Kovacs Luggage

I brought my cracked Victorinox bag to Kovacs Luggage per the manufacturer’s direction. Joe discussed with me the options for repair and the likelihood of getting it replaced under the warranty. For a small fee they shipped it to the manufacturer and wrote up the reasons why I should get a replacement for free. Lo and behold, less than 2 weeks later a brand new bag arrived at my home. Thank you, Joe, for being such a great advocate!

Very friendly people. We brought my mother’s samsonite luggage that had it’s lock jammed by the TSA when she flew in. In 15 mins they opened it and we were on our way. Thank you so much! They also have a big collection of high-​quality suitcases at the store for you to choose from if you are looking to buy one.

READ ONE STAR REVIEWS!!! I dropped off a suitcase for repair and after ONE MONTH I finally called THEM, and they said it was ready. (They had told me they would call when it was done) When I get there, the store looks like a bomb went off, no organization whatsoever, and the customer service was Fair, at BEST. The bag wasn’t ready (After a MONTH!!!) because the work was extremely POOR. They told me they would fix it & call back, but THREE WEEKS LATER I had to call them AGAIN. It seems to me that whoever does the repairs here is horribly overwhelmed, because the work is half-​assed at best. My beautiful bag now looks like something out of a dollar store. Long story short, I ended up paying $ 40 for a couple of cheap looking patches. Save your $$$. Go somewhere else.

Needed a suitcase wheel repaired. Dropped it off. It was on warranty. They fixed it for free. Great place! Friendly and efficient.

I’ve been coming here for YEARS! Like, since around 1995ish when they were in their other location on Colorado. They are the best. So helpful, nice and pleasant. It’s nice to have a place to come to where I trust the owners to do the right thing. They have never done the hard sell and the things I’ve purchased over the years have been spot-​on due to their knowledge, recommendations and practicality. I’ve had repairs, I’ve bought new. Wouldn’t think of going anywhere else. Thank you!

THIS PLACE IS AWFUL. NO ONE UNDER ANY CIRCUMSTANCE SHOULD COME HERE. I would give 0 stars if possible. The owners of this store are AWFUL and have HORRIBLE CUSTOMER SERVICE.
Instead of resolving the situation the older man who works here told me to GO FUCK MYSELF.
Nearly a month ago I brought a suitcase in to get a wheel replaced. The lady who helped my was pretty rude but took my bag and said it would be ready in 2 weeks and that they would give me a call. After 2 weeks I called Kovacs since I hadn’t heard from them, and they lady told me the part was on backorder and she would call me back to let me know when it would be done. 3 days went by and I still hadn’t heard back so I called in again and she said the part hadn’t came in yet but it would be done by the end of the week. After another week and I still hadn’t heard back I went into the store hoping to get it figured out. There was an elderly women and man there running the store, when I informed the women of the situation she instantly started giving me attitude and practically yelling at me saying they don’t have the part, that it isn’t on backorder that they don’t even carry it. Shouldn’t they have let me know that a month earlier? The man and over and slammed a purple incorrect sized wheel down and said that was the only one they would put on for me. Trying to explain how rediculous this was to them leaded to the women telling me «you have a fucking attitude» and the man proceeding to tell me to GO FUCK MYSELF when I said they had poor customer service. I grabbed my bag and walked out, NEVER WILL I COME BACK HERE!!!

Watch out!!! Read all the reviews of the 1 star because you will see a pattern. They are horrible with time frame when they can fix your luggage, they don’t return phone calls, and when you call back they talk to you as if you have inconvenienced them for following up and give you an attitude. Horrible customer service! Call back your customers then. The place is a complete mess and while you’re there you’ll see that they always have a hard time finding your luggage, and you’ll hear the same comment that it’s not ready. I don’t think they can handle the amount of work with the number of people working. Either hire more people or let people know you can’t handle the job. Be honest to your customers and be upfront.

I dropped off my suitcase on a Friday afternoon to have a wheel repaired. The woman said they were busy, so it wouldn’t be completed for a couple of weeks. But I didn’t need it anytime soon, so that was fine.
Fourteen days later, I returned. I gave the same woman my claim check, and she took a long time just trying to find my suitcase. Eventually, she located it and said that it wasn’t ready and I should come back the next day.
Saturday morning, I stopped by at 10. Still wasn’t done, and the repair guy (her husband, I guess) told me he would work on it and call me once the repair was finished. They close at 1 p.m. on Saturdays, so without getting any phone call, I just stopped by for a third time. Nope, still not done. She said they would stay after closing to finish it, but she made me feel like I was inconveniencing them.
While waiting, another customer came in to pick up her suitcase. Same thing, it took a while for the woman to find it, and sure enough, her repair hadn’t been done either. The repair guy finally emerged from the back with my suitcase after only 20 minutes or so. Seems like my repair didn’t take him very long at all, so why all the delays?
He rang me up, but neither ever offered an apology for not delivering on their promise. I was going to purchase something else, but I decided not to give them more of my business. Very disappointing after reading the positive experiences others had received.

