TUMIReviews of tumi.com

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 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.