Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/21/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The hidden fees are not listed in the initial purchase.
  
  The drivers regulated routes were not followed.
  
  The refusal for customer service to acknowledge they are inflating prices
  
  A deceptive advertisement is not allowed. When I saw the pre authorized amount of 288 - that was. The price I agreed. They would have to inform me of a new agreement before they can override what I said I would to pay.

  Business Response

  Date: 08/21/2024

  Dear Christian,
  Thank you for taking the time to share your concerns. We value all feedback and would like to address the points you raised in your complaint.
  Firstly, we want to clarify that the price provided throughout the booking process and in your email confirmation is an estimate, which is clearly stated throughout the booking process. This estimate consists of a base fare, which includes the cost of the vehicle, the crew, and the mileage between the pickup and drop-off locations, as well as a per-minute labor rate. In your case, the estimate was $228.16 (base fare) plus $2.02 per labor minute.
  Based on your booking, the crew spent 61 minutes at the pickup location and 38 minutes at the drop-off location, resulting in $123.22 for pickup labor and $76.76 for drop-off labor, totaling with the base fare $429. It's common for the pickup labor to be higher than the drop-off labor, as the crew needs to wrap and protect your items for safe transport. This labor time is carefully tracked via *** from when the crew arrives at the pickup location until the job is marked complete.
  Regarding the route taken, there is no regulated or required route for the driver to follow between pickup and drop-off. Factors such as road closures and construction often dictate the route taken. It's important to note that we do not charge for the time spent traveling between locations; instead, we charge for the distance in miles, which is included in the base fare and displayed throughout the booking process and in your email confirmation.
  We also want to clarify that the price of $288 was never the "agreed-upon price". The estimate provided was $228.16 plus $2.02 per labor minute, as outlined in your email confirmation and every step of the booking process. We have reviewed the transcripts from our support team, and they consistently communicated this information to you.
  We apologize for any confusion and hope this clarifies the pricing structure and process. If you have any further questions or concerns, please do not hesitate to reach out to us at ****************. We are here to help.
  Best regards,
  The Lugg Team

• Initial Complaint

  Date:06/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  You have damaged my TV while moving, see pictures. Upon requesting you, your defense was TV was not mentioned in the move description. It is part of the household items, which was mentioned.

  Business Response

  Date: 07/08/2024

  Dear Srinivas,

  Thank you for bringing this matter to our attention. We sincerely apologize for any inconvenience and frustration you experienced regarding the damage to your TV.
  We have thoroughly reviewed our records and unfortunately, we do not have any documentation indicating that a TV was included in the items moved on October 23, 2023. Additionally, we were first informed of this issue six months after the move was completed, on April 3, 2024.

  As per our policy, damage claims need to be reported promptly to ensure a fair and accurate resolution. 
  Given the significant time that has elapsed, as well as no record of moving your TV, our damage team has reviewed your claim and, regrettably, we are unable to offer compensation for the damaged TV.
  
  We understand that this situation is disappointing, and we truly regret any inconvenience it may have caused. We value your feedback and will use it to improve our services and processes to better serve our customers in the future.

  If you have any further questions or require additional assistance, please do not hesitate to reach out to us directly at *****************
  Thank you for your understanding.

  Sincerely,
  Team Lugg

  Customer Answer

  Date: 07/09/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I have mentioned moving "Household items" that includes TV, and I had raised the complaint in March 2024 itself, but they did not do anything. 
  

  My next step would be to go to small claims court. 

  
  
  Sincerely,
  
  
  
  Srinivas P***********

  Business Response

  Date: 07/09/2024

  Dear Srinivas,

  Thank you for your follow-up response. We understand your concerns and have shared your response with our claims department. Despite the delay in reporting and the absence of a specific mention of a TV in your move description, we want to resolve this matter amicably.

  Our claims department has agreed to offer you a refund of $215 from your Lugg bill as a gesture of goodwill. This amount is the most we can provide given the circumstances and the information available.

  To accept this offer and proceed with the refund to your card ending in ****, please let us know via email at ****************, and we will initiate the refund process.

  We hope this is helpful.

  Thank you for your understanding and cooperation.

