Reviews

Review Details

• Review fromAncil T

  Date: 06/28/2025

  1 star
  This is a company that does not care about their employees, they let the customers book jobs that dont meet the criteria, they under pay their employees and expect them to work like animals for next to nothing at the end of the day. They allow customers to book jobs close to the finish time and expect them to drive over an hour to do the job, if they refuse they are fired. Most of the guys have no experience in moving no equipment the do the move so now they are struggling to carry heavy items. They will send a crew to move peoples belongings even though they are tired from working all day then when there are damages they take 35$ from them to pay for the damages. They really dont care about their customers nor their employees. If I can write a bad review about this company every day I will they dont need to be in business. I gave them a 1 start only because I had to choose one they deserve a zero

• Review fromAntonio B

  Date: 03/17/2025

  1 star

  Antonio B

  Date: 03/17/2025

  I worked for them as an independent contractor , worst company I have ever work for, call center extremely rude and unprofessional and if you make a mistake they will not pay you. I had a customer service agent texted me harassing me because I asked to stop texting me, extremely rude cursed at me . Again, worst company *** ever work for.

  Lugg, Inc.

  Date: 03/18/2025

  Were sorry to hear about your experience. At Lugg, we hold our team members to high standards of professionalism and respect, and we take any concerns seriously. Weve reviewed the communication records related to your situation and found no evidence of inappropriate language or conduct from our customer service team. If you have additional details youd like to share, wed be happy to discuss this further. Please reach out to us directly at ******************************** so we can address your concerns.

• Review fromTroy C

  Date: 03/01/2025

  1 star

  Troy C

  Date: 03/01/2025

  We had a scheduled time for movers to help us move as my wife is 7 months pregnant and Im currently on a *** foot. We were given luggers and had them assigned to us along with tracking them on their way. Lugg then proceeded to cancel the luggers after we had already made the trip to storage to meet them. We now have a halfway unloaded storage by ourselves and have waited over an hour for new luggers. Lugg claimed they cancelled the other crew because they found a closer crew hard to believe after we waited this long out here with no update and the previous crew was only 15 minutes away.

  Lugg, Inc.

  Date: 03/07/2025

  Hi ****,We're really sorry for the inconvenience and completely understand how frustrating this situation must have been, especially given your circumstances. Weve reached out via email to make things right and find a resolution for you. Please check your inbox and reply there so we can assist you further.Thank you for your patience, and we truly appreciate the opportunity to make this **********,Team Lugg

• Review fromChristopher J

  Date: 09/10/2024

  1 star

  Christopher J

  Date: 09/10/2024

  This company needs to be investigated ****. Completely unacceptable pay and wages for your time and labor. I was convinced I would be compensated if I completed a job that consisted of 12 flights of stairs with a full sized sofa. After the job was done I was paid $35 and sent instructions on how to request more money. Everyday working for this company has been back breaking with very low pay for the labor provided. **************** is very unprofessional and not helpful at all. All the care about is are you going to keep working. Someone needs to do something about this because Lugg is taking advantage of blacks, Hispanic people and good people ready to work hard and earn a decent wage.

  Lugg, Inc.

  Date: 09/11/2024

  Hi ***********,We sincerely appreciate hard work and want to assure you that we are committed to ensuring all Luggers receive fair compensation for their time and effort. We understand that moving, especially tasks involving multiple flights of stairs, can be physically demanding. Lugg provides compensation guidelines, and if you feel that additional pay is warranted based on the scope of a job, we have a process in place to review and address these concerns. Please reach out to us directly at ******************************** so we can investigate your specific case and ensure your concerns are addressed appropriately.We value the dedication of all Luggers and will continue to uphold our commitment to fair pay and treatment for everyone on our platform.

• Review fromAlex D

  Date: 06/17/2024

  5 stars

  Alex D

  Date: 06/17/2024

  I've used Lugg 10+ times over the last 7 years and have found the experience great! The movers are always professional and go above and beyond. I've used them to move apartments, get a new couch delivered from RH Outlet, and help deliver my e-bike with a flat tire to the repair shop. Will keep using!

