I heard about Lugg from my boyfriend, who used them previously to move his bed. This was two years ago, and I wasn't sure if they were still around, but fortunately for us, they still were! We were in a bind, with our smaller-than-expected U-Haul and a time crunch to move all our furniture. Lugg to the rescue! When my boyfriend put in the request, we had an estimated wait time of 25-30 minutes. They communicated updates via text, including the fact that the first set of drivers dropped out and were replaced with Tom and Alexis. We were pretty stressed out by then, but these two had the best attitude when they arrived. Both were conversational and friendly, genuinely asking us how we were when we were clearly frantic. Moving the remaining furniture was a breeze with their help. We gave them directions to our new place, and they had a "no problem, we got this" tone, which was SO reassuring. They did well following our U-Haul and were comfortable navigating both apartment buildings. Apparently Alexis frequently conducts moves here, and I felt like he knew the building better than I did! Calling Lugg was such a good idea (admittedly, to my boyfriend) and I'm glad that Tom and Alexis was the dynamic duo that we ended up with. Response times were fast, and efficiency was maximized throughout the whole process. The cost wasn't finalized until after the move was completed, but it was a decent estimate. I'm hoping we won't need to move again for awhile, but for those seeking a service like this, I would recommend Lugg.
They arrived 1 and 20 minutes past the end of the "arrival window". During this time I had NO update/reason for the delay and the email I wrote to support was never answered. My elderly parents who were on the receiving end of the move were very inconvenienced as well. Once the drivers arrived things went smoothly but I strongly advise against using this app until they give you more status updates along the way, reasons for delays and of course apologies and compensation for being so far out of the arrival window!!
I've used Lugg 3 times now. The first two were amazing. Great service, on time, notified about all their movements. The 3rd time (today) was completely different. Here's the timeline: 10:55am - order Lugg for pick up within an hour 11:18am - get notification that Luggers are on route for pick up - ETA 20 minutes 12:03pm - get another notification that Luggers are STILL on route for pick up - ETA 30 minutes 12:54pm - Luggers finally arrive at pick-up location When asking the Luggers what happened, they told me that while on their way to my pick-up location, they got rerouted to take a fridge to the dump. Umm... what?! That makes no sense. Also, there was no notification to me that this was happening. So basically from the time thatI ordered the Lugg to when they actually arrived at the pick up location was 2 hours when it should have been less than 1 hour. Basically, don't use Lugg if you're ever in a rush or want a dependable service. ONE STAR.
Never use this service for movers. Here I am, taken to Yelp, because the customer service "gave me a credit" but I still paid much more than what was estimated, and now I have broken furniture to deal with. I had one bedroom's worth of furniture to move (desk, dresser, bed, bike, bookcases, and boxes) so the estimate was for the smaller size van at $130 to $158. I double checked to make sure everything would fit, and the chat guy said yes. Well, first the guys were over an hour late. When they finally showed up, and loaded the boxes first. The BOXES. Then said they had no room for my furniture, which is the entire reason I hired them. So they rearranged everything over and over, taking 90+ minutes to load the above mentioned items. They left for my new place before me, yet, somehow got there after me. And they unloaded everything willy-nilly, instead of letting me tell them where to place everything (which is what normal movers do). Then had to move everything again to set up my bed. When I asked them to move my dresser all of 2 feet inside my closet, they lifted it from the middle and snapped off the piece. The guy would have left if I hadn't said anything. They left trash in the street, and my place was an absolute disaster. I honestly feel like it was more work than had I recruited some friends. I just wanted moving to be easier this time! Talk about some shady practices, they want you to rate them before knowing the total. Well, I rated based off the $158 top of the estimate. On to the next screen, it's $342!!! More than twice the quote. Dealing with customer service has been awful, they blamed me: "I'm sorry you're confused about your invoice" - lady, I am not confused. You fraudulently gave me an estimate that you knew you would not keep, hired me incompetent movers, and are blaming me. This is what you call a "bait and switch". And it seems I'm not alone in this charging a much higher price than originally estimated. I'm not sure how they stay in business. Finally they are offering me a $79 price adjustment and a $75 repair credit, but it still does not meet the original estimate. Never use this service. Maybe one item you can't fit in your car, but anything too complicated you're better off renting a u-haul and offering your buddies pizza.