  Sincerely,

  Team Lugg

• Initial Complaint

  Date:10/18/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've used this company to deliver my items from my job (IKEA) on August 2nd, 2023. When they arrive the guys was doing nothing but complaining about it's to much and that it was to hot for all of this. Then the one guy was telling me that they couldn't get my refrigerator up my stairs (which was fine) but then when I've looked at my refrigerator after they left they damaged my refrigerator. I've reached out to the company to let them know about this matter. There team reached out to me to inform me that they were gonna refund me my $90 I've paid for the delivery and that send me out a $800 check to resolve the issue. They refunded me my $90 but far as the check they keep saying it was sent out on Sept 26th and I should receive it Oct 13th and if not that day I should wait until Tues Oct 17th. If I didn't get it then I should reach out to them. I've been reaching out to them and haven't been receiving a reply from none of there teams at all. I been requesting a supervisor and manager to see what's going on and still nothing. I been trying to be patient with this company but they are very unprofessional and I will NEVER use them again.

  Business Response

  Date: 05/13/2024

  Dear BBB,
  We are writing in response to a complaint filed by ***************************** regarding her experience with our services on August 2, 2023. We sincerely apologize for the inconvenience and dissatisfaction that ***** experienced during her interaction with our team.
  Upon reviewing the complaint, we acknowledged the issues related to the service and the subsequent delay in the communication and resolution of her concerns. To rectify this, we processed a refund of the $90 delivery fee and issued a check for $800 as compensation for the damage incurred to the refrigerator. We can confirm that the refund was processed, and the check was mailed on September 26, 2023.
  Unfortunately, there appears to have been a delay in the delivery of the check. We have investigated this matter and ensured that the check was indeed sent and delivered on 11/14/23. We are prepared to take further actions necessary to resolve any outstanding issues as promptly as possible.
  For your reference, we have attached screenshots documenting the acceptance of the offer, proof of the refund, and the status of the check's delivery. These documents substantiate our commitment to resolving the matter efficiently.
  The damage case has been marked as resolved in our system. However, we remain committed to ensuring *****'s satisfaction and are open to further dialogue to discuss any continuing concerns she may have.
  Thank you for bringing this matter to our attention. We value the opportunity to rectify any mishaps and improve our customer service.
  Sincerely,

  **********************

• Initial Complaint

  Date:10/04/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Better Business Bureau,I am writing to file a formal complaint against Lugg, a moving service provider, for issues encountered during a recent move on Oct.2nd. The key concerns are:1. Inconsistent Labor Time Documentation: The labor time recorded by the movers did not match the time I documented. At the pickup location, they started at 11:19 am and finished at 1:05 pm, which is a total of 106 minutes. However, they reported 129 minutes for this portion of the move. Similarly, at the destination, they began at 1:25 pm and completed at 3:12 pm, totaling 107 minutes, but they reported 126 minutes. This inconsistency raises questions about the accuracy of the timekeeping, and I feel that I was charged for additional time that was not warranted.2. Missing Piano Piece: I specifically requested that my digital piano be disassembled into three pieces to facilitate the move. Regrettably, the movers forgot one of the piano pieces, leaving it on the dining table. Consequently, my piano cannot be turned on, and I had to make an additional trip back to my old address to retrieve the missing piece, incurring a $69 Uber expense and two hours at night for retrieval.3. Loss of Valuables: During the move, my ******** Sonicare toothbrush, and toothpaste went missing. Despite my efforts to locate it, the toothbrush has not been found, and I suspect it was lost or misplaced during the move.4. Mover Inefficiency: Mover *******'s slow pace and lack of professionalism delayed the move and compromised service quality.Requested Resolutions:1. Investigate labor time accuracy and adjust the bill fairly.2. Compensate for the additional $69 Uber expense incurred.3. Assist in locating the missing toothbrush or provide compensation for its replacement.4. Review Lugg's mover procedures and training for improved service quality.I trust the Better Business Bureau's commitment to fairness and consumer satisfaction. Your prompt attention is appreciated.Sincerely,