  Lugg, Inc.

  Date: 06/18/2024

  Hi ****,Thank you for your glowing review and for being a loyal customer over the past 7 years! We're thrilled to hear that you've consistently had great experiences with our professional movers who go above and beyond. Whether it's moving apartments, delivering a couch, or transporting your e-bike, we're glad to have been able to assist. We look forward to continuing to serve you in the future!Best regards,The Lugg Team

• Review fromHolly P

  Date: 06/13/2024

  5 stars

  Holly P

  Date: 06/13/2024

  I have used Lugg multiple times in different cities across the country (*******, ******, ***) and have always had a great experience. For everything from carrying heavy boxes up 4 flights of stairs, to picking up ******** marketplace purchases, this company has saved my day *and my back* more times than I can count on one hand!! Very happy with the service provided, and I love that I can track the movers on their app. 10 stars!!

  Lugg, Inc.

  Date: 06/14/2024

  Hi *****,Thank you for your fantastic review and for being a loyal Lugg customer across multiple cities! We're thrilled to hear that we've been able to save your day (and your back) on numerous occasions. It's great to know you appreciate the ability to track movers on our app. Your kind words and 10-star rating mean a lot to us, and we look forward to assisting you again in the future!Best regards,The Lugg Team

• Review fromJohn S

  Date: 12/13/2023

  1 star

  John S

  Date: 12/13/2023

  I hated working for this c*** company. The driver was on drugs and he had anger issues and lots of road rage. I tried to get him to calm down and try to do the right thing but he is constantly ******* me to break all sorts of laws just to make a delivery and if I didnt listen to him he was going to fight me. He put his hands on me and I spoke to management about it and instead of firing him they fired me. These people are crooks.

  Lugg, Inc.

  Date: 02/26/2024

  Hi ****,

  
  Thank you for taking the time to share your concerns and experience. We are deeply troubled to hear about the situation you've described. At Lugg, we take allegations of this nature very seriously, as the safety and well-being of all our Luggers are of utmost importance to us. We strive to maintain a respectful, safe working environment and do not condone any form of violence or substance abuse.

  
  We understand your frustration and the severity of the allegations made. However, it's important to us that we address such matters with careful consideration and thorough investigation. We assure you that we take all feedback and complaints seriously, aiming to resolve them fairly and based on a comprehensive review of the circumstances.
  Given the seriousness of your claims, we encourage you to reach out to us directly at ******************************** with any further details, specific incidents, or evidence you can provide. This will allow us to investigate this matter more thoroughly and take appropriate actions to address your concerns and ensure a safe and professional work environment for all.

  
  We are committed to making things right and improving our workplace for all. We appreciate your feedback as it helps us identify areas for improvement and take steps to prevent such situations in the future.

  
  Best,

  Team Lugg

• Review fromMark D

  Date: 10/28/2023

  1 star

  Mark D

  Date: 10/28/2023

  DO NOT USE LUGG.COM / DONT FALL FOR IT FOLKS. . . I used Lugg.com to move and they broke my flatscreen TV - ******* 49" MU8000 Premium 4K UHD. After endless back and forth emails, they only offered $436.00 for it! Even after I asked for a fair value, they would not budge. This TV is ~ $900 - $1,200. Now, granted they charged me $436.00 for the move so I got that money back. But the frustrations, disappointment, anger that they broke my property and not willing to replace it or at least repay fair value is unacceptable. Ive been a loyal customer as well before but that does not matter _ will never use them again.*And they claim:"Each Lugg is backed by a multi-million dollar insurance policy on every item they handle, giving you the confidence that your belongings are safe and secure. We are located in *************, and well-funded by some of the greatest investors in the world, like A ************************* SV ****** and Y Combinator.

  Lugg, Inc.

