Complaints

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

close

Find a Location

ITG Brands 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.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  ITG Brands LLC

  714 Green Valley Rd Greensboro, NC 27408-7018

• 

  ITG Brands, LLC

  11140 Luschek Dr Blue Ash, OH 45241-2434

  

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:06/13/2025

  Type:Service or Repair 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.

  The website at *********************** Has a reward program where you enter pack codes and use them for gifts, coupons, etc. They reworked their reward site about 3 months ago and now no one can get anything. I've contacted them numerous times. They blame it on me. It's everyone having trouble, there are complaints all over the internet. I've (plus others) have tried all the solutions they suggest, different web browsers, different devices, desktop, phone, laptop. It's their website, yet they refuse to fix it. Even before this problem, if someone got a virtual giftcard, we had to wait over a month or more to get it, after emailing them about it because they always forgot to send it. This is a billion dollar business, they should stop ripping off their consumers. Please fix your ************ website.

  Customer Answer

  Date: 06/24/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

   

  The business is working with me on their website, so far, they haven't fixed it, but seem to be trying.

• Initial Complaint

  Date:02/01/2024

  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.

  We bought this product to retail and they do send us stail cigars and not taking returns I have about $200 ************** sitting here Its been 2 years I did talk to the representative who coming to our store As well email the customer care No one responds me Please help They sale Backwood and Dutch master brand cigars

  Business Response

  Date: 02/29/2024

  See attached response

  Customer Answer

  Date: 02/29/2024

   I am rejecting this response because:

  Thank you for looking after that itg sent representative to count and check the product but I didnt get any money or replacement yet 

  He told me he will talk to his office and get back to me but I didnt hear back yet 

  So its still not resolved 

  Please advise what should I do 

   

  Thank you so much for your help 

   

  I will update once they come up with resolution 

  Thank you 

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

  ************ Mart 

  ****** ***

  ****(**)

   

  
  
  

  
  

  Customer Answer

  Date: 03/08/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

   

  Good morning 

   I like to inform that itg paid me for my stail cigars today with credit card I like to withdraw my complaint and I m very appropriate and grateful for your support and help on the issue please advise me if I have to do anything from my side to clear that out 

  Thank you again 

  Have a bless day 

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

  ************ Mart 

  ****** Inc

  ****(**)

• Initial Complaint

  Date:12/17/2022

  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.

  Been a customer for years, placing online orders. Their product has gone down in quality over the last few years, almost half of their pods malfunction, either leaking or not working at all with the connected batter device. But that's a separate issue. My complaint is about a refund and dishonest business practices around that. I placed an order for $290 worth of product on October 24, 2022. Email confirmation stated it takes 2-4 weeks for can order to arrive, and provides a tracking number for the shipment. When I click on tracking info, it says "Shipment not received by carrier". I made multiple calls, emailed as well, and customer service said each time they couldn't access the tracking info either, but rest-assured, my order should arrive soon. Four weeks later, I call again for more info and am given an "escalation number". No call back from "escalation team". Five weeks later, still no order received so I call and cancel the order and request a refund. I'm given a refund confirmation number and told it takes 3 days to receive the refund to my original form of payment. It's now been more than 10 days. I called again this morning to demand my refund, now almost 2 months after placing the initial order. Customer service hung up on me, saying if I was going to contact a lawyer, their protocol is to end the call. I didn't say that, I told them I'd be filing a BBB complaint and disputing the charge with my banking company. But after the entire experience, obviously I should have known they have sub-par customer service with no ability or authority to understand or solve an issue. Very dishonest company - yes, tobacco companies are sickening anyway - but don't claim customer satisfaction is a priority on your website. Isn't it fraud to promise a product, accept payment for a product, not deliver the product, and then not refund the buyer? I'll never buy from them again. Appalling.

  Business Response

  Date: 03/29/2023

   

  Hi ****,

   

  In reference to **** ******** consumer BBB ID # (********) we refunded the consumer on 12/19/2022.

  I have included the Transaction below.

  I reached out to the consumer to confirm she received her refund, there was no answer I left a message on her voicemail.

   

  Thank you.

   

  Angie
  
  

  Customer Answer

  Date: 03/29/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

• Initial Complaint

  Date:12/14/2022

  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 have placed 2 consecutive orders that have not been received. The most recent order ************ placed on 24Nov22 is over 20 days old and no delivery. The "Good news, your order is on its way" email from Blu has a tracking link, but to date the link reports the shipping agent has not received it. ************* Electronic Shipment Information Received. Carrier has not yet received the order." I called Blu's so-called customer support, got some remote person (you could hear a baby in the background crying), all the rep could do was pass the buck. She stated she would forward the issue to shipping. I asked could she connect me to a manger or some one else, she said no, they can't forward calls. Is this what Blu calls customer support? Some remote worker, who can't do anything but pass the information on.
  
  Blu we're done, I don't want anything from you except a full refund.

  Business Response

  Date: 01/17/2023

  We took care of Mr. ***** on 12/21/2022, at that time we did not know he had filed a complaint via BBB.
  We did notify him on 12/21/2022 informing him that we had processed his refund.
  Transaction ID # *****************