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:06/05/2025

  Type:Delivery Issues
  Status:

  AnsweredMore 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.

  Shipping date: 5/27/25 Luggages was delivered by ***** and as is evidenced in the pic from ****** one bag was destroyed and the other has one of the corners crushed. Both the luggage to ship and ***** believe they are responsible, although this happened while my bags were in their possession.

  Business Response

  Date: 06/26/2025

  Dear Better Business Bureau,

  
  Thank you for the opportunity to respond to the complaint submitted by *** ****** ***** regarding a shipment booked through our platform and delivered by ***** on May 27, 2025.
  First and foremost, we would like to sincerely thank *** ***** for being a valued long-term customer. We understand his concerns and the frustration that can come with receiving damaged luggage. We appreciate the opportunity to clarify our role and the actions weve taken in response.

  
  ************************ is an award-winning traveltech and **** platform, offering customers the ability to compare and book courier servicessimilar to how Expedia enables comparison of flights and hotels. We partner with trusted global carriers like *****, ***, and *** to provide our users with convenient and cost-effective solutions for shipping, storage, and travel.

  
  In this case, the shipment in question was fully handledpicked up, transported, and deliveredby *****. Upon receiving *** ****** damage claim, our team promptly submitted the required documentation to ***** on his behalf and followed up in accordance with our standard claims support process. After conducting their investigation, ***** denied the claim, stating that the damage did not meet their compensation criteria based on their internal liability and service policies.
  That said, we have already provided *** ***** with detailed instructions on how to directly appeal to ***** for further review and we remain available to offer any additional assistance we can.
  While we genuinely appreciate both our customers and our shipping partners, ************************ does not have the authority to override decisions made by a couriers claims department. As a technology intermediarynot the carrierwe must rely on the terms and determinations of the selected shipping provider.
  We hope *** ***** understands our position, and we remain committed to providing high-quality support and service to all our users. We take customer concerns seriously and strive to maintain transparency and fairness in every situation.
  Sincerely,
  Customer Care Team
  ************************

  Customer Answer

  Date: 07/07/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  
  
  The attempt to disclaim liability through the facile assertion that you function merely as an intermediaryanalogous, as you assert, to an online travel aggregatorconstitutes an untenable evasion of the fundamental legal and commercial responsibilities attendant to the custody and care of property entrusted to you.
  
  It is a matter of record that ************************ was, at all times material, in possession of my luggage as the contracted facilitator and agent of the shipment. Whether you styled yourself as a platform or a logistics coordinator is of no legal consequence, as your entity assumed and exercised dominion over the shipment by accepting payment, issuing shipping labels, coordinating collection, and transmitting representations of service on behalf of *****. Accordingly, you are jointly and severally responsible for the damage incurred during the course of carriage.
  
  Your invocation of ****** internal policies is not dispositive. Those policies are unilateral constructs to which I am neither a signatory nor a consenting party. The legal principle is unambiguous: a party that holds itself out as providing or arranging carriage of goods assumes a concomitant duty of care that is not extinguished by ******** on subcontractors. The doctrine of bailment imposes upon you an obligation to ensure that my property is returned in substantially the same condition as received. This duty has been manifestly breached.
  
  Moreover, your communications to date are redolent of a studied refusal to acknowledge any measure of accountability. It is precisely this abdication of responsibility that necessitated my recourse to dispute the transaction with my credit card issuer. I have incontrovertible documentation of the damaged condition of my property upon delivery. I consider the matter closed insofar as payment to your firm is concerned and I categorically and unequivocally refuse to remit any further funds in satisfaction of this transaction.
  
  Should you persist in this posture of denial, I reserve all rights to pursue legal remedies, including but not limited to claims for breach of contract, negligence, and conversion, in any forum of competent jurisdiction.
  
  ****** *****
  
   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ****** *****
  
  
  
  
   
  

  Customer Answer

  Date: 07/23/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I have reviewed your recent correspondence with considerable scrutiny and find it necessary to formally refute the assertions therein (laughably before calling yourselves an award-winning traveltech and SaaS platform), both on legal grounds and on the basis of contractual integrity. The position you have outlined seeks to evade responsibility through semantic maneuvering and by mischaracterizing the nature of our commercial engagement. This is both unacceptable and unsupportable.
  
