Luggage Forward reviews

1557516696

M Derrick

google

1

Luggage Forward LEFT ME WITHOUT CLOTHING FOR THREE WEEKS ON A CRUISE SHIP IN THE MIDDLE OF AN OCEAN. I contracted with Luggage Forward of Boston, MA to deliver luggage to my cruise ship before it sailed & the company has a "GUARANTEED ON TIME" delivery stated. However, Luggage Forward did NOT deliver my luggage at all & LEFT ME WITHOUT CLOTHING FOR THREE WEEKS ON A CRUISE SHIP IN THE MIDDLE OF AN OCEAN. The "guarantee" states I would receive $500 in addition to a refund. Luggage Forward has NOT provided the $500 guaranteed, unless I sign a NON-DISCLOSURE AGREEMENT. I contracted with Luggage Forward to ship two pieces of luggage from my home to a cruise ship in Ft. Lauderdale, FL for an approximate 3 week holiday cruise including Christmas and New Years Eve celebrations. Luggage Forward NEVER delivered my suitcase to the ship during that three week period, even though Luggage Forward had guaranteed delivery AND made multiple promises to forward the undelivered suitcase to any one of our multiple ports of call. LF NEVER forwarded the suitcase despite many promises to do so. I even offered to go by taxi to the Panama airport to pick up the suitcase if LF would just send it. A Princess cruise representative phoned LF multiple times, instructing LF to put the suitcase on an American Airlines flight to Cartagena, Columbia and the suitcase would be delivered directly to the ship by the airline. LF declined to forward the suitcase no matter how many options they were given to do so. The suitcase contained over $7,000. worth of clothing including evening gowns, shoes & other items purchased exclusively for the cruise. Because of that loss, my @ $16,000. cruise was ruined. What my family was put through was a nightmare. The only clothing I had was the clothing I wore to board the ship. For three weeks I had no underwear, nightgowns, shoes, casual clothes, or evening wear for the four formal holiday dinners onboard. I spent our valuable vacation time washing clothes in the ship's laundromat. I was forced to purchase over $2,500. worth of items on board the ship at incredibly inflated prices. I had no choice of where to buy items I needed just to exist thru this emergency situation, as the only place to shop was the ship's "boutique". After many conversations with Luggage Forward, the company did reimburse the cost of the luggage transportation from Houston to Ft. Lauderdale, and offered an "apology". LF admitted they failed to deliver as per their written guarantee. But LF will not reimburse any other expenses unless I agree to sign a NON-DISCLOSURE AGREEMENT. I am not obligated or willing to be forced to sign a non-disclosure agreement. LF asked for my receipts for items purchased because of the untenable position they put my family in. I faxed @ $2,200. in written receipts. I pointed out this was only a small portion of our loss, due to the time and money lost having to wash clothes every day instead of being able to enjoy the shipboard actives that I had paid for in our cruise fare. The amount of stress caused by LF's failure to deliver the suitcase as guaranteed negated the very reason for the "vacation". The company has not offered reimbursement for the $2,220 I was forced to spend. Why did LF ask for receipts they have NOT reimbursed? Instead LF offered an insulting $700. settlement, which would not even pay for the costs incurred having to contact LF over and over again. All calls to LF were "international calling" charges and using internet on the ship to contact LF cost $200. Luggage Forward LEFT ME WITHOUT CLOTHING FOR THREE WEEKS ON A CRUISE SHIP IN THE MIDDLE OF AN OCEAN

1521171890

Ruth Fryer

google

1

Initial pick up of bags was over 1 week late. Luggage tags did not arrive on time so there were complications from the start. I have spent my whole holiday emailing them back and forwards as they claim to not know where the address is. The bags finally get delivered 3 days after their supposed delivery date. After all of this now they are not upholding their on time delivery guarantee. Terrible service

1603809824

Robin Perreault

google

5

Luggage Forward is fantastic. We have used it for two separate international trips. The booking is so easy and the staff respond to chat and email very quickly and are very friendly and competent. The whole process is very smooth and both times, our delivery was earlier than expected.

1635538526

Prue Van Dam

google

5

Luggage arrived at UK destination a few days early to my daughter's delight. Customer service was very responsive to my email and phone inquiries. Definitely recommend.

1645632528

Owen Kasser

google

Sorry to see your review Owen, our sales team is available 24 hours a day, 365 days per year. Note, we also offer the industry's best on time guarantee- FedEx, UPS and the likes do not. Looking through our system, we have no bookings in your name so we cannot speak to your particular grievance but would be glad to discuss if you'd like to phone in.

1645633706

1

Disappointing customer service when our bags were delayed. The website says they are available 24/7, but straight to voicemail outside of office hours...that does not seem consistent. After our bags were 3 days late for our week long vacation, they offered a refund - 10 days later, still have not received. Would recommend going straight through shipping companies (UPS, Fedex, DHL) and skipping the middleman.