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Experiences
Driver endangered customer and others on the road.
Business reply on Google
Hi Ron, I'm truly sorry to hear about your experience on the road with one of our vans. Safety is our top priority, and this behavior is unacceptable. We appreciate your feedback and would like to look into this further. Please send an email to support@lugg.com with any other identifying information you have about the van, and we'll investigate and discuss further there.
Unexplained charge and lack of communication regarding a $45+ charge.
Business reply on Google
Hi Syd, thanks for taking the time to review your Lugg. We're so sorry for any confusion regarding billing and for any delays in receiving a response from our support team. As you noted in your review, the destination for your Lugg was a dump. Most dumps will charge a dump fee, which will be billed to you once the Lugg is completed. That is most likely the additional charge that you're seeing. However, our team will follow up with you ASAP in case you have any additional questions or concerns.
Delivery never showed up and did not inform customer.
Business reply on Google
Hi there, thank you for your review. We are sorry to hear we were running late to your Lugg and that you do not find our support team helpful. Should you have any other concerns, please email us at support@lugg.com and the team will be happy to assist.
Charged double the quoted price
Business reply on Google
Hi there, thank you for your review! We are sorry to hear your Lugg total was higher than expected. Please email us at support@lugg.com, and the team will be happy to review your bill to ensure it is correct. We hope to hear from you soon!
Charged for idle labor due to delayed second team.
Business reply on Google
Hi Katelin, thanks for taking the time to rate and review your recent experience with Lugg. We are so sorry to hear that your Lugg teams did not arrive at the same time. I can see that you've reached out to our Support team, and they'll be following up with you via email to refund the wait time and make things right with you.
Delivery price went above estimate due to additional labor minutes
Business reply on Google
HI Jaliya! Thank you for your review. We are sorry to hear that your Lugg total was higher than expected. Please email us at support@lugg.com and the team will be happy to review your bill. We hope to hear from you soon!
Lugg provided a vehicle too small for the move and refused a refund.
Business reply on Google
Hi Dee, thank you for your review! When booking, we ask our customers to look at the size of our vehicles and book the size needed as we do not choose which vehicle to send for the customer. With that said, if we were not able to complete your Lugg, you should not have been charged. If you were charged, please follow up with us at support@lugg.com and the team will be happy to look into it.
Delivery was 4 hours late
Business reply on Google
Hi Jennifer! Thank you for your review! We are sorry to hear we were late to your Lugg as that is certainly not the experience we strive to provide. We see you were able to get in contact with our support team and that a credit was added to your account to discount your Lugg. If you have any other concerns, please follow up with us as we would be happy to help.
Staff showed disrespectful and rude behavior toward customers
Business reply on Google
Hi Seongyu! Thank you for your review! We are terribly sorry to hear about your experience. We see our support team has followed up with your email and we hope we were able to make things right. Should you have any other concerns, please let us know!
Overcharged for a furniture delivery service
Business reply on Google
Hi Goldy! Thank you for your review! We are so sorry to hear about your experience and that the crew did not follow your specific instructions. If you'd kindly email our team at support@lugg.com, they would be happy to address any concerns you may have and make things right with you. We hope to hear back from you soon!
Lugg overbooked and assigned a crew 2 hours after booked time.
Business reply on Google
Hi Lili! Thank you for your review! We are so sorry for the delay and any resulting inconvenience. We encourage you to send an email to support@lugg.com. They would be happy to address any concerns you may have and make things right with you. We hope to hear from you soon!
Movers unable to handle heavy appliances; customer unable to reschedule online.
Business reply on Google
Hi Aundrea! Thank you for your review! We are sorry to hear we could not move your appliance with a singe crew. Our weight limit of 200 lbs per crew per item is listed on our website and items over this limit require addiontal Luggs to be booked or adequate help be provided. Our support team has followed up with you via email so please get back to us there if you have any additional concerns.
Customer waited 1.5 hours for item pickup and transport.
Business reply on Google
Hi Coleen! Thank you for your review! We are sorry to hear we were late to your Lugg and that your crew did not have the supplies we offer. Our support team has followed up with you via email and we hope we were able to make things right. Should you have any other concerns please let us know!
