Luggage Free

Last December, I used Luggage Free to ship one suitcase and two large boxes to Paris, FranceThe pickup was on time and well organizedHowever, the address I gave was changed to a place in the USA, which zip code was the same as my actual destination: I double-checked and it was CLEARLY STATED that my shipment was for Paris, France! So it took several days to [redacted] to notice the mistake, and the delivery was delayedOn top of that, all sticker shock indicators on my luggage were broken, indicating rough handling (and some of my items were broken inside)Finally, I was charged - more than what I had calculated, knowing the weight of my shipment - without ANY INVOICE or notification from the companySeven weeks later, and after TWO EMAILS requesting it, Luggage Free has finally sent me an invoiceBut no apologies whatsoever

We’re terribly sorry to hear there was damage to Ruth’s
luggage. We do all that we can to insure
our shipments travel and arrive in the same condition in which they are
retrieved, but there are unfortunately some instances where damage does occur
in transit. As she mentioned, the
other
time this was an issue we paid for the repair in full. This instance would be no different. We offer $of standard insurance on each shipment that
specifically covers loss or damage, and we’d be happy to review a claim for any
damage or destroyed luggage. Unfortunately, this is the first we have heard of any issue with her
most recent shipment. No claim has been
filed directly with us, which is required for us to be aware of a problem in
the first place, and more importantly for us to address it properlyWe would be happy to receive, review and satisfy her claim
as soon as we hear from herShe can reach us any time at
***

Thanks for giving us the opportunity to respond to this inquiry.We’ve had a chance to review [redacted]’s comments and understand his position clearly.  The flaw in his argument is that he ordered a service entirely different than what was discussed with our team during his inquiry...

process.  We in turn executed the service he requested, and billed him accordingly.  He paid for exactly the service he received, and he received exactly the service he ordered.Now, if you go back and address his comments one by one, we can substantiate that he did indeed e-mail our customer service team on a few occasions and he did indeed get a quote that had numbers similar to what he mentions in his statement.  There is one important distinction here that he fails to acknowledge however, which is the fact that these aforementioned quotes were based on his using a ‘self-service’ pick up option.  Unfortunately, after these discussions, he went online and ordered our ‘full service’ pick up option, which clearly comes with a $50 pickup fee.  You can see this clearly in Exhibit A attached or: [redacted]If you look closely in Exhibit A (or by visiting our site) you can see the pickup times associated with a ‘Full Service’ pick up are one hour windows, whereas a ‘Self Service’ offers 4 hour windows.  If you look at Exhibit B, you can see the customer profile for [redacted] from our operational database.  You’ll see at the top of the screen ‘Web’ is indicative of the fact that [redacted] did indeed order online from the earlier mentioned order form, and the one hour pick up window is also clearly outlined, indicating his requesting a full service retrieval. Ultimately, as mentioned at the outset, we executed the service he ordered, and charged him accordingly.  As a result, he is not due a refund.As it pertains to the hotel fees, we are in no way responsible for their charges, and to imply anything to the contrary is nothing short of irresponsible.  We delivered to the hotel on time just as he ordered.  After that time, we simply can’t control where they store the luggage or if they attach a fee for such a service.  In any event, we had nothing to do with the hotel charge, and therefore should have nothing to do with a credit related to the charge. If anything, he should be asking the hotel to refund him.It’s worth noting, we’ve been in business for over a decade and we’ve never, ever, had a complaint similar to this.  He clearly choose the wrong service when he ordered and we executed it just as he requested.  It’s unfortunate he made a mistake whenordering.  It really is.  But to turn around and imply we are responsible for his mistake is severely flawed.

Last December, I used Luggage Free to ship one suitcase and two large boxes to Paris, France. The pickup was on time and well organized. However, the address I gave was changed to a place in the USA, which zip code was the same as my actual destination: I double-checked and it was CLEARLY STATED that my shipment was for Paris, France! So it took several days to [redacted] to notice the mistake, and the delivery was delayed. On top of that, all 3 sticker shock indicators on my luggage were broken, indicating rough handling (and some of my items were broken inside). Finally, I was charged - more than what I had calculated, knowing the weight of my shipment - without ANY INVOICE or notification from the company. Seven weeks later, and after TWO EMAILS requesting it, Luggage Free has finally sent me an invoice. But no apologies whatsoever.

Review: I have used Luggage Free for many years and it is a very convenient service. Within the last 5 years my luggage has been damaged 4 times. Last year they told me to take it to a luggage repair shop and they would pay for the repairs.

I am 79 years old and the only repair shop is more than 20 miles away. I managed to get transportation to the shop last year and they repaired the frame of my suitcase and Luggage Free paid for the repair. On the return trip tp PA via Luggage Free the frame again broke and there was no place near me in PA to get it repaired. I bought a new set of luggage. When my luggage was delivered this Oct. both pieces were damaged. I notified Luggage Free and they apologized and once again offered to fix it but I can't go through all that hassle again! They tell me the luggage will be wrapped in plastic bags and will arrive safely. That is the way it used to be but in the last 5 years it has arrived without any protective covering at all. I paid $450.00 to send my luggage through them and now for the third time I have to go out and buy new luggage which will no doubt be damaged again on my return trip to PA. I can't travel with luggage so I have to use this service but I can't afford to buy new luggage each time I go from PA to AZ or from AZ back to PA. And I can't keep asking neighbors to drive me 20 miles to get my luggage repaired and then 2-3 weeks later drive me back to pick it up.Desired Settlement: This company should not give people the false information that their luggage will be wrapped in heavy plastic and will be delivered safely. If luggage arrives at its destination damaged then I think it is their responsibility to replace it. If the companies they deal with do not want to use plastic bags for protection then it is up to the company to find a carrier who will. It is obviously the carriers fault that luggage is damaged so Luggage Free should make them pay for replacement, not the customer.

