Kensington Luggage

Wow! Great service, thus guy totally spent the needed time with my wife and I. This is where you get the best of the best. From hand bags to carry on over night bags, this place has it all. It’s bit cheap but the quality is great.

Watch the movie «Joe and the Volcano» and realize the importance and VALUE of good luggage! Kensington is awesome. Big collection of major brands — like the whole line in many cases, so you can get the exact version of what you want. They have the super-​brands, but if you can’t afford that they will show you what you can afford. But I suggest getting quality because it pays off long-​term. SERVICE: I got one of the first 4-​wheeled carry-​on rollers here, found an issue on my first trip (one wheel was noisy), got a replacement no problem. I got a Victorinox duffle bag. The ones I used to get on Venice Beach were dirt cheap but lasted a year. After 5 years with the Victorinox, a buckle broke — airline treatment :) — and they said bring it in because it has a lifetime warranty. Also, they are very friendly and knowledgable, and don’t rush you — they give you time to choose. I live in Santa Monica, but if you are from OUT-​OF-​TOWN this is the ONLY place you should go because they are honest. Love this place…

Al, the store Manager, really did me such a big favor by allowing me to exchange a Tumi backpack that I had purchased from Nordstrom. I bought a blue Tumi backpack from Nordstrom and after a few days, I wanted to exchange it for the anthracite (grey) color, only… Nordstrom was out of stock for that color and also they were being difficult with handling the exchange process. Al had nothing to gain but still allowed me to go in and swap out another store bought backpack with one that he had only one left in stock. I was truly very appreciative. He did it with no issues and without trying to upsell me on anything else. The store itself was very professional and carried a ton of brands.

I am not much of a «Yelp-​er», but I felt like this store really deserved a great review! I had an amazing experience shopping with this store! The employees were extremely knowledgable and helpful. We wanted to order something and they made sure it was taken care of that day! They will work with you to make sure you get exactly what you want. No questions asked, I will return and I will recommend to anyone!

I recently stop by this store to inquire if they engrave leather because I have not been able to find anyone who offer this service. After explaining how difficult it has been they went ahead and took care of it with ease and urgency. These guys are great and they will work with you.

The staff was very helpful and I added (2) Rimowas’ to my collection! Very knowledgeable.
I called the store to see if they could unlock my Rimowa luggage & Robbie unlocked it in 3 seconds! Now I am a customer… great selection!
They also can monogram your luggage Tag.

I have been going to Kensington Luggage for years. Al and Robby are exceedingly nice and always take the time to fully explain luggage they offer and/​or what you need. Even when I have repairs to my Tumi bags caused by the airlines.

This was my first visit to this place, and I was impressed. I went in looking for a Tumi suitcase and found one with a clearly marked price (which was 40% off the suggested retail price). They were very thorough and explained all the features of the bag. They did not have the size I wanted so they ordered one to have shipped to my address at no charge. I was so pleased that I picked up a Tumi carry on as well (also clearly marked 40% off price). They had the carry on in stock but offered to order and ship me one directly if I wanted. They embossed the bag at no charge and will do the same for the larger one when that arrives. They even offered to emboss any other Tumi bags I already own at no charge if I bring them in. I checked the prices online later and the prices I paid at the store were the same or better. Overall I was pleased with the experience!

I bought a Tumi 4 wheel suitcase here about a year and a half ago. It was damaged in transit and I asked if they could fix it and they did it within 30 minutes and had it back to me with no problem. Robby was very courteous and helpful in every way. They carry all kinds of luggage and given the great service, this is my «go-​to» luggage place.

I love these guys. I wouldn’t buy luggage anywhere else. They have a great selection of brands sizes and colors. But the best thing is the customer service and the super friendly, helpful and knowledgable staff. In this day and age when helpful employees are in short supply, it’s a rare pleasure to shop at Kensington. Ask for Robby

I will give zero star if I can.
the staff was super rude, unhelpful and impatient.
I would think they sell high end luggage so the service should be high end as well.

This is my favorite Tumi store of the all the ones I have visited. Very spacious. They have excellent selection. super friendly and very helpful staff.

Super pushy, unhelpful and unfriendly sales staff. They follow you around, as if you’re about to steal something. I asked a few questions, but the salesperson was so aggressive and pushy that I walked out feeling like I had been in an argument.

Prices are near retail, certainly not internet compatible.
They have no website, so there is no way to see what they have without braving Santa Monica and the parking to physically attend the abuse.
I’m not fond of used car salesmen. If I want to see a bag, or figure out the Briggs & Riley vs. the Ogio for a work bag, how about focus on informing me and not on the sale. The sale is a forgone conclusion once I settle on a bag.
No, the most expensive bag is not the best bag.

