Kudos to Morgan for giving us all his time and attention in processing the repair request for my…read morewife's Rimowa polycarbonate luggage. It was damaged during a short trip coming back from Vegas. We didn't want to spend the money shipping it one way to get it repaired so we came to the city on a beautiful Saturday morning. Morgan was the first to greet us with a smile and welcome us to the store. He was patient and explained the entire procedure from what type of repairs the luggage would undertake and also how long the lead time of the repairs. 4-6 weeks was the backlog but my wife was no rush in getting the luggage back as she has some others she could use in the time being. The entire process probably took 30 minutes but we enjoyed our time in the store looking at other items and also having a friendly chat with Morgan. If you're in town and need to bring in your luggage in for repairs, Morgan is who you want to see.

This is the only RIMOWA store in the Bay Area. Service is EXCELLENT here!…read more A shout out to Jose, who assisted me with my luggage pair today. Jose is professional, helpful, and very knowledgeable. Overall very impressed with this store. It is bright and clean, with plenty of Rimowa suitcases for selecting. The staff here can also make great recommendations for you too. Although you're paying $$$ for a luggage, I've found that a Rimowa is really worth the price due to its lifetime warranty, great quality, and superb customer service.

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

I was looking for a particular suitcase and Tony took the time to explain the different brands to…read moreme with all their features and benefits. I was really impressed by this because I've been to other travel/luggage stores where the sales associates don't even come out from behind the counter to assist you. His knowledge was so helpful, especially if you travel a lot. There's no doubt your shopping experience will be pleasant and educational!

We had such a wonderful experience shopping here, thanks to Vic! He was incredibly patient,…read moreattentive, and genuinely helpful throughout our visit. My parents speak limited English, but Vic was so thoughtful and patient with them. Even through simple conversations, he quickly understood what they were looking for, from the right fit and size to their preferred colors. He went out of his way multiple times to find different sizes and options for us and never made us feel rushed. What really stood out was how warm, professional, and attentive he was. He made the whole shopping experience feel easy and enjoyable, especially for my parents. We ended up leaving with five or six pieces and a really great impression of both the store and the service. Thank you so much, Vic, for your kindness, patience, and excellent service. You're truly such a nice person and made our visit memorable!

Swinger by this location to get my zipper fixed for my favorite winter jacket! I brought this…read morejacket 4 years ago at Santana Row location and the zipper finally broke. It's too bad they don't have this style anymore cuz it's super light, warm and comfy! Even though I owned a handful of jackets from them but I always come back to Thai mid length jacket I have. Service was great and attentive and luckily they do repair my broken zipper. I love this brand more than Northface and Patagonia.

Nice lady got a size from the back... love my new shirt! Friendly staff... a bit pricey though good…read morequality?

This is the first time in about 15 years that I've been compelled to write a review about good…read moreservice at the Tommy Bahama store. Kelly at the Stanford mall helped me with sizes & coordinating items. I greatly appreciated her suggestions. I have been to both the Santana Row and the Palo Alto Stanford mall locations and have never received that level of service. The company sends out a very generous coupon once or twice a year. This year they sent out the same type of coupon, but once you made a purchase of a certain amount, it triggered another coupon. It really was quite an amazing shopping experience. I have to admit because of Kelly's kind assistance; I purchased a lot more than I normally do and enjoyed doing it. Wow, keep up that level of service and I might have to start buying more from you.

I had a very disappointing experience at the Tory Burch location at Stanford Shopping Center…read more Before driving 45 minutes to the store, I called ahead to confirm my size was available. I was told that it was. When I arrived, the associate even acknowledged that I was there to exchange my shoes for a different size. However, without clearly confirming inventory first, my original purchase was processed as a return. After completing the return, I was then told they did not have my size in stock -- not even available to order online. At that point, I was informed that my shoes had already been refunded, so I had to repurchase them and process the transaction all over again. This entire situation could have been avoided with proper communication and inventory verification before initiating the return. To make matters worse, the dust bag that originally came with my shoes was not returned to me. It was kept during the transaction and never placed back with my purchase. Driving 45 minutes based on confirmed availability, only to experience this level of miscommunication and service, was extremely frustrating, especially from a brand positioned as a luxury retailer. I expected a much higher level of professionalism and attention to detail.

Bought a purse here a couple of months ago. I'd say the workers are friendly enough but they don't…read morego out of their way to provide excellent service. They will help if you ask for it. I knew what I wanted and got my purse.

Visited the Palo Alto store to check out their extensive collection. Charlie and Michele took great…read morecare of this 88 year old traveler! No pressure sales, just good advice! Auf Wiedersehen!

At first glance, the luggage is really pricey, but if you travel a lot (I don't, but my friends do…read moreand my husband has annual work trips), it's probably actually an excellent value because it's essentially a forever suitcase. Unless they come out with a color you simply must have or decide you need a different size, that is. The cost is really the only negative. My husband's old suitcase started falling apart, and my friends suggested this brand because he wanted to get something that would last, and we found a model that had some features we didn't know a suitcase could have that he really liked. The staff at the store are helpful and thankfully not at all pushy, which I appreciate. We ended up going home to think on it and then came back when my husband made his decision. They do a little monogram for free, and you can choose the color of the monogram, and they also gave my husband a free luggage tag. The lifetime warranty for repairs etc. certainly seems to indicate that they stand by the sturdiness of their product. I am impressed with the features of his suitcase and am admittedly jealous we didn't know about this when I needed to replace my previous suitcase a couple of years ago, but as I have a new and functioning suitcase I can't justify making the purchase now (especially at those prices)... But perhaps when mine is on its last legs, this is where I will go for my next suitcase. May need to start saving up for it now, though, LOL!

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!

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.

Best shopping experience with Chris. My sister & I decided…read moreto stop into Prada on a whim and check out some of their popular bags. We left impressed with the SA that helped us. It was carefree & a very relaxed experience. We went on to shop and make purchases at other luxury boutiques & by the time we were done, I couldn't forget the cute bag I had tried on at Prada. So I stopped in to grab Chris' card before we had to leave, as we were on a schedule that day and had spent way too long at LV. Lol I ended up making a purchase through phone a couple weeks later through Chris. Honestly wouldn't have made the purchase if our SA wasn't so welcoming & informative. When making a big purchase, you should be happy with the experience as a whole. The carefree atmosphere left me feeling less pressured and a lot happier. Thank you Chris for a seamless transaction. I can't wait to come back here & shop.

The store itself is beautiful and the selection looked solid, but the customer service experience…read morewas pretty underwhelming. I walked around for quite a while and was not greeted or offered any help, Ended up leaving without buying anything. Maybe they were having an off day, but for a luxury store I expected a more welcoming experience.