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:02/03/2023

  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 a carry on sized bag. The quoted cost was $59.99 for the shipping and $28.00 for an insurance/protection plan. LugLess opened an order with *****, I dropped my bags off at a ***** retail store and ***** labeled and shipped the bags. My bags were within the dimensions assigned to the ski and carry on categories respectively, and they weighed less than 35 pounds together. I know this because later that week, I checked the same bags onto a commercial airplane and had to weigh them and verify their dimensions. Despite this, Lugless billed me for a completely incorrect 90 pound upcharge which was $71.50, and added on an addition $232.50 "Large Package Charge". Lugless was unhelpful in resolving where the mistake had occurred with the carrier. In total, this mistake that they refused to own up to or resolve raised the price of my service from the quoted $87.99 to $391.99. They have made minimal effort to determine the source of the error and provide any compensation.

• Initial Complaint

  Date:01/25/2023

  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.

  I ordered service on Lugless on 1/15/2023 to ship my boxes from NYC to Dallas. In case there's damage of the box, I ordered extra plan with them to provide 700 insurance for each box. Also I shipped my ballet barre under "ski" section that the entire package only contains one item. In the meantime, the website only provide their customer number to people when they buy "extra" plan. Even I bought, they didn't provide me any number or support with the help of package shipping. I have to figure out all by myself, they gave a really wide range of pick up which is from 9am to 7pm with only labels but no instructions.
  
  When I received the package in Dallas, some of the barre components are missing thus I cannot assemble them. Basically meaning the entire shipping is meaningless now. I tried to email them and get the insurance to cover my barre. In the email, they classify my barre into "furniture" section instead of sports goods and said it's fragile. The point is, none of their clause has mentioned this as "furniture". They insist their decision and won't do anything about my damage. In this case, why am I spending my money to ship something I can't use at all? Also, their attitude is very cold and shows they don't care about customers at all. They keep claim my ballet barre is a "furniture" but won't give any future explanation, even though my barre is made of iron and wood mostly.

• Initial Complaint

  Date:11/23/2022

  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 Nov 3, I purchased a Lugless suitcase. I relied on Lugless to safely deliver my luggage from my parent's house in Connecticut, to my apartment in San Francisco.
  
  I assumed Lugless would obviously provide an experience to take care of customer luggage safely and thoughtfully. I used the default shipping experience. That said, I paid for insurance for up to 200$ claims to account for a margin of error.
  
  1. When ***** delivered the expensive luggage, per Lugless's instructions, it left the luggage in the street, in San Francisco, which is a high-crime area. No other shippers - ****** etc - allow for this on default, given that the luggage will obviously be stolen.
  
  2. It is Lugless's responsibility to have a well designed software to account for this, yet it is denying responsibility, which is unacceptable by saying its responsibility is only up to the point of delivery, and not ensuring that the delivery is delivered reasonably. That is why I paid Lugless and didn't go to ***** myself.
  
  3. Lugless had informed the trip would take a week to deliver, but only did so in 6 days, without making this clear, meaning that I wasn't home when Lugless carelessly decided to leave my suitcase in the middle of the street.
  
  Confirmation number: #*********, Shipping: ************