I went here with my boyfriend to look at luggage for an upcoming trip. The sales guy, Robby, was really pushy and aggressive. I understand the need for a hard sale when you work for commission but there is a line that starts to make people uncomfortable. We ended up getting a travel bag for $ 300 and figured that we’d come back for a rolling suitcase after testing out the bag. Robby gave us his card and told us to «call to get a deal». Well we called to get the suitcase (Briggs and Riley) and saw it for less on Amazon. We ask him to beat the Amazon price and all of a sudden he couldn’t be bothered! I didn’t know that customer service was such an inconvenience for him! Here we are going out of our way to support small businesses and he is jerking us around. He finally says he will take $ 10 off the amazon price and ships us the luggage. He said he would send us the receipt and the shipping info but didn’t until our third phone call to the store! Oh and when we called to check on the status, someone else picked up the phone and when we asked for Robby, we could hear him in the background saying «No no, I’m not here». Seriously!!! I gave them 3 stars because the luggage came and we were able to save some money. Unfortunately for them we will NEVER buy from them again.

I cannot express my hatred for this place. I figured a nice, pricey luggage store in Santa Monica Place would be a straightforward, prices listed and helpful staff kind of retail store… NOPE! It’s a used car sales lot. (Scroll to last paragraph if you want to skip my experience)
To start, I went in before Christmas to buy a carry-​on suitcase for my girlfriend. I asked for help as I had no clue what I wanted besides a possible hard shell. I asked the guy for help and he directs me straight to a case and says, «See this case? It’s $ 500. For you. $ 395.» I was so taken back by the sales approach that I honestly didn’t know how to respond. My initial thought was, «you’re trying to sell me something worth $ 400 and you didn’t even tell me about it, you are just pointing at it». Then I quickly thought, «it doesn’t matter, I can’t afford $ 400».
So I told him I’d like to keep it under $ 200… honestly, I would have spent $ 300.
So he takes me to the next case, «this is $ 450; I give you to for $ 295″. My response, „dude, I just told you I wanted to spend less than $ 200.“
He then throws his hands up and says, „fine.“ He takes me to another case and says this one is $ 200. It’s what you want. Okay?»
So, I’ve now «seen» 3 cases; haven’t been told a single thing about any of them and he’s ready to be done with me. I told him to just give me space and come back.
Spent my time looking, came to the conclusion on one and asked for help. Another, different, salesman came to help. I told him I wanted this case. He tells me it’s $ 215! I responded with, «the other guy said it’s $ 200, I’ll give you $ 150.» We went back and forth and landed at $ 180.
I leave, get home, look up the case I bought; everything online is $ 115!!! I understand that everything is cheaper online and you pay for service in store but not at $ 65 price point!
I decided on another case after doing research and then went back to return the case. They literally hassled me and tried to make me feel bad for returning something I a) really didn’t want and b) was unhappy with.
For those who skipped the story: they OVER PRICE and ARE VERY RUDE. Go to another store or research online and buy there.

I spent $ 1,300 on two suitcases here in July, took one trip with the large suitcase, and the logo was ripped off and the case looks janky. They don’t accept returns and when I came by with the case to ask about it getting fixed, they said they’d have to charge me $ 70 to ship the suitcase back to the company, who would then fix it for free. I explained that I would most certainly NOT be paying $ 70 more than I had already paid to fix a case that looks like shit after one trip, and that it is appalling to me that they don’t stand behind their products. The salesman tried to explain that it was the airlines’ fault for handling luggage so poorly. And I’m left wondering why they sell luggage that comes apart after 1 trip. I would avoid this store like the plague. It’s full of fast-​talking sales types who could care less about their products. I should have gone to Marshalls!

I went there a week or so ago and had great service. Really informative and not pushy. I ended up picking up a messenger bag and am really happy with my purchase.

SAME!!! These guys are rip-​off artists! Like the other reviewers, they sold me a samsonite suitcase and told me I could return it for «full refund» on my credit card.
I have very specific needs for this bag (I use a rolling suitcase for film equipment, and it needs to fit my gear), and when I got home and tried to pack it with my stuff it didnt fit.
So, I went back to return, and was told only store credit!
This guy is not only a rip-​off artist, he is a f*cking ass.
I CANT BELIEVE THIS SHOP IS IN SANTA MONICA PLACE!!!

I went here on opening day and bought luggage. I was told I had 14 days to return. So I took the luggage home to my husband. We decided it wasn’t what we were looking for. I guess they were hoping to make a quick sale opening day & told me whatever I wanted to hear or maybe they weren’t listening to me. So when I went to return it they told me I could only exchange it. Not what they told me originally. Now I’m stuck with a store credit (which I don’t want) and a charge of $ 631 on my card. DISHONEST! Don’t purchase here. They will tell you what you want to hear at the time and then deny it later.