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:07/14/2023

  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.

  Weeks after shipping a small international carryon empty bag weighing less than 10lb, they sent an update claiming it weighted 52lb and charged me extra.

• Initial Complaint

  Date:07/07/2023

  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.

  I am writing to express my extreme dissatisfaction with the service provided by LugLess when shipping my luggage from Boston to San Francisco, as well as the subsequent handling of my claim. I hope to seek a fair resolution to this matter.
  
  I utilized the services of LugLess to transport my luggage from Boston to San Francisco. I was assigned Confirmation #********* for the transaction. However, upon receiving my luggage at the destination, I discovered that two out of the five bags were significantly damaged, and numerous items inside these bags were also rendered unusable. This was a distressing experience, as I had trusted LugLess to handle my belongings with care during transit.
  
  In light of these damages, I promptly proceeded to file a claim with LugLess. To my dismay, my claim was summarily denied on the grounds that it was submitted more than 15 days after the delivery. I find this response deeply disappointing and, frankly, unprofessional. I had purchased insurance coverage specifically to protect my belongings in the event of any mishaps. However, LugLess' refusal to honor my claim contradicts the assurance I had received through this insurance.
  
  It is important to note that the reason for the delay in reporting the damages was due to my recent relocation to San Francisco. Since I had just settled into my new residence, it took me some time to unpack and inspect my bags thoroughly. I was unable to comply with the stipulated time frame for claim submission. I believe it is unfair to penalize customers for circumstances beyond their control, especially when they have acted diligently and without delay upon discovering the damages.
  
  I kindly request that you reconsider my claim in a fair and equitable manner. I have attached the relevant information regarding the damaged bags and their contents for your reference. The claim numbers associated with this matter are ****** and ****** (which can be combined together as a single claim).

• Initial Complaint

  Date:06/25/2023

  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.

  Dear BBB,
  
  I am writing to file a complaint against LugLess regarding their billing practices and the imposition of additional charges. As a customer, I am deeply frustrated and dissatisfied with the fact that, even after being charged based on dimensional weight, LugLess has levied an additional "large package fee."
  
  While I understand the concept of dimensional weight and accept the associated charges, I find it extremely unfair and unreasonable that LugLess would impose an extra fee, labeled as a "large package fee," after already accounting for the dimensional weight charges.
  
  At no point during the booking process was I informed that I would be subjected to further charges beyond the dimensional weight calculation. LugLess failed to clearly disclose the possibility of this additional fee, leaving me blindsided and financially burdened.
  
  As a consumer, I expect businesses to be transparent and upfront about all charges and fees. LugLess's failure to communicate the existence of this additional fee is deceptive and misleading. I believe that customers should be provided with clear information about all potential fees before making a decision and proceeding with payment.
  
  I kindly request BBB's intervention in addressing this issue with LugLess. It is imperative that LugLess provides an explanation for the double charging of fees and reevaluates their billing practices. Customers should not be subjected to unexpected fees and charges that were not adequately disclosed prior to payment.
  
  
  Thank you for your attention to this complaint. I trust that BBB will thoroughly investigate this matter and take appropriate actions to rectify the situation. I eagerly await your response and a resolution to this issue.
  
  Sincerely,
  *******

• Initial Complaint

  Date:06/21/2023

  Type:Delivery 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 booked a trip with lugless from Jersey City to Seattle for 11 boxes (which included 8 cartons, 1 carry on suitcase, and 2 checkin bags) that I wanted to move. On June 1, I boarded all my boxes and bags to the ***** truck as instructed by Lugless, since the carrier here was *****. On June 5, I received a notification that some bags got their labels torn off, and after reaching out to *****, they assured me that the labels have been replaced and all bags are in transit. However, on June 8 all boxes except one large checkin bag were delivered. I have been constantly reaching out to ***** and Lugless about it, and everyone has a different story. ***** is refusing to investigate on it whereas Lugless says they have an investigation going on with *****, but do not have any details about it, not even an investigation ID! ***** wanted an account number to be able to track the bags properly, and lugless refused to provide that as well. In fact, now they’ve told me to not contact ***** and that they will do it on their end, but the issue is that they are ready to provide no proof of investigation or no proof that they are dealing with ***** themselves about it.
  
  My bag had a lot of items that were cherished and valuable to me, and I really want it to be found.

• Initial Complaint

  Date:06/02/2023

  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.

  Lugless charged me $50, which was more than my original trip cost, for an incorrect address. They didn’t mention this anywhere while I bought the service. When I used the address input, I put in the correct address but the drop down list used the suggest address instead.

• Initial Complaint

  Date:05/26/2023

  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.

