Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:08/24/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I shipped two oversized boxes through ***** using LugLess as the service provider. According to LugLess, shipments should take approximately 4 days. However, my experience was extremely problematic:
  
  First package – Delivered after one full month instead of the promised 4 days.
  
  Second package – Declared damaged in transit by ***** and sent back to the origin. Once it reached the original location, the package was reported as lost and never returned to me.
  
  These shipments contained my necessities for moving to another state, so the delays, damage, and ultimate loss caused significant hardship.
  
  I have spent over 40 hours contacting LugLess—following up daily, providing every detail requested, and cooperating fully. They conducted three separate investigations before finally declaring the package lost. I also submitted an itemized claim for $2,700 to cover the value of the lost items. Despite this, LugLess only offered $110, which is unreasonably low compared to the actual value of my belongings.
  
  I repeatedly requested a written waiver so I could file a direct claim with *****, but LugLess has refused. Instead, they emailed me saying they consider the case "closed," even though my belongings are still missing and I have not been properly compensated.
  
  I have a related BBB case with *****, but since my contract and payment were with LugLess, they remain responsible for either handling the claim properly or enabling me to pursue it with *****.
  
  Resolution I am seeking:
  
  A written waiver from LugLess so I can file a claim directly with ***** OR
  
  A fair refund/compensation in line with my $2,700 documented claim for the lost items.
  
  Acknowledgment that this matter is unresolved and should not have been closed prematurely.
  
  LugLess’s refusal to assist, lack of meaningful customer service, and inadequate settlement offer have left me without my belongings and without a fair resolution.

• Initial Complaint

  Date:08/04/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a transaction on July 7th through LugLess, paying $240 to ship three boxes via ***** to the following address:
  *** ******* **** ****** ***** ** *****.
  The ***** tracking number is ************.
  
  On July 10th, only two out of the three boxes were delivered. This is clearly visible in the proof of delivery photo from *****. The missing item is a navy blue checked bag, which was also scheduled to arrive on July 10th.
  
  I waited through July 11th as well, but the bag never arrived. Initially, ***** tracking showed the bag was not delivered, but by July 12th, the tracking falsely updated to show it had been delivered on July 10th at 11 a.m., which is not true.
  
  Since then, I have contacted ***** multiple times, but I have received no clarity or resolution. Eventually, their claims department told me to contact LugLess, since the shipment was booked through them.
  
  I have submitted a claim with LugLess under the Claim ID: ******, requesting $629.73 in compensation for the contents of the lost bag. It contained brand new clothing, several pairs of shoes, and important work-related documents.
  
  So far, I have not received my missing bag, any reimbursement, or a satisfactory explanation. Both companies are passing the responsibility to each other, leaving me without a solution. This experience has been extremely unprofessional and frustrating.
  
  I am requesting either the immediate return of my bag or full compensation for the lost contents and inconvenience.

• Initial Complaint

  Date:07/21/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transaction: June 18, 2025 (approximately)
  Amount paid: $271.59
  Insurance coverage: $500
  Confirmation number: 122467499
  
  I paid LugLess $271.59 to ship 3 items from Los Angeles (**** * *** ** *** **** ** *****) to Brooklyn (**** ***** *** *** *** ** *****), with delivery scheduled for June 19–25. The shipment was insured for $500.
  
  Despite entering the correct Brooklyn address, the package was delivered to my old address in Los Angeles. I never selected that address — the confirmation clearly shows the intended delivery to Brooklyn.
  
  The package was never recovered. LugLess has not refunded me for the insured amount, and now they are attempting to charge me an additional $12.60 due to a “dimensional weight adjustment” from *****. The payment failed because I changed my card, and LugLess is now threatening to apply a $20 late fee and interest if I don’t pay. This is unacceptable, considering the package was never delivered properly.
  
  I am requesting:
  1. Full cancellation of the $12.60 charge and any related late fees
  2. Full compensation of $500 for the lost insured shipment
  
  After more than two weeks of unanswered messages and no resolution, I am filing this complaint to seek assistance.

