In a world where customer service is diluted and consumer experience seems to be deprioritized,…read moreEagle Creek and their partners at Index Urban provided the best experience I could've asked for. I needed new wheels on my rolling bag and was on a short work trip to San Diego. When I called 2 days before I was planning to come in, the Urban Index employee was kind, accommodating and shared all the necessary information to set me up for success. Little did I know, that was just the beginning. Upon arrival, I was greeted promptly and the issue was identified. It took their staff SEVEN MINUTES to fix the wheels. SEVEN!! And at a point where I was tight on timing (I had to make multiple stops and hit a work meeting) it made all of the difference.

I landed in San Diego for a business trip to Carlsbad only to discover that the wheels on my…read moreluggage had broken. This was the second luggage failure in less than two months, following another suitcase that was badly dented. Frustrated, I decided it was time to invest in a quality piece of luggage that would last, but I had no idea where to start. After asking AI for recommendations, I was pointed to Index Urban, and the recommendation was spot on. Art and Michele went above and beyond to help me. They took the time to explain the pros and cons of different brands, listened patiently as I weighed my options, and even helped me unpack and repack my belongings into different suitcases to make sure everything would fit. What impressed me most was their knowledge, honesty, and genuine desire to help me find the right luggage for my travel needs--not just make a sale. They walked me through different usage scenarios and practical considerations that I would never have thought about on my own. I highly recommend Index Urban to anyone shopping for luggage, whether you're a seasoned traveler or have no idea where to begin. The customer service was exceptional, and the expertise was invaluable.

Stopped by after Happy hour at El Torito; needed a last minute Father's Day gift. This Burlington…read moreis huge! They have security at the entrance; very organized store and great customer service. Surprised it wasn't busy for a Friday. Great prices for clothes, shoes etc. a lot of parking spaces.

First you are treated like a criminal on the way in. The stop you and video you in case you steal…read more What the actual what is this? So much for a relaxing time shopping. The store is a disaster. Messy. Unkempt and No staff at all to be seen. On check -out 100% for real- it was 27 minutes on line. They had not less than 15 people in line all the times and only one tragically overworked cashier. He did what he could be he was in overwhelm. It would help a great deal if the manager came out and simply told the people in line they were two people short today and they were doing the best they could. They didn't care about out us at all. Three people in line left and simply dropped their would be purchases on the floor. I chose not to do that as the pair of shoes I had was the exact thing a friend wanted and they were perfect. So I waited like a cow with the rest of the in-cared for cattle. This place has gotten worse and worse over time and I just am not sure it is worth my time to be treated rudely on the way in and then to not be cared about on the way out. Just terrible.

Their web site clearly states: "STM offers a product lifetime warranty for bags, specifically any…read moreproduct that is sewn and designed to carry and hold multiple device types, to the original purchaser that our bags are free from defect in materials and workmanship. If, after inspection, we find that the product is defective, we will repair or replace it without charge." But they do not honour this warranty. I was taking a trip, and disaster struck: the seam to the zipper came apart. Well, I figured, for sure the warranty would cover something like this - but no, after demanding the original receipt in my name, which I had, they told me they will not honour the warranty. "Unfortunately, your bag does not qualify for a warranty replacement. Manufacturer's Defects are defects that happen in workmanship during the assembly process. Our warranty does NOT include the natural breakdowns that occurs from wear & tear or time." So what use is their "lifetime warranty"? I only used the backpack a few times, I never damaged or abused it, and certainly if it's a functioning backpack the seam should not come apart. If I had purchased a cheap backpack from Walmart, the seam would not have come apart like this. Do not trust this company.

My initial problem had been that my replacement sleeve hadn't been the original size to fit my…read morecargo bag. Then it became my frustration over contacting customer service. Then my answer came via Adam. Every company that prides themselves on customer service needs an Adam. He was courteous and helpful. Adam initiated an email that expressed is concerns with wel... my concerns. We sent emails back and forth and resolved my issues. THANKS STM!

long line only one cashier , to slow. Sometimes you need to return some purchases but it takes to…read morelong time.

I just left doing my last-minute Christmas shopping and I was at the register with a very rude girl…read morenamed Dina. I asked if she could please put paper in my mug and she seemed to have an attitude and snicker to the lady next to her. Totally understand being overwhelmed with work, but just being rude to customers who are very sweet and ask politely is just uncalled for I suggest she gets a new job if she doesn't like the one she has merry Christmas.