Customer ReviewsforLugLess

I used Lugless for the first time earlier this month to ship 3 suitcases from MD to NY. First, my 3 suitcases were misplaced, instead of Lugless trying to locate them they were unresponsive to my concerns and just fobbed me off to UPS (their partner). Second, it took 10 days of calling daily in search of my suitcases before they were delivered (for what was supposed to be next day delivery). Third, one of my suitcases was delivered, damaged beyond repair and Lugless refused to replace it. UPS claims Lugless did not follow its rules and they should be responsible. Lugless is a horrible company all-around with an appalling customer service ethos. Stay away from them.

Great scam!!!! They offer different packages of "insurance", however when you upload the claim, they say that they will not cover the first 100 usd. However, that is not shown when you are buying their service, STAY AWAY FROM THIS SCAM!

Pathetic and money swindlers. 200$ lugguage was dented in transit. I bought the higher priced plan for insurance but my insurance denied because the luggage was not packaged. I asked them how a package prevents dent no answer. So basically you overpaid for insurance and denied on non logical grounds. + even if you pack the luggage, you will over pay on size change. You are losing money one way or the other. DO NOT USE THEM

I paid around $50 dollars to send a bag with Lugless, including the support package. The same bag home weighted in at the ***** counter at 53 dollars and they charged my 30$. Why oh why did I not just use the airline. The massive hidden catch with Lugless is that they use ***** who can measure the bag after you drop it off, then charge fees they never told you about. I received an email weeks later that my 53 pound bag was over 90 pounds in Dimensional Weight, thereby costing an extra $96 dollars in overweight penalities and an extra $146 for a "Large Package Charge with Peak Surcharge." I remeasured the bag and found that the measurements ***** took were incorrect. Still, Lugless passes on the fees to me and points back at ***** if you'd like to make a claim, which of course ***** denied. I find it unacceptable that ***** and Lugless can collude to charge these extraordinary fees without advising the customer before hand, and then point back at the other and say their hands are tied. Can you IMAGINE paying almost $300 dollars to ship a bag across the country when I can pay $30 for the airline to do it? What kind of a business model is that? Not one that will work for very long I'm sure

Lugless lost my bag. They put my label on a bucket of paint and sent it to me in its place! In the initial investigation they did not find my bag. After that they did an additional investigation to check warehouses but could not find it. This took more than 15 days and when I filed a claim they said it has been more than 15 days from my delivery so I won't receive anything. Really disappointing service.

They lost my daughter's luggage. And you cannot speak to someone on the phone ever to get assistance in filing a claim. I would give O 0 stores if possible...

Awful experience. My wife’s snowboard gear arrived a full week after it was promised, essentially ruining our ski vacation. Lugless was of little help and didn’t offer any information beyond what we could see on the FedEx tracking site. What’s particularly frustrating is my skis/boots arrived (two days late) to Whitefish MT and that same day her snowboard was in Glendive, MT, a few hours away. The next day it was in Sacremento, CA - absolutely unforgivable! Lugless was quick to throw FedEx under the bus and blame the weather or a damaged bar code (neither of which was true). Lugless offered no assistance and basically refused to expedite the snowboard to us by changing the delivery to next day, two-day or Saturday, despite FedEx saying that ONLY Lugless could have requested such a change. My guess is Lugless didn’t want to incur additional shipping costs. Meanwhile we were out for travel, lodging and lift tickets while the snowboard was traveling the western US. Next trip we’re taking our gear with us on the plane. We’re bound to have have more cooperation, leverage - and empathy - from the airlines.

It’s a trick. I was originally charged $58, but a month later received a new bill for $240, which included a “peak surcharge” that was not disclosed. Additionally, I was told that one bag was 5 lbs over, but was charged for the first 20 lbs a second time, and was told my other bag was 95 lbs. yeah right, I can’t even pickup a bag that weighs that much. No notification of this when I shipped it. So even if the bags weren’t “overweight “ I still owed another $174 for the peak surcharge!!! I should’ve known better. Never again.

terrible customer support. They do not support phone calls. You can only contact them via Email.

Left our suitcase sitting on top of our Brooklyn stoop without telling us it had arrived - didn’t ring the bell, didn’t call, did nothing.