Community Chat

[chrystaltree]

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

[ruotsi]

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

[Lenscap]

@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. 

[amyb]

@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!! 

[sunshine45]

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.

[JudyL]

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.

[Lenscap]

@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.

[Cakers3]

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

[geezerette]

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.

[Lenscap]

@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!