Outstanding service! AJju was so helpful and professional in ensuring that my Sherrpa…read moreluggage--which has been great--was replaced and updated under the warranty. This store stands behind its products and cares about its customers! Worth shopping here rather than online! Great customer experience. Bravo!

Stopped in to begin looking for a suitcase to check as luggage for an overseas trip. Destiny was…read moreincredibly helpful. She cheerfully described my options for purchase, including the pluses and minuses of each. She is clearly well-trained to know what they're selling. Would recommend to others.

Yes! This is my go to luggage and travel shop! The owner is so very helpful, even when it's just…read morefor something little.

This store is stock to the brim will all of your luggage and traveling needs…read more Every travel accessory imaginable lays between these walls. The have a great selection of Bagalini's in so many shapes colors and designs. The mecca of bagalini's. The prices are top knotch primo though. I had to price compare on Amazon and of course found Amazon to be less expensive. They do have some top name brands. I found it hard to spend $800 on 1 suitcase. I'd only spend that much of it was a "self packing" suitcase. If I can create one, I'd be rich. The gentlemen was very helpful. One solo guy who was able to multitask like a luggage super hero.

My never ending travels with my never ending search for the perfect luggage lured me in today…read more Edward's Luggage is replaced with new ownership. Pretty much the same selection of high end products. I been thinking of a 18"RIMOWA carry on. The very knowledgeable sales associate (same fella from Edward's) explained that Louis Vuitton purchased the company about a year ago and some of the sizes are no longer in production. He did check if it might be available, but nope. I appreciate his attention and willingness to help. Of course, RIMOWA luggage starts at $750.

Hunting for a new overhead carry on that will accommodate all airlines foreign and domestic without…read moreworry I had my work cut out for me. With each Airline having their own rules, weights and dimensions I had to go as small and as light as possible. After hunting at a few other locations I was directed to Innovation in Walnut Creek. Thinking I knew what I was looking for I was introduced in Christopher who knew which questions to ask me. As we pondered my concerns, likes and dislikes we narrowed it down to exactly what I was looking for. Very grateful to Christopher for being tolerant, patient in my search. We were lucky we bought their last two of Eagle Creek Expanse Hauler at $110.00 each. He recommended we pack it to make sure it will accommodate our needs. As we did and love it we will not need to return it in 30 days. After I dismissed the need for wheels and hard cover I was sold. Thanks Christopher for having and finding my new travel companion.

Great variety of brands and styles, with personal, knowledgeable service.Artem was patient and kind…read moreand helped me weigh the differences between models at various price points. I wound up buying my first-ever clamshell case (Victorinox Airox Advanced), which I look forward to trying out. I ran out of time but appreciate the offer to have the integrated plate engraved, which is a nice touch and could make bag identification a little easier.

I wandered into Innovation Luggage today to just browse. I was very impressed with the presentation…read moreof sales associate Craig and the products in the store. I travel quite a bit and have rimowa luggage but I'm not crazy about the clamshell style. He showed me his Briggs and Riley luggage and demonstrated the features and explained the benefits. The lifetime warranty sounds like great value. He also showed me another Italian line of really nice super lightweight luggage. I highly recommend you checking them out in the Hillsdale mall, next to the Lego store

Some of the worst customer service I have ever experienced from Tumi and this store is a bad name…read moreon the brand. First off, I love Tumi and this store almost changed that until my local Tumi rep in Roseville saved it and made everything right. The manager here would not help me and told me to go back to the Outlet in Orlando Florida to get help. Don't waste your time or money at this Outlet, go to the Roseville (or any other) Tumi and Abby will treat you right.

Tumi luggage high class high quality -been using it for decades (even though it's two wheeler…read morebaggage. Just used it for two week stay in NYC upper east side. Fit right in...

Going out of business. Great prices, intelligent owner to help assess your options. The parking is…read moremetered around there, but not too hard to get.

This store is still amazing, and always hard to leave. It's been years, and I still feel the same…read moreway. They have something for the entire family! WHAT A GREAT PLACE TO SHOP!

I had a great experience this morning May 1, 2026. I had a return which was very nice and easy. I…read morealso bought a couple of gifts. The woman that helped me, I wish I could remember her name. She was so helpful. I will be back!

I bought over $3000 of merch but came back to return portfolio that didn't work out for my son…read more While I didn't have my receipt, I had the transaction number, the DL, and CC used to purchase the item (which is what you need when no receipt is present). Soraya refused to process the transaction in spite of hearing two other Tumi stores say that this is protocol and a return should be accepted. Worst customer service ! She needs training

Originally I wrote : Avoid this scam company at all cost! They make promises about how they stand…read moreby their luggage. How safe the locks are and how sturdy the luggage is. After ONE trip, the $800 suitcase suffers a HUGE dent, and a friend I was traveling with bought keys on Amazon that will open AWAY bags that are locked with dual combination locks. Brought the bag to the AWAY store in SF and they said this sizable dent is cosmetic and they won't repair it. Funny, not what they say when trying to sell you their overpriced tin cans. I'll make sure to pop my head in every time I walk by and tell the customers how they lie about repairing and covering their overpriced trinkets. Run away from AWAY! Two days later, Away corporate contacted me to remedy the situation. I commend them, but hope others aren't treated as dismissively as I was at their snooty SF flagship store.

