TUMIReviews of tumi.com

I have purchased TUMI luggage, purses, and other products believing I was paying for top quality. My umbrella was used no more than six times, yet the rubber/plastic handle deteriorated and became sticky like glue and unusable. I believe this was a defect in the handle material—not normal wear and tear. All I wanted was a replacement. TUMI declined, citing its two-year warranty, and offered $45 toward another purchase, which I rejected. They returned the umbrella unrepaired. I’m very disappointed that a brand I trusted would not do more to stand behind its product and take care of a longtime customer.

Loyal TUMI customer with around 12 TUMI products — extremely disappointing experience. I have been a loyal TUMI customer for years and currently own around 12 TUMI products. Unfortunately, this has been one of the worst customer service experiences I have had with a premium brand. I ordered a Bradner Backpack on August 31 for pickup at the Mall at Millenia store. TUMI’s own tracking showed it was delivered to this store on September 1 and “Ready for Pickup.” Yet I never received a single notification that it was ready. Despite that, I went to the store TWICE on my own initiative. Both times I was told there was no confirmation of my purchase. On my second visit, I specifically told the associate that I would return within a week to collect it. TUMI canceled my order anyway. The store then told me it was canceled because I never picked it up. Customer Service told me something different: that the item was unavailable. Meanwhile, TUMI’s own tracking continued showing the backpack as “Ready for Pickup” at this store. Because of their mistake, I also lost the promotional discount on my purchase and a one-time American Express offer worth more than 20% cashback that cannot be used again. After all of this, TUMI’s proposed resolution became a discussion about giving me 10% back on ONE item, but only after I placed another order at full price. Seriously? I own around 12 TUMI products. This was never about getting 10% off. It is about accountability and how a premium brand treats a loyal customer after the company itself makes a series of mistakes. Premium pricing should come with premium service. Unfortunately, my experience with TUMI was nowhere close.

I owned over 12 Tumi bags and luggages. the quality is overall ok. However, when the problem happens, it took forever to get it solved. Tumi doesn't deserve the brand recognition. First of all, when I purchased the suitcase, it was lifetime warranty. Then they changed their policy. For a small problem, it consumed me over 20 hours exchanging emails, and the customer service phone number never worked: waited and waited and never reached to a real person.

I purchased a handbag which I used on a recent trip. The bag gets dirty like I have never experienced before. I found myself cleaning it everyday and even following their instructions how to clean it really did not work. No other fabric handbag which I have gets dirty like this. Clearly they should use a better materials that is stain resistant. I would never purchase another item from them.

Tumi warranty is lousy. My bag handle would not release and come up while traveling. I paid $25 to mail it to tumi. And got a message that only said it ain't covered by the warranty. Had to pay another$25 return shipping and $76 to repair. Let's just say no longer loyal to the brand.

I have bought Tumi Tyler crossbody and it easily scratched, even a finger nail scratched it. Very very unhappy by the poor quality despite paying lots of money for it. I used to trust Tumi for quality but no longer .

We bought $5700 dollars of Tumi luggage. Immediately our handles became loose and a TSA lock was broken. On our trip two weeks back our carry on hand bag, that slides over the carry on roller suitcase ripped on the inside of the outer zipper pocket. Its defective! No material should be loose in the pocket allowing the material to get caught in the zipper. Period, its a manufacturer defect. I took it to Tumi who mailed it in and I received a declination of the repair. Tumi screwed us! No one should be able to simply unzip or zip a multi hundred dollar bag and have the inside pocket material get in the way of the zipper. Our bag tore and Tumi will not standby their claim to repair their product. Its disgusting. I never had these issues with my $200 dollar Samsonite.

Below is what I just read and couldn’t agree more. Great service when they want to sell their luggage, horrible support/service, often worthless warrantees and wait times over 40 minutes (I give up at that point) when you call customer service. Nice luggage, but $800 pieces are no better quality and durability than my daughter and son’s $150 pieces of the same size and similar design. In fact I’m on my third and last set while my kids, who travel more than me, still have the luggage I bought them 15 years ago. “Tumi customer service reviews are highly polarized. While in-store staff often receive praise for exceptional in-person assistance like monogramming and repairs, online and phone support on platforms like Trustpilot frequently face backlash for long wait times, warranty claim denials, and poor communication”