Lugg - Moving & Delivery 4+

Not user friendly & lacking

Downloaded app while in a Costco to set up a couch pickup and delivery. Submitted the request on a Friday for the following Tuesday. App gives you day and 1 hour time frame choice. Chose Tuesday from 4-5pm. Received a text message the day of stating luggers will be heading out to pick up some time between 4-5. Pick up from 4-5? Who cares what time they pick up. It’s a Costco, I only care about what time they will arrive! Very vague with their wording. And the pickup time really does me no good if I’m trying to coordinate what time to be at the destination address. In this case if they arrive at Costco at 5pm they will hit traffic and I have no idea when they will arrive. Here’s the problem: the luggers called and said they had just received the order a coupe hours ago. They were coming back from the Bay Area and would not be to the pickup location until 6 or 6:30. So my initial time frame was not even close to accurate. They ended up delivering about 7pm. Which means I lost 3 outs if time waiting for moving due to this apps inability to comunícate effectively. Thais app is horrible and a waste of time. I would have been much better off just being someone off CL with a truck. Don’t use this App

Developer Response ,

Hello ghttt3! We're very sorry to hear about your experience and any confusion you may have had using the app. Please reach out to our Support Team at support@lugg.com where we'd be happy to clear anything up for you. Hope to hear from you soon!

Nick - Chicago Lugger with 5star rating

One word BAD. I worked with this company for a short period and my honest opinion is they lack professionals from customer service all the way down the totem poll to the labors. Your better off renting a truck and or van to move your own items with the help of a friend or relative if you don’t have ether your still better off doing it your self cause no one on this platform is a professional coming from a true professional who worked on this app as a helper you have to be a dispatcher, customer service rep, laborer, several different other categories of management. you would not get any help from Customer Service and then in the likelihood of damages you would be charged with no proof or debating claims you can drop off an item and a customer can damage it and you will be charged point-blank. No discussion no investigation.. Believe me I’ve tried. I’ve even went a step further and equipped, myself with a body camera to have footage of these moves. Booked by Lugg and let me tell you bad bad bad unprofessional from beginning to end and I have the proof my profile will show you. I have over 100 moves, but one bad review due to Lugg telling individuals that we can do the impossible. Once again, I have proof screenshots of messages videos email sent. to Customer Service and let me tell you they do not care so don’t waste your time working or booking any moves to this company trash

Very convenient but inconsistent

I use Lugg at least twice a month for moving furniture. Very convenient and flexible scheduling. Guys mostly are in good spirits. About half are good at loading a truck, half aren’t. This is ok even though about 30% of the time something gets slightly damaged (scratched or dinged). The convenience is worth it to me. My biggest complaint is that lately, the Lugg XL has been inconsistent. XL should not be a van, even an oversized van. That simply doesn’t hold enough stuff. XL should only be a box truck. Also, the last two times there were issues with being notified properly. One time the guys called and said they’d be there at 2:30, but my window was 3-4pm. I wasn’t at the location and they said if I couldn’t meet them now, they’d have to cancel. Then yesterday I did not get notified that the guys were on their way, which I always do. Just customer service things like this have faltered lately. Hopefully it’s just an anomaly.