Poor
Based on 252 reviews
Honesty, pricing, process and quality scores appear once 5 customers have rated them.
We're here to take your moment to the next level. Blurring the line between virtual and reality with a wide selection of puffs delivered via the convenience of a smart and high-tech store.We created Lou Square with the goal in mind of making your life easier, your shopping experience faster and the process seamless. We are an express smart retail store company that offers premium e-cigarettes.We seek to offer the ultimate and most amazing experience that smart retail can offer. Fast, reliable, easy and enjoyable, made to buy anywhere for everyone. Not only did we create the easiset website for you, but also you can probably find us anywhere near your house at any Lou Square Store location. If you are the kind of person that loves to have control of what you buy and how you do it, boooy, do we have the solution for you.
Lou Square (lousquare.com) has 252 customer reviews on Folks Told, with an average rating of 2.7 out of 5.
Showing 128 reviews with 1 star · Clear filters
Jonny R.
I never received my order!!! And my credit card was charged for it
Reply from Lou SquareOct 16, 2023
Hi Johny, We are truly sorry to hear that your package hasn't arrived. We've already initiated a report with the courier, and we will keep you updated on their response. To minimize any further inconvenience, we are sending out a replacement package today. Our goal is to ensure your satisfaction.
Alexondra A.
I actually really dislike both flavors. Too harsh and not in a good way. I won’t buy this brand ever again.
Marie P.
I still have not received my order
Reply from Lou SquareApr 20, 2023
Hello Marie, Thank you for reaching out to us. We apologize for any inconvenience caused by the delay in the delivery of your package. Please rest assured that your order is on transit and the estimated delivery date is today. As we use third-party logistics providers for our deliveries, there may be instances when there are unforeseen delays in the delivery process. However, we make it our priority to fulfill orders on the same day they are received. We appreciate your patience and understanding in this matter, and we will do everything we can to ensure that your package arrives as soon as possible. Please do not hesitate to contact us if you have any further questions or concerns. Best regards,
Jennifer S.
Never recived my product and my card was charged!!
Reply from Lou SquareApr 24, 2023
Dear Jennifer, Apologies for the delay in delivering your package. Unforeseen delays sometimes occur due to third-party logistics providers. We prioritize fulfilling orders the same day they are received. Thank you for your patience and understanding. Your order was received on April 21. Please contact us if you have any questions. Could you kindly review Lou Square on our service, as the delay was out of our control and bad reviews affect our business? Best regards,
Amber B.
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Reply from Lou SquareApr 19, 2023
Dear Amber, We were sorry to hear about the issue you experienced, and we would like to extend our apologies for any inconvenience caused. At our company, we take pride in offering a risk-free guarantee on all orders for the brands we carry. We understand that there may be a small percentage of malfunctions in this category of products, but we always aim to resolve these issues promptly and satisfactorily. We would be more than happy to send you a replacement, and we kindly ask that you confirm your address with us. Once we have received this information, we will ship your replacement right away. Thank you for giving us the opportunity to resolve this issue, and we hope that you will consider us for your future needs. Best regards,
LJ
My purchase ended up being a late parcel delivery, so I waited way longer than expected for my package. Not only was tracking provided through Sendle there was no other form of tracking, such as UPS etc and Sendle was not efficient, nor helpful in keeping track of my order. It’s showing my package is out for delivery since 10 AM. It is now 9 PM I am writing this and still no delivery. I don’t know who is delivering this or what but this has been a highly unpleasant experience. I placed this order on the 21st and I was quoted delivery in 1 to 3 business days which I did not receive that at all and here we are and I am still waiting for my delivery. I find this to have been absolutely ridiculous and if I don’t receive my package by today I will be expecting a refund. I will never ever utilize this service again. Nor do I recommend it. You are better off going in store and I wouldn’t use this one. ——————————————————— 03/01 In response to their backhanded customer service attempt below. I placed it on the 21st point blank period and was quoted delivery in 1-3 business days regardless of the time in which I placed it. I can fact check myself no need for them. In which they acknowledge it was still late. Not only was it “Out for delivery” since 10 am it didn’t reach me until after 9pm based on the delivery email. They wouldn’t have to contact the carrier if the carrier they used had an option for communication outside of receiving a package (I can mark delivered but not talk to someone with my package on where it was), or even updated tracking. Sendle is not thorough in explaining where like other carriers. I didn’t expect express shipping in an hour because I am not in Miami, however I still am located in Florida so I’m not seeing why it was delayed. I was quoted 1-3 business days with this, in no way shape or form would I trust this brand with consistent delivery by subscribing to a subscription. All customers should be treated equally and if buying a subscription is the way you guarantee that, then a lot of first time customers like myself are chopped liver. Telling me in an email that, “we would appreciate a positive review as bad reviews can really jeopardize our business.” doesn’t move me. Be better do better. I’m left with more distaste after this attempt they’re calling customer service. They obviously are not closely monitoring deliveries if you didn’t note my parcel was delayed and had to “reach out” to the carrier for additional information. This experience is making me quit. Not to mention to live chat with Lou, you have to have whatsapp. The response I received tanked this completely. An acknowledgment of the wrong would’ve been fine but a padded response on how they try to provide this and that is just bs and I don’t mean business. I don’t want anything free and discounts are unnecessary as I won’t use this service anymore. Hope this reaches you just as well as your message reached me. ☺️ Also for anyone curious the discount was 10% off. Wish there was a way to do no stars.
