Skip to main content

We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Travel Services

LugLess

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Travel Services.

Complaints

Customer Complaints Summary

  • 53 total complaints in the last 3 years.
  • 22 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:05/24/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 have placed an order for shipping baggage’s from Centerton to Ashburn VA. Out of 3 only one was delivered. I lost the remaining 2. I have placed the order for delivering them to VA as my flight is by May20th. I sent them by May 12th and supposed to receive on May 17th. But we got one 1 out of 3. From Lugless there is no support. I have called to *** and raised a claim request after after 5days of investigation they found the baggage in AR and delivered to my house address in AR. They just left it at the door in rain and left. But no one is there at my house to collect. Those baggage’s are having $6000 worth items in each. I requested them for store pickup but still they just left those on road and left. Lugless is the waste service provider. They didn’t even support at all. I have asked for refund for the baggage’s which were not delivered. But they said they can’t refund as the bags were delivered. How came they say it’s delivered as my request is for delivering from AR to VA. But they said they deliver to AR. So they finally delivered from AR to AR fro store to my house which is 3miles away and charged for that. They charged in total $140.

  • Initial Complaint

    Date:04/11/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 March 21,I entrusted LugLess with two packages for delivery. Unfortunately, one of the packages has been reported as lost. The missing package contained clothes, shoes, jewelries...with an estimated value of $3100??
    Upon reporting the issue, I was informed that, based on the "ExtraPlan" I purchased, I am eligible for a compensation of $700 plus a refund for the shipping cost of the lost package. However, this compensation does not cover the full value of the lost items, and I find it inadequate given the circumstances.?
    I respectfully request a reevaluation of this matter and seek full reimbursement for the actual value of the lost items. I have attached supporting documents, including purchase receipts and an itemized list of the package contents, for your reference.?
    I hope to resolve this matter amicably and promptly. If a satisfactory resolution cannot be reached, I will consider seeking assistance from relevant consumer protection agencies.?

  • Initial Complaint

    Date:03/11/2025

    Type:Billing Issues
    Status:
    Unanswered
    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 am filing a complaint against LugLess for unauthorized charges, misleading pricing, and lack of transparency regarding my snowboard shipment.
    When I used LugLess to ship my snowboard, the estimated cost displayed on their website was $37.99, and I added $18 for insurance, which I paid upfront. However, two months later, LugLess charged me over $200 in additional fees without any prior notice or warning.
    Upon reaching out to customer service, I was informed that the extra charges were due to peak-season pricing and size-related fees. However:

    At no point during the booking process was I informed about peak-season surcharges. There was no clear indication of when peak pricing applies.
    The system did not notify me of any size overage at the time of booking or drop-off. I was only charged later, without a chance to verify the measurements myself.
    All additional charges were deducted from my bank account without warning or consent.
    LugLess avoids accountability, repeatedly blaming the postal service’s measurements instead of addressing their lack of upfront disclosure.
    Their website advertises deceptively low prices, misleading consumers into believing they are getting an affordable rate when, in reality, hidden fees are applied later.
    The online claims process does not function properly. When I tried to file a claim by uploading photos, the webpage remained stuck in a pending state, preventing me from proceeding.
    As an international student who had just arrived in the U.S. at the time, I felt completely helpless. I was not given the opportunity to verify or dispute these excessive charges before they were withdrawn from my account.

    I am requesting BBB’s assistance in:
    Obtaining a refund for the unauthorized charges.
    Ensuring LugLess provides transparent pricing upfront, including all potential extra costs.
    Investigating their misleading advertising and broken claims process.
    Thank you for your time and assistance. I look forward to your help in resolving this matter

  • Initial Complaint

    Date:02/24/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    They promised to transport my goods, and I also purchased shipping insurance. However, my items were broken, and they refused to compensate me. Their reason was that they only compensate for clothing, but they never showed me this condition when I purchased the insurance. Clearly, clothing is almost impossible to break or get damaged during transportation—only other items would. I believe this is a case of fraud.

  • Initial Complaint

    Date:01/30/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Company is a facilitator for luggage delivery alternative to airport. Luggage was delayed which resulted in cost of replacing clothing that was necessary for climate. Company denied accountability and blamed on a damaged shipping label caused by delivery co (*****). This was proven not to be true by video of luggage we took when we noticed a zip code error on Lugless.com label provided. They then blamed me for address error. After taking video of the process of booking this service it was noticed that their site auto populates the address and does not show zip code. The customer has no control over putting an address in manually. This is a software error that was not updated to show delivery address had a zip code change. They have acknowledged this error but will not compensate for costs this incurred.

  • Initial Complaint

    Date:01/18/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 sent a package through Luggless and *****. It was misplaced. I tried getting the claim back from ***** but they kept running me in circles and not responding. I am not sure if they have sent it to Luggless because they keep saying they have. There is no way to contact Luggless. I have been trying but it has been to no avail. It is Luggless’s job to contact ***** on my behalf as I sent my package through them but there has been no word from them. I have been fighting for my package since December 9

  • Initial Complaint

    Date:01/08/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Lugless quoted me $70 to ship a ski bag and after shipping it for that amount, they added new charges totaling $380 on my credit card. That is more than 4x the original quote. This is clear bait and switch.
    They claim that they were charged more money by ***** to ship my bag but provided no evidence of this. They also charged me for a 60lb bag when the bag only weighs 29lbs. I’ve provided evidence of my ski bag dimensions and weight but they have not made any effort to help me dispute these charges or offer a refund.

  • Initial Complaint

    Date:11/06/2024

    Type:Product Issues
    Status:
    Unanswered
    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.
    Shipped a bag with them , lost in the transit , worked with ***** for over a week and spent atleast over 70 hrs and unlimited amount of stress for the missing valuablle items in the bag. NO suport from lugless was offfer and now when ***** finally dropped the gun and decleared the baggage as officially misisng and adviased to file a claim , LUGLESS NOW says that any claim amount that LUGLESS receives from ***** will not be officially be transferd to customer ( ME )
    and lugless takes no responsiability for missing /damaged or any sort of loss that customer is facing . very unfair business practive that i have seen and requesting my compansation . they have not even refunded my missing baggage amount nor the amount paid for the shipment .

    ***** TRACKING ************  email address used ********************
    lugless comfirmation Confirmation #*********

  • Initial Complaint

    Date:10/04/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Lugless delivered my luggage at 26 September,the wallet in my suitcase was lost,someone just taken it in the delivery,all my bank cards ?employment authorization card?social security card all lost,I need to replacement all of them, it’s a complicated and time wasting process,so much inconvenience,even though I bought insurance for my luggage,the lugless still refuse to responsible for my lost.

  • Initial Complaint

    Date:10/03/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    one of the buggest mistake is to opt shipping via lugless. it was done via *****. Package (checked bag) went missing and the lugless asked to open claim after a week of so said "exhaustive" search from ***** that the package was not found and was given a case number for *****.
    Lugless asked to itemized the list of items from the checked bag which totaled upto the value of $3000. they merely closed the claim today stating your claim is issues for $100, without any explanation or mockingly the customer that didnt even the cover the price of the bag and rather the shipping services that i paid for. there was no direct customer care contact number and was and was hiddent charges to talk to the service rep.
    both the ***** and lugless customer care are either rude and unresponsive. after countless calls with ***** and when they have done with their 'search program' which lugless stepped in and issues me a refund of $100. which is not at all acceptable
    Date of shipping : sep 6,
    expected date of delivery : sep 12

LugLess is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.