*** update *** So after the no show yesterday, today was just as miserable of an experience. The first van showed up on time. Communication was ok, but they called me to let me know they only picked up half the couch. According to the sizing chart on the app, they should have been able to move it all with one van. When the van arrived it was clear that had they just turned one of the boxes there as plenty of room to bring the other pieces. Then they said I'd have to call another lugg to get the rest if it. And of course I have to pay for it. I will never be using this service again. The second truck I scheduled to pick up the two boxes the first van left, was 30 minutes late to pickup. *** original review *** I bought a couch at Costco today (Sunday) at 2pm. I scheduled a lugg van to pickup and the estimate was 2 hours. After an hour and a half I had received no communication from anyone. I cancelled my order and setup a new one at 4:20 with an hour estimated wait time. One hour and 40 minutes later I still had no response from anyone. They have no customer support phone number and their emails aren't answered so you really have no idea what's happening. I reserved another van for tomorrow at 1pm and hope it's a better experience if it's not on a weekend. If you have no choice, maybe lugg will work, but I wouldn't count on it. Too bad. I like the idea. Implementation was completely lacking. They really need to have live customer support and dispatching.
Moved out of my apartment and ordered a Lugg XL, the movers (Augustin and Joshua) were so awesome! They were on time, so quick and made my stressful move a breeze! I wanted to help but they wouldn't let me and were so thoughtful and consideration of my stuff. They even helped me put my bed together (and let me consult them on where to put it, ha!) The whole thing was done in under 2 hours. Highly recommend!
Ordered the Lugg yesterday for today at 4pm and everything was moved from my old place to the new place in under an hour (I have a lot of junk). They were amazingly fast and efficient. Jose and Eddie did a great job and I recommend them to anyone.
I have not used Lugg but it was recommended to me. I like the discount code and the convenience with the accessibility on the app; but I thought I had to check reviews first before I click the schedule button. Seems like it worked for some and did not. This reminds me of Uber, Lyft, and or Caviar, so performance of the service can vary depending on the delivery guy you get... it's a hit or miss... lifting furniture and securing it in the truck, making sure nothing gets damaged--on the item and in the property--does require experience. I'm not sure if I will get someone reliable. I have a furniture I need to install for my client, however after reading the reviews here, I will pass. I cant risk a design client job. My review may change, when I try this app for my own furniture. but not for this job im doing. thanks
Noooooo!! I had a 5-star review drafted, then Lugg changed. :-( with the new method of displaying credits in the app came a new way of redeeming them -- only one credit per move. (i.e. let's say you have $50 of credits and your Lugg costs $65, you can't use all $50 but only $10) I don't know that I'll be using Lugg again, but it's nice to know it exists. (I was planning on making more purchases from Craigslist with my credits + my own money once they ran out, but without the ability to redeem multiple credits, the prices will come too close to new items from a store.) My original review below! _________ I've never actually purchased from Craigslist - only sold - and definitely can't move a couch by myself. Enter Lugg. Booking a time slot was easy, but I ended up waiting at the seller's house for a while before getting a text with the movers' ETA (you book a 1-hour window, and they text 15 min before arriving). Luckily, the person I was buying from was awesome, so we had a nice chat, but that definitely could've been awkward. (The text with the ETA came about 40 minutes into the 1 hour window.) Lonnie and Kenneth arrived on-the-dot as scheduled, and they were an absolute riot. Quick, professional, hysterical- I didn't stop laughing the whole time I was with them. I wasn't sure what to expect - if anyone would actually arrive, if it would work out... But it did! And I'm really grateful, because now I can buy more stuff.
I am frustrated and disappointed. I scheduled a Lugg on Monday 4/10/17 for 4-5pm. It would have missed the pickup window entirely as it did not leave till 4:44 pm and reported an ETA of 1 hr. and 45 min. That Lugg was canceled and the "customer support" ensued. I rescheduled a new Lugg for today, Tuesday 4/11/17 between 5-6pm. This lugg was scheduled a day in advance. Still, the luggers missed the pickup window entirely. They have not responded to my texts. I found out that they never showed from the pickup person/seller. This could cost me the dresser that I arranged to pick up via craigslist and lugg. This is unfair to the seller of the dresser who has arranged to be home two days in a row and waited to no avail. Not to mention, the hassle that this has been for me. That lugg does not have a phone number or customer support for me to speak to an actual human being, makes this even harder. I wanted to give lugg a second chance but this is not okay. Not today Satan, I mean lugg.
