Stern's Travel Shop

Jarrod at this store was an absolute miracle-worker when my (senior-aged) mother’s suitcase burst on her trip to San Jose! Luckily I found Stern’s Travel Shop on google that was very near her hotel. I was able to call the store (from my home in Connecticut) and buy the suitcase I wanted for my mom over the phone. And since my mom couldn’t go pick it up, Jarrod was an absolute angel and dropped it off at her hotel on his way home. She was absolutely thrilled and is so relieved to have a lovely new suitcase to bring all her stuff home in! She loves the color they had available too, thank goodness!

Jarrod is a real credit to humanity and I could not be more grateful that he went to such lengths to help me and my mom out today!!!! The service and products are both TOP NOTCH at Stern’s!!!

Great selection of Briggs and Riley luggage. I purchased a bag that ended up being to large for my purpose and I was able to return the bag no questions asked.

Staff very knowledgeable. Friendly, and took the time to show me differences between 2 pieces I was trying to decide on.

Hands down, the best luggage store around! Currently, I go there for Rimowa luggage, but sometimes for travel accessories. They have what I need as a world traveler! The reps are intelligent and helpful for travel needs.

The staff is very professional and the service is great. Highly recommended!!

Friendly and professional shop. Got what I was looking for quickly

Nice staff. Excellent inventory.

Very helpful and courteous highly recommend

Very helpful!

Great place for all things luggage. Sucks you have to go in a mall to get to them though.

汤好浓面也爽可以来吃ㄧ碗

Too expensive

It took him 15 min to acknowledge me which chalked it up to him being a small business owner and he was being attentive with another customer, so I browsed while waiting. He was patient with the other customer (they didn't purchase anything), but when he got to me, he was dismissive and very rude! Another customer came in, and he greeted them and asked if they had any questions and ran off to help them. While they were browsing, he stayed by them and answered their questions, engaging in convo. They didn't purchase anything and left. I left with them. A week later, I went back hoping I would get another sales person, but it was the same guy with the same bad attitude. I walked out.

My advice is to think twice before purchasing anything from this location.

The sales people here treated me like a king before I bought a product, but afterward the service was horrendous.

My horror story began November 27th during a shopping run for the holidays. I bought this particular backpack as a gift, and I was under the impression that return was available up until Jan 31st (like most items are bought during holiday season).

As it turned out, my friend later discovers that the product is defective, with broken seems at the base of the strap!

I expected the return to be quick and painless. Boy was I wrong. At first the sales rep refuses the return saying that it has been more than 60 days since the purchase date.

Wait a minute... I look at the receipt and clearly it's been only 49 days, which means I should still have 11 days for return. He then switches up his story and retaliates by accusing ME of mishandling the product, saying "We don't know what you did with it.".

I even offered to accept store credit, but he continued to blame me for the defective product.

However, the story doesn't just end there. The next day I came back to see the head manager, and he accuses me of "threatening his employees". This is simply not true. I was unhappy about the way I was brushed off and accused of misusing the product, which I'm sure my friend did not misuse. However, at NO point did I threaten anyone in any way! It was a complete fabrication.

I did not raise my voice, I simply kept my cool and told him that he was doing the wrong thing. To be honest, I was surprised at how calm I was because he was obviously trying to discredit me with malicious intent.

So, in the end, not only was I sold a defective product, I was accused of misusing the product, and even accused of threatening their employees! What kind of people would do this right after the holidays?

Given my experience with the management at this store location, I will not be surprised if they continue to come up with lies to try and discredit me, but these are my experiences and I have told them honestly.

The store manager's name is Jarrod Taylor. While I have nothing against him personally, I do believe he has cheated me by selling me a defective product. Moreover, he has stained my impression of the Briggs and Riley brand irreparably.

I still hope that he will have the decency to do the right thing and give me my money back for a defective product so that I can get my friend the present he deserves, a quality working product.

Absolutely terrible service. I will drive 50 miles to find any store which carries the luggage brand I am looking for, but not here. They supposedly took my carry on to send it to the manufacturer for warranty concern. Instead it was left in the back room. No messages to me. I remembered after several weeks and dropped by while I was at the mall. Sad to me, we are sending it tomorrow, sure. I asked a couple of questions, it was clear, everything the person said did not seem likely. No supervisor if owner to speak with.

In todays e-commerce world, if local retailer, especially small one like this cannot understand the value of customer service, not much left to say. I have found better service at Macy's, even if they do not carry the luggage brand I prefer.