Lugg Reviews

This was my second time booking this app 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 this app 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 this app 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 🙏🏼

Stay away. this app strung me along for 2 hours after sending me messages that my this app almost on its way. After spending over $30 in Uber to get to my pick up destination on time for this app, and 2 hours of waiting, they cancelled on me last minute saying that it’s because the store closed, but there was no store to pick up from, it was my residential address. Now it’s too late to find another mover this late at night, and all the things that I prepared to get moved are now sitting unsecured in a hallway because I can’t get them up to my in myself, which is why I hired a this app. So disappointed and stressful, I now have to spend even more time to try to scramble to find a last minute solution late at night. Not only that, this app offered to compensate me only $30 in credits, when it costed me more than that for an Uber to get to my pickup location because I wanted to be on time for this app in addition to wasting two hours of time waiting.

They were over an hour late and forgot to load things that were already staged outside of the apartment so I had to go back on my own time and using my own money on top of what I already paid for to this app. I didn’t book a this app to have to babysit the movers, I booked a this app so I wouldn’t have to worry about moving my things myself and for the convenience. It ended up being extremely inconvenient, and took more of my time, money, and labor than if I just booked a u haul and did it myself.

If you want a service that takes your money, wastes your time, and tests your patience, then this app is perfect. I would give negative 5 stars if I could. I firmly believe they should have given me a full refund because they literally forgot to move things, and hence did not perform the service they claim to, yet I was denied. Terrible customer experience and I think using this app is a big risk.

I had Alan and his friend from luggs assist on my move from Sacramento to Fairfield. They took twice as long as expected to move everything even though everything was already pre-box and prearranged for them. I felt like they were trying to milk me for time. To make matters worse, they took pillows that didn’t belong to me to help assist the move. It took about three days ago getting in touch with Alan just to get the pillows back. Lastly, I had asked them not to put the tonal on the floor because they could severely damage the Tonal. There was a table for them to put it on. I find that they put it in the second bedroom on the floor and now my Tonal won’t turn on. It’s already been two weeks since then and I’ve been reaching out to customer service and I haven’t gotten a response yet on anything. Worse moving company in terms of choosing competent staff and being able to reach customer support.

I’ve used this app for small moves, furniture pickups etc before and been satisfied. I used it in nyc recently and was appalled. The this app guy showed up 4.5 hours after the end of the arrival window. There were supposed to be two people and a van (they charge extra for this) but there was only one mover. He refused to wear a mask and kept taking it off after I provided him a clean wrapped one since he didn’t have it. On top of all this, this app has eliminated all customer service except email. They take hours or even days to respond to emails making it useless when you have an issue during a move. I would never use this app again after this. Oh btw the rating prompt in Lugg is broken probably intentionally- if you give your luggers less than 3 stars it won’t do anything when you press save. Probably why all their crews have 5 stars… now cue defensive responsive from this sleazy startup in 5..4..3..2…

Scheduled this company to do a refrigerator move for us from my parents house to ours(est. 5 miles apart). Included dimensions, a photo, etc. they upgraded our move to their XL with 2 Lugers. They showed up and said they cannot move the fridge. And it is a 4-person job. I was floored… first they said it was the weight, then it was the 7 stairs, etc. I asked why this wasn’t explained when I included all the information. They said they didn’t even look at the dimensions, photo etc. until they arrived to pick it up. They also informed us that they didn’t have straps to tie it down. I’m not sure how they thought they were moving anything without straps or looking at the details of the move. I was looking forward to using them with all the great reviews, unfortunately it didn’t work out for us. Just caution if you need help moving appliances I would definitely go with another company

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 this app support. And there was no response. I WILL NEVER USE this app 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 Lugg 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.

AVOID this app IF YOU CARE ABOUT YOUR HOME OR POSSESSIONS! Moving 1 bulky item up 1 flight of outside stairs...no pads or dolly despite my requesting it. Very inexperienced. They almost dropped my heavy item over handrail to pavement! Dropped item several times on ground and floor, bashed item against railings and doorway, worker (no gloves?) cut himself and bled on item and house. He had no first aid items in truck, luckily I did. Will take multiple sources and repair people to address more than $2K of damage to house and item - parts and labor for wood work, metal work, metal fabricating and plating, laminate repair, installation and painting. They expect me to find, call, get quotes from, hire and manage all of the people and get parts for repairs in a SF labor market and COVID supply chain where barely anyone returns calls. Spent hours getting verbal and texted estimates for $2K+ They offered me a refund of the $81 this app fee for the 30 minutes of destruction they caused. After I complained they offered another $300. If they want to cause all if this damage and make me do tons of work to get it fixed and pay for most of it, I'd rather write this review and warn others.