  Drop Off Date: April 30, 2023
  Delivery Date: May 6, 2023
  Amount of money paid originally: $34.99
  Amount of Money charged >1 month later: $251.20
  ***** Tracking Number: ************  My Claim: On April 30, 2023, I purchased a LUGLESS quote, label, and insurance on my ski bag shipment from Fort Collins, CO to Bethesda, MD. This shipment came out to $34.99 + $20 in miscellaneous fees. I dropped my bag off at the ***** Office and was told that I would be taken care of and didn’t need to worry about any other fees… they could handle it!
  
  An entire month after I shipped this package, on May 26, 2023 I got a bill from LUGLESS for an additional $251.20. They said that these charges are for “additional weight”, “large package charge with peak surcharge”, and “user residential charges”. The possibility of additional charges was listed nowhere on the LUGLESS website and I did not know that they had my credit card information for future use.
  
  LUGLESS does not have phone customer service, so I was forced to contact *****, who is the party that I should have been working with instead of using a fraudulent middle man/ broker like LUGLESS. Anyways, ***** erased the charges of “additional weight” and “peak surcharge”, but those refunds were given to LUGLESS because they are the broker. Additionally, those two upcharges only amounted to $124, leading me to believe that LUGLESS doubled the up charge bill before passing it off to me.
  
  This is fraudulent activity, and this company needs to be shut down. Horrible customer service, ridiculous fees sent a month after the shipment and horrible business model that punishes the customer for LUGLESS’ shortcomings.
  
  I want my money back and want to see this company out of business.

• Initial Complaint

  Date:04/12/2023

  Type:Delivery 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 paid for my golf clubs to be shipped from Arizona to California and to arrive by a "guaranteed" date. The clubs were 2 days late causing me to spend hundreds of dollars on rental clubs, golf shoes required by the course that were in the bag, and golf balls. Additionally, the clubs showed up in worse condition than before they were shipped which is very frustrating.
  
  Lugless ended up telling me that the recourse for being late on their guarantee was $10 in credit. This is obviously unacceptable. They ended up increasing the credit to $32 but that was the extent of it. I had paid $85.99 for this guaranteed delivery. I then had to pay $85 to rent clubs the first day they were late, $100 to rent the second day they were late, and $150 for shoes (all of these costs are pretax numbers). My clubs were purchased for more than $2K collectively and are worse for ware after transit.
  
  I truly would not be so frustrated if I had thought that Lugless had expressed any desire to actually help me out or make the situation right.

• Initial Complaint

  Date:04/02/2023

  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 used LugLess luggage shipping service to ship a pair of skis in a ski bag. The quoted cost was $42.99. My ski bag is within the prescribed weight and dimensions. More than a month later Lugless billed me for a completely incorrect 90 pound upcharge and added on a "Large Package Charge" charging my credit card an additional $200.75. I've since seen numerous negative reviews describing this same scam. I shipped the same ski bag earlier with their competitor ******** without any problem.

• Initial Complaint

  Date:03/17/2023

  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.

  Lugless provides a service to transport luggage from one place to the next within the United States in advance of an upcoming trip. On 2/23/23 I used Lugless to transport a ski bag from Seattle to Salt Lake City and paid them $35 for the service plus fees. My ski bag was within the size and weight limits set and stated by the service, and the transport provider (*****) checked in my bag (scanned the prepaid tag) without any issue stated to me at the time of dropoff, or pickup 4 days later in Salt Lake City.
  Three weeks later (yesterday, 3/16/23) Lugless informed me that ***** stated that my ski bag was 60 lbs overweight as well as oversized, and charged my credit card an additional $235. No photographic or other evidence was submitted to me of this issue at any point, and from what I can tell, they don't intend to try to acquire this evidence from *****, and instead have approved of ***** overcharging me. Additionally, Lugless is trying to get me to do their dirty work and re-weigh my bag now, 2 weeks after returning from this trip. What good does that do?
  This is the definition of fraud -- my ski bag weighed exactly as stated, not more than 30#. This money needs to be refunded to my credit card and Lugless needs to stop allowing ***** to defraud their customers.

• Initial Complaint

  Date:03/07/2023

  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.

  Initial purchase of $75.99 was as quoted on November 9th, 2022. Without any warning, or permission, an additional amount was charged to our credit card of $235.01.
  
  This was claimed to be for overweight and a peak surcharge adjustment. If there truly was a peak surcharge adjustment, this should have been explained and charged in the initial quote. I never would have used their services if they had advertised the ACTUAL price of the service.
  
  I am only looking for a refund of the second charge, $235.01. I agreed to, and am willing to pay the first charge of $75.99
  
  I believe their advertising to be misleading and fraudulent, and if nothing else, I would like to warn everyone not to use their services if at all possible!