In a world where customer service is diluted and consumer experience seems to be deprioritized, Eagle 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. read more

I landed in San Diego for a business trip to Carlsbad only to discover that the wheels on my luggage 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. read more

I was in San Diego for vacation and my Eagle Creek wheel on my bag fell apart. I saw online they were an authroized repair shop for Eagle Creek. I called and they said bring it in and they would do their best to repair in 24 hours. I went right in, they looked at the bag and said they could fix it right then. 15 minutes I was on my way. Fantastic and friendly service. While I was waiting I enjoyed looking at their various luggage and day bag options. Lots of nice quality items. What a gem of a shop. read more

My hard shell suitcase came off the baggage carousel with a broken handle in Tijuana after returning from Puerto Vallarta. I took it to Index Urban and was referred to "the guy with black hair" in the workshop at the back of the building. He took a look at my suitcase and diagnosed it as a simple fix, made the repair in about two minutes and charged me nothing! This kind of customer service and care is nearly extinct in our society. Kudos to Index Urban! Also they have parking, a rarity in Hillcrest! read more

I brought a bag strap for my brief case here to be fixed....back in July! LOL! I totally forgot all about it until I found the receipt! LOL! I stopped by to inquire, and the worker went to the back. After a few minutes, they found the strap which was behind some other work. They never saw it! The repairman told me it would be about 10 minutes, and he fixed the other side too just to be on the safe side. I bought the briefcase from the same location when it was John's 5th Ave Luggage. From what I understand, the son has taken over and is doing a great job! I bought a Briggs and Riley suitcase from here about 15 years ago and it's still in great shape! I also bought a B&R backpack when I transitioned to an adult and gave up my Jantzen....LOL! They have some new styles that I might have to come back and take a closer look at. Solid store for your travel needs and repairs! read more

Index Urban - Great store layout! - Luggage Near Me - San Diego, California

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I've brought two bags to Index Urban for custom work now, and every time they've delivered top-notch results. Most recently, Sal modified my ALPAKA Go Sling Mini V2, adjusting the strap to my specs so the loop is self-contained and upgrading the buckle from ALPAKA's Maglockz to a FIDLOCK, which I much prefer. The work was flawless. Pricing was very reasonable, and when I came back later for a small adjustment, Sal only charged a minimal fee. Sal and the whole crew are awesome -- friendly, professional, and seriously talented. If you need any kind of bag alteration, repair, or custom work, this is the place to go. Sal's a magician! read more

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Guys. I can't rave about this place more. We came upon this place via happenstance while walking through the neighborhood. First of all the service is absolutely insane. We came here three different times (we wanted to do our research and look at different things) and were helped by three different people every time. Each one was tremendously helpful, answered all of our questions, and didn't upsell us at all. In fact they encouraged us to look and feel and see everything (and do our research!) and let us know they'd be here when we were ready. Special shout out to Jason and Mike who helped us this most recent time when we bought our luggage. One of the best parts about this place is they fix your luggage as well. When you invest in something as pricey as good luggage this really helped sell the items. We can have them fixed at any point at this location. The selection is vast and top tier. All in all HIGHLY recommend. There are a few spots out front so no problem with parking! read more

Amazing luggage store with great customer service. They are super helpful and knowledgeable about the different bags. They have a great selection including Samsonite, Briggs and Riley, Thule, eagle creek and Brics. They have a bunch of stuff in store so you don't have to wait for an order. They can help you repair a bag if you need a bag fix. I bought my briggs and riley from them. They honor the Briggs and riley trade in year round (B&R only offers trade in one month a year). If you need a bag check out this store. read more

