LugLess
Reviews and Complaints

I have booked my luggage through LuggLess and looking at their prices, it looked too good to be true to move luggage at such a lower rate. I booked and also bought protection (at additional price) so that if any damage happens, they are able to cover for it. I bought the protection in addition to the luggage charges. Two of my bags came broken so as the stuff inside the bags. I filed two claims and they rejected one saying they don’t cover the outside damage and on the other one, all the pictures and brand was shared. They have been shared with all the information when asked first, they still did not honor the claim and denied.

If you are planning on booking through Luggless, be aware that the way my luggage was handled, it was absolutely rough - its hard to trust that items will land safely at your hand once arrived. This service is an absolute trash, do not use it. If you buy protection, you can’t really say you’ll be reimbursed when needed.

I trusted Lugless/*** to ship two golf bags/clubs to my sister's home in Newark, Ca. The clubs arrived late, and the bags had been badly mishandled, were scuffed and very dirty! We were forced to borrow and rent clubs because of the late arrival. I weighed the bags, and each one was well within the required limit. I just received an "additional charge" because they claimed *** said the bags were overweight! I also paid them extra for "Insurance"! It is, in my opinion, a complete scam, and I'll most probably take legal action! I sincerely recommend that you do NOT use these folks!

We were moving from Norman, OK to Denver, CO and had many things we wanted to take along. We had transported 5 large boxes of 50lb each box had well-packed clothes, kitchen stuff and ceramics and many gifted fragile items. Lugless had done an excellent job transporting our boxes via *** there was not even a single damage. By the time we landed, all of the boxes were already at the doorstep of our new home. The price was very reasonable. I wish I had known this earlier so that we would have shipped even our flight's check-in bags too while moving. I totally recommend it. You just have to do your bit by packing well and they'll take care of the rest.

BEWARE! I believe it's a scam, in the very least it is completely misleading. After paying them $125 for 2 "Large Golf Bags" and paying extras for "up to 65 lbs" even though the bags were 50 or below, 2 weeks later they charged me an additional $560 in "Oversize adjustment" fees. My bags were under weight, and were just regular size clubs. I am fighting now to get my money back, they were late on the way there and late on the way home also, but I was happy to pay $120 for the trip anyway. They are NOT what they appear. They are just going to ship it via ***, at full *** rate, plus upcharges for large size, and then charge you additionally for their service. I would have brought them on the plane if it was going to cost 4x what the order originally said.

Terrible customer service... don't use them at all. Not worth the headache. Box your items yourself and pay *** or *** to pick up (it's nominal) or take them yourself. I paid for the extra service plan and when Lugless told me my items were delayed (but *** tracking detailed that they had been delivered) I COULD NOT REACH ANYONE! I wrote to their Help Center and the response was to look up the phone number on the website. I called and no on answered. They had to call me back and when you are in the midst of moving anything and you pay for someone to be available you expect that level of service. Not a bunch of apologies. And beware... they only post the 5 star reviews on their website... nothing else. Of course they aren't part of the ComplaintsBoard.com because their business ***!

AVOID using LUGLESS if your bags are dear to you I used their service with a minimal plan assuming I won't need any service but wasn't prepared for what was coming. My suitcase was a very sturdy *** hard outer case with 4 wheels. It was broken/cracked to an extent that it cannot be used anymore. Imagining how badly the suitcases were handled. This wasn't the first time, I used them in the past using moving boxes with the same results. At that time I thought may be the boxes were not sturdy enough. Highly recommend everyone to AVOID using the service if your bags are dear to you! I'd rather pay the airlines extra $ if I need to than go with lugless' poor service. They simply do not care how safely the bags arrive instead focused on showing how fast they deliver. what's the use?

Do not use! I booked for specific dates to match my move. After the bags were picked up, the carrier changed the delivery date to 4 days earlier than the date I booked. I hadn't even leased my destination apartment yet. They were going to leave it out in the open for anyone to steal. After multiple calls and email and agony, they charged me 50% of my trip costs extra to deliver on the right date. I essentially paid twice the amount to have my luggage delivered. Booking confirmation clearly shows the dates of pickup and delivery - but lugless simply responded saying the carrier has changed the dates. If the carrier changed the dates, lugless should have standing instructions to hold and deliver on the expected date. This trip ended up being a big loss for me. Save your $$ and go with literally any other shipping service.

