T W Carrol & Co

Ambience. B
Service. A
Price. A+
I live in Seattle but drive out to Tukwika and make an afternoon out of picking up or delivering. I don’t enjoy the commute, but once you find them it’s been fun perusing through the storefront and see what’s the latest bags and travel gears.
I hear that you can pay a fee to have picked up at Bergmann Luggage downtown if you don’t want to make the trip out.
I’m so glad I invested in guarantee for life luggage with Briggs and Riley luggage 20 years ago! I’ve put over 100,000 miles in this luggage since then.
Always great service when repairing my Briggs and Riley luggage! The B&R co. truly stand behind their guarantee for life repair and TW Carroll does most of the repairs in house. If they have to ship the luggage out for repair then you might have to pay for the shipment.
The works that have been repaired over the last 20 years are. Wheel replacements, handle replacements, zipper lining repairs, zipper tag replacements, reinforce the exterior with plastic corners, ripped interior lining, Velcro on handle replacements, missing rivets replaced, literally anything to get the bag in good functioning and presentable order.
Great service and people!

I always bring my Victorinox luggage here to have it repaired under warranty. The people are always friendly, helpful and get the job done right. Seems to me like a family run business too, which makes it that much better.

How refreshing! This family business is classic, good old-​fashioned customer service where they actually engage with caring questions and concern to solve your needs whether they make a sale or not. They know luggage but their sense of community and community service is commendable and why I bought from them. Best service in Seattle hands down. Kudos. Repair or new, make this your first and only stop for luggage.

Horrible service. We took our MacLaren stroller here for repair. The owner was rude and was reluctant to do the repair (they are the only authorized service location for MacLaren in Washington). But in the end they said they would do it and it would take 1 week.
Well, the repair took 6 weeks instead. When we picked up the stroller, only part of it was fixed. There were some cracked parts that they said they would replace but they didn’t. When we asked about why that part wasn’t fixed, the owner was extremely rude and just said it doesn’t affect its function. Thanks very much for taking our stroller for 6 weeks, not fixing much and being extremely rude. I can’t recall when last we received such horrible service from anywhere.

Excellent customer service! Repairs were done professionally and ahead of schedule. My luggage looks and works like new.

Did a great job, fixed it on time. Nice people.

I have lived out of my suitcase over the last 40 years.
When it comes to repairing your old favorite luggage or buying the latest and greatest good stuff, this is the place! My favorite carry on Victorinox (Swiss Army) roller board needed new handles and some cosmetic touch ups after a million miles of being stowed on Boeing and Airbus overheads.
I am looking forward to picking up the refurb next week and it will be better than anything purchased new today!
I did drool at some nice top end luggage and know when I am ready to upgrade, they have my stuff in stock!
Update! My luggage was not ready when I came by so they promised to ship it to my home prepaid UPS the following week. When it arrived it exceeded all my expectations. Both top and side handles were new and the frayed edges were all repaired and the appearance was almost new. I will not need to consider that new luggage I drooled over as this rebuilt piece will last as long as I need it to.

I was referred to TW Carrol for Victorinox luggage repair after an airline’s baggage handlers damaged my newest Victorinox 24 inch suitcase. The top handle & it’s brackets had been sheared off by the machinery or on motorized luggage vehicles. I called Victorinox & they had an extended repair time (6 – 8 weeks) so Victorinox warranty dept sent me to TW Carroll & Co for rapid repair. The damage to suitcase was discovered in SEATAC airport.
I was scheduled to stay in Seattle only 2 days & 3 nights. I called the morning after my Seattle arrival & Andy Carroll agreed to fix the damage «on the spot» so I could travel back to Ohio with a «good as new» suitcase. This was important because I travel often & needed my suitcase in short order for my next trip in about a month.
Not only did Andy Carroll repair the suitcase in an hour but he & his able & helpful staff woman (I didn’t get her name) also completely filed the damage claim with Airlines so there was nothing left for me to do in the way of working the claim, Case Closed! I’m going to buy more luggage from the good folks at TW Carroll & Company! They know their business & they give fabulous customer service with a cheerful approach. Thanks again T W Carroll.
Jane Marti of Columbus, Ohio

Quick, efficient, friendly and 100% customer service oriented. Doesn’t get better than this.

Online I connected with Halliburton. As you told me, I sent you my suitcase in May 2014 for repair. I bought it for $ 800 ten years ago. When I purchase it, the was an unlimited warranty, Not now. Regardless, I needed it fixed. The left lock was broken. I got a message from Halliburton that the CENTER lock was fine. IT WAS LEFT LOCK. Received a nice note that parts were ordered and I’d get my bag this week. NO. It’s been well over a month and my bag has not been fixed. I was told by the Halliburton rep you had the parts.
You suck. At this point don’t even fix it. Please send me my suitcase back and refund me me $ 30 shipping.
I’ll deal with Halliburton on this.
Update: According to the Halliburton rep, I’m not the only one who is waiting for their case to be repaired. Well WTF about a lifetime warranty, especially when I’m asked to pay $ 200 +shipping for repairs.
Sad part, nobody cares except me.

I recently retired from a job that had me traveling domestically for fifteen years just about every other week. Since retiring I have been enjoying international travel. This said, I have had to visit Carrol &Co, at least a dozen times in the last ten years for a variety of repairs to damaged baggage. I have always found the service efficient and if the item was not still under warranty or the airline did not accept responsibility for the damage the cost of repairs reasonable. I believe this family business has been in continual operation for almost a century. This attests to the quality of work they perform and their customer service!

These guys are great! I was traveling for business a week or so ago and a zipper broke off of my Travelpro suitcase. I called and they were able to get me in that day and had my suitcase fixed and ready to go that same day. Just awesome service and super friendly. Lots of travel accessories to choose from as well.

