SmallBizGenius Analysis
Lugz receives overwhelmingly negative reviews regarding product quality and customer service. Customers report shoes falling apart quickly and difficulty contacting the company for returns or warranty issues.
Category Breakdown
Scores based on analysis of 43 recent reviews
Product Quality
2.0/10Numerous reviewers complain about the poor quality and durability of Lugz shoes and boots. Common issues include soles falling apart, stitching coming undone, and materials peeling off within a short period of use, with some reporting failures within weeks of purchase. For example, one reviewer stated, "Bought some $80 lugs and they didn’t even last a week before the bottom grip started falling apart!"
28 reviews mention thisCustomer Service
1.5/10Many customers express frustration with Lugz's customer service, citing difficulty in contacting the company and resolving issues. Reviewers report being unable to reach anyone by phone, receiving delayed or no responses to emails, and encountering problems with returns and exchanges. One reviewer noted, "This is has the worse of worse customer service...after multiple attempts of trying to find out what was going on with my order every attempts nothing."
20 reviews mention thisReturns & Refunds
2.0/10Several reviewers report difficulties with the return and refund process. Customers describe being ignored when requesting return labels, encountering restocking fees that differ from what was advertised, and having their returns complicated by a lack of order information on the website. As one reviewer stated, "I have been trying to return a pair of boots for almost a month now...I have emailed, and after the 3rd email where they wanted a screen shot of my order which I sent, I was ignored."
7 reviews mention thisShipping & Delivery
2.5/10Some customers report issues with shipping and delivery, including late orders and packages that were marked as delivered but never received. Reviewers also mention paying extra for expedited shipping but not receiving their orders within the promised timeframe. One reviewer shared, "My order was very late... I am trying to return the items I purchased and I can't get in touch with anyone at the site.!"
4 reviews mention thisPros & Cons
What Customers Love
"Inexpensive, high quality, solid soles and ready for many hours of walking."
"Ordered Lugz boots from Amazon boot stitching, came apart contacted Lugz sent pictures ,copy of Amazon receipt receive new boots very easy customer service was excellent"
"personally, I love Lugz work boots; am curious what others are out there as well. They are durable, don't make my back hurt like my nike running/athletic shoes did for even 4-6 hour shifts; keep my feet safe and are great quality."
Common Complaints
"Bought some $80 lugs and they didn’t even last a week before the bottom grip started falling apart!"
"Can’t get in contact with help center , bought 2 pairs of lugz work boots both pairs bottoms fell apart 👎had to duct tape shoe or get killed wearing them , This shouldn’t happen , bad craftsmanship."
"Shoes are garbage: Lugz Shoes are garbage. Have the fringe boots and the materials peels off on top of the toes. Fake felt or leather or whatever it's supposed to be."
"This company is a joke! They make it impossible to do a return! I have emailed, and Facebook messaged them, with no response. My account on their website shows no orders, making it impossible to do a return."
"While I am a fan of Lugz I have found the customer service to be among the poorest I have ever had to deal with. The boots I ordered were cancelled due to "supply chain" issues. That happens, but the Company never bothered to inform me, the customer."
Common Questions About Lugz
Answers derived from customer review patterns
Is Lugz legit and trustworthy?
Based on 43 reviews, there are significant concerns about Lugz's legitimacy and trustworthiness. The overwhelming majority of reviews report issues with product quality, with shoes falling apart quickly. Many customers also describe difficulty contacting customer service and resolving issues with returns or warranties. While some customers have had positive experiences, the prevalence of negative feedback suggests caution when considering Lugz.
Based on 43 reviewsDoes Lugz have good customer service?
The reviews indicate that Lugz's customer service is generally poor. Many customers report difficulty contacting the company, with some stating they were unable to reach anyone by phone or received no response to their emails. Others describe long delays in receiving responses and unresolved issues with returns and exchanges. While a few reviewers had positive experiences, the overall sentiment suggests that Lugz's customer service is unreliable.
Based on 43 reviewsIs Lugz worth it for small business?
Given the numerous reports of poor product quality and unreliable customer service, Lugz may not be a worthwhile investment for small businesses. The potential cost savings may be offset by the need for frequent replacements and the frustration of dealing with unresponsive customer service. Small businesses that rely on durable and dependable footwear for their employees may find Lugz to be an unreliable choice.
Based on 43 reviewsWhat is Lugz's return policy like?
The reviews suggest that Lugz's return policy can be problematic. Several customers report difficulties in initiating returns, receiving return labels, and obtaining refunds. Some reviewers mention being ignored when requesting returns or encountering unexpected restocking fees. The return process appears to be cumbersome and unreliable, leading to frustration for many customers.
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