TUMIReviews of tumi.com

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.

Until today, I would have given tumi 5 stars. I’ve purchased many many many shapes and sizes over 30 years and was happy to spend the money because of the quality and company that stood behind their product. TODAY, I’m disappointed in the brand as they won’t stand behind the promise they gave me when I purchased of a lifetime warranty. Shame on the new owners for not keeping that promise and warranty. I understand all new luggage is sold under a different warranty but I purchase ALL of mine under the original warranty—it’s why I purchase luggage for me, my family, friends, etc. I will not be buying anymore from TUMI. Not because their product is bad but because I can’t trust their word. Shame on you.

Bought a Tumi Tegra in October. After 5 trips, wheel fell off while on a trip to Singapore. Went to Tumi store in for repairs and bought a brand new larger Tegra so can get home to Sydney. Get home and wheel is missing!! Less that 48 hours after purchase. Something stupid is going on with Tumi!

Non-existent customer support. Bought 19 degrees carry-on, used on 3 domestic trips - never checked it in. Wheel broke off. No support by phone (15+min hold, not sure if they EVER answer), text/ emails remain unanswered. NEVER AGAIN

As and Airline travel professional I Purchased a duffel tote bag. The bottom started to rip and fall apart. Sent in for repair and was informed my lifetime warranty has been changed to a 5 year warranty. I guess the customer duping of the old “Bait and Switch” is alive and well at TUMI.

So, I've been happy with the quality of Tumi products and the service I get in the stores. However, the Customer Service center is awful and quite frankly will scam you if they can so be sure to save all of your receipts. The pull handle of my suitcase (which i bought 4 1/2 years ago so still under warranty) broke. I took it to the store and they sent it out to the customer service center (for a small cost of transport, which is annoying but understandable). I got an email from the Customer Service center saying it was not repairable (because the pull system was now obsolete) and to email them for next steps. I decided to call instead of email because I felt like I wanted to talk through my options. The customer service woman proceeds to tell me that my suitcase is no longer under warranty because I bought it in April 2019. I said no, I bought it in December 2019 and I have the receipt, which I then sent to her. While I was waiting for the email to go through, I said maybe you're looking at the wrong receipt because I did buy something in April too, but that was a different piece. She said we don't have any receipts in the system - so if that is the case, why did she say I bought in April 2019? So, if I wasn't on top of it or didn't have my receipt, then she would have tried to cheat me out of store credit for the full amount of the bag (minus sales tax if you want to use the store credit in the store as opposed to calling Customer Service). That is not appropriate for a top tier brand like Tumi. When I use my store credit, I'm going tell the sales associates what happened and see if they will raise it to management because they seem quite good. That standard does not seem to apply to the Customer Service center.

I used think Tumi was a quality brand but after 15 years of use of my carry-on, the rubber on the wheels worn away from Europe’s cobblestone. Sent it in for repairs which was $100 with shipping both ways, the rubber on the wheels chipped away again after 1 use to Denver…sending it back in, they said it was irreparable, that my luggage wheels are ‘obsolete.’ Really? Quality means it’ll outlast time, creating a culture of quality vintage luggage. No, Tumi’s culture is to sell ‘obsolete’ products with an extremely high price tag. Well Tumi, you lost another customer.

TUMI is no longer the quality brand it once was. Not even close. Sent in a carry on bag for a zipper repair and they deemed it unrepairable and offered $85 to purchase a new bag, which costs $895. What a joke. After being a Tumi customer for 30 years I can categorically say I will NEVER buy a Tumi again.