Very frustrating experience. I have used Lugg about 4 times before for smaller items and that was no problem so they may be good for that. However I tried to use them for a table and couch and this was a nightmare. They showed up at 8:40pm (40 min after the selected 8-9pm slot) only to let me know the van wasn't big enough for the items. I'd sent a photo of them in advance so if there was concern why didn't they say? But ok, that's my fault. I rescheduled for the next morning a larger van. The fee for this is $95 base and $2/min + $3 per mile. What they don't tell you is you get the luck of the draw on mover experience. I unfortunately did not have experienced Luggers and it took more than 3 hours to move those items less than half a mile. Major struggles during the move and everyone was feeling frustrated. The elevator walls, my walls and my furniture are scratched up. Professional movers will wrap your furniture so well and take more care in your move. I used professionals to move everything else for $105 per hour and they were fantastic. The cost of Lugg is absurd but I get it for "on-demand" .. makes sense for smaller items that don't require any thought for getting in and out of doorways, the car, elevator etc. They did refund me $60 for additional time spent in the elevator but the whole thing still cost me $315 Good luck!
Lugg is super amazing awesome all around! This is a delayed review, but better late than never. I am so glad I found Lugg. Costco Redwood City gave me their app information and it came with a $10 off your first move coupon code. I had bought an already assembled one-of-a-kind floor model TV stand at that Costco in the late summer and I had to have it delivered a fairly short distance away. It is was a huge piece of furniture, and really heavy. There was no way I could move that thing myself, or even with a strong friend with a rented truck. Plus all that hassle - blech. I requested a move using Lugg's app, and they sent me updates as the van was arriving to Redwood City. I could see how far away they were the whole time, and the driver sent me occasional updates via text as I waited. I waited a little over 35 minutes as they were in traffic and it was about 5 pm on a weekday. I was happy to wait because there was no way I would get this piece of furniture anywhere on my own - unless I suddenly morphed into Wonder Woman and I could single-handedly deliver my own piece of furniture (how amazing would that be!?!? It would certainly be more fun than hanging around waiting for a furniture pick up). But I digress. Anyhow, when they arrived, the two men were professional, courteous and really nice. They had moving blankets and somehow they lifted that humungous thing into the van no problem. Yay for strong men! They got my furniture where it needed to be at the same time that I arrived and they put it where I needed. I only give them four stars because they kept insisting they couldn't give me a quote up front, so I was nervous the whole time that they were going to quote me some outrageous amount when it came time to pay. But they didn't. It was about $50 for that move and I had the coupon. It was well worth it. I thought the price was fair for a service that comes to move your furniture essentially, "now" when you request it. And they did an awesome job. Since I am not Wonder Woman, Lugg, you are my hero.
Lugg eventually got back to me and credited me $28 for the long drop off. I did appreciate the update!
I used Lugg just once, for a bigger queen platform bed (disassembled) and queen mattress. The estimate was correct, final price was on the high side of it but I could see why. Pick-up address was on a 3rd floor of an old Victorian home, with a very narrow staircase. At any time, I knew where the luggers were, the app updated me constantly. They were on time, fast and awesome. I have no idea if the app allows you to request specific luggers but if it does, I highly recommend Brandon and Abraham. They were my team and they are as reliable and punctual as it gets. Note : I arranged my pickup at 7pm on a Sunday to avoid high traffic. That could help, too.
Great service, David and Rattay were professional, efficient and nice to deal with. Will definitely use Lugg again (wish this were in Manhattan and other cities I've lived). Saved me time and energy, and made buying big stuff much easier without a car.
