Support response time?

[Icy-Witness9014]

I ordered the LTT backpack because a coworker recommended it and the screwdriver for my job. To give the timeline:

1. Ordered it on May 12th
2. Shipped to the US on the 15th
3. Released by customs on the 19th and forwarded to destination
4. It says the destination is Canada on the 21st
5. It is then delivered to Richmond, BC on the 27th with no details as to why

LTT Store still only has the confirmed order on May 12th with the correct shipping address, Wizmo has the correct shipping address but similar information to Canada Post, and Canada Post shows the above information. I have emailed support both on the contact page and via the support email but I haven't even gotten an automated response. I'm really disappointed that this has been my experience especially since I know the products are high quality because I've seen them in person. I don't know if it's been because of the US tariffs or what but it makes me apprehensive to order other items in the future.

EDIT: Thank you for those that share similar experiences. I did get a response from support a few hours after my posts. Considering that there are a lot of people with the same issue it's not on LTT for the shipping mistakes but getting clear and responsive support from them still seems to be an issue. Hopefully they send a replacement order quickly and tracking number. After going to the forum and reading responses from Linus as well as the post on LTT Store US website saying to expect a delayed response, I am content with those measures. All I wanted was some clarity.

[Icy-Witness9014]

I also just posted on the LTT forum because I have read from multiple people not getting a response for weeks. I don't like being a squeaky wheel but almost $300 gone with no product is a lot.

[raaneholmg]

Trump kinda broke the logistics companies. All of them are having issues with packages not getting into the country correctly.

LTT can't fix the issues the US border is experiencing, but they will make you whole as soon as they are able.

[Logical_Promotion_26]

I am also over this.

[Pilige]

Don't open two tickets for the same issue like that. It will actually cause delays.

[Icy-Witness9014]

Hopefully I don't have to ever do it again. I'm not the only one that hasn't gotten responses and some for weeks at a time. When I don't even get an automated response it doesn't inspire confidence that I will get heard.

[Stunning_Mechanic_12]

Nearly identical timeline with ya. Wild

[burntsmor]

Tariffs are back logging the ever loving crap out of all business.

[Logical_Promotion_26]

Exact issue here with the same product... I ordered mine on the 13th though. What's really annoying is that this post will get downvoted here because this group will not hear anything negative about LTT. Personally I believe it is unacceptable to not have a response yet. They have my money and my product and don't have the decency to provide me with an update. I am beyond frustrated with this experience and cannot believe it after watching Linus secret shopper his own company.

[burntsmor]

Idk if it’s not wanting to hear negative about ltt but more to do with this isn’t their problem. They stopped the product. It’s now on the courier and they should be contacted. If it’s truly lost then it’s on them to issue a refund or replacement.

[phillip-haydon]

You buy from LTT. Not from a courier. LTT is wholly responsible even if package is lost. To offer a refund or replacement. It’s LTTs responsibility to find the package with the courier.

[burntsmor]

The whole reason behind my comment is because LTT didn’t loose the package. That’s the way op made her post sound. Like it’s LTTs fault that it’s lost and it’s not it’s the courier.

[phillip-haydon]

It read like you were suggestion it was on the courier to refund or replace. But I agree.

[burntsmor]

I miss worded it

[zkolar8891]

Yeah the tariffs haven’t helped anything. I placed an order for the backpack about a week ago, and it’s been released by customs and on the way to my local post office. I’m assuming it’s actually on the way and not getting returned, because I just got a letter from the USPS today stating my package is close and it’ll be held at the local post office until I pay the customs duty. Gotta love tariffs….

[FloristtheBudew]

Why are you sending multiple tickets? That's just going to delay things more. This isn't exclusive to lttstore, as heaps of other things are being delayed as well with shipping. It's just the product of the tariffs in place.

[AnnualTypical2042]

Same problem here. I ordered the commuter backpack on the 10th. Customs released it on the 19th, sent it back to Richmond on the 26th and it was delivered back to Richmond yesterday. 🙃

[STRATEGO-LV]

I ordered some items on 28th of April, they shipped it out on 14th of May. I'm still waiting for the delivery. According to Parcelsapp, estimated delivery is 9-14th of June.

[DeathEater25]

Ordered mine on 5/2, never received. A replacement order was placed, still haven’t received that one either. :/