TUMI Reviews 219

Bought a bag July 2023 with credit issued for a previous defective product and paid the the difference. Used bag for 6 months. Zippers became tarnished and brought it to Tumi store at Yorkdale shopping centre (Toronto) for repair. Was advised that it could not be repaired and was offered a low amount as a credit towards another purchase. Would not reconsider or negotiate the amount. I suggested a replacement bag & provided model. The difference was not big, but shows that TUMI has cheapened their brand by selling overpriced substandard products and not honouring their warranty or their commitment to customer service.

I purchased 2 TUMI suitcases (not from an outlet) and within a couple of years the handles broke on both of them. I took them to two different TUMI stores and I was told that they do NOT make these handles any longer and that they would give me a small price for the set to put towards a new set. I DON'T WANT A NEW SET... I like the two I have and the offer was so small it was ridiculous... YOU DONT MAKE THE HANDLES ANY LONGER????? I would have to spend close to $2,000+ for a new set even after using the small amount of money they offered me towards the old set... I went home and got on AMAZON and ordered two handles ($20 TOTAL), unscrewed the old broken handles and simply screwed in the new handles.... TUMI COULDN'T DO THAT??? I will NEVER give them my business again. All they cared about was selling another set and NOT TAKING CARE OF A CUSTOMER... What kind of quality are these made of If both handles broke after just a couple of years??? For the price, I will go elsewhere... BE AWARE, TUMI's "WARRANTY" IS A JOKE!!!

I purchased a TUMI carry on suitcase and have used it about 10 times. The zipper broke so I sent it back to TUMI for repair. They said they could not repair it. I think their product quality has declined quite a bit. I thought they would give a reasonable credit towards a new new piece a luggage. Now I have an expensive matching backpack as a reminder of the lousy suitcase I have to throw away. I will not be getting anymore TUMI products. I am glad that I found this review page. Now I know that it is a company/product issue.

Impossible to registrate my backpack as i bought it in romania didn’t find the appropriate site ???
After 6 weeks and two flights the loop brokers
The seller didn’t want to take it under warranty as i didn’t have the invoice with me ( even i have the evidence of purchasing with her and she recognize me
Very far from what Tumi promised
Terrible after sales service

What’s going on! I purchased a suitcase as a gift …. It took forever to receive it… unsatisfactory size, resulting in wanting to return it for possible exchange to larger size…nobody answers the customers phone number … nobody replies to my emails or text!
What’s next ? Return it to a store more than 1 hr away …. So sad ! And this is supposed to be a premium brand …. Walmart has better customer service !

Overpriced and marginal quality. Even if a zipper breaks Tumi won’t repair. They tell you to buy another. Doesn’t wear well.

There are much better products out there that are also better priced.

Before you buy a Tumi you should first imagine that you have purchased a ridiculously prices piece of luggage for them. Your new item breaks. I suggest you try calling their customer service number.1 (800) 299-8864 (Thank me later)..... When it disconnects saying “due to unforeseen circumstances we cannot answer this call… then click… hangs up, without any suggestions or help, imagine that you have an issue with one of their expensive pieces of luggage and this is the ONLY number you can call. You do of course have the option of going through emails. Which I did. Sent my bag off to be repaired, returned both times within 2 days, not repaired. There is no one to call. Terrible Customer service.

I don't get what I ordered and we both know sending it back is a pain in the,,, I have wasted enough time and money that can't even get there order right. Very disappointed!!

Purchased three bags off them two years back now the quality is still good the durability is by far the best thing about this product maybe reading the other reviews I'm lucky as I know others have had issues with zips but for me I love the durability of the suitcases

Quite possibly the worst customer service many of my colleagues and I have ever encountered. They are unreachable and continuously refuse to honour warranty.
In the past one would buy a TUMI product because of the excellent quality and generous warranty, which provided peace of mind.
Nowadays the products are of poor quality and break or fail after a year or two. Then warranty claims get rejected.
I paid just under $1100 for a bag. When the zipper failed after three years they said “we can’t repair it and we won’t replace it”.
It's sad to see how a once famous brand got destroyed by greedy management.
People had warned me not to buy from them, I wished I had listened to their advise.
There are many better alternatives out there now.

