ComplaintsforLuggage to Ship

• Initial Complaint

  04/01/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Feb 25 - booked shipping for a 25lb suitcase to be picked up from ********** to *******. Paid ***** for the shipping. Was for 5 day service. They advised me that *** lost the suitcase. I was asked to file a claim with Luggage To Ship with pictures and and tags and cost of each item in my shipment. Which I provided. The estimate cost was 2200$First they said *** have declined my claim. Then they want to give me $250.00 which is the free insurance that was included as part of the basic delivery service. This does not cover the value of the contents of an entire suitcase. This is completely unacceptable. I went thru the shipping company rather than directly with *** or ***** as they had claimed to provide a secure and tracked shipment which they were to handle. They made me go thru so much trouble wanting individual pics and tags of everything. They did not have a way of uploading a large file and made me email them a few pics at a time. Then said those are not good enough and made me redo it. I went thru their company and not ***. As far as Im concerned, the shipment was their responsibility. If the 3rd part they use failed, that is not my problem. They took responsibility and I expect them to reimburse me for the value of the contents of my shipment. I followed everything they requested and they asked me to prove it which I have. They asked me to prove the contents of the shipment and the value. They now need to reimburse me for the value of the contents of my suitcase.

• Initial Complaint

  05/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I made a complaint before with BBB #********. Luggage to Ship contracted with ***** to deliver my suitcase to ***** in October 2022. My suitcase was never delivered, after many months of back and forth, we were told that ***** does not deliver to the town, ***********, in *****. This is something we should have been told from the beginning. Now, they are asking more money to return the luggage to *** or deliver it to the address we gave them. BBB closed out the original complaint above, because I was petitioning a refund from ***** and I was told I had to go through Luggage To Ship. So, I did and ***** denied the claim. So, per BBBs advice, I am filing a new claim against the shipper, Luggage To Ship, for a full refund.

  Customer response

  05/24/2023

  Good evening Ms ***** I (******) made the purchase on my credit card and therefore am asking for a refund to my card. I did it on behalf of my mother (****), because she was traveling to ***** and has since returned from ***** in March 2023.

  Business response

  06/08/2023

  Dear BBB Complaint Analyst,

  Hope this response finds you well. 

  We can offer customer 50% refund on the original shipping fee for amount of $108, and this amount is considered a goodwill from our side.

  The shipment has been processed and charged by the ****** and ***** are not giving any credit on the shipment. 

  We valued our customer, and trying to resolve the case in good matter.

  Best Regards,

   

  Customer response

  06/16/2023

  Dear *** **** and Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and I have determined that my complaint has NOT been resolved because:

  The business owner, LuggageToShip.com, whom I purchased the service from, are responsible for their subcontractors and ensuring that their website and services are up-to-date and accurate. I did not go on ******* website to purchase the service, I used LuggageToShip's website, which says that they deliver to ***** and at the time, there was no restriction on where they deliver in that country. Indeed, at one point in the email exchange, the LuggageToShip representative tried to blame ***** for not notifying them that they do not deliver to anywhere outside of **************, ***** (the capital city in the south). However, now it is reasonable to assume that after this very long ordeal, LuggageToShip now knows this.

  Tonight, I went on their website and re-created the order I placed in October 2022 to send a suitcase from *** to ***********, *****. And per the attached screenshots, their website still processed my order and is waiting for me to submit payment of $114 to ship a small suitcase to ***********, even though LuggageToShip now knows that they cannot provide a shipping service to this part of *****. The business is owner is 100% responsible and as a customer, I am not asking for "goodwill". Rather, I entered into a contract with LuggageToShip.com and paid for a service and they did not provide the service. And as of June 16, 2023, they are still offering a service (delivery to *****), despite knowing that they cannot provide this service. Thus, they do not even have good faith to correct this error to prevent another customer from experiencing this as I did.

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *****************************
  
  
  
  
   
  

• Initial Complaint

  02/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Good day, I would like to issue a matter that was left unresolved.In October of 2022, I ordered a door to door pickup and drop off with the Luggage to Ship company. Getting the dates scheduled for the collection was a 3 day trouble.My Luggage and boxes was collected in the ******************** and was moved to *************** ******* in a matter of 3-4days. On the day of delivery, my boxes was left unattended on the first floor of the apartment complex, and I lived on the 3rd floor. Had I not receive a e-mail several minute later, stating that my things were delivered, I would not have known. I immediately went to check my door step as I did not hear a knock on my door, just to find that my Luggage and boxes was left neglected by a delivery company. My one box with my Brother SE600 sewing machine was found torn. The embroidery attachment was missing. I reported this issue. They mentioned that they did an investigation that I knew absolutely nothing about. The case on this issue got dismissed. Some time later, I then notice that my sewing machine is rusted and had a bottom bobbin case missing. My digital screen is cracked completely. I tried calling the company with no success. I went as far as trying to get my sewing machine repaired but it is completely broken and cannot be fixed. I have proven to the company before some pictures. But when I use to call for follow up they were very nonchalant about assisting this situation. I need help as soon as possible as this a huge amount of money $500 down the drain. My sewing machine is only 8months old. It was brand new. I would like to continue my work. Thank you for taking the time to support me in this circumstance.

  Business response

  02/21/2023

  To: ******************* BBB Complaint Analyst

  Feb. 20th, 2023

  Re: Complaint assigned ID ******** Dear *****,
  

  Thank you for your letter that we received in our office on Feb. 08th, 2023 regarding one of our customers complaints. After careful review of the customers case, we believe that our service is fair and does not negatively impact the public interest.
  