Index Urban - Luggage Near Me - San Diego, California

I had the most incredible experience - and it was all just happenstance. I parked in the lot next to Index Urban and walked to my appointment a block away. When returning to my car, I saw this store and didn't know what it was - a travel agency (do they still have those?!), a travel store, an urban goods boutique? To my surprise, it was a luggage specialty shop that was selling individual pieces and collections at reasonable prices. I walked in thinking I would just browse but the prices and service were too good to pass up. (I need to see and test out the luggage - not purchase something online.) I purchased three pieces from Briggs & Riley (I never heard of them either!). They are smartly designed to fit all kinds of items, with pockets and hiding spots. The large piece (too big to be a carry-on item) was a breeze to roll on its four wheels and had nice orange stitching on its black base color. I love the suit carrier that fits nicely inside the large luggage, and the carry-on computer bag has a sleeve on one side that slides on the handle of the large piece for easy travel (until you check in your large bag). The fine people at Index Urban threw in two free, custom-made luggage tags (I added my initials and the Lion Rampant icon, a symbol for Scotland, my destination this summer). The tags were embossed and added to my bags within minutes. Oh, did I mention Briggs & Riley has a lifetime guarantee on its products? If any bag is ever broken or damaged, B&R will repair it free - no proof of purchase, no questions asked. Every bag comes with a unique QR code so that materials can be matched exactly should it be necessary. What a great experience! What a shop! What a find! (No, I have not been drinking ... and no I have not been paid to promote the luggage or Urban Index.) read more

Sal came to the rescue! I was looking for a hardware for my Rimowa's bag handle for the past 2 weeks and couldnt find anything in Las Vegas. Glad i brought the broken hardware with me on a trip to San Diego and found this place. Thank you for having the replacement available! :) read more

Index Urban - Old vs new part - Luggage Near Me - San Diego, California

The VERY BEST travel and luggage shop I've ever been to. I echo the positive comments of other reviewers concerning the superb customer service and value. Index Urban is a hidden gem --- with their own parking lot --- and a vast selection of luggage including spinners, roller boards, totes and backpacks in multiple sizes and colors by various companies. But their selection and, as others have pointed out, their lifetime warranty and onsite repair of Briggs and Riley products, is unmatched in all of San Diego county. My wife and I spent a couple of hours one afternoon with Andrea who was extremely knowledgeable about all Briggs and Riley products. She answered all of our questions and we ended up buying 6 pieces of Briggs and Riley luggage. Custom luggage tags, with so many options, were a bigger decision than the actual bags themselves! The store is very clean and well-staffed with a repair/creative luggage tag section in the back, so if you ever need a repair, it can be done on premises. Whatever your travel needs, or even if you're just browsing and dreaming of your next getaway, do yourself a favor and drop by Index Urban. Disclaimer: I do not work for Index Urban, nor was I paid or solicited to write this review. read more

Replaced the rollers on my Samsonite suitcase. Friendly and knowledgeable staff. Excellent workmanship. Great price. Excellent selection of new luggage and travel accessories. Great store! read more

I was in a bind and clearly panicked about how I was going to travel home with my Briggs & Riley carry-on that no longer had a functioning zipper! I found Index Urban online, and from the first phone call all the way until I left their store, I was met with a high level of professionalism and compassion. My needs were met and my issues quickly sent off to be resolved! Both the owner and the sales associate that assisted me eased my worries and sent me home happy! read more

They replaced my missing zipper on my Ricardo suitcase within about an hour at a reasonable price. Very friendly staff and a great selection of all things travel. Would definitely recommend! read more

Sal did a fantastic job fixing my 20 year old Briggs and Riley 2 wheel carry on bag. It looks and works great. He FedEx 'd the bag to me saving me a 2 hour drive back to San Diego. Outstanding customer service! read more

We found Index Urban through a recommendation. Their assessment was correct - it is a great place. Jessica took care of us and she was kind, helpful and went above and beyond. She spent quite a while with us as we were looking for something specific. They have a tremendous selection of high quality luggage, especially Briggs & Riley. They are expensive but they back their products. Another huge added value is that they have their own parking lot. When parking is as limited as it is in Hillcrest, this is a wonderful thing. read more