Business

Response:

We’re terribly sorry to hear there was damage to Ruth’s

luggage. We do all that we can to insure

our shipments travel and arrive in the same condition in which they are

retrieved, but there are unfortunately some instances where damage does occur

in transit. As she mentioned, the other

time this was an issue we paid for the repair in full. This instance would be no different. We offer $1000 of standard insurance on each shipment that

specifically covers loss or damage, and we’d be happy to review a claim for any

damage or destroyed luggage. Unfortunately, this is the first we have heard of any issue with her

most recent shipment. No claim has been

filed directly with us, which is required for us to be aware of a problem in

the first place, and more importantly for us to address it properly.We would be happy to receive, review and satisfy her claim

as soon as we hear from her. She can reach us any time at

[redacted].

Last December, I used Luggage Free to ship one suitcase and two large boxes to Paris, France. The pickup was on time and well organized. However, the address I gave was changed to a place in the USA, which zip code was the same as my actual destination: I double-checked and it was CLEARLY STATED that my shipment was for Paris, France! So it took several days to [redacted] to notice the mistake, and the delivery was delayed. On top of that, all 3 sticker shock indicators on my luggage were broken, indicating rough handling (and some of my items were broken inside). Finally, I was charged - more than what I had calculated, knowing the weight of my shipment - without ANY INVOICE or notification from the company. Seven weeks later, and after TWO EMAILS requesting it, Luggage Free has finally sent me an invoice. But no apologies whatsoever.

Review: I contacted luggage free because I was having issues understanding their website, as it was confusing. I have an email trail to prove it. I asked what the total price would be to ship my luggage. I was told it was around $37.40 each way (based on estimated package dimensions). Based on my actual dimensions, this should have equated to approximately $56.67 each way.

I was charged $107.20 each way plus a $15 charge from the hotel, which was not explained to me when I clearly asked for the "total cost"

They claim that I asked for premium service. I do not recall filling that out on the form and I specifically asked for the free service option and I have proof in the email chain.

They mislead me by telling me the cost would be $37.40 each way (comparable to what an airline charges). I clearly stated that I was interested if the price was comparable to the airline cost.

I should not have been charged the $50 each way, nor the $15 from the hotel. I understand the hotel charged me the $15 but luggagefree was even surprised by that. They told me my luggage would be either with the concierge or in my room when I arrived. Instead they dropped it at the "business center" which costs me an additional $15.Desired Settlement: Refund me $130 ($50 each way for charging me for the premium service that I specifically declined + $30 hotel fee for dropping the luggage off at the business center, instead of with the concierge as promised)

Business

Response:

Thanks for giving us the opportunity to respond to this inquiry.We’ve had a chance to review [redacted]’s comments and understand his position clearly. The flaw in his argument is that he ordered a service entirely different than what was discussed with our team during his inquiry process. We in turn executed the service he requested, and billed him accordingly. He paid for exactly the service he received, and he received exactly the service he ordered.Now, if you go back and address his comments one by one, we can substantiate that he did indeed e-mail our customer service team on a few occasions and he did indeed get a quote that had numbers similar to what he mentions in his statement. There is one important distinction here that he fails to acknowledge however, which is the fact that these aforementioned quotes were based on his using a ‘self-service’ pick up option. Unfortunately, after these discussions, he went online and ordered our ‘full service’ pick up option, which clearly comes with a $50 pickup fee. You can see this clearly in Exhibit A attached or: [redacted]If you look closely in Exhibit A (or by visiting our site) you can see the pickup times associated with a ‘Full Service’ pick up are one hour windows, whereas a ‘Self Service’ offers 4 hour windows. If you look at Exhibit B, you can see the customer profile for [redacted] from our operational database. You’ll see at the top of the screen ‘Web’ is indicative of the fact that [redacted] did indeed order online from the earlier mentioned order form, and the one hour pick up window is also clearly outlined, indicating his requesting a full service retrieval. Ultimately, as mentioned at the outset, we executed the service he ordered, and charged him accordingly. As a result, he is not due a refund.As it pertains to the hotel fees, we are in no way responsible for their charges, and to imply anything to the contrary is nothing short of irresponsible. We delivered to the hotel on time just as he ordered. After that time, we simply can’t control where they store the luggage or if they attach a fee for such a service. In any event, we had nothing to do with the hotel charge, and therefore should have nothing to do with a credit related to the charge. If anything, he should be asking the hotel to refund him.It’s worth noting, we’ve been in business for over a decade and we’ve never, ever, had a complaint similar to this. He clearly choose the wrong service when he ordered and we executed it just as he requested. It’s unfortunate he made a mistake whenordering. It really is. But to turn around and imply we are responsible for his mistake is severely flawed.