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Business Profile

Travel Services

LugLess

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Travel Services.

Complaints

Customer Complaints Summary

  • 52 total complaints in the last 3 years.
  • 21 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:09/06/2024

    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.
    I shipped a box with Lugless via *****. The box is 18x18x18 and 7 lbs. Several weeks after delivery, Lugless suddenly charged me an "Additional Weight Adjustment" for 16.8 dollars and withdrew from my credit card without my permission. After I contacted them, they sometimes said this is for an additional weight for 40 lbs, sometimes said this is for additional dimension because it was alleged to be 19x18x18. I bought this box from Amazon and it is 18x18x18, and it's not even possible for a 18or19x18x18 box to weigh more than 25 lbs, not to mention 40 lbs. I disputed it and provided photo of 18x18x18, but they said I had to provide photos indicating that the weight is less than 25 lbs, which is insane and ridiculous. And they said they cannot refund me if I cannot give them these photos.

  • Initial Complaint

    Date:08/09/2024

    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.
    I did business with then on July 9th 2024 to ship my bags
    I paid an amount of $357.24
    They promised to ship my bags safely from Kansas to Seattle with added insurance that would cover for loss and damages of the bags.
    The nature of this dispute is that two of my hard suitcases are broken and one box was split open during transit. I took the insurance and claimed the losses for the suitcase and other damages but they are not doing anything about it. I paid additional $60 for insurance and they are not refunding the damages which is what insurance is supposed to do!
    They have very slow customer service and are blaming me for my decision of not putting my suitcases in another box while shipping!! This doesn’t make any sense. Why would someone ask you to box your suitcases!! They are under evaluating my losses and I have sent them receipts of the bag. They are asking to find the receipt for a bag which I bought 2 years ago and I mean why would someone have those receipts now! I send them the receipt for another bag and they claim “we evaluated that the bag doesn’t cost this much”. How could they determine that! I showed the receipt and still!!!
    I need BBB to fight for my compensation and the hundred other customers who feel cheated by their service. Either refund my suitcases or send me new suitcases or refund my insurance amount. I need compensation of some form and not their 8% or 10% discount to use Lugless again. I’m never recommending anyone to use this shit show again!!

    I want my money back!

  • Initial Complaint

    Date:07/25/2024

    Type:Customer Service 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 paid for $700 in coverage for the contents of my suitcase and it was damaged. Lugers refuses to pay for any damages.

  • Initial Complaint

    Date:07/25/2024

    Type:Delivery 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 lodging a complaint against Lugless due to their mishandling of a recent claim concerning delayed baggage ******. Lugless erroneously closed the claim by issuing a $200 settlement for missing baggage, despite the fact that the bag is in possession of *****. The actual reason for non-delivery was the presence of multiple shipping labels on the package per *****. The tracking number is ************.

    Despite our attempt to resolve this issue directly with Lugless and *****, they have failed to address the situation appropriately because Lugless closed the claim. Therefore, I am seeking your intervention to investigate this matter thoroughly and ensure that the claim is rectified accordingly.

    Our primary request is for the investigation to ensure that Lugless re-open our claim and our bag is released promptly by ***** and delivered to us without any further delay or inconvenience.

    Thank you for your attention to this matter. We look forward to your prompt assistance in resolving this issue.

  • Initial Complaint

    Date:07/15/2024

    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.
    I chose Lugless to deliver my three packages from New Jersey to Michigan, and the third deliver party is Fedex. I received an email last week that they adjust the final price and charged me extra $176.4. because of some dimensional adjustments. I was really confused about this reason, because I only sent three luggages which are all 26 inch. I only put my cloths in them. There's no way for my one luggage to reach 177lbs as they said in the billing summary. Also, I've already payed before, that should be the whole fee. Now they charge me more, and didn't notice me when I drop off my luggages. It's impossible that one luggage has 177lbs. And I cannot contact to them, I sent email to Lugless, and did't get feedback. They even do not have the phone number or something else to reach out. Also, I bought the insurance that include $500 coverage. All my luggages' wheels have broken and damaged. But they told me the $100 value cannot be covered. It's a violation of my rights. I have insurance but I can't get paid. So, I want to get the whole refund.

  • Initial Complaint

    Date:07/08/2024

    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.
    I paid LugLess $83 to have my package lost. This plan includes "$500 coverage" and "carrier guarantee". Nowhere did it say that electronics were not covered. The package contained my desktop computer and it was never delivered.

    When I submitted an insurance claim, the company refused saying that their insurance covered only sportswear and clothing. What? Shipping insurance doesn't work like that.

  • Initial Complaint

    Date:07/03/2024

    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.
    Used lugless to ship a bag of roughly $2,500 worth of clothing in it (purchase price). The bag did not arrive, and their customer service is horrible. Would not recommend to anyone. They only give money back in case of the original invoice, and if they have a picture of each of the item that went in to the bag. So had I shipped say my father's sweater from 1980, they would only pay it back with a picture of the sweater in the bag and a picture of the original invoice (from 1980!). Absurd. Complete waste of money and they don't care whatsoever. Worst of all, I lost all my belongings and will have to buy new ones (to the extent that I can). Please tell everyone to not use the service.

  • Initial Complaint

    Date:06/20/2024

    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.
    My boxes were severly damaged and cut open and stolen , I got my hand cut from the broken glass from my desktop , my bench press and tables are broken , electronics are stolen and mishandled

  • Initial Complaint

    Date:06/13/2024

    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.
    My boxes were shipped to the wrong address. A month later I had all these added fees, with saying the dimenions were wrong and address adjustment. I proved that this was incorrect and provided evidence. They told me I could file a claim for the missing and damaged items. They shipped my boxes to a wrong address, they were opened, and damaged when I tracked them down in my building. I input the address correctly. They claimed I did not. Therefore, I was able to get a credit back for their mishap. However, after buying insurance, and being inconsistent with their polices, they said they did not cover what was missing or damaged. They only cover clothes. However, I thought that they were being accountable for their error which cost my items to be missing and damaged. They input a wrong address, After much research, I read various reviews where they do the same. to other customers. They upsell services that they do not provide. They are not accountable and are very deceptive.

  • Initial Complaint

    Date:05/15/2024

    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.
    Booked with lugless for 2 identical large ski bags which met weight and size requirements for $323.98. They were the same items there and return and same dimensions and approximate weight.


    Dropped off luggage and for returned—3/15 and 4/2. No issues with drop off or pick up.

    4/3 —After luggage returned initially up charged 148.50 for outbound luggage claiming overweight based on billable weight based on size dimensions which were inaccurate. It was not overweight or too large.
    Had to file a claim with pictures of bags and weight and refunded 4/24

    4/25–charged additional 355.19 for retuning luggage saying overweight based on size dimensions which were inaccurate. Also not overweight or too large.
    Filed a claim and only refunded for one of bags which is pending for 165.75 notified 5/14.

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