I have shipped with LugLess at least 4 times before, and have never had any issues. With my latest shipment, I received a "shipping adjustment" notice about 20 days after delivery, and was extremely confused. When I had initially dropped off my bags, the FedEx agent had weighed them right in front of me, and had acknowledged my bags were within the weights I had paid for. Even in this email notice, I saw that they had mislabeled which one was a check-in and which was a carry-on, which made my "carry-on" 25 pounds overweight. The same day I received this notice, I contacted them immediately, and initiated a claim within 7 days of receiving notice, as listed in their policy. After this, there was absolutely no follow-up and about a month later, I got another email exactly the same as the first shipping adjustment asking me to pay. I assumed this was a mistake since I hadn't received any follow-up yet, and because there was just clearly an issue from their/FedEx's end. After I reached out to them again, for an update, I was just told that FedEx denied my claim despite the fact that I uploaded pictures showing proof of the bag I had mailed and it's dimensions. There was no proof on FedEx's end. I would have hoped LugLess would then advocate for me as a customer, but their customer service agent Grace has been sending a version of the same email over and over again just asking me to pay an excess fee. One of her points: "We can appreciate your frustration and understand FedEx's measurement may be incorrect. They use lasers and scales throughout their facilities as your luggage is in transit, and sometimes the measurements they take have the potential to be inaccurate." Despite this acknowledgement, they are unwilling to understand the situation and budge. I can't understand the rationale for paying extra when I was within the correct weight range (with proof in the email to show for it!) and am so stuck on what to do now.