• Initial Complaint

  Date:07/11/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Better Business Bureau,
  
  My name is ****** “****” ***, and I am filing a formal complaint against LugLess for gross negligence in the unresolved loss of four suitcases I shipped under their Extra Plan ($127), which includes ***** pickup, a carrier guarantee, and $700 per bag in coverage.
  
  Pickup: June 17, 2025 – **** ******* *** *** ******** ** *****  Destination: *** ***** **** *** **** *** ********** ** ***** 
  Claim ID: ******  As of July 10, 2025, my four large, labeled suitcases remain missing, despite weeks of calls, emails, and escalation. This is not a routine delay. It has destroyed my peace of mind, derailed my work schedule, and left me with only one outfit and a single pair of shoes. I’ve had fewer than 3 hours of sleep per night.
  
  These suitcases contained items from years of sacrifice and ****-level tennis:
  
  Designer items: *** *** tote, *****, ******* * ****, ******, ** ***** shoes
  
  Tennis gear: 4 customized HEAD rackets(customized for **** competitions), ****** team apparel, *** trophies
  
  Education: My ****** diploma in its original case
  
  Sentimental: A necklace from my grandmother who passed away last month, now gone forever
  
  I’ve contacted ***** over 30 times, each call beginning with a robot, followed by a 30-minute wait, then hours of transfers. Managers promise help, reopen cases, then close them the next day. I’m forced to retell my story over and over. They repeatedly closed my tickets without consent.
  These items were my only belongings brought to San Francisco after graduation. They represent everything I’ve worked for — my achievements, my family, my identity. These were purchased with my life savings earned from 19 years of tennis training and sacrifice.
  I am requesting:
  
  Full compensation above $700/bag + mental anguish damages OR return of all bags
  LugLess has refused to go beyond $700 despite clear emotional and financial loss. I urge the BBB to hold them accountable.
  
  Sincerely,
  ************ *** ****** University ’25
  ***** ********

• Initial Complaint

  Date:07/10/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 30, 2025, I shipped a box through LugLess. When the box arrived, it was not the original box I used. The contents were clearly tampered with—items inside were disorganized, and several belongings were missing, including a lamp and a pair of shoes. Additionally, my clothes had visible dirty shoe prints on them, indicating someone stepped on them during handling. This experience was unacceptable and unprofessional. I paid for a secure and reliable shipping service, and I expect accountability and compensation for the damaged and missing items. I have attempted to contact the company, but no satisfactory resolution has been provided.
  Lamp: $40
  Shoes: $60
  Damaged clothes: $50
  Total: 150

• Initial Complaint

  Date:07/08/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased shipping service through Lugless for boxes from Boston to Dallas and paid extra for more insurance coverage that should cover up to $700 per box. I received the items totally damaged with a cost up to $350. I filed a claim with evidence pictures, however Lugless denied my claim reporting their policy only covers clothing and sports equipment. This was not disclosed upon signing up for insurance and reflects lack of transparency from the company. Such omissions can mislead customers and border on unethical business practices. It raises the question of whether this could be considered misrepresentation or deceptive conduct under consumer protection standards. My claim number with lugless is ******.
  I would appreciate revision of my claim or if needed, transferring my claim to ***** who shipped my items. I just need to fairly reimbursed for any damage - especially that I purchased insurance coverage.

• Initial Complaint

  Date:07/08/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My packages of 4, each 50 lbs were shipped from Las Vegas, NV to Farmington MI *** location on 24th and it was requested to be delivered by June 30th.
  
  But the package arrived to *** store on July 1st and i received the call from *** store saying i need to additional fees $20 because i am not the mail box holder at this location. I reached out to lugless team and inquired about this on June 27th.
  
  When i went to *** store they did not give me the package since the store system was down and they wanted to charge me money $20 that Lugless had not mentioned anywhere.
  
  Lugless sent me reminder email that package needs to be picked up by July 7th and i went to the store thinking their system will be working but when i reached their *** had sent the package back to Las Vegas.
  
  I expalined to lugless several time but they asked me to pay for the whole trip again and did not take any responsibility.

