TUMI Reviews 219

Absolutely terrible customer service at Mall of the Emirates Dubai branch .
They charged my credit card twice and still have not refunded me 3 weeks later .

They have no customer service department to communicate with and deal with complaints.

Absolutely horrendous customer service.I could not believe my ears when I was told "the manager is not available as she is in the kitchen". I had tried to get in touch with them from the moment I placed the order but received no answer. When finally getting a hold of them, I was told my order was not processed and no tracking number was generated when I asked to cancel the order. 10 mins later informed it has been shipped. I still did not get any tracking or shipment confirmation. It is shocking that a brand has such poor customer service. Will never purchase again. The brand really needs to look into their customer care service.

Customer service is unbelievable good. A suitcase is a suitcase. I live out of mine for 350 days a year so why not buy a nice one. After 8 years of this intensive juse it’s still going strong without any problems. Sadly during a plane ride got my suitcase with the handle snapped😔 thinking it was the end and already Looking for a new one I contacted custumer service with The prompt response: can you bring it to your closest dealer or ship it to us we will get you sorted. As I couldn’t mis it I asked if they could send me the part so I can fix it myself. 2 days later part arrived free of charge no questions asked for an 8 year old suitcase!

Tumi has made it possible for my company. BlingwithGlow to start my own jewelry business.
My experience has been at 8 out of 10

Terrible brand and even worse service
TUMI luggage is not solid at all — it breaks easily despite the high price. When issues happen, they refuse to take responsibility and customer service is useless. Absolutely not worth the money.

As a Vice President for a human services organization, I spend 80–90% of my time traveling to support business locations across the country. My luggage isn’t just a convenience—it’s a necessity. Over the years, I’ve relied on recommendations from trusted colleagues and family members to find gear that can withstand the rigors of constant travel. TUMI has long been a name synonymous with quality and reliability. Or at least, it used to be.

Recently, I encountered a deeply disappointing experience that has left me questioning everything I thought I knew about the brand. With an urgent flight approaching, I visited the TUMI store in Cabazon, CA, hoping to resolve an issue with my luggage—an item still under warranty. What followed was a cascade of indifference and inconvenience.

After speaking with a junior associate and then the store manager, I was met not with solutions, but with a recitation of the warranty policy that felt more like a legal disclaimer than a customer service interaction. I asked about an exchange or onsite repair, only to be told that this location doesn’t offer either. Instead, I was advised to drive to another store miles away or pay to ship my luggage for evaluation—despite it being within the warranty period.

This is the “TUMI Difference”? The brand that claims to design for the traveler, that touts exceptional quality and performance, couldn’t offer basic support at a flagship outlet. The disconnect between their marketing and my lived experience is staggering.

TUMI, once a beacon of craftsmanship and customer care, seems to have lost its way—at least at the Cabazon location. For a company that built its reputation on empowering journeys, this felt like a roadblock. Management and associates alike should take note: travelers need more than sleek designs. We need service, accountability, and respect.

To fellow travelers: buyer beware. The TUMI you think you’re getting may not be the TUMI you’ll experience.

Horrendous service. Bought a £500+ pound hand carry. It’s failed to function and had a fault. On the first trip. Now they expect me to go to their regent street store to get it fixed. How is this company operating a premium brand is beyond me. A customer who can spend this kind of money can literally burn the bag and tell this brand to shuv their product where the sun doesn’t shine. Absolutely disgusting product, pricing and after sales service

Review for Susan & Arthur at Tumi store on Michigan Avenue, Chicago: I am in from the UK for a week and my Samsonite suitcase lock had got jammed. My hotel could not help. Tumi staff solved the problem in 3 minutes with a small screwdriver and a letter opener! The lock popped open. Great staff, technically competent and very polite. THANKS!

I posted a review at the TUMI website for a $1,500 carry-on that I bought in January 2025 and I realized today that it was never posted, I got a confirmation email from the Customer Service Dept, it was received on 2/26/25 so they are manipulating the reviews so potential customer only see the 5 star reviews, I am a big Tumi customer and have several suitcases and handbags however this carry-on that I bought is heavy and the wheels are not that good.

Only after 2 months after purchasing my
Carry on for $1200.00 USDollars , The combination lock did not work. I brought it into tumi to the nearest airport and they said, i'm sorry that I can only go to the one that I purchased it at. That's one of the reasons why I purchased my luggage, so that if anything happened to it, I would be easley repaired because of so many stores. To find out that each store is independently owned and does not warranty other stores. I will never buy from Tumi again. Since the customer service in the USA did not handle my problem, and and now i'm stuck with an expensive piece of luggage that will not lock.

