Long complicated story following order of Voyager chairs via Amazon. Wrong colour sent but then decided not to replace but to return for refund, Couldn't get answer from phone for complete day but no... Toon meer
We verifiëren geen specifieke claims omdat reviewers hun eigen mening mogen geven. We kunnen reviews echter wel als 'Geverifieerd' bestempelen als we bevestiging hebben dat er een zakelijke interactie heeft plaatsgevonden. Meer informatie
Om de integriteit van het platform te beschermen, wordt elke review op ons platform – al dan niet geverifieerd – gescreend door onze geautomatiseerde software. Deze software kan inhoud identificeren en verwijderen die in strijd is met onze richtlijnen, inclusief reviews die niet zijn gebaseerd op een echte ervaring. We zijn ons ervan bewust dat we weleens wat over het hoofd zien, dus je kunt altijd reviews rapporteren waarvan je denkt dat we ze hebben gemist Meer informatie
Lees wat reviewers zeggen
I ordered 2 suitcases. They came quickly and seem strong. They were as were as described apart from one being the wrong colour. This was resolved quickly though it was annoying to have to drive to an... Toon meer
I've bought a brand new 48" suitcase from Morrisons and on the day of my flight I changed the three digit 000 code. With the new code selected, I closed the case. After many attempts with the new c... Toon meer
Having bought my daughter the large Lugg suitcase from Morrisons, we were having an issue with validating the warranty for the case. I contacted customer services and wish to say it has been a pleasur... Toon meer
3,7
Gemiddeld
122 reviews
Heeft 6% van zijn negatieve reviews beantwoord
Reageert doorgaans binnen 2 weken
Zo gebruikt dit bedrijf Trustpilot
Ontdek hoe ze hun reviews verzamelen, beoordelen en modereren.
28inch lugg purchase
Recently purchased a 28inch lugg suitcase,Which was a gift for my daughter. Faced difficulty with the tracking of the item.
Contacted the customer service team and recieved a very proactive response and solution was provided very quick. Thank you Aaron for the help.
4 februari 2026
Review zonder uitnodiging
Lovely product
Lovely product. Very Sturdy. Took this to travel to Spain recently and loved it!!
5 februari 2026
Review zonder uitnodiging
Antwoord van Lugg Online
"Thank you, Tanaya, for sharing your wonderful feedback! We’re delighted to hear your suitcase was a sturdy and reliable companion on your trip to Spain. Knowing it added ease to your travels means a lot to us, and we look forward to being part of many more journeys ahead."
Blue and Brown Lugguage
Took the blue and brown lugguage from this brand and honestly quite surprised with the quality !! Would recommend!
12 februari 2026
Review zonder uitnodiging
Antwoord van Lugg Online
"Thank you, Kareena, for your lovely feedback!
We’re thrilled to hear the blue and brown luggage exceeded your expectations. Your recommendation means a lot to us, and we’re glad our product added ease and style to your travels."
The product is better than expected
The product was better than expected
20 februari 2026
Review zonder uitnodiging
Antwoord van Lugg Online
"Thank you, Satish, for your kind words! We’re thrilled to hear the product exceeded your expectations. Delivering quality that surprises in the best way is exactly what we strive for, and we’re glad it made a positive impression."
Awesome products and smooth after sales…
Awesome products and smooth after sales service
20 januari 2026
Review zonder uitnodiging
Antwoord van Lugg Online
"Thank you, Anamika, for your kind words! We’re delighted to know you’re happy with both our products and the after-sales support. Providing a smooth and reliable service experience is something we take pride in, and your feedback truly motivates our team."
Lovely Pranav
My original order of a 2 case set was missing a case but the amazing Pranav went above and beyond to resolve the problem. I was refunded immediately and then ordered a replacement set. Pranav arranged for the case to be uplifted and I received the new order the same day. Unfortunately the same thing happened and only one case arrived! Pranav was so apologetic, refunded me immediately and let me keep the case!
I also had a follow up e mail from Manasi, apologising for the inconvenience and explaining what went wrong.
I honestly cannot fault the customer service I received and would absolutely order from Lugg again
15 januari 2026
Review zonder uitnodiging
Antwoord van Lugg Online
Hi Maggs,
Thank you so much for your lovely review. I’m delighted to hear that Pranav was able to support you so promptly and professionally throughout — he truly goes above and beyond for our customers. I’m also glad Manasi could follow up and provide clarity on what happened.
We’re sorry for the inconvenience caused with the repeated delivery issue, but it’s wonderful to know you felt well looked after at every step. Your trust means a lot to us, and we’re grateful for your kind words and recommendation.
We look forward to welcoming you back to Lugg again.
– Team Keplin
Keplin Customer Service
The refund process for my two suitcases took 10 days to fully resolve, which was longer than I anticipated. However, I worked with Carl (CS), who was very polite and helpful throughout the interaction. While the resolution was a bit slow and required patience, I am glad we reached the right outcome. I appreciate the support!