I used this app under the recommendation of my realtor. The movers that came were very nice guys and were there to this app 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 this app 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.
this app sees nothing wrong with these charges.
Beware! I will not be using them again. They are not keen on customer service at all!

My this app driver 5 STARS HE WAS AWESOME. This low review is not a reflection of my driver, it is a review regarding Lugg itself.

Had to have something taken to my place I had the pick up from store set to 7-8 pm from there to my house was 25. They arrived early and started charging it as “labor at destination” before I even spoke to my driver. Definitely shaved off a solid $10 I honestly feel I shouldn’t have been charged. I only used Lugg due to the discount I have through home goods. To move my item which I could have carried but I couldn’t have fit in my car $36 was kind of pricey. There is no way that I can see on Lugg to adjust any of the pricing or info. The guy who moved my stuff was nice and very helpful. My original estimate cost was a decent amount cheaper than what I ended up paying, which sucked. I don’t think I’ll ever use Lugg again. More annoyed by the misleading/lack of info regarding charging and that my order was picked up earlier than I stated which caused me to not be able to meet my driver on time.

I was impressed with this company the first two times I used them to deliver furniture from Z-Gallerie’s warehouse. That changed when I had this service move personal items from 1 house to another on April 30th. The two movers were as slow as snails and could move only 1 thing between them. They had 1 dolly and would together take 1 box at a time out to the van. They also had to stop and move the truck twice because of parking in areas where they shouldn’t have. It took 118 mins to load a few things and only 12 mins to unload. I complained but only received compensation for the time it took them to park correctly. I ended up having to call this app the next day to move the rest of my things. It was a holiday weekend and there weren’t other options, to their credit. I also tried to give a 4 star rating to the 2nd crew but accidentally gave it to the 1st crew and couldn’t change it.

Most idiotic product fail, can’t even blame UX. Like any other share economy service, the people doing the work are awesome, the people making the product are dropping the ball on the customers and their gig employees.

For some unknowable reason the platform will let you search the needed destination or service, and even offer suggestions on destinations and allow you to schedule, whether that location is open or not. And you as the customer are supposed to assume against the reason implied by being allowed to schedule for that place and time, that the destination may not be open and call to confirm before booking (which could also result in you losing the available booking time).

If the this app suggested destination isn’t open, you will have to find an alternate location or have the item returned to you - all of which incur continued per minute labor fee on top of the flat rate and labor fee being charged from the moment they left your pick up address. Preventable of the backend booking system actually spoke to the scheduling system OR a simple destructive action warning prior to booking something that is potentially closed. Absolutely unhinged product thinking.

Overall excellent service as far as reliability, efficiency and getting the job done. The item we moved ended up being disassembled prior to pick up which was unanticipated, so I asked the this app experts if they are able to assemble at the drop off destination. I thanked them profusely for accommodating and tipped significantly on the side as I felt they went above and beyond to accommodate me. They did not inform me that I was being charged by this app for the labor time. So a $70 quote ended up being over $440 after the extra tipping. I really wish they disclosed that I was being charged by Lugg . The changes are logical but it was very clear that I thought they were being helpful and was unaware of the additional charge structure beyond the initial quote. If this app could meet me somewhere in the middle by refunding some of the labor fees I would be very grateful and continue to use Lugg regularly, now that I understand how it works.

I was very surprised how quickly my order was picked up. However, I quickly discovered that app had first swapped the pick up and drop off points. I canceled that order after the guys were already minutes away and placed a new order. The pickup place took a couple times to stick and the drop off was my current location saved. After the order was in process Lugg dropped my saved current location in favor of some other street miles away for some unknown reason. That caused another panic session trying to reach the guys with my stuff. They were really cool, though. This is not their fault and they handles it really well with courtesy and a smile. This whole thing took more time and drove up the cost which I will sort out later. Except for the guys handling my delivery so well, the first experience with the this app app was a mess!

