Lugg Online Reviews 122

The customer service was 5*. My contacts name was called Pranav and helped me out a lot!

The customer service was excellent and I received a full refund. Thank you.

I received my case and the colour was not quite what I had hoped for. I contacted Lugg who arranged for a return and refund. Customer service was great. Pranav was most helpful.

I had to return the product as it was too small but this is an oversight on my part. The team I was emailing, especially Pranav, were super helpful in sorting my return and refund for me.

I asked online how I could get a user manual for a Vacuum Cleaner. The original one was lost. Within 24 hours Carl S sent me a PDF manual. A rapid response. THANKS

My hand luggage case has been on one trip and so far so good. The shell is a little softer than I thought but that's ok, as it will be used as take on hand luggage, so don't expect it to be getting bashed about. It's a lovely colour, wheels well and I like that it has a inside mesh zip. I would recommend.

Pranav in the customer service team provided excellent customer service when I bought the wrong product. They quickly sorted out an evri return option and have processed my refund. Really responsive on email. Can't fault the service and I will be purchasing the correct product with no hesitation.

Totally useless.Firstly they use EVRI for deliveries and my case was not delivered so Lugg sent it again and it was not the case I ordered.I was asked to send photos to show it was the wrong case and they sent EVRI to collect it and they assumed it had already been returned It is now over 3 weeks since my original order and I am left to sort out problems not of my making.
If you want a simple purchase and help when things go wrong then DO NOT use Lugg

When you buy a suitcase with the attached labels stating that they’re under guarantee for a year, with a QR code to submit your warranty you presume that the warranty is legitimate, NO it’s NOT! Although the OR code takes you to their website, when you can’t find the model you bought and contact customer services, only to be told that the particular model you bought isn’t under a yearly warranty 🤷🏻‍♀️🤷🏻‍♀️🤷🏻‍♀️
Is it actually legal? I don’t think so.
Terrible customer service, couldn’t care less attitude!
AVIOD! AVOID! AVOID!

Bought a 2 piece luggage set 2 weeks before my holiday as delivery was meant to be quick, got a order confirmation, 2 weeks later I had to borrow some cases for my holiday as they still hadn't arrived. I emailed and got a response "they must of been lost in transit and a refund will be issued", no looking into it, no alternative cases sent ( I will still need cases for future holidays) I don't think they were ever sent as no delivery notice was emailed and looking at the reviews it seems to be a common problem when you buy from thier website.

Bought a 3 piece luggage set on Amazon. The lining ripped on the medium case on its first use and the cabin bag cracked on the hard case around the wheel on the third use - never put in the hold or any abnormal use. I have never had a hard case break like this before and they claim extra durability when the quality is very poor.
If you buy through their website you get a 5 year warranty but nothing when bought on Amazon and despite it being their product they took no accountability when I contacted them about the poor quality. Definitely wouldn't buy again, wish I had checked the reviews here - the website claims 1000s of 5* reviews but in that case there must be 10,000 1-2 stars to be 2.9 overall!

Had an issue which was reported out of office hours online. Pranav Responded the following day with an apology and a resolution to solve the issue. Took responsibility and provided a swift solution. Happy customer! Thanks for your help Pranav.

I recently ordered some bags from Lugg, and although the delivery was initially arranged through Evri, the experience with Evri was very disappointing — the bags were either lost or never delivered.
However, I have to say that the Lugg customer service team, especially Sakshi, completely turned things around. Sakshi went above and beyond to help me. She took full ownership of the situation, arranged a DPD delivery, and ensured the bags reached me on time with constant updates and clear communication throughout the process.
It’s rare these days to see this level of dedication, professionalism, and genuine care for customers. Thanks to Sakshi and the Lugg team, what started as a frustrating situation ended up being a truly positive experience.
I’ll definitely choose Lugg again in the future and highly recommend them to anyone looking for quality products backed by exceptional customer service.

Both large suitcases have cracked on first use and customer services are absolutley useless. They just do not want to know

I bought a case from Morrisons and have used it many times and had no issues. Taken it on trains, dragged it through London, taken it on a flight etc I didn’t use the little padlock because it looked rubbish. The case itself has been great. Think I paid £25 so if I get another year out of it I don’t think that is bad for the money!

I placed an order on the Tuesday and received confirmation.

The bag i selected wasnt my first choice but the others were out
Of stock.

I then chased to see what their estimated despatch times were, i got a message that same afternoon saying they have stock issues and can no longer fulfil my order.

Given the amount of reviews saying this, i dont think this is a one off! Note a lot of the reviews are from people based in India.

I am under the impression a lot of the good reviews are fake given the names.

Bought two cases from Morrisons, and as advised by the manufacturer, I changed the combination on both cases and checked that they worked OK. But when we came to use the cases (01/09/25) we were unable to fasten the zips into the lock on one of the cases. Then when we reached our destination, we were unable to open the lock on the other case. Luckily the locks are so poor, I was able to force the zips out of the locks (without too much effort)
Contacted Customer services when we got home. Automated reply said they would respond within 2 days. Over a week now and heard nothing from them since.
I have to say that after reading lots of reviews I am not very hopeful of a satisfactory outcome.

I ordered my suitcase 11 days ago on the 1st September, with the free standard delivery (which takes 2 days according to them), and I hadn't received any tracking information. I emailed them yesterday and got a response today saying the item was out of stock and they're refunding me (which will take 3-5 days to clear).

They never informed me it was never going to be sent, and waited until I chased my order. I need my suitcase for Tuesday do now online isnt an option and I have to go out somewhere and find one.

They haven't even offered an alternative and just left me hanging.

Disgusting service. Do not buy as a last minute holiday purchase as the company can't be trusted to deliver.

Very very poor quality outer shell of the case was wafer thin, also after setting the combination lock and testing before closing I made sure all was working fine, then I closed the suitcase and it instantly became permanently locked with all my good inside, nether had this problem before with a suitcase.

The people that didn’t get their cases are lucky! I bought the jetset 3 pce set in November 2024.
December 24 holiday the medium case wheel broke off.
August 25 the large case wheel broke off
September 25 the handle of the small case ripped off.
Response of customer service to all: you are outside the 30 day warranty.
Cases are pathetic, policy are outdated and clearly aligned with the quality they expect.
Avoid, spend your money with a company that stands by its quality.