TUMI Reviews 219

I purchased a backpack from Tumi. There was a fault with the straps slipping to the longest length so I sent it to their customer team for repair. They first expected me to pay for the P&P despite it being a fault, but offered to pay after I pointed this out. My bag has been with them since end of October 2021 (as indicated by the delivery receipt) and despite multiple follow-up attempts at speaking with them I haven’t had any response. Terrible customer support and after sale service. Please either return my bag or refund my money.

I received a Tumi Briefcase as a graduation present which was in excellent condition. However, following a meeting, the bag strap broke (it was very embarrassing). I sent the bag in for repair and the customer service said the bag was unrepairable. The company offered $120 dollar Tumi gift card OR to have the bag sent back to me-I could not have both options. I explained the bag had sentimental value and I would like to have both since I need a briefcase in the interim and the $120 would not get me very far at Tumi. Despite this, I decided to have my old, broken bag shipped back. I am pretty upset and feel like I shouldn't be penalized and have to chose between a broken bag (which they would scrap anyway) and a $120 gift card. Not pleased at all.

Tumi’s after sales service is excellent, I had an issue with my Tumi wallet, I sent it back for repairs and they their up most to resolve my issue! Thanks to Oliver and Andrea in aftersales for all your prompt responses and assistance, I couldn’t fault your service well done.

I have always thought that Tumi was made to last and worth the higher price tag. I’ve read how they boast about their warranty program and that they will offer to fix something at a fair price even if it’s not covered by the warranty. When I asked the salesperson at the Tumi store they told me that it wouldn’t be a problem. So I was extremely disappointed to hear that they decided that my rubber handle on the side of my suitcase was not repairable and simply offered to sell me another suitcase. Not sure why o would want to buy a product that I’m disappointed in.

This is a mixed review. I ordered 5700 dollars of TUMI luggage online on a Sunday. After placing the order with monogramming I realized I had reversed the colors. I immediately sent an email to customer service since there isn’t anyone in CS during the weekend. On the following Monday I got a reply that once I had confirmed the order it couldn’t be changed. This was less than 4 hrs after they opened on Monday morning. I find it hard to believe they had had time to process the order and complete the monogramming in that short period of time. BUT I also called the 800 number and got a very helpful rep who said she would call the monogramming dept and get it changed and if on the off-chance she was too late she would have them monogram additional patches and send them to me. So it obviously depends on who you get. If it’s Lindsey (the rep who emailed me) she isn’t interested in helping …other than to tell you they have no customer service. So definitely take the time to call in instead of using email like they encourage you to do!

Needed to replace a wheel on my suitcase. Contrary to most other brands it is not possible to buy replacement wheels online for tumi which forces you to go to a store where they will offer you to send the suitcase in for repair. Ok fine, but the shipping and handling alone is 25$ and the store person cannot even tell you what the actual repair and replacement cost will be. So whereas for any other brand you order a replacement online for under 20$ and fix it yourself, for tumi you don’t even know what it’ll cost you and it’ll take 4 weeks to get it back. Not buying another tumi for sure.

Early March 2021 I purchased almost $2,000 in Tumi luggage, split between two sets of luggage. Generally I would never spend that much on luggage, but the deal was good and being made aware of Tumi one year warranty I felt secure in my purchase, but because of faulty manufacturing the pockets of my sets of luggage was torn, in just two month, due to normal usage I delayed a few months before sending it back. In June 2021 I sent it to Tumi, but to my surprise Tumi repairs said it couldn't be repaired and they didn't have a replacement to give me so an insufficient Tumi credit was offered $490 and $630 the cost of a replacement in store is $775 and $1025 respectively. after weeks of back and fourth with the company. I was recently offered the set in an inferior non-selling color, that I honestly don't like. I don't see why I'd have to settle after spending that much money and they have the same set in stores. I want the same set, my money back or $1800 in credit to get it myself

love the design and the quality of the products !

would recommend

This might have been the worst customer experience I have had in a while. The e-commerce age has not arrived at what used to be a high-end brand. Their shipping and turnaround times are awful and for the UK you cannot track your item until its arrived at the mainland. So more than 11 days after order of a EUR 600+ backpack you have nothing to go by except obviously an immediate debit in your account. And customer service then tells you cannot cancel because 1) its allegedly been shipped (which cannot be proven) and no one knows when it will arrive 2) its a bespoke item, thanks to the 3 letters on the leather tab that's glued on the bag and 3) conveniently Brexit also means delays at the boarder. I would suggest TUMI have a look at some of their competitor brands in the high end market to see what's the normal baseline in online retail and to do so urgently.

