Lugg - Moving & Delivery Reviews

Late, Unreliable Movers

PoodleNoodle1221

I had two days of horrible experiences with Lugg. The first day, they arrived two hours after the ETA I was sent through their automated system, and then arrived without one of my items. I tried to contact them to arrange a second pick up, but the only way to contact them was via email. They didn’t respond to my email until I had already gotten the notification that someone was picking up my missing item in the middle of my work day. I specifically told them I couldn’t speak to them on the phone during work hours due to the nature of my job, and yet they called me repeatedly until I picked up. I couldn’t get home to meet them, so I arranged for them to leave it inside the gate. When I got home, they had left my gate wide open with the furniture inside. The entire experience was unprofessional and unreliable.

Speechless

Rynona

I bought a big wardrobe cabinet thing at the Restoration Hardware sample sale yesterday. Lugs had a table set up there for assist the poor unsuspecting masses get their goods home. I had a vehicle sufficient to carry it home, but that RH stuff is heavy and Lugs sold me on their services when they said they could deliver it that night. Well that didn’t happen. Said the van was too small and that they needed a bigger one. Ok, no problem. Tomorrow’s fine. When I got home from work tonight I found 2 huge gashes in my hardwood floors right in front of my new beat up wardrobe cabinet. It was thrashed. One of the doors was barely attached. They broke 3 of the 4 hinges on one of the doors and it now has a nice gouge in the side and two new ones on the front. The worst part is that I don’t even know where to direct my complaints (hence the review). My wife oversaw the move and said they had no idea what they were doing. But what was she going to do? Tell them to take it back? Oh, and it came in a small van. I guess they never found the big one. Anyway, pretty bad experience overall. Now I have a huge expensive broken piece of furniture, my floors took a beating and I don’t seem to have any recourse. The reviews here are either like this (bad) or 5 stars. Seems like a great concept, but there are limits. This was just too heavy and the guys were too little to move it safely. Apparently, they were light on equipment and padding too. I’m not even going to go into the confusion and before the delivery. Oh yeah, my delivery window ended up being a convenient 9am to 10pm... yes, all day. They nailed it though. Right after lunch. Well done LUGS.

Beware major “glitch” in system

kak973

I had an 800lb armoire that needed to be moved down to garage and I stated that upon scheduling that it was heavy. Rather then calling me to check on weight the company Lugg sent out two guys to “assess “ situation telling guys it might be typo. When guys arrived they looked at my armoire and said “that’s to heavy we need more people”. So at that time I had to order another crew to come help. In the mean time I had to pay per minute for the original two guys to wait until the second crew came. The second crew took over an hour to get here. A job that should have only been $80 was now $300 when all was said and done. This is a major glitch in system. All they had to do was call and double check weight. Furthermore, there is not a number to call for customer service.

Moving made easy & simple

Smikum

Lugg was easy to access & their service was prompt & satisfying

Over charged, no way to complain

rz-7789

The company over charged us because they sent a larger truck without our permission. They texted us saying it would be the same rate , but they actually double charged us. It is extremely difficult to ask for refund and argue because they do not have a customer service line. They do not respond email either. Their truck came quickly though.

Don't recommend

ChristiaJ510

Workers smell like weed, they broke my furniture, support customer service is terrible. The contractors only form of communication to their support is texting so we didn't get a quick response. Due to the slow responses the $1.50/minute in labor costs added up really quickly. If you want to save money I wouldn't recommend lugg. Terrible experience

A lot of hidden fees

hait-888

I ordered this service with their initial quote of $71 (with $10 discount) but ended up being charged about $300. There is no customer service line that you can call and argue. Their movers do accept tips in person but the app also asks for tip again. Email to their support did not work.

Lugg is the best service ever!!

Wowwhosthatdude

Love them! Fast prompt efficient and careful! Can’t ask for more!

Awesome job!

Anjoucat

I was scrambling to get the sofa from the store to my place. Looked at renting the van from different places, borrowing a big car from friends... saw lugg card at the world market store. From downloading to getting the sofa in my living room was a breeze!! And I also got a first time user discount!! Thanks Lugg!!

Lugg - Moving & Delivery Reviews – Page 23