I booked a truck specifically due to the dimensions of the truck as I was moving a treadmill. A cargo van arrived and both movers acknowledged the treadmill was too tall for the van clearance. I had a limited window to move the treadmill and in order to use the van, I was forced to breakdown and disassemble the treadmill. Prior to agreeing to do that, the lugg movers contacted Lugg to confirm that I would not be charged for the time to disassemble the treadmill, since this was purely to accommodate Lugg's error of sending a van and not a truck as reserved. The movers said I would not be charged following a phone call with Lugg. In line with other comments here, I was charged for the entire wait time (121 minutes). The unload was billed at 8 mins, which is also a gross overstatement and confirmed by the driveway cameras at my house. If the movers want to stand around in my drive way and talk after the item has been unloaded, you will bill me for that? Seems quite obvious the movers know how to stretch our the move to increase the billable time. Customer service kicks back an auto message asking me to email the support account, which I do. Each message kicks back the same generic response. Last experience working with this company. read more

What was surprised to be a $250 move cost us well over 5k in damages and repairs. And I have still not gotten any help from lugg. I very rarely write these, especially negative ones. However, my most recent experience with lugg is one for the books 1. the 2 lugg guys were nice guys, however, whilst moving the large fridge, it tipped over and damaged a pillar in the house, broke a planter and created a massive dent in the subzero fridge. 2. They moved a couch from the second floor to the first floor, banged a hole into the wall next to the staircase and scuffed the walls and staircase. I was forced to fix all the damages to our friend's house and lost the full amount of the fridge, which I had already posted on EBay for sale and had accepted an offer on. the lugg guys were super nice and apologetic. They said to contact lugg, which we did over 2 weeks ago. I got an generic automated response and a second human email saying that somebody would contact me from claims dept. guess what... nobody has contacted us. several follow-up emails were sent, with no answer from Lugg. Lugg should be ashamed. stand by your work. A reimbursement is needed. read more

Lugg - Dented subzero fridge - rendered useless - Movers Near Me

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I bought a sofa bed at Living Spaces and because it was an "as is" model, they did not provide shipping. They suggested Lugg. And since I really wanted the sofa I tried them. I signed up on line, very easy to use and then Andy and Arturo were there in 25 min. Loaded up their truck with my sofa bed and was in my new apt 1/2 hr later. So easy! And reasonably priced. Arturo and Andy were so professional, friendly and did magic with a big sofa and a small elevator. I will be using them again to help off load our uhaul-- no searching for people to help move, Lugg will do it. So happy I found them!! Lynne-Anne McGrail read more

I LOOOOOOOOOVE LUGG x's 10 These guys work their butts off and they are super professional. Jonathan was today's pick up and delivery driver, he came to my place of business to pick up the items and now on his way to the destination. I can't express my gratitude to him, it's super hot outside and he kept a smile on his face your the best! Download the app now for all of your pick-up needs or junk removal. read more

Yes they are responsive, reliable and reasonable but here's what they did to the floor, wall and sofa!!!! Waiting to here back from them. There's no number to contact them. You can only contact them through email. Horrible horrible experience. read more

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The movers were great but the company is unscrupulous and predatory. They failed to inform me that I must contract to have 4 people move a piano. I contracted for 2 and had to unexpectedly hire 2 more to complete the job. I had to pay for the time of the first 2 to wait for the second 2 to arrive. They dispatched the second 2 drivers from over 1 hour away from the pick up location. There is no one at the company to talk to in order to rectify things. Lugg is a grifting company that uses the gig service economy business model to provide sub standard services under the guise that they don't know what's going on because they are not available and are using sub contractors. The CA DOJ should penalize and suspend this company from taking advantage of CA consumers. read more

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If I could leave zero stars, I would. The level of incompetence at this company is staggering. They don't care about your belongs when they farm out the movers. I have movers shatter a $2K television and per the Lugg policy, you are supposed to be refunded in full. Lugg does not have a claims department, does not have a staff to work with you. I have exchanged over 100 emails with people I suspect are bots. They have promised to send me a check but it has been over two months. There is no claims department and they will just mess with you to hope you go away. DO NOT HIRE read more

I ordered a pick up at my house to return to World market, where i have another item ready to be picked up. I ordered the Lugg and 2 hours later they informed me that they do not do that. They can't pick up from World Market and bring items back to my house. Lugg only goes one way?! They told me I had to order another Lugg for the pickup, even though they were going there already! And they knew my house. 5 Hours later a Lugg is available for the return. Should have gone to Dolly. read more

