Contact Lugg Support

by Pooh0995

This was my second time booking lugg and I had horrible experience. The first time everything went so well hence I booked it second time however this time it turned out to be a huge disappointment. Here’s what happened I scheduled lugg for some reason they were not on time they were supposed to deliver it by 6 but they took one extra hour both drivers taking their own time. At first they arrived at pick up location late then what we scheduled took ample of time to load 4 mini wardrobe and took their sweet time to arrive at drop off location then they had this issue to find out the building it was so hard to coordinate with them as there was language barrier instead of hiring two luggers my partner had to help them to move stuff after all this they charged me $229 while I booked for $50 and now there is no one to help me with my concerns all I can do is talk to bot! Is this the way to help customers? The first time I booked lugg I had this giant cal mattress to be picked and drop and it was with one lugger I had no issues everything went so well and this time even after having two luggers this many issues I had to deal with top of that why should I pay unexpected amount for your staff mistake completely not acceptable. I need someone to answer my concerns just chatting with a bot won’t help. Please get back to me if you value your customers and their concerns please 🙏🏼

by Kindnessmatters7

I used Lugg under the recommendation of my realtor. The movers that came were very nice guys and were there to lugg furniture and that is about it. They did not tell me that if they needed to drive to my storage unit more than one time, which was 1.5 miles away it would be considered another trip and I would need to rebook the van for $117! What a ripoff!
Had I known, I would have paid better attention to how the van was being packed, as well as not given them all the little things and brought them myself.
When I emailed the company, the reply was a link with “here it is in the terms of service” and no we are not refunding your money, you will pay for the van two times for each round trip 3 mile drive. What bad business! Ok, so maybe I should’ve known, and also maybe it would’ve been good customer service for Lugg to send me something that spelled out the terms of service. I received NOTHING from them. Also, it would have been nice for the movers to give me the heads up, “just so you know, if we make another trip, you will be charged for the moving van again!” Getting charged $117 again to go 3 miles round trip is nothing to say “oh well” over. I tipped the movers generously, over $100. To split.
Lugg sees nothing wrong with these charges.
Beware! I will not be using them again. They are not keen on customer service at all!

by Jasperpwu

Loggers came 20+ minutes late, yet it was counted towards my bill as extra $40+ dollars. Then they take their time moving and wrapping very slowly, much slower than the other moving services I used. I’m guessing it’s because the slower they are, the more labor minutes are counted, and the more they will earn. It’s like if Uber is charged by minutes and driver takes detour to get you there. It’s horrible experience watching them wrapping and inching slowly while I’m in a hurry to finish up moving and continue with my work. I even helped them move because they are so slow and I couldn’t stand it. Then I contacted Lugg support. And there was no response. I WILL NEVER USE LUGG AFTER THIS TIME.

Update:
Customer support told me they refunded me 10 dollars for courtesy reason and claimed there is not wrong in their calculation that only 31 minutes were counted yet the app clearly shows 40+67 minutes were counted respectively at pickup and destination. After I responded that, customer support never care to respond again. What’s worse, I don’t even see that 10 dollars refunded in my bank. What a customer service I can only say.