  Business Response

  Date: 05/15/2024

  We have received the complaint lodged by our customer regarding their experience with ********************** during a move on October 2nd. We appreciate the opportunity to address these concerns directly and ensure that all parties involved are satisfied with the resolution.
  1. Inconsistent Labor Time Documentation: Upon thorough review and verification of our GPS and time-tracking data, we confirmed that the labor times reported by our movers accurately reflect the time spent from the moment our crew arrived at the pick-up location to the completion of the delivery at the drop-off location. Our labor time calculations include necessary activities that are not always visible to customers, such as finding parking, assessing and securing the items, and navigating through the premises. Despite this, we understand the customer felt overcharged, and as a gesture of goodwill, we have issued a courtesy refund of $50.
  2. Missing Piano Piece: Regarding the missing piece of the digital piano, we regret the oversight by our team. Ideally, we would have preferred to send someone to retrieve the piece had we been informed promptly. Nevertheless, recognizing the inconvenience caused to the customer, we have refunded an additional $100, which covers the $69 Uber expense (taken at the customer's word without a receipt) and provides compensation for the inconvenience.
  3. Loss of Valuables: We take the report of missing items seriously. Following the customer's report of a missing ******** Sonicare toothbrush, we immediately conducted an investigation which involved reaching out to the moving crew directly. They confirmed that the item was neither left behind in the vehicle nor remembered being moved, as the customer informed us it was contained within a small paper bag. Despite our inability to locate the toothbrush, we continue to review the situation and have reiterated our strict policies on handling customer possessions to our team. We ensure regular training to uphold these standards and minimize the possibility of such incidents occurring in the future.
  4. Mover Performance: The alleged inefficiency and lack of professionalism by mover ******* has been addressed internally. We continually monitor our movers' performance to ensure that our service standards are met and exceeded where possible. Our commitment to providing skilled and efficient service is unwavering, and we will take the necessary steps to prevent such occurrences in the future.
  In light of these issues, a total refund of $150 has been processed, which we believe is a fair and substantial resolution to the complaint. We strive continuously to improve our service quality and customer satisfaction, and we hope that these measures adequately address the concerns raised by the customer.
  Thank you for your attention to this matter. We remain committed to providing excellent service and rectifying any issues that our customers face.

• Initial Complaint

  Date:09/11/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 9/2/23 I utilized Lugg's services to facilitate the transport and delivery of a dresser I had purchased from IKEA. My expectations, based on Lugg's publicized reputation for providing dependable and professional services, were unwaveringly high. Regrettably, my experience was profoundly unsatisfactory, and I unequivocally assert that Lugg is wholly liable for the ensuing damages and inconvenience.On the day of delivery, despite inclement weather conditions by heavy rain, Lugg proceeded with the delivery without instituting or adhering to adequate protocols to safeguard against foreseeable weather-induced damage. Consequently, the dresser I received was irreparably damaged by exposure to rain, resulting in extensive water damage that has rendered it aesthetically and functionally useless. My attempts to address these distressing concerns with Lugg's customer support have been met with a disconcerting and obstinate lack of responsiveness. I have made persistent and numerous emails, since they do not have a support phone number, all of which have gone unanswered or lack of resolution. This inexcusable neglect on the part of Lugg exacerbates the egregiousness of their actions and underscores their liability. In light of these circumstances, I categorically assert that Lugg is liable for the entirety of the damages incurred and for the resultant inconvenience and distress I endured. I insist that immediate action be taken to rectify this situation, including: Compensation commensurate with the cost of the original cost damaged dresser, a refund for the total amount paid for Lugg's services, which includes reimbursement for the time spend writing emails and visiting Ikea on countless occasions, due to their negligence, and an official acknowledgment of fault and an actionable plan to enhance their protocols to prevent the recurrence of such incidents in the future.

  Business Response

  Date: 06/11/2024

  Dear ******,
  Thank you for taking the time to share your experience with us. We deeply regret to hear about the issues you encountered with your recent delivery. At Lugg, we are committed to providing dependable and professional services, and we apologize for not meeting your expectations on this occasion.
  Upon receiving your damage claim, we promptly initiated the process to address your concerns. Our records indicate that we began processing your claim for the damaged dresser shortly after you contacted us. However, during this process, you filed a dispute with your bank. As a result, our team informed you that we are unable to issue a refund while a dispute is active. We requested that you withdraw the dispute so we can proceed with your refund and process your damage claim to provide a check for the compensation.
  Unfortunately, we have not received a response from you to our last email or seen any action taken to withdraw the dispute. This lack of response has hindered our ability to fully resolve your claim. We want to assist you and ensure that this matter is resolved to your satisfaction. Therefore, we invite you to follow up on our last email so we may further assist you in processing your claim and providing the necessary compensation.
  Additionally, it is important to note that the dresser was purchased "as is," which indicates that there may have been preexisting damage before we completed your delivery. Nevertheless, we are committed to addressing the issues you raised and providing a satisfactory resolution.
  We value your feedback and are dedicated to improving our protocols to prevent similar incidents in the future. Please reach out to us at your earliest convenience so we can work together to resolve this matter.
  Thank you for your understanding and cooperation.
  Sincerely,
  The Lugg Team
  