I have used Lugg several times and have had a good experience. However today they were supposed to arrive between 2 and 3 PM. I received a text saying they were at another job and would be here at 3 pm. It is now four and I have not heard from anyone. I have sent three emails with no response. They have no customer service team based on their response to other negative reviews. And they have no phone number of any kind anywhere. That should have been my first clue. I have no way of getting in touch with them. I have had to cancel two appointments and I am paying people to wait around at my house for several hours. They are completely unreliable and the lack of customer service makes it impossible to work with this company. My advice: don't waste your time. Hire a professional who will actually show up. read more

So... Lugg responded saying that the damage team was working on this with me. They are not! Unfortunately the same BS is still going on. Lugg is using every method they can to avoid making good on their own recklessness. Dear Yelp - we need a zero star option please. read more

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Gave me a window in which they'd be there, called at then end of the window to tell me they were and hour and a half behind. The furniture spot was going to be closed by then. Things happen but If you are an hour and a half behind you knew that before allowing me to sit and wait and they could have let me know. I had driven clear across town to meet them and I could've saved the time and trip and not had the furniture business owners waiting on me. Only gave 2 stars instead of one because of the ease of cancelling. read more

This is an update .. The guys ended up calling seven minutes past the time that they were supposed to be here to confirm. By then I was disappointed and had left a bad review...Ultimately they ended up coming later than expected. The guys that brought my sideboard were great and didn't damage my furniture. read more

DO NOT USE THIS COMPANY unless you are hauling junk. They go to pick up what is clearly a quality piece of furniture from a high end furniture store. They don't wrap it before putting on their van. My husband notices the damage immediately when it arrives. They say it was wrapped the whole time. Store owner has witnesses it was not wrapped when they loaded on the van. Two email response later they offer me $100 discount for a $$2500 piece that is ruined. I purposely ordered the larger van to ensure it would not get nicked. I trust the site that they wrap items I will fight til I get resolved. Save yourselves headache and DO NOT use them! read more

Lugg - Movers Near Me

Arturo & Sebastian arrived promptly and went right to work. They were quick, friendly and professional, taking care not to damage anything. The charge was very reasonable and actually less than we had anticipated. We look forward to the opportunity to hire them again as well as recommend them to our friends. read more

Purchase - Picked up & delivered the same day :-) They picked up my purchase (7ft mirror) from HomeGoods with in 30 mins of rescheduling a pick up. They were polite, professional & patient. I will definitely use this company again. Thank you! read more

Absolutely the WORST moving service out there! Don't be fooled by their seemingly low prices, it clearly shows in their quality of service. My luggers were very unprofessional and made me feel uncomfortable. They couldn't even complete the service they were apparently experienced in and tried to scam me for more money. Long story short: I paid $111 for my desk to be dumped outside and lugg ('Julie') DIDN'T EVEN PROVIDE ME WITH A FULL REFUND! Stay very far away from this service. Also lugg don't even bother replying to my review saying "sorry for your experience please contact support" just to save face. You guys have expressly told me multiple times now you won't fully refund me. read more

Their movers removed the sliding closet doors to bring the couch inside the unit and never put them back and left. The doors were against the wall in the hallway and eventually fell and broke. I asked Lugg for assistance to help clean the debris since essentially it was their oversight. They blatantly refused. The worst customer service experience ever. read more

I'm giving it 2 stars because one piece of furniture arrived, the other apparently flew off the truck on the freeway. Delivery guy was nice but very nonchalant about it simply saying dont worry they have insurance you'll get reimbursed. Since the service was referred to me by Living Spaces, I'm not going to go make a big deal about it until or unless the refund is not processed ASAP. Communication is difficult-and there is no way to contact by phone. Fingers crossed they do whats right. read more