I had a beloved computer bag whose zipper fell off the rails.
I thought the bag was going to bag heaven.
I took it to Kovacs, gave him a pittance, and he returned the bag in a week.
In other words, the secret of this store is their REPAIRS!

They did a wonderful job with a complicated repair on a vintage bottega veneta bag. They took everything apart and put it back together looking like it hadn’t been touched.

You won’t go wrong here. Dropped off a Samsonite spinner to repair its handle/​loop and Laurel quoted me a very fair price with a good turnaround. Ready on time and works great. Then dropped off my Andiamo for a silly zipper issue and was quoted a great price to redo the zipper heads. Pleasant people and a great business.

I brought in a briefcase to have a monogram altered. Kovacs did a great job of working with my problem and offering a solution that looks great. I was very happy with the quality of work and price.
When I went to pick up my briefcase, I dropped off two messenger bags to have the magnetic buttons fixed and for a refinish on one of them. The refinished bag looks good as new and the buttons feel very sturdy. Once again, great craftsmanship, great price.
Working leather is an art and the folks at Kovacs have it down.

Always a great experience here. They have great prices and offer superb service. This place is a must of you want luggage.

If I could give this place 10 stars, I would! The father & daughter team are outstanding and are EXPERTS about luggage. Ever since my work role changed (that now requires a lot of travel) I’ve been searching for the right luggage to make my travels easier and reduce the amount of abuse my body takes. The daughter took the time to explain luggage sizing, difference between international & domestic luggage and more importantly introduced me to BRIGGS & RILEY. I ended up INVESTING in a nice and perfect carry-​on and briefcase.
6÷7÷15 UPDATE: My Briggs & Riley luggage are the bomb! They make getting through the airport & security fast and easy. Very durable and easy to clean and maintain.

I had three days left in Pasadena and a broken Swiss Gear suitcase.
Kovacs did a great job fixing my suitcase — honestly didn’t think it would be salvageable.
Very nice folks who did a great job — I would definitely recommend!

I went to Kovacs Luggage in Pasadena, CA on 11/​12/​2014. It was the 2^nd time that I’ve been there. I needed repairs to the luggage that I bought there last time (they are doing that for free). I also bought some additional luggage. The best place to go for luggage in the SGV. Plus, I took photos.

I left my bag here for over a week to be fixed. They said it would be ready the day before I left for my trip. I called that morning and they said they hadn’t worked on it yet but they would have it ready in the afternoon.
When I arrived, the work was shoddy and half done. They didn’t have the part, so the bag was half fixed. They could have let me know earlier.
I’ll be really pissed if the bag has a complete meltdown on my three week trip because if their half fix. If they make good on the repairs when I return, I’ll remove this review. For now, I am an unsatisfied customer.

I’ve been going to Kovac’s for years for any luggage repairs I need. They are professional, courteous and quick. It’s a great combination. I highly recommend them.

Recently went here to get my luggage stand pegs replaced since one was missing. The service was pretty quick. Only took a few days for repair. Dropped it off Saturday and picked it up on Wednesday. My luggage wasn’t quite ready when I went to pick it up as the salesperson noticed that the screws were a little loose, but I’m glad they took notice and quickly worked on getting it fixed before I left with it. Overall, I am happy with their service and would use their services again.

I love small businesses… they usually offer better prices, better service and you just feel good working with them. Since I’d rather not leave them a negative review, I’d like to let Kovacs know what could be done better in the future.
1) Call Me! — You gave me a quotation to repair my suitcase and told me that it would be ready in a week. I would have appreciated a courtesy call letting me know if the bag was or wasn’t ready (it wasn’t).
2) Answer My Call! — I called to check the status of my bag. The phone rings and rings and rings… well over 5 minutes in, without an answering machine or any acknowledgement, it keeps ringing… finally, an answer! What’s the deal? I’ve called a few times as I left my bag there for several weeks, and only once did I even get an answer. Please figure out a way to get that phone answered, as even an answering machine would give me some sense of hope.
3) Get Organized! — I expected a Mom & Pop biz when I walked in, but it’s weird coming into the store. Pure chaos in there… it’s a small, maybe 150 sq foot showroom, showcasing Briggs & Riley, North Face and other brands, but each of the 3 times I walked into the store, there was no one there. Rather, you were in the back (repairing bags, I imagine), leaving me waiting. You seemed annoyed that I would want my bag repaired… like there was some bigger customer you’d rather take care of and I was just there in your way. Dropping off my bag, checking on my bag, etc… what a mess. Speaking of a mess, please, hide your storage areas… I don’t want to see the stacks of what look like abandoned luggage as you try to find mine. I know you guys are older and don’t do that whole computer thing, but there’s a lot you could do to give the illusion of organization. My point is, it would be nice to feel like my bag is the only bag that has been misplaced. With the lack of phone support and then the 10+ minute to search for my bag, I was genuinely concerned.
Sell me with service. My experience was crap. Clearly you have plenty of happy customers, but I hope you can appreciate some honest feedback. Best of luck in the future.