Not sure why there are a bunch of disgruntled reviews about this place. Visited store at about 5:30pm on a Thursday and Martin opened the door for me with a cordial greeting. I asked about the cabin original and the classic. He showed both models and explained the differences. After I decided on the original, Martin proceeded to bring a brand new unit in titanium. Super classy looking, but he then told me they had a new "anodized-looking" almost gunmetal blue for 2026 that sold out in the large size very quickly upon launch. He brought out the new blue and the titanium so that I could compare both side-by-side. Blue won and it was the last unit available anywhere. He displayed the custom initial imprint sample colors for the luggage tag and had it imprinted in less than 5 minutes. Martin processed the Global Blue tax refund application, put the documents in an envelope and packaged everything in a giant white Rimowa bag with instructions that the unit needed to be pristine for inspection at the Germany Tax inspection booth located at Frankfurt airport. Took my giant new bag, said thanks and headed back to the hotel. Excellent CX, 100% textbook of how customer service should be conducted. read more