I want to give a huge shout out to this toy store, and the folks who work there for an exceptional…read morecustomer experience. On Thursday I was flying back from Phoenix, Arizona. The Uber driver pulled a little too hard on the handle of my carry on and this dislodged it and broke the handle. I wasn't happy. I purchased all my Tumi accessories from this location due to previous service from Wendy and the team. I called them explaining what it happened. I spoke to a lady called Eileen. Eileen asked me to send her some details on the bag with some photos and the barcode to the bottom. She called me back and said they had the handle part at the store. I let her know I was still in Phoenix and flying back to LA and I wouldn't get there till after 6 o'clock. Once I arrived I made my way to the Americana. I was greeted by Diana and Ren. They knew I was coming and they had the part ready. Diana did a great job in replacing the part while Ren were looking at new updates to the Tumi collection. I had a great time at the store and the customer service was outstanding. This is the first time I've had damage however given this experience and how quickly the team were able to get me back on my way, I now know why Tumi is a great brand. I wanted to give a shout out to this wonderful team, Wendy wasn't there, but this just goes to show how she's built a great team and culture at the store to ensure the Customer Services is always at the Centrepoint. Thank you to the team at the Tumi store in the Americana Glendale. I travel again next week and will have my bag thanks to your quick help and support!

Preparing for a big trip we realized we needed another piece of luggage. Nothing better than Tumi,…read moreso off we went to the Glendale store. Upon arrival we were greeted by Eileen, she was welcoming, so very helpful and friendly. One thing we enjoy is getting our luggage monogrammed and on this day the machine wasn't working. Eileen suggested we can come back to pick up the luggage when the machine was fixed and that's what we did. She called us in a few short hours and said our luggage was ready for pick up. We arrived to the valet area and she brought it out to our car. That's true customer service and we truly appreciated all her time and effort. Eileen set a great example for the company and it's another reason we will return time after time. They say you get what you pay for, and here at Tumi, you will get the best!

I was hustling through the Minneapolis airport headed to my gate when my bag began to wobble. The…read morewobble got wilder and I look down in time to see the wheels roll right off my bag. I stood for a moment in disbelief. "This would be hilarious" I thought, "if it was happening to someone else!" Back home I swung by Vic's on Soledad. He couldn't fix it and said that no one else in Santa Clarita would be able to either. Well, he was right. But Gene isn't in Santa Clarita. Gene was confident and enthusiastic and once I sent him a photo he said he could fix it without too much trouble. It took him a while to get it done but I had another bag to use in the mean time so that wasn't an issue. Once my bag was fixed he even drove it up to my place and dropped it off! Repair a bag that others said was doomed and deliver it to me? All for $35??? That's a steal.

I bought a Ricardo spinner luggage from Costco 2 years ago and after several domestic and…read moreinternational trips, a wheel broke. I went to Ricardo website, claimed for warranty and got an email from Ricardo giving Gene's Luggage as their authorized service provider near my area. I phoned Gene and he was very friendly and accommodating. We agreed that I email him first pictures of the luggage, tag inside and the broken wheel to check if the luggage is still under warranty which turned out to be still under warranty. Gene ordered the wheel from Ricardo and when it came in I got a call from him. I brought in the luggage and he repaired it in less than 10 minutes. It was a seamless warranty claim and repair. The best part it was FREE!!! Thank you Gene!

I had an amazing experience at this store today! Both Lexy and Tara helped me to get the perfect…read morebag and were very helpful with showing me all of the options. Lexy had such great energy and made me feel heard throughout the entire process. If you are wanting to see the bags in person with excellent customer service, this is the store for you!

Super efficient, seamless experience. I came in with my mom…read moreand was greeted by Alexis. Right away she showed me some options for my upcoming trip. I really love their color selection. I ended up leaving with the trunk in black and a custom tag. All their designs are sleek and intentionally designed. Alexis thank you for helping me with my purchase you are amazing! There's a lifetime warranty which makes the price so worth it.

If you are look for good quality luggage for travel this is the place to go. Very friendly and and…read morereasonable prices on backpacks and luggage.

