topic Re: LUG LIVE in Community Chat

LUG LIVE

ruotsi — Sat, 22 Oct 2022 22:17:47 GMT

Has anyone else used the Luglive site? I ordered from there for the first time last week. The order was to ship within 48 hours and here, 10 days later, it still hasn't shipped. Their "contact us" option only leads to a standard canned response of "we'll get to it". I asked on their Live presentaion last night and they referred me to the Lug Facebook page for followup-- and you guessed it, nobody there knows anything either, and the group itself has numerous complaints of orders being charged but not shipping. I believe the site to be affiliated with the Lug people we see here on Q and I am wondered if anyone else has had an experience with them

Re: LUG LIVE

AZfem — Sat, 22 Oct 2022 23:41:53 GMT

Have ordered from Lug website but not Lug live & they are very slow. The last order took at least a week to ship & then it spends about 4 days being labeled & sent to US from Canada. Order before that took 2 weeks before it shipped & then sent into 4 day labelling before coming to US to ship.

Would suggest you go to Lug website & contact their customer service. I usually get answers from them.

Re: LUG LIVE

San Antonio Gal — Sun, 23 Oct 2022 00:02:25 GMT

@ruotsi wrote:
Has anyone else used the Luglive site? I ordered from there for the first time last week. The order was to ship within 48 hours and here, 10 days later, it still hasn't shipped. Their "contact us" option only leads to a standard canned response of "we'll get to it". I asked on their Live presentaion last night and they referred me to the Lug Facebook page for followup-- and you guessed it, nobody there knows anything either, and the group itself has numerous complaints of orders being charged but not shipping. I believe the site to be affiliated with the Lug people we see here on Q and I am wondered if anyone else has had an experience with them

@ruotsi - Is the Lug Live the same as the Lug that's on QVC?

Re: LUG LIVE

MezzieStarr — Sun, 23 Oct 2022 01:32:28 GMT

@ruotsi yes, I order from there all the time.

Lug issues have been going on for months this year because of their warehouse move.

They started to catch up, but then they had the "sick kids hospital" pumpkin donation week and they fell way behind again.

The last order I did with them was for the pumpkin tote bag. I ordered mine early the last week of September and received it 5 days later. I was lucky, but I knew they would have issues so I planned ahead.

Earlier in the summer it took 5 weeks for one of my orders, then almost 3 weeks for the next order I did.

They got bombarded with pumpkin orders when they had the official kickoff for the charity and attempted to push those orders out first so people could have the pumpkins for Halloween.

All other orders for other bags got pushed back.

Some of the bags for sale are stuck in "supply chain issues".

Ami issued an apology video about all the setbacks and then proceeded to try and sell more bags in the video.

That set off quite an uproar in the private Lug group. Ami has now gone silent. Lug customer service just gives the same song and dance answers.

Canada also had Thanksgiving this month and they got another week behind when they all went on vacation.

I'm a "lug nut" and will continue to buy because they have such good deals on there. I'm willing to wait and just know what to expect from them at this point.

All orders last year in 2021 arrived within a week so I'm hoping they can get back to being that company again.

They may have bitten off more than they could chew with this move.

Re: LUG LIVE

sunshine45 — Sun, 23 Oct 2022 02:05:42 GMT

@San Antonio Gal wrote:
@ruotsi wrote:
Has anyone else used the Luglive site? I ordered from there for the first time last week. The order was to ship within 48 hours and here, 10 days later, it still hasn't shipped. Their "contact us" option only leads to a standard canned response of "we'll get to it". I asked on their Live presentaion last night and they referred me to the Lug Facebook page for followup-- and you guessed it, nobody there knows anything either, and the group itself has numerous complaints of orders being charged but not shipping. I believe the site to be affiliated with the Lug people we see here on Q and I am wondered if anyone else has had an experience with them
@ruotsi - Is the Lug Live the same as the Lug that's on QVC?

@San Antonio Gal

yes, they have a phone app that is sometimes LIVE and you can do orders via the app.

