Edwards Everything Travel

Finally received a replacement for the Timbuk2 backpack I had dropped off about 7 weeks ago. They claimed that it was Timbuk2’s fault for giving them the runaround and sending the bag to the wrong location. I don’t care who’s fault it is, I dropped off the bag with you so you are responsible. They would have realized much sooner had they really tried to follow up on my bag that Timbuk2 had sent it to the wrong location.
Any of the bags they offer you can buy anywhere else for the same or lower price so the only reason to buy here is the service but that’s not even a reason it seems. I recommend going somewhere else.

Purchased an awesome bag (Boconi Bryant Analyst) from Edwards, and it was a fantastic experience. I called up, they took my order in less than five minutes, and the bag actually showed up the next day. I almost ordered it online from Nordstrom’s; but I’m glad I called Edwards!

Walked in today to buy my husband a Tumi backpack for Christmas — sales lady pointed me in direction of bags but offered no further assistance. In fact, she told me someone would come assist but they didn’t. Soooo I went next door to Nordstom and bought it for same price but service there was attentive. A 540 buck miss for Edwards.

I love this store! It’s so refreshing to shop in a local/​family-​owned business that is so professional. It feels great to spend my money locally but also have the standard expectations of easy returns and repairs that you would expect from a larger chain. Obviously they have a huge luggage selection with all the top brands, but I love to shop for the accessories and gifts as well. My work bag is from Edward’s, my wallet is from Edward’s, my travel tote is from Edward’s, my travel neck pillow and blanket are from Edwards, I buy teacher gifts for end-​of-​school-​year from Edward’s…see?! It’s a staple shop for me. The Hillsdale store is most convenient for me but I love the Stanford location as well. They’ve gone out of their way to order items in a different color for me and I always get great service. Not sure what some of these complainers on Unilocal are referring to because I’m a very satisfied customer (and if you read some of my other reviews you can tell I have high standards for customer service). Can’t wait for the holidays, one of my favorite places to gift shop!

Terrible customer service at this location. They are not responsive and have to be chased down to find out the status of my luggage that was sent to Tumi. 6 weeks +, still no luggage and they lied about Tumi contacting them that it cannot be repaired. Stay far away from this business.

I’ve been coming to this store for years. Most of the time, I get little help from the sales people, and have to walk to them to ask for their assistance. Except for one petite lady with short brown hair, who has been there for years. They have recently hired a very helpful, friendly salesperson, Danny. He changes the environment of this store. Uplifting and enthusiastic, and is an asset to the place. I purchased some very nice items from him.

I’ve been to both the Hillsdale and Palo Alto locations and have received excellent customer service at each store. Initially, I went to another luggage store on Burlingame Avenue. I left feeling unsure about what to purchase and felt the person there was trying to make an easy sale without giving much info in return. At Edwards, the service was friendly, professional, and informed. When I remarked that I had my doubts about the Rimowa carry-​on and it’s small size, they demonstrated how to pack it efficiently with packing cubes and envelopes. I was sold. In the Palo Alto store they were just as friendly when I was looking at toiletry bags, products at a much lower price point. I’ve interacted with a few people on the phone and in person at each store and I’m duly impressed. They’ve won my business.

I was so amazed at the excellent customer service I received, you don’t find that too often anymore. I was looking for luggage that was practical for my family and me. The lady who helped me was so patient and showed me a wide variety of luggage.
I not only purchased luggage but I also walked out with a very cool Victorinox back pack that I cant wait to use on my next hike!
This place gets a WOO-​HOO in the customer service department. I will definitely return AND refer my friends here.

LOVE this store! They have such a great selection of products!
It was a week before our big trip to Tahiti and we still needed a few things. I went to E.L. hoping I’d find what I was looking for. Right away I was approached by a worker. She was super friendly and knowledgeable of each product I questioned. I ended up walking out with a bunch of goodies.
I’ve also bought my husband a Tumi wallet. He loves it!!! I’m going to have to confess that I accidently washed it (sshhhhhhhhh…) but to my surprise it was still in perfect condition. PHEW! SOOOO I didn’t have to tell him, lol! ;)
My husband and I are always pleased with the staff and products!

When I spend over $ 3K in your store on Tumi luggage, I don’t expect special treatment. I do, however, expect you to act as though you appreciate my business. I took a Tumi in to have the zipper repaired and was harassed to the point where I walked out and I will never set foot in an Edwards Luggage again. The two girls in this store – and I call them «girls» because they most certainly are not business women – don’t know a single thing about customer service or what keeps loyal customers. Here’s a tip: drive to the Tumi store on Santana Row and go see Tim. The guy is more than helpful and will go out of his way to ensure you’re pleased with the product. These girls could stand to learn a thing or two from him. Just lost another $ 700 purchase, girls.

