LugLess - Reviews and experiences

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.