Okay, so here's the deal with Lugg: Let's say you are after-Christmas shopping with your BFF and after stopping and shopping at the local outlet store you find THE media console (no, THE MEDIA CONSOLE) you have been searching since forever AND it's half off, all sales final. So you take a snappy and send it quick to your hubby (because, you know, technology & to maintain 20+ years of marital bliss) After a quick approval & a once over by the BFF (because BFF's are just like that, they find ALL the flaws in errythang), you come up against the problem of lugging the beast home. Outlet stores normally do not come with trucks and strong people to haul things around... So use the Lugg app! They are the BEST! You put in minimal information (name, phone number, credit card or Apple Pay, - I used Apple Pay because if you are going to go hi-tech, you might as well go all the way) and then proceed to put in the item you want transported - either by picture or description. You pick the size truck (three different truck sizes are presented), the time frame you want delivered and it comes back with an estimate of how much it will cost to get the beast to your house. (Check the app for rates) My media console would be making the trip over one Bay Area bridge and came back with an estimate of $87 (and change) to $137 (and change). If you are using it for the first time, you get a $10 discount (ask me for a code, or check the website). After buy in, Lugg keeps in touch via texts to keep you apprised of your "luggers" and their progress. They ping you when they get to the pick-up location, when they are on their way (and the estimated time it will take them to arrive) and again when they are arriving at the destination. My "luggers" were prompt, extremely polite, clean and efficient. From pick-up to delivery it took exactly 1 hour and cost me less than $90 (including tip, which you conveniently add onto your credit card via the app) including the $10 coupon. In the end, I am extremely happy with their service: my "luggers" were first rate with a price that did not break the bank. My media console arrived in one piece with no extra "love" (dents, nicks or scratches). There was no way I was getting my media console home without them. I would imagine all luggers are not created equal, but I would not hesitate to call them again, the next time I find that perfect piece beast needing a Lugg. :D
Lugg is THE best! Solomon and Yuri were great! For my most recent purchase I coordinated a pickup elsewhere and drop off at my place. They were fast, efficient, friendly, and extremely helpful (I needed to move a piece of furniture to make some room for the item they picked up). They were in and out in 10 minutes! Thanks a ton!
Lugg works! Everyone laughed when my headboard from the William Sonoma Warehouse Sales rolled out. No way was it gonna fit in my car. Thank goodness for Lugg! The process is pretty simple & familiar. Download the app and it's like Uber for lugging your stuff i.e. Here's where to pick up. Here's where to drop off. The lost star is for execution. The app asks you to take a picture but isn't specific about how to identify its your stuff. Later the crew asks you to take a picture of your receipt. Process isn't very user friendly. Tracking isn't reassuring. Good part is the friendly staff like Rick and Stuart who were polite & helpful. I can see having Lugg drop off furniture for upholstery.
Do not use Lugg. App staff have been unprofessional, not customer focused. Bait and switch pricing. Unprepared Luggers did not have the equipment that was indicated by the app such as furniture blankets, etc. Long wait time.
UMMMM -- WHAT? This app is game-changer. I used Lugg for the first time this weekend to help me move from The Sunset to Lower Nob Hill, and oh my god it was so worth it. Its like an Uber for moving -- You just take a picture of what you are transporting, enter your pick-up and your destination-- and two moving guys with a truck will show up. I had a full size bed, 8 medium size boxes from Home Depot, a large vanity, an arm chair, and a bench. I ordered the medium sized transport and they showed up at my house in about 30 minutes. They took apart my bed and vanity to make it easier to transport, and while they picked up my stuff, I filled my car with the smaller more fragile items, which I moved myself. Then, we both drove to the destination (in separate transportation), and I just stood there while they moved all my stuff in -- AMAZINGLY EASY. Honestly, I will never move my own stuff again. Thanks to Lugg, my move took max 2 hours and I didn't have to deal with the hassle of getting a truck, moving my own stuff, finding friends to help, etc. I moved my studio of stuff for $143 (including tip) -- WHAT? Yes, I know unreal. I literally came into work today and have not stopped telling everyone I know about Lugg. Don't think, do it -- you'll thank yourself and Lugg later.
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- Stefanie C.
- San Francisco, CA
- 871 friends
- 1434 reviews
- 471 photos
- Elite ’17
I heard about Lugg from my boyfriend, who used them previously to move his bed. This was two years ago, and I wasn't sure if they were still around, but fortunately for us, they still were! We were in a bind, with our smaller-than-expected U-Haul and a time crunch to move all our furniture. Lugg to the rescue!
When my boyfriend put in the request, we had an estimated wait time of 25-30 minutes. They communicated updates via text, including the fact that the first set of drivers dropped out and were replaced with Tom and Alexis. We were pretty stressed out by then, but these two had the best attitude when they arrived. Both were conversational and friendly, genuinely asking us how we were when we were clearly frantic.
Moving the remaining furniture was a breeze with their help. We gave them directions to our new place, and they had a "no problem, we got this" tone, which was SO reassuring. They did well following our U-Haul and were comfortable navigating both apartment buildings. Apparently Alexis frequently conducts moves here, and I felt like he knew the building better than I did!
