LugLess - Reviews and experiences

no phone number, just email. That means when something goes wrong you wait. And we waited. I had to chase them for months, pinging emails, sometimes getting replies after days or even weeks. It’s not immediate support, let’s put it that way. What really hit me was how little they seemed able to do with FedEx. FedEx misplaced the bags, but Lugless didn’t push much, couldn’t influence FedEx, and apparently only contacted FedEx about one of the seven bags. One bag out of seven — that’s not reassuring. In the meantime we were buying clothes, juggling schedules, dealing with school and daycare stuff without half our kids’ things. Practical day-to-day life was affected. At one point FedEx contacted me directly and said they’d cover the roughly $10,000 worth of items if Lugless signed a waiver to let FedEx work with me. Lugless wouldn’t sign unless I signed an NDA first. I wasn’t comfortable signing that, so we didn’t move forward. Bottom line: the service feels hands-off, slow, and unwilling to take responsibility. If you’re using this to send essentials or things your family depends on, be prepared for extra work and stress. I’m annoyed and disappointed, and I’d tell others to think twice before relying on them for important shipments.

I booked a premium, door‑to‑door pickup and thought that would mean it was taken care of. It wasn’t. Pickup was set for the end of July and the drivers didn’t show up as promised. I got one excuse after another. At times they said the label lacked my apartment number. Other times they promised priority pickup — then nothing. They even sent someone who only does envelopes to collect big boxes. When a driver finally arrived she was curt and unhelpful. She refused to use a dolly and told me to carry everything outside. I asked for a few minutes until my partner could come downstairs and she shut the door and left. That’s the part that stuck with me. Rude behaviour made a stressful move worse. In the end, with a lease ending, I had no choice but to rent a small van and drive the boxes to the drop‑off location myself, which sort of defeats the purpose of paying extra for door‑to‑door. The shipment did arrive eventually, but several boxes were torn or resealed and a few fragile things were damaged. So yes, it works in a basic sense — your stuff will probably get there — but the handling and the customer interactions were poor. If you consider this service, take pictures before pickup, pack fragile items extra carefully, and honestly think about whether you really need the door‑to‑door option.

clear labels, easy pickup instructions, and the driver was on time when they collected. That eased me up a bit. Then the schedule got weird — one bag showed up earlier than we planned (which was awkward at the hotel) and the other was a couple of days late. Not ideal, not catastrophic either, but annoying when you’re planning around a tight itinerary. I’ll say customer service handled the complaint in a friendly way; they didn’t wave me off. We ended up with a partial refund and they arranged a repair credit for a scuff on one corner (so the issue was fixed, eventually). I still think the delivery timing needs work — predictability matters — but overall my worries about reliability and support calmed down after they actually followed through on the fix. Price-wise it’s not the cheapest option, but the convenience was real, and for me that tipped the balance. Would I use them again? Probably, with a bit more buffer in my plans. So yeah, mixed bag, literally — some hiccups, but in the end not the disaster I feared.

this whole mess started because someone typed an address wrong. Funny, not funny. I needed this shipment because I’d just moved across town and my back’s been whining non-stop — so I wasn’t about to go hunting for lost packages on foot. Long story short: boxes were marked delivered, but to the wrong place, and yes, they were opened and beat up when I found them. I bought extra insurance because who doesn’t, right? Felt safer. Apparently that didn’t help much. I had to comb through photos, receipts, emails — basically play detective while trying not to pass out from lifting things. I told them, showed proof that I’d given the correct address, and still they charged me an extra fee to “update” the address that they’d input wrong. Then, when I proved their mistake, they offered a sixty dollar credit. Sixty dollars. Like that was going to undo a morning of stress, missing items, and a sore back. The claim process was a mess too. I submitted everything — pictures of the torn boxes, bills for damaged goods, an itemized list of missing stuff — and got an initial denial before anyone even looked at it. I pushed back, they apologized, said they’d reopen it, and minutes later said nope, those items aren’t covered because the insurance only applies to clothes and sports gear. Which, okay, fine print, but still — they brought my boxes to the wrong street. That’s on them. They also told me I couldn’t file with FedEx because I’d bought their insurance. So I was stuck between a rock and a fee. To their credit, some items were recoverable and I did eventually get a bit of compensatory credit, and the support person who finally took the time to listen was decent. But the runaround and the initial blaming of FedEx felt deceptive. It’s annoying when a company racks up charges for mistakes they made and then shrugs. Would I use them again? Maybe, if I was desperate and had nothing fragile. But I’d triple-check everything, and probably expect a headache. They’re not useless — things did get found — but they aren’t exactly reliable or straightforward either.

FedEx rep weighed my bags right there, told me they were within the limits I’d paid for, and I left reassured. Delivery itself was fine, on time, nothing odd. That part surprised me in a good way, actually. It worked like it was supposed to.
But about 20 days after delivery I get an email titled “shipping adjustment.” Confused — really confused — because the FedEx person had weighed the bags in front of me. The adjustment showed a mislabelled item (carry-on vs check-in), which suddenly made one bag 25 lb over. Okay. I contacted support the same day and filed a claim within the seven days their policy requires. I uploaded photos, dimensions, the whole thing.
Then silence. No follow-up. A month later I get the exact same charge email again. I reached out, and eventually they told me FedEx denied the claim. There was no documentation from FedEx that I could see, despite my photos and the original weigh-in. The agent at the company — polite enough — basically kept sending the same template asking me to pay. One message even said they understand FedEx measurements can be off because they use lasers and scales “throughout their facilities,” so yeah, they’re aware measurements may be inaccurate, but they still won’t move. So I’m left wondering what the point of the claim process was.
So the service does what it’s supposed to for delivery, which is useful to my daily travel routine, but the post-delivery billing and the customer service handling left me stuck and, honestly, annoyed. I expected a bit more advocacy from the company after I provided proof; that didn’t happen.