Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/11/2025

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a complaint against LugLess for unauthorized charges, misleading pricing, and lack of transparency regarding my snowboard shipment. When I used LugLess to ship my snowboard, the estimated cost displayed on their website was $37.99, and I added $18 for insurance, which I paid upfront. However, two months later, LugLess charged me over $200 in additional fees without any prior notice or warning. Upon reaching out to customer service, I was informed that the extra charges were due to peak-season pricing and size-related fees. However: At no point during the booking process was I informed about peak-season surcharges. There was no clear indication of when peak pricing applies. The system did not notify me of any size overage at the time of booking or drop-off. I was only charged later, without a chance to verify the measurements myself. All additional charges were deducted from my bank account without warning or consent. LugLess avoids accountability, repeatedly blaming the postal service’s measurements instead of addressing their lack of upfront disclosure. Their website advertises deceptively low prices, misleading consumers into believing they are getting an affordable rate when, in reality, hidden fees are applied later. The online claims process does not function properly. When I tried to file a claim by uploading photos, the webpage remained stuck in a pending state, preventing me from proceeding. As an international student who had just arrived in the U.S. at the time, I felt completely helpless. I was not given the opportunity to verify or dispute these excessive charges before they were withdrawn from my account. I am requesting BBB’s assistance in: Obtaining a refund for the unauthorized charges. Ensuring LugLess provides transparent pricing upfront, including all potential extra costs. Investigating their misleading advertising and broken claims process. Thank you for your time and assistance. I look forward to your help in resolving this matter

• Initial Complaint

  Date:02/24/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They promised to transport my goods, and I also purchased shipping insurance. However, my items were broken, and they refused to compensate me. Their reason was that they only compensate for clothing, but they never showed me this condition when I purchased the insurance. Clearly, clothing is almost impossible to break or get damaged during transportation—only other items would. I believe this is a case of fraud.

• Initial Complaint

  Date:01/30/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Company is a facilitator for luggage delivery alternative to airport. Luggage was delayed which resulted in cost of replacing clothing that was necessary for climate. Company denied accountability and blamed on a damaged shipping label caused by delivery co (*****). This was proven not to be true by video of luggage we took when we noticed a zip code error on Lugless.com label provided. They then blamed me for address error. After taking video of the process of booking this service it was noticed that their site auto populates the address and does not show zip code. The customer has no control over putting an address in manually. This is a software error that was not updated to show delivery address had a zip code change. They have acknowledged this error but will not compensate for costs this incurred.

• Initial Complaint

  Date:01/18/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent a package through Luggless and *****. It was misplaced. I tried getting the claim back from ***** but they kept running me in circles and not responding. I am not sure if they have sent it to Luggless because they keep saying they have. There is no way to contact Luggless. I have been trying but it has been to no avail. It is Luggless’s job to contact ***** on my behalf as I sent my package through them but there has been no word from them. I have been fighting for my package since December 9

• Initial Complaint

  Date:01/08/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Lugless quoted me $70 to ship a ski bag and after shipping it for that amount, they added new charges totaling $380 on my credit card. That is more than 4x the original quote. This is clear bait and switch. They claim that they were charged more money by ***** to ship my bag but provided no evidence of this. They also charged me for a 60lb bag when the bag only weighs 29lbs. I’ve provided evidence of my ski bag dimensions and weight but they have not made any effort to help me dispute these charges or offer a refund.

• Initial Complaint

  Date:11/06/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Shipped a bag with them , lost in the transit , worked with ***** for over a week and spent atleast over 70 hrs and unlimited amount of stress for the missing valuablle items in the bag. NO suport from lugless was offfer and now when ***** finally dropped the gun and decleared the baggage as officially misisng and adviased to file a claim , LUGLESS NOW says that any claim amount that LUGLESS receives from ***** will not be officially be transferd to customer ( ME ) and lugless takes no responsiability for missing /damaged or any sort of loss that customer is facing . very unfair business practive that i have seen and requesting my compansation . they have not even refunded my missing baggage amount nor the amount paid for the shipment . ***** TRACKING ************  email address used ******************** lugless comfirmation Confirmation #*********

• Initial Complaint

  Date:10/04/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Lugless delivered my luggage at 26 September,the wallet in my suitcase was lost,someone just taken it in the delivery,all my bank cards ?employment authorization card?social security card all lost,I need to replacement all of them, it’s a complicated and time wasting process,so much inconvenience,even though I bought insurance for my luggage,the lugless still refuse to responsible for my lost.

• Initial Complaint

  Date:10/03/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  one of the buggest mistake is to opt shipping via lugless. it was done via *****. Package (checked bag) went missing and the lugless asked to open claim after a week of so said "exhaustive" search from ***** that the package was not found and was given a case number for *****. Lugless asked to itemized the list of items from the checked bag which totaled upto the value of $3000. they merely closed the claim today stating your claim is issues for $100, without any explanation or mockingly the customer that didnt even the cover the price of the bag and rather the shipping services that i paid for. there was no direct customer care contact number and was and was hiddent charges to talk to the service rep. both the ***** and lugless customer care are either rude and unresponsive. after countless calls with ***** and when they have done with their 'search program' which lugless stepped in and issues me a refund of $100. which is not at all acceptable Date of shipping : sep 6, expected date of delivery : sep 12

• Initial Complaint

  Date:09/13/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The company (Lugless) that deals with luggage transportation damaged my luggage rendering it useless and refused to compensate for it saying it was common wear and tear

• Initial Complaint

  Date:09/06/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I shipped a box with Lugless via *****. The box is 18x18x18 and 7 lbs. Several weeks after delivery, Lugless suddenly charged me an "Additional Weight Adjustment" for 16.8 dollars and withdrew from my credit card without my permission. After I contacted them, they sometimes said this is for an additional weight for 40 lbs, sometimes said this is for additional dimension because it was alleged to be 19x18x18. I bought this box from Amazon and it is 18x18x18, and it's not even possible for a 18or19x18x18 box to weigh more than 25 lbs, not to mention 40 lbs. I disputed it and provided photo of 18x18x18, but they said I had to provide photos indicating that the weight is less than 25 lbs, which is insane and ridiculous. And they said they cannot refund me if I cannot give them these photos.