Calling Lugg was such a good idea (admittedly, to my boyfriend) and I'm glad that Tom and Alexis was the dynamic duo that we ended up with. Response times were fast, and efficiency was maximized throughout the whole process. The cost wasn't finalized until after the move was completed, but it was a decent estimate. I'm hoping we won't need to move again for awhile, but for those seeking a service like this, I would recommend Lugg. -
- Katrina N.
- Mill Valley, CA
- 4 friends
- 36 reviews
- 4 photos
They arrived 1 and 20 minutes past the end of the "arrival window". During this time I had NO update/reason for the delay and the email I wrote to support was never answered.
My elderly parents who were on the receiving end of the move were very inconvenienced as well.
Once the drivers arrived things went smoothly but I strongly advise against using this app until they give you more status updates along the way, reasons for delays and of course apologies and compensation for being so far out of the arrival window!! -
- Linda T.
- San Francisco, CA
- 36 friends
- 86 reviews
- 3 photos
I've used Lugg 3 times now. The first two were amazing. Great service, on time, notified about all their movements. The 3rd time (today) was completely different. Here's the timeline:
10:55am - order Lugg for pick up within an hour
11:18am - get notification that Luggers are on route for pick up - ETA 20 minutes
12:03pm - get another notification that Luggers are STILL on route for pick up - ETA 30 minutes
12:54pm - Luggers finally arrive at pick-up location
When asking the Luggers what happened, they told me that while on their way to my pick-up location, they got rerouted to take a fridge to the dump. Umm... what?! That makes no sense. Also, there was no notification to me that this was happening. So basically from the time thatI ordered the Lugg to when they actually arrived at the pick up location was 2 hours when it should have been less than 1 hour.
Basically, don't use Lugg if you're ever in a rush or want a dependable service.
ONE STAR. -
- Sara R.
- San Francisco, CA
- 8 friends
- 34 reviews
- 2 photos
Never use this service for movers. Here I am, taken to Yelp, because the customer service "gave me a credit" but I still paid much more than what was estimated, and now I have broken furniture to deal with.
I had one bedroom's worth of furniture to move (desk, dresser, bed, bike, bookcases, and boxes) so the estimate was for the smaller size van at $130 to $158. I double checked to make sure everything would fit, and the chat guy said yes. Well, first the guys were over an hour late. When they finally showed up, and loaded the boxes first. The BOXES. Then said they had no room for my furniture, which is the entire reason I hired them. So they rearranged everything over and over, taking 90+ minutes to load the above mentioned items. They left for my new place before me, yet, somehow got there after me. And they unloaded everything willy-nilly, instead of letting me tell them where to place everything (which is what normal movers do). Then had to move everything again to set up my bed. When I asked them to move my dresser all of 2 feet inside my closet, they lifted it from the middle and snapped off the piece. The guy would have left if I hadn't said anything. They left trash in the street, and my place was an absolute disaster. I honestly feel like it was more work than had I recruited some friends. I just wanted moving to be easier this time!
Talk about some shady practices, they want you to rate them before knowing the total. Well, I rated based off the $158 top of the estimate. On to the next screen, it's $342!!! More than twice the quote. Dealing with customer service has been awful, they blamed me: "I'm sorry you're confused about your invoice" - lady, I am not confused. You fraudulently gave me an estimate that you knew you would not keep, hired me incompetent movers, and are blaming me. This is what you call a "bait and switch". And it seems I'm not alone in this charging a much higher price than originally estimated. I'm not sure how they stay in business. Finally they are offering me a $79 price adjustment and a $75 repair credit, but it still does not meet the original estimate.
Never use this service. Maybe one item you can't fit in your car, but anything too complicated you're better off renting a u-haul and offering your buddies pizza. -
- Jack I.
- Menlo Park, CA
- 0 friends
- 10 reviews
- 6 photos
*** update ***
So after the no show yesterday, today was just as miserable of an experience. The first van showed up on time. Communication was ok, but they called me to let me know they only picked up half the couch. According to the sizing chart on the app, they should have been able to move it all with one van. When the van arrived it was clear that had they just turned one of the boxes there as plenty of room to bring the other pieces.
Then they said I'd have to call another lugg to get the rest if it. And of course I have to pay for it. I will never be using this service again.