It was my first time using the Lugless service. I paid for the best "Extra Plan" for shipping 8 shipments. I have several issues: 1. 2 shipments are lost. They never arrived. 2. Others arrived but late. 3. When I claimed for insurance, they tell me I did not add for extra insurance for more than $700. As I mentioned, I am a new user, I was never approached through email or any notifications to add more value! Also, there website is also not clear enough to guide me for this. It seems to me this feature is intentionally hidden without the use of proper "related keywords". I have seen several companies, sending multiple emails to add insurance after I have bought a service form them. But Lugless did not even care to atleast let their new customers know about it. And what is the point of taking "extra plan" is they cannot even guide the customers or atleast new customers properly navigating through their website. Very disappointed. Will never use them again!

Same issues as so many of these previous posts. I DO NOT recommend. Luggage was lost and it had all of our Christmas gifts, clothes, shoes as well as personal items with high sentimental value. *** - which is arguably equally terrible and unreliable - is an equal pain to deal with. Lugless doesn't try to track or resolve anything with *** in your behalf. So this company really just takes your money and if you have any issues, you have to deal with *** directly. Of course *** has terrible customer service, can't track a package and is borderline stealing things when they pick up packages but aren't scanning them in-- thereby "losing" your item because it's now untracked sitting in a warehouse or on a truck. *** is useless, and so is lugless. It's supposed to be easy, convenient, and reliable - it's none if these things. It's a hassle, third party, and you have a high risk of never receiving your luggage. Plus the delay in refunding you or issuing out the insurance is ridiculous. If anyone does pursue legal action, ping this group. I'm in.

Complete rip off! Buyer beware. Do not use this service if you think you are saving money. I used them to ship my golf clubs from Ohio to Florida for vacation. I was charged $102 for the service (which seemed fair at the time). Everything started off well. I took the clubs to *** and dropped them off. They arrived at my hotel on time. Later, I dropped them off at a *** location in Florida and they were shipped to back to my home. Two weeks later, I received another bill from Lugless for an additional $132. It says that *** adjusted the cost. So now I've been billed $234 to ship a set of clubs that the airline would have charged $100 ($50 each way). Do yourself a favor. If you don't want to lug your clubs through the airport, just take them directly to ***. You will receive the same service at a much lower cost, and you will not get ripped off by a third-party vendor. Lugless provides no service at all. *** does all of the shipping and handling. I paid $234 for them to email me a shipping label and then to have them double my bill three weeks later.

This is a terrible company... i will advise no one should even go near this people, if you ever want to ship please just go directly through Fedex or any one you wanna use. this company is a fraud and everyone that works ford them. that is why they do not have a physical office or a phon number you could call. they did not lift a finger, they lost and damage my bags and i bought insurance and they got paid by *** but did not pay me the claim. And i filed this claim myself, they did not even do nothing to get my claims, after fedex paid it was story and telling me i have to send proof and all, even after sending all this proofs they still haven't sent my cheque. Like i told them in the mail am ready to drag the company and the CEO so this does not happen to anyone else. they are just taking peoples money and doing nothing. So i'll advise if you wanna ship, please don't go through LUG[censored] that's what there name should be, plus they have a terrible customer service because you can only alk to them via email only, no physical office, no phone number you can reach them all. LOADAS OF RED FLAGS

As suggested by the company on its website, I shipped my luggage using cardboard boxes, as well as some in a polymer suitcase. I took the most expensive insurance support plan i.e. $700 for each bag/box. When arrived, the suitcase was heavily damaged- broken from several places, and one of the boxes had almost all its contents. I have been in conversation with the company representatives to whom I have repeatedly asked to at least try and locate the original stuff which hold great personal value to me. That stuff primarily included books and an i-pad. Now they say that books and electronics are not covered for insurance claim and that is written in claims document. This information has not even been hinted in the online site which says that the luggage might have minor bruises, if any, in rare circumstances and assures that the process of claim is simple. And then after reasserting that the items lost hold personal value to me and that books and electronics are one of the most common items in any luggage bag, they replied by mentioning that the company's expertise is in shipping sports equipment and clothes and thus the items were not eligible for claim. If that is the case and they can not take responsibility, why would they agree to shipping it and taking the money for their insurance in the first place? And moreover they have not replied a single time to my request of trying to find the original stuff. I am deeply hurt by this treatment and hope that they could do something to restore my trust in their company.

