Reviews

Review Details

• Review fromMarvin G

  Date: 06/15/2023

  1 star

  Marvin G

  Date: 06/15/2023

  My name is ******************* sales rep at ****** I purchased mattress valued at $5000.00 recommended I use Lugg for delivery. Iwent to the Lugg app which set the complete delivery charge at $172.00. Lugg sent ******* Movers 4 Less to deliver my items . I asked the owner before he put the items,on the truck what my total charges would be and ****** me $155.00 per mover for a total of 2 movers. When they arrived the driver told me total charges would be $613.00!!!! The ow er added on travel time charge, a fuel surcharge and taxes and would not unload my merchandise until I paid. Lugg and the companies they contract out to are thugs and scammers. They get 0 stars. They need to be locked up.

  Lugg, Inc.

  Date: 02/28/2024

  
  Hi ******,

  We are genuinely sorry to hear about the distressing experience you had with your mattress delivery. We understand how frustrating and disappointing this situation must have been, especially when expecting a service recommended by a trusted retailer.

  It appears there is a significant misunderstanding regarding the service provided by "******* Movers 4 Less", which is a separate entity and not affiliated in any way with Lugg. 

  Additionally, we'd like to clarify that Lugg provides estimates based on the information available at the time of booking, and our Luggers cannot change that pricing. 

  Please note that since the service was not completed by Lugg, you were not charged by us for any services. It seems there might have been a miscommunication with the third-party service provider involved. We are committed to ensuring our customers' satisfaction and would like to help clarify and resolve this issue to the best of our ability.

  We encourage you to reach out to us directly at ******************************** so we can look into this matter further and provide any assistance possible, despite the service not being carried out by Lugg. 

  Thank you for bringing this to our attention, and we look forward to the opportunity to address your concerns.

  Best,

  Team Lugg

• Review fromAngel S

  Date: 05/19/2023

  1 star

  Angel S

  Date: 05/19/2023

  Do not hire them! They damaged my furniture and even filing a claim they didn't replace everything they broke!

  Lugg, Inc.

  Date: 02/28/2024

  Hi *********,

  We are truly sorry to hear about the damage to your furniture and the dissatisfaction with the resolution of your claim. At Lugg, our aim is always to handle every item with care and to address any incidents of damage with fairness and responsibility. It's clear that in your case, we have not met your expectations, and for that, we sincerely apologize.

  We understand that no amount of compensation can fully make up for the inconvenience and disappointment caused by damage to your belongings. Please know that our damages team strives to evaluate each claim thoroughly and provide compensation that reflects the value of the damaged items. 

  We're pleased to see that your damages claim has been resolved and your refund provided. 

  Given your concerns, we encourage you to reach out to us again at ******************************** with any further questions or if there are aspects of the claim that you feel have not been adequately resolved. We are committed to ensuring that all our customers' concerns are heard and addressed to the best of our ability.

  Thank you for sharing your feedback, and we hope to have the opportunity provide you with a better experience in the future. 

  Best,

  Team Lugg

• Review fromShayna S

  Date: 01/21/2023

  1 star

  Shayna S

  Date: 01/21/2023

  Price gauging. 1 person job, 1 item, 10 miles, 10 min Labor=100 +. Concern unaddressed by management.

  Lugg, Inc.

  Date: 02/28/2024

  
  Hi ******,

  We're truly sorry to hear about your concerns regarding pricing and the handling of your service request. At Lugg, we strive to maintain transparent and fair pricing for all our customers, and we regret any perception of price gauging. Our pricing is designed to reflect the value of the service provided, including the logistics, labor, and care involved in each move, even for tasks that *** seem straightforward.

  We understand that your concern was significant enough to reach out to our support team, and we apologize if the initial response did not meet your expectations. We're glad to hear that a refund has been provided and that we have followed up with you via email to further address your concerns.Our goal is not only to resolve the immediate issue but also to ensure that your overall experience with Lugg reflects our high standards of customer service and satisfaction.

  If there are any additional aspects of your experience or our resolution that you would like to discuss, please don't hesitate to respond to our emails or reach out again at ********************************* We're committed to learning from our customers' feedback and continuously improving our service.

  Thank you for bringing this matter to our attention, and we hope to have the opportunity to serve you better in the future.

  Best,

  Team Lugg

• Review fromGail M.

  Date: 01/18/2023

  1 star

  Gail M.

  Date: 01/18/2023

  When I went to the Lugg app to schedule a delivery, the app highlighted a local disposal facility, so I added a second trip for the disposal facility, thinking that Lugg operates just like the 1-800-got-junk type of services. However, the Lugg truck was turned away by the facility because, according to the Lugg drivers, they couldnt prove that they were a commercial vehicle. The drivers returned the truckload back to me, but my credit card was still charged $221 for the job that wasnt completed. Both teams of Lugg drivers who were at my house that day told me, after the fact, that they had been turned away from the facility previously. So Lugg is promoting a service to a facility that they KNOW wouldnt accept their trucks because, for reasons that remain unanswered, Lugg drivers cant prove that the vehicles are commercial. Do they not have the proper licenses? Lugg refuses to refund my $221 when this was all clearly their fault.

  Lugg, Inc.

  Date: 05/12/2024

  Hi ****,
  We're truly sorry to hear about the inconvenience you experienced with your recent service. We understand how frustrating it must be to face such issues. Please rest assured that it's not our intention to mislead our customers regarding the capabilities of our service. We appreciate your feedback as it helps us improve our communication and service. We encourage you to reach out to us at ******************************** to discuss this matter further and find a resolution. We're committed to making things right for you.
  Best,Team Lugg