  Let us begin with the fundamental premise: ************************ is the legal and commercial entity with whom I transacted. I did not independently contract with *****, ***, or ***, nor did I negotiate directly with any courier under separate terms. I purchased a servicemarketed, facilitated, and monetizedexclusively by your company, which positioned itself as the principal service provider and representative of a seamless, full-service logistics solution. As such, your platform is not a neutral intermediary; it is a revenue-generating operator responsible for the fulfillment and quality of the services it offers to paying customers.
  
  To suggest that your organization merely operates as a technology intermediary is an attempt to obfuscate the legal reality of your role in the transaction. You exercised full agency in representing the capabilities of your shipping partners, collecting payment, issuing shipping labels, and administering all customer-facing functions. In so doing, you entered into a binding commercial relationship with the attendant responsibilities dictated by basic tenets of agency law, consumer protection regulations, and implied warranties of merchantability and service quality.
  
  Now, regarding the investigation you allege was conducted: I must emphatically state that there is no evidence to support that a meaningful inquiry took place. Instead, I was met with a summary denial referencing ambiguous internal liability criteriaand an entirely specious claim regarding the absence of external wrappingas though the failure to encase a suitcase in plastic absolves a logistics firm from the duty to handle items with basic care. This rationale is not only absurd but also contrary to the representations your company makes regarding the quality and safety of your service.
  
  It is further noted that your teams suggestion that I pursue direct engagement with ***** is a gross abdication of your contractual responsibility. I am under no obligation to independently initiate appeals with your subcontractors. You retained them;I did not. The liability for goods damaged during shipment lies ultimately with the principal entity that brokered and sold the serviceyou!
  
  To that end, I hereby reiterate my demand for compensation or suitable replacement for the extensive damage incurred to my property while in your custody. Should this matter not be resolved within five (5) business days, I will be left with no alternative but to initiate formal proceedings through applicable consumer protection bureaus, the ************************* and, if necessary,litigation in pursuit of recovery. I will also avail myself of every public forum, professional network, and commercial review channel to ensure that my experiencemarked by your companys dereliction of dutyis made known to any future potential client. Your claim to offer award-winning service is wholly incongruent with the dismissiveness and legal insubstantiality reflected in your handling of this matter.
  
  I strongly urge your leadership to reconsider your posture, rectify this breach of accountability,and respond with an appropriate resolution that reflects the seriousness with which responsible companies treat consumer trust. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ****** *****
  
  
  
  
   
  

  Business Response

  Date: 07/27/2025

  To ************************************************* *************** Better Business Bureau and *** ****************** you for your continued communication regarding your recent shipment and for the opportunity to address your concerns once again.

  Acknowledgment of Concerns:
  

  We recognize your dissatisfaction with the outcome of your case, and we understand that damaged property during transit is frustrating and upsetting. We take such claims seriously and have followed standard procedures to ensure proper evaluation and transparency.
  Clarifying the Scope of Services Provided
  Luggage To Ship is a licensed third-party logistics platform. We facilitate discounted shipping services through major carriers such as ***, *****, and ***. While we act as the booking agent and provide customer support, we do not physically handle, transport, or deliver any shipments. All shipments are executed and governed by the operational and insurance terms of the selected carrier, as disclosed during checkout and within our Terms of Service, which are agreed to at the time of purchase.

  
  We fully acknowledge that your payment and service arrangement were made with Luggage To Ship; however, the transportation, scanning, routing, and physical custody of your property is the legal and operational responsibility of the carrier selected. In this case, *****. As is industry standard, Luggage To Ship filed the damage claim with ***** on your behalf, using the documentation you provided.

  
  Investigation and Carrier Decision:
  

  Upon receiving your damage report, our team promptly submitted a claim to *****. After reviewing the images and delivery details, ***** denied the claim based on packaging standards and internal inspection protocols, citing the absence of external wrapping and lack of evidence supporting carrier negligence. While we understand your disagreement with their rationale, we must clarify that:

  - FedEx is the only party authorized to approve or deny insurance claims, as they assume liability once the package is accepted into their custody.
  - We do not retain any portion of the insurance premium, nor do we influence the outcome of claims.
  - The optional insurance included is subject to the carrier's policies and documentation requirements.
  We have transparently communicated this outcome to you and relayed all available documentation.
  

