TUMI Reviews 219

The worst value for the price and the very worst customer service ever!
I ordered a carry on and a large checked bag. The zippers kept giving me a hard time like cheap bags, and the checked bag is unbalanced unless you fill the whole bag completely, and in that case it would be overweight!
The bag kept tipping forward.
I contacted customer service, first they tried to brush me off, then after many many emails they sent me the return labels. I returned both luggages immediately, but they refunded me $750 for the small one and never refunded me the $990 for the large one! TUMI company is just awful! quality went down, their prices are exagerated and you can't even reach customer service by phone! When you contact their customer service by email, you wait forever for a response and then you receive a BS response! In the end I had to dispute the transaction with my bank using the return delivery proof...what a waste of time and energy, I will never buy from Tumi again.

Bought briefcase at Tumi store in Houston Airport , showed the assistant from website case i wanted , get home to UK and its the wrong case they packed . Tumi in Regent street simply to unhelpful told to contact store in Houston . Second rate customer care , second rate global brand . If you sell globally especially at international airports at least have a returns policy that works globally . Very very disappointed ☹️

TO ME they are a not a luxury brand, the product quality is marginal, the price is premium and their service and warranty is the worst in the industry. They just pulled a bait and switch on a warranty claim so never again. I sent them a bag that couldn't be repaired and they sent me a cheap, low-end model in the same size. A $600 lesser value. They are dead TUMI!!

They are scamming people when it comes to say they are going to give you free gift. One big scam.

I ordered something through this company and they charged my debit card. And they knew they were out of the product, and now they say I won't get a refund for over a month. This company is deceitful, is not good! I will never use it again.

Had a Tumi carry-on, the wheel rubber actually peeled off in the airport! Embarrassing and unfortunately on my way out, so all trip I was struggling. I didn't ditch it and by another because Tumi is a reputable company, right? I came back and hit the Tumi store, paid for shipping out and then they said, out of warranty. I discussed the fact the rubber wheels falling apart was a defect issue. No go. After they told me I'd have to pay $125 to repair, I declined so they offered me $85 towards a new bag. Why not just fix the wheels? Will not buy Tumi again, there are so many other options.

1300 euro suitcase had its handle snapped into 2 pieces after just 4 fights. Complete garbage. Used to be a loyal customer but no more. Goodbye Tumi.

I purchased a work computer backpack from TUMI, expecting the high quality their products are known for. Unfortunately, the backpack fell short of those standards. I contacted TUMI the same day I received the product, only to be told that their hidden return policy prevents me from returning it. A return policy shouldn't need to be scrutinized if the product meets expectations.

Despite reaching out twice to resolve the issue, TUMI showed no interest in making it right. For a $400 bag, I expected better quality and customer service. Instead, it seems they prioritize profits over customer satisfaction. I won’t be shopping with TUMI again and wouldn’t recommend them to others.

Our recent visit to the Tumi outlet store in Tampa was exceptional. The store offers a diverse selection of premium Tumi products at competitive prices, making it an excellent destination for quality travel essentials.

What truly stood out was the outstanding customer service. The staff was knowledgeable, professional, and genuinely helpful, ensuring a seamless and enjoyable shopping experience.

For those seeking high-end travel gear with top-tier service, the Tumi outlet in Tampa is highly recommended.

So I have this expensive, hard-sided Tumi suitcase that is probably 5 years old. The top handle just snapped in half on my last trip. So I sent it to the Tumi repair center. It's a handle, right? The TOP handle. They said it couldn't be repaired because the "parts were obsolete." It's a STRIP OF PLASTIC!!!! They offered me $120 off a new suitcase. Sooo unacceptable. This is just wrong. A perfectly good suitcase in the landfill for a broken plastic handle....

Only had this luggage 18 months and already the handle broke, the luggage tag broke, the zipper broke, and the fabric pocket detached. I’ve been trying to get my money back, or a replacement but they are so difficult at Tumi. The csr does not care, just keeps feeling me to ship this huge luggage to them. I will NEVER buy from Tumi again.

They have great products. Other then having to be on hold for a while to speak to someone over the phone. They were able to resolve my case well. Very Satisfied with the warranty and resolution. Love the briefcase.

Had an issue with a damaged product (completely my doing) and contacted Tumi for a repair, the full service was brilliant, including the initial communications, updates throughout and shipping.
Special shoutout to Sascha and Wilma who assisted.

Just don't buy Tumi if you want customer service response.
I bought a Tumi back pack years ago from Selfidges London with a lifetime warranty.

the grap handle came off but I had it fixed myself.

now all the tabs have broken and I have emailed customer care in Australia asking for new tabs.

no response at all.

I purchased a Dakota bag some years ago that came with a Lifetime Warranty. The telescopic handle broke. I sent it back for repairs. First they said it was out of warranty. I sent them a copy of the Lifetime Warranty that came with the bag. Then they said they couldn't get the parts. When my Briggs and Riley bag (also with a Lifetime Warranty) of the same age had the same problem, they fixed it promptly at no cost. Lesson learned. If you are going to spend that much for a bag, get a Briggs and Riley. They will honor their Lifetime Warranty.

Terrible customer service, they send you from one store to another for getting Tumi laptop bag gift wrapped and coincidently all stores run out of gift boxes the same time!!!!
I hopped to 3 stores at different locations and a pity you pay for their stuff but poor customer service!!!

I am very disappointed with tumi customer service. Tumi is good brand but they have horrible customer service. I try to reach them by the they put me hold 1 hours. I paid 90 dollars express shipping. I didn’t receive my order they don’t answer phone and they don’t respond email and chat. I am very disappointed they have worst customer service it is very shame for tumi. If you are sale expensive item. Why u cant have good customer service.

Taken 2 lots of £32 out my bank with nothing being sent ..
I want money back but impossible they take but don't give it back now baned xxx

I had a Tumi suitcase for a while. I loved it but the zipper broke and the wheels stopped working properly. I went into the store to get it repaired. They charged me $25 just to have them look at it, only to be told it was not repairable and that they would give me $150 gift card and they’d throw it out. $150?!?! Their cheapest hard shell carry on replacement is $750. Most are >$1,000. They think I’ll be a loyal customer after this joke of a resolution? Doesn’t even cover the taxes of a new bag.

If you’re considering investing in a TUMI bag, think twice. My experience with their so-called "premium" brand has been nothing short of infuriating and disappointing.

I purchased a TUMI suitcase in March 2023 from their Coral Gables location, expecting it to last for years based on their high prices and advertised quality. However, within just 1.5 years and minimal use, the zipper broke, rendering the bag useless. Despite their warranty clearly stating coverage for zippers under “normal wear and tear,” TUMI refused to honor it. Their repair team deemed the bag “unrepairable” and instead offered a $550 credit — a fraction of the bag’s value — contingent on me purchasing another TUMI product. Essentially, they wanted me to buy my way out of their faulty craftsmanship.

Repeated attempts to address the issue, including referencing their own warranty terms, fell on deaf ears. Their responses were robotic and dismissive, with no real concern for customer satisfaction or the integrity of their products. They’ve made it clear they prioritize their bottom line over honoring commitments or retaining loyal customers.

I’ve spent thousands on TUMI products, but this will be my last purchase from them. A brand that charges premium prices for subpar quality and fails to stand by its warranties isn’t worth your time or money. If you want luggage that lasts and a company that values its customers, look elsewhere. TUMI’s reputation as a high-quality brand is nothing but expensive marketing.