Altman Luggage — Local services in New York

Absolutely appalling service. Really insulting levels of indifference and completely unable to follow up with their promises. I came here on Monday to get my suitcase wheel fixed. I took a cab there as I had just gotten over a chest infection that meant I couldn’t walk around too much. I had to leave for a trip on Sunday so I thought it would be more than enough time. They said it would take 3-5 days. I explained that I needed it *definitely * by the end of the week, and they said yeah yeah, it would probably be earlier and they would call me if there were any issues. Already it seemed like they had a fairly indifferent and laissez faire attitude, but I trusted them and thought that I would definitely have it by Sunday, if not much earlier.

Thursday passed and haven’t heard a single thing. I call and ask about the status and they say the suitcase is waiting on wheels to arrive. I remind them I need it by the end of Friday because it turns out the shop is closed on Saturday (!). He says the repair guy is off and to call tomorrow. I call in the morning when the shop opens and they say the repair guy isn’t in yet and to call at 10. I call at 10 and the repair guy is busy but I finally get hold of him and he says they are waiting on wheels. He says they might be able to replace both wheels and they’d check and get back to me. An hour goes by and nothing. I call and they say they’ll get back to me by noon. Again, nothing. I call and they said they won’t have the wheels ready and they’re waiting on the wheels. The suitcase has been sitting here the whole time and they haven’t touched it. Everyone would tell me a different story - one said it was already sent to the repair house in Brooklyn and they brought it back. No one’s story lined up and no one seemed to care to follow up with me to let me know it was impossible to get the suitcase done before my trip.

Again and again they would promise to call and never called me - I was the one to chase up every time. I had to make two round trips to get a suitcase that STILL isn’t fixed after five days. If it needs a special wheel, why not be honest about that immediately when they realized, and call me like they promised, instead of leaving it to the last day? Why pretend it would be fine by the time of my trip? Instead I had to stress myself out and run all over the city twice, including paying a cab fare, all for literally nothing.

When I called on Friday they offered loaner wheels but I absolutely am not interested in going back again for a third trip to drop off the wheels and then a FOURTH trip to pick up the suitcase I should have had already. If they have wheels to loan they should be able to give me those wheels to use, permanently. Or else at least be honest about things rather than making me wait a whole morning for a repair person to “look into” wheels that he seemed to have completely forgotten about when I called again. All in all, it was a completely haphazard experience and even if it had been done on time, the price would have been ridiculous. The fact that I left, with a refund, but paying a cab fare and hours of my time, with the same broken suitcase after five days, is absolutely appalling.

The kicker is that I went straight to another luggage repair store and they were able to fix it...

Like many of us, after years and years of wear and tear and not really a owning a good piece of luggage in the first place, I needed to get a new large checked piece of luggage and I needed it today because I am leaving for my home in Athens, Greece in two days. I searched and soon discovered Altman Luggage and I could not have been more fortunate to not only find a store close by, but also with a large inventory and most importantly, two men who run the store who were like family to me! I had thought I would look at a particular national brand that is always said to be the best you can get, but after getting to know me a bit, they guided me to the brand, Briggs and Riley. I quickly found out this is one of the best and most prestigious brands out there and has a incredible reputation for its quality, construction and design. Tito showed me the large bag and all its features and I knew immediately this is what I have been looking for in, not only a good and functional piece but also luggage that has an elegance that is rare indeed. He took his time with me and explained everything about it and graciously answered all my questions. I asked about color availability because I didn't want black or blue or gray, which were there in the store. I was hoping for an olive or khaki green. He told me they were expecting a delivery in 20 minutes of that very color. WOO HOO! Then, I meet Emmett, who has been with the company for over 40 years and get this...it was founded in the 1920's. I shared with him and Tito that I am a retired teacher and choral director and showed them a video of me conducting my choir in Carnegie Hall and they were knocked out! These guys are really like family and they treat you like family. I could not have asked for a better experience in buying a quality piece of luggage at a price I could afford all thanks to Emmett. SO...Emmett and Tito, thank you! Thank you so much for your sincerity and overwhelming generosity. So for ANYONE looking for a new piece of luggage...don't even waste your time...run to Altman Luggage. There really is no better store in all of NYC for inventory, quality, value and most importantly...the best customer service you will ever receive. All the best to Emmett and Tito! Michael Hayden, 2014 California Teacher of the Year and 2014 Grammy Gold Signature School Winner in the USA, Mira Costa High School,...

What an incredibly pleasant, efficient experience and great deal this was! Honestly if I could give Altman Luggage more stars, I would!

Altman Luggage is a family owned business open for over 100 years. From the first phone call speaking with Elon (son) then Dan (father) and Tito (20+ years at Altman) - everyone was kind, attentive, knowledgeable, gracious and great sense of humor as well. Not to mention, they gave me complimentary extras and told me about their $100 off sale that I didn't know about!

I purchased a beautiful olive-colored Briggs & Riley 22" carry-on spinner for my husband, and they engraved his initials free, right on the spot. It took less than 5 minutes and they gave me an extra engraved leather tag. This is the kind of customer service and family owned business passed on through generations that make New York City what it is. It's hard to believe a place like this exists when vestiges of old New York are quickly disappearing; like with Elephant and Castle restaurant (in west village) closing after 50 incredible years.

It's almost shocking to receive Altman Luggage level of expert and personal customer service in a world of Amazon and other impersonal online retailers manufacture favorable "reviews" and no customer service. Dan, Elon, Tito knew which products were made to last, highest quality, best suited for my needs. ZERO upsell. When I told them it was a gift, they went to their deep storage to get me a brand new in box one, checked to make sure it was perfect, wrapped it and made a handle on the box and put a fabric cover (the kind that has Velcro on it) so I could carry it easily "and not hurt my hand" (thanks Tito!) I'm not prone to exaggeration, but this was hands down the best experience I've ever had while shopping for luggage; including the time I bought Rimowa in Tokyo and in Paris in their flagship boutiques. Altman also repairs bags, so I will certainly be back.

I will only buy my luggage from Altman from now on! Highly recommend...