Our entire experience with Luggage Forward has been a total NIGHTMARE!!! STAY FAR AWAY FROM THIS COMPANY. WHAT A RIP OFF! We used them once before traveling from Europe and our bags arrived to the states in 2 days, so how hard is it to ship domestically?? Apparently complicated for them. We had a planned trip to Paso Robles (freezing temperatures) might l add during the day and night &;;;;;; decided to ship our luggage with boots, sneakers, expensive coats and even a book for a child with cancer. Our luggage was supposed to arrive the day before our arrival. And guess what?? Nothing arrived! We contacted the company and they kept saying the airplane had issues and they didnt know where our luggage was. Fedex was clueless and so was Luggage backwards! They kept giving us the run around. They stated that we had a total of $500 that they would reimburse us for because we needed clothing and now theyre saying we cant get our money back that they promised to return to us. Anna and Noah and the entire establishment dont care about their customers and WILL NEVER USE THEM EVER AGAIN. We had over $12000 worth of items in there and they probably have some illegal system going on to steal peoples belongings. I wish l could give them 1 star. Instead of admitting that they messed up and the LEAST they could do is give us the money that was spent to buy something while out of town. HORRIBLE HORRIBLE HORRIBLE COMPANY. THEY SHOULD BE BANNED. User's recommendation: STAY FAR AWAY FROM THIS COMPANY.