Incredibly knowledgable staff, very helpful, honest, and no-nonsense. They could answer any…read morequestion I had (and there were many) about the suitcases I was considering, were familiar with the warranties for all of them, some insights on warranty service, and objective. Even though I was interested in a more expensive model, they explained the advantages of a less costly one and helped me compare them. Not to mention, the saleswoman I worked with has the most fabulous dry sense of humor. I'd go into the store again just to visit her! And her input on my selection process and ultimate choice was spot-on. There's nothing like going into an independently owned brick-and-mortar store, having real customer service, with a live human, and leaving with what you need.

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

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

Well stocked store, lots of variety of bags and different shades within that variety available,…read morewell located, has lots of parking available right outside the store. They close for a few hours during the day, so check their store hours if you want to visit.

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.

Sales lady who was working on January 18th was very kind and helpful with sending my suitcase out…read morefor repair. Samsonite has an awesome warranty.

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

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

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'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.

Ridiculously terse and unhelpful phone response. This store seems to have no clue about the value…read moreof customer service in building a viable business. I recommend avoiding this store and going to Main Luggage in SF or to the Briggs & Reilly brand store in Danville instead.