Leave a Review Lugg
They start the clock early
It’s a convenient service if you need a couple of guys with a truck and are prepared to spend about $100 / hr. Oddly the app says movers “have arrived “ a full 10 minutes before they arrived. I called the movers to see if they were at the wrong address and they said, no, we’ll be there in a few minutes. Naturally Lugg starts the clock at the time the app says they’ve arrived so you’re overcharged about $15-$20. I also responded to the text message that said movers had arrived “no they haven’t “ but didn’t get a response back. The service could easily have the customer sign-in on the movers phone to start the job and provide an honest account for billable time. I imagine Lugg likes their way a lot better.Show lessAustin henry
Not user friendly & lacking
Downloaded app while in a Costco to set up a couch pickup and delivery. Submitted the request on a Friday for the following Tuesday. App gives you day and 1 hour time frame choice. Chose Tuesday from 4-5pm. Received a text message the day of stating luggers will be heading out to pick up some time between 4-5. Pick up from 4-5? Who cares what time they pick up. It’s a Costco, I only care about what time they will arrive! Very vague with their wording. And the pickup time really does me no good if I’m trying to coordinate what time to be at the destination address. In this case if they arrive at Costco at 5pm they will hit traffic and I have no idea when they will arrive. Here’s the problem: the luggers called and said they had just received the order a coupe hours ago. They were coming back from the Bay Area and would not be to the pickup location until 6 or 6:30. So my initial time frame was not even close to accurate. They ended up delivering about 7pm. Which means I lost 3 outs if time waiting for moving due to this apps inability to comunícate effectively. Thais app is horrible and a waste of time. I would have been much better off just being someone off CL with a truck. Don’t use this AppShow lessghttt3
Developer Response
Hello ghttt3! We're very sorry to hear about your experience and any confusion you may have had using the app. Please reach out to our Support Team at support@lugg.com where we'd be happy to clear anything up for you. Hope to hear from you soon!Customer service
My movers Robert and Omar were great but customer service is no where to be found or heard of when you have questions or concerns about the movers whereabouts. Lugg texted me that my movers had an estimated time of arrival of 25 minutes. When 25 minutes had past I tried to get in contact with Lugg or tried to communicate with them via text I got no response or any concerns on their part to at least reach out to me to let me know that my movers were in fact going to arrive an hour later. Communication is very hard to come across once you have chosen a service and after your credit card has been imputed in. This was my first and last time using Lugg. Very disappointed and dissatisfied with Lugg. Would not use this service or recommend this to anyone.Show lessRaul N. Garcia
Very convenient but inconsistent
I use Lugg 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 Lugg 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.Show lesskmcginnis
Great workers, misleading app
My Lugg driver 5 STARS HE WAS AWESOME. This low review is not a reflection of my driver, it is a review regarding the app 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 the app 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 the app 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 this app 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.Show lessseaceacee
Developer Response
Hello seaceacee! This is far from the level of service we want to provide. If you have not done so already, please email support@lugg.com, so the Support Team can make things right.Extremely frustrating
Costco says they are working with Lugg now, so we bought a 1 ton pallet of flagstones. We used the app, putting in the comments exactly what we needed moved with the weight amount and a pictures. There is no where to put the weight other than in the comments. This is not a large pile of stones, just heavy.
The comments and picture seems not to mater at all. When the Lugg people showed up they said their truck couldn’t carry it, as did the next few drivers (who often were the first two repeated). They told us we needed to ask for a bigger truck (basically a moving van) for twice as much money. I want to stress this is not a large pile stones and would do not take up much space.
After a wasted day dealing with this had to return them and are going to rent a pickup (rated for 3,000lbs) from Home Depot and do it ourselves.Show lessKatieAP
Design Flaws Cost $ and Delays
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 the app 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 Lugg app was a mess!Show lesswillmerrittmusic
Developer Response
Hello willmerrittmusic! We are sorry to hear this. If you have not done so already, please email support@lugg.com, so we can look into this further for you. Thanks!Train Wreck of a Company
This platform is absolute rubbish. A week ago, I hailed a Lugg for a Craigslist pickup, and got a push notification that no Luggers were available at this time. Put my phone down in my car, went to pickup my kid from nursery school. Come back out 20 min later to find that not only was that Lugg push notification false, a Lugg had been scheduled at the CL pickup location and had been waiting for me (read: I was on the clock, without notification, for 20 minutes). I popped over hastily, finished the job, and the Luggers delivered to my home. The next day, completely unprompted, the Luggers showed back up saying that they got a push notification that I had scheduled a job for moving a sofa from my house (we’d been away all morning and no Lugg was ever scheduled). Stay away from this train wreck of a company!Show lessCEC02554
2nd time
This is the 2nd time I have used Lugg for a move. In both cases I carefully detailed the items I needed moved and the time frame. In both cases, the crew showed up with a vehicle that was too small. The 2nd time the guys told me that I need to request the box truck but there is no way to do this on the app. The guys could not move all I needed due to truck size and other moves that day. This of course messed up the day for me. There was no way to tell me in advance that what I requested was not going to be possible. It was simply a note that “LUGG will meet you at ... .” This is a big flaw. One can’t expect to get what they requested moved as asked in the sign up and then have that not happen without warning. I have to move to a new service for me and my business after two such good incidents.Show lesspacificmark
Awful
I was excited about using Lugg. The first time I used it to move some boxes from storage into my temporary apartment it was great. But when I used them to move our furniture to our new home, the ugly truth was revealed. Not only did they ruin $1900 worth of furniture (4/6 large brand new furniture items were damaged), but they showed up 1 hour late and left an entire car load of stuff that we had to take because they were running late to their next Lugg. To add insult to injury the process of getting reimbursed for our ruined new furniture was incredibly difficult and they were only will to offer a fraction of what was damaged only after we showed them original receipts. We paid $1100 for the 2 Luggs, had $1900 of new furniture damaged a received a total of $452. While 1/2 crews were very nice people (the other was not), If you have nice things the you care about, I would avoid at all costs and go with professionals instead.Show lessMichael Alexander
