Absolutely not. I’d never go back, buy again, or use them again.total experiences
replied on google
Most reported issues
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Experiences
The final charge significantly exceeded the initial price quote.
Business reply on Google
Hi there, thank you for your review! We are sorry to hear your Lugg total was higher than expected. Please email us at [email protected], and the team will be happy to review your bill to ensure it is correct. We hope to hear from you soon!
Staff exhibited rude and unprofessional behavior toward the customer.
Business reply on Google
Hi Seongyu! Thank you for your review! We are terribly sorry to hear about your experience. We see our support team has followed up with your email and we hope we were able to make things right. Should you have any other concerns, please let us know!
Customer overcharged for minimal labor and delivery services
Business reply on Google
Hi Goldy! Thank you for your review! We are so sorry to hear about your experience and that the crew did not follow your specific instructions. If you'd kindly email our team at [email protected], they would be happy to address any concerns you may have and make things right with you. We hope to hear back from you soon!
The service was unreliable and the pickup was delayed significantly.
Business reply on Google
Hi Coleen! Thank you for your review! We are sorry to hear we were late to your Lugg and that your crew did not have the supplies we offer. Our support team has followed up with you via email and we hope we were able to make things right. Should you have any other concerns please let us know!
movers illegally dumped an old mattress at a local park
Business reply on Google
Hi Danny, Thank you for bringing this matter to our attention. We want to assure you that we take such reports very seriously, and we have already launched an investigation into this incident. Lugg is committed to responsible and safe service, and what you've described does not align with our standards or values. We're taking steps to address and correct this situation. We apologize for any distress or inconvenience this has caused in your community. If you have any further information, please don't hesitate to send it to us at [email protected], as it will assist us in our investigation. We appreciate your help in maintaining the integrity of our services. Best regards, Team Lugg
movers arrived late, damaged items, and refused to correct billing errors
Business reply on Google
Hi Nurah, We're genuinely sorry to hear about the challenges you faced during your recent experience with Lugg. It's incredibly important to us that our customers have a smooth and reliable moving process, and we deeply regret that we fell short in your case. We understand how frustrating it can be when there are delays, billing discrepancies, and damage concerns. This is not the level of service we strive to provide. We appreciate your feedback and would like to make this right. Please note our Support Team has followed up with you via email regarding your refund and replacement compensation. If you have any further questions, please use that email thread to continue the conversation. Once again, we apologize for the inconvenience you've experienced. Your feedback is invaluable to us, and we hope to rectify this situation and provide you with a better experience in the future. Best, Team Lugg
Final service cost significantly exceeded the initial app estimate
Business reply on Google
Hi Travis, thank you for your feedback. We apologize for any inconvenience caused by the price discrepancy. We do our best to provide accurate estimates based on the information provided. After reviewing your account, we see that the base fare *before* labor minutes totaled $117. We always recommend checking the details of your order before confirming to avoid any surprises. We'd be more than happy to further explain and assist in any way we can. If you have not already, could you please email [email protected]? We appreciate your business and hope to have the opportunity to serve you better in the future!
Movers caused property damage and failed to provide promised compensation.
Business reply on Google
Hi Evan! Thank you for taking the time to submit your review. We are very sorry to hear about your uncle, David's experience. We always strive to provide the highest level of service and sincerely apologize that his walls were damaged during his recent Lugg. We encourage him to continue working with the Damages Team to resolve his claim. We look forward to making this right!
Excessive charges for incomplete transport and inefficient loading time.
Business reply on Google
Hi Sherry! Thank you for taking the time to submit your review. We are very sorry to hear about your experience. We always strive to provide the highest level of service and sincerely apologize that your crew did not live up to that standard. We'd love the chance to make this right. Please email us at [email protected] so we may assist you further. We hope to hear from you soon!
Company charged for services five months after the move without notice.
Business reply on Google
Hi Jada! Thank you for taking the time to submit your review. We are very sorry to hear about your experience. We always do our best to be as transparent as possible regarding our pricing. If you'd like a more detailed explanation of your bill, please email [email protected] so we may assist you! We'd love the chance to make this right, so we hope to hear from you soon!
Company changed delivery address and refused to provide a full refund
Movers damaged furniture and offered inadequate compensation for the repair.
Company allegedly exploits drivers and helpers financially
Inaccurate load estimation and lack of clear cancellation policy
Movers damaged door lock and company is unresponsive to complaints
Poor dispatch management and unfair treatment of moving staff
App limitations and poor communication led to cancelled delivery service.
Company failed to replace a table top broken during delivery.
Movers damaged furniture and abandoned it on the street
Unprepared staff failed to complete task and truck broke down onsite.
Business reply on Google
Hello, we're very sorry to hear about this experience that you've had here with us at Lugg! This is well below our standards of service. If you have not done so already please reach out to our Support Team at [email protected], we hope to hear from you soon so that we can make this right!