Edwards, please train your sales people better, you never know who may walk into your store. At least teach them to say insulting or offensive things about people when they can’t hear you.
I’ve gone to this Edwards more than a few times. They have a small selection of different items, but never really what I’m looking for. I usually end up going elsewhere to purchase because I can’t find what I need and the sales people were never really that helpful. However, this time warranted a complaint on Unilocal.
I went into the store right before closing wanting to purchase something and was greeted by three people pretty much standing or lounging around ready to close up shop. It wasn’t the greatest atmosphere, but I plowed forward because I needed to pick something up and I understood that they wanted to close. I got sub par suggestions and decided to continue searching their store on my own. The older sales lady came up to me, saw me looking at certain bags and commented on them being good bags. She then realized I was using one of the bags from that brand and was a little shocked that I owned one. I replied with I know, I own many of these bags. She then asked the price range of the item I was looking for and I told her so she helped me find something. I purchased the item and left.
As soon as I left, my friend told me that the older sales lady that was helping me told the other two people when I ran into the back of the store that based on the way we were dressed we wouldn’t be able to afford anything there and that we were just going to look and not buy anything so don’t spend much effort on us and just randomly suggest things to us.
I went right back into the store and returned the item stating that I didn’t need it and enjoyed the look of shock the three sales people had on their faces about the return. They asked me why am I returning it and my friend said we thought of something better just to be nice to them. I then proceeded to another store to find a better item in less than 10 minutes. That sales person appreciated my business.

My niece was visiting from Australia and wanted a new wallet. We were in the Hillsdale Shopping Center and thought we would stop in.
Excellent customer service and options!
Even my very picky 15 year old niece found something she loved!
Staff were friendly and attentive.

fantastic sales help, I walked out of the store with much more than I planned to buy but each thing was great and the sales person stayed with me for my whole experiance!
A+ edwards im a loyal supporter

Unlike some reviews on here I have always had a very pleasant experience at Edwards. I have never walked into that store without a smiling sales person coming up to me within the first couple of minutes.
I was browsing around for a Mens wallet and the sales lady pulled out all the trays of wallets and walked me through all the different styles. Once I picked one out she immediately got me a new one in a box and even offered to gift wrap it for me since I had mentioned it was a birthday present.
A couple other things had caught my eye when I walked in and I wanted to browse around for awhile so she set the wallet at the register for me. After about 20 min I had purchased several fun little books, a cute pink bag tag and a new check point friendly laptop case that allows me to go though security without removing my laptop from its case, speeding up the process.
All in all, I LOVE LOVE LOVE Edwards and have become a loyal customer of theirs. Anytime I need a gift and don’t know what to get I am heading to Edwards for their great selection and helpful staff.

Nothing has changed after all these years.
Just wrote this email to the Main Office in Foster City:
«I was at your Hillsdale location today, and did not receive any customer service at all. I went to your store specifically to purchase the Built NY wine tote. It was located right in front of the cash register. There were two female employees behind the counter, several feet from me. Neither acknowledged me.
I overheard one named Lisa saying she will be interviewing someone at 3pm. I turned around and stepped forward and was about to ask for help, but the other salesperson abruptly turned her head away from me. We were about 3 feet apart. I was so stunned by the complete lack of service and acknowledgement that I left the store without the purchase, drove to Whole Foods, and purchased the wine tote there instead.
I was at your store several years back and received the identical service when I was looking at your Lodis computer bags. It’s discouraging that after all these years, the service has not changed.
Have you seen your Unilocal reviews for that store? Apparently, I am not the only person to be ignored in your store.»

I’m a sucker for the Jack Spade lifestyle, own a few ties, shirts, trinkets and of course bags from his collection. If you haven’t been to their flagship store (
) in SoHo, NY, please get on over. Besides, I don’t think I’d look so good in Kate’s shoes and dresses, anyway. But I digress.
So I have this great travel bag from Jack — well designed, and when I use it, it makes me happy to travel or at least weekend around. Yes, I just use ‘weekend’ as a verb.
The trouble is, the strap broke. Nice design, Jack, but horrible construction, at least when the weight’s got you down. Enter my man Edward. They’ve got a location in SF but I was down in San Mateo and stopped in. Very quickly, a nice sales lady steered me towards a replacement strap that went with the look and feel of said bag, while giving me the shoulder support that a man of my tender age and disposition needs.
Edwards is no Flight 001 (
), which I also love, but they do have some good luggage and travel accessories; to paraphrase Johnny Cochran, «If the strap fits, you know they’re legit.»

3 sales associates stand around chatting about their vacation experiences. we enter the store in search of a credit card holder. no other customers were in the store. no greeting, no offer of help. we walk through the store and finally find what we’re looking for but one of the sales associates is standing in front of the case. the store is quite large… of all places, must you stand directly in my way? she continues to chat it up while i inch closer to take a closer look of the merchandise. none of her numbskull coworkers signal for her to move. should i have to say excuse me? if they offered to help me, i would have made a transaction and sale in less than 3 minutes. but because i’d rather spend another hour looking for the same thing elsewhere than let them have my business, i left the store pissed off. no goodbye, no nothing.
so the moral of the story is, if you want a job that pays you to do abso-f*cking-lutely nothing, apply to edward’s luggage.

3.5…although I didn’t really come to buy luggage but to buy luggage accessories. I found that a lot of their items were very expensive, although very appealing visually. I must say that the sales man who attended to me was very sweet and helpful.

Have you ever had a piece of luggage that was just the right size or shape? Not me, and I have enough luggage to comfortably pack a Cher wig-​n-​wardrobe tour ensemble. Luggage stores like Edwards, perhaps the leading mass-​market chain, baffle me. There is so little innovation in luggage shapes, sizes, materials and features, the stores are packed to the gills with look-​n-​price-​alike blandness, and yet the stores are friggin everywhere. As with patio grills, there is an industrial design revolution waiting to happen to the luggage industry. All we need is our luggage Che. Oh – they do have a good selection of international adapters and so forth.