TUMI Reviews 219

Is there a less than 1? Received a bag for retirement but not for me. Website states ypu can return to any store with a gift receipt and although you cannot receive credit or money the credit will be refunded to the original card owner. Went to store in Eaton Center and the unprofessional staff wouldn't abide by the policy. They are making me give it back to my colleague to return it for credit. Unethical business practice and I will never buy anything from Tumi ever.

Do not buy TUMI anymore... Terrible, terrible customer service. I purchased a Tumi Alpha, short-trip, softside suitcase in November of 2021. In less than 9 month a hole developed in the fabric. The warranty says that if you have any damage in the first year TUMI will provide a replacement. Net/Net they offered what I paid at Nordstrom (although Nordstrom had increased their price by over $200 in the past 9 months) and told me they'd give me $660 that can be used ONLY on the Tumi site.... OK..... When I look at a comparable bag on their site, it's ~$900 USD. So this 100% warranty isn't a warranty at all. Nope. You do not get a comparable bag. My bag was considered a 'short trip, soft-side' suitcase and the prices on the TUMI site are from $895 to $1895. So I just asked for my old bag to come back. What a joke. You pay extra for Tumi's 'life time' warranty which isn't a warranty and not for life... I hear Briggs and Riley or Rimowa are better. NEVER AGAIN.

Tumi after sales services and customer services is one of the worst that I have ever seen out of so many luxury brands in the world. I bought a slim briefcase for my husband as a birthday present and the briefcase went out of shape after a few months of usage. One side of the briefcase lost it's support out of nowhere and it became dented and looks out of shape on one side of the bag. There was no reason for this to happen if the quality and workmanship of the bag is good. My husband only used it for paper documents and since it was a gift from his wife, obviously he has used it with care. Since the bag is still within the warranty period, I tried to email customer service to provide solutions on the repair services for the bag as the terms and conditions clearly stated that 'first year worry free, under normal wear and tear, you may send in the bag for repairs and if we can't fix it, we will provide a one for one exchange to either the same bag or another model of equal value'.
Sadly TUMI did not honour their terms and conditions, they pointed out that the bag was beyond repair from merely a photo of the bag that I sent them and they also mentioned that the bag will take the shape of what is being put in. Despite the fact that I have tried to explain that only paper documents were being put in to the briefcase and the bag was definitely not stuffed with bulky items, and if we were to misuse the bag, why did only one side of the bag became out of shape? I popped loads of questions to customer services via email, not only did they took their own sweet time to reply but each reply did not answered any of my questions from the previous email. Basically all their replies were a tone of 'Sorry there is nothing we will be doing for you. You bought an expensive bag there is a problem, too bad then deal with it. Even if it is under warranty, we are still going to be saying that it is your fault'.
I was clearly helpless and speechless on the whole situation. I thought calling in to the customer service hotline would enable a clearer communication and make things better, little did I expect that it almost drove me to my grave after speaking to the customer service agent on the phone. The customer service agents sounded uninterested and their tone spells unwillingness to help. Each time I called, they will make me repeat my whole story and while I was doing so, they do not sound sorry or empathetic to hear my plight, instead their monotonous voice only show me they are not willing to do anything and that I will just have to deal with it. Before the call was hanged up, they will only say that they will escalate my case and they will get back to me in a day or two to update me on the solution but NO, I have never once received an email or call from them to follow up with me or provide me with updates after weeks of conversing with them. It is always me having to call back and ask for updates by repeatedly telling my problems again and again. Nobody bothers to follow up and call or email me back.
The ultimate solution that I got from Tumi after calling them back ample times for updates were they will still not repair it, not replace it and they chose not to addressed the part on the terms and conditions stated under warranty being raised by me. The best they can do for me is providing me a 10% discount for my next purchase.
I was utterly speechless and i chose not to say anything anymore. They are a joke to be offering that kind of solution.
TUMI clearly is not worthy of being labelled as a prestigious and luxury brand. Their customer service is low class, impertinent, disrespectful, unsympathetic, cold and inutile. The workmanship is way below average and the quality provided clearly does not match it's high tier pricing. It is as good as a scammer company who do not honour their black and white brought across to their paying customers.
I clearly do not recommend TUMI to all of you who are considering to purchase any products from them. They are undeserving of even 1 star.

