Great selection. Very knowledgeable staff. Much better than ordering online…read more Got just what I needed.

Lovely people and store! I had a problem with a bag and they were most kind dealing with it.read more

Personal service by an extremely knowledgeable sales lady. Large selection and price range.read more

I came in browsing for a good buy and good functional lightweight luggages. I wasn't expecting to…read morebuy new luggages, but the salesperson was so attentive to my needs and matched me perfectly to a set! It didn't break the bank and I'm super excited to travel with new and improved lightweight luggages, which are normally super expensive.

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.

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!

Best Customer Service Ever!!!…read more I misplaced one of the straps to my K.Rae Fashion Tote and contacted customer service hoping I could order a replacement strap. Often items like this are purchased overseas and getting a replacement part is impossible. Not only was it possible with Pacific Outfitters they shipped it to me free of charge! They responded quickly to my email and also the shipment of my replacement strap. Wish there were more merchants as easy to deal with and as customer service orientated as this company!!!

Customer Service non plus ultra! My son was at San Francisco Int'l Airport and needed a luggage…read morestrap but didn't have any way to pay for one (long story). I called their store to ask what could be done. The sales representative and the E-Commerce Director came up with a great solution: I could order the article via phone (from Germany), pay with my credit card, and the sales rep -- can you believe it? -- would walk it out to the other side of the security check to meet my son and hand him the luggage strap with which he could then safely check his baggage at the airline counter. For their helpfulness and positive attitude I give them 5 stars!

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.

Helpful service - greeted at the door albeit a bit abruptly. Lots of inventory to choose from with…read morea few sales worth snagging.

I came here to drop off my Gregory backpack to ship off for repair (apparently Samsonite is the…read moreparent company of Gregory and the instructions from Gregory customer service was to drop it off at a Samsonite store near me) and the process was mostly smooth. The lady who helped me seemed confused at my request at first, but after going to the back for a while, she understood my request and helped me out with the rest of the steps and I was able to successfully drop off my backpack. Otherwise, the store looked nice, clean, and quiet!

We have been coming to this store at Hillsdale Mall for over a decade. Although the store has…read morerelocated within the mall three times, it has retained the same store manager and consistently delivers friendly, honest customer service. That's what has made it our family's go-to luggage store. We are loyal Tumi fans when it comes to luggage, and I've also found that this store consistently offers very competitive pricing.

Great service. They shipped in a piece of luggage I wanted at no extra charge…read more Tony was our salesman and was extremely kind and helpful.

Located in the mall, so I wasn't expecting too much here... however I was pleasantly surprised with…read moretheir collection of bags! I ended up purchasing a hot red set of three luggage set. The customer service was very good and they gave me a discount. The guy behind the counter offered to hold onto my purchase until I had finished shopping in the mall instead of me having to lug it around with me - I thought that was really cool.

Seriously? I went to return one item that was in the original packing, never opened, no tags…read moreremoved and they wouldn't take it back because I had no receipt? I used a Visa! Every store takes things back if you use a card. They also oversell you on things you really don't need. I noticed that right away and should've walked when I experienced the hard sell. I wouldn't believe anything these people say. I will NEVER go back to this store. There are plenty of other luggage stores you can purchase from. Plus, there is always Amazon. It's stores like this that push customers toward online shopping.

I don't usually leave or even look at reviews for retail stores (just food and services) but god…read moredamn I had to on this one. For being in such an upscale mall, the lack of help in store should be an SNL skit. The worker (long haired guy) stood there like a mannequin. No eye contact or even a hello let alone asked if we needed help. Dude is either the owner or the owner has no fvckin clue. Hell maybe they're just laundering money out of this place and don't care

I'm not sure what is going on with the other reviews but I had quite the opposite. I had a last…read moreminute work trip come up and needed luggage. I came in close to closing and was helped by the gentlemen there. He knew a ton about Briggs and Riley and I walked out with my luggage at a good price! I just got back from the trip and the thing is holding up amazingly. Would recommend this shop if you need help finding the right thing.