21 januari 2026
Review zonder uitnodiging
Antwoord van Lugg Online
Hi HK,
Thank you for sharing your experience. I’m glad to hear Carl was polite and helpful throughout the process, even though the refund took a little longer than expected. We appreciate your patience, and we’re pleased the issue was resolved with the right outcome in the end.
Thank you for choosing Keplin — your feedback truly helps us improve.
– Team Keplin
They contact me and arranged a very fast delivery.I am very happy.
I have ordered a cabin luggage on 16th delivery was delayed then one of the team member name Prano from lugg-online contacted and resolved it promptly.
16 januari 2026
Review zonder uitnodiging
Antwoord van Lugg Online
Hi Md,
We’re really sorry to hear about the delay with your cabin luggage and the difficulty you’ve had reaching us. We understand how frustrating this must be, especially after being told the parcel couldn’t be located — that’s not the experience we want for any of our customers.
We’ve already requested your details through Trustpilot so we can look into this urgently and get it resolved for you as quickly as possible. As soon as we receive your information, we’ll take immediate action to sort out the delivery issue.
Thank you for bringing this to our attention, and we appreciate the chance to put things right.
Kind Regards,
CS manager
020 7569 3007
Fantastic buy!
The quality of the cases is great for the price and the customer care is first rate.
21 januari 2026
Review zonder uitnodiging
Antwoord van Lugg Online
Hi Karen,
Thank you for your lovely feedback. We’re delighted to hear you’re pleased with the quality of the cases and that our customer care team made a great impression. Your support truly means a lot to us.
– Team Keplin
Don't buy lugg luggage,its awful and…
Don't buy lugg luggage,its awful and the warranty isn't worth the paper its written on and they're customer service is a total joke! Brought a 28in Venus suitcase, hard shell,4 wheels. Registered it when brought for the warranty. First time I took it away,not on a plane but in the car to a hotel,a wheel came off when wheeling into hotel. Got in touch with lugg and claimed to have a replacement as it was brand new, after a week or so they responded wanting to know how it happened etc and 4 weeks later they said they would repair it (remember it was brand new never been out of the house) but we have to send it to them at our expense! It's your crappy luggage that broke its your responsibility to pick it up and repair it at your expense not mine! Your a JOKE! DO NOT BUY THEIR RUBBISH.
20 december 2025
Review zonder uitnodiging
Antwoord van Lugg Online
Hi Andy,
We’re really sorry to hear about your experience — having a wheel come off on a brand‑new suitcase is incredibly frustrating, and the delay you described only adds to that frustration. This is not the level of quality or service we want any customer to receive.
We’d like to look into this properly and get it resolved for you. We’ve requested your details through Trustpilot so we can review the case and see what the best solution is. Once we have your information, we’ll make sure this is handled quickly and fairly.
Thank you for bringing this to our attention — we appreciate the chance to put things right.
Kind Regards,
CS manager
020 7569 3007
Customer Service is excellent
Customer Service is excellent, I especially want to mention Pranav who goes above and beyond to ensure customer satisfaction. Item arrived quickly and as described and very good quality. Would definitely recommend this company :)
11 december 2025
Review zonder uitnodiging
Antwoord van Lugg Online
Thank you so much, Lucy.
We’re delighted to hear that you had such a positive experience and that your item arrived quickly and in great condition. Pranav will be thrilled to know his support made such a difference — he truly takes pride in going the extra mile.
We really appreciate your recommendation and your kind words.
Never recived my suitcase
Never recived my suitcase
Emailed they said it was lost in transit
Terrible serivce at lugg
8 december 2025
Review zonder uitnodiging
Antwoord van Lugg Online
Dear Customer ,
Thank you for sharing your feedback. We’re sorry to hear about your experience and want to resolve this quickly. Please call us on 02039266466, mention Trustpilot, and ask to speak with a manager so we can assist you promptly.
I received my delivery on time but wrong order
I received my delivery on time but wrong order - a set of 2pcs suitcase instead of a set of 3pcs, emailed Customer Service immediately and Pranav got in touch promptly and apologetic explaining the next steps. After sending photos of proof, I received regular updates regarding the part refund process. Was pleased with the customer service. Thank you.
17 november 2025
Review zonder uitnodiging
Antwoord van Lugg Online
Thank you for your feedback, Mrs Awinda. We’re glad to hear your delivery arrived on time, and we truly appreciate your patience while we resolved the mix‑up. It’s great to know Pranav was able to assist you promptly and keep you updated throughout the refund process. We’re pleased you were happy with the service, and we’re always here if you need anything in the future.
Good customer service
Oil spray item packaging was in a poor condition when arrived and lid did not close in item. Received good response when complained and replacement sent immediately.
10 november 2025
Review zonder uitnodiging
Antwoord van Lugg Online
Thank you for your feedback, Karen. We’re sorry the oil spray arrived in poor condition — that’s not the experience we want for our customers. We’re glad our team was able to respond quickly and get a replacement sent out right away. We appreciate you giving us the chance to put things right.
Good product and excellent and helpful service
I placed an order online through Amazon and then duplicated it by mistake the next day. When I called them about this they told me to send the second one back by giving it to the courier. He took it and it was credited within 24 hours. Excellent!