The second truck I scheduled to pick up the two boxes the first van left, was 30 minutes late to pickup.
*** original review ***
I bought a couch at Costco today (Sunday) at 2pm. I scheduled a lugg van to pickup and the estimate was 2 hours. After an hour and a half I had received no communication from anyone. I cancelled my order and setup a new one at 4:20 with an hour estimated wait time. One hour and 40 minutes later I still had no response from anyone.
They have no customer support phone number and their emails aren't answered so you really have no idea what's happening. I reserved another van for tomorrow at 1pm and hope it's a better experience if it's not on a weekend.
If you have no choice, maybe lugg will work, but I wouldn't count on it. Too bad. I like the idea. Implementation was completely lacking. They really need to have live customer support and dispatching. -
- Joanna R.
- San Francisco, CA
- 4 friends
- 5 reviews
Moved out of my apartment and ordered a Lugg XL, the movers (Augustin and Joshua) were so awesome! They were on time, so quick and made my stressful move a breeze! I wanted to help but they wouldn't let me and were so thoughtful and consideration of my stuff. They even helped me put my bed together (and let me consult them on where to put it, ha!) The whole thing was done in under 2 hours. Highly recommend!
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- Trevor R.
- Baton Rouge, LA
- 45 friends
- 55 reviews
- 2 photos
Ordered the Lugg yesterday for today at 4pm and everything was moved from my old place to the new place in under an hour (I have a lot of junk). They were amazingly fast and efficient. Jose and Eddie did a great job and I recommend them to anyone.
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- Charmagne C.
- San Francisco, CA
- 118 friends
- 2 reviews
I have not used Lugg but it was recommended to me. I like the discount code and the convenience with the accessibility on the app; but I thought I had to check reviews first before I click the schedule button. Seems like it worked for some and did not. This reminds me of Uber, Lyft, and or Caviar, so performance of the service can vary depending on the delivery guy you get... it's a hit or miss... lifting furniture and securing it in the truck, making sure nothing gets damaged--on the item and in the property--does require experience. I'm not sure if I will get someone reliable. I have a furniture I need to install for my client, however after reading the reviews here, I will pass. I cant risk a design client job. My review may change, when I try this app for my own furniture. but not for this job im doing. thanks
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Noooooo!!
I had a 5-star review drafted, then Lugg changed. :-( with the new method of displaying credits in the app came a new way of redeeming them -- only one credit per move. (i.e. let's say you have $50 of credits and your Lugg costs $65, you can't use all $50 but only $10)
I don't know that I'll be using Lugg again, but it's nice to know it exists. (I was planning on making more purchases from Craigslist with my credits + my own money once they ran out, but without the ability to redeem multiple credits, the prices will come too close to new items from a store.)
My original review below!
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I've never actually purchased from Craigslist - only sold - and definitely can't move a couch by myself. Enter Lugg.
Booking a time slot was easy, but I ended up waiting at the seller's house for a while before getting a text with the movers' ETA (you book a 1-hour window, and they text 15 min before arriving). Luckily, the person I was buying from was awesome, so we had a nice chat, but that definitely could've been awkward. (The text with the ETA came about 40 minutes into the 1 hour window.)
Lonnie and Kenneth arrived on-the-dot as scheduled, and they were an absolute riot. Quick, professional, hysterical- I didn't stop laughing the whole time I was with them.
I wasn't sure what to expect - if anyone would actually arrive, if it would work out... But it did! And I'm really grateful, because now I can buy more stuff. -
- Asha G.
- Baltimore, MD
- 89 friends
- 2 reviews
I am frustrated and disappointed. I scheduled a Lugg on Monday 4/10/17 for 4-5pm. It would have missed the pickup window entirely as it did not leave till 4:44 pm and reported an ETA of 1 hr. and 45 min. That Lugg was canceled and the "customer support" ensued.
I rescheduled a new Lugg for today, Tuesday 4/11/17 between 5-6pm. This lugg was scheduled a day in advance. Still, the luggers missed the pickup window entirely. They have not responded to my texts. I found out that they never showed from the pickup person/seller.
This could cost me the dresser that I arranged to pick up via craigslist and lugg. This is unfair to the seller of the dresser who has arranged to be home two days in a row and waited to no avail. Not to mention, the hassle that this has been for me. That lugg does not have a phone number or customer support for me to speak to an actual human being, makes this even harder.
