Lugg Reviews (26)
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Address: 487 Bryant Street, 3rd floor, San Francisco, California, United States, 94107
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Address: 487 Bryant Street, 3rd floor, San Francisco, California, United States, 94107
Web: |
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Add contact information for Lugg
On May 28, 2018 I hired Lugg to move some furniture. The movers dropped my furniture, breaking a piece of the furniture and cracking my wood stairs in the process. I have tried to reach resolution directly with Lugg's customer service, but they will not answer my emails or attempts to contact them via social media (they do not have a customer service phone number)
approached our Support Team with a complaint of damage during a Lugg transaction. We initiated a claim with the claims department and have asked *** several times now to seek out an estimate from a repair professional and to kindly forward those to our team in order for us to get those over to the claims department. *** is selectively responding to our correspondence. Lugg is agreeable to repair what has been damaged while her items were under our trust and care, and we will hold true to make this right. However, we do need *** to reach out, as we've ask her to make arrangements for the repairs. Attached is communication between our Support Team and ***. Thank you for your consideration.
Revdex.com:
I have not been receiving any of the business's email responses to me, neither in my inbox or junk folder.This business should review their email software to ensure their customers are receiving their responses. If they are willing to reimburse me for the repairs, this resolution is satisfactory to me. I sent them copies of my estimates yesterday via email and *** Messenger and am waiting for a response. I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me. Sincerely
I arranged for 2 *** movers to pick up a couch on *** Avenue and deliver it to me on *** Street, on May 14th between 9 and 10 am. Both addresses are in San Francisco. They arrived at the *** Avenue around 10 am. The person there asked them to place a dresser she was getting rid of on the street before they delivered the couch. This was a *** leather couch that I paid $800 for. They arrived at my place around 10:40 and because they had sent me a text, I went downstairs to meet them, I was going to show them where the elevator and apartment are located. When I asked them where the couch was, they looked at each other and then at me and said that they had left it on the street in front of the *** Avenue apartment. I told them that the instructions were to pick up and deliver the couch to me, I had even included a picture of the couch. They left never to be heard from again. The couch was of course gone (the seller informed me when I called) and while I waited for them to return of call, they did neither. When I contacted *** they said the movers told them that the person on *** told them to leave both dresser and couch on street. This is absolutely not true......and she wrote to "support" to complain. I contacted support and was very frustrated. You can't talk to anyone, and when I asked for a phone, address and name of the director of the company, I received NO response.
I can pass along the entire email record if you want, which clearly points out that the $100 was supposed to be on top of the lugg refund, in some desperate hope of compensating me for the damaged item which is valued at $450. You only issued a refund for the lugg and no compensation for the item. You are also operating without a license as required by California state law.
... still waiting on that compensation for my $450 headboard you damaged, appreciate the refund, but it doesn't even come close to what I should be due.
Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]
Hi [redacted]! - Thank you for passing our response on to [redacted]. I've provided a screen shot of a portion of the correspondence between Lugg and [redacted]. In this screen shot you will see that Mr [redacted] suggests a $100 settlement for the damage done to his headboard. When we received his message we took action immediately to pay out [redacted]. Hope this information is helpful, please let me know if I can be of further assistance!
[redacted] leather headboard was damaged during a Lugg request. He reached out letting us know and we immediately followed up with next steps to get his headboard repaired or refund the cost of his Lugg, we left the decision up to [redacted]. In reply [redacted] let us know the entire bed set cost $450, and was...
asking for $350 for the headboard and 50% off of his Lugg. We then let [redacted] know that we would not be able to issue a refund for the entire bed set because it was a single piece to the $450 set that was damaged. We alternatively referred back to refunding the cost of the request, which was $142.14. [redacted] then replied, "I would like $100 to cover half the cost of a new headboard." We then immediately issued a refund through [redacted] in the amount of $100. [redacted] then asked if we were refunding him for the cost of the Lugg as well. We let [redacted] know that we thought this was a completed situation when he replied earlier asking for $100. We then offered [redacted] an additional refund in the amount of $42.14 to cover the cost of the Lugg in full, which we had originally offered to him. [redacted] replied that he wanted additional compensation due to the original cost of the headboard. We explained to him that we had ag[redacted] on $100 based on what he asked for. We also let him know that on April 2nd we gave [redacted] a free Lugg because he was not able to successfully request through the app. At this point we have not received a reply from our conversation with [redacted], and have marked the case as resolved.