I use this app at least twice a month for moving furniture. Very convenient and flexible scheduling. Guys mostly are in good spirits. About half are good at loading a truck, half aren’t. This is ok even though about 30% of the time something gets slightly damaged (scratched or dinged). The convenience is worth it to me. My biggest complaint is that lately, the this app XL has been inconsistent. XL should not be a van, even an oversized van. That simply doesn’t hold enough stuff. XL should only be a box truck. Also, the last two times there were issues with being notified properly. One time the guys called and said they’d be there at 2:30, but my window was 3-4pm. I wasn’t at the location and they said if I couldn’t meet them now, they’d have to cancel. Then yesterday I did not get notified that the guys were on their way, which I always do. Just customer service things like this have faltered lately. Hopefully it’s just an anomaly.

This was the most incredible experience. I ordered my couch that I had just purchased from a store that night to be scheduled to delivered by this app the following day. Not only did they get the location 15 mins early, but they kept in touch with me the entire time, AND they were nice enough to move the old couch upstairs to then bring in the new couch. All the while, with the best attitude. As a bonus - being a female, with two male strangers coming into my home, I felt very safe and comfortable. I am not one to write reviews and if I ever do it's for a reason. It's cheaper than any furniture store shipping it out. depending on how far you need the furniture shipped, any other company would charge $10 more with inconvenient times etc. they are worth it.

So we got a free table on craigslist and Michael and Dominique showed up promptly when Lugg said they were going to be showing up they brought a truck and all of the tools needed to move something very heavy. What I mean by elephant is this was no joke it was
Supposedly the heaviest thing they had ever lifted by far it had to be a 500 pound table and these guys handled it like professionals and champs. It took a lot of effort and they never complained just got it done. Then when they were done they offered to move a plant from the driveway that was pretty heavy as well because they could see that it was going to go with the table really professional really good workers I’m very impressed.

I use this app for my clients whenever needed. (I'm a Professional Organizer, helping clients declutter their homes, offices, storage units; help clients pack/move/unpack.) So this app has come in super handy!!

I just learned about them about a month ago. They've been in business 3 yrs. Soooo smart to start a company for on demand, small, local moves! Gives people a way to make quick cash same day with tips. Gives customers a way to get things they shopped for but can haul in their car. Gives my clients a way to de-clutter their space by selling or donating their large items!

One this app, they donated furniture and a fridge and building supplies (bricks, tile, ladders, tools, carpet, etc) to the local Habitat for Humanity donation center!

Another this app, they moved a piano from the garage to the living room.

Another this app, they moved a large desk and filing cabinet to the local Goodwill.

Various Luggs, they’ve moved an entire bedroom or living room set to a buyer’s home. My clients are frequently buying and selling on the OfferUp App, and this app has made it possible to quickly get these things moved same-day. It’s just been a godsend! Highly recommend this app!

Amazing! What a great experience. I was struggling for a few days about how to get a little loveseat I got on Craig’s list into my second floor apartment, especially with little ones around. I found out about this app and within 2 hours it had been picked up and delivered into the exact spot I wanted it. They were fast, clean, courteous, helpful, I couldn’t say enough good things. I loved that I could track their ride through Lugg so I knew exactly when they would be arriving. This is definitely providing a major service for something that was always a challenge to figure out. I already have another delivery scheduled for tomorrow and look forward to being a regular customer.

Moving is very stressful and costly but this app did a great job in giving us the most affordable moving options. This is my first time moving with lots of stuff and first time using this app. Was hesitant at first but decided to give it a try. GLAD I DID!! Compared to traditional moving companies, they offer more flexibility in terms of time, cost. There’s no minimum hours, it all depends on how much stuff you have (price per minute). So it’s fair and reasonable. They’re also very on time. They let us know when the movers are on the way through messages and also update every progress through messages. Very transparent and innovative. The this app app is very nice, informative and easy to understand.

My stuff was moved safely and in good condition, no damage. They’re very dedicated when handling our fragile stuff. They deserve a good review and that’s why I did this here.

I love this app and want to use and support this app. The product like this app is transforming the moving industry, making it more customer friendly, affordable and hi-tech.

Please keep up the great work! I’m rooting for you!