Overcharged for loading and unloading time
Business reply on Google
Hi there! Thank you for you review! We are sorry to hear you were overcharged for labor during your Lugg. Please contact us at support@lugg.com and the team will be happy to review your bill and make any necessary adjustments. We look forward to hearing from you!
Hidden fees charged for service, much higher than quoted
Business reply on Google
Hi there! Thank you for your review! We are sorry to hear your Lugg total was more than expected. We do our very best to be as transparent as possible regarding the way we bill as this information is communicated via our Lugg FAQ, during the booking process, and the confirmation email you receive after scheduling your Lugg. With that said, please email us at support@lugg.com and our team will be happy to review your Lugg bill.
Charged three times for a cancelled booking, charges not refunded
Business reply on Google
Hi Ben, We're very sorry to hear about the frustrations and confusion you've experienced with our service and the interaction with our customer service team. At Lugg, we aim to provide supportive and effective customer service, and it's clear we've missed the mark in your case. We sincerely apologize, especially for any inconvenience caused by the billing issues and the communication with our team. Please allow us to clarify that Lugg does not charge for services until after a Lugg is completed. What you're seeing likely are authorization holds placed at the time of booking, which are standard practice to confirm the payment method is valid. These holds are not actual charges and should fall off within 3-5 business days, depending on your bank's policies. We understand that seeing multiple holds for the same amount can be concerning, and we want to assure you that we're committed to resolving this matter. Since it appears there has been a miscommunication, we encourage you to reach out to us directly at support@lugg.com with the details of your situation, including any proof of the charges and the phone number linked to your Lugg account information. This will enable us to investig
Movers dumped an old mattress in a local park
Business reply on Google
Hi Danny, Thank you for bringing this matter to our attention. We want to assure you that we take such reports very seriously, and we have already launched an investigation into this incident. Lugg is committed to responsible and safe service, and what you've described does not align with our standards or values. We're taking steps to address and correct this situation. We apologize for any distress or inconvenience this has caused in your community. If you have any further information, please don't hesitate to send it to us at support@lugg.com, as it will assist us in our investigation. We appreciate your help in maintaining the integrity of our services. Best regards, Team Lugg
Movers were late, damaged item, and overcharged for service
Business reply on Google
Hi Nurah, We're genuinely sorry to hear about the challenges you faced during your recent experience with Lugg. It's incredibly important to us that our customers have a smooth and reliable moving process, and we deeply regret that we fell short in your case. We understand how frustrating it can be when there are delays, billing discrepancies, and damage concerns. This is not the level of service we strive to provide. We appreciate your feedback and would like to make this right. Please note our Support Team has followed up with you via email regarding your refund and replacement compensation. If you have any further questions, please use that email thread to continue the conversation. Once again, we apologize for the inconvenience you've experienced. Your feedback is invaluable to us, and we hope to rectify this situation and provide you with a better experience in the future. Best, Team Lugg
Movers damaged furniture and overcharged for the service.
Business reply on Google
Thank you, Jim, for bringing this to our attention, and we sincerely apologize for the negative experience you had with our service. We take customer feedback seriously and are deeply sorry for the mishaps that occurred during your move as well as for the damage to your vintage dinette and chair. Our damages team has been notified, and they will follow up with you via email to address the issues with your vintage dinette set and the additional charges. We want to make things right and ensure that you receive proper compensation for any damages incurred during the move. Regarding the pricing, the estimate you received was based on our pricing structure, which includes a base fee plus a per-minute labor charge. You received a complimentary upgrade to a 2-Lugger crew and were not charged additionally for that. We understand that there may have been some confusion, and our team is here to clarify any billing questions you may have. Please rest assured that we are committed to resolving this matter to your satisfaction. If you have any further questions or concerns, please don't hesitate to reach out to our damages team at support@lugg.com. They will be happy to assist you and address a
Compensation check bounced and company is unresponsive to customer's emails
Business reply on Google
Hello Ankush, we are extremely sorry for the inconvenience caused and the poor experience you had with our service. We sincerely apologize for and understand the frustration caused by the bounced check. Our Damages Team has followed up with you today via email and issued a new check to compensate for the damages. We assure you that we will do everything we can to make things right and provide you with the service you expect and deserve. Once again, we apologize for the inconvenience and thank you for your patience as we work to resolve this matter. Should you have any further questions or concerns, please don't hesitate to reach out to us directly at support@lugg.com.