The Orvis Company Inc.

TERRIBLE CUSTOMER SERVICE!
My husband has lived in Houston for 50 years and been a loyal customer at this location since they opened. Not anymore. A week ago, we decided to add two pieces of luggage to some he’d already purchased. We spent almost $ 800 (just this time). When I brought the luggage home, my husband noticed one of the leather luggage tags was broken at the buckle. We were traveling the next day, so I had no time to return it.
When we got home, I took the tag in, explaining my husband was traveling again in two days. Noting that there were several pieces of luggage on the sales floor that matched my husband’s set, I asked for a new tag. They told me they had no «extra» tags. First, the sales person offered to order one that did not match. Our luggage is tan and hunter green. He wanted to order orange or black. When I asked for one that matched, he actually had to go get a manager. The manager said he could get one that matched, but it would take at least a week.
I explained my husband had to travel in two days. I suggested that instead of me having to bring a whole bag back that we had used to exchange it just so we could just get a new tag, that they give me a tag off of a piece they had in stock. He then rudely suggested that I wanted them to sell another customer luggage with a broken tag. I said «No, since you also keep stock in the back and there are several pieces up front, I was hoping you could give me a tag, set your bag aside, and then when your tag comes in, you can put the bag back on the floor. «I won’t be caught with my pants down. I sell these fast…»
Translation: «I don’t care that you are now the one caught with your pants down having to travel with no tag, or about the almost $ 800 you just gave me, I’m only worried about the next customers who may or may not buy this luggage this week I’ve already got your money. When I took the tag and told the salesperson I would just bring the broken tag back with the tag and my receipt the next day, my phone rang within 30 minutes. They «called another store» and WOW! somehow, they found a tag. I’m very sure they just didn’t want to damage out a whole bag and pulled a tag from the back. I did get the tag, but they have lost a customer permanently. Apparently, it won’t matter, because they just wait for the next customer anyway…

I had an Orvis catalog on hand during my recent trip to Houston, and since I was in the neighbourhood, I decided to stop in. A few years ago, I bought a nice casual jacket here when the Houston store was more or less across the street.
Orvis sells high quality and handsome clothes, travel items, and gifts. I have usually been drawn to their signature green and leather luggage, briefcase, etc. items, most of which I think are made by J.W. Hulme in St. Paul MN. And even though I don’t fish, Orvis’ angler department is still a fun place to look around, especially when one of the staff is talking shop with a customer.
Orvis merchandise can be pricey and I usually wait for or randomly come upon one of their sales.

If you hunt, fish or enjoy the outdoors or just want to look like you do in your big $$$$ 4WD that has never seen dirt — this is the place to go. I love the wonderful people, quality clothes and gifts and always the annual tent sale. Thank you for Orvis for not selling all the Chinese crap. What a spot.