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    WEST

    4.7 (12 reviews)
    Closed 11:00 am - 6:00 pm
    Updated 1 month ago

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    stapled together travel bag.
    Victoria C.

    I would never purchase from here again due to the shameful, snarky behavior of the proprietor, James Anderton. First of all, note the return policy is 7 minutes ( printed on the receipt). Why have such a silly return policy if you claim excellent merchandise? On our first visit to West, we purchased a travel bag. It was a Campomaggi brand, trolley, duffle bag. James spoke highly of this brand - claiming fine Italian craftsmanship. During our visit, we also purchased some shoes, blanket, purse, and a wallet. I am not going judge/speak to the brand as a whole but merely address the travel bag. I don't know enough about it to speculate. I only know what happened to us with this brand, particular bag and store owner. This $1100 +travel bag has been a nightmare: In the year we have owned it, the bag, which was fairly pricey, has been used less than 5 times. The leather still looks like it is brand new. My husband used it on a private or small, turbo prop plane. No heavy duty travel. On the first trip, the wheels would not "wheel" without the bag listing over to one side and wanting to flip. My husband tried to compensate for this by slowly, and gently rolling it which seems a little ridiculous when trying to navigate a busy airport and security lines. During that same trip, the feet fell off, rendering it useless. We had to drive it back to Los Angeles to have it sent away for two months. Then, the bag got a hole in it. A random hole. I have no idea if this was due to the quality of the leather. The bag had to be driven back to the store again. This time, James sent it to a local shop. Once again, the bag was gone for a couple months. Initially, he wanted to charge us but then did it for "gratis." We we were repeatedly reminded of this nominal $50 repair upon the return of said bag. The bag sat in the closet for months. My husband was hesitant to use it. But, last Friday, he used it to travel on a 2 hour flight. The bag's leather came apart from the handle of the trolley, revealing that the leather is just stapled together with what appeared to be paper staples. Is that fine craftsmanship? The bag is useless. So, back we go to the store. At this point, we had had enough. We politely and calmly reminded him of all of the above and our goal of just getting a refund to end this obvious hassle. James, previously claiming his personal relationship with this family brand, we assumed, could return the product to them. The facade of the pleasant store owner faded and was replaced with a very, rude person. He said that he had sold lots of these bags. Okay, not disputing that, but that has nothing to do with this one failing- maybe those folks got lucky or maybe they chose not to bring it back when it failed. He also said that he, personally, had a Louis Vuitton bag that fell apart. Not sure of the point. That doesn't say much, if he is trying to get across that his products are of great quality. Does that somehow make this bag's failure, with minimal use, okay if a LV bag failed? Personally, owning lots expensive brands, I'm pretty confident in saying, I have never seen any leather goods stapled together instead of being sewn. He was so rude. In a raised voice, he demanded that I now return the purse I had on my shoulder (which so happened to be the one I purchased from his store) and shoes . I was flabbergasted but I removed all of my personal items from it and placed it on the counter for a return. He went on further, telling my husband how "miffed" he was with him. He must of felt that we should tolerate an unlimited amount of harassment. At that point, I had had enough. I asked him to do the right thing and stand by the fact he said he was going to return it along with also my purse he had asked for back. So, then he went on to say something about giving a store credit if we were going to be future customers. I simply said to him, that you shouldn't force someone to have to come back with a store credit. That's not a good note to end on. Then, he said that he didn't say cash, just used the word, return. He went to all the trouble of stating that he was going to play back the security cameras to prove something. So, we had to stand there while he pulled up security camera footage. He must of changed his mind, when he viewed his own, poor behavior which we also had on video because he went on to do the return but said he now didn't want my purse back. This was all after he made me cry. I don't understand how treating a customer badly retains future sales? We had a clear, well documented problem with a product repeatedly failing but were made to feel really horrible about it. It's terrible to be so ungracious and crass with a legit return. Why not be as polite as you were when you accepted all of our money for the items we purchased.

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    Ask the Community - WEST

    Review Highlights - WEST

    My wife and I stumbled into West off of Beverly Hills because something about it caught our eye.

    Mentioned in 4 reviews

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    I tried this company for the first time by placing an order 8/31 for HOCO dresses for my daughter,…read more2 weeks before event. I do A LOT of online shopping and a familiar with carriers and shipping speeds and I checked their their return policy as well as their shipping policy prior to ordering. Sadly, I didn't think to check what their policy is for lost packages. Originally my delivery date was 9/5 (bc holiday weekend), but I got a msg on 9/5 saying shipment was delayed because the carrier misrouted the package and the new arrival would be 9/9 (today). But the tracking shows the pkg has been and still is in Henderson NV (from CA to CO, then backwards to NV before it, if ever, gets to TX). Their horribly annoying automated system told me the package would be delivered Saturday 9/13 or Monday 9/15. By then it will be too late. I spoke to their customer service and found out they have a terrible policy in place for missing packages. Not only do I have to wait the full 6 business days (normal, but they said 6th day is tomorrow but on my calendar its today if 9/1 was the holiday), but if it doesn't arrive tomorrow (which tracking indicates it won't), they wait ANOTHER 14 DAYS before they will declare it missing. FOURTEEN DAYS after expected delivery?!?! I have never heard of giving a carrier that much EXTRA time to "locate" a lost package. They use an unheard of carrier that can't route packages correctly and their own company policy is to wait 14 days AFTER the expected delivery date for said carrier to locate the misrouted/lost package before Princess Polly admits they lost it. Insane. Its been delayed twice already and their customer service and company policies are subpar in the industry. Honestly we don't even know if we want their dresses, since this is our first (last) time ordering from them. We don't have the dresses we ordered in time for my daughters HOCO, despite ordering 2 weeks in advance; I still have to now take her shopping at a store with only a couple days before event; and I won't get a refund for another 2 weeks or longer. So I'm out money plus no dresses, plus extra work. Princess Polly should be ashamed of themselves and also out of business.

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    Sam Edelman

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    I had a really good experience shoe shopping. I was in retail for 40 years so I have expectations…read moreto be frank. I won't spend where I'm not helped. Well, we were pleasantly greeted when we walked in. We looked around and I spotted a pair I wanted to try on. There were other customers in the store as well trying on shoes. I liked the pair I tried but I just wasn't sure and thanked them for all their help. They were very pleasant about it. An hour later I went to look at the same pair of shoes but walked out with a different pair. I even got the first time customer discount. I will definitely be going back.

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    WEST - leather - Updated July 2026

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