TUMI Reviews 219

Bad Customer Service
On 22nd Feb 2023, I had return my bag and request for refund. After inspection tumi refuse and rejected my request. However they didn't post and return my bag to me. No one follow up for that, until I had again sending email and checking with them on 25th Mar 2023. Luckily I got back my bag on 27th Mar 2023. I was wondering if I didn't send the last email, will my bag get lost???? Please think again, again and again before buying this brand. There are many others brand can be your choice. Not the brand that selling at high price and pretend they have a team of customer service but can't help when something happen.

Very poor customer service in dubai don’t know anything no work ethics also the shipping company who’s affiliated with them poor customer service they don’t know anything. So disappointed with this people the company paid them to work but for them its nothing, your not supposed to be in the customer service you don’t know what to do.. really poor work ethics and the shipping company that they affiliate is so cheap for sure. Rate to this is ZERO

Great service!
Excellent warranty. Thank you Falko and Tumi team Roermond!

Absolutely brilliant and why people are rating this co like they are tells me they have no experience of the brand or their customer service . I have had the products from 2000 and in fact still have all the items I Purchased today . A handle broke on one item and well they bent over backwards to help and repair it including posting the item to Germany . Please guys review co fairly not on what u think u know

You judge a company not just on the quality of the products but the attitude towards customers post sale. Tumi products are fantastic but very expensive and frankly anything but cool! The other day I participated in a ten minute online survey because they said you’d receive a ‘small modular pouch’ (a zip up phone leads case to you and me) worth around £50. Fair offer I thought. However, upon completing the survey it said you had to visit one of only two stores in London to collect it. Being in the vicinity of one of them - the Royal Exchange I went in to collect on March 3rd having been told they were available from 2nd March. Upon arrival I was told ‘really sorry they’ve all gone’ - seriously - a day after they arrived? Clearly they never had any in stock - it was a complete scam unlike any I’ve come across but a very good one. Promises fools like me a modest reward for doing something for them but in the small print say ‘subject to stock availability!’ Therefore, because the reward is ‘out of stock’ they don’t actually have to give anything away and there is nothing you can do about it - a very brilliant con wrapped up as marketing T&C’s. However, when I checked on the online store I discovered they had plenty in stock - but you can’t have any online - even more clever. I’ve sent my complaint and said I expect them to send me one directly from the online site - watch this space and see if they do! I’m not holding my breath. I’ve been a loyal customer for twenty years so it is disappointing that they want to exploit the very people who they contacted because they were good customers. I also noticed that it was a Ipsos who were conducting the survey. I think there may have been a breach of data here because I have never given them my permission to pass on my details. I’m looking into that from a legal perspective. Anyway, the products I can’t argue with (other than the price) but just like with a car manufacturer you don’t just judge them on their vehicles but as much on the after sales service. Sadly, Tumi’ your after sales service is terrible. You should be ashamed of yourselves. Watch this space but I suggest you can get equally good luggage at a fraction of the price and a damn site more stylish. DY
P.S. the ipsos survey was all about what new things they could do - sounds like they think their stuff is totally un cool as well and they are desperate to move into other areas - like clothing! Imagine wearing a Tumi designed outfit! Suggests to me their business is on its knees which is why I don’t know why you’re hoodwinking your loyal (but ageing) customers but congrats to the marketing guys - I fell for it hook line and sinker!

So I have a Tumi Alpha Continental Expandable 4 Wheeled Carry-On with two stuck zippers. One was crushed by the airline so it doesn't slide like it is suppose to and the other has damage to one side of the zipper so it doesn't slide. It cost me $25 to send and now they say they can't fix the two issues, (which are fixable in my mind) and want me to reach out to customer service for my "options" (BTW, the wheels are terrible and impossible to push/pull on carpet; my partner's Rowenta rolls like a dream). I am sure they want me to buy a new bag at significantly higher price than I paid for the original - I hope they don't want me to pay return mail (I am sure my tailor/shoemaker can repair).. Really sad... I have 7 Tumi pieces and this is the first one to need repair or resolution... not happy with Tumi response... In reading others comment, my experience seems sadly spot on with others.... I was looking at a comparable suitcase and we are talking 900-1000 for something with limited warranty and based on current experience questionable customer service. For others thinking Tumi - it is beautiful but it is not clear that they will be there is your zipper is broken...

Horrible experience. For other consumers to understand how it was, I laid out a timeline:

Jan 19th - Bought a product at the website
Jan 30th - Didn't receive the product and sent an e-mail requesting information
Jan 31st - Received a reply that it was out of stock and that they would send Feb 17
Feb 22nd - Didn't receive the product and sent an e-mail requesting an update
Feb 22nd - Received an automatic e-mail that the product has been shipped
Feb 23rd - Received a reply saying the order wasn't fulfilled due to a payment declined (?????), and the person didn't offer any additional help

While all this happened, my credit card was charged.

