TUMIReviews of tumi.com

I spent $600 on a Tumi backpack a few years ago. The strap then broke, and when I took it back to Tumi, where I was told upon purchase, I had a lifetime guarantee, they sent it back to the factory. They then called me and let me know that they would be able to offer me a $250 Gift certificate in exchange for the bag, because that bag was no longer made and was not repairable. Not really sure how that helps me purchase a new bag, that did cost 600 dollars four years ago but now costs over 850. They were quite reluctant when I asked them to just send the bag back to me, and I would get it fixed myself. Ultimately they did that, and, I took it to paradise bags, in Denver, Colorado, and they fixed it for me for $45. What an offensive and fraudulent offer and waste of my Time.

Worst service ever. I ordered two bags from Tumi.com. The package that arrived had been beaten so badly that I was amazed that it actually made it to me. The box had been used three time previously. I was astonished. The bags did not arrive in individual boxes but merely the shipping bags. The return process has been abysmal. I called Tumi and was put on hold for over 15 minutes and when I opted for the text message - it cut me off the call and never sent the text. I have now been waiting 11 days since Tumi received my return for my refund. I now have to wait another 48 hours for the returns department to contact the agent who will then hopefully contact me with whether or not I get my money back. While I really like Tumi products, I can't take the risk of actually buying a product after this experience. I strongly suggest that people avoid the website for purchases because Tumi certainly does not respect those customers

Their customer service is horrid. It does not exist. They won’t respond over email or phone. my $800 piece of luggage broke after a year and a half and I started posting about the issue on Instagram and now they blocked me.

Tumi customer service and repair center are amazing! I bought a bag many years ago and the wheels broke. They immediately repaired them under warranty without any additional cost incurred. And last but not least, they exchange the wheels in a super fast timing. This is why I love using this brand!

Worst experience ever. I bought a TUMI backpack in Jan 2022. One of the zippers broke in Oct 2023 so I took it to a TUMI store for repairs. They shipped it to a location in PHX, Arizona. Two days after they received it in Phoenix, I get an email stating that the bag cannot be repaired. As a remediation, they offered to give me the same bag (a new one) for $595. I originally paid $725 and they can't fix a zipper? But they want me to pay more for another bag?? All of it left a bad taste in my mouth and now I vow never to buy TUMI again. I'm switching to Briggs. I read another similar review so it seems if you're in London you get a better experience than the US...

I bought a TUMI suitcase about ten years ago and it’s been a faithful friend through many travels ever since. Last year on a trip to Turkey the zip securing the case failed at one end. I was still able to use the case but the zip needed replacement. I took the case to the TUMI store in Regent Street, London and they sent it to Germany for repair. Today, I had an email from the service centre to say that my case was repaired and would be returned direct to my home via UPS. And there was no charge for this. That is great service.

Worst client service. The staff is very unfriendly. Specially at Ion Orchard Singapore. Will request all buyers to be aware of the brand as it is not reliable

Received Tumi luggage and tried to get monogram patches through customer service since no close Tumi store. Told it could be done for free via mailing with tracer numbers from bags. Sent tracer id’s from six bags. Tumi’s response changed to $5 plus tax charge for patches. Questioned why charge for six after being told it was free. Couldn’t get through during stated business hours - message no one is in the office. Customer service’s email responded that they’d now expect payment for each one.I don’t appreciate the change in policy???? Or, being told different stories. For that amount of money they should just send the patches and be available when they’re supposed to have service hours.