ComplaintsforLug Canada

• Initial Complaint

  17/04/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Lug has had shipping issues, that is fine. In fact they said it was a glitch with the system and shipping was generated, but nothing was shipped. The CEO’s issued a statement. My order is pending from January 28, 2023. I have contacted customer service through email, phone and left voicemails and through their new online portal. I have probably reached out 10 times over 2 months. Other than an auto online response I have not received a single response about my missing order.

  Customer response

  09/05/2023

  Hi there,
  
  I finally heard from lug and my outstanding items were shipped.  Only took 4 months.
  
  Thanks
  

• Initial Complaint

  04/04/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I placed order ********* on Feb 7. Lug took until March 15 to send me a tracking number. It has not moved since and I am both without my money and without my bag I ordered. Contacting customer service has fallen on deaf ears with no response after 4 emails.

• Initial Complaint

  01/03/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order from luglife.com on Feb 8, 2023. My order number is *********. I have emailed customer service 3 times, called and left a voice message for customer service and reached out on social media. Not one reply back with any response about the status of my order. They took my money approx $70 for a purse but have not responded to multiple attempts to request an update about my order. **** ***** ***** *** ******* ** ****** ****** ***** **** **** ** ** ******* ******* **** **** ******** ***** ** ****** ***** ***** *** **** ****** but no one can get back to me about my order.

  Customer response

  26/03/2023

  A general email was sent to all customers outlining some of the problems LUg has been having and I ended up receiving my order more than 30 days after the initial purchase.

• Initial Complaint

  07/12/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I ordered and paid for items from the company on November 12. On November 15 I received an email saying that my order had shipped from ***********, Ontario, Canada. I tracked my parcel over two weeks and watched it travel around the United States - Kentucky to Buffalo, back to Kentucky and back to Buffalo again. From there it went to Niagara Falls and then was received by someone named **** in Sanborn, New York. I have sent six emails to the customer care website, left multiple voice messages and emails three of the sales reps for the company. All have gone unanswered. I’d like to have my money returned to me or the products reshipped to me. Thank you.

• Initial Complaint

  01/12/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I returned some items for a refund. The items arrived at their facility on Nov. 14. I received emails on Nov. 22 for each of the items I returned, saying the refund has been processed. It has now been a week (7 business days) and I have not received the refund on my credit card. I have attached one email where I have written confirmation that my return has been processed. Their customer service emails, and phoneline go unanswered. Every time I tried to email them, all I get back is an automated reply from *******. The phoneline doesn't even ring. After clicking through to the desired department you wish to speak with, you get a message saying they are experiencing higher than usual volume and you can leave a voice message. But I have never received a call back.

*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. ↩