  Legal and Contractual Position:
  

  We respectfully disagree with your characterization of Luggage To Ship as having breached any contractual obligation. Our role, limitations, and the terms governing all shipments, including liability limits, packaging guidelines, and insurance provisions are disclosed clearly during the booking process and in our publicly available Terms & Conditions.

  
  While we are sympathetic to the damage you have experienced, we are unable to override the carrier's final decision or issue compensation beyond what was contractually agreed and covered.

  
  Conclusion:
  

  We regret that this matter has not reached a resolution you find satisfactory. However, Luggage To Ship has:
  Booked and facilitated the service as requested
  Submitted and tracked the damage claim appropriately
  Provided timely responses and documentation
  Followed all procedural and legal obligations within the scope of our service

  
  We consider this matter closed on our end and will respectfully defer to BBB's process to finalize the record.
  Sincerely,
  

  Luggage To Ship
  ************* ********************************* **************** ******************
  *******************************************************

• Initial Complaint

  Date:06/24/2024

  Type:Order Issues
  Status:

  AnsweredMore 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.

  Paid Luggage to ship $200 to ship 1 -60lb suitcase to Anzio ***** ahead of our trip 5/1/2024 to 5/9/2024.Paid extra $15.00 for the extra insurance so total was $215.00 then it arrived destroyed 5/6/2024 it was 4 days late and destroyed and before they would deliver it I had to pay another $95.00 supposedly for tariffs and taxes even though I filled out an absorbent amount of papers that *** required so I shouldn't of had too The suitcase although I followed their instructions was destroyed and items were missing and the extra $15 in insurance just means they can file a claim and you cant because they are a 3rd party and they just deny the claims and pocket the extra $$ you pay for the insurance and your out of luck. How does a company like this stay in business I have read the reviews this place shouldn't be allowed to operate and keep defrauding people . SCAM

  Business Response

  Date: 04/15/2025

  To **************************************** *************** Better Business Bureau and *** ****************** you for the opportunity to respond to the concerns raised by *** ******* ***** regarding her recent international shipment to ******
  

  Acknowledgment of Customer Concerns
  

  We understand *** ****** disappointment surrounding the delivery experience and condition of her shipment. International logistics can be complex, and we regret that this experience did not meet her expectations. We take all customer feedback seriously and work to ensure clarity and fairness throughout the process.
  

  Clarifying Our Role and Process
  

  Luggage To Ship is a third-party shipping platform that allows customers to book international shipments through major carriers such as **** ***, and ***** at competitive rates. We facilitate the booking process, assist with required customs documentation, and provide support throughout shipment tracking and claims. However, once a shipment is in transit, the carrier handles the physical delivery, customs clearance, and insurance review.

  
  Specifics of This Shipment
  

  *** ***** booked the international shipment of a 60 lb suitcase to *****, *****, with service provided by ****
  She selected an optional $15 insurance upgrade, bringing the total to $215.
  The shipment was delivered on May 6, 2024, four days after the initially estimated window, which is not uncommon with international customs processing.
  A customs/tariff fee of $95 was required before delivery could be completed. This charge is imposed by the destination country (*****), not by Luggage To Ship or **** These fees are common with international shipments and depend on the declared value and item description provided during booking.
  Upon delivery, the customer reported that the suitcase was damaged and some items were missing.
  

  Insurance and Claim Processing
  

  We are sorry to hear that damage occurred. As with all insured shipments, we filed a damage and loss claim with *** on behalf of the customer, which is the standard process.
  Please note:
  All insurance funds collected (including the $15 optional insurance) are passed along to the carrier to cover claim protection.
  Luggage To Ship does not adjudicate claims nor retain insurance fees, and therefore cannot "pocket" any insurance-related funds.
  The outcome of the claim depends entirely on the carriers investigation and documentation provided.
  If a claim was denied, it would have been based on the evidence reviewed by ***, such as delivery condition, inspection access, and item validation. We communicated outcomes directly to *** ***** in real-time.
  

