Urban Traveler ripoff swindlers, sell used goods, claim only to deal in new merchandise, no product support, customer service, crooks, bad business, stay away! Roseville Minnesota

Hello all,

I must disagree with any one claiming that the service at Urban Traveller is anything but garbage.  I bought an Antler case for my mother as I am paying for her trip to England with the community jazz band that she is in.  I purchased it just before christmas and was slightly pleased with the case at the time but off put by Mr. van Dooijeweert sales tactics.  He continuously talks and does not listen to what you have to say.  Didn't matter at the time as I assumed I would never see the man again.  Before I go any further let me tell you that I have a BS in mechanical engineering and electrical engineering and I work for a major medical device manufacturer here in the Twin Cities.  In other words, simple directions are easy for me to follow. 

Here is where the issues start.  My mother contacts me to tell me that she is unable to turn one of the tumbler wheels on the lock.  I was fortunate enough to be heading to Sioux Falls (that is where my family is from) to attend my nephews graduation cerimonies so I was able to look into the issues she was having with the case.  Sure enough, one of the wheels on the lock barely turns.  My mother is almost 70 so I don't want her to have a case she can not operate.  I try turning the wheel to see if I could loosen up any potential metal or polimeric burrs that may still be in the locks tumblers from the manufacturing process.  that doesn't help.  The lock has the ability to be set to any combination that you wish it to be, so I tried to set the lock to see if that would free up the tumbler.  I set the combination exactly as it describes in the manual and the lock freezes and will not work.  The original combination does not work either.  No problem I think to my self, I will bring it back to Mr. van Dooijeweert and he will take care of me with a smile as he claimed.  This is where all the problems occur.  After explaining the issues Mr. van Dooijeweert trys to turn the tumbler wheel on the lock.  I can obviously see that he is having great difficulty in turning the lock but he claims that it works perfectly.  He then claims that I must be an idiot and had to have screwed up the lock mechanism by my stupidity.  What ever.  I am not too worried about some ones opinion of me.  He took the case and said that he would fix what I screwed up.  In the meantime my mom calls because we find out that all airlines accept 62" luggage and this Antler case is 67.5".  I get a call a week later saying that my case is fixed and I can pick it up.  I stop out there and his wife (the Asian lady) helps me.  She says they have reset the combination and fixed one of the roller wheels.  Roller wheels???  No, I say, the lock wheel needed to be fixed.  Sure enough the wheel still doesn't work.  His wife is truly concerned and appologetic and explains that Mr. van Dooijeweert is not in but will be soon.  No problem I can wait for him.  As of now I am completely patient and have a smile on my face.  Mr. van Dooijeweert arrives promtly and realizing who I am claims that I screwed every thing up in the lock but they were able to reset the combination.  I tell him that they didn't fix the wheel and he starts to get beligerent with me.  His voice raises and as he struggles to turn the wheel claims that it works perfectly.  Fine what ever.  So I start to ask him about the size.  I say to him, When I bought this case from you, you claimed that it would fit all airlines but from what I see the airlines only allow 62" cases and this is 67.5".  This is where he starts yelling at me.  I don't know where you get your numbers but this case is airline complient!!!!  Sir, I say to him, I got my numbers directly from 4 major airline websites.  THIS CASE IS AIRLINE COMPLIENT!!!, he yells at me.  Sir, you are not answering my ques.....THIS CASE IS AIRLINE COMPLIENT!!! He is now screaming at me.  At this point I almost snapped but I held back and calmed down.  Sir, you are not listening to my question.  I HAVE BEEN SELLING THIS SH#T FOR 40 YEARS I KNOW WHAT I AM TALKING ABOUT!!!  Sir, you are not listening to me, this case is 67.5" and airlines only accecpt 62".  I DON'T HAVE TIME TO DEAL WITH THIS SH#T.  MY WIFE GIVES ME A HONEYDO LIST AND I DON'T F'N HAVE TIME FOR THIS!!!  Not sure why his wife has anything to do with our interaction but he seemed to think that she was the cause of his bad day or something.  He proceeds to pull out a tape measure and toss it around the case (scratching it numerous times) claiming numbers that are not even close.  At this point I realize that this guy is nothing more than a peddler in crap merchandise.  He wants to make one sale and never deal with the customer again.  I took the case and left his shop.  I have never been treated so rudely as I was by Mr. van Dooijeweert.  I must strongly suggest to all people to avoid Urban Traveller at all costs. 

Dear Urban Traveler:

I couldn't disagree more with the assertion that Urban Traveler sells used goods or is otherwise unfair in trade practices.  I cite the following circumstances as evidence of my rebuttal to the report filed by a WI gentleman.

