Complaints

• Initial Complaint

  09/10/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Complaint and Request for ****************************** Dear Sir/*****,I hope this letter finds you well. I am reaching out to the Better Business Bureau to raise serious issues regarding the service provided to me by *******, especially after having chosen their premium plan with a promise of timely delivery.I placed my trust in Lugless for the delivery of my luggage under order number *********. For this service, I was charged $533 on shipping and an additional $159 for the premium plan assurance. The assurance was clear - my luggage was guaranteed to arrive by September 5th. Regrettably, it was delayed and didn't arrive until September 7th.To further complicate matters, even though the Lugless system indicated that my shipping label had been generated, there was no such reflection in the system upon verification. This glaring oversight forced me to engage directly with ***** to schedule a pickup. This was an unexpected inconvenience as I anticipated a seamless service from Lugless.The delay not only disrupted my itinerary but also escalated into unexpected financial outlays. I had packed essential items in my luggage, the absence of which compelled me to spend an additional $215 at Walmart.Even more concerning was the state of some of my items upon arrival. My $325 made in ***** ******************* cooker and $150 instant pot were damaged beyond repair, with exposed wires and a shattered base. Additionally, my $87 Le Creuset mug arrived in pieces.The decision to utilize ******** services was rooted in its reputed reliability. While I believe challenges are inevitable in any business, the manner in which they are addressed speaks volumes about the company's integrity and dedication towards its clientele.I sincerely hope that the Better Business Bureau will assist in mediating this situation. I seek reimbursement for my damaged goods and compensation for the unforeseen delay and expenses I incurred due to the service lapse.Warm regards,

  Customer response

  09/21/2023

  I have not heard from the business in response to my complaint.

• Initial Complaint

  06/01/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  To whom this may concern, I am requesting a refund because Luggage Forward failed to deliver any of our luggage and even lost one of our items during the process. They offered us a $500 reimbursement for the lost bag and nothing for the luggage that failed to arrive. This failure resulted in us having to spend over $1500 on replacement equipment during our trip and another $1000 to replace the lost items. We lost use of our equipment for the rest of the winter season and were not able to utilize our 4 season pass tickets which are valued at over $2800. Luggage Forward is claiming that they are not responsible because the shipment was held up by customs, which would disqualify the order for their "double guarantee". I am not asking for their "double guarantee", just the $1500 we spent on this service and the additional $500 we are entitled to for the lost bag.On their website Luggage Forward claims they are experts in international shipping and can get packages through customs due to their "partner relationships". In fact, they are just shipping with ***** and have no direct experience with international shipments. They are simply reselling ***** with no additional value added. My correspondence with them clear that Luggage Forward did not "do all we can" to ensure that the luggage arrived on time. Instead, they waited until the day we arrived in ****** before they started reaching out to ***** to get updates. Despite the fact that it was already delayed by weeks.The issue with the shipment turned out to be a simple request for documentation that we had already provided Luggage Forward over a month prior to the delivery. There is no reason the shipment should have been delayed besides Luggage Forward's complete failure to monitor the shipment and its completely ineffectual attempts at a resolution. This was further hampered by the fact that Luggage Forward is just a middle-man and all communications with officials happen through *****.Please help me receive my refund which I believe is more than fair given the misrepresentation of Luggage Forward's capabilities as an international shipper.Sincerely,*************************.

  Customer response

  06/12/2023

  Hi,

  I have not heard from the business in response to my complaint (since submitting the BBB complaint).  I attached my prior correspondence with Luggage Forward when I first submitted my complaint but I haven't heard anything since then.

  Thanks,

  ****

• Initial Complaint

  08/30/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I paid Luggage Forward $3,850 to ship 10 items (6 boxes and 4 suit cases) from ************************************** to *********, **********, ****** The items were picked-up for shipment on August 16, 2022. I packed and labeled the items with the prepared documentation to assist in timely customs clearance between ********* and *************. I packed in each box and suitcase an Apple AirTag to track the shipments across the entire route.Luggage Forward guaranteed delivery on Thursday, August 25. If not delivered on the date promised they would double your money back. We were confident with this kind of guarantee they would deliver. They did not deliver.We sent an email and left a voicemail Friday morning August 26th, our delivery was made a day late. It was scheduled to be delivered August 25th but was delivered August 26th in the afternoon. Per your guarantee, if not delivered on time ` double our money back.There were 3 items that arrived broken: a Corkcicle glass in its original box, a beer glass and a coffee mug, all with bubble wrap. We have photos.I received a reply email from *****************************, ********************************** at ************** which stated there was a delivery attempt on August 25, 2022, which was our guaranteed date and claimed the order was not eligible for the Double Money Back. This statement is a lie. It is unprofessional and unethical to state something that is not true. We were home the entire day August 25th. Another rep said an attempt was made August 22. We have security cameras and no attempts were made either on the 22nd or 25th. Our Apple AirTags inside showed our bags/boxes never left the facility until August 26th, a day late. We have all the emails as well, stating the ONLY date to be delivered was August 25. Luggage Forward repeatedly got the delivery date wrong and I had to send emergency emails to them because the dates were wrong and no one would be there. The date was ALWAYS the same but they kept saying we changed.

  Customer response

  09/10/2022

  I have not heard from the business in response to my complaint.

• Initial Complaint

  08/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Send my golf bag and clothes using Luggage Forward early July. *********. Did not arrive to my destination. Tracking said it was lost in ******. I contacted the service. They were always confused about what the process for finding my bag was. They started calling me every other day to tell me the bag was not found. It became harassment to learn they were spending more time calling me with no update when they could have spent that time looking for my bag. I get it. It's been a month. It's lost. In this day, it's virtually impossible to loose items with the trackers *** has. Clearly it was taken. I was told I would get the standard $500 in case back for my loss. It's been weeks. Nothing about this is standard. They should have better CS, a policy for people in my position that are out of thousands of dollars not only because my clubs are GONE but because I spent the last few weeks renting new clubs.

*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. ↩