“Buckle up, because this company failed me at every step
1. Wrong shipping service: Lugless acts as the middleman & contracts carriers like FedEx. I paid for a delivery timeline requiring expedited service, yet Lugless entered my shipment as FedEx Ground making my guaranteed delivery date essentially impossible
2. Incorrect weight: My suitcase was approx 70 lbs & I paid for the category covering bags up to 75 lbs. Lugless entered it with FedEx as only 18 lbs. I was told this was for Lugless’ billing purposes & would be adjusted later. Regardless, they gave the carrier inaccurate information about a 70lb shipment, creating avoidable logistical issues.
3. No monitoring or urgency:My suitcase sat about 30 minutes from my home for 36 hours with NO movement. Lugless did nothing & told ME to contact FedEx. I paid Lugless—not FedEx—for this service. The bag then sat near my destination for another 2 days, arriving at the local FedEx facility Wednesday evening and not leaving until Friday.
4. Terrible communication:Multiple voicemails went unanswered for days. Emails were slow, when my luggage was past its delivery date. The only quick response came when I asked someone to CALL me after delivery only to immediately refuse. I repeatedly asked for communication & help, not compensation.
5. Insulting “compensation” I spent 3 days in the same clothes without my essentials & approximately $300 on basic necessities so I could continue working. Lugless sent a $20 credit for a future shipment. There will obviously be no future shipment
The experience was unacceptable: bad “service”, inaccurate information, prolonged delays, zero proactive assistance, poor communication, & no meaningful resolution
I paid Lugless to transport my luggage. I should never have had to chase down their contracted carrier myself. If Domino’s delivers a bad pizza, they don’t tell you to call the company that manufactured their oven
Honestly, you’d be better off sending your suitcase by pigeon carrier”
“Used Lugless to ship 2 sets of golf clubs from Florida to Colorado. The price was right and the shipment arrived on time. Now 2 weeks later I get an adjusted price from Lugless equivalent to my original charge! Now I’m responsible for filing a claim! It’s almost not worth the effort for $100! Theses were 2 standard golf travel bags! So how could the price double. Obviously I will never ever use this company again!”
“Extremely disappointed with LugLess.
We have used LugLess multiple times over the years and specifically purchased additional insurance for a recent shipment because we wanted peace of mind in case something went wrong.
Unfortunately, our suitcase appears to have been exposed to significant moisture during shipping/storage. When the contents were later unpacked, numerous clothing items, shoes, bags, and even the suitcase itself had widespread mold/mildew contamination, visible spotting, and strong odor. Many of the damaged items were newly purchased.
I was traveling at the time of delivery and not physically present to inspect the shipment immediately. Once the extent of the damage became known, I contacted LugLess and spent HOURS documenting everything: photographs, receipts, proof of value, itemized inventory, and even video evidence.
After investing all of that time and purchasing additional insurance, I was ultimately told my claim would not be processed due to a 15-day reporting deadline.
While I understand companies have policies, this experience was incredibly disappointing as a loyal repeat customer who acted in good faith and responsibly purchased coverage specifically for situations like this. I genuinely expected better customer service, more flexibility under unusual circumstances, and at minimum a more thoughtful review process.
My advice to anyone using LugLess: inspect your shipment immediately upon delivery, document absolutely everything, and understand the claims deadlines very carefully — because even if you purchase extra insurance, you may still be left without coverage.
Extremely disappointing experience. Or better yet, use another company instead!”
“I used Lugless to ship my golf clubs in a golf travel bag I bought on Amazon from Corvallis OR to Phoenix AZ. I was charged $66 and the clubs got to my house in 3-4 days in good shape. About 3 weeks later, I received an email from Lugless saying my bag was too big per FedEX and they charged my credit card another $207 for a total of $273. What a major disappointment Lugless is.”
“LugLess did not handle my package properly. Many of my kitchenware items, including steel and copper vessels, were delivered with scratches, and the package itself arrived broken, repacked in a different box, and with items missing. When I filed a claim, LugLess rejected it, stating that their insurance only applies to clothing and sports equipment.
This was extremely disappointing, especially since I had paid extra for insurance that turned out to be useless. If insurance doesn’t cover common household items or even missing items, what real protection does it provide?
I strongly recommend avoiding LugLess. And if you must use them, do not waste money on their insurance — they will not honor it.”
“Worst service. Never ever use it. They will not deliver your bags/boxes safely. They don’t even give a claim even if you buy Essential plan.
Don’t use it. They keep on sending emails and take weeks later they come up with sorry we cannot give the claim.”
“This company is a scam. We shipped 5 boxes and one of them was repacked with half the items missing. Thousands of dollars worth of personal items. They refused to investigate the matter, refuses to cover any loss, and hid behind a policy of only covering loss on clothing and personal equipment. They outright stole things from our box and blatantly refused to do anything about it. Do not use this service.”
“The drop off point would not accept the scan code. However, Lugless website directed me to the FedEx location. I had to drivanother 6 miles to drop-off the golf bag.
A week after I returned Lugless billed me an additional $49 stating Fedex charged more than the quote. I personally weighed & measured my standard travel golf bag prior to dropping off. I was very disappointed with the whole process. I do not recommend Lugless.”
“We shipped 10 bags within the US and one got lost. We tried FedEx who could not track the bag. All Lugless could tell us was we were not eligible for any reimbursement. There was nothing about them trying to figure our where in the process it got misplaced. FedEx and Lugless keep tossing us back and forth and no one is taking responsibility for the lost bag. Most disappointing.”
“We shipped 10 bags within the US and one got lost. We tried FedEx who could not track the bag. All Lugless could tell us was we were not eligible for any reimbursement. There was nothing about them trying to figure our where in the process it got misplaced. FedEx and Lugless keep tossing us back and forth and no one is taking responsibility for the lost bag. Most disappointing.”
“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.”