11 november 2025
Review zonder uitnodiging
Antwoord van Lugg Online
Thank you, Chris. We’re really glad to hear everything was sorted so smoothly for you. Mistakes happen, and it’s great to know our team could make the return process quick and hassle‑free. We appreciate your kind words and are pleased the refund was completed within 24 hours. Thanks again for choosing us.
The staff member known as Miss Saksh
The staff member known as Miss Saksh
Was a Great help in helping me Register for my suitcase as I found it difficult online, she was very professional .Lugg staff are great originally the case was brought through Temu even the suitcase is great. Keplin Group Ltd, Great.
10 november 2025
Review zonder uitnodiging
⭐️⭐️⭐️⭐️⭐️ Great Service from Pranav!
⭐️⭐️⭐️⭐️⭐️ Great Service from Pranav!
Given that I am such a terrible customer, and all round pain (I think I've been called a "Karen" before), Pranav deserves a medal for dealing with me.
7 november 2025
Review zonder uitnodiging
Antwoord van Lugg Online
Thank you so much, Talat.
We’re delighted to hear that Miss Sakshi Kasabe was able to help you register your suitcase and make the process easy.
She’ll be very happy to know her professionalism made such a positive difference. We’re also glad you’re pleased with your suitcase and the support from our team. We truly appreciate your kind words.
Customer Service: A Good One is a Rare One
First of all, it's rare to have a fantastic experience after a disheartening start. But somehow, Pranav and Sakshi have pulled it out of the mud.
As a frequent traveller across many areas of England for commuting, I had an issue with a broken suitcase.
Despite ordering a suitcase on Monday, 27th October, Evri—the delivery company—has somehow lost my order.
It is now Thursday, 6th November, and I, being very disappointed, decided to send emails and calls to Saskhi and Pranav.
Without hesitation and fuss, Pranav especially decided to raise my spirits to the moon! Offering me a free suitcase alongside my refund and a very valuable coupon code for Lugg.com.
Stuff like this is very rare; no company ever values its customers more than itself, but Pranav (and Lugg) understood how disappointed I, a frequent traveller, am when I have to deal with a broken suitcase with no handle (it's a total pain to roll!).
I had to write a review so people are aware of customer service, such as Pranav and Sashki, who can switch on the light for you.
Do not get it twisted, the collection at Lugg.com is very modern and too unique compared to your regular suitcases.
To conclude, despite my being disappointed about having to carry another week without a proper suitcase, at least I am happy to wait for a free suitcase later next week, around 17th-20th November, which will look fabulous as I travel. (I ordered a Cream Brown, a must-go).
6 november 2025
Review zonder uitnodiging
Antwoord van Lugg Online
It’s wonderful to hear that Pranav’s support helped lift your spirits and that the refund, complimentary suitcase, and coupon brought some relief. Both he and Sakshi take great pride in looking after our customers, and your kind words will mean a lot to them.
We’re also delighted that you love the unique style of our Lugg collection — the Cream Brown is a fantastic choice and we hope it serves you beautifully on your upcoming travels.
Thank you again for taking the time to write such a thoughtful review. We appreciate you, and we’re always here whenever you need us.
Excellent customer service
Ordered 2 cases and they were delivered next day. Realised we had received 2 the same colour in error. Contacted customer service and received a quick response with a solution. Pranav was particularly helpful and can’t fault the customer service provided.
1 november 2025
Review zonder uitnodiging
Antwoord van Lugg Online
Thank you, Danielle. We’re so pleased to hear your order arrived quickly and that our team could resolve the colour mix‑up without any hassle. Pranav will be delighted to know his support made such a positive impression. We truly appreciate your kind words and are always here if you need anything in the future.
Ordered cases too small so had to…
Ordered cases too small so had to return but free swift return process
4 november 2025
Review zonder uitnodiging
Dit is Trustpilot
Iedereen kan een review op Trustpilot achterlaten n.a.v. een ervaring met een bedrijf. Gebruikers hebben het recht om hun feedback op elk moment te wijzigen of te verwijderen, en elke gepubliceerde review is zichtbaar zolang het account van de betreffende gebruiker actief is.
Bedrijven kunnen reviews verzamelen via geautomatiseerde uitnodigingen. Deze reviews worden als geverifieerd bestempeld, omdat het evident is dat ze op echte ervaringen gebaseerd zijn.
Lees meer over geverifieerde reviews.
Wij beveiligen ons platform met behulp van toegewijde specialisten en slimme technologieën. Lees meer over hoe wij nepreviews bestrijden.
Lees meer over Trustpilots reviewproces.
Hier vind je 8 tips voor het schrijven van een goede review.
Verificatie helpt ervoor te zorgen dat echte mensen de reviews schrijven die je op Trustpilot ziet staan.
Beloningen aanbieden voor reviews of een slechts een bepaalde groep mensen vragen om een review te schrijven, kan de TrustScore beïnvloeden. Dit is in strijd met onze richtlijnen.