Reply from Lou SquareMar 1, 2023
Hello Laniya We hope this message finds you well. Thank you for bringing the issue with your previous order to our attention. Firstly, we would like to apologize for the delay and inconvenience this may have caused. At Lou Square, we are dedicated to providing excellent customer care and showing appreciation for your trust in us to deliver your favorite products. Your satisfaction is our top priority and we strive to exceed your expectations. We understand that you are upset about your parcel arriving late. Please be informed your order arrived yesterday. Since your order was placed late at night on the 21st we would like to clarify it was only one business day late, which we truly apologize for. At Lou Square, we pride ourselves on providing exceptional customer service and ensuring that our customers receive their orders in a timely manner. This is why we always strive to ship orders on the same day that they are placed. We are committed to delivering your order as quickly as possible, and we appreciate your patience and understanding. We are always closely monitoring all deliveries and will do our best to keep an eye out during future progress. Additionally we have already contacted the carrier to get further information on why this time was delayed. As well as offering you a one time personal code with a special discount for your next order on us. We will email it to you personally. Unfortunately we only offer express shipping under an hour in the Miami Dade area. And we ship nationwide using a third service logistic provider in 1-3 business days. They are usually really good and delivery time usually is always less than expected. However, I am pleased to inform you that we are working very hard to being able to offer under one hour delivery nationwide, which I hope will be very convenient for you. Lastly, we would like to offer you the opportunity to subscribe to our delivery service which can be customized to your needs with options for weekly, bi-weekly, or monthly delivery. By subscribing, we can ensure that your favorite products are delivered to you in a timely manner. If you have any further questions or concerns, please do not hesitate to reach out to us. Thank you for choosing our company, and we look forward to serving you in the future. The Lou Square Team —————————— 03/01 Thank you for taking the time to share your feedback with us. We understand that the situation was frustrating and will keep working hard to make things right and improve the service to our customers. As we mentioned in our previous message, we are committed to providing exceptional customer service and ensuring that our customers receive their orders in a timely manner. However, in this case, we fell short of our own high standards. We take responsibility for the delay and are sorry that you had to wait longer than expected to receive your package. Regarding the tracking information, we understand your frustration with Sendle's lack of communication outside of receiving a package. We will take your feedback into account as we continue to evaluate and improve our delivery options. Once again, we apologize for the inconvenience and disappointment that you experienced. Our clients satisfaction is our top priority, and we will continue to do our best to exceed expectations.
Molly A.
Took four days and then they didn’t even deliver it, it got returned to sender even though I left specific delivery instructions. Waste of money, haven’t even gotten notice of a refund.
Reply from Lou SquareFeb 23, 2023
Dear Molly, We are extremely sorry to hear about the inconvenience that you have experienced with your recent order. We understand how frustrating it must be for you to not receive your package, despite leaving specific delivery instructions. However, we would like to clarify that your order was shipped in a timely manner as per our records. As we use a third-party logistics provider, there are times when unforeseen issues arise, resulting in delayed or returned packages. Upon checking your order status, we noticed that your package was returned to the sender as it could not be delivered due to an incorrect address. We double-checked the address you provided and could not locate it on Google Maps. We kindly request you to email us at lou@lousquare with your exact address so that we can resend your package with the correct address. We encourage you to make it as clear as possible to avoid any further issues with the carrier. We take customer service very seriously and always strive to provide a seamless experience to our clients. We apologize again for any inconvenience caused and hope to resolve this issue promptly. Please be assured that we will do our best to ensure that you receive your package as soon as possible. Thank you for bringing this to our attention. Sincerely, Valeria The Lou Square Team
Patrick
Unfortunately one was leaking and garbage. Never got a replacement. Money down the drain. Rather go to the store again than dealing with complicated costumer service.
Reply from Lou SquareFeb 10, 2023
Hello Patrick, we are really sorry to hear this happened to you. We would love to send you a replacement. We offer risk-free guarantee on all orders for the brands we carry. Please contact us with address confirmation and we'll ship your replacement right away.