I will never again purchase a Tumi bag. After an extremely poor experience dealing with customer service and the repair team, I have a rather bad taste in my mouth about how Tumi operates and treats their customers. The repair was for a handle that just completely popped off mid-trip on a bag that was less than five years old. This does not speak to the luxury, high-quality excellence that Tumi preaches.

To top it off, when I expressed my frustration in a lengthy email to Tumi about the hassle and pure rudeness in dealing with the process to repair the bag, I only received an automated response. Just unreal that a brand would operate this way in a day and age where options are endless. This was certainly not my first Tumi bag, but I can assure you it was my last.

So besides using UPS for repairs and returning your luggage VERY dirty after "service", this luxury brand just pretend you forget the warranty they offered you when you bought the luggage.
I have been dealing with them for years just because my husband really loves the brand but this was the last time.
Never again, don't waste your money. TravelPro's are way better.

Tumi uses UPS, a shockingly awful company with an even more abysmal Trustpilot rating than Tumi, imagine that! Birds of a feather as they say.

I just have had my flight back repaired at Tumi Service Gmbh. I’m impressed over how fast it went and the shipping was paid by Tumi. They changed wheels, handle, and rim board - I expected to be charged for it but they did it free off charge, even though it all was do to wear 🤩
Thank you Tumi!

Worst company I have ever dealt with. Ordered a product online, returned it and have been fighting to get my money back for 3 weeks. I see they received the item back as I tracked it but they are telling me to contact my bank as the issue must be that end. What a scam. Will never purchase again. I order from pottery barn, Home Depot, Walmart, lowes, Amazon…you name it….never have to even call. Get the refund and an email confirming. Not Tumi. This company has horrible horrible service

I was a loyal fan of Tumi owning 10 bags/luggages over the past 20 years but deeply disappointed with the quality of the latest bag purchase in November 2019, not long before Covid outbreak in Mar 2020.

I bought the model 22602D2, TUMI Deluxe 4 Wheeled Laptop Brief Case at King Power, for THB30,000+. Proudly wheeled TUMI around the Bangkok international airport when travelling back to NZ, I did not realize that this was the first and last time I was able to wheel this bag.

Due to Covid, I stayed put in NZ until April 2022 when I finally travelled back to Bangkok. While at check in counter at Auckland airport, the handle was not responding, ie unable to pull up. I have no choice but to carry the bag all the way. The trip was 25 hours with transit in Singapore, the bag was heavy with two computers and iPad.

Once arrived in Thailand, I sent it to fix at Central Embassy but the fixing job is sub standard. The handle is still wobbly, shaky, and unable to stop at various steps. I demonstrated to the shop assistant and the lady said the company wouldn't be able to do anything but she witnessed and agreed that it was shaky and unstable. She said the only solution for recurring problem is to keep coming back to fix it until warranty expired. The quality of the handle is worse than cheap Chinese bag. It is definitely not worth the money. The 20 years of trust and faith I put in TUMI brand is destroyed permanently.

TUMI has turned a loyal fan and a proud TUMI owner to be an unsure and a nervous owner -- nervous because I know for sure the handle will betray me again, just a matter of when. Shocking quality indeed!!!!

By the way, I don't normally write a review but this time I feel compelled to let other people know before spending THB30,000+.

I’m off to Sydney next moth (first class) and wanted a really good travel bag/ruck sack. I went in to the Regent St, London branch today but left due to the pushy, horrible and aggressive staff. The bag I liked was almost £1000 but I’d have happily spent that had it not been for the staff member who was clearly hoping for a commission on the bag and followed me like my shadow. Where do they get these morons from? I’ll spend my money elsewhere!