  Luggage to Ship is a service platform that provides worldwide shipping service options via DHL, **** and ***** operations. Our mission is to provide quality services with reliable, convenient, and affordable door-to-door shipping solutions available.
  

  Customer booked to ship 4 of her packages from *********** to ******* using *** ground services, under master tracking # ****************** with insurance amount $250 for each package. After *** delivered the package, the customer informed us there was a damaged item. After communication with *** and the customer, we filed a damaged claim on behave of our customer to *** claim Department on Oct. 19, 2022. The insurance coverage is up $250 for the claimed package and waiting on *** investigation and claim result.
  

  We got the *** investigation result back on Oct. 27, 2022, and states *** trying to get access to the claimed damaged package for inspection. However, they make multiple attempts, but have been unsuccessful. Therefore, they denied and closed the damaged claim case.
  

  We communicated to customers on time with all this information, and we had an email conversation on this issue as well. At the end, the customer asks for the Direct contact of **** and we provided to the customer on same day we informed customer the result on Oct. 27, 2022. And the customer never contacts us back on this issue since then.
  

  In conclusion, we work hard and are dedicated to our service and customer satisfaction is our goal. However, like every business, the service is limited to terms and conditions agreed upon, and the result of the damage claim is subject to *** claim departments final decision. Your kind understanding and considerations are very much appreciated.
  

  Kind Regards,
  Luggage To Ship
  *********************** *** ********* ** *****

  Customer response

  02/22/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  This is an unsatisfactory answer. I would like proof that they have exhausted every attempt to contact *** claims department concerning my lost/ and damaged good.

  
  

  I am giving them **** business days with a correct and prompt response, if not I will take this issue further and escalate this matter.

  
  

  I am looking forward to hearing back from them soon as to how they will resolve this, with a financial compensation or a new Brother SE600 embroidery/sewing machine. My business is on hold because of their negligence. 

  
  

  The situation with Luggage to ship and *** is their problem not mine. They must not outsource my issue to their delivery service. When I signed disclaimers and agreements I did not sign a separate agreement with ***. 

  
  

  I would like to get this matter resolved as soon as possible. 

  
  

  Thank you. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *********************
  
  
  
  
   
  

• Initial Complaint

  11/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid to have two pieces of luggage shipped across the country via ***** through LuggageToShip. I dropped the suitcases off on the day of shipment exactly as instructed--not placing them in a box, using a lock, etc. The handles were fully retracted. When I received the luggage at its destination, one of the handles had been destroyed--bent and torn so that it no longer could be retracted or used to move the luggage, rendering the luggage virtually useless. When I contacted luggagetoship, they informed me they'd have to file a claim with ***** (despite advertising a basic insurance plan of up to $250). ***** denied the claim on the grounds of the luggage being improperly prepared, which didn't make sense to me as I'd followed luggagetoship's preparation instructions exactly, ***** were the ones who pulled out the handle and caused it to get damaged, and it didn't seem right that the company who did the damage was the one deciding whether they were liable. This was $200 luggage that is now ruined and I'm out that money for trusting this company.

  Business response

  11/02/2022

  ***       ***************************** *** ********* ******* ****** **************             *** **** **** ***       ********* ******** ** ********

  
  Dear ******,

  
  Thank you for your letter that we received in the email on Nov 1st, 2022, regarding one of our customers complaints. After careful review of the customers case, we believe that our service is fair and does not negatively impact the public interest.
  Like Expedia, Luggage to Ship is an online service platform that provides options and discounted worldwide shipping services via DHL and ***** operations. Customers book online, choose the courier and services that suits to their budget and needs of service, and agree with the term and condition of the services. Our mission is to provide quality services with reliable, convenient, and affordable door-to-door shipping solutions available.
  The customer ************************* booked to ship two of his packages from ************ to ******** with ***** Ground services, under tracking #************ and #************. Customer was provided with insurance and cancellation terms during insurance section for the booking process. Our insurance terms states that insurance only covers loss for missing package in transit,and does not cover any cosmetic damage on luggage, bags, and boxes as it is considered ad packaging material. Scratches, broken wheels, zippers, and handles, etc., are not covered by insurance. Customers need to confirm the insurance before the order can be completed. And if there is any claim that needs to be filed, we will be assisting customers to file with *****, as ***** is the party handling the packages. The result of the claim is subject to *****s claim department investigation and ***** makes final decision of the claim.
  ***** had picked up the packages on 10/18/22 and delivered it on 10/20/22. The customer came back to us informed that the handle was damaged, and we informed the customer that it is not covered by the insurance. As customer is our top priority, we still spent our time and efforts gathering information to file the damaged claim with ***** for our customer. However, the damage claim was denied by *****s claim department.
          In conclusion, we work hard and dedicated to our service and customer satisfaction is our goal. However, like every business, the service is limited to terms and conditions agreed upon, and the result of the damage claim is subject to *****s claim departments final decision. Your kind understanding and considerations are very much appreciated.
  
  Kind Regards,
  ******* ** **** *** ********** *** ********* ** *****

  Customer response

  11/04/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   I was actually not ever given any info about their basic insurance coverage aside from the fact that it existed, and regardless a company whose sole purpose is to ship luggage should not allow for the luggage their customers entrust them with to regularly be damaged in transit. At the very least their preparation instructions should reflect the shipment carrier's policy, ie don't explicitly tell the customer to not put their ********************** in a box when the carrier considers that improper packaging. Ultimately luggage to ship's negligence in adequately informing and preparing their customer about/for the shipment process caused me these damages and I should receive compensation for that.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *************************
  
  
  
  
   
  

*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. ↩