I was a very regular traveller internationally.
I purchased several Tumi luggage items, which I found very hard wearing.
After several years use the carry on wheeled case and laptop backpack required repairs. Tumi repaired both items free of charge, including the transport.
I have found the products and service excellent.

I paid $750 for the leather Tumi backpack in February. In June the backpack started to collapse in the front half, so it wouldn't stand up when I sat it down. I sent to Tumi wanting to get repaired through their warranty program and they said there was nothing they could do, other than return it to me or offer me 50% off if I wanted to buy a new one. The rep I spoke with said that's normal, I suggested it's not at I've had backpacks that cost less than $100 and this never happened. DO NOT WASTE YOUR MONEY on this product!

Ordered a laptop case for my wife's birthday. Zero communication from Tumi AFTER they accepted my order and payment. When I tried to call their Customer Service number it was an automated message stating their phones were "not working". What? Got an "update" email that was completely blank. Shortly after, got an email stating the order had been canceled but NO EXPLANATION WHY??? This is seriously the worst customer service from a supposed luxury brand I've ever received. I will never do business with Tumi again.

Tumi is no longer synonymous with high quality and superb customer service. Bought an iPhone Folio and, after 10 months, it stared to wear. After 11 months, a piece was set to break off, making the Folio useless. I brought it into a store in Manhattan where a salesperson said she would issue me a new one but they no longer carry the ones for the iPhone 14 (and she couldn’t try to secure one??). She said to mail it to the repair team and if they can’t fix it, they could issue a new one. Repair team said it couldn’t be fixed and it was out of warranty so it can’t be replaced. I spent a lot of money to get less than a year’s-worth of a product that I should have had for years. I’m so disgusted with Tumi and, for sure, will never by another Tumi product. How can a company market itself as a purveyor of luxury and quality when they offer such miserable customer service? It is shameful!

I'm regular shopper at TUMI stores around the US because I travel alot and and love their products. Out of all the stores I go to the Scottsdale store hands down has the worst customer service. I've been to that store so many times because I lived between Tampa and Phoenix for 2 years. For some reason they just refuse to ever give me any assistance even when the store is completely empty unless I hunt them down and ask. One lady wouldn't even say hello, finally I just asked do you work here, she said yes but thats it. I don't believe anyone at that store has ever acknowledged me or offered assistance even with store empty. So I just wait till going to Tampa or somewhere else not spending money in that store. TUMI please deal with this your products are too good quality to have representation like this.Thankfully other stores are great.

I have several Tumi bags I have loved over the years. I Dropped off my bag for repair on Apr-26 at Toronto Eaton Ctr store, and got it back unfixed on Jul-22.

During this time I visited the store 2 times, called consumer affairs 3 times to be told the bag could not be fixed and would be sent back to my home address, and sent 1 email in late June demanding some form of response. The only response from Tumi to the 6 communications, was 1 email that my bag would be sent back to the Eaton Ctr store, not to my home, by mid-July.

I went back to the store on Jul-22 and they found my bag in their storage room. They had no plan to call me and advise it was ready for pick-up.

Customer Service at Tumi, should be replaced with “customer does not matter”.

Terrible customer service. Living in the dark ages for online service and delivery

Don't waste your money to buy Tumi. I received a gift from company I work for my 30th work anniversary.

I used it for two years then handle broke, I took it to a Tumi store and was told we will fix it or replaced it free of charge. Two weeks later they return my luggage and stated they can't fix it but offered me $300 toward new Tumi costing $1,100. They are by far THE WORST CUSTOMER SERVICE COMPANY.

I bought a set of the 19 Degree luggage early this year. After 4 months of use, I can say it is the best luggage I have ever owned! It packs and zips easily, rolls so smoothly and the carryon size fits in all airplane bins except for the smallest plane in the United fleet. The attached tag on the side is a nice addition. I highly recommend these bags!

I have many TUMI products because I loved this brand. I had to repair an alpha bravo cabin baggage a few months ago and the European repair centre told me that it was not repairable, so they offered a 179€ voucher.
I tried to use the voucher to buy new products and the voucher doesn’t work. The repair centre doesn’t answer the email to clarify.
After changing the ownership, this brand deteriorated the customer service which was a good reason for me to buy these products.
TUMI ha lost another customer.