  Response to Accusations
  

  We respectfully disagree with the characterization of our business as a scam. Luggage To Ship is a registered shipping services provider that has helped thousands of customers globally with safe, cost-effective deliveries. Like any third-party logistics platform, our operations are governed by transparent service terms and the limitations of carrier policies.
  

  Conclusion
  

  While we regret that this experience resulted in dissatisfaction, Luggage To Ship:
  Booked and facilitated the shipment as requested,
  Assisted with documentation and customs processes,
  Filed the necessary claim for damage/loss in good faith,
  Has no authority to influence customs duties or override *** claim decisions.
  For these reasons, we are unable to provide a refund or replacement outside of the insurance payout, if and when approved by the carrier. We thank *** ***** for her business and are available for any documentation requests she may have regarding her claim.
  

  Sincerely,
  Luggage To Ship
  ************* ********************************* **************** ******************
  *******************************************************

• Initial Complaint

  Date:04/01/2024

  Type:Product Issues
  Status:

  AnsweredMore 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.

  Feb 25 - booked shipping for a 25lb suitcase to be picked up from ********** to *******. Paid ***** for the shipping. Was for 5 day service. They advised me that *** lost the suitcase. I was asked to file a claim with Luggage To Ship with pictures and and tags and cost of each item in my shipment. Which I provided. The estimate cost was 2200$First they said *** have declined my claim. Then they want to give me $250.00 which is the free insurance that was included as part of the basic delivery service. This does not cover the value of the contents of an entire suitcase. This is completely unacceptable. I went thru the shipping company rather than directly with *** or ***** as they had claimed to provide a secure and tracked shipment which they were to handle. They made me go thru so much trouble wanting individual pics and tags of everything. They did not have a way of uploading a large file and made me email them a few pics at a time. Then said those are not good enough and made me redo it. I went thru their company and not ***. As far as Im concerned, the shipment was their responsibility. If the 3rd part they use failed, that is not my problem. They took responsibility and I expect them to reimburse me for the value of the contents of my shipment. I followed everything they requested and they asked me to prove it which I have. They asked me to prove the contents of the shipment and the value. They now need to reimburse me for the value of the contents of my suitcase.

  Business Response

  Date: 04/15/2025

  To **************************************** *************** Better Business Bureau and *** ****************** you for the opportunity to respond to the concerns raised by *** ******* ***** regarding a lost shipment scheduled in February 2024 from ********** to ********

  Acknowledgment of Customer Concerns
  We understand that *** ***** is disappointed by the outcome of her shipping experience and the frustration associated with the loss of personal belongings. We sincerely regret any inconvenience she has encountered throughout the claims process.

  Clarifying *********** Model
  

  Luggage To Ship is a third-party logistics platform that enables customers to ship personal items through major carriers including *********** and **** While we facilitate bookings and customer support, the physical transportation, delivery, and insurance claim evaluations are handled directly by the selected carrier.
  In this case, the shipment was transported by **** and as such, the loss investigation and liability determination were completed under ***s policies.

  Details of the Claim and Resolution
  

  *** ***** booked a standard shipping service for her 25 lb. suitcase, which included the complimentary $250 coverage that comes with all basic *** shipments, as outlined during booking.
  Upon learning from *** that the suitcase had been lost, our team initiated a formal lost item claim with *** on her behalf.
  We requested documentation from *** ***** to substantiate the value and contents of the suitcase. She submitted the required information in several emails, which were received and reviewed accordingly.
  *** completed their investigation and ultimately approved the claim only up to the included insurance amount of $250, in accordance with the declared value and service level selected at the time of booking.
  While we understand *** ***** believes the total contents were valued at approximately $2,200, no additional declared value was purchased at the time of booking, and therefore *** liability is contractually limited to $250.

  Final Position

  We sympathize with the unfortunate loss and understand the disappointment. However, as the shipping platform, our responsibility is to:
  - Facilitate the shipping service selection and booking process
  - Assist with claim submissions and communication with the carrier
  - Abide by the carriers final determination and the terms selected at checkout
  - We are not authorized to issue compensation beyond the limits established by the carriers insurance terms, unless additional coverage is purchased in advance.