This was one of the worst experiences I have ever had with a brand. It's unbelievable how a company with that much brand equity doesn't care about customers. It's very clear now why people I know are leaving Tumi to go to Briggs & Riley. I'll probably do the same the next time I need to buy luggage items.

I have 4 Tumi suitcases. One I never use so that leaves three I can write about. The quality has been terrible. The handles have pulled of on several occasions and have been repaired several times over the years. I have a 21 year old Samsonite that I don't use anymore because it's just dated, but for a fraction of the price it has far outlasted my Tumi's. After taking them in for service and the handles coming off again, I decided to try to fix it myself. I took out the lining and found a bunch of screws and washers laying at the bottom of all of the suitcases. I screwed them all back on and checked all the other screws. They were almost all loose. That included the screws that held the wheels and plastic trim on them. I don't even travel that much. Heed my warning. I will never purchase Tumi suitcases again. Going cheap next time.

Our Tumi wheeled briefcase, which is as good as the day it was purchased a long time ago, had a 'Sex' screw fitting for the telescopic handle work loose and was lost.
After giving details of the case and lost part online Tumi customer service, without hesitation, sent the replacement fitting plus a spare in short order.
Thanks!

I order my Tumi International Duai in December. I supposed to received on January 5, after I got message that will be deliver 15 of Jnuary.....after my 6 contact with Tumi by text message i did not got any answer from customer service. I called today , customer service representative put me on the hold and after 10 min. waiting on line she said that she will process my case to manager, because she doesn't know what is going now. Not good customer service..........I am waiting for manager call me........

Horrible customer service. Very rude! Spent over $10,000 and had a few problems that was their fault and treated me very badly.

Bought a Tech product from Tumi. Both handles snapped off. Both Hong Kong & Bangkok could not repair (no parts for this product). Found a Luggage repair company in Bangkok perfectly repaired for 20US$.

Outstanding, excellent, perfect service!!!!!

Edwin Correa is by far the best sales rep in the history of sales representatives!!

Mr. Edwin Correa's professionalism raised the bar for the rest.

Thank you Edwin Correa of the Bellevue, Wa. Tumi Store!

Best,
Jimmy Rodgers

I have an International Carry-On Tumi. Tumi has always been GREAT to me. The first one had was damaged during a trip and one corner was completely crushed. When I brought it into TUMI, they took it back and replaced it with a brand new one. Recently, I returned from a very long trip to find the built-in lock was broken and part of it was missing. I sent it back to the repair center and even though it had many trips on it (based on the number of airline tracking stickers on it), they replaced it again under warranty. I'd say that's awesome customer service.

No customer service at all
For more than six months there has been no response whatsoever: emails are not answered, the telephone number indicated on the website and on the return document is outdated.
This business behaviour is in no way in line with the high prices of the products.
This was a one-time purchase which will not be repeated. Total disappointment.

Quality and service below expectations. Customer service has been ignoring my emails for the past 6 months.
Luggage had a broken wheel. Tumi offered to fix it and sent me a shipping label. After analyzing the article, they decided fixing wasn’t possible and kept the article in
exchange of a discount voucher - which they never provided. Had followed up several times for the past 6 months, with no replies.

From what I was told TUMI Singapore has since reverted back to its principal and is managed out of Hong Kong.

Previously, doing simple repairs like a handle replacement was simple and fast - pop into a store and its done in 5 mins.

Now, I have written emails to them, tried calling. Its been more than a week and they have yet to respond as to how they would be fixing a busted handle.

Its no wonder, less and less people I know still use TUMI.

The TUMI store in downtown Chicago on Michigan Ave was amazing! Thomas & Maria were a wonderful help. They were able to repair my bag right there IN store. And gave me a beautiful monogram for the suitcase. They were so kind & helpful!

Ordered the $700 Esports 17 backpack with a built in USB-C port. Tumi has now sent me two bags with a USB-A port. My friend had the same experience with his replacement. We are under the impression Tumi is engaged in deceptive practices and suspect there is no USB-C bag, or they are clearing out old inventory on unsuspecting customers.

Tumi assured me quality assurance would confirm this replacement had a USB-C port as advertised. Why was this not done? USB-C and USB-A look nothing alike. If Tumi’s QA team cannot differentiate between these two ports they should not be working in QA.

This is a very disappointing customer experience for a $700 bag. This was my first Tumi purchase and it is likely to be my last.

I had a sticky problem with my Tumi hand luggage during my trip to New York in July earlier this year. I had tried to resolve the problem with the handles of my case in my London base without much luck. So i paid the Tumi shop at 10 Columbus Circle in NY a visit.
I was attended to in almost courteous and professional way by the store manager,William Sullivan. He solved the problem in an instant,as if it was never really a problem in the first place. This guy was an absolute expert in Tumi merchandise. He knew all his products backwards.Friendly and decent and full of candour William clearly loves his job and is a customer pleaser. I shall be buying more Tumi stuff from him on my next visit to NY for sure.