ComplaintsforThe Life Is Good Company

• Initial Complaint

  12/23/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 12/5 I purchased online Women's Keep It Simple Pickleball Crusher-LITE Tee, short sleeve 105941-S, Order #: 418552683. This was a Christmas gift so I wanted to be sure I allowed plenty of time for shipping. On 12/12 a pkg arrived with a mens large Pickleball long-sleeve tee. I contacted Life is Good customer service and initiated a return. The rep told me to reorder the shirt and return the one sent incorrectly. The return and reorder for item 105941-S were initiated on 12/17. On 12/22 a pkg arrived with the wrong item again. I ordered Women's Keep It Simple Pickleball Crusher-LITE Tee, short sleeve 105941-S. Received was a womens tee with the item number 110143-S. I contacted customer service asking if they could get the right shirt sent to me by Christmas. He said no and that I’d need to return the incorrect item and reorder the item for a third time. Needless to say it won’t be here in time for Christmas. How can I trust this company ever to get my order correct. One time incorrect maybe, but twice on the same item is unacceptable. Where is the quality control and/or empathy to the customer?

  Business response

  01/05/2023

  We have reached out to the customer to apologize for shipping the incorrect items and expedite the return process, along with offering a discount coupon. 

• Initial Complaint

  12/09/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased a Christmas shirt for a specific event. I needed the shirt by December 9. I placed my order on November 28 and was promised it would ship by November 30. I got a shipping notification on December 3. However, when I checked tracking, it continuously said the carrier was waiting for the package. I sent multiple emails to customer service, which were met with uncaring and rude responses. They kept assuring me the package had already shipped, even though it clearly was still sitting in their warehouse. They refused to upgrade my shipping, cancel my order, or provide a refund. The package finally started tracking on December 8 as "processed." It departed a UPS facility on December 9 (the day I needed it for a trip). I will be out of town when the package finally arrives (projected December 14) and will not be able to wear it to my event. I have no need or use for this shirt now. And by the time I return from my travels, I would only get perhaps one wear out of it before Christmas. The customer service department provided the worst service (or lack thereof) of any retailer with which I have shopped. They offered no solutions, even when I asked if they could just ship me another themed shirt I could wear to my event when my shirt seemed to be lost in their warehouse for days. When I purchased this product, it was under the promise that my shirt would ship within 2 business days. Since this did not occur, I would like a full refund, which wouldn't come close to compensating me for the time and stress I have experienced because of this company's negligence.

  Business response

  12/13/2022

  Our volume on Cyber Monday 11/28/2022 was one of the highest volume days of the year and the order shipped as soon as possible.  Our Customer Service team tried to assist with more information, however there is limited visibility when the order has shipped and is enroute with the carrier. A refund has since been issued to the customer. 

  Customer response

  12/14/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 18550140, and find that this resolution is satisfactory to me.
  
  

• Initial Complaint

  09/20/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On 8/22/23 I ordered 8 shirts from life is good. ORDER ID: ******265 On 9/2/22 I wrote to them asking about why I had not received a shipping email yet about my shirts and received an auto reply. On 9/6/22 I was refunded for ONE of the 8 shirts because it was not available. On 9/7 The shirts were shipped and On 9/11 The box arrived with only 5 shirts. 2 were missing with no explanation or refund. Same day I wrote to Life is Good asking why I was two shirts short in my order. I have yet to hear from this company. I want my two shirts. These are the ones missing from my order: Bunch of Lavender G405-XXL Skating - Men's Crusher Lite Short Sleeve Customizer Crew C000067-XL

  Business response

  10/03/2022

  Customer placed order on 8/22.  On 8/22 LiG transitioned into a new order management system which caused a delay in shipping orders. on 8/31 customer emailed for status of order. On 8/31 customer service responded to customer letting them know of transition into new system and that we would get the order shipped out ASAP.  One shirt was not available to ship, it was removed from the order and customer was not charged for the shirt.  The remainder of the order shipped on 9/6/22 and was delivered to the customer on 9/11/22.  The customer contacted us to let us know that 2 items were missing from the order when it was received.  Customer service let the customer know that one item was not available.  Customer service then sent out a replacement for the shirt that was not in package but we still had inventory to ship it to the customer. The customer should be recieving this shirt shortly. 

  Customer response

  10/08/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 18039350, and even though I am not fully satisfied I do not have the energy or time to go back and forth about a tshirt.  I still don’t have one of the shirts but I hope this company works out its issues.  You can close the complaint.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  11/10/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My wife ordered four shirts from Life is Good on 10/16. At no point in time during the ordering process did the items say "out of stock" or "shipping/warehouse delays". Here we are almost a month later and zero communication from the company about when our items will ship. Nothing. I've called three times and keep getting the "we hope it will ship out soon", but still nothing. All we want is our product we paid for a month ago. They should have communicated on their website if they are having mysterious "warehouse delays". Order number is *********. I've also reached out to them via Facebook and received no response.

  Business response

  12/01/2021

  Business Response /* (1000, 8, 2021/11/29) */ Customer placed an order on 10/16. Due to a new Warehouse implementation the order was delayed in shipping. The customer was given this information upon inquiring about the status of their order. The customer was given a 20% discount and a 40% discount on future orders. The order did ship on 11/12 and was delivered to customer on 11/15. Consumer Response /* (2000, 10, 2021/11/30) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  10/20/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  RETURNED THE PRODUCT, HAVE A RETURN CONFIRMATION AND THWY STILL REFUSE TO REFUND ME!

  Business response

  11/02/2021

  Consumer Response /* (2000, 10, 2021/11/02) */ pleaase cancel case. it was solved

• Initial Complaint

  10/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Regarding Order Number XXXXXXXXX placed online September 21st for several Life is Good clothing pieces and accessories. Before placing the order, we confirmed with a customer service chat representative that if you ordered 2-day shipping, the order was in stock and would arrive in time for our memorial event on Monday Sept. 27th. Sadly, the package did not arrive until Tuesday the 28th which was after the event that we ordered these for as the items for. We scrambled to find suitable replacements for the event after much distress with no true care or compassion from customer service. I understand things happen so I could accept this as 'thing's happen'. The main complaint is how poorly our issues after deliver was handled. I reached out after the package arrived to inquire on 5 missing items. The chat rep, Heetesh was incredibly slow and unhelpful in the chate and said he'd email me back once he found out more. His email back the next day was not clear or helpful.

  Business response

  11/18/2021

  Business Response /* (1000, 12, 2021/11/02) */ Customer placed a large order on 9/21 after the 2pm cut off to ship same day. The order shipped on 9/23 after 7pm, so missed the UPS pick up making it technically ship on Friday 9/24. Customer contacted us in regard to missing upgraded shipping deadline. We refunded the customer for the freight charges. Customer received the package on Tuesday 9/28. Customer then reported items missing from the order. We reshipped the missing items on 10/1, they were delivered to customer on 10/6. The customer returned 8 items to us. We received those items on 10/12 and issued the appropriate refund of $189.11 to cover merchandise and taxes. Life is Good has refunded Customer the second day shipping cost and the payment for all returned goods. Life is good has also followed up with an apology email to customer.

*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. ↩