LugLess - Reviews and experiences

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.

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.