  Conclusion

  Luggage To Ship has fulfilled its responsibilities by:
  - Submitting the lost claim on the customers behalf
  - Providing ongoing communication throughout the process
  - Offering the maximum reimbursement available under the selected service ($250)
  

  We sincerely regret the outcome but are unable to provide further reimbursement. We encourage customers to consider purchasing additional insurance for high-value shipments when booking, to ensure comprehensive protection.
  

  Sincerely,
  Luggage To Ship
  ************* ********************************* **************** ******************
  *******************************************************

• Initial Complaint

  Date:05/24/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 made a complaint before with BBB #********. Luggage to Ship contracted with ***** to deliver my suitcase to ***** in October 2022. My suitcase was never delivered, after many months of back and forth, we were told that ***** does not deliver to the town, ***********, in *****. This is something we should have been told from the beginning. Now, they are asking more money to return the luggage to *** or deliver it to the address we gave them. BBB closed out the original complaint above, because I was petitioning a refund from ***** and I was told I had to go through Luggage To Ship. So, I did and ***** denied the claim. So, per BBBs advice, I am filing a new claim against the shipper, Luggage To Ship, for a full refund.

  Customer Answer

  Date: 05/24/2023

  Good evening Ms ***** I (******) made the purchase on my credit card and therefore am asking for a refund to my card. I did it on behalf of my mother (****), because she was traveling to ***** and has since returned from ***** in March 2023.

  Business Response

  Date: 06/08/2023

  Dear BBB Complaint Analyst,

  Hope this response finds you well. 

  We can offer customer 50% refund on the original shipping fee for amount of $108, and this amount is considered a goodwill from our side.

  The shipment has been processed and charged by the ****** and ***** are not giving any credit on the shipment. 

  We valued our customer, and trying to resolve the case in good matter.

  Best Regards,

   

  Customer Answer

  Date: 06/16/2023

  Dear *** **** and Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and I have determined that my complaint has NOT been resolved because:

  The business owner, LuggageToShip.com, whom I purchased the service from, are responsible for their subcontractors and ensuring that their website and services are up-to-date and accurate. I did not go on ******* website to purchase the service, I used LuggageToShip's website, which says that they deliver to ***** and at the time, there was no restriction on where they deliver in that country. Indeed, at one point in the email exchange, the LuggageToShip representative tried to blame ***** for not notifying them that they do not deliver to anywhere outside of **************, ***** (the capital city in the south). However, now it is reasonable to assume that after this very long ordeal, LuggageToShip now knows this.

  Tonight, I went on their website and re-created the order I placed in October 2022 to send a suitcase from *** to ***********, *****. And per the attached screenshots, their website still processed my order and is waiting for me to submit payment of $114 to ship a small suitcase to ***********, even though LuggageToShip now knows that they cannot provide a shipping service to this part of *****. The business is owner is 100% responsible and as a customer, I am not asking for "goodwill". Rather, I entered into a contract with LuggageToShip.com and paid for a service and they did not provide the service. And as of June 16, 2023, they are still offering a service (delivery to *****), despite knowing that they cannot provide this service. Thus, they do not even have good faith to correct this error to prevent another customer from experiencing this as I did.

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *****************************
  
  
  
  
   
  

• Initial Complaint

  Date:02/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Good day, I would like to issue a matter that was left unresolved.In October of 2022, I ordered a door to door pickup and drop off with the Luggage to Ship company. Getting the dates scheduled for the collection was a 3 day trouble.My Luggage and boxes was collected in the ******************** and was moved to *************** ******* in a matter of 3-4days. On the day of delivery, my boxes was left unattended on the first floor of the apartment complex, and I lived on the 3rd floor. Had I not receive a e-mail several minute later, stating that my things were delivered, I would not have known. I immediately went to check my door step as I did not hear a knock on my door, just to find that my Luggage and boxes was left neglected by a delivery company. My one box with my Brother SE600 sewing machine was found torn. The embroidery attachment was missing. I reported this issue. They mentioned that they did an investigation that I knew absolutely nothing about. The case on this issue got dismissed. Some time later, I then notice that my sewing machine is rusted and had a bottom bobbin case missing. My digital screen is cracked completely. I tried calling the company with no success. I went as far as trying to get my sewing machine repaired but it is completely broken and cannot be fixed. I have proven to the company before some pictures. But when I use to call for follow up they were very nonchalant about assisting this situation. I need help as soon as possible as this a huge amount of money $500 down the drain. My sewing machine is only 8months old. It was brand new. I would like to continue my work. Thank you for taking the time to support me in this circumstance.