I went here to look at a replacement carry on bag. I can say with complete honesty that I was impressed by helpfulness and knowledge. I also found other items that I did not intend to shop for. Although I did not purchase anything, I will go back to buy. read more

Terrific selection of suitcases, handbags, and other travel necessities. But what makes Index Urban stand out is the customer service. Their folks really know their merchandise -- and take the time to understand what their clients need and want. Great repair service, too. I came in to buy a new suitcase. The person who helped me could have sold me a $600-800 suitcase (I love luggage!). Instead he honestly revealed that my well travelled Eagle Creek bag had a lifetime warranty. I had it fixed for free. Can't wait til the new wheels wear out so I can buy an upgrade from them. Highly recommended. read more

All the staff here was very friendly, welcoming and knowledgeable about all suitcases and travel needs. I had an Issue with the locking mechanism of an older model Samsonite suitcase but Sal tried his best and was able to reset and fix the code back to where it could open and close. Highly recommend this business. Cheers! read more

Index Urban - Samsonite Suitcase Lock Repair - Luggage Near Me - San Diego, California

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Max was extremely helpful as well as insanely knowledgeable and patient introducing us to our new favorite brand, Peak Design! read more

Index Urban - Peak Design 20L Everyday Tote Pack w/ custom luggage label - Luggage Near Me - San Diego, California

This store is amazing. It has every kind of bag you might need for travel and lots more that you'll want - the selection is phenomenal. They even have Hammitt! Jason was extremely helpful and provided the best customer service. Cassidy was great too! And I love that do repairs on luggage too! I think this is my new favorite store! read more

Index Urban is an authorized Bric's repair shop. I inquired with Sal about whether a broken snap closure on my Bric's bag would be covered under my warranty. He communicated with Bric's and was able to get me a new bag under warranty. The customer service was excellent! If I lived locally, this would definitely be my go-to luggage repair shop. read more

I have had to take my Briggs & Riley bag here twice. The first time, the bag (a medium Sympatico) was not repairable and I had to go through B&R directly to get it replaced. As it turns out B&R only offered me $300 towards the purchase of a new bag. We went back and forth and they finally said they could give me a bag from their extra inventory. Just a heads up if you're thinking the B&R lifetime warranty covers everything. But that's not the reason for the 3 stars... The second time I brought my bag to them was because my bag lost two wheels. I took the bag to this store and they ended up replacing the two wheels on the spot. I took the bag on my next trip and the two wheels that they replaced fell off after the first flight to Paris. I had to deal with this for the rest of my trip, which had additional stops in India, Japan and the US. As it turns out, they did not put the correct wheels on my bag. I had to take the bag back into the store for another repair. I don't live near the store, so it's a 40 minute drive down there and 40 back. They caused me quite a bit of inconvenience because of their negligent repair work. read more

Excellent selection of high quality bags and travel gear. They have their own parking lot which makes it easy to shop there despite Hillcrest being impossible to park in. read more

I've been nervous about visiting this shop, but my experience was perfect. Maria and Jordan were charmingly kind. Great service, fantastic selection, and a real personal heartfelt transaction. I must return to buy a painting. The lovely humming artwork decorating the place is by Jordan and is a treat well beyond the merchandise that is the stated focus. Thank you for treating my mother and me so well! read more

I Brought a motorcycle backpack to fix the Zipper Sal did an excellent Job repairing it for me I Highly recommend this store to anyone I received exceptional customer service from Sal he got it repaired in one day Knowing I needed it. everyone is so Nice and very helpful. thank you from a very happy customer !!! read more

Much appreciated the assistance and seriously fast response time from Jordan and Jason. My luggage handle snapped at the airport and I had to replace. They even brought it to my hotel. Love my new bag. thanks! read more

