LugLess

I recently used Lugless for the first time 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.

I shipped my packages with them. They were shipped to the wrong address because they said that FedEx did not have the address, so I was charged for the updated address which was incorrectly input.

I then showed proof that I had put the correct address. My boxes were sent to the wrong address, and I had to track them down since they appeared delivered. The boxes were opened and beaten up. I paid for additional insurance.

After I provided evidence of their mistake, I was given a 60 dollar credit. (LIKE I WOULD USE THEM AGAIN?) I then put in a claim for the missing and damaged items they were aware of. After communicating with them about how I was sick and had to track down the boxes and itemize the missing items, I provided all the evidence: pictures of the beat-up boxes, and damaged items with the bills. Before even reviewing the claim, they denied it.

I then told them they had sent me an email saying the claim was still open. After I addressed it, they apologized and said they would review the claim. Within minutes, they said that they did not cover these items. They only cover clothes.

Why did I purchase this insurance? They said they were transparent about this 'fine print'. The thing is, independently of the coverage, they are responsible for shipping my boxes to the WRONG ADDRESS. They charged me additional fees for this, and then I had a load of missing items.

They were 'sorry' but not accountable. They are not worth the trouble because they are unhelpful and grossly incompetent. Also, it was deceptive to CHARGE me for the error. They also said I cannot claim issues through FedEx since I purchased insurance through them.

They literally charged me a MONTH later for mistakes made by them. They credited it, blaming FedEx, and then are not taking responsibility for shipping my boxes to an address I did not provide. How is that fair? How is that legit?

They are incompetent and deceptive. Borderline-fraud. They skim with these made-up fees. Meanwhile, they only cover clothes and sports equipment.

What is the point of shipping with them when anywhere else is more reliable? They do this to customers; 'fake fees' a month after.

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

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)