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          Business Profile

          Storage

          LuggageHero

          This business is NOT BBB Accredited.

          Find BBB Accredited Businesses in Storage.

          Complaints

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          Complaint Details

          Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.

          Showing all complaints

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          Complaint Status
          Complaint Type

          • Initial Complaint

            12/18/2024

            Complaint Type:
            Product Issues
            Status:
            Answered
            I booked a luggage storage service for Dec 14, 2024. The store when I arrived around 8:45am, there was no available attendant to assist me. I waited for a while, but I had a upcoming appointment so I left. I contacted LuggageHero for the incident, but the customer service, despite it says 24/7, has not responded to my message for more than ****************************************************** ***********, which has such different time zone and he hasn't issued the refund even the service guaranteed a spot for my luggage storage which they failed to provide. Not only that they charged me for "no-show fee" for $26.50 which is more than the hourly storage fee that I should have charged if I was able to use the service. (Booking ID **********

            Business response

            12/30/2024

            Hello there ??,
             
            ******* from LuggageHero here!
             
            Your message arrived when we werent available. Can you please confirm if you still want to proceed with your concern? We do apologize for any inconvenience this might have caused. Please let me know if you need further assistance on this matter
            *******
            LuggageHero

          • Initial Complaint

            10/21/2024

            Complaint Type:
            Billing Issues
            Status:
            Unanswered
            I needed to store a backpack for an afternoon in *********, **. I found LuggageHero as an option. I went through the process, selected that I needed to store one singular bag, was given a location to go to and a confirmation number. Upon arrival at the location, I was told that LuggageHero is simply a third party. The location could then not find my reservation at all, and was unable to take my bag as expected. I did not have time to call LuggageHero and go through their multi-step support system and could not cancel my reservation. Therefore, I simply booked with the actual location (Luggage Drop in *********, **). I then noticed a charge for $29.10 on my credit card from LuggageHero. When going to have it simply refunded, I was told that it was a minimum charge for two bags which was not stated anywhere. In the supporting documentation, you can even see that I was told it's possible to book one bag, but that it then defaults and charges for the minimum. This was not made clear across the website. I also did not use the service as intended, as my reservation could not be found or confirmed. Therefore, I demand a full and immediate refund. Unfortunately, LuggageHero has stopped responding.

          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. ↩

          BBB Rating & Accreditation

          D

          This business is not BBB Accredited

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          Reasons for BBB Rating

          Contact Information

          137 W 25th St

          New York, NY 10001

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          Customer Complaints Summary

          3 total complaints in the last 3 years.

          2 complaints closed in the last 12 months.

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