A zipper broke on my bag after two years. I live in China and was told it will take 6-8 weeks to fix. This is a bag I use daily for work and the fix can’t take more than 30 minutes in their repair center. I’ve been loyal to TUMI for 10 years but in the future I will definitely shop around for other brands next time I need to replace my bag.

DO NOT BUY FROM THIS WEBSITE – SCAM!

I bought three handbags online, and they charged my card immediately. The order was never processed. They claim my billing address didn’t match the card, which is simply not true.

It’s been two weeks, and I’m still waiting for my refund. Every time I reach out, they just say “wait 3 to 5 business days.” No real answers, no real help. Just lies and delays.

This is a complete scam. They take your money and give you nothing in return.
Avoid this site at all costs. Total fraud.

Tumi may pride itself on “world-class customer service,” but my experience has been anything but. As someone who has purchased eight Tumi luggage pieces over the past twelve years, I’ve never been more disappointed.

A wheel broke on both a carry-on and a checked bag, and when I contacted customer service for repairs, I was told both were out of warranty—without any alternative solution offered. I followed up to ask where I could purchase replacement wheels and received no response. It’s now been twelve days of silence.

If you’re considering spending over $1,000 on luggage, be prepared for premium pricing without the premium service. I can no longer recommend Tumi.

I’m genuinely shocked — and disappointed — by what I experienced with TUMI. I expected premium quality and service. What I received was anything but.

The luggage arrived with defects: the lock was malfunctioning right out of the box. That alone raised questions about quality control. Why is a product in this condition even shipped to a customer — especially at this price point?

Then came the real shock: customer service. Deceptive, dismissive, and evasive. They ignored parts of my messages, acknowledged the issue only partially, and then forgot to repair it before sending the luggage back. The final insult? They sent me a repair kit and asked me to fix it myself — after I had spent over a thousand euros on what’s supposed to be “luxury” luggage.

This is not how a luxury brand behaves. There was no accountability, no proactive resolution, and certainly no sense of premium service. A last-minute 10% discount was offered as compensation, but even that wasn’t honored.

TUMI may once have stood for quality. Not anymore. Based on this experience, it’s clear: this is no longer a luxury brand.

Dear TUMI Team,

I am writing to formally raise a concern regarding a backpack I purchased from your TUMI store located at:

TUMI Ginza 5-Chome
5 Chome-6-10 Ginza,
Chuo City, Tokyo 104-0061, Japan

I bought this backpack on 25 May 2025, and within just 10 days of regular use, I have already noticed significant threading coming off from the base where the bag rests. I have attached images highlighting the issue for your reference.

This is quite disappointing, especially considering TUMI’s global reputation for quality and craftsmanship. I had not expected such a flaw in a premium product.

As advised by your team in India, I visited the TUMI store at DLF Emporio, New Delhi, where I was issued a repair request (Receipt Attached). However, I must stress that this is not a case for repair – it is a quality defect in a recently purchased item. Hence, I kindly urge you to replace the bag immediately to uphold the brand trust I’ve always had in TUMI.

Looking forward to a prompt and positive response.

I bought a large roll-on, $1300 and 12 months later the handle comes apart. Now they tell me I don’t have a warranty. We bought 6 bags. Next stop Rimowa.

They don't really provide long term support. I have sent bags back to get new wheels when the rubber wears off. They claim the wheels are obsolete and the bag cannot be repaired. They could have checked by serial number without having me send the bag in to repair facility which cost a lot. Briggs and Riley makes a much better product and they truly offer lifetime repairs that they honor.

Cheap products that are overpriced. I ordered almost $1k in products that arrived in “Made in Vietnam” boxes! There was absolutely no presentation, no gift bag, and no order materials. Customer service is terrible and they do not properly manage issues. Save your money and buy from Shein!

Great customer service and warranty. I had an issue with my backpack I purchased 3 years ago and I received a credit for the full value to purchase a replacement. I ordered a replacement (with monogrammed tag) and it arrived next day! Very happy with the resolution (thank you Pia for your help) and quality of the new bag seems great.

They did not honor their warranty. They did not even try to help. They offered a gift card for 200$ in exchange for keeping my backpack. This is less than half of the original backpack meanwhile the new “similar” bags were made of worse materials much less stylish and cost about 600-725. Also the customer service people were very rude and purposefully difficult. Not at all a luxury experience… Why would anyone want a gift card to buy another one of their products after being treated so poorly.