Although Lugg have been around for eight years, they seem in some ways, as though they have been in business for only eight months! After three years, I expect most of a start-up's kinks to be resolved, but Lugg is no longer a start-up and they have got a long way to go before they can build a four or five star brand! Unfortunately, customers can not contact the movers ("Luggers") once they are heading to a work site. Customers must try to call the movers En route without the aid of the web site or application, which makes communication more of a hassle than need be. Because of Lugg's 200 pound (per item) weight limit, I was required to hire an additional mover AND vehicle, when the second vehicle was used only to transport the mover, otherwise was empty for the job. I will gladly pay for anything of equal or greater value to me, but am unwilling to pay up for the transportation of a worker to a work site; furthermore, I had to pay the gas charge for the second empty vehicle! Because the three movers were traveling in two vehicles, I was charged for waiting time when the single (support) mover had to wait for the other two guys; when I complained to Lugg, they refunded me a small portion of the over-charges. When my single item (furniture) arrived, NO RATCHET STRAPS (to keep the heavy item from shifting about the moving vehicle), were used and NO MOVING BLANKETS were used, either; both should have been used, according to their web site and all reputable moving crews do this. However, the movers on-demand aspect of the service was helpful and overall, the price tag was about one-third the cost of using a conventional moving service. I hope Lugg's service area spreads significantly to be competitive with conventional movers, currently they are only a local moving service. However, Lugg sure beats renting a moving vehicle and hiring day-laborers who are not bonded. With this said, I could not in good conscience, tip the movers, but chose to round-up my bill for their service. In order to be viable, any company needs to operate at a minimum of a four-star rating level, unfortunately Lugg's snafus leave it below average (two stars) and this needs to improve before I would consider using them again or recommending them to others. read more

I very infrequently do social media reviews. I find it more professional to handle any issues that may transpire with a business, with the business directly. This was also the case when having a piece of furniture delivered by Lugg. When the delivery had a few "hiccups," I contacted the company directly, through email, followed their advisements to have my issue resolved, and their customer service people resolved the situation quickly and with satisfaction and is the reason for my 5 stars. My suggestion to anyone having any honest issues with a company is to try and resolve the situation with the company directly prior to getting online and venting because sometimes in life things happen and it is always better to resolve something directly than just posting a gripe. Cheers to Lugg! Thank you for your excellent customer service. read more

The worst communication and customer service ever. They don't communication well with their drivers, their drivers don't communicate at all with each others, movers don't talk to each other OR follow through with the customers. And you can't call to speak with anyone when you're in the middle of a snafu! Only email. The Upshot: They didn't actually deliver my item to its new location because, they refused to climb stairs. But did anyone at Lugg tell me this? Nope. The would-be recipient finally told me. And yes, they certainly charged me. The movers themselves were perfectly nice, but the experience level is hit or miss. Some of them have experience as movers, but others as just guys off the street who have no idea what they're doing. Don't think you're getting experts. Horrible. read more

Kris and Cody were phenomenal. I had a piece of furniture for donation that was too big for me to maneuver and they handled it for me. They were on time, polite, careful and thorough. Best of all, I received same day service. Highly recommend! read more

This is the email I sent to Lugg support: You guys came highly recommended by one of my clients, who used Lugg to transport two pieces of large artwork to my store. I called Lugg to return the pieces to my client and I was bamboozled!!! This job was for one person and you guys sent two people here. Your app is screwed up. You charged me $143.35 for a trip that has cost my client $53.55 to get them here!!!! This is the first time I've used Lugg and I will never use it again! When I got the estimate, this is the first page that the app showed me (see first picture, below). One pick up with one Lugger! I wanted a pick up truck with one Lugger (quoted at $25 plus $.80 labor minimum). When I made the selection it came to the second page (the second picture, below). The app no longer gave me an option of one Lugger!!! and there was no customer support number to call on this matter, so I HAD to choose two Luggers!! If you look at the third picture, below, you will see how much my client was charged to get her artwork to my store, $53.55!! The distance was exactly the same and the artwork was exactly the same! I want to know how you came up with the price of $143.35 (!!??!!) for this Lugg trip!!! I want to know why it cost my client nearly $100 less than it cost me to go the same distance with the same artwork!!! And, I want to know why the app didn't allow me to choose only one Lugger!! Very disgruntled customer!! read more

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I had a terrible experience with Lugg. I had novice movers who wouldn't fill up the van that I ordered (in a company where you pay for 1 load). They stood around waiting for direction, didn't know how to properly move things, did not use time efficiently at all while I am paying $$$ per minute. They left dirty fingerprints on my expensive furniture and assembled everything incorrectly. I had to hire a different moving company the next day to finish they job so now I've paid double for poor service. read more

Charged me over $200 for a delivery I never received. Wasted my day waiting for them. There was a glitch in there app and they returned my delivery. Refused to deliver my own sofa. There was no customer service number - still they're refusing to refund and I've had to pay another company to deliver my item. Lugg is terrible! read more