I wanted to give lugg a second chance but this is not okay. Not today Satan, I mean lugg. -
- Kelly H.
- San Francisco, CA
- 504 friends
- 2 reviews
Very frustrating experience. I have used Lugg about 4 times before for smaller items and that was no problem so they may be good for that. However I tried to use them for a table and couch and this was a nightmare. They showed up at 8:40pm (40 min after the selected 8-9pm slot) only to let me know the van wasn't big enough for the items. I'd sent a photo of them in advance so if there was concern why didn't they say? But ok, that's my fault. I rescheduled for the next morning a larger van. The fee for this is $95 base and $2/min + $3 per mile.
What they don't tell you is you get the luck of the draw on mover experience. I unfortunately did not have experienced Luggers and it took more than 3 hours to move those items less than half a mile. Major struggles during the move and everyone was feeling frustrated. The elevator walls, my walls and my furniture are scratched up.
Professional movers will wrap your furniture so well and take more care in your move. I used professionals to move everything else for $105 per hour and they were fantastic. The cost of Lugg is absurd but I get it for "on-demand" .. makes sense for smaller items that don't require any thought for getting in and out of doorways, the car, elevator etc.
They did refund me $60 for additional time spent in the elevator but the whole thing still cost me $315
Good luck! -
Lugg is super amazing awesome all around! This is a delayed review, but better late than never.
I am so glad I found Lugg. Costco Redwood City gave me their app information and it came with a $10 off your first move coupon code. I had bought an already assembled one-of-a-kind floor model TV stand at that Costco in the late summer and I had to have it delivered a fairly short distance away. It is was a huge piece of furniture, and really heavy. There was no way I could move that thing myself, or even with a strong friend with a rented truck. Plus all that hassle - blech.
I requested a move using Lugg's app, and they sent me updates as the van was arriving to Redwood City. I could see how far away they were the whole time, and the driver sent me occasional updates via text as I waited. I waited a little over 35 minutes as they were in traffic and it was about 5 pm on a weekday. I was happy to wait because there was no way I would get this piece of furniture anywhere on my own - unless I suddenly morphed into Wonder Woman and I could single-handedly deliver my own piece of furniture (how amazing would that be!?!? It would certainly be more fun than hanging around waiting for a furniture pick up). But I digress.
Anyhow, when they arrived, the two men were professional, courteous and really nice. They had moving blankets and somehow they lifted that humungous thing into the van no problem. Yay for strong men! They got my furniture where it needed to be at the same time that I arrived and they put it where I needed.
I only give them four stars because they kept insisting they couldn't give me a quote up front, so I was nervous the whole time that they were going to quote me some outrageous amount when it came time to pay. But they didn't. It was about $50 for that move and I had the coupon. It was well worth it. I thought the price was fair for a service that comes to move your furniture essentially, "now" when you request it. And they did an awesome job.
Since I am not Wonder Woman, Lugg, you are my hero. -
- Maria S.
- Washington, DC
- 23 friends
- 64 reviews
Lugg eventually got back to me and credited me $28 for the long drop off. I did appreciate the update!
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- Adelia C.
- San Francisco, CA
- 1 friend
- 12 reviews
I used Lugg just once, for a bigger queen platform bed (disassembled) and queen mattress. The estimate was correct, final price was on the high side of it but I could see why. Pick-up address was on a 3rd floor of an old Victorian home, with a very narrow staircase.
At any time, I knew where the luggers were, the app updated me constantly. They were on time, fast and awesome.
I have no idea if the app allows you to request specific luggers but if it does, I highly recommend Brandon and Abraham. They were my team and they are as reliable and punctual as it gets.
Note : I arranged my pickup at 7pm on a Sunday to avoid high traffic. That could help, too. -
- Eamonn D.
- Honolulu, HI
- 0 friends
- 1 review
Great service, David and Rattay were professional, efficient and nice to deal with. Will definitely use Lugg again (wish this were in Manhattan and other cities I've lived). Saved me time and energy, and made buying big stuff much easier without a car.
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- Catherine W.
- San Rafael, CA
- 28 friends
- 103 reviews
- 27 photos
- Elite ’17
Okay, so here's the deal with Lugg: Let's say you are after-Christmas shopping with your BFF and after stopping and shopping at the local outlet store you find THE media console (no, THE MEDIA CONSOLE) you have been searching since forever AND it's half off, all sales final.
