Lug

If I could give negative stars for I would. If you don't mind waiting for your order for over a month and being ignored by customer service then lug is for you. They oversell products all the time and don't give you a refund unless threaten to get your credit card company involved.

No matter how you try to reach out to them there is no way to get a response. No point in them having a phone number or email as they are never answered. Perfect example on how not to internet market your product. GET YOUR POOP IN A GROUP LUG!

I ordered 2 bags on Dec 2nd. My $192+ has been taken and I've received NOTHING. There is no answer to my emails and no one 'available' in any department when calling their toll free number. BEWARE before you buy.

I ordered 2 Lug bags directly from the Lug website this week. Neither have been shipped. My inquiries through their website contact page remain unanswered. Their toll free # a front. You can't reach anyone on it. BUYER BEWARE! Zero customer service. WORST EXPERIENCE EVER!

I purchased a water bottle holder on line through Lug-Live on May 1 & have yet to receive it. It is now May 24, and I have yet to be able to get any follow up on the UPS tracking number that was apparently assigned. When I put in the number, I get "We could not locate the shipment details for this tracking number. Details are only available for shipments made within the last 120 days. Please check your information." I have contacted the support email and have gotten excuses, but at least they respond, even though the info is useless. Will never go directly through the Lug company again. Too much hassle.

This business delivers quality merchandise but has horrible customer service. They provide a phone number but never answer the phone. They have a customer service email address but if they respond at all (and sometimes they don't) it's sometimes days or weeks later. Their shipping is just as bad. They charge your card the day of the order and ship anywhere for a week to 6 weeks later. They refuse to cancel orders that have not yet shipped. They require you return the item and pay for the return shipping.

I ordered a lug bag from QVC which I did receive (because it's QVC) and decided I wanted a charm for it. Ordered on 2/7/2023 and have not received. They charge your credit card as fast as they can and give you a 30 min window to cancel. I cannot cancel my order or get my money back. Emails to their customer service email address go unanswered. I likely will never use the bag I ordered because I am so displeased with this company. Do not order unless you don't care if you get charged for merchandise you may or may not ever see.

I have been trying to contact them for 6 weeks. The purse I ordered got sent back by UPS and I never received it. They don't answer their phones, don't reply to emails, and there is no submit" button on their customer service website form.

Ordered on LUGLIFE and received a bag stufedf in a box too small for the bag, causing deep creases. Forget about getting a customer service rep. 3 emails and as many days for a response which was useless. Called the customer service line. All automated. Finally got an answering machine to leave a message, no call back all week, left two messages a day apart. A 9-5 company with weekends off, that doesn't respond when they are there, the one and only email from them said to submit a warranty claim? And they would get back to me in a couple of weeks. NO I am not joking!

There's NO excuse for poor customer service. Even an apology. I work for a successful company and we only have 4 people and yet we ALWAYS respond. And if we are delayed we APOLOGIZE and offer something as a sincere apology!

I love Lug bags…! I have three of these great bags and always got them from QVC. This time a missed a show and the opportunity to get a little crossbody that I want to use for vacations so I decided to purchase it from Luglife.com. Great mistake!
The shipment is pricey, around $10 a pop. I am still waiting and it has been almost 3 weeks and nothing. I called, no answer, left message, still waiting.
I wrote, Where is my bag? Got an answer that all shipments were delayed….!
Anyways, girls and gals…! My recommendation, buy from QVC if you really like a Lug Bag. Never from lug life.com
I hope Amy ( the owner and wonderful designer of these bags) read this note. She seems to be a pretty together woman and very reasonable. I try to never miss a QVC show and her presentations.
I am a SeniorLugLife girl and her bags are very convenient for all I carry everyday. Please Amy, read this review and make appropriate changes to the shipping protocols.
Stay healthy and creative. The best to you and your pretty family.

Frances, a SeniorLugLifefan!

June 1,2023 UPDATE!
Finally got my bag! Very nice for travel. I am going to keep my promise, I will buy from QVC always. I love LUG bags! But to avoid aggravation it is best to catch them on QVC. Better shipment time and better prices.