I shared my experience with you that you should never use this company. I used them to ship 20 boxes/luggages when I moved from LA to Seattle. I paid the extra plan so they can do door to door pickup and delivery. It was scheduled to be picked up on Tue. and guaranteed to be delivered next Mon. Then the UPs driver came Tue. and didn't know they needed to pick up so many boxes so he only took 6 pieces. This messed up my plan as I originally plan to leave Wed. and I had to push it to Thu. because of the delayed pickup. I was freaked out and had to cancel and reschedule all the hotel reservations because of that (which I had to pay extra myself, they don't take care any of that cost). And they only provided a phone contact support when you paid the extra plan (which I did) and it only worked till 3pm PST (seriously!). So I called this company and UPs as well to let them know I wouldn't be able to arrive at destination on time to receive the delivery because of the delayed pickup. I asked them to hold the delivery of the 6 pieces and combine with the rest 14 to do one delivery. They didn't want to pay to keep the 6 and didn't take any of my concern for consideration. All they said was that UPs driver wouldn't release the shipment if they felt it not safe to drop off. Guess what, they did anyway. The 5 pieces dropped earlier were all stolen, and one was still missing somewhere. Where is their guarantee? All BS. All they do is trying to avoid any responsibility. They only cover $700 max. per piece and you have to provide items missing. Still working on this process now. You don't have to go through this if you know this might be the service you're getting from this company.

I booked a shipment with Lugless and also purchased insurance with them. Upon receiving the shipment, I found the 'frames' and 'coffee machine' to be broken. After waiting for a month for reimbursement, they let us know that those items could not be covered and sent us their 'prohibited' items page. I have proof that prohibited items page got updated recently and at the time of booking those items were never included.

I shipped 5 bags with lugless, used the same address with all. A week or so after bags were delivered, I saw that this company charged my card $22 for the 4 of the bags. After asking them about it, they said that the address had to be updated. I have never asked to update the address. They are saying that the zip code was wrong. I sent bags to my friend's house at *** and they are saying that it needed to be *** and because of it they are taking $88 out of my bank. I have sent a lot of items to this address without any problems, this is the only company that is doing it to me. When the house was purchased it stated that the zip code is *** and not ***.

On February 25th I ordered a delivery of an oversized package through Lugless. I completed the form form using dimensions. and was quoted a price of $96.99 as "dimension weight" for delivery by ***. That amount was charged to my bank, I printed a label and took the package to the local *** center. It was delivered in good condition on March 2. More than two weeks later I was notified by Lugless that the dimensions were incorrect and I would be charged more for the package. On March 22 they charged my account an additional $135! with no prior approval. I filed a complaint with the company and through several back and forth emails they refuse to refund the additional charge. I completed the original form with the exact dimensions. They said they could only help if I sent a picture of the package with a measuring tape in the picture to dispute the dimensions. I do not dispute the dimensions, I entered the exact dimensions. The package has long been opened and packaging recycled.

I contacted the website to make a safer move from harrison - new york to oakland - california two weeks ago and sent my box using the website that transferred me for shipping via ***. My box should have arrived in California on June 16, I didn't receive my box or any updates on it, so on June 19 the *** website informed me that there was a delay in delivery and that my box would be arriving at end of the 19th, as I continued without my box, I contacted lugless on the 22nd and with the ***. Lugless informed me that my box was lost and that I should start the claim on the *** website, but *** informed me that the box was arriving on the 22nd until the end of the day. I couldn't get any more information on the *** website and at lugless I was informed that they don't have more information about my box even though they are offering a product and not fulfill the deadline. They offer a product and do not comply with the plan and abstain from the responsibility of the service. Today, the 23rd of June I am still trying to solve and get my box back (1 week after the deadline they gave me when I bought the service).