Bag’n Baggage

I do not recommend this store at all. You are better off going to a different luggage store. I was cheated by them. I took in my luggage to them with a lifetime warranty. The zipper was starting to fray, and the handle had sunk lower than originally. I would not be able to use this unless both the zipper and handle was fixed.
Upon entering the store, the manager inspected the luggage and recommended that I also fix the wheels. They pushed me to fix the wheels saying that I should get new wheels since I was getting two other things fixed. I paid the shipping charges and waited almost a month before the luggage was shipped back to the store. ONLY the wheels were fixed.
Nobody even walked me through the repairs. I took the luggage back in good faith that everything was fine. Apparently not. The zipper and handle were still bad, and I was charged $ 48 for the wheels. A price I would have gladly paid if they weren’t new wheels on a still useless piece of luggage.
Upon taking it back to the store, I wanted an explanation of why nothing was fixed except for the wheels that were useless. The manager politely apologized and said that it would be sent back to be fixed for free.
I just received a call from one of their sales associates, Lorri, telling me that it could not be fixed. It was «operable» and of course there would be a fee. Her notes apparently said that the zipper was working. Yes, pull on a zipper hard enough and it is bound to close. That doesn’t mean it’s working. I remember seeing the manager write notes after he yanked the zipper closed.
The prices were too high. The staff seem like scam artists. To be located on the higher end of the Galleria, I expected better. I will be bringing my complaint to the company CEO as well as the Better Business Bureau. I can’t understand why the staff who are supposed to be knowledgeable about luggage would recommend new wheels on a piece of luggage that can’t be used.
Ironically, the manager gave me a business card. It just wasn’t his card. I will be posting his name after I go back to the store.