Rooten's Luggage Ctr

After reading the reviews, I was skeptical about giving them my business. I have had my current Swiss Army for about 10 years. It has been a great companion for many trips. Anyway I needed something a little smaller as it seems the overhead space is constantly shrinking. The owner was great. He showed me the current model of my suitcase, pulled up 3-4 competitors, then stood back as I tried them all out. He answered questions when I had them, and seemed very informed. When I made my selection (I stuck with the Swiss Army), he rang me up and even gave me a small discount off of retail. Here where the good part comes in. He inquired of my old suitcase, and how it was holding up. I admitted it was looking tired and had a few wounded parts. Luckily I had returned from a trip that day and had my suitcase was in the trunk. He took a look at it, and then offered to fix everything that was broken for free. The only reason I am giving 4 stars instead of 5 is that I had to follow back up with them about a week later. But when I showed up, it was fixed as promised as good as new. I would highly recommend. more

I bought a full set of Tumi there seven years ago and brought back one bag for repair about a month ago. I almost didn't leave the bag because they indicated that Tumi would probably not repair the bag out of warranty. Turns out they did, without cost, so I'm glad I didn't listen to the guy who checked my bag in at Rooten's. After three and a half weeks I called to check and they said they had no information on the bag. Told me to expect 4-6 weeks, even though they earlier said 3-4. Then informed me they had no phone number, so they were unable to contact me. It was my understanding they would call for approval of repair if there was a cost, so I was not happy. Seems to me this is their responsibility. Employee who spoke to me on phone was rude and indifferent; indicated there was no problem or delay because of the lack of phone number. Called on Monday and spoke to manager (owner?), who defended his employee and shouted at me. Anger management problem, for sure. When I insisted on an apology he said he didn't need my business and was going to get my luggage back from Tumi unrepaired and make me take it somewhere else. Later apologized but still unreasonable. Long story short, another employee called me later in the day and the bag was back, fully repaired, and sitting on the shelf. No one bothered to call me even though my number is on the bag. This store has enjoyed a good reputation for forty years, but it seems that currently there are some management and attitude problems. There are lots of other luggage stores in the area with larger selection and much better service. I just bought some new luggage at the Tumi store at South Coast Plaza and they were wonderful. My advice, take your business elsewhere if you want professionalism and integrity. more

My partner & I are taking our first Alaskan crusie. We wanted new lighter luggage & friends kept telling us to visit Rootens. We needed to find the location as our GPS kept having us turn the wrong way on Main (use the Citysearch map). Once there we discovered Rootens was having one of their Travel Light, Pack Right classes. It was awsome. Not only did we have a Rooten's ""Travel Advisor"" help us get the perfect lightweight spinner luggage, but they also helped with several travel accessories we needed. The amount of knowledge the staff provides I could never get on-line or a dept store. We never felt pressured to buy anything but it was nice seeing the selection of travel clothing & all the options in luggage. We'll never travel without a stop a Rooten's. more

I have always purchased my travel goods here and I must say that 'Rootens' is in the business of customer service... and that is why I continue to give them my business. They have always answered all of my travel related questions, offered loaner bags while mine was out to the repair shop, and seem to have more and more selection every time I return. I know they do packing enhancement/travel seminars FREE to the public for whoever needs the info and that, to me, is all about customer service. Prices always have been competitive and they monogram my leathergoods while I wait at no additional cost. Located just across freeway from JWA, this is a one stop shop for all travel necessities. To the seasoned staff at Rootens...""Keep up the good work!"" ;) more

I have been purchasing luggage from the Rooten family for over 15 years. I have bought close to twenty items, mostly TUMI, in all sizes of luggage and business cases for myself and family. We travel throughout the country and world and at times luggage needs to be repaired. I was shocked when I read the the review of March 18th because whatever his experience it is so far from the reality of how this family treats it customers that I had to submit my opinion. I needed to repair a bag and went on the internet for Rooten's number. I just came back from the store and felt strongly that whatever this person's experience was it amazed me until I read he threw a ""fit"". I can just imagine. more

Avoid this place at all costs. I turned in my luggage on 1/23/11 because of a broken handle. They said they might be able to fix it in-house. I told them NOT to send it out if they could not fix it. They promised to call me. Never happened. They sent it out. Then I couldn't get it back. They promised it would be ready numerous times, but never called to update me (despite multiple promises) and I had to call continuously. I had to eventually accuse them of losing my luggage before they promised to return it to me. By March 9th I threw a fit on the phone to finally get them to bring my luggage back to the store, where I picked it up on March 10th. Mr Rooten was the one to retrieve my luggage, thankfully. He tried to be a team player, but he should realize that he has employed at least one idiot who will never go anywhere career-wise. Customer service is a must in this field as it is anywhere else. What a waste of time and energy. more