Been a TUMI consumer for many years and first time that I started to look at other options due to how TUMI handled repairs in Bali Indonesia and their customer service. In reading other reviews, I also think TUMI has lots it's luxury edge. Broken wheel repaired and days later when traveling in the airport, the new wheel broke. Was embarrassed at the airport and when I asked for my money back for the repair, they told me no refund policy on repairs. Dissappointed in their policy and customer service as I have many TUMI bags, accessories etc. I will change over to new brand and begin a new collection. Hope TUMI changes to the old good days when they were top.

I bought a Tumi large Extended Trip 4 Wheeled Garment Bag 2 years ago. After light travel, the top where the handle is became delaminated.. returned to Tumi with receipt. They say its unrepairable and offered me $540 towards a new bag... ???? Their website shows my bag that was $900 2 years ago is now $1295 and out of stock. lovely.
This is not how they represent themselves or their warranty. Fair would be to provide the new same bag or at worst, to provide the new bag with me paying 20% to offset the two of ten expected years of life i got...
RO-20220408183482

Great sales staff in Singapore shop. The service is seriously unacceptable. After 2.5 year the leather on my briefcase started to crack and fade, the service simply refused the claim. First they said the briefcase was obsolete, then told me they had no sales record, I supplied proof of purchase. The claim refused based on pictures only, they never wanted to examine the briefcase. Now all my attempts to contact TUMI are ignored.

I asked to check for my warranty with serial numbers and style by email,text ,and call.They said they wouldn’t be able to tell unless I sent it in .I paid quite a lot for several Tumi products and they do appreciate my business.My telescope from wheel computer bag came off on one side and only need the pin to keep it in place.No more Tumi for me from now on.

I bought several tumi suitcases many years ago and they all came with a lifetime warranty. But now that one of those suitcases needs repair, the company says the warranty is void . I will never be loyal to your product again. No more Tumi for me or my family.

I purchase a Tumi cross body bag in October 2021 from one of Tumi authorized dealers. The zipper portion of the bag had a defect. The store directed me to send the bag directly to a Tumi repair shop. To this day I cannot get a straight answer from customer service on the status of the repair or if the bag has been misplaced. The warranty claims are bogus along with their quality statements. I will not purchase from Tumi again. Next course of action with been involving my attorney.

My husband bought a top-of-the-range tumi aluminum suitcase for the wedding of our son in the US as we needed to take a lot of clothing due to taking place shortly before Christmas. When it came to packing up the locks did not work and he nearly ended up with his clothes being locked into a case that would not open. This stress was so unnecessary with all the additional bureaucracy to travel. He ended up taking a sports bag as he could not risk having his suits stolen or worst not being able to access them due to two broken locks.
He has been battling for nearly two months to get his money back, as they keep sending the "repaired" suitcase back which is still not working after the third return. It is a complete joke and we would recommend not to buy their goods as returns are being made extraordinarily hard. So glad that the rest of the family bought RIMOWA suitcases - we had no problems. Just felt so sorry for my husband having to go through this experience.

Tumi Regent is not very helpful at all! I just want to share my frustration and experience dealing with them regarding my tumi luggage that needed a wheel rubber repair. It took a month and waited for nothing! They should’ve have let me know earlier! Worse is they didn’t even compensate the hassle. They want to give a voucher BUT they won’t give it unless I give them my luggage. What kind of customer service is that?!!? Seriously?!! Worse ever!!

Terrible quality for overpriced luggage. The warranty is poor, I returned my timing bag to the store to a repair, it charged a processing fee, and of coarse all 5 items were not covered under warranty- broken zipper, zipper tag/handle broke off, wheels and handle - all uncovered and of cause there is a $25 shipping fee and charges were $150 - do not buy this over priced product.

I have bought Tumi for my husband for several years. The last piece is his carry on suiter. He has had it about a year the wheels are falling off and the bumpers. Tried in September to get get these replaced with no success. Called the company sent wheels and bumpers that do not fit. Called today and lady said this piece is discontinued. My husband is a pilot has been trying to continue using it since supposedly getting repaired since September. Good thing things he flys every other week. We have probably spent over $3000 in Tumi but this will be my last! TUMI warranty sending in would take no telling how long. Do not have photos because he is flying this week with his WOBBLY WHEELS!!