  Business Response

  Date: 02/21/2023

  *** ******************* *** ********* *******

  Feb. 20th, 2023

  Re: Complaint assigned ID ******** Dear *****,
  

  Thank you for your letter that we received in our office on Feb. 08th, 2023 regarding one of our customers complaints. After careful review of the customers case, we believe that our service is fair and does not negatively impact the public interest.
  

  Luggage to Ship is a service platform that provides worldwide shipping service options via DHL, **** and ***** operations. Our mission is to provide quality services with reliable, convenient, and affordable door-to-door shipping solutions available.
  

  Customer booked to ship 4 of her packages from *********** to ******* using *** ground services, under master tracking # ****************** with insurance amount $250 for each package. After *** delivered the package, the customer informed us there was a damaged item. After communication with *** and the customer, we filed a damaged claim on behave of our customer to *** claim Department on Oct. 19, 2022. The insurance coverage is up $250 for the claimed package and waiting on *** investigation and claim result.
  

  We got the *** investigation result back on Oct. 27, 2022, and states *** trying to get access to the claimed damaged package for inspection. However, they make multiple attempts, but have been unsuccessful. Therefore, they denied and closed the damaged claim case.
  

  We communicated to customers on time with all this information, and we had an email conversation on this issue as well. At the end, the customer asks for the Direct contact of **** and we provided to the customer on same day we informed customer the result on Oct. 27, 2022. And the customer never contacts us back on this issue since then.
  

  In conclusion, we work hard and are dedicated to our service and customer satisfaction is our goal. However, like every business, the service is limited to terms and conditions agreed upon, and the result of the damage claim is subject to *** claim departments final decision. Your kind understanding and considerations are very much appreciated.
  

  Kind Regards,
  Luggage To Ship
  *********************** ***
  ********* ** *****

  Customer Answer

  Date: 02/22/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  This is an unsatisfactory answer. I would like proof that they have exhausted every attempt to contact *** claims department concerning my lost/ and damaged good.

  
  

  I am giving them **** business days with a correct and prompt response, if not I will take this issue further and escalate this matter.

  
  

  I am looking forward to hearing back from them soon as to how they will resolve this, with a financial compensation or a new Brother SE600 embroidery/sewing machine. My business is on hold because of their negligence. 

  
  

  The situation with Luggage to ship and *** is their problem not mine. They must not outsource my issue to their delivery service. When I signed disclaimers and agreements I did not sign a separate agreement with ***. 

  
  

  I would like to get this matter resolved as soon as possible. 

  
  

  Thank you. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *********************
  
  
  
  
   
  

  Business Response

  Date: 04/15/2025

  To **************************************** *************** Better Business Bureau and *** ****,
  

  Thank you for the opportunity to respond to the continued concerns raised by *** ****** **** regarding her shipment with us in October 2022.
  

  Acknowledgment of Customer Concerns
  We understand *** ***** frustration regarding the condition of her item upon delivery, and we regret that this experience did not meet her expectations. We value our customers and take all reports of damage seriously.
  

  Clarifying Our Role
  Luggage To Ship is a logistics service platform that allows customers to book shipments with trusted carriers including **** *****, and ***. While we facilitate the booking and provide support, the physical handling, transit, delivery, and claim review are managed by the selected carrier. In this instance, the shipment was carried out by ***.
  

  Actions Taken
  

  *** **** shipped four packages from *********** to ******* via *** Ground.
  After delivery, she reported damage to one of the packages containing a Brother SE600 sewing machine.
  On October 19, 2022, we filed a damage claim with *** on her behalf.
  *** conducted an investigation and attempted to access the damaged package for inspection. However, their attempts were unsuccessful.
  Consequently, *** denied and officially closed the claim on October 27, 2022.
  We promptly communicated this outcome to *** **** and provided her with ***s direct contact information at her request.
  

