ComplaintsforLugz

• Initial Complaint

  01/22/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I am unable to log into my account to print a return label as the website directed me to do. I have requested numerous times a password reset but have not received the email to do so. I have sent 5 emails requesting the return label, submitted the customer contact form asking for help to reset my password and nothing has worked. I need to return the boots ordered because they were too big. I am ready to put the charges in dispute with my credit card company due to lack of response from Lugz.

  Customer response

  02/15/2024

  At this time, I have been contacted directly by Lugz regarding complaint ID ********, however my complaint has NOT been resolved because:

  I have not gotten a refund but returned the shoes weeks ago  - the credit card company issued me a temporary credit when I put the charges in dispute  

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  Sincerely,

  ***************************

  Business response

  04/12/2024

  Customer created the return authorization on January 24th in her account

  The return authorization also generates a prepaid return label which was used to ship the item back to us, we received the items on January 30th

  We are unable to issue a refund since the charges were disputed by the customer

  Customer response

  04/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  01/16/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  ***************************** Order#: LU658116] December 4, 2023 Tracking#: ************ Received boots 12-06-23. Found upper material unacceptable. Did not try on or wear. Emailed LUGZ for return/refund authorization on 12-07-23. Their reply stated expect **** business day wait, due to holidays. Return window til 01-13-24. Several emails resulted in form letter replies, asking for new, duplicate, or info I can't provide (pic of defect). Last week of Dec, their email stated the issue was resolved, am I happy with that. I can submit ALL emails, at your request. Their policy is refund eligible for unworn shoes, returned at their expense, minus $5.99 restocking fee.

  Customer response

  02/03/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  01/08/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I had previously ordered a pair of boots about Dec 27 2023. I received them and found them way too big. contacted them through email to which I received message saying they would be notifying me in 10 days. I decided to order another pair unfortunately I ordered too small. Before I ordered second pair I set up an account with them. Now I cannot log into their site. Sent message with my information and once again I am waiting for a response. I'm tired of hearing my husband telling me "I told you so...don't order shoes online!"

• Initial Complaint

  01/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a pair of luge boots grey in color similar to timberlands in style however it says made in china they have literally fell apart from the sole and its body has begun to fray

• Initial Complaint

  12/20/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I ordered a pair of boots from Lugz (Order #LU651954 Women's Adore Fur Oxford Boot in Roasted Cashew, size 6) on November 2, 2023. I received the wrong item (WFLIHZFD-2495 Flirt HI FUR Rust/Gum size 7.5) and I immediately sent a message through their **************** Contact Form on their website (lugz.com) explaining everything. I sent multiple messages through here and didn't get a response until November 23, 2023. They asked me to send them the following details: missing style or incorrect style, dimensions of box, photo of invoice and items received. I sent this immediately, taking pictures of everything I had. On November 27th, I received an email from ******************************* (customer service contact at ******************************************* stating that they would generate a return label and process the replacement. I emailed back and thanked her but also told her that it had been so long that I wanted a refund instead. I have, since November 27th, sent 3+ emails and/or contact messages on their site. I have not heard from anyone since November 27th. Not a single word. I want the label to return the boots and my money back. I only work part-time due to a disability and need the money! I will never order from them again.

  Customer response

  01/15/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Lugz regarding complaint ID ********.
  
  Sincerely,
  
  *********************************
  

• Initial Complaint

  12/07/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased from lugz.com a pair of women's size 8 boots on approximately November 2, 2023. When I received the boots the size did not fit and I printed return label from my account and returned the boots unworn. I received confirmation that the boots were received by lugz on November 16, 2023. I have reached out to Lugz numerous times via email and I still have not received my refund for the return of the boots. There is no number to contact them directly. It is now December 7th, 2023 and still no refund. The company does not offer exchanges for items.