I bought a $600 TUMI Park Tote leather bag, after less than a year of use it lost its ability to stand upright. Falls over and must be stood up against a chair leg or use of two hands to access something inside. I sent it in to TUMI for repair and they responded that it had been evaluated by their repair technicians and unfortunately, was found to be non repairable due to the product conforming to use and nothing was found that affects the functionality of the product. I guess TUMI Totes are not expected to stand up. After speaking with Lindsey and Tyler (senior manager) in TUMI Customer Care (joke) I was told all they would do is send the defective bag back. Obviously, customer satisfaction is not important to TUMI. Don't buy there products. Save your money

I have been a loyal customer of Tumi products for the last 20 years. Collectively my wife and I have spent a sizable amount of money with this company between handbags ,luggage, wallets, etc. Tumi used to be the mark of excellence with incredible customer service. However this is all changed for me in a series of three phone calls today. While the customer service reps talk nicely, they are clearly scripted and don’t listen or care about what is being said. So tomorrow $1500 of merchandise is going back and we will now be looking for a new brand. To be clear I am sharing my experience with others that travel just as much as I do.

To me, I certainly hope you get your act together for the benefit of those you haven’t set off yet. You are no longer a luxury brand but a Walmart brand in our eyes

Fantastic service from Raji! I recently purchased some aluminium cases, virtually! Raji, was really helpful and patient with me. She took multiple pictures of the cases, FaceTimed me to show me them in more detail. I had so many questions and she answered them promptly.
The cases arrived well packed. I am so delighted with my purchase, I would recommend the TUMI cases. I can’t wait to use them for my travels for the end of the year (I hope).
Thank you Raji, you went above and beyond and provided the best service I’ve ever received!

i have suitcase of tumi and i love traveling with it, its very comfortable and well made

They advertise free returns and I actually took the trouble to check that with them before ordering. I purchased 2 bags and returned some others. They provide a UPS label and advise that UPS will collect it from you - BUT THIS IS NOT THE CASE. They insisted that they were correct so I spent a wasted combined 90 minutes on the telephone to UPS for them to advise that I had been wrongly advised. I had to pay to arrange the collection. Tumi's 'customer experience representative' in Germany demonstrated absolutely no interest in resolving the problem - so I am now thinking of returning the 2 bags I purchased as I can only imagine that their after sales service is just as bad. I WOULD AVOID TUMI AT ALL COSTS after this experience.

Favorite forever, never goes out of style, worth every cent

Expensive for sure, but the quality and design are worth every cent. Very good choice!

ive ordered laptop sleeve cost 100$ and ive got it with out the monogram i paid 50$ for shipment outside USA and they promised to refund which it took long time, then they've promised to send new one with monogram they send me a sticker with initials! and ive paid 25$ again for shipment outside USA .

I purchased an crossbody bag for my mother. the manager at the Destin, Fl outlet store went beyond customer service to assist me with my purchases. Thank you so much.

Tumi Global Wallet with removable pass wallet. I’ve had this wallet for seven years. Used it everyday and apart from it showing the appearance of a wallet in daily use there is absolutely no degradation in anyway. The seams are still solid. No stitching coming apart. I own seven Tumi pieces and I just wanted to do a review if this one as it’s the one that gets regular use. I’d like to buy a new one as there are some great new designs but how can I when this ones still tip-top. I only buy Tumi now for any luggage, bag or men’s accessory. Expensive but these guys really know why they are doing.