Hello Team Lugg,
This was a disappointing experience for my inaugural Lugg trial since my friend recommended them after using your service from a furniture store, I believe it was Crate and Barrel. The app says to expect Lugg movers within 25 minutes, however the app told me my movers were two hours away! Thinking it might be a bug with the app, I tried calling the movers without success. After waiting 30 minutes, I called the movers again and they told me they just got to another job and would be well over the estimated timeframe. I expressed my disappointment and they said I could cancel the job and email support since Lugg controls the matching of pick ups and deliveries. I cancelled and re-requested, but got matched to the same movers. I was so frustrated, I regretted not originally using task rabbit, like I do for most move jobs. I emailed support and was happy to get a very rapid response from them. However, the process I went through seems unacceptable for a service that crate and barrel recommends.
The only reason I would give Lugg a star out of this experience was because of the movers that ended up getting paired with me. They were professional, courteous, and quick! One minor ding because they forgot their wrap for furniture at their last job, but their willingness to stay late and take my move made up for that. I was also expecting to pay $55, and the total came out to $84. The labor time and transportation time do not add up for me, and am hoping you can provide a detailed description. I hope that you can take this feedback for future jobs, and make this situation acceptable to meet my expectations so that I can leave you guys a positive review. Thanks in advance for any help you can provide regarding the charge and details.
Kind Regards,
Erica - Erica

Total Price$82