Great service I needed a handle on my handbag fixed and the work does not even show! Looks like the rest of the handbag.
Definitely worth the trip from Lake City to Tukwila!

You should never buy cheap luggage. This is coming from somebody who would happily have plywood and cement blocks for a bookshelf/​entertainment system/​bric-​à-​brac/​bed.
Good luggage means that you’re going to use it. I used to travel a lot for work and needed good luggage since I’m so hard on things. I can’t believe my guy is with somebody like me, since he believes in keeping everything in pristine, like-​new condition. He still has the box for his VCR – from 1986. Good luggage (that you use) doesn’t mean you need it for constant work travel. Just look at it as an investment/​incentive for future vacations and adventures.
So when the handle AND zipper on my carry-​on suitcase decided to make a run for it, I contacted the luggage manufacturer, since I bought a product that has the «good forever and ever and ever and ever and ever» guarantee with it. They told me to bring it to TW Carrol.
Randomly in an industrial part of Tukwila, I dropped off my suitcase there, which immediately reminded me of the place that I had to rent power tools at once. It’s not fancy, but be assured, that they take good care of your belongings.
It was busy when I went in, but the total check-​in process was about 10 minutes. The woman was cheery and made me feel very welcome.
After about 4 days, I was called to pick it up. I remember that the hours were regular business hours, which meant hurdling desks and arm-​tackling everybody in my office in order to get to Tukwila in time. [It] was fixed and everything on it looked like it did when I bought it brand-​new. (Except that weird white scuff mark thing. I’m not sure if I rolled into paint or if a bird flew over…)
No money changed hands. Except the $ 10 tip I left for taking care of my little buddy. Great service; I’ll be bringing my laptop bag in soon!

Took my husband’s luggage here to get repaired under the warranty. Great service, done on time as promised (not fast, but on time). Would recommend.

I needed a strap repaired and the luggage place in the mall gave me a slip with TWC printed up — apparently TWC is the place to go! and it was!
I stopped by TWC and they were extremely friendly and helpful. Knowing it would only take a minute, they took my bag in the back and had their guy install a new rivet in less than a minute. And the charge was nominal.
I will certainly bring anything I need repaired to TW Carrol.

T W Carrol has done an absolutely outstanding job of taking care of me and my luggage for many years. I can’t say enough great things about their high level of service. Whether it be a repair or replacing a bag under warranty, their first consideration is the customer. Everyone in the Carrol family has been most gracious and accommodating. I simply couldn’t ask for more. I recently had a situation where a part was unavailable for a bag from the mfg. and T W Carrol intervened on my behalf without prompting to advocate for a brand new bag rather than wait for the part and that’s exactly what I picked up today. I didn’t purchase that bag from T W Carrol but I am absolutely going to buy my next bag form T W Carrol. They deserve my business!

I used TW Carrol to monogram an expensive leather book cover I had purchased to give as a gift. I had called a couple other places in town that said they offered this service, and ended up they either really didn’t offer it or didn’t think it was a big enough job to deal with. TW Carrol did the project overnight, it was a lot less expensive than I expected it to be (they did give me a quote up front) and the result was beautiful.
It’s a bit difficult to find, but if I need something else like this done again, I would go there. They were very friendly to me and I had no problems with service.

I had a bag repaired here, paid for by United because they broke it. The plastic, pull-​up handle on my hard-​case luggage was broken. I got the suitcase back reasonably quickly.
It was a couple of months before I travelled again and it took only one trip for the handle to fall apart on me. Turns out that instead of replacing the handle, they glued my old one back together. Really bad repair job.
So I took it back to the store that had sent it to them and they agreed it looked bad and would send it back to TW Carrol. I get a call from TW Carrol a week later saying it would be $ 29.99 to fix. I tell them they didn’t fix it right in the first place and glued it back together. They insisted that they did not do this and they never do this — looking at the repair job they very clearly did do this.
They refused to fix it and I’d rather take the suitcase back broken than give these people any money. If you ever use this company, check your repair job very carefully. Or better yet, go somewhere else.

T W Carrol is a family-​owned luggage repair shop near Seattle Airport. Alaska Airlines and United Airlines both send their damaged baggage to T W Carrol for repair, and I believe it is one of the better quality repair shops in town. For some brands of luggage, they are the only designated repair shop in town.
The first time my bag was broken, it was due to United Airlines mistreatment. United’s baggage desk immediately volunteered to repair the bag and get it looking like the damage never occurred. They sent it to T W Carrol who did a satisfactory job of the repair.
The second time I visited T W Carrol, it was because my laptop bag’s inner frame had broken. This repair was covered under warranty, so T W Carrol sent it away for repair. The item was shipped directly to my residence after the repair, which was very helpful.
The third (and perhaps final) time I visited T W Carrol was just this week. My checked luggage (each time I’ve visited, it is with different bags. I travel every week, and they take a beating) was broken, and it was apparent that T W Carrol would need to ship it to the manufacturer for repair. The lady at the front (I think she is a member of the Carrol family) was super rude to the guy before me, and then awfully rude to me as well. The gentleman before me was super polite, so I can’t understand why she took such a tone with him. People have a right to ask questions about the repairs done to their bags. In my case, I was very polite/​friendly and she still snapped at me when I asked a simple question.
In summary, this place will fix your bag or get it fixed in a reasonable amount of time, with reasonable quality of workmanship. Would I trust them with a very detailed repair? No. Would I continue to use them if they weren’t the only authorized repair center for my brand of luggage? No. Do I like shop attendants who are rude to customers? No.