Leave a Review Lugg
Many issues yet expensive!
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.Show lessjasperpwu
Developer Response
Hey there! Thank you for your review! We are terribly sorry that you feel you were overcharged and the crew was not as efficient as you expected. Our team will be more than happy to look into your Lugg and make things right!Disorganized and laggy
I booked a lite Lugg to grab a few things from Ikea because I was there on my motorcycle and figured it would only take 45 minutes as the app said. I ended up having 2 drivers cancel, was unable to talk to them, couldn’t see where the car was as it didn’t appear on the map and also wasn’t able to reach out to Lugg for customer support. After waiting for 2 hours my movers showed up but they were nice enough to let me know that someone from Ikea was supposed to have all my stuff pulled aside and they weren’t even supposed to be talking to me, so it was a weird feeling to just leave my stuff with someone who wasn’t sure what to do with it. And what looked like it was going to be an organized partnership with the store ended up being and drawn out confusing experience that I wouldn’t recommend to anyone.Show lessTheDaveRamirez
Developer Response
Hey Dave! Thank you for your review! We are sorry to hear that your IKEA delivery was so confusing! If you have done so already, please email us at support@lugg.com and the team will be happy to look into what happened here and work to make things right!Still not reimbursed for damages
Not only did Lugg not perform the services they were hired for, they caused significant damages that are still not paid, with no imminent resolution.
During our job on June 19, Lugg entered our home, made deep gashes to the walls, damaged the fabric of our Restoration Hardware couch, then left after cancelling altogether "because the couch would not fit down the stairwell" though it was once delivered up the same stairwell. After 3 weeks of back and forth with Lugg support, there is still no resolution for these damages. Worst of all, Lugg does not have a phone number and will pass you between different support reps over email, with several days delay by before giving a response. As a customer, we would have never expected a lack of professionalism to this degree:
1. Damaged home interior with gashes to walls, trim and wainscoting
2. Did not have ample protective materials for the sofa included in the job description
3. Did not wear gloves or protect the fabric
4. Removed the screen door that now doesn't slide
5. Movers were rude, dismissive and unapologetic
6. Left home in far worse shape, still have not covered the cost of repair
Strongly advise you to stay away from this company!Show lessAdamRF90
It’s depend who comes on that day
I had horrible experience with Lugg and complained to support team. The support team immediately responded and resolved the issue within a week. I have no doubt Lugg have great personality workers however there are many areas to improve and it’s really depend who comes to service on that day. In my opinion, I strongly suggest to have professional movers if you’re planning to relocate 1 bed room size furniture. The professional mover have 17 feet depth truck (vs Lugg’s XL Van-10 feet) and faster to make action which it will be much cheaper labor hours to have the best results for 100%. Please make sure to research local choice what’s convenient for you.Show lessmallhaute
Life saver!
Such a cool concept. I was in the process of finishing up moving out of our old house and when I arrived today to get another load of boxes, the power was out, yet we still had our big chest freezer in the garage. It’s pretty hot out already in AZ (95 today) so I was worried about all of our food going bad if we couldn’t get movers here within a few days. Lugg was able to come in 30 minutes! Super quick, friendly and very professional. Will definitely recommend and use in the future! Thank you!Show lessAmandaMilw
So Happy - First Time Using!!
Friend recommended this service. It was very transparent with what to expect- easy app to follow the steps being first timer ( if new do look online for any promos being offered, I didn’t think of that ahead- but apparently offered by the service) - both the pick up person was informed when they would arrive as was I. Couldn't be happier with booking same day and the pick up & delivery were on time. Both guys were wearing masks (Covid) were super courteous, personable and quick. Would highly recommend (and will) to friends. Thank you for a cool service! 5*’s all around.Show lessHB 91302
Too good to be true
I am beyond speechless. Since that was my first time using Lugg, I couldn't help but feeling skeptical. However, the experience EXCEEDED my very high expectation. They arrived on time at the pick up location, quickly brought the item which was a daybed to my location promptly. They handled the stuff professionally yet quickly. Pricing to me is a little high but I think it's worth the price. It would probably cost me more time, money and effort to rent a van and get extra labor. So yes, Lugg is the answer, and I am shooketh by the goodness Lugg brought me ❤️ thank you!Show lessVivibuibui
Unprofessional and customer service doesn’t care
I had heard such great things about Lugg and wanted to try it for myself. My movers were unprepared and unprofessional. They didn’t have a rolling dolly for my boxes and carried them all by hand, stopping to complain to me that they were heavy. They also did not complete the moving process properly and restarted my move several times on the app, confusing all the people I had notified of pickup and drop off. It’s June 7th 2020 and they were not wearing masks for Covid-19. Finally, customer service reached out after I left a negative review in the app, and I haven’t heard back from them since. My price is wildly inflated and I’m disappointed that I tried Lugg. All of the friends who helped me with this move are turned off from Lugg in San Diego too.Show lessLyvinayes
Love Lugg
I have used Lugg various times and they are the best! They come on time if not early and move with efficiency and speed but they don’t break your stuff. They are friendly and they do a great job.
You know what the costs will be and it’s just a great company! I can not recommend them enough for ALL of your moving needs. They also do so much more-from picking up items from stores, to taking things to the dump! They are just a well rounded company that you can rely and depend on!
Thank you Lugg for being well above the fray of other moving companies!!!Show lessLuvjones
This was great!
I had a heavy wardrobe I had to return to Ikea and a busy work schedule with new furniture scheduled and I had no idea how I was going to do it all. This service saved me.
Pedro and Blake texted me early this morning - arrived on time, we’re totally friendly and fun, took the wardrobe and were gone in 15 minutes. They took it to Ikea, waited in a return line, got all my refund info and texted to me. It was great for me (pricier because they waited in line) but got it all done in a little over 1 hour.
Just couldn’t have been better! Highly recommended.Show lessfiredupcoach