• Initial Complaint

  Date:06/29/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently shipped a desktop computer from Los Angeles to Seattle using LugLess. I purchased their Standard Protection plan assuming it would provide coverage for damage. The computer was properly packed with bubble wrap inside a hard suitcase. Upon arrival, the PC was severely damaged and no longer functional.
  
  I submitted a detailed claim including receipts, packaging explanation, and photographic evidence. However, LugLess denied my claim, stating that electronics are excluded from coverage. This exclusion was not clearly communicated during the purchase process—there was no clear disclosure, no checkbox acknowledgment, and no visible warning during checkout.
  
  Moreover, I paid for coverage. The company accepted my payment while silently withholding actual protection. This is deceptive, misleading, and may constitute bad faith.
  
  I am requesting a full reimbursement for the damaged item, or at minimum, acknowledgment of improper business conduct and a meaningful resolution beyond a discount code.
  
  Attached are my claim screenshots, purchase receipt, and the denial email from LugLess.

• Initial Complaint

  Date:06/21/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To Whom It May Concern,
  
  I am filing a formal complaint against LugLess, Inc. for failure to deliver on their advertised services and for the mishandling of my luggage. I used LugLess to ship multiple items with the expectation of reliable, timely delivery and secure handling. Unfortunately, the service I received was entirely unacceptable.
  
  Shipment Details:
  • Tracking Numbers: ***********, ************, ***********  • Scheduled Delivery Dates: June 9th–12th
  • Actual Delivery Dates: June 17th and June 20th
  • Missing Item: One ***** tool bag remains completely undelivered.
  • Damaged Item: One suitcase arrived mangled and unusable. I have clear photo evidence of the damage.
  • Delays: Packages that did arrive were between 5 and 8 days late beyond the promised window.
  
  I paid $235.99 for this shipping service through LugLess. Given the missing item, damaged property, and severe delays, I formally request:
  1. A full refund of the $235.99 shipping fee
  2. Reimbursement for the ***** tool bag that was never delivered
  3. Reimbursement for the damaged suitcase
  4. $1,500 in compensation for the disruption, stress, and inconvenience this situation has caused
  
  I have already contacted LugLess customer support and provided:
  • Tracking numbers
  • Descriptions of missing/damaged items
  • Photographic proof of damage
  • Proofs of purchase
  
  As of this filing, I have not received a satisfactory response or resolution from LugLess. I am asking the Better Business Bureau to assist in securing a full resolution, including the refund and reimbursements noted above.
  
  Thank you for your time and assistance in addressing this matter.
  
  Sincerely,

• Initial Complaint

  Date:05/28/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 21st, I paid LugLess to ship four pieces of luggage (insured for $700 each, totaling $2,800) to New Haven, CT. LugLess listed a ***** Office location as the pick-up point, despite ***** policy explicitly stating that pick-up from ***** Office locations is not permitted unless the recipient’s photo ID matches the delivery address—which is not possible for those with international ID like myself.
  
  As a result, ***** refused to release the shipment, and I immediately contacted LugLess requesting a re-routing to a valid residential address (my friend ******** ** ** *** ****** *** *** ****** ** *****). However, due to LugLess’s delayed and inadequate response, ***** returned all four packages to the sender address, which happens to be my former residence at *** ********* *****. I have already vacated that address, and no one is available to receive the returned packages.
  
  This failure to act has resulted in the loss of access to my personal belongings and significant emotional distress. I had to drive to New Haven expecting to retrieve the shipment, only to be denied. This experience has caused unnecessary costs, disruption, and hardship.
  
  I am demanding:
  
  A full refund of all service charges.
  
  Immediate compensation of $2,800 for the insured luggage.
  
  Written apology and internal escalation.
  
  Proper arrangement to retrieve and reship my luggage from the *********** ******* ******* **** **** **** ***** *****t) to my friend’s residential address at *** ****** *** *** ****** **.
  
  Additional compensation for emotional distress and hardship caused by LugLess's negligence and violation of basic shipping policy.
  
  If no resolution is provided promptly, I am prepared to pursue legal action.