Re: LUG LIVE

MezzieStarr — Sun, 23 Oct 2022 02:13:24 GMT

You can also shop/watch from the website, no app needed. Just google "shop lug live". Or watch/buy from the Facebook page. Shows are streamed live there too.

Gabrielle Kerr and Sally Combs (ex QVC people) have shows weekly on there.

Re: LUG LIVE

ruotsi — Sun, 23 Oct 2022 02:49:48 GMT

Thanks for the info. I guess I stumbled upon the "Live" part of it when I Googled to find a bag (Rover XL!) that I wanted and just assumed that the site was "the " Lug site since all else seemed to be in order with it. If they are having issues, ok-- but as with anything, I think it's better to just let people know what's going on and I felt I have just gotten the runaround with their canned non-response. And I was told in the Lug FB group-- which was the FB group that the LugLive directed me to! -- that it was not the place to post. In any event, this will probably be my first and only purchase from the LugLive site.

Re: LUG LIVE

San Antonio Gal — Sun, 23 Oct 2022 03:56:33 GMT

@ruotsi - Sorry you've gotten that type of response. Why don't you try and contact that vendor/owner (forgot her name) that in on the show. That's bad service that you've had. Thanks for the warning.

Re: LUG LIVE

amyb — Sun, 23 Oct 2022 11:35:41 GMT

@ruotsi Try Customercare@luglife.com That's where I get answers from all the time.

I've ordered several items, over the past 2 years through LugLive.

2020 things always shipped the following week, on a Monday, after their full week (Mon-Sun) of weekly offers.

But as @MezzieStarr explained this year there has been a significant change, I guess "due to warehouse move"...but that was a while ago and still shipping is now about 2 wks out, each order cycle.

Anyway, not sure what email you tried at "Contact us" but I've always gotten responses right away from that email above. Good luck!

Re: LUG LIVE

TUMBLES — Sun, 23 Oct 2022 16:15:33 GMT

I ordered a Lug bag frm. their website last summer It took at least 10 days for it to arrive. Meanwhile, I called customer sevice # numerous times & emailed numerous times-no response & no information on my order. I really don't think there was anyone in their offc.. NEVER AGAIN !!!

Re: LUG LIVE

chrystaltree — Sun, 23 Oct 2022 18:21:28 GMT

I watched Luglive a few times. She's a Lug collector, I just wanted to see Gabrielle Kerr.

Re: LUG LIVE

ruotsi — Sun, 23 Oct 2022 19:35:16 GMT

Thank you, that's the exact email address I have been using. I get no personalized response, just the "form letter" saying they'll get to me

Re: LUG LIVE

Lenscap — Fri, 30 Dec 2022 08:17:58 GMT

@amyb I realize that this is an older thread, but I'm curious to know whether you've received answers from customercare@luglife.com recently (for example, since November 2022)? I have had issues with two different orders from their Black Friday sale. One order was supposed to contain three items, but I never received two of the items. Both items appeared to be in stock on the luglife website. I emailed customer service three times but received only an autoreply. During their business hours, I called their customer service number and never got to speak with a representative, so I left a voicemail message. No one ever returned my call. As a last resort, I attempted a chat on their website during their business hours. No one replied. The two items missing from my shipment never arrrived, and Lug Customer Care didn't acknowledge the issue or attempt to resolve it. I can understand shipping delays, warehouse transition pains, and things like that; however, I don't understand being unresponsive to a loyal customer who has spent hundreds of dollars on their products.

Re: LUG LIVE

amyb — Fri, 30 Dec 2022 11:22:06 GMT

@Lenscap Wow...so sorry, and yes, I've heard others on LugLives lament similar problems recently. Terrible on Lug's part.

I've never not been responded to via Customercare email, but the last time I needed anything was a question as to when something was shipping, that was taking extra long...I think that was last summer. They responded and it shipped days later.

You know who I would try...Debbie Wright on her messenger/FB page, and I'd keep trying if she didn't respond right away, as she seems busy. I know she's like the head gal when it comes to all the reps, and I've heard her respond to people on the Lives and say to message her with an issue and she'll "try to intervene" to hopefully get something done/answered.

