Lugg Online Reviews 123

Absolutely fantastic customer service after a problem with one of my suitcase wheels I spoke to Niha in customer service at Lugg and they have been fantastic and very understanding. I was offered a refund or replacement and I chose replacement as the suitcases are very good for a great price.

Disappointing customer service.
Suitcase bought as Christmas gift and on first trip zipper breaks but customer service not interested as out of 30 days.
Please Check Items carefully before using. (Update) Customer service have now sorted issue.

A good experience. There was an initial problem with my purchase and the very helpful Customer Service team resolved my issue very quickly. I would definitely use this company again :)

I tried to make a purchase but the initial 10 percent coupon code did not work , I called them and they gave me an extra coupon code and also explained the materials used to make the cases . Absolutely delighted

Ps- Call them rather than sending an email for a quick answer

I purchased 3 pc suitcases for my trip to Italy last month ,the wheel came off , I contacted their customer support and asked for a resolution, Since I am disabled and I have mobility issues , Customer support arranged a home collection for me and then rearranged a replacement accordingly to my availability , This whole process was completed in a couple of days . One cannot find such good customer service nowadays, The man I spoke to Arthur was kind and gave me a good resolution.

Niha and her team helped with an issue I had couple of days before I travelled. They under promised and over delivered…..received my package in good time before our family holiday.

Arranged to pick up the item I wanted returned seemlessly and got my package a day earlier.

Thank you and I would recommend their services to all.

Many thanks

Excellent response to query. Haven’t used the new cases yet but they look good, feel substantial and wonderful colour burgundy!
Thanks for the speedy reply

Great team and prompt responses. Very professional approach to all the questions raised. Sorry for being a tough customer. Your team definitely deserve the 5 star rating.

I was a bit worried having read the reviews after I ordered one of these. Turns out it's actually a nice suitcase. Loads of compartments inside, colour looks nice and smart.

I'll be honest the carry handles on the side don't seem great quality so I wouldn't trust picking it up with a lot of weight in. However the telescopic handle and the wheels work okay.

End of the day you get what you pay for. If you want quality then go pay £100+ for a designer suitcase. Not sure why so many people have high expectations after spending £35.

These are for sale on Amazon and have mostly positive reviews. I'd recommend purchasing there instead of directly from Lugg as you'll have a better chance of returning the item.

just wanted to let you know I had my lugg luggage delivered today and I am absolutely over the moon with it. Fabulous colour and it’s lightweight and easy to use and I am looking forward to using it on my forthcoming holiday, it’s exactly what I needed and the quality is excellent.
The delivery was quick and straight forward and my packing cubes also arrived spot on.
Thank you for the great service

Don’t buy the underseat case thinking it will comply with Ryanair’s underseat bag policy, because it won’t. Despite showing that the underseat bag is compatible with Ryanair guidelines it states in virtually unreadable letters underneath, ‘priority only’. Customer services were very unhelpful.

I bought two backpack cases and both of them were faulty at the zips. One of them had the tab for the zip sewn to the side of the case so I couldn't open the zip. I sent pictures to customer services showing the faults. Because it was over 30 days they would not entertain me! What happened to the xmas extension! Will never use again!!!

Poor quality cases, bought 2 of the same small trolly cases, the hard case split by the the handle in the same
place on both of them on the 3rd use within 3 months. Wrote to customer service to ask for refund or replacement and they said no as warranty only 30 days. Poor quality, avoid, spend a little more on a reputable manufacturer with a warranty.
*Edit* following my initial 1* review, Lugg customer services called me and have issued me a full refund, which I have received on my original payment card. They explained they have changed their customer service process and iterated they care about their customers and reputation which seemed very genuine and there was no pressure for me to change my review. Although the customer service was good on this instance, I’m sorry I cannot give more stars because of the poor quality of the products I bought and it took for a bad review in the first place to get a resolution several weeks later.

If I could give 0.
The worst communication ever. Requested a refund after sending items back. And still waiting. This is a drop shipper and honestly the worst. They don’t reply promptly. I am not even sure if I will get my refund.

I brought a lugg cabin suitcase, used it for the first time the other week to find out that the zip locking mechanism was faulty. After trying to contact them about it and them replying after 5 days each time. Refusing to do anything about it! Terrible customer service. In market for more suitcase, will definitely be going elsewhere

Please do not order from here. Only from respected companies that will guarantee durability and have good customer service.

Terrible customer service. Terrible luggage.
I bought the JETSET 3 piece luggage set for my trip ordered 30th Sept 2024. Started packing 1st Nov 2024. After somewhat packing my largest luggage I lifted it up by the top handle and the handle snapped I tried screwing it back but the handle was all faulty and wouldn’t screw. I immediately wrote to the LUGG customer service and all they responded with was that I passed my 21 day return time frame. I then still packed the luggage and took it with me to my trip when I got the airport and went to put on the checkin bagge scale the side handle snapped off completely leaving exposed screws which was quite dangerous. The luggage weight was no more than 15kg. Completely disappointed with the durability of this luggage it made travelling extra difficult!

I wrote back to customer service asking for more clarity as their response was atrocious still no response so I sent a further chase. After returning from my holiday I called the telephone line they have on their website to which the same thing was said about the return policy and all they can do is issue a replacement. If I want a refund I have to go through legal and lawyers.

Please do not order from here. Only from respected companies that will guarantee durability and have good customer service.

The handle on the Skywander 20”cabin bag broke after 3uses and 16months from purchase(from Amazon) LUGG are not prepared to repair, replace or refund and have no warranty on their products. The customer services have been unhelpful and very curt in their responses to me. Beware if you purchase from them either directly or via another seller. I would NOT recommend based on my experience

Wish I had read the reviews beforehand but I was excited for my trip to Japan.
They looked great BUT the upper handles broke on 2 suitcases very quickly and with max 15kg in them (the larger cases).

They have a very strict return policy but let's face it, you buy suitcases in advance!

They are not willing to replace, refund or partially refund.

It was a real pain having broken handles and was upsetting to spend £100 for something that cannot be mended.

Do not use Lugg-online. Suitcase was horrible! Cheap and tacky. No returns information, had to email three times to get them to provide me with a label. They then insisted on having me take a pic of the product and packaging before issuing me a label?! Bearing in mind the emails take 5 to 7 days to be answered. Had to chase up the return when I heard nothing after another 2 weeks! Their answer was “You were meant to send us a pic of the postage receipt”. They seem to like pointless photos being sent to them (or are they just making returns as awkward as possible?!) Of course the refund took a further 10 days from them eventually emailing to say it had been issued. TWO MONTHS after ordering this case, I have received a refund!! Stear well clear of these clowns.