  Final Position
  

  While we empathize with *** ***** situation, it is important to note that:
  The damage claim was submitted properly and within the required timeframe.
  The claim was reviewed and formally denied by ***, which holds sole authority in insurance matters.
  As over six months have passed since the claim was closed, *** will no longer review or reopen the case.
  Luggage To Ship does not have the ability to overturn or extend the outcome of a carriers claim decision.
  

  Conclusion
  

  We regret that we are unable to provide further resolution in this matter due to carrier policy limitations and the elapsed time since the claim closure. We remain committed to transparency and fairness in our services and have followed all procedural steps to support our customer within the bounds of our role and responsibilities.
  

  Sincerely,
  Luggage To Ship ************************* **************** ************* ********************************* **************** ******************
  *******************************************************

• Initial Complaint

  Date:11/01/2022

  Type:Product Issues
  Status:

  AnsweredMore 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 to have two pieces of luggage shipped across the country via ***** through LuggageToShip. I dropped the suitcases off on the day of shipment exactly as instructed--not placing them in a box, using a lock, etc. The handles were fully retracted. When I received the luggage at its destination, one of the handles had been destroyed--bent and torn so that it no longer could be retracted or used to move the luggage, rendering the luggage virtually useless. When I contacted luggagetoship, they informed me they'd have to file a claim with ***** (despite advertising a basic insurance plan of up to $250). ***** denied the claim on the grounds of the luggage being improperly prepared, which didn't make sense to me as I'd followed luggagetoship's preparation instructions exactly, ***** were the ones who pulled out the handle and caused it to get damaged, and it didn't seem right that the company who did the damage was the one deciding whether they were liable. This was $200 luggage that is now ruined and I'm out that money for trusting this company.

  Business Response

  Date: 11/02/2022

  ***       *****************************
  *** ********* *******
  ****** **************
              *** **** ****
  ***       ********* ******** ** ********

  
  Dear ******,

  
  Thank you for your letter that we received in the email on Nov 1st, 2022, regarding one of our customers complaints. After careful review of the customers case, we believe that our service is fair and does not negatively impact the public interest.
  Like Expedia, Luggage to Ship is an online service platform that provides options and discounted worldwide shipping services via DHL and ***** operations. Customers book online, choose the courier and services that suits to their budget and needs of service, and agree with the term and condition of the services. Our mission is to provide quality services with reliable, convenient, and affordable door-to-door shipping solutions available.
  The customer ************************* booked to ship two of his packages from ************ to ******** with ***** Ground services, under tracking #************ and #************. Customer was provided with insurance and cancellation terms during insurance section for the booking process. Our insurance terms states that insurance only covers loss for missing package in transit,and does not cover any cosmetic damage on luggage, bags, and boxes as it is considered ad packaging material. Scratches, broken wheels, zippers, and handles, etc., are not covered by insurance. Customers need to confirm the insurance before the order can be completed. And if there is any claim that needs to be filed, we will be assisting customers to file with *****, as ***** is the party handling the packages. The result of the claim is subject to *****s claim department investigation and ***** makes final decision of the claim.
  ***** had picked up the packages on 10/18/22 and delivered it on 10/20/22. The customer came back to us informed that the handle was damaged, and we informed the customer that it is not covered by the insurance. As customer is our top priority, we still spent our time and efforts gathering information to file the damaged claim with ***** for our customer. However, the damage claim was denied by *****s claim department.
          In conclusion, we work hard and dedicated to our service and customer satisfaction is our goal. However, like every business, the service is limited to terms and conditions agreed upon, and the result of the damage claim is subject to *****s claim departments final decision. Your kind understanding and considerations are very much appreciated.
  
  Kind Regards,
  ******* ** ****
  *** ********** ***
  ********* ** *****

  Customer Answer

  Date: 11/04/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   I was actually not ever given any info about their basic insurance coverage aside from the fact that it existed, and regardless a company whose sole purpose is to ship luggage should not allow for the luggage their customers entrust them with to regularly be damaged in transit. At the very least their preparation instructions should reflect the shipment carrier's policy, ie don't explicitly tell the customer to not put their ********************** in a box when the carrier considers that improper packaging. Ultimately luggage to ship's negligence in adequately informing and preparing their customer about/for the shipment process caused me these damages and I should receive compensation for that.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *************************