Lug's customercare is getting bad for a company so big, pushing so much product on people and the prices gong up, up, up. I'm cooling it. I have all I need. And it's been going on all year...they really should have made fixing customer service a priority by now, rather than throwing yet another overpriced cosmetic or lunch bag at people!! Don't get me wrong...I like the brand/bags, but lately, they seem a bit mercenary...almost too many useless type bags pushed & pushed...meanwhile, they can't keep up with what they've already sold! Made me step back. I realized, enough is enough. I got some good deals, on some bags I love and use. But, so many I see lately are just too high priced for what they are. And HOW many type backpacks or lunch bags do they really need to put out?! Dillutes the brand...

Rant over....sorry......

Anyway, I'd try emailing and emailing if I were you, as I always do get answered by them. AND definitely keep trying to get Debbie's attention...she seems very nice and helpful, and is a "company" gal who I know know's who to contact within the company.

Let me know how you do!!

Re: LUG LIVE

sunshine45 — Fri, 30 Dec 2022 14:51:08 GMT

i would get in contact with your CC company or paypal if you used that, especially if it was ordered and you paid for it back in november. dispute the charges.

Re: LUG LIVE

JudyL — Fri, 30 Dec 2022 14:54:59 GMT

This is an interesting thread. Just yesterday I placed on order for a LUG Ranger handbag that was on sale here on Q's website and was surprised to see that it wouldn't be delivered until Jan 17th! It's ok as I don't need it right away but thought it was odd that it would take that long to ship. Makes me think maybe the Q is having difficulty with LUG shipping also.

Re: LUG LIVE

Lenscap — Fri, 30 Dec 2022 17:46:32 GMT

@amyb Thanks for your reply and the suggestion to contact Debbie Wright. I'll keep that in mind. I totally agree that Lug should have made fixing customer service a priority rather than constantly pushing pricey products that take forever to ship. You are spot on about the number of similar products being launched and how this dilutes the brand!

@sunshine45 Thanks for your reply. Yes, due to a total lack of response from from Lug Customer "Care," I did have to contact my credit card company to resolve the issue. It should not have come to that, and I'm extremely disappointed.

I have ordered Lug items from LugLife, QVC, and (rarely) Amazon, but I've seen the silly videos from the LugLive shows. Everything seems to have gone downhill when Lug launched LugLive. They are spending too much time trying to sell, sell, sell via that platform, perhaps in an attempt to reach new, younger customers, while loyal customers who helped them build their empire don't even receive replies to queries about items missing from shipments. Truly sad and unacceptable. I think the universe is sending me a message.

Re: LUG LIVE

Cakers3 — Fri, 30 Dec 2022 17:57:38 GMT

I have found many of the Lug styles and adjusted patterns are knock-offs of Vera Bradley.

Re: LUG LIVE

geezerette — Fri, 30 Dec 2022 19:12:06 GMT

I ordered a Lug bag a couple of days ago from QVC and my edd is January 18.

Lug has always shipped slowly. I normally don't get anything from them for at least two weeks after I place an order, although I order from QVC only.

To add to all that @MezzieStarr mentioned, these come from Canada to Buffalo and then ship out from there. After all the weather problems they've had in that area (and are still having), if I get my bag by the end of January I'll consider myself lucky.

Re: LUG LIVE

Lenscap — Fri, 30 Dec 2022 22:16:38 GMT

@Cakers3 I hear you about the similarities between Lug and VB! I have lots of VB and appreciate the quality of their products, but many of them are cotton. I knew I needed something different when my VB work tote, along the the folders and papers inside, got drenched in the rain.

Lug drew me in initially with their solid-color items that seemed to be more water resistant than VB. One of my first purchases was the first iteration of the Puddle Jumper. I loved it! After my first Ranger, I was hooked. Love the phone pocket, all the other pockets for organization, and the size.

I still like VB and have never had any issues with their products or customer service, but I haven't made any purchases in a long time.

Here's hoping that Lug can get it together in 2023!