Lugg Online Reviews 122

Purchased set of 3 skywander and the delivery was very late. called customer service and they shipped it in priority and I got my suitcases before going out for my vaccations

Ordered a case, that I required fairly quickly, only to receive an email a week later to say my order had been cancelled because they had run out of stock. No apology and clearly lies as the same case is still advertised on their site but now at a higher price. Would never use them again.

On time delivery ,perfect for my trip , compatible with Ryan air and good quality

DO NOT USE!!!!
I ordered 5 cases, 2 arrived, 3 went missing. Customer service seem to only work 1 afternoon a week judging by the response time, didn't receive my cases in time. Still waiting on either a refund or the items. DO NOT USE THIS COMPANY IF YOU ACTALLY WANT TO GET YOUR ITEMS

A good experience. I definitely recommend this to everyone

Ordered through KG-Driect on Amazon which is the same company. 2 days before we were due to travel, the luggage did not arrive on the day of delivery. Called their support number only to be told "there was a fire in the corner of the warehouse where my bags were so they could not fulfil the order". I didn't realise that lugg-online was the same company so tried to order via their site to get next day delivery but it wasn't available as an option. I called to be told that because it was past 13:00 they couldn't, even though the only reason I needed this was because they failed to deliver the original order.
The person on the phone told me I could order the luggage but it would be there the next day - I pointed out that obviously they'd 'had a fire in the warehouse' but she knew nothing about this.
Things go wrong, I accept that, but a proper company does what it can to resolve the situation and owns up to it's mistakes, it does not make up stories and then fail to take accountability.
Avoid at all costs

Absolutely lovely customer service , Very informative and very patient with an old man like . I WOULD DEFINITELY RECOMMEND IT TO ALL MY PALS

Fab little suitcase-outstanding customer service considering the excellent value for money. I would definitely recommend. It’s rare to find such helpful and swift customer service. Long may that continue. Thanks Lugg

I purchased the wrong case.Although fantastic quality it was too big.They quickly arranged a free return and refund.
I subsequently ordered the correct size.They could not have been more helpful

I ordered a suitcase online, due to there being no stock i was given a refund, I then rang up customer service and asked for them to send me out a different coloured suitcase rather than the refund as I had a holiday coming up, and thanks to Pranav because of the inconvenience that was caused i received my suitcase free of charge, as well as keeping my refund so thank you very much!!! and I’ll definitely be shopping again.

LUGG Online: Exceptional Service That Exceeds Expectations!
I recently purchased a luggage set from LUGG Online, and while there were some initial imperfections, the way LUGG handled the situation truly blew me away. From the moment I contacted them, their customer service was outstanding. They not only sorted the issue quickly and efficiently but went above and beyond anything I could have expected.
I am more than 100% satisfied with the resolution and the entire experience. I highly recommend LUGG Online for their fantastic products and, more importantly, their absolutely exceptional customer service. They've definitely earned a loyal customer in me!

Excellent customer service ,I must say ,no complaints from me at all ,lovely bags , I am an 80 year old woman and the young man on customer service Arthur was so patient with me and guided me through the whole process

Bought Skywandsr 3pc suitcase and it was delayed from EVRI. The customer service is good and they made sure the cases are delivered before I go to my vacation

Bought a medium case from Morrisons, submitted photos of receipt twice and twice it was rejected, the second time took weeks so I imagine they are anticipating the receipt fading or you losing it. I was going to add to the case to make a set but now I won’t. Life is too short, I don’t control how the receipts look and it’s too easy to reject them based on spurious reasons. Avoid like the plague would be my advice.

I ordered a suitcase for my son but it wasn't the colour he expected so I returned it.
What a great experience that was. Helpful, quick to respond. Pleasant change in this day and age 👏👏

I made a mistake by providing the wrong email address on my order. I contacted customer service and spoke to a chap who rectified my error at their end without issue. He also said I could expect my cases by the end of the week and sure enough they were with me by the Thursday if the same week I ordered. Cases appear to be as advertised so no complaints from me with regard to customer service and delivery.

Bought a hand luggage case from the Morrisons range which came with a 12 month warranty, which required online registration I filled out all the details which turned out to be a request for a warranty. About a week later I received an email from Lugg stating they had rejected my request for the warranty because they couldn’t see the whole date on the receipt. Ridiculous! Not even used the case yet and the zip is twisted. Won’t be purchasing anything else from the company and I’m glad I had only purchased one as I was going to get the whole set.

Purchased what was described as a "Waterproof phone pouch" by the Lugg packaging, contact details were for a company called Keplin Group Ltd based in London CV37 8QR.
The pouch looked OK initially till checked the back and realised that there was a slit entry point which rather destroyed the "waterproof" claim, I contacted Keplin to ask about it and eventually received a garbled email as to where I purchased the item etc. All I wanted was info on why and what the slit in the back was about...anyway in short I decided to return it to seller as could see I wasn't going to get any useful info from Lugg/Keplin just a request to return the item.

AVOID AVOID AVOID. BAD QUALITY.
All 4x suitcases had faulty Zip Locks.
No customer service. Ended up having to break into the locks & buy new suitcases.