The Luggage Center

Just received my repaired B&R briefcase after The Luggage Center took it in, wrote the ticket and shipped it off free of charge. Knowledgable, fast, and friendly service with wide selection of current product.

This past week I went into the Los Gatos store to purchase 2 Eagle Creek 30″ ORV trunks for an upcoming trip to Australia. I thought I’d look at other luggage while I was there. The goal was finding an Eagle Creek bag that was within the size limit in order to prevent oversized charges at check in.
After poking around on my own I decided to approach the store manager Warren for help. That was the single worse idea of the day! Things went south real fast. After not getting any help from Warren I decided to call my husband at work so he could search the web while I was in the store. My husband suggested a few bags he found on Eagle Creeks website that was within the size limits. I couldn’t make out the info on the label and asked Warren for help. He looked confused and lost.
Then he said the wrong thing that leads me to this review…
He said out loud… Your giving me a headache. What? I asked myself before responding, did he just say that? Bad thoughts came into my mind on what I could say but rather, I kept my cool and I told my husband that I appreciated his help since I knew he was at work doing this for me and that I would look around another time. My husband didn’t hear what Warren said because if he had I think he would have demanded I leave at that moment. So I ended my phone call and left.
The next day I went to the Westgate Store and bought the luggage with other items and spent over $ 800.00. The girl there was great and I will write a review on that experience following this one.
Lesson to Warren — don’t piss your customers off because there’s other places we can go spend our hard earned money. Your company needs to know that your store lost my business forever and because of your snooty behavior I wrote this review. You shouldn’t be a manger and if you had said what you said in front of my sons or husband, you would have been scolded to tears. My experience with you was very much like Lelani’s from ¹⁰⁄₁₁. I guess you haven’t learned any lessons from being a smart ass.

Just saw same tempurpedic travel pillow at the SFO airport for $ 5 less, so not too happy to know that this place marks up their prices. Customer service wasn’t the friendliest, but location is convenient.

Whenever I travel, I pop in to the Luggage Center in LG for the latest gadgets and travel must-​haves. I bought my 80 year old father a super-​light weight roller bag last time I was there and he loves it.
Warren is a great help and very knowledgeable. He has a very dry sense of humor, so some people might not get him, but I think he is great.

I just read the review from Jan P.‘s experience in June of this year and I’m glad she had that experience with Warren. I was in there last night and had the exact opposite experience with him.
The customer service I received from Warren was terrible. I had a question about the transaction and his response was snooty and demeaning — it was as if he expected me to already know the answer. When I explained that I don’t work here, YOU do, and that I’m asking for you to explain it to me because you know how it works and I don’t — he got even more testy.
It will be a LONG LONG LONG LONG LONG time before I spend any money in that store.
Great products. Horrible customer service.

With a half hour to kill before an appointment, we wandered along Santa Cruz Avenue and stumbled upon TLC. The other half needs a roll-​away carry-​on and we didn’t know what brands to choose from. Warren was extremely helpful and knowledgeable and suggested a number of 21″ options. Instead of a pricey Tumi, we ended up really liking the brands Victorinox Swiss Army and Briggs & Riley (both suggested by Warren). Warren discussed the pros and cons of each, the interior options, as well as the weight. There was a table upon which to open the suitcases and explore the interiors which he allowed us to do at our own pace. He also showed us folding organizers which would greatly benefit the other half who tends to just toss things into his luggage, zip up, and go. We were not pressured to buy, but will definitely be back before our next trip!
The sales associate was friendly and really helpful. The store also has a wide variety of brands with a good selection of price points. This is definitely a place to check out if you need luggage. A lot of items are at MSRP, but they do have items on sale too.

Do NOT go to this luggage store. Heck, go ahead if you want to be treated with such little to no respect.
The Story:
I was meeting a friend for dinner in Los Gatos and I noticed this luggage store. Seeing how I had some time left and have been shopping around lately for a rolling computer bag, I decided to walk in.
I enter the store and instead of receiving a friendly «hello», i receive a blank stare, as if I came in to shop lift (by golly I was still in my work atire and still had my company badge on!)
So i look around for a few minutes and still receive no help. Then I noticed a Brigg’s and Riley bag that I have been eyeing for a while. I ask the sales associate «do you guys price match». Backstory: Just a few days ago I was at a luggage store in the Valley Fair Mall. The sales associate there sold me on the B & R bag, but I wanted to check the price online. He assured me he will price match ANY reputable online store prices.
So i did some research and found that the bag was $ 179 (MSRP $ 229) on the actual Brigg’s and Riley website.
Back to my story: the sales associate (in such a way that just makes you wonder «what’s his problem») says yes. So i tell him I found the bag for $ 179 on B&R website. He looks at me and tells me «why dont you get it then» and promptly walks away. I was left standing there, trying to figure out what exactly happened.
Bottom line, avoid this store. Whoever you are that worked there on April 14^th 2009, you lost not only a customer but potential future sales. I travel quite a bit and so do my collegues, and I have shared this story with all of them.
Yes I understand you might not be able to price match online stores, but for god sake do you have to treat new customers with such little regard. Have you not factored in shipping cost to perhaps try to win a sale for me (assuming shipping is $ 20, i would have happily paid $ 200 for this bag that day).
So The Luggage Center