Luggage Free

All worked perfectly on both ends.

Prompt and efficient

Prompt, efficient.

All our luggage was delivered exactly…

All our luggage was delivered exactly as promised. Love Luggage Free!

Unreachable when needed

I had arranged for Luggage Free to deliver two trunks directly to our cruise ship in Sydney, Australia, and collect them upon our return, and bring them back home. The idea was to have the things we would need for the cruise not be part of the luggage with which we would travel through Australia the remaining weeks of our vacation. Luggage Free does not actually store or ship the luggage for which it contracts to provide services. Its only function is to coordinate such services to be provided by others. In our case, it has done so miserably. The single most important criticism I have of their performance is their deplorable communication protocols. The problems began when the trunks had not arrived on the ship as we were approaching one hour from sailing. This was mystifying because the trunks of our friends had arrived on the ship much earlier. I was able to track our trunks because they both had Air Tags to a warehouse near the port and began trying to reach Luggage Free. My calls to every phone number I had for them were answered by the same irritating recorded message that I had reached them outside their business hours and they would respond eventually, which did not occur in time to address this. In desperation, I also tried email but received the same response. Had they bothered to answer my calls or email when received, they would have had plenty of time to arrange for the trunks to be delivered before sailing. We learned later that their agent’s driver had simply overlooked the trunks in their offices. Over the next two weeks, Luggage Free failed entirely to get the trunks to us while underway. Most frustrating, while we spent an entire day in Auckland, the trunks were a few kilometers away at a FedEx office but, because Luggage Free didn’t answer their phones, they could not be reached to have them delivered to the ship. I’ll place my frustration in context. My wife is recovering from a very severe illness - completely paralyzed and in intensive care for a number of weeks, followed by additional months of hospitalization for recovery and rehabilitation. This trip was intended in part to celebrate a partial recovery and to celebrate her birthday. The trunks contained a number of articles intended for celebrations on the ship with friends who had generously joined us. The absence of the trunks cast an unnecessary shadow on these celebrations. Mistakes happen. But the deliberate practice of being unavailable in real time “outside business hours” is inexcusable for a company that pretends to provide global services.

Pick and delivery went very smoothly

Pick and delivery went very smoothly. Second year in a row using Luggage Free (5+ baggage 50lbs+ each) - will continue to use their reliable service

Just ok and some things very frustrating

The people who helped me when I booked were very kind and helped me out. I told them this was to pick up my daughter‘s luggage from college in Dublin Ireland and ship it back home in the United States. They said that’s not an issue. I set the pick up location to be my daughter‘s dorm and dorms are a multi person location. The truck came and then left without picking up her bag, because my daughter doesn’t have an Ireland phone number, they never tried to call her to say they were there and I feel that was poor service. My daughter then had to spend the money and time to take a taxi to the airport to drop off the bag. When the bag got here to our house, the delivery company didn’t even ring our doorbell to tell us it was here. They just left it at the door.

Picked up and arrived on time!!

Picked up and arrived on time!!! Help desk was very good at following up on inquiries.

Ease of getting the job done!

Everyone was very nice when I made…

Everyone was very nice when I made multiple inquiries. All arrived on time as promised thank you.

Great service

Picked up my luggage on time and it was…

Picked up my luggage on time and it was delivered faster than I expected.

My luggage was damaged and a wheel is…

My luggage was damaged and a wheel is missing…

Everything was exactly as promised

Everything was exactly as promised. I received my suitcase onboard the ship before I arrived, and it was delivered back to my home promptly.

Our luggage arrived quicker than we…

Our luggage arrived quicker than we expected.

Perfect!

My first experience with Luggage Free was great. Suitcase was picked up on time and delivered to my hotel. And I got my luggage back 2 days ahead of schedule! I look forward to using Luggage Free in the future.

This was the first time I used luggage…

This was the first time I used luggage free bc it was recommended by a friend even though your prices were considerably higher than an other company. The process was not as easy for me. I was signed up for an account ( which I had to complete on my own with emails & passwords before I had to physically go to Fed Ex to print my luggage tags) my scheduled pic up did not happen on time so I waited into the afternoon. I was not comfortable leaving bags outside which no one mentioned most users do. I wanted it delivered on Monday yet it got there the Friday before. I thought I determined when it should get there.emails were received that your shipment was delivered instead of 2 bags which made me wonder if both got there. I really thought first time users would get a deep discount yet was told no promos available at this time. My luggage spent the weekend in a mail room instead of my apartment if it was delivered with my arrival on Monday .

fixed the probelm quickly

Our luggage arrived at our cruise line as expected and the luggage actually arrived home a few days early. Unfortunately, during the trip back home, 2 zippers were broken. Nothing was lost as they both stayed shut but the tabs were broken off. I sent an email that evening, received a link to file a claim later that evening, filed my claim over the weekend, and received approval early Monday morning. Check has not yet arrived but so far, so good.

Rapid response

Rapid response; very pleasant customer service personnel, and great delivery!

Early amd reliable delivery

Worked perfectly