TUMI Reviews 219

Very disappointing - won't buy Tumi luggage again.

I checked my luggage on a recent flight and when it came back on the luggage carousel, the top handle was missing. Because of Tumi's lifetime repairs, I drove to the store to get it repaired.

At the store, they informed me that I would have to pay $25 to send the luggage in for repair.

A couple weeks later, I was notified by email that the repair would cost $35, plus another $25 to ship it back to me. At that point, my cheapest option was to decline the repair and spend a total of $50 just to get my broken luggage back?

Total scam!

I spent $600 on a Tumi backpack a few years ago. The strap then broke, and when I took it back to Tumi, where I was told upon purchase, I had a lifetime guarantee, they sent it back to the factory. They then called me and let me know that they would be able to offer me a $250 Gift certificate in exchange for the bag, because that bag was no longer made and was not repairable. Not really sure how that helps me purchase a new bag, that did cost 600 dollars four years ago but now costs over 850. They were quite reluctant when I asked them to just send the bag back to me, and I would get it fixed myself. Ultimately they did that, and, I took it to paradise bags, in Denver, Colorado, and they fixed it for me for $45. What an offensive and fraudulent offer and waste of my
Time.

Worst service ever. I ordered two bags from Tumi.com. The package that arrived had been beaten so badly that I was amazed that it actually made it to me. The box had been used three time previously. I was astonished. The bags did not arrive in individual boxes but merely the shipping bags. The return process has been abysmal. I called Tumi and was put on hold for over 15 minutes and when I opted for the text message - it cut me off the call and never sent the text. I have now been waiting 11 days since Tumi received my return for my refund. I now have to wait another 48 hours for the returns department to contact the agent who will then hopefully contact me with whether or not I get my money back. While I really like Tumi products, I can't take the risk of actually buying a product after this experience. I strongly suggest that people avoid the website for purchases because Tumi certainly does not respect those customers

Their customer service is horrid. It does not exist. They won’t respond over email or phone. my $800 piece of luggage broke after a year and a half and I started posting about the issue on Instagram and now they blocked me.

Tumi customer service and repair center are amazing! I bought a bag many years ago and the wheels broke. They immediately repaired them under warranty without any additional cost incurred. And last but not least, they exchange the wheels in a super fast timing. This is why I love using this brand!

Worst experience ever. I bought a TUMI backpack in Jan 2022. One of the zippers broke in Oct 2023 so I took it to a TUMI store for repairs. They shipped it to a location in PHX, Arizona. Two days after they received it in Phoenix, I get an email stating that the bag cannot be repaired. As a remediation, they offered to give me the same bag (a new one) for $595. I originally paid $725 and they can't fix a zipper? But they want me to pay more for another bag??

All of it left a bad taste in my mouth and now I vow never to buy TUMI again. I'm switching to Briggs.

I read another similar review so it seems if you're in London you get a better experience than the US...

I bought a TUMI suitcase about ten years ago and it’s been a faithful friend through many travels ever since. Last year on a trip to Turkey the zip securing the case failed at one end. I was still able to use the case but the zip needed replacement.
I took the case to the TUMI store in Regent Street, London and they sent it to Germany for repair. Today, I had an email from the service centre to say that my case was repaired and would be returned direct to my home via UPS. And there was no charge for this.
That is great service.

Worst client service. The staff is very unfriendly. Specially at Ion Orchard Singapore. Will request all buyers to be aware of the brand as it is not reliable

Received Tumi luggage and tried to get monogram patches through customer service since no close Tumi store. Told it could be done for free via mailing with tracer numbers from bags. Sent tracer id’s from six bags. Tumi’s response changed to $5 plus tax charge for patches. Questioned why charge for six after being told it was free. Couldn’t get through during stated business hours - message no one is in the office. Customer service’s email responded that they’d now expect payment for each one.I don’t appreciate the change in policy???? Or, being told different stories. For that amount of money they should just send the patches and be available when they’re supposed to have service hours.

Takes too long to receive, better off going to westfields, not doing this again 2 weeks and waiting for two shirts, Hell No.

I bought a backpack while on a recent trip and realized when I got home the zipper is defective. The backpack is brand new and within the 30 day warranty period. I have the receipt and tracking ID. Tumi will only offer a repair that takes 3 weeks…
It seems the service and quality that were part of Tumi is gone. Customer Service won’t provide any other response.

I’m am so terribly disappointed! Not only did a wheel fall off after my purchase the Tumi customer service is abhorrent. I took my bag to the store in North Austin while on my trip and they only offered to repair it which would take months. The sales lady knew my bag was the latest model and they offer no replacement bag or no new bag. So I took my bag back to Mexico where I live. It took almost 2 weeks for Tumi to decide whether or not they would fix it. Once I was approved for repair I shipped it off for an indeterminable time though they said at least a month. I contacted them again last week for an update and have still not gotten a response. I cannot believe I spent over a thousand dollars for this. Tumi needs to take a look at their policies and seriously update them. If a customer loses a wheel or the zipper breaks a replacement bag needs to be offered right away, no questions asked. I am going on 3 months without a suitcase. I travel weekly and this is unacceptable.

Purchased the alpha bravo wheel expandable duffle bag. This is the 5th Tumo bag we have.

Capacity is good.

It only has two wheels so it keeps tipping over when cornering and changing direction when walking. Its unstable and is not a smooth and easy wheel.

The 4 Wheel Worldwide Expandable Packing Case - Alpha 2 broke with a big hole in the bottom after some years of use. When I reached out to Tumi's London customer service, they assured me that getting a loaner bag wouldn't be an issue, which was crucial as I had to travel abroad for a 10-night photoshoot. However, it was disappointing that it took the Regent store a whole week to respond, and when they did, they only had carry-ons available. This was frustrating, especially since I had been told on the phone two weeks prior that it wouldn't be a problem.

Due to this experience, I have decided that I will never purchase another Tumi bag again.

Not worth the money. Handle snapped clean off the suit case in under 18 months of minimal use. Tumi basically refusing to collect the case even though it’s under warranty. One excuse after another. Terrible customer service.

Ordered 20 items didn’t know pictures for wall come in poster rolled up in tube. Bought a plaque. The words were backwards. I don’t think I will be ordering anything from you again

Tumi quality has gone downhill since the Samsonite acquisition. Tumi will not replace a defective handle that won't open or close. Save yourself some headaches and pick up a Rimowa, Briggs and Riley, or Away.

Took 5 weeks to refund $$$

The material flaked off the shoulder strap. I returned the backpack to the retail store, and they charged me to ship it back to Tumi . Tumi kept the backpack for 7 weeks then sent it back to the store and said they did not want to fix it. Even though I was willing to pay for them to replace the straps, they would not help me. Poor quality and horrendous customer service, will never purchase Tumi again.

We purchased 2 large rolling bags, 2 rolling carryons and 2 backpacks a few years ago. One handle broke shortly after we purchased it. We had to pay the ship the big bag back (about $70) to get it fixed. Recently the handle broke while in Europe, making the bag useless. I sent, and paid $25, for the bag to be returned to Tumi to be fixed. We purchase handles to fix the recent broken handle and bought an extra one for when the handle breaks again.
Here is the real issue. The hard sided rolling carryon cracked.we have never check it, we don’t travel a lot and we paid $25 to send it back to be repaired. It can’t be fixed. Tumi gave us a $200 voucher, which can’t buy much of anything and certainly not a new rolling suitcase. Plus we paid $25 to ship it back. It is a joke! I should have known when the 1st bag broke.