  Date: 02/26/2024

  Hi ****,

  
  We're genuinely sorry to hear about your experience and the issue with your TV. At Lugg, we pride ourselves on providing a reliable and careful service, and it's clear that in this instance, we fell short of those standards. Understanding the significance of your loss, especially with an item as valuable as your TV, we aim to ensure all claims are handled with the utmost care and fairness.

  
  We value your loyalty and would like to do what we can to address your concerns. Please reach out to us at ******************************** so we may further assist you.

   

  We hope to have the chance to serve you better in the future.

  
  Best,

  Team Lugg

• Review fromDonald m

  Date: 08/21/2023

  1 star

  Donald m

  Date: 08/21/2023

  Switch and bait company Lugg.com was recommended y Manhattan Mini Storage corporate office.I created an account on **********************. I answered their questionnaire regarding all items to be moved and the conditions of my building and the distance. 6 city blocks Lugg gave me an estimate of ****** (2 men) and a choice of vehicle.They said 2 hours for the move.When the 2 men arrived they started moving my items ( pre packed ) to the van. They were slow moving. Then the men drove 6 blocks into ************** Storage and unloaded my items in an empty loading dock.. they spent 1 hour slowly unloading my items and poorly stacked them into unit Over 4 hours..! 2 more hours than required.Lugg will NEVER give you a solid concrete estimate.The customer ( ME ) is at the mercy of how fast they work. A $****** estimate,, turned into $900 plus a tip ! So double the cost! $1100.00 You CANNOT reach a person at this company to discuss your move or something pertaining to you move its all robot chats..CUSTOMER BEWARE! This company is a total rip off

  Lugg, Inc.

  Date: 02/28/2024

  Hi ******,

  We are truly sorry to hear about your experience and the frustration it has caused. At Lugg, we strive to provide clear and accurate estimates and ensure a smooth and efficient moving process for all our customers. It's clear from your account that we fell short of these goals during your move, and for that, we sincerely apologize.

  We would like to clarify that when booking the estimate you are provided does not have an hourly limit. Labor is a variable cost that depends on the length of time you'll need the crew. We never provide a set amount of hours or minutes that we believe the move will take, as it is up to your description to keep the crew for as little or as long as you need.

  We also regret to hear that you found it difficult to reach a live person for support. We offer live support via the chat feature on lugg.com and in the Lugg app, as well as email support at ********************************* Providing accessible and responsive customer service is crucial to us, and we're committed to improving our support channels to ensure our customers can easily get in touch with us when needed.

  We take your feedback seriously and would like to learn more about your move to address your concerns directly and explore ways to make this right. We are committed to resolving this issue to your satisfaction and improving our service based on your experience. If you haven't already, please email us at ********************************* 

  Thank you for bringing this matter to our attention, and we hope to have the opportunity to restore your confidence in our services.

  Best,

  Team Lugg

• Review fromJames M

  Date: 07/17/2023

  1 star

  James M

  Date: 07/17/2023

  They charged me double what I was quoted and damaged my item moving it into my house. really bad service

  Lugg, Inc.

  Date: 02/28/2024

  Hi *****,

  We're genuinely sorry to hear about your disappointment with our service and the issues you experienced with the billing and damage to your item. At Lugg, our goal is to provide transparent, fair pricing and handle every item with the utmost care, and it's clear we've missed the **** in your case.

  We understand that any deviation from the estimate is concerning. Our pricing structure includes labor charged at a per-minute rate, which can result in the final cost being more or less than initially estimated, depending on the specifics of the job and how long you need the crew.

  Regarding the damage to your item, we're relieved to know that compensation has been provided through a check and a refund. However, if there are any unresolved issues or if you need further assistance, we're here to help. Please don't hesitate to reach out to us at ******************************** for additional support or with any further questions you may have.

  We take your feedback seriously and are committed to using it to improve our service. Thank you for bringing these concerns to our attention, and we hope to have the opportunity to provide you with a better experience in the future.

  Best,

  Team Lugg