Anonymous
map-marker Garden City, New York

Bait and switch - deceptive marketing practices

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LugLess uses billable weight vs actual weight. Billable weight invariably results in a calculated weight that is two times if not more than actual weight. I initial paid $167 to ship three snowboard bags and then ended up with an additional $205 charge. The definition of billable weight is only disclosed, and buried, in a 14 page terms and conditions document. Do not use their service, and if you do expect to pay more than the advertised rate.
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User's recommendation: Do not use LugLess

chris Nny

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Verified Reviewer

Lugless charged me insane fees

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I paid around $50 dollars to send a bag with Lugless, including the support package. The same bag home weighted in at the Delta counter at 53 dollars and they charged my 30$.

Why oh why did I not just use the airline. The massive hidden catch with Lugless is that they use Fedex 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 Fedex took were incorrect. Still, Lugless passes on the fees to me and points back at Fedex if you'd like to make a claim, which of course Fedex denied.

I find it unacceptable that Fedex 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

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Loss:
$290

Preferred solution: Price reduction

User's recommendation: Can not advise more strongly to stay away from Lugless with any bags that run the slightest risk of being oversized or overweight.

Aman A Yzj

I have used lugless thrice, excellent

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They are just the brokers where actual work is done by fedex, ups etc. But easy service on their website if one knows what they are saying yes to.
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Steve D Lrl

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Verified Reviewer

Bait and switch thieves!!!

DO NOT use them. The scam is the shipping company will charge you for additional handling upon drop off and another oversized fee after delivery. LugLess will deny any claims. We ended up spending $70.00 to ship skis when the original quote was $35.00. Shamefully dishonest!
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Loss:
$35
Cons:
  • Everything about them

Preferred solution: Price reduction

User's recommendation: Run the other way.

Suzanne B Tot

Change drop off day

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I was able to change the date. I was able to change the date. Thank you for the directions on how to do that.
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User's recommendation: Good experience so far.

Anonymous
map-marker Fairfield, California

Worst customer service. I had a damage and they don’t even pay back 30% of your loss.

LugLess - Worst customer service. I had a damage and they don’t even pay back 30% of your loss.
I reached out for help. They communicated few times but with no help further with damaging my good and missing items.
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Christiana P Fxw

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Verified Reviewer
| map-marker New York, New York

Lost luggage

On July 10, 2023 you received 2 luggages from me to be shipped from 106 sierra Dr, Pittsburg, Ca to 4102 Link Ave, Nottingham, MD. On July 17, only one luggage has been received.

I have yet to receive the other. When I shipped my bags through you, I was told the insurance is 700.00. Now that you are aware and have evidence that my bag did not make it to its final destination, you have not given the amount.

Please send my check or money order to: Christiana Caphart at 4102 Link AVe., Nottingham.

If I do not receive this by the 15th of this month, I will report you to the better business bureau and have my lawter sue you for damages. Thanks!

Christiana Palma Caphart (tracking# 780784****45 and claim # GWFH2Y)

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User's recommendation: DO NOT SHIP WITH THEM. USE UPS OR FEDEX DIRECTLY BECAUSE WHEN THERE IS A PROBLEM, THEY WILL SEND YOU TO THE SHIPPER SND THE SHIPPER WILL SEND YOU BACK TO THEM!

Anonymous
map-marker Arlington, Virginia

Fraudster

I need you to not process this shipment. And you need to confirm the pickup ID of the person that they need to use their credits or debit card. Abiola- Ariyo Balogun still my card to pay for her luggage from Dallas to Baltimore.for future protection please use the verification in any process of debit or credit card.
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Anonymous
map-marker Baltimore, Maryland

Monitor screen broken

LugLess - Monitor screen broken
LugLess - Monitor screen broken - Image 2
The box was mentioned fragile in bold letters. I specially told them to handle it with care as it had monitor screen in it. It has been delivered broken. Other items in the box came broken as well.
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Anonymous
map-marker Chestnut Hill, Massachusetts

Lost golf clubs

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My clubs were picked up in Marco Island on June 1, we're supposed to be delivered to New Hampshire by June 5 or June 7 at the latest. Legless is impossible to get in touch with.

They pushed me off to FEDEX who they had subcontracted to. Even though I have a claim in with FEDEX, no one is reaching out to me. Today is June 21 and I was assured by a conversation with the FEDEX rep yesterday that I would hear about and get some resolution today. It's 5 o'clock I've heard nothing.

To top it off the value of my clubs, shoes, shoe bags, rain, suit, travel, bag, and golf bag amount to $3100.

Not to mention the sentimental value of all of the markers that I've collected.

I've been told that the payout on my claim Will be $100, and then another email told me the maximum amount was $700. Needless to say, I am thoroughly disappointed, aggravated and PO'd at both Lugless and FEDEX

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Anonymous
map-marker Campton Lower Village, New Hampshire

Still no word. Still no golf clubs

Still no word- Still no golf clubs! Clubs were scheduled to be delivered June 5 A claim has been filed with Lugless as well as FedEx It's like no one cares!!!
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Stephen L Rsq

Check to see if I paid

Have been given the run around about shipping my golf clubs. Would love to have a phone number to speak to a human
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Preferred solution: A phone number so I may speak to a human

User's recommendation: So not use this company

Anonymous
map-marker Delray Beach, Florida

Awful company. They are fast taking your and slow on delivery. Took 3 weeks to ship skis from MA to CO. Promised a 5 day turnaround. No customer support at all.

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Promised to deliver skis in 4-5 day. Took 15 days. Had to rent skis for over 1000.00. No refund or accountability. DO NOT USE!!
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Nahshon Xty

Hello, I need to talk to LugLess customer...

Hello, I need to talk to LugLess customer service, I need the number to call them, I accidentally made two payment at the same time for one box
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Anonymous

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Verified Buyer
| map-marker New York, New York

Bad service, worst customer service

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LugLess - Bad service, worst customer service
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LugLess - Bad service, worst customer service - Image 3
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Lugless is one of the worst shipping options I've used. At every step of the way, they kept upselling me on services.

I purchased the most expensive package because their rep convinced me that it comes with better customer support and higher coverage.

My luggage was late in arriving, to begin with. When it did finally arrive, it was damaged beyond repair. There was industrial oil all over the suitcase and was broken in several places. The oil had seeped into the suitcase and damaged clothing as well.

When I opened a claim, lugless tried stonewalling with delayed responses and phone numbers that wouldn't be answered.

Then they asked for pictures several times.

At the end, they denied the claim on frivolous, made-up grounds.

I'm not dropping the matter here but wanted other customers to be aware of this unscrupulous, disrespectful company.

Check their rating and reviews on the Better Business Bureau site before you use them! https://www.bbb.org/us/ny/albany/profile/travel-services/lugless-0041-2********/customer-reviews.

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User's recommendation: Do not use them unless you want all your stuff damaged

Bhagya G Rih

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Verified Reviewer
| map-marker Aurora, Illinois

Cancellation for Delivery

Hello, Iam expecting refund for cancelled delivery.I am a student here due to my health reasons I could not travelled to the delivery destination where my luggage shipment was cancelled. I request you to please understand on valid reason at my reason and looking forward for refund which will help me at my situation right now . Thank you Bhagya
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