  Customer response

  12/14/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *********************
  
  
  * A partial refund was issued they deducted ***** from my refund they stated for restock fee and original shipping cost. They partial refund was issued and posted today 12/14/2023. I am not completely satisfied with the resolution but I have already spent too much time getting this issue somewhat resolved. I appreciate and want to thank you for your help in this matter. 
   
  
  

• Initial Complaint

  04/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased shoes online (LUGZ) and when I received them the laces were heavily frayed. I have not worn them at all and have been in the box since i recieved them. when I reached to customer service they asked for photos which I sent immediately. No response. About a week later I followed up again. Then a few days later again. They dont have a phone number and no one is ever available on chat it seems. Then I finally got ahold of someone through their chat feature and was told someone would follow up by the end of the day. No one reached out. I submitted another follow up and still no response and I have been trying to get this resolved for around a month now. I tried to do a charge back through my bank but they can't since I received the package but it was damaged.

• Initial Complaint

  03/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Hi, my name is *****. The issue I'm having with this company is they actually won't honor their warranty even though it's been through the warranty process. The Lugz shoes I have bought have literally split in half from the sole of the shoe and the toe section. So the toe is no longer attached. I bought these shoes last summer which is well before the warranty ends. The actual issue of my shoes happened about 6 months after I purchased them and waited about a month before I made the warranty claim. It's been at least about 2 months I've been waiting on them. I made the warranty claim as I was told to. They were communicating at first saying send us pictures and tell us what's wrong and then afterwards, they said they just got to get it approved and they'll get the warranty claim wrapped up. I waited a good amount of time and then emailed them back to ask what's going on with it. They never answered. I emailed about five more times after that and every single time they ignored it. I did everything that is required which is provide proof of purchase and pictures of the issue with an explanation. It's kind of surprising because they are a big corporation, not some seller on **** or something. This whole time I've been wearing shoes that are not safe for me waiting because I thought it would just be a matter of time and then I'll get my replacement. That's not the case here. All I want is for them to honor what they offered in way of warranty and from what they emailed me. It seems deliberate in a way because how could I not get any responses back from a corporation. Please look into this if you can. I appreciate it

  Customer response

  03/26/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by NY Lugz regarding complaint ID ********.
  
  Sincerely,
  
  ****************
  

• Initial Complaint

  02/01/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I ordered two pairs of shoes online on October 17 the shoes were small so I contacted them by email to find out how to send them back on November 17 they finally emailed me the return label on December 5 I sent them back and they received them on December 19 tracking number ****************** since then I have tried to contact them by phone and by email with no response from either

• Initial Complaint

  01/27/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I placed an order with Lugz around mid-December of last year. The order consisted of two pairs of shoes in women's size 9.5, one pair in black and one pair in brown. The black pair arrived fine with no problems. However, the brown pair were the wrong size. They had sent me a size 8 in a size 9.5 box. I contacted them via their online contact form and received a reply from a rep by the name of *************************** the next day. She asked me to send photos to prove my claim. I promptly sent the photos to her as I had already taken them when I opened the box. This was the last correspondence I have received from anyone at this company. I responded again asking for an update on 12/31/22, 01/02/23 and 01/07/2023. I have made several calls to the customer service phone number since then and no one has ever answered the phone, nor has anyone returned any of my calls in spite of the fact that I have left at least three voice mails.I never asked for a refund. I only wanted them to send me a return label for the item that was wrong and to send me the product in the correct size. It has been almost one month since I first reached out to them and there has been no attempt on their part to resolve this issue. This also highlights their lackluster customer service. I should have believed the reviews rather than giving them the benefit of the doubt as this experience will most definitely make me think twice before giving it to other companies.

  Customer response

  02/22/2023

  At this time, I have been contacted directly by NY Lugz regarding complaint ID ********, however my complaint has NOT been resolved because:

  [Your Answer Here]

   A representative reached out to me in email to apologize for the delay in getting back to me. She stated that she would escalate the issue to the proper department and get my replacement order sent out  It has been more than two weeks and I still have not received the replacement order  

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  Sincerely,

  *****************************

*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. ↩