To whom it may concern, Thank you for bringing this complaint to our attentionWe collected the luggage for Mr [redacted] on August 21st (his scheduled pickup date) and we delivered the luggage on the August 24th, almost a full week prior to his guaranteed delivery date of August 30thThe client reported damage to their suitcase on August 29th and provided proof of the damage to us on August 31stWe replied the same day and offered reimbursement for the value of the bagMr [redacted] submitted a website link of the suitcase which showed its value at $We offered $to cover any taxes or possible shipping fees to try to make things as right for them as we couldWe asked for an address to send the reimbursement check to, but we have yet to receive a responseLuggage Forward does not offer reimbursement on the order total for damaged shipmentsOur terms of service state: “In the event that an Item is picked up on the scheduled delivery date and does not arrive on or before 11:59pm local time on the guaranteed delivery dateLuggage Forward will provide a reimbursement for the amount paid in full for the shipment of the delayed Item.” Since the luggage did arrive on time, we can only offer a reimbursement on the damage to the luggage.One element of the complaint that needs to be clarified is that the client stated that they purchased an “additional couple hundred of dollars for insurance.” Luggage Forward does not provide insurance but rather value protection against loss or damageWe give each client up to $with compliments for any damage or loss that might happen to each piece of luggageThis amount covers for replacement costs or repair costs of the luggageThe client did not pay to increase their value protection and maintained this amount at $on each bagThe client in total paid $USD to send the bags from the United Kingdom to the United States which would be the base shipping cost.A full copy of our terms of service can be seen here: https://www.luggageforward.com/legal/terms-of-service/We feel terrible about the situation and we are still willing to work this out with the customer directlyWe are still willing to reimburse the client $for the damage that did happen to their luggage Please let us know if you need further clarificationRespectfully, [redacted]
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below Luggage Forward offered the $100.oprior to this complaintIts sole reason for not refunding me a portion of the service price is that it was delivered prior to the "guaranteed delivery date." The company should not benefit from charging its customers to deliver luggage damaged so long as it gets the damaged luggage where it needs to be earlyThe date of delivery has nothing to do with the damageIf I paid $to have two pieces of luggage delivered safely and only one was delivered safely, I would expect that the company refund me half of that delivery service ($233.00)I am requesting $that was already agreed upon for the actual luggage and a refund of the $service charge since the company did not properly complete its service Regards, [redacted]
To whom it may concern, Thank you for bringing this complaint to our attentionWe collected the luggage for Mr [redacted] on August 21st (his scheduled pickup date) and we delivered the luggage on the August 24th, almost a full week prior to his guaranteed delivery date of August 30thThe client reported damage to their suitcase on August 29th and provided proof of the damage to us on August 31stWe replied the same day and offered reimbursement for the value of the bagMr [redacted] submitted a website link of the suitcase which showed its value at $We offered $to cover any taxes or possible shipping fees to try to make things as right for them as we couldWe asked for an address to send the reimbursement check to, but we have yet to receive a responseLuggage Forward does not offer reimbursement on the order total for damaged shipmentsOur terms of service state: “In the event that an Item is picked up on the scheduled delivery date and does not arrive on or before 11:59pm local time on the guaranteed delivery dateLuggage Forward will provide a reimbursement for the amount paid in full for the shipment of the delayed Item.” Since the luggage did arrive on time, we can only offer a reimbursement on the damage to the luggage.One element of the complaint that needs to be clarified is that the client stated that they purchased an “additional couple hundred of dollars for insurance.” Luggage Forward does not provide insurance but rather value protection against loss or damageWe give each client up to $with compliments for any damage or loss that might happen to each piece of luggageThis amount covers for replacement costs or repair costs of the luggageThe client did not pay to increase their value protection and maintained this amount at $on each bagThe client in total paid $USD to send the bags from the United Kingdom to the United States which would be the base shipping cost.A full copy of our terms of service can be seen here: https://www.luggageforward.com/legal/terms-of-service/We feel terrible about the situation and we are still willing to work this out with the customer directlyWe are still willing to reimburse the client $for the damage that did happen to their luggage Please let us know if you need further clarificationRespectfully, [redacted]
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below Luggage Forward offered the $100.oprior to this complaintIts sole reason for not refunding me a portion of the service price is that it was delivered prior to the "guaranteed delivery date." The company should not benefit from charging its customers to deliver luggage damaged so long as it gets the damaged luggage where it needs to be earlyThe date of delivery has nothing to do with the damageIf I paid $to have two pieces of luggage delivered safely and only one was delivered safely, I would expect that the company refund me half of that delivery service ($233.00)I am requesting $that was already agreed upon for the actual luggage and a refund of the $service charge since the company did not properly complete its service Regards, [redacted]