“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!”