I spent months researching backpacks online and narrowed my options to five packs, but I just couldn't commit without inspecting the bags in person. That's when I found Index Urban by Googling "best luggage store in San Diego". This description couldn't be more fitting. Upon entering the store I was immediately greeted by the staff who asked me about my carrying needs. Without telling them, the team recommended 3 of the 5 bags I was considering. When I had questions, Massimo was called over to walk me through the details of each product. After a brief conversation, he asked if I had considered Peak Design bags, and though I was aware of the brand... I hadn't. The store was busy but he took more than thirty minutes to walk me through every detail of the Peak Design 30L Everyday Pack. This goes to show that all of the research, online reviews, and YouTube vids about the product can't compare to the in-store experience one receives when dealing with a knowledgeable staff who care about their customer's needs even when you leave the store. If you're looking for high quality luggage and have questions about the investment, then this is your store. read more

Great stuff! Its higher priced but there are quality items mix of everything. Way in back rite before heading to work area theres a nice clearcne area im thinking about going back and looking for a rain jacket on clearnce had some great brands but this was 2 weeks ago so hope theres something there still in that need read more

These guys are awesome!! I have a Briggs & Riley suitcase. One of the wheels was jammed. I travel weekly so I really needed a fix. They were so nice. They fixed my bag on the spot @ no charge. Also they have some nice merchandise & parking.:) read more

64 reviews 5 stars still? Too good to be true? Nope, it's true! Jordan and John are awesome (and I presume the other staff too whom I haven't met). Everything in the store is preselected carefully before it's stocked, because they're all of good quality, functionality and attractiveness! You really want to touch and explore all the items and buy the whole store...!! Their prices are actually competitive too and that's why you see a lot of customers come in. I came in here because they're the store I found on the Delsey website for authorized luggage repair center. I saw another one closer to me in north county, but after looking up their Yelp reviews I shied away but came to Index Urban instead. At first I thought oh man in Hillcrest? It might be one of those urban hip fancy stores and I won't be able to afford anything there. The repair must be super expensive, but I need this suitcase fixed. Jordan was so helpful. He said my wheels only needed cleaning and the price was very reasonable. I brought in my suitcase and found a crack too. He said he'd try to take care of it for me too! Long story short, it wasn't repairable but he was able to get me a replacement and even for a newer model too (because mine was too old)!! I went to pick up my suitcase today and saw John today instead. He customized a pair of luggage tags for me to gift to a newly wedded couple. His work was wonderful and quick, maybe only 10-15 mins! I'm sure they will love them for their honeymoon and other travels! The luggage tags including customization with a wide variety of colors and stamps only cost $11.99 each. Great gifts definitely! I can't say enough good things about them. I'm happy with my experience all the way, one phone call and twice at the shop. I'm so glad there's a store like this in San Diego. read more

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I can see why this locally owned store gets such good reviews. Frantically searching yelp reviews for places that emboss leather proved that there is not much competition in San Diego. When I called to see if they could engrave a leather portfolio he said he would need to see it first but that they usually only engrave products purchased in the store. Since he told me to swing by anyway, I decided to take him up on the offer. When he saw the portfolio we had purchased on Amazon he explained why it wouldn't work. He then showed me the portfolios in the store...none of which had a zipper that we wanted. However, this was a gift for a graduating college student who happens to be an avid baseball fan and when I saw the baseball themed portfolio, it was kind of obvious that I should ditch the zippered portfolio plan. The other stores quoted a minimum of $25 to emboss and since this was free I really look at the price as being $75...not bad. Plus, the store has tons of neat travel ideas...who knew you could buy a bag that inflates with air to pack your wine bottles in and not rely on rolling it in your clothes? I will definitely be returning to get great stocking stuffer items for all my travelling family & friends. Also they have a dedicated parking lot in front of the store so you don't have to worry about finding metered parking. read more