• Initial Complaint

  Date:09/08/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On August 3 2023, I was overcharged a total of $302.00 for a moving van that was too large for the job I needed. Even the Lugg movers ******* and ****** agreed that I was being overcharged and promised that I would receive a credit from the company, which I never did. Very disappointed and feel like I was taken advantage of by Lugg. I reached out to Lugg about this on August 7 2023 and on August 8 2023 ***** with Lugg replied and refused to adjust the final total for me.

  Business Response

  Date: 06/11/2024

  Dear *******,
  Thank you for bringing your concerns to our attention. We regret to hear about your dissatisfaction with the charges related to your move on August 3, 2023. At Lugg, we strive to provide transparent and fair pricing, and we apologize for any confusion or inconvenience this situation may have caused.
  After thoroughly investigating this matter, we reviewed the communication between you and our movers, ******* and ******. The text exchange confirms that the correct vehicle size was booked for your job. Our movers do not have the authority to adjust pricing, and any assurances they may have given regarding credits were made without the proper authorization.
  Our website, booking flow, and help center provide detailed information about the dimensions and capacities of each vehicle size. This information is intended to help customers make informed decisions about the appropriate vehicle for their needs. You booked a van, and a van was dispatched for your move.
  Given that the correct vehicle was provided, there was no basis for adjusting the bill. We understand that you also disputed the charge with your bank, and the dispute was ruled in our favor after a review of the facts.
  We value your feedback and are committed to ensuring a positive experience for all our customers. If you have any further questions or concerns, please do not hesitate to reach out to us. We appreciate your understanding and thank you for using Lugg.
  Sincerely,
  The Lugg Team
  

  Customer Answer

  Date: 06/13/2024

   
  Complaint: 20577722
  
  I am rejecting this response because:

  The Lugg Driver agreed with me that the size *** I chose was too large for the items I had. The Lugg driver also insured me that the company would discount me to make up for it.  I am not satisfied with the response from Lugg. They should implement a customer service team that can assist and refund  customers like myself that were caught off hand overpaying for services that weren't needed. I therefore request a full refund. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 06/19/2024

  Dear *******,
  Thank you for your follow-up response. We understand your frustration regarding the charges and the feedback provided by our movers.
  We would like to reiterate that Lugg movers, such as ******* and ******, are independent contractors and do not have the authority to adjust pricing or provide discounts. They are brought onto the Lugg platform to complete moves and deliveries but do not have control over our pricing structure.
  The vehicle sizes and their capacities are clearly displayed throughout the booking process to assist customers in making the correct choice for their needs. You selected a van for your move, and we dispatched the vehicle you requested.
  We have carefully reviewed your email where you mentioned that the movers did not recommend a smaller vehicle. Given that we provided the service as requested, we are unable to issue a full refund. However, as a gesture of goodwill, we have issued a refund of $78.58, which is the difference in cost had you booked the smaller vehicle option (a pickup truck). Please allow 1-7 business days for the funds to appear in your account, depending on your bank.
  We want to assure you that we have a customer support team available 7 days a week to answer questions and assist in real-time. If you have any further questions or need additional assistance, please reach out to us at ******************************** or via the chat feature on www.lugg.com.
  We appreciate your understanding and hope to have the opportunity to serve you again in the future.
  Sincerely,
  The Lugg Team