1. Custom Orders

Any company that bends over backwards to order custom made items is by definition not a used goods retailer.  I was a Maid of Honor in my best friends wedding, which was a destination wedding in Cancun, Mexico this April 2011.  I was making bridesmaid gift bags for the girls and custom ordered 6 matching pink leather passport cases.

2.  Unique Items

I bought a 17.5" laptop and it didn't fit in an old carry on luggage of mine that I had used previously for a smaller laptop I purchased years ago. I opted for the largest screen I could afford on this new laptop so that I had a decent screen to watch movies online, streaming through Netflix. I looked at Target and Best Buy for cases but none of these fit. All stated that they were for the 17" size.

I was relieved to recall that Urban Traveler would probably have what I needed. Of course they did. Not only are they super knowledgeable about their products, but the laptop case is high-end, definitely brand new, and was a great deal...actually, a steal and I couldn't be happier with my purchase. The owner who has been with this company, in this field since the mid 80's is extremely knowledgeable about trends in the technology associated with traveling goods and support items.  In addition, he is very kind and helpful. He remembers me every time I go into this store and what my agenda was (traveling for the wedding).

3.  Quality Items and Merchandising

It is more than obvious for anybody who walks into this store just how gorgeous, brand new, and appealing all their products are.  Their merchandising is impeccable and artistically arranged and maintained. I've worked retail before, and know how challenging it can be.  The diversity and quality of their goods is very appealing. 

4.  Clearance Items and Consumers Expectation of Returns

In most retail stores there are items that may not sell fast enough or at high enough volumes to justify keeping the item in stock. When this occurs, items are drastically discounted or placed on clearance.  In no way shape or form does that mean that a retail store as a whole sells used goods because they have a clearance item that has some damages. Making that leap from an isolated good to a statement of the store as a whole is what is called and "ecological fallacy" (in philosophical logic and sociology/statistics -  this is the scientific term for an erroneous assumption made by moving from one case to the whole group).

As most people know, clearance items typically non-refundable.  The store owner did offer to allow for a return during a 30-day period.  This is generous given that it was a last of its kind item sold with a 10% discount.  The gentleman making the report sites is busy schedule as a reason this was not a good enough solution.  These are the rules we consumers are all subject to and his "busy schedule" does not make him special as to where these standard operating procedures that 99% of retailers use, would not apply to him. 

Last of its kind items (shop owner did state this was the last one), are typically placed on clearance.  The offer for a 10% discount is reasonable. 

What else I find odd is that the consumer noticed scratches but didn't see the "true condition" of the clock because of abnormal lighting. I find this hard to believe.  The lighting in this store is not so dark that one cannot see.  If one has problems seeing in this interior lighting, they ought to have somebody with better eyesight accompany them to make purchases in the first place.

I'm unclear as to why this gentleman expected something different.  If he was unhappy with what he paid for the clock given scratches or other wear which was not noticed at the time of purchase, he needs to recall that this was a last of its kind item on clearance and what remedies, if any, are typically offered.

Perhaps if he had more realistic expectations for compensation (perhaps in-store credit or similar request for a % discount a different item in the future), the shop owner may have been willing to offer a solution.   However, the consumer demanded that the shop owner travel outside the region, many miles into another state to exchange or return an item.  This is NOT a realistic expectation. No retailer would do this - they couldn't stay in business.  The consumer must always return to the store where it was purchased, or in event of a chain, a participating store.

There is no mention of this consumer attempting to send the clock into the manufacturer for a replacement or fix.  Why was this not attempted?  And, who is to say additional damage didn't happen upon route home.

5. Staying Power

This retailer, Urban Traveler, has been in the Rosedale Commons spot since the mid 1980's. I want to say their truck says "Since 1983" on it.  I was raised in Roseville, Minnesota, my whole life.  I fondly recall this cool store and always enjoy browsing in it as I plan my next vacation destination.  It has staying power!

Any retailer that had the poor business practices or unfair trade policies that this gentleman asserts, certainly wouldn't have lasted this many years.  Further there would be more reports of this nature against them.  This is the only report I can see issued.

Summary

I encourage anybody in the Twin Cities to visit Urban Traveler.  They DO NOT sell used goods. That is just plain false.  Not only have they custom ordered items for me, but they carry solutions for harder to fit products, such as my new larger than average laptop. 

When the kind and knowledgeable staff found out what I was doing for the Bridesmaids, they brainstormed and packaged the items in a special fashion so that my gift bags would turn out incredibly cute.  How fun!  This was above and beyond my expectations.

Urban Traveler has staying power, having been in business since 1983.  This is a testimony in and of itself.  They have survived near Rosedale despite the past couple years of an economic downturn. I do attribute this fact to the unique niche market that they hold, and their kind, knowledgeable staff. 

Happy Traveling!
MKB