On August 2nd, 2023 I've used this company to delivery my items to my new home. Everything was fine until the workers started making statements like: "This is too much" and "It's too hot for this". As they still proceeded to bringing in my items they discovered that my refrigerator couldn't fit thru the door. Ok fine I get that part but the problem was I've asked them to move it aside and out my neighborhoods way (which they didn't) as well as they left all the box and paper that was over the refrigerator in middle of the walk way. When i finally looked at my refrigerator I discovered damages on it. I had a feeling they was damaging my refrigerator because of the way they were dragging it. Ive reached out to this company to file a complaint & informed them about what was going on. At first they wanted to justify that they don't take refrigerators in the house if they can't fit (which once again got it) but like i informed them. I brought my refrigerator brand new and there was no damages on it at all. So, moving forward they reached out to me that the claims dpt would refund me my $90 that I've paid along with an $800 check to resolve the issue. Well all of sudden they refunded the $90 but now NOBODY wants to answer the emails when it comes to asking where is my check. They gave me a date that it was mail out (which was SEPT 26th) and i should have received it by OCT 13th. Welp, it's passed that time frame and now NOBODY wanna reply back to my messages about it. They're VERY HORRIBLE and i would NEVER use them again nor would i REFER anyone too. Then I request to speak with management and the most they telling me is the team will reach out to me as soon as possible. Like this happen in AUGUST, we about to be in NOVEMBER. They still haven't got back to me about my check to let me know anything. This Place is Terrible. read more

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Last night was the first time I tried the service and it will be my last. I bought a dining table and 4 dining chairs from World Market in Costa Mesa, CA. I ordered luggers through the Lugg App at 11 am. They said delivery would be between 4-5 pm. I live 4 mins away from the store but whatever. So 5 pm comes and no delivery. At about 10 mins later I get a text saying that they are delayed and will come in 20 mins. 40 mins later still no delivery. I try to get an answer as to where my furniture was. No reply to text because it's an automated reply service. I tried emailing at the email they said to send questions to. Still No response. The App has no means to contact the delivery guys at that point. I send 5-6 emails. They go into the same black hole that I am imaging my new dining table is lying in. Finally around 7:30pm, I get a text saying that my "lugger" is on his way. Better late then never I thought. I was wrong. At quarter to 8 pm a guy shows up at my apt with an empty pick up truck. Instead of going to the store and picking up my furniture and bringing them to me. He comes directly to my apt to pick up my furniture and presumably take them to the furniture store to be sold. What with inventory being low due to Covid, that may have been his intention. I had no idea as he spoke no English AT ALL. And as I don't speak any Spanish I couldn't make him understand that he was suppose to bring the furniture FROM the store TO me and not the other way round. I also noted that he came by himself and without a dolly in his truck. The Lugg App states that 2 movers would come. There was no way that this 1 middle aged dude was going to carry my 6 feet solid mahogany table anywhere. And if I had to help him carry the furniture why would I pay for this service? I'd just as well ask my neighbor, Larry to help me. It would only cost me a 6 pack of beer instead of the $55. By the time we finished reenacting scenes from Lost In Translation, the furniture store had closed and no furniture was going to get moved that night. I cancelled the order through the App and the mover left disgruntled as he apparently drove 2 hours to get here. I believe that what he said, Google translate had gone to bed at that point. Then at 8:50 pm I get an email from Lugg saying that they were sorry that I cancelled my order. I guess it took cancelling my order to get them to respond to my emails, I'm going to skip Lugg and just go buy Larry some beer. read more

The Worst Moving Company I have ever experienced. Movers were extremely Rude and Unprofessional. Movers could not follow very simple written and verbal instructions. Calls me twice and yells at me and hangs up on me twice when he called me. Threatens me after the move with texts and calls Shame on you the First time using them and Shame on me if I ever give them a Second chance. This Company is a Joke!! If your looking for good Customer Service look elsewhere cause this Company doesn't care. ZERO Tip!! Cause that's what they Deserved as I hired them but treated me as if I worked for them and they treated me as if they were doing me a Favor. read more