  Customer Answer

  Date: 06/20/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/02/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired Lugg for moving a china cabinet **** pm July 31, 2023 from **********, ** to *******, **. This order with them is tied to my phone number ************. I entirely disagree with the charge of **** dollars for 45 minutes (**** dollar per minute) of labor at drop off location. During the 45 minutes at this receiving address, there was at least ***** min pause on the job since the two movers forgot some parts of the furniture at the pick up location, and one of them had to go back to the pick-up location to get it. While waiting, the other mover staying behind didnt do much work on the furniture, and mainly waited for his partner to return, and chatting with my husband. In fact, he verbally agreed at the time, the waiting minutes would be deducted from the total labor time since its from error on their side. But in the end, I was still charged for the entire 45 minutes they were here, and they refused to correct it and just told me to contact Lugg by email. I emailed ******************************** the same day, explaining the situation and requesting cost adjustment, but no response.Im willing to let go of the inconvenience they caused for the missing parts and delay of delivery and assemble. But I should by no means be paying for the error on their side. Please help me obtain the adjusted drop off cost from Lugg. I have proof of text message exchange from the furniture seller substantiating the error on their side and the time wasted in between the pick up. These evidence can be provided if needed. Thank you for your attention.

  Business Response

  Date: 06/11/2024

  Dear **,
  Thank you for reaching out and sharing your experience with us. We apologize for any inconvenience you encountered during your move on July 31, 2023. At **********************, we are committed to ensuring our customers receive the best possible service, and we regret that we did not meet your expectations on this occasion.
  After thoroughly investigating your complaint regarding the additional labor charges at the drop-off location, we found that there was indeed a delay caused by our movers forgetting some parts of the furniture at the pick-up location. We understand that this resulted in an unnecessary wait time and appreciate your patience during this incident.
  As a result of our investigation, we have processed a refund to adjust the labor charges accordingly. We are pleased to hear that you have accepted this resolution and noted in your email response that you would update your BBB review to reflect your satisfaction with the outcome.
  We value your feedback as it helps us improve our services and prevent similar issues in the future. If you have any further questions or concerns, please do not hesitate to reach out to us. Thank you for bringing this matter to our attention and for allowing us to make it right.
  Sincerely,
  The Lugg Team
  

• Initial Complaint

  Date:01/29/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The delivery date was 1/19/23. The couch in question was purchased from the **** location at *******************. It was wheeled to the receiving area for Lugg deliveries located in the **** parking lot. It was headed off in good condition, unmarked and dry. The item arrived later that evening at approximately 5:35 pm. It was raining heavily. The couch was brought in by the delivery people dripping wet and soaked. The driver explained it was delivered unwrapped on the open bed of a pick-up truck through the rain. When asked how we complain, the driver told us that he had nothing to do with wrapping the soaked couch and directed me to contact Lugg or the Store. I emailed Ikea corporate and contacted the **** store customer resolution department. **** said to contact Lugg as Lugg was responsible to deliver the couch in the same condition as when it was received at the Ikea location of delivery. I contacted Lugg via email. They requested and received photos of the damaged couch. Lugg was advised the couch cost approximately $1300.00. I emailed Lugg photos of the water-damaged couch. On 1/24/23, the Lugg offered to refund the $68 delivery fee and $600 for the damaged couch. On January 24th, 2023, I replied by email and declined the offer explaining that the was insufficient because Lugg is liable for the total cost of the couch and the delivery fee. I requested the full price paid for the couch and the delivery fee via email. January 26th, 2023, Lugg claims department emailed, offering a $68 delivery fee refund & $1338.71 for the damaged couch on the condition Lugg pick up the item. Lugg requested photos of and a receipt for the disposal. I replied the soaked couch was put out and collected by *** sanitation because it was dripping wet, several days later and it was potentially causing damage or a health hazard. I replied I had no photos or disposal receipt. Lugg is liable and must pay a $68 delivery fee refund & $1338.71 for the damaged couch to resolve the complaint.

  Business Response

  Date: 06/11/2024

  Dear *******************,
  Thank you for sharing your experience with us. We deeply regret the inconvenience and damage caused during the delivery of your couch on January 19, 2023. At Lugg, we strive to provide excellent service and are sorry to hear that we did not meet your expectations in this instance.
  We understand that the couch was delivered in a soaked condition due to it being transported on an open bed of a pick-up truck during heavy rain. This is not the level of care we aim to provide, and we apologize for the oversight. Additionally, we would like to clarify that our crew did fully wrap the couch before transport, as we have photo proof of this. We regret that, despite these precautions, the couch was still damaged due to the heavy rain.
  We apologize for any confusion or inconvenience caused by the disposal process. Although we requested photos or a receipt for the disposal, we understand that the soaked couch was collected by NYC sanitation, and you were unable to provide the requested proof. Despite this, we are committed to ensuring your satisfaction.
  We have provided you with a full refund for the Lugg service and compensated you for the damaged couch. We hope this resolution meets your expectations and sincerely apologize for the inconvenience and distress this situation has caused.
  If you have any further questions or need additional assistance, please do not hesitate to contact us. We appreciate your patience and understanding.
  Sincerely,
  The Lugg Team
  

