“I feel compelled to write about the experience we had with Lugless so you can warn other families and prevent yourself from using them. Fedex lost 7 large shipping bags which contained practically everything my kids owned. It was extremely difficult to contact Lugless because you can only reach out to them via email and they don’t have a phone number. Not only did they not take any responsibility for their part in this mess, but they did the absolute bare minimum with regards to finding our bags through FedEx and had no ability to influence FedEx or intercede with FedEx to find our bag. I finally got a hold of them through email and it would sometimes take days if not weeks to respond. I’ve been dealing with them for months now and was disappointed to find out they Lugless had only reached out to fedex about 1 of the 7 bags. After going in circles trying to figure out what to do with Lugless, FedEx reached out to me and told me they would pay for the 10,000 dollars worth of stuff in the shipment if Lugless signs a waiver to have FedEx work directly with me. Lugless would not sign the waiver unless I sign an NDA to prevent me from telling others about the mess they have caused. At this point, I don’t want to sign the NDA and want to tell tell others to stay away from using them because it is an awful company with absolutely terrible service.”
“I shipped 5boxes through lugless and 3 came damaged and 1 is missing and they take no responsibility, use them only if you're shipping something that you can afford to lose as they will not be responsible even if something happens to the package.”
“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.”
“The setup was easy and dropoff was easy. However, DO NOT BE FOOLED BY THE EXTRA COVERAGE…IT’S A SCAM. IT DOES NOT COVER DAMAGE TO THE BAG (HANDLES, ZIPPERS, ETC). But luggage is no longer secure or operable if the zippers or handles are broken,right? My hard-sided golf case is a great protective piece of luggage. I paid for upgraded insurance to cover the clubs and the bag. Everything made it to the destination, but my $280 golf case now has a broken handle and zipper. I went to file a claim to replace my travel case and I was DENIED. LugLess excludes the handles, zippers, wheels…BE CAREFUL. They suggested I put the entire golf bag in a BOX. Lol! The darn thing is a big travel box for golf clubs! LugLess will get your things there, but beware of the UNCOVERED DAMAGE whether you paid for coverage or not.”
“They add zero value to the process. It would have been easier to ship myself.
Any company that hides from its customers is a no go for me. You can only contact them 8-5 weekdays. And if you want to call them, it costs $12. Absolutely useless.
Ship your bag yourself. They offer no advantage and many disadvantages.”
“I shipped my packages with them. They were shipped to the wrong address because they said that Fedex did not have the address and 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 beat 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 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 after for mistakes made by them. They credited it, blaming FED EX, 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?
(I SAW THAT THEY DO THIS TO OTHER CUSTOMERS, IT IS A PATTERN- PER REVIEWS.)”
“LugLess uses FedEx to ship your suitcases but they take no responsibility. If you send it directly with FedEx, they will take responsibility three out of my four suitcases made it to my vacation place one of them is lost and has not failed. LugLess is not helpful at all, they just told me to reach out to FedEx.
In addition, FedEx will pick up from your location for no extra charge and LugLess charges you extra to do it”
“I shipped my family’s skis for a ski trip only the have FedEx ‘misplace’ the skis for 2 weeks. I incurred $1000 in ski rental fees as a result. Lugless is just a broker with a slick website and an easy way to make a payment for shipping. There is basically zero support if something goes wrong and they have extensive legal disclaimers that absolve them of any responsibility. I have been very disappointed with the experience and would caution others when considering doing business with lugless.”
“This company will gaslight you into thinking you are the problem and will change their policy along the way as you speak to them. Their website is hard to navigate and nothing is straight forward. They are a middle man I would find a different way. Even airlines are more reliable and take accountability better than these people.”
“I have shipped with LugLess at least 4 times before, and have never had any issues. With my latest shipment, I received a "shipping adjustment" notice about 20 days after delivery, and was extremely confused.
When I had initially dropped off my bags, the FedEx agent had weighed them right in front of me, and had acknowledged my bags were within the weights I had paid for. Even in this email notice, I saw that they had mislabeled which one was a check-in and which was a carry-on, which made my "carry-on" 25 pounds overweight.
The same day I received this notice, I contacted them immediately, and initiated a claim within 7 days of receiving notice, as listed in their policy. After this, there was absolutely no follow-up and about a month later, I got another email exactly the same as the first shipping adjustment asking me to pay. I assumed this was a mistake since I hadn't received any follow-up yet, and because there was just clearly an issue from their/FedEx's end.
After I reached out to them again, for an update, I was just told that FedEx denied my claim despite the fact that I uploaded pictures showing proof of the bag I had mailed and it's dimensions. There was no proof on FedEx's end. I would have hoped LugLess would then advocate for me as a customer, but their customer service agent Grace has been sending a version of the same email over and over again just asking me to pay an excess fee.
One of her points: "We can appreciate your frustration and understand FedEx's measurement may be incorrect. They use lasers and scales throughout their facilities as your luggage is in transit, and sometimes the measurements they take have the potential to be inaccurate." Despite this acknowledgement, they are unwilling to understand the situation and budge.
I can't understand the rationale for paying extra when I was within the correct weight range (with proof in the email to show for it!) and am so stuck on what to do now.”
“CAUTION: AVOID THIS COMPANY!
I had the unfortunate experience of using this company for FedEx shipments. To put it bluntly, it was a nightmare. One of my packages went missing, and several of my belongings, including plastic containers, were severely damaged during transit.
What makes matters worse is their shocking refusal to provide any assistance when I needed to initiate a claim for the lost package. This left me in a helpless situation, as my claim with FedEx was denied on the grounds that Lugless was the shipper.
Even if you've purchased their coverage plan, they will go to great lengths to reject your claims, thanks to the fine print in their terms and conditions. They are remarkably adept at hiding key details, making many items ineligible for coverage. For instance, their website's Q&A section fails to mention that small wood furniture cannot be covered, but this critical information is buried in the depths of their terms.
To spare yourself from similar ordeals, I strongly advise steering clear of this company and exploring alternative shipping options.”
“We contracted with lugless to pick up and deliver our kids’ camp trunks. We purchased the most expensive option so the bags would be picked up and we would have a higher level of customer service. The bags were never picked up, we received a notification from lugless that FedEx was unable to pick up the bags, and that was it. The only reason we received our bags was because myself and the camp ensured FedEx would pick them up. Lugless then charged our card for additional fees and offered us a $40 credit.”
“Horrible. Not transparent about fees at all. They give you an easy drop down menu to categorize your luggage, then bill you extra after the fact. And claim that FedEx or whatever 3rd party shipped your stuff, has charged more. Total rip-off and customer service is terrible”
“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!”
“Me and my sister were relocating and used this at the same time when a friend suggested it for us. My sister's check-in bag was broken and my 2 check-in bags are lost. It was a pretty bad experience, they say that carrier guarantees, for which I have paid extra money for insurance and still lost my check-in bags. The customer support is not at all supportive and gives vague responses. It is worth spending some extra amount and sending it via UPS directly rather than using lugless. I feel it should be named as USELESS instead of LUGLESS.”
“LugLess helped my mom with a contactless travel experience when she visited us over the Christmas holiday. The communication was great and the price was even better. Here luggage (full of gifts and clothes) arrived on time and in good condition. Thanks LugLess team!”
