Bentley

great

Very nice workers

I bought couple of bags on discount. They look good and prices are quite reasonable. I dnt want to spend higher on bags that i use for everyday things so i found this place useful and affordable!

Busy store, could use more staff.

After a horrible experience with one member of their sales staff named Lana or Lara (and a few sub par experiences with the team overall which I overlooked initially) I believe the staff in general need proper training on their store policies and procedures, and providing basic customer service. I had ordered multiple items online. Before ordering, I ensured that I read the company policies on online ordering and whether or not I could return an item in store if it wasn't to my liking. Their policies stated that any online order (new condition of course, tags on, email receipt etc.) could be returned in store. My order arrived right on time. I was happy with it all except for one item that wasn't quite the right size. It was a $30 duffle for my kid's sports use and it was a bit too large. So, the very next day I went into the store. The tags fully on, plastic wrap was still on, I had my Bentley emailed receipts on my phone, the packing slip that came with the package, and the card that I used to pay for the order. As soon as I told the sales rep that I was making a return, explained why, showed her all of the documents I brought with me, she simply said no she can't do it. I asked her why. She was uncertain of her answer and after a while of hmmm-ing she asked to see my email receipt again. I showed her. She said, this doesn't work. I asked her why it won't work. I mentioned that according to store policy I have everything needed. She said that she needs to have proof that I paid for the item. WOW! I specifically scrolled down in the receipt to the section that showed how the payment was made. She said no....it needs to be a printout on paper. At this point I am frustrated as she made no sense whatsoever. I told her the exact receipt is via email, as when you order online, receipts are emailed. She said it needed to be printed. I asked if they had a printer in store to appease her. They didn't. So, I left the store. Just outside, I immediately called their customer service #, explained the situation, and the phone rep told me I was correct and the refund should be processed. I went back into the store and told the sales rep that I had their Bentley CS on the phone and the rep could speak with her. The sales rep said, "No, I don't want to talk to her. I am going to call my boss:". The phone rep apologized to me and said she would call the store directly. In the meantime the sales rep had her boss on the phone and was explaining the situation. There was a lot of back and forth on the phone and in the end she said, "ok so I just do it for her?". Then she asked more questions. She didn't even know how to process my return. I would've assumed, going off my email receipt, she could pull up my invoice #. No, she manually calculated the amount of my refund (with my help) so she could refund my card the amount. What should've taken 5 minutes during my morning of errands with 2 kids with me took HALF AN HOUR. What made this situation even worse was that she didn't even apologize to me for being wrong, the inconvenience, or her attitude. She probably expected me to take her initial "no" and leave to continue on with my day. She never expected me to call customer service to get it sorted out because she didn't know their store policies. Seeing how rude she was with the Bentley CS phone rep (when she simply said, "No I don't want to talk to her I am calling my boss.") made me feel like perhaps she is this rude with everyone. Her name was Lana (or Lara). Absolutely horrible customer service attitude on top of her complete lack of knowledge or even just courtesy or manners. I emailed their store operations to inform them about this HUGE opportunity for development with this store. I'm hoping some sort of training is implemented for them.

I had experienced a terrible customer service here. I had bought a Samsonite carry-on spinner bag and found that the bag is imbalanced and does not go straight, giving me a sore wrist from trying to keep it rolling straight. After one business trip, I phoned the store manager which left me a bad taste in the mouth, and I ended up taking the bag to the store to show how bad it was. The imbalanced rolling can be noticed more severally when the bag is full with weight, and therefore the situation did not feel as severe when I showed it to her without anything inside. This probably put her in a mood to be continuously unhelpful. After exchanging some unpleasant arguments back and forth, she ended up offering to exchange it to a new bag. Because of the discount deal (40% off on the 2nd bag purchase), having to refund all bags seem too much of an hassle and therefore I accepted the exchange offer. She showed two new bags in stock, but surprisingly I found out that all of them had the same problem (one new one was actually even worse). After checking and finding this out (she does not bother to check with me), I told her that this must be the particular model's defect as I have never seen such an issue with any of my older spinner bags or even other ones in the store. I thought about it for a while, and I told her that I will just take back my original bag, because all bags have the same problem, and in the hope that this actually would emphasize my sincerity as well as the proof that I am not just being a black consumer. As for my goodwill, I advised her that she should talk to the manufacturer with this case. My gesture was a mistake as she looked exasperated (that I am now taking my bag back) and began to saying things like "I have sold the same model in the past five years, but never had this kind of complaint." "Try it on a different type of surface", "I am not the manufacturer" and "I have just spent my 15 mins here talking about this problem, so just let me know if you want a refund or replacement." She just didn't seem to care to find or understand the problem raised. In the end, I ended up exchanging it to a new bag with a slightly lesser problem, but with a bad taste in mouth. In my view, the whole interaction with the store manager was very unpleasant because she treats customers with a tone and an attitude that (1) there is nothing wrong with the product (2) she always speaks nicely and it was me who is just complaining about the product which has no problem at all, (3) she does not want to hear the complaints because she is not the one who manufactured the bag. I just hope that this long negative review that I left for the first time gets her, as a store manager, to think about what customer service is for once. Imagine a situation where you're in a restaurant raising a red flag about a dish that is too salty, and the owner comes and says, "there is nothing wrong with the taste", or "I have never had such complaint in the past." and "I am not a chef who cooked the dish so don't complain it to me." You maybe right about these things, but this is just not the right way to respond to a complaint when you're running a business.

Bought luggage here a month ago, I used it once and it completely fell apart. The last luggage I owned lasted ten years without anything falling off. I went back to the store to tell the manager and she proceeded to demonstrate how rough the airlines handle the luggage and I tried to explain I'm a frequent flyer and am aware of how luggage is treated but it shouldn't fall apart after a single use. They refused to stand behind their product and will never shop here again. Buyer Beware!