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:05/07/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 signed my business up as a LuggageHero partner location, and support from LuggageHero was minimal.On Wednesday, April 30, a LuggageHero customer made a booking to drop off 3 suitcases. When they arrived, they dumped 2 suitcases, 2 large garbage bags, 2 grocery bags of food, 2 loose bottles of alcohol, 1 open box of Cheetos, 2 dirty blankets, 1 winter coat, and 1 sound bar. They proceeded to dump the items in my store, started the reservation, and left.We signed up to accept suitcases, not piles of trash. Further, customers aren't required to interact with us to start their booking. This means we are excepted to accept responsibility for items that we have not secured. I reached out to customer service and got an automated response that they would respond soon, generally within an hour. I reached out again later that day. They didn't respond until 5/2, and support agent *** was extremely rude and aggressive in her responses.When they finally responded, LuggageHero offered no guidance about what to do in these situations, and they were incredibly rude. Frankly, the $3 from these bookings won't pay for us to treat our store for bedbugs. We cannot be expected to accept piles of trash dumped in front of our shelves. *** said she would disable my account. She left it active, continuing to advertise services at my location.

• Initial Complaint

  Date:12/18/2024

  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.

  I booked a luggage storage service for Dec 14, 2024. The store when I arrived around 8:45am, there was no available attendant to assist me. I waited for a while, but I had a upcoming appointment so I left. I contacted LuggageHero for the incident, but the customer service, despite it says 24/7, has not responded to my message for more than ****************************************************** ***********, which has such different time zone and he hasn't issued the refund even the service guaranteed a spot for my luggage storage which they failed to provide. Not only that they charged me for "no-show fee" for $26.50 which is more than the hourly storage fee that I should have charged if I was able to use the service. (Booking ID **********

  Business Response

  Date: 12/30/2024

  Hello there ??,
   
  ******* from LuggageHero here!
   
  Your message arrived when we werent available. Can you please confirm if you still want to proceed with your concern? We do apologize for any inconvenience this might have caused. Please let me know if you need further assistance on this matter
  *******
  LuggageHero

• Initial Complaint

  Date:10/21/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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 needed to store a backpack for an afternoon in *********, **. I found LuggageHero as an option. I went through the process, selected that I needed to store one singular bag, was given a location to go to and a confirmation number. Upon arrival at the location, I was told that LuggageHero is simply a third party. The location could then not find my reservation at all, and was unable to take my bag as expected. I did not have time to call LuggageHero and go through their multi-step support system and could not cancel my reservation. Therefore, I simply booked with the actual location (Luggage Drop in *********, **). I then noticed a charge for $29.10 on my credit card from LuggageHero. When going to have it simply refunded, I was told that it was a minimum charge for two bags which was not stated anywhere. In the supporting documentation, you can even see that I was told it's possible to book one bag, but that it then defaults and charges for the minimum. This was not made clear across the website. I also did not use the service as intended, as my reservation could not be found or confirmed. Therefore, I demand a full and immediate refund. Unfortunately, LuggageHero has stopped responding.