Away was super trendy pre-pandemic and I can see why! The quality of the product speaks for itself…read morewith the 360-wheel, limited lifetime warranty, and smooth rolling, with it's plastic (or aluminum) case. The aluminum case suitcases are zipper-less, so it cannot expand (or be jam-packed). The plastic comes in a regular option and a bigger 'flex' option where you can add another inch to your packing (this saved me in Germany). The plastic case also comes in a lot of fun colors, including limited ones. This location is located on Hayes street with street parking. The staff here are friendly and helpful. I came in because after 3 years with my pink suitcase, somewhere, somehow, one of my wheels got dented. I emailed the team at Away and they said because I have an older model of their suitcase, they couldn't replace the wheel but I was covered under the limited lifetime warranty. I had a limited-edition color - petal (pink), and because it was no longer offered, I had the option to choose a new color. To be honest, I was happy about this because the pink got too dirty/scruffed. I brought my suitcase into the store, was helped by a staff member immediately and chose the coast blue color. She took my pink suitcase, as I bid farewell to it along with the travel adventure memories. The store has all the colors lined up on a top shelf, so you can see it closeby (but not within reach lol). It's nice that you can test the suitcases and check out the accessories it comes with. Due to the labor day sale, they had run out of my size in store but shipped it to my house within a few days.

This location has PERMANENTLY closed despite the review dated Feb 2026. I parked and rolled my…read moreluggage to their former site, and it is boarded up. The telephone is disconnected.

Given that Tumi is branded as offering premium, quality luggage, one would expect excellent…read morecustomer service to match. Tumi website claims to offer "world-class, after-sales customer service." My experience has been the absolute opposite of this. I was gifted a TTech backpack. Years passed before I started using it to commute to work. After several years of light use the shoulder straps started fraying. While it was still usable, I thought it better to address this earlier rather than later, as it'd only get worse. I took it to a store and was told I'd need to pay the cost of shipping to send it in as the pack was more than 5 years old. After sending the bag in, I received an email saying the bag couldn't be repaired. I was offered a $185 credit to get a replacement. I went to a store to see what their options were. All the bags that fit my laptop are priced $575-$675--on sale--for a nylon backpack. This means using my credit would require me to spend ~$400-500 for a replacement! My original backpack has a tasteful design, slim profile, and unique yet subdued color. Tumi's current pack designs have a chunky profile not suitable for those with an appreciation slim profiles. The Montana pack is the closest to something I'd use, yet it didn't make sense for me to spend ~$400 for a pack I didn't love--not to mention that it's not even leather. I contacted Tumi to have them return my original pack to me so I could use as-is. When I received my pack I was dismayed to see a repair had been attempted and grossly botched. Meaning the back was in worse condition than when I'd sent it in. See photo. I called Tumi customer service and waited ~40 min to speak to a live person. The first time I called in I had a similar wait time. (This makes one wonder if the long waits due to many frustrated customers). I explained the situation. After much back and forth, the rep said there was no record of a repair having been attempted on my pack. I responded that that didn't change the fact that a repair had been attempted and the pack was now unacceptable for me to use for work. I sent her a photo so she could see for herself. She repeated that there was no record of the bag being attempted to be repaired, and she'd offer me a $185 credit. I said I'd opted to forgo the credit before and to use the back w/ the fraying. But now the botched repair makes the pack unacceptable for professional use. Her so-called "solution" for me to spend $400 for a replacement was unacceptable. She continued to say the same thing she said before, that there was no record of the pack attempting to be repaired. I asked her if it is true that Tumi repairs will not be made if the bag has had a repair made at an out-of-network repair location. She said yes. I said that shows that I sent the back in without a repair being made, otherwise the bag would not have been accepted by Tumi in the first place. The fact that the repair Tumi attempted and botched wasn't recorded on my record had nothing to do with me--it indicated an internal Tumi problem that was not mine to address. Despite her acknowledging my bag wouldn't have been accepted by Tumi repair if one had already been attempted by an outside company, she again repeated the bag had no indication of a repair begin attempted by Tumi. SO FRUSTRATING!! Realizing she wasn't able to help me, I asked to speak to her supervisor. After being placed on hold for a lengthy time she said her supervisior would call me back in 24-48 hours. I responded I'd like to wait on the phone to avoid a repeat of the long wait to get thru to a live person if I wasn't able to take the call. The rep said this wasn't possible, as her supervisor had many other callbacks to make. (If my experience is typical, I understand why!). I left the call asking to be called back, asking for the reps name so I could write the company as well as write a public review here to let people know what they can expect from Tumi: spending a lot for a pack and receiving bottom-of-the-barrel customer service. Update after posting review: Tumi CS called me and I missed the call. I called back at the number left and got a vm saying "phones are temporarily closed...". :( Bottom line: Tumi used to offer replacement service on their products. They no longer do. Skip Tumi and go with a company that stands by their product. Note: this review does not pertain specifically to the Walnut Creek store, rather the company's horrid customer service.