I bought a couch off Next Door and needed the guys to pick it up later that afternoon as well as remove my existing couch. They were 5 minutes early to the pickup location, delivered my couch to me in 20 minutes, and worked their butts off to move these two heavy couches. Thankfully, they brought tools so they could remove the legs to my old couch so it could fit through the door. I tipped them nicely for their effort. The app functionality worked fine and I think this concept is a genius idea! It's not exactly cheap but it is convenient and at least they don't charge an hourly minimum! read more

Louis and Hector picked up my stationary bike in North Hollywood today. They arrived on time and were very nice! Louis was Herculean, taking my bike down a flight of stairs. I was in utter awe! Thanks you guys! read more

This company ruined my entire wkend. I trusted them because they seemed legit and comparable to Uber. Their words. Total scam!!!! No one returns your calls. I lost my money and new furniture because they never showed up. They refused to call me even after 10 emails, tweeting, Facebook, Instagram. Terrible company. Would be the type of company you recommend to your worse nightmare. I can't handle what they Did to me. Don't ever trust a company you can't call or talk to management. It's flawed and I want to sue them. read more

Thank you for responding to my complaint and offering a fair compromise. Although my delivery didn't go smooth, I have respect for a company that has not forgotten customer service. I will consider trying your service again. To anyone reading Lugg did settle my complaint. read more

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Had a small apartment move to do. Everything was fine until the two movers broke the leg off my expensive dresser, then tried gluing it back together (it didn't work.) I'm too nice and have them a tip anyway thinking it will be easy to settle it with customer service. Boy was I wrong. Lugg kept giving me the runaround and I would not give me a refund or partial refund. Not only that but they blocked me from ever using lugg again. WTF? Terrible company with even worse customer service. 0 stars read more

I have tried for two days to schedule with us moving company to no avail. I could not book any dates, and when I tried to email them, the email was returned. Waste of time. read more

Same day service is awesome! Both movers, Anthony and Carrington were professional and nice. Was able to easily text them extra info (like my order statement) once app sent me who my movers were. Also nice detail is that it shows their picture so you can expect to see the right people at your door. Carrington also texted me throughout the delivery. Picked up furniture at said time that was quoted on the app. Notifications on the app told me exactly when/where my furniture was. App said they would be there within an hour to the store to pick up my furniture and was at my house within 20-25 minutes. Took care of my furniture and my home when moving furniture inside my home. All pieces were there. They were in and out of my house within 10 minutes. I actually picked a smaller truck for my furniture but they upgraded it for a bigger van more suitable for the items with no extra costs. Needless to say, their tip was waiting for them upon arrival. Never knew about this app til today. Was able to use a discount code for first timers as well. Super convenient, affordable, professional, quick/timely and same day service?! +++++ Will definitely be using them again!!! read more

It does exactly what it claims to do, but ... it's expensive. Very expensive. Using this service for moving seems like it would be prohibitive -- we used it to get three large-ish items (too large for a car) from a store to home, and we ended up paying more than $100, including the per-minute labor charge. Plus, they arrived more than an hour late. We were not disappointed, necessarily, and the guys who did the moving of the items were actually just great. But the cost seems way out of line for the service. I wouldn't use them again... it would have been less expensive to rent an SUV for a day! By the way, they were very responsive when I let them know by email that the guys were late, and they gave me a $10 credit ... but even with that, it's still a VERY expensive service. read more

I recently used Lugg for a small move from one part of Los Angeles to another and was extremely upset to find that the movers scratched and dented a $3000 DWR desk. When I sent Lugg pictures of the damage and a receipt showing the cost of the item, all they could do was offer $200. I wouldn't recommend trusting Lugg with anything valuable. read more

Movers arrived 3 hours late when didn't need them . Wouldn't recommend this to anyone . Had all my things waiting for the truck guys to pull up and never got there . They kept assigning different people . This was not scheduled! read more

Lugg - Movers Near Me

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They are terrible to work with. I set up a delivery timeframe of an hour. They arrived to the pickup site 20 minutes past the one hour window and still have to deliver it. I have been waiting for a message response from the customer service for 20 minutes now because I was not going to be home an hour past my delivery window and don't want it left in the rain. The worst!!! read more

Never again. I moved and once in the new zip code tried booking lugg movers. I inputted all my info and credit card and kept getting a declined message. I have plenty of credit available so kept hitting enter and each time it said declined. Turns out Lugg was placing a hold on my credit card for many thousands of dollars. When I contacted them them said oh don't worry it drops off in a few days . it was declined because they said I entered the wrong zip code. Do not use them. read more