except credit card payments and interest accruing.

    • Initial Complaint

      Date:10/21/2022

      Type:Billing 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 several orders with Lug during Oct.2 thru Oct8th. The owner Ami promised to ship on Oct.10th. They have not shipped my orders and will not refund my chargecard. I tried to contact them several times and no response.
      I have sent emails and Facebook post to their support site and nothing. I just want my money back and never shop with Lug again.

    Lug USA, LLC is NOT a BBB Accredited Business.

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