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Nick - Chicago Lugger with 5star rating
One word BAD. I worked with this company for a short period and my honest opinion is they lack professionals from customer service all the way down the totem poll to the labors. Your better off renting a truck and or van to move your own items with the help of a friend or relative if you don’t have ether your still better off doing it your self cause no one on this platform is a professional coming from a true professional who worked on this app as a helper you have to be a dispatcher, customer service rep, laborer, several different other categories of management. you would not get any help from Customer Service and then in the likelihood of damages you would be charged with no proof or debating claims you can drop off an item and a customer can damage it and you will be charged point-blank. No discussion no investigation.. Believe me I’ve tried. I’ve even went a step further and equipped, myself with a body camera to have footage of these moves. Booked by Lugg and let me tell you bad bad bad unprofessional from beginning to end and I have the proof my profile will show you. I have over 100 moves, but one bad review due to Lugg telling individuals that we can do the impossible. Once again, I have proof screenshots of messages videos email sent. to Customer Service and let me tell you they do not care so don’t waste your time working or booking any moves to this company trashShow lessHustleUpBoys
Seemed Helpful in Theory
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 LUGG 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.Show lessWhyDidIListenSoLong
Developer Response
Hi there! Thank you for your review! We are sorry to hear your chosen drop-off location was closed when the crew arrived. We encourage customers to make sure their drop-off location will be open as we schedule based on pick-up time and do not know how long a given Lugg will take. Also, many businesses have hours that can change day to day so again we rely on the customer to schedule when they know the location will be open. With that said, we do appreciate your feedback and please feel free to email us at support@lugg.com if you have any additional concerns!The worst service ever!
They didn’t even show up when I had the elevator booked. No phone support. Nobody to contact. Terrible and a scam!V-k1234
They are ridiculous
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 🙏🏼Show lesspooh0995
Developer Response
Hi there! Thank you for your review! We are sorry to hear about your experience and that your Lugg total was greater than expected. We do our very best to be as transparent as possible regarding the way we bill as this information is communicated via our Lugg FAQ, as well as during the booking process and the confirmation email you receive after scheduling your Lugg. Also, Luggs are booked by pickup window so we are sorry to hear you thought your items would be delivered within that window. Should you have any additional concerns please feel free to reach out to us at support@lugg.com.Grest service, miscommunication with payment
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 Lugg 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 Lugg 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 the app. 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 Lugg could meet me somewhere in the middle by refunding some of the labor fees I would be very grateful and continue to use this app regularly, now that I understand how it works.Show lesscher874532z
Developer Response
Hi there! Thank you for your review! We are glad to hear you had a great experience with your crew, but apologize that your total was much higher than anticipated. Please email us at support@lugg.com and the team will be happy to look over your bill. We look forward to hearing from you!Moving belongings
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.Show lessJaykayum
Developer Response
Hi there! Thank you for your review! We are sorry to hear about your experience crew and that an item was damaged during your Lugg. We respond to every email we receive much quicker than 2 weeks so if you have not received a response please confirm that you are reaching out to us at support@lugg.com. We look forward to making things right!LUGG DAMAGED MY $7000 SOFA
DO NOT USE THIS PLATFORM NO MATTER WHAT YOUR NEED IS!!! THE MOVERS ON THIS APP ARE NOT VETTED OR ACCREDITED MOVERS, THESE GUYS DAMAGED A $7000 SOFA AND THEY ARE DOING NOTHING ABOUT IT!!!!! THESE GUYS ARE CONNIVING CON ARTISTS!!!!!!!!!!!!! When you read the lugg info page and request movers it says they bring straps, Dollies and protective gear. They did no such thing, two Joe schmo looking people showed up, retrieved the sofa and proceeded to literally launch it down my stairs, nearly killing themselves, they damaged my walls, they ripped the sofa, broke the frame. When we arrived to the storage unit the sofa was shoved around corners and literally forced through the door where two of the feet broke off and parts of the frame began splintering from the force at which it was shoved into the unit. I feel scammed, I feel defeated, and I’m utterly reeling over the entire experience. I feel like I just made the largest mistake of my life entrusting my items with this company and I wish I could rewind and take back every second of it.Show lessmmorgens22
Developer Response
Hi there! Thank you for your review! We are sorry to hear that your sofa was damaged during your Lugg. Our damage team is working to resolve your claim so please feel free to follow up with them via email should you have any additional concerns. We look forward to making things right!Misleading
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 companyShow lessLkFam 2000
Developer Response
Hi there! Thank you for your review! We are sorry to hear your Lugg did not go as you had hoped. We have completed many refrigerator moves successfully so we would be happy to look into what happened and work to get this move completed for you. Please reach out to us at support@lugg.com and the team will be eager to assist!Deceiving and Poor Customer Service
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!Show lesskindnessmatters7
Developer Response
Hi there! Thank you for your review! We do our very best to be as transparent as possible regarding the way we bill so we are sorry to hear you were not aware of the fact we do not include multiple stops or trips within a single Lugg. However, we do hope to be able to complete such moves in the future. Should you have any other concerns, please feel free to email us at support@lugg.com.Does the job but an ick way to treat workers
Underlying service is as good as you’d expect from gig-work. However, I scheduled the move more than 2 weeks in advance and my Lugger didn’t know until 20 minutes before the scheduled time. Why not offer drivers the option to take a nearby job ahead of time?? You can still pull people suddenly if you have to, but why can’t a customer try to help someone plan ahead and allow client and Lugger to communicate ahead of time? Would’ve given both client and Lugger better experience.
Otherwise well-designed app, and the Lugger themselves was quick and friendly. Most likely a case of app & execs trying to CYA.Show lessOrion's Watch