So you take a snappy and send it quick to your hubby (because, you know, technology & to maintain 20+ years of marital bliss) After a quick approval & a once over by the BFF (because BFF's are just like that, they find ALL the flaws in errythang), you come up against the problem of lugging the beast home. Outlet stores normally do not come with trucks and strong people to haul things around...
So use the Lugg app! They are the BEST! You put in minimal information (name, phone number, credit card or Apple Pay, - I used Apple Pay because if you are going to go hi-tech, you might as well go all the way) and then proceed to put in the item you want transported - either by picture or description. You pick the size truck (three different truck sizes are presented), the time frame you want delivered and it comes back with an estimate of how much it will cost to get the beast to your house. (Check the app for rates) My media console would be making the trip over one Bay Area bridge and came back with an estimate of $87 (and change) to $137 (and change). If you are using it for the first time, you get a $10 discount (ask me for a code, or check the website).
After buy in, Lugg keeps in touch via texts to keep you apprised of your "luggers" and their progress. They ping you when they get to the pick-up location, when they are on their way (and the estimated time it will take them to arrive) and again when they are arriving at the destination. My "luggers" were prompt, extremely polite, clean and efficient. From pick-up to delivery it took exactly 1 hour and cost me less than $90 (including tip, which you conveniently add onto your credit card via the app) including the $10 coupon.
In the end, I am extremely happy with their service: my "luggers" were first rate with a price that did not break the bank. My media console arrived in one piece with no extra "love" (dents, nicks or scratches). There was no way I was getting my media console home without them. I would imagine all luggers are not created equal, but I would not hesitate to call them again, the next time I find that perfect piece beast needing a Lugg. :D -
- Shereen A.
- San Francisco, CA
- 1491 friends
- 553 reviews
- 626 photos
- Elite ’17
Lugg is THE best!
Solomon and Yuri were great! For my most recent purchase I coordinated a pickup elsewhere and drop off at my place.
They were fast, efficient, friendly, and extremely helpful (I needed to move a piece of furniture to make some room for the item they picked up). They were in and out in 10 minutes!
Thanks a ton! -
Lugg works! Everyone laughed when my headboard from the William Sonoma Warehouse Sales rolled out. No way was it gonna fit in my car. Thank goodness for Lugg!
The process is pretty simple & familiar. Download the app and it's like Uber for lugging your stuff i.e. Here's where to pick up. Here's where to drop off.
The lost star is for execution. The app asks you to take a picture but isn't specific about how to identify its your stuff. Later the crew asks you to take a picture of your receipt. Process isn't very user friendly. Tracking isn't reassuring.
Good part is the friendly staff like Rick and Stuart who were polite & helpful. I can see having Lugg drop off furniture for upholstery. -
- Yael R.
- San Jose, CA
- 1 friend
- 13 reviews
- 2 photos
Do not use Lugg. App staff have been unprofessional, not customer focused. Bait and switch pricing. Unprepared Luggers did not have the equipment that was indicated by the app such as furniture blankets, etc. Long wait time.
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- Michelle S.
- San Francisco, CA
- 99 friends
- 105 reviews
- 218 photos
- Elite ’17
UMMMM -- WHAT? This app is game-changer. I used Lugg for the first time this weekend to help me move from The Sunset to Lower Nob Hill, and oh my god it was so worth it. Its like an Uber for moving -- You just take a picture of what you are transporting, enter your pick-up and your destination-- and two moving guys with a truck will show up.
I had a full size bed, 8 medium size boxes from Home Depot, a large vanity, an arm chair, and a bench. I ordered the medium sized transport and they showed up at my house in about 30 minutes. They took apart my bed and vanity to make it easier to transport, and while they picked up my stuff, I filled my car with the smaller more fragile items, which I moved myself. Then, we both drove to the destination (in separate transportation), and I just stood there while they moved all my stuff in -- AMAZINGLY EASY.
Honestly, I will never move my own stuff again. Thanks to Lugg, my move took max 2 hours and I didn't have to deal with the hassle of getting a truck, moving my own stuff, finding friends to help, etc. I moved my studio of stuff for $143 (including tip) -- WHAT? Yes, I know unreal. I literally came into work today and have not stopped telling everyone I know about Lugg.
Don't think, do it -- you'll thank yourself and Lugg later.
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