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My entire experience ordering from Jon was amazing. This was my first time ordering from his store. The tags are made of high quality leather, and the stitching seems it will last for many years to come. In my opinion, I think the tags add a classy touch to any luggage piece because of the high quality materials and workmanship that go into making them. I bought the "Mr. and Mrs." luggage tag set as a gift. I ordered the Mr. tag in blue and silver and the Mrs. tag in pink and silver along with a second one in purple and silver. The foil embossing is beautiful, and there is a large variety of color combinations to choose and customize from. I chose Jon's tags over other Etsy sellers because his use of two-tone foil combinations was so unique and stunning, I couldn't resist. While I was trying to decide which colors to choose, Jon recommended combining a darker foil color with a lighter foil color for a better contrast to really create the unique, signature two-tone effect. USPS had major delays with shipping my original package, and Jon was super accommodating in overnight shipping the tags to me just so I could receive them in time for my event. I also ordered a customized luggage tag for myself. Originally, I was unsure of which colors to choose because I could not find swatches of some of the colors I was considering, like lavender, in other reviews and photos at the time. However, I decided to just go for it and choose my favorite colors because many of the tags in other reviews turned out great when other customers had combined different colors. I ordered the Moon and Stars luggage tag in lavender, purple, and teal. Upon receiving my package and opening it, I was blown away by how beautiful my tag looked. It was perfect, and I just could not stop looking at it. I cannot wait to begin using my tag on my future travels, as it will add a unique, elegant touch to my luggage bag. Overall, Jon's customer service went above and beyond, and he truly made me feel like a valued customer. He was very quick to respond over both email and phone. Jon also checked in on me and updated me often once we realized there was a delivery issue on USPS's end, and we were able to resolve the issue quickly. I definitely recommend Jon's luggage tags for their high quality, large variety of customization options, and his superb customer service. From my experience ordering this time, I could tell that Jon genuinely cares about his customers, and him taking the few extra steps to ensure that I am happy with my order (actually, I was super impressed) really earns him a five-star rating in my book. For anyone looking for travel essentials, Jon will not disappoint! read more

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Luggage repair: fully satisfied! Good price (definitely check in on Yelp for 10% off) and excellent timeline for the finished product. Luggage: tons of options and knowledgeable staff to help with your decision. Nothing but praise. read more

Excellent repairs, professional, prompt and reliable. I would go to them any time! They also have a great collection of luggage pieces read more

Fantastic customer service! Great place to shop for travel supplies, highly recommended.

I really like this store. The service I received was top notch. He answered all my questions and helped me find a bag that I needed last minute that fit my needs. Would definitely shop there again. read more

This is the second time I've been here for a repair on my luggage. Today they were able to get me in and out without even leaving my luggage. Talk about awesome service! I'm traveling soon and now don't have to borrow someone's luggage while mine is being repaired. I was able to browse their store while waiting and they have such a nicely curated selection. I definitely plan on coming back for any future luggage or travel gear purchases. Thanks Index Urban! read more

Great old school- that's courteous, knowledgeable service - luggage store. Big bonus is actual, expert onsite repairs. A community asset well worthy of support. read more

If you need to repair your lugagge look no further! You have found a great place in Hillcrest! The plastic of one of the wheels of my carry on peeled off and it was not rolling well. I emailed Index Urban a photo and they didn't quote me a price but told me to bring it to their store and that it would be ready in a couple of days. To my surprise they are open on Sundays so I went today. They have 7 spots for parking only for their store so no worries about parking. A young handsome guy assisted me and I told him I am traveling to Las Vegas next week. He told me he was going to see if he had a wheel and then he could replace it on the spot. Luckily he had one and after a short wait my beautiful new Delsey carry on had a new wheel! I am so happy about my experience at Urban Index and I recommend to anyone to go there to Fix lugagge. He saved me a trip to Hillcrest. The price was $22 and $20 if you pay cash. I did the check-in in Yelp and with that I got a 10% discount. Really, if you need a repair for your suitcase don't even think about going anywhere else. I think if you bring it here you will be very pleased. They are polite, friendly, they really want to help you and in my case they were super fast! They also have beautiful suitcases there to buy if you need one. read more

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