TUMIReviews of tumi.com

Bad Customer Service On 22nd Feb 2023, I had return my bag and request for refund. After inspection tumi refuse and rejected my request. However they didn't post and return my bag to me. No one follow up for that, until I had again sending email and checking with them on 25th Mar 2023. Luckily I got back my bag on 27th Mar 2023. I was wondering if I didn't send the last email, will my bag get lost???? Please think again, again and again before buying this brand. There are many others brand can be your choice. Not the brand that selling at high price and pretend they have a team of customer service but can't help when something happen.

Very poor customer service in dubai don’t know anything no work ethics also the shipping company who’s affiliated with them poor customer service they don’t know anything. So disappointed with this people the company paid them to work but for them its nothing, your not supposed to be in the customer service you don’t know what to do.. really poor work ethics and the shipping company that they affiliate is so cheap for sure. Rate to this is ZERO

Great service! Excellent warranty. Thank you Falko and Tumi team Roermond!

Absolutely brilliant and why people are rating this co like they are tells me they have no experience of the brand or their customer service . I have had the products from 2000 and in fact still have all the items I Purchased today . A handle broke on one item and well they bent over backwards to help and repair it including posting the item to Germany . Please guys review co fairly not on what u think u know

You judge a company not just on the quality of the products but the attitude towards customers post sale. Tumi products are fantastic but very expensive and frankly anything but cool! The other day I participated in a ten minute online survey because they said you’d receive a ‘small modular pouch’ (a zip up phone leads case to you and me) worth around £50. Fair offer I thought. However, upon completing the survey it said you had to visit one of only two stores in London to collect it. Being in the vicinity of one of them - the Royal Exchange I went in to collect on March 3rd having been told they were available from 2nd March. Upon arrival I was told ‘really sorry they’ve all gone’ - seriously - a day after they arrived? Clearly they never had any in stock - it was a complete scam unlike any I’ve come across but a very good one. Promises fools like me a modest reward for doing something for them but in the small print say ‘subject to stock availability!’ Therefore, because the reward is ‘out of stock’ they don’t actually have to give anything away and there is nothing you can do about it - a very brilliant con wrapped up as marketing T&C’s. However, when I checked on the online store I discovered they had plenty in stock - but you can’t have any online - even more clever. I’ve sent my complaint and said I expect them to send me one directly from the online site - watch this space and see if they do! I’m not holding my breath. I’ve been a loyal customer for twenty years so it is disappointing that they want to exploit the very people who they contacted because they were good customers. I also noticed that it was a Ipsos who were conducting the survey. I think there may have been a breach of data here because I have never given them my permission to pass on my details. I’m looking into that from a legal perspective. Anyway, the products I can’t argue with (other than the price) but just like with a car manufacturer you don’t just judge them on their vehicles but as much on the after sales service. Sadly, Tumi’ your after sales service is terrible. You should be ashamed of yourselves. Watch this space but I suggest you can get equally good luggage at a fraction of the price and a damn site more stylish. DY P.S. the ipsos survey was all about what new things they could do - sounds like they think their stuff is totally un cool as well and they are desperate to move into other areas - like clothing! Imagine wearing a Tumi designed outfit! Suggests to me their business is on its knees which is why I don’t know why you’re hoodwinking your loyal (but ageing) customers but congrats to the marketing guys - I fell for it hook line and sinker!

So I have a Tumi Alpha Continental Expandable 4 Wheeled Carry-On with two stuck zippers. One was crushed by the airline so it doesn't slide like it is suppose to and the other has damage to one side of the zipper so it doesn't slide. It cost me $25 to send and now they say they can't fix the two issues, (which are fixable in my mind) and want me to reach out to customer service for my "options" (BTW, the wheels are terrible and impossible to push/pull on carpet; my partner's Rowenta rolls like a dream). I am sure they want me to buy a new bag at significantly higher price than I paid for the original - I hope they don't want me to pay return mail (I am sure my tailor/shoemaker can repair).. Really sad... I have 7 Tumi pieces and this is the first one to need repair or resolution... not happy with Tumi response... In reading others comment, my experience seems sadly spot on with others.... I was looking at a comparable suitcase and we are talking 900-1000 for something with limited warranty and based on current experience questionable customer service. For others thinking Tumi - it is beautiful but it is not clear that they will be there is your zipper is broken...

Horrible experience. For other consumers to understand how it was, I laid out a timeline: Jan 19th - Bought a product at the website Jan 30th - Didn't receive the product and sent an e-mail requesting information Jan 31st - Received a reply that it was out of stock and that they would send Feb 17 Feb 22nd - Didn't receive the product and sent an e-mail requesting an update Feb 22nd - Received an automatic e-mail that the product has been shipped Feb 23rd - Received a reply saying the order wasