Lugg Online Avis 118

Awesome products and smooth after sales service

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

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!

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.

The quality of the cases is great for the price and the customer care is first rate.

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.

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 :)

Never recived my suitcase
Emailed they said it was lost in transit
Terrible serivce at lugg

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.

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.

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!

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.

⭐️⭐️⭐️⭐️⭐️ 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.

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).

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.

Ordered cases too small so had to return but free swift return process

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.