DO NOT GO HERE!! This place is trash! The quality of the luggage is cheap and if it breaks, he will…read moreblame the airport. Mine broke before I even got to the airport

I had a very disappointing customer service experience at Marshalls on June 9, 2026…read more I purchased an item on May 9, 2026, and returned it today, exactly 30 days later. During the return process, the cashier, Margaret, informed me that my refund could only be issued on a gift card rather than being returned to my original payment method. When I asked why, her response was, "I don't know, it didn't give me an option to return it to your card," while turning the screen toward me. She then suggested that "maybe it's because you bought it from Pasadena." Excuse me--what? As someone who worked in retail for over 12 years, I have never heard of a policy where an item purchased at another store location automatically prevents a refund from being returned to the original payment method. The explanation made no sense and felt like she was simply making up reasons rather than providing an accurate answer. I then asked whether a manager could override the transaction. Margaret told me there was no option to do so. However, when I requested to speak with a manager, she contacted someone over the walkie-talkie, provided my receipt information, and suddenly my refund was able to be processed back to my original payment method. How convenient. What made this experience particularly frustrating was not the initial issue itself, but the inconsistent information and lack of transparency. If there was a legitimate reason for the problem, I would have understood. Instead, I was given multiple explanations that appeared inaccurate, followed by a quick resolution once management became involved. I also noticed that Margaret seemed extremely stressed and preoccupied with break or clock-out timing. I understand retail can be demanding, and I generally give retail employees the benefit of the doubt because I've spent many years working in customer service myself. However, customers should not be given misleading information simply because a situation is inconvenient or because an employee is trying to end a transaction quickly. I rarely submit complaints because I know how challenging retail work can be. However, this interaction was unnecessarily frustrating and could have been avoided with honest communication and better customer service.

It's not like we need anything more for our house but it's sure fun to browse through this store…read more The shelves were full of everything under the sun but we had our eyes on all the cool Halloween decorations that were available. My daughter ended up buying many glass cups that were marked down really low almost giving them away.

Every time I see a luggage store I have to go in and browse to see what aluminum luggage they have…read moreto offer. This store had three different aluminum luggage brand companies bags on their shelves. The prices on aluminum luggage is super pricey now, I am glad I bought my Zero Halliburton luggage years ago when it was a bit lower in price.

The man working today was very rude and was 0 help. He could not answer any of my questions…read more I got so frustrated I went over to Nordstroms and bought a carry on there Would not recommend going here

We booked a two week celebratory trip to Japan, for our son's graduation. Normally I don't use a…read moretravel agent, who needs that when I can book thru Expedia? Honestly, this was the best trip ever! Granted we gave Michelle a healthy budget, but honesty, my son will only graduate once from high school, and our pride is abundant. Michelle Keith planned tours, hotels and transportation... which made vacation just that, a vacation, a break from planning our trip myself. We had awesome guides that spoke English and taught us how to navigate the mean subways of Tokyo and Osaka. We had fun sumo show and onsen hotel, with a private onsen (hot tub) taking into account the tattoos which are prohibited by the Japanese ppl- we should have stayed in longer. We had a pirate ship tour of lake Ashi, and gondola ride to the sulfur mountain (smell wasn't nice) view was amazing! We saw shibuya crossing and Harajuku- went to Ginza and Shinjuku- ate inexpensive Wagyu which was so good!!! Sushi, ramen, tonkatsu. Sardines (my son did this- the eyes creeped me out). Hotels are Japanese size (small) so if you have three grown ppl, consider two rooms. As much as I love my son and husband, we needed space from each other. We had the best time and will definitely be booking our next excursion to Europe with Michelle. Michelle suggested other excursions and places, and also days of rest. We averaged about 7 miles of walking a day, so make sure to bring your comfy shoes and hit the road to beauty, and clean everything (subs, streets, and hotels). Kampai!! (Cheers!)

If I could change the rating it would be a 10 Star rating!…read moreWe contacted Susannah Tomlin regarding taking a cruise on Viking from Rome for 7 days. After the cruise, We wanted to rent a car and drive through Italy, see Pompeii, drive to Barcelona, Milan, Florence and Tuscany and Valencia Spain. In addition we asked her to book a gondola ride in Venice and we wanted cooking classes in various Italian locales and in Spain. We learned how to make Paella in Valencia at a country retreat outside of Valencia. The hotel accommodations were outstanding, each place we visited had breakfasts included in our hotel stays. In Madrid there was a change in our travel dates that the hotel did receive. We contacted Susannah by message on the mobile application Viator. She took care of the change in hotels immediately and sent us confirmation on the hotel reservation. She found a gorgeous villa in Tuscany where we had outstanding sunsets from our second story spacious living room, bedroom with a huge bathroom suite!! We went on a truffle hunt, learned how to make stuffed raviolis and we were treated like royalty at every hotel we stayed. Susannah did an Exceptional job coordinating our trip, from airfare from Los Angeles to Rome, to Milan to Barcelona. The pickup of our rental car at both locations was seamless! Driving to each of the hotels in Europe and trying to find parking for our car was not necessary. She picked hotels that had parking garages that the porters took the car and parked it until we left. We highly recommend Susannah Tomlin, she is taking care of our next trip in May 2025! She is an outstanding travel agent!!