• Initial Complaint

  Date:01/29/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 16, Lugg was supposed to deliver a mattress. The pickup time was between 4 and 5. At 5, they let me know they had just arrived and would be at my house by 5:40. At 5:45, my driver called to say he was in traffic, and I could either have them come first thing in the morning or reschedule. I opted to reschedule, since I would not be home the next morning. He did not mention, nor was there any indication, that I would be charged the full price for this attempted delivery.I rescheduled. The mattress came just fine. That was when I learned that I had been charged twice. I asked the company for a refund, thinking this was a mistake, and they said, no, because the guys had picked up the mattress, I would still be charged. I told them that the DRIVERS had canceled, not me, and that they had been unable to get to my house at the expected time. They refunded me $45 of a more than $100 charge and refused to do anything else.

  Business Response

  Date: 06/11/2024

  Dear *******,
  Thank you for sharing your experience with us. We apologize for the inconvenience you faced during the delivery of your mattress on January 16. At **********************, we aim to provide reliable and punctual service, and we regret that we did not meet your expectations on this occasion.
  We understand that the initial pickup was delayed, and despite being informed that the delivery would occur later that evening, it ultimately had to be rescheduled at your request. We apologize for any miscommunication regarding the charges associated with this rescheduling.
  Upon reviewing your case, we realized the importance of addressing your concerns appropriately. To rectify the situation, we issued two refunds to your card on file. We waived the first delivery charge of $125 and also covered the cost of returning the mattress to IKEA, which was $110. This resulted in a total refund of $235.
  We hope this resolution meets your expectations and sincerely apologize for any inconvenience and frustration caused by this experience. If you have any further questions or need additional assistance, please do not hesitate to contact us.
  Thank you for your understanding and for giving us the opportunity to address this matter.
  Sincerely,
  Team Lugg

• Initial Complaint

  Date:08/30/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My bank account was charged $251.00 on 8/14/2022. And I didn't charge this. I don't even know what kind of business this is. I have emailed them and not heard a word from them. What can I do to get my money back

  Business Response

  Date: 06/11/2024

  Dear *****,
  Thank you for bringing this matter to our attention. We understand how concerning it can be to see an unfamiliar charge on your bank account, and we apologize for any distress this situation has caused.
  To address your concern, we requested that you confirm the last four digits of your card to help us investigate the charge. Unfortunately, we did not receive a response to this request. Additionally, we searched our system and found no records associated with your email or phone number.
  We recommend that you contact your bank directly to report this unauthorized charge. They will be able to assist you with any necessary actions to dispute the charge and ensure your account's security.
  If you have any further information that could help us locate the transaction or if there is anything else we can do to assist you, please do not hesitate to contact us. We are committed to resolving this issue to your satisfaction.
  Thank you for your understanding.
  Sincerely,
  The Lugg Team
  

  Customer Answer

  Date: 06/11/2024

   
  Complaint: 17798155
  
  I am rejecting this response because:
  Because my email and phone # weren't used when they made the charge. I wasn't aware that you needed a response from me. And I apologize for that. As for the last 4 # of the card used I don't remember. I can look into to it if it's going to make a difference, but if not I won't bother.
  Sincerely,
  
  ***********************

  Business Response

  Date: 06/12/2024

  Dear *****,
  Thank you for your follow-up response. We understand the situation can be frustrating, and we appreciate your willingness to help us investigate this matter further. Our support team replied to two emails from you on 8/20/2022 & 8/29/2022 and we have not received a response. 
  Unfortunately, without the last four digits of the card used, we are unable to locate the specific transaction in our system. Providing these details will allow us to identify and verify the charge accurately, ensuring we can assist you effectively.
  Please reply to this message or email us at ******************************** with the last four digits of the card used for the charge, and we will promptly investigate the issue. Our goal is to resolve this matter to your satisfaction as quickly as possible.
  Thank you for your cooperation and understanding. We look forward to hearing from you soon.
  Sincerely,
  The Lugg Team