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:05/15/2024

  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.

  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.

• Initial Complaint

  Date:04/17/2024

  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.

  ****** -Claim number
  
  My recent experience with Lugless has left me deeply dissatisfied and frustrated. I sent three boxes from California to South Carolina, each containing items of personal significance and importance, only to have one of them mysteriously vanish into thin air.
  
  Despite purchasing insurance for all three boxes, when the third one went missing, Lugless washed their hands of responsibility, citing that it was delivered back to my old address. However, the absurdity lies in the fact that the photograph they provided as proof of delivery doesn't even resemble the hallway of my previous apartment. It's clear that something went wrong in the handling or delivery process, yet Lugless refuses to acknowledge their role in the debacle.
  
  Adding insult to injury, I meticulously packaged my items at a ***** office, investing in their protection and utilizing their boxes to ensure the safety of my belongings. But when the inevitable happened, Lugless conveniently shifted the blame onto *****, creating a frustrating loop of responsibility dodging.
  
  If I could offer any advice to others considering using Lugless, it would be to proceed with extreme caution. While their service may seem convenient and cost-effective, the risk of losing valuable items, whether sentimental heirlooms or essential work materials, is far too great to ignore. My own experience serves as a cautionary tale for anyone considering entrusting their belongings to this company.
  
  In conclusion, I am deeply disappointed with Lugless and would caution against using their services, especially for anything of importance. The loss of my belongings has not only been financially burdensome but emotionally distressing as well. It's disheartening to see a company prioritize shifting blame over taking responsibility for their failures, leaving customers like myself to suffer the consequences.

• Initial Complaint

  Date:03/25/2024

  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.

  The claim details on their website are incredibly confusing. Website said they don't cover zipper damage due to overpacking. When shipping my skis in their ski bag, Lugless damaged my zipper, rendering the bag useable. Despite the bag not being overpacked they refused to cover my claim. Just said it wasn't covered per their terms (which do not specify zipper damage is exempt except for due to overpacking) and I should have packed it in box (even though a box is not required). I even paid more for the $200 warranty as well. Makes no sense to ship your skis via Lugless, as they will likely damage your bag and paying for a box big enough to hold them is pretty expense. You are much better off checking your skis on a flight or just renting...

• Initial Complaint

  Date:02/22/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  The company is overcharging me, through *****, for luggage I delivered to and from a ski vacation. The luggage was damaged on the return back (something they refuse to fix because I should have put the luggage in a box but they were skis and a snowboard) and they are trying to charge me $145 dollars more because they said it was heavier on the return. I know this to not be true because we removed items and brought them home a different way on the return.

  Business Response

  Date: 02/22/2024

  This is in response to Complaint #******** received on 2/22/2024.  We were able to locate the account using the provided information and found the trip in question. We apologize for the confusion regarding the billing and we are more than happy to explain. These additional charges were applied by the carrier, *****. We are the third party that the labels were purchased through and so we then relayed these charges to the customer. This shipment contained three items, this additional billing is specifically for tracking #************. The label purchased and used for this item was good for up to 65 billable pounds (this could be scale weight or dimensional weight, whichever is more). ***** conducts multiple scans during transit, using this method they found the item in question to be larger dimensionally than 65 pounds and so they billed for the size of the shipment. ***** found that the dimensional weight of this shipment was 103 pounds (height x weight x length / 139). Due to this they billed for additional "weight". 103 pounds also puts this over the size for being a large package, which are entitled to an additional handling fee.  When these adjustments take place we are more than happy to dispute them with ***** on your behalf. We see that a Billing Claim is currently open and documentation of measurements are pending. Once those measurements are uploaded by the customer we can move forward with submitting the dispute and with that our goal is to get the customer refunded.  Regarding the damaged bag, a damage claim can also be opened within the customer's LugLess account. Once that is properly opened and itemized our claims department can review and assist the customer.  Please note, we do have a Help Center with plenty of articles that do discuss these types of situations.  We hope this helps and certainly let us know if more information is needed.  

  Customer Answer

  Date: 02/22/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
  This exact bag has travel through ***** on more than one trip with no changes to the actual bag in question. The dimensions have not changed in anyway so their "extensive" process is not extensive in the slightest or we would not have used this bag if it did not meet the requirements (which I measured for before shipping so I know it does). I also had previously reached out to Lugless about the damage to the snowboard bag and their response was that a large snowboard bag should have been properly packaged in a box. This is absurd to the highest degree and shows negligence on both Lugless and *****'s behalf. One of the cuts was clearly made with a straight edge box cutter which should not have been anywhere near the luggage to begin with. The bag arrived in Colorado in perfect condition and was returned from Colorado like it was a ten year old bag (bag was purchased in December of 2023). I'm not happy with their response and will be following up with their claims department but do not believe this is a fair or successful resolution since I now have to go out of my way to prove something has been documented three other times before by ***** accepting and shipping said bag with no prior issue. I also have not had an actual human contact me, it has been their AI assistant.
  
  Regards, 
  
  ******* ********

  Business Response

  Date: 02/23/2024

  This is in response to claim #********.We understand the frustration and we're here to help however, to do so we do have to take the previously mentioned steps. We look forward to receiving your claims so we can further assist you with the billing adjustment and damage your bag received. We apologize on behalf of ***** and hope to have this resolved ASAP.  Please note, we do not have a virtual assistant and so any interaction you have with LugLess is done by a human representative.  Best,  

  Customer Answer

  Date: 02/23/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
  I will accept and close out this claim once an actual resolution is agreed upon with their customer representatives. If all the communications have been with a human, then they should really consider better process and procedures for their teams and train them accordingly because I continue to catch them in lies and misrepresentations. If I actually get a response that makes sense with a real resolution after all the documentation I have sent over via their claim's webpage, then I will consider this case to be resolved but the only responses I have gotten came after I opened this BBB claim, which brings me to believe they will leave me high and dry the moment this is closed and will not resolve my cases. 
  
  Regards, 
  
  ******* ********

• Initial Complaint

  Date:12/04/2023

  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 22 items via Lugless at the beginning of September 2023. I received almost half broken, crack or punctured. They were delivered in the pouring rain. They made no attempt to notify me they were delivered. Several items were electronics. When I ordered, I was told the packages would be delivered inside the garage as requested. By the time all the items were moved into the garage, everything was soaks! All cardboard boxes were not salvageable, and some non-water compatible contents were destroyed. Other items were missing from broken boxes. Before I ordered, I spent a lot of time researching and contacting them to getting all the details about shipping. I waited to ship them to time it right! Then drove cross country 2 days later, to time my arrival specifically! Unfortunately, Items were delivered early by 4 days, because it was over a holiday weekend, and holidays don’t count (but apparently they do). Apparently, you get so many days from the day they arrive to report damage. By the time I arrived to assess the damage, it was past time to report!! If I shipped direct with ***** (who they use), I could have saved money AND had time to file a damage claim!! Then they charged me an additional fee saying a few box dimensions were off (they weren’t! I’m hyper detailed! All my boxes were under size AND weight to account for errors!). Also, I paid a higher price for ‘insurance’ ($500). This is a joke! I tried to contact them, and they blew me off. Don’t use Lugless!!! Ship direct with a real shipper!!

• Initial Complaint

  Date:09/06/2023

  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.

  Complaint about Lugless Service Delays and Request for Reimbursement
  
  Dear Better Business Bureau,
  
  I am writing to formally lodge a complaint against Lugless for their failure to honor the service guarantees made at the time of my purchase. I opted for the premium plan with the understanding that my luggage would be delivered by September 5th, as promised in their guarantee. However, as of September 6th, I have yet to receive my packages.
  
  My order number with Lugless is *********.
  
  Apart from the delay, the entire process of using Lugless was cumbersome and not user-friendly. Although the system indicated that my label had been generated, it was not reflected in the system. As a result, I could not ship my package as intended and was forced to call ***** personally to schedule a pickup. This was an unexpected hassle that further complicated my travel plans.
  
  The delay in the delivery of my luggage caused a significant inconvenience. I had essentials packed in those bags, and their absence meant I had to make unplanned purchases. To replace the essentials that were in the package, I incurred an additional expense of $215 at Walmart.
  
  Given the inconvenience, unexpected expenses, and breach of guarantee on Lugless' part, I kindly request:
  
  1. A full refund of the premium plan charges $159 to my credit card (I don't want Lugless credit, as their service is disappointing).
  2. Reimbursement of the $215 I had to spend at ******* due to the delay in receiving my luggage.
  
  I hope Better Business Bureau will assist in mediating this matter, ensuring that Lugless fulfills their commitments and addresses the inconvenience and financial setback caused by its service delays.
  
  Thank you for your time and assistance in this matter. I trust that my complaint will be addressed promptly.
  
  Warm regards,

• Initial Complaint

  Date:08/31/2023

  Type:Billing 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 duffle bags to camp this summer. One bag was lost by the carrier. All of my kid's clothes and personal items were lost. Lugless offered no help in trying to locate the bag with ***** and basically told me i was on my own. Then they had the nerve to charge me an extra bag fee after it was to arrive at camp based on size and weight of a bag that was lost and never delivered. The 2nd bag was shipped with just towels and was under the required weight by a lot. In July i received a charge on my credit card for $120 (after paying $100 to ship this bag round trip) for adjusted charges related to size. Lugless blamed ***** for the extra fees. Today I received an email saying Lugless is charging my card another $140 for the return trip. That is $260 more than I was quoted by Lugless. The company makes clear that there is a weight charge and not a size charge. I entered the correct dimensions of the bag into their site and yet I was still charged 3x more for this bag after shipping. Lugless does not represent themselves honestly. They overcharge without notification. And, they do not care if your items are lost.

• Initial Complaint

  Date:08/24/2023

  Type:Product 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.

  Customer Service:
  Lugless customer service is non-existent. Even purchasing their most expensive and comprehensive insurance package, which ostensibly includes phone, chat, and email support, they are non-responsive and uncaring. The "chat" feature on the website returns a message that merely says someone will be in contact within 24 hours. The phone number (which they only provide to people who pay for the most expensive insurance) rings several times, and then an error message plays that says the extension you are calling is unavailable and the line disconnects. The email support returns a message that says a customer support person will respond in 1-2 business days.
  Shipping Supplies:
  I purchased the highest-level insurance package, which comes with what Lugless describes as a shipping kit to include labels, luggage tags, packing lists, and all the materials you would need to ship from your home, including pickup by the carrier. What was actually sent - and around 9 days after the order - was 3 sheets of poorly-printed inkjet paper, smudged and faded, and 3 of the free carrier plastic label holders. And that was it. Additionally, the "pick up" never happened. When I called the carrier directly to inquire if a driver was coming to pick up the bags, they said they did not have that information and that I would need to take the bags to the shipping center myself. This happened about an hour before the last pick up.
  Lugless is a scam company that preys upon unsuspecting people, offers so much more than they deliver, and does so without any concern whatsoever for customer support or help when things go badly. This page has everything you might need to know.
  I canceled the shipment and I am still waiting on a refund they promised me, though it seems from others' reports that I will have to fight them for months to receive it.

• Initial Complaint

  Date:08/21/2023

  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 have two issues with this company.
  
  First, I paid for a pick up service on lugless. But the ***** was not able to pick it up on the scheduled day. So, I drop off my packages at the store. However, the lugless refuses to refund me for the pickup.
  
  What make things worse is that two of my luggage was broken after delivered. I filed claims to ***** and got approved from ***** later. However, all the refunds from ***** go to the lugless bank account. And I was told by lugless that I had no right to get the refund which I claimed for.

• Initial Complaint

  Date:07/25/2023

  Type:Customer Service 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.

  Lugless is a company that was presented to us by my son's camp as the best option to ship his luggage to camp. They issued a label and I printed it and followed the instructions on the LugLess website to attach the label to the the package. *** delivered an empty box instead of my son's luggage. Lugless failed to file a complaint with *** for three days, I filed the complaint with *** and then Lugless overrode my complaint (delaying the search for 3 days) Lugless does not offer any type of communication other then email through their website so this delayed the process even further. Lugless forbade *** from having any type of communication and Lugless provided the wrong package description delaying the search further. When *** found the bag, Lugless instructed that the bag should be sent to them instead of me, this delayed the process an additional 5 days. Lugless refused to return my property until I returned the coverage of the bag. The basically held the bag hostage. Because of the delays that they caused in the bag search, I had to purchase clothing for my son to survive at camp and had to ***** his prescription contact lenses. These expenses added up to: $615.54 They also kept the *** refund of the shipping which I paid them for $171.99, my bag was never delivered to the intended address, instead it was return to my home three weeks after I first shipped it. I want compensation for the cost they incurred and a refund for the payment. They also caused me to miss work for approximately 50 hours, I get paid hourly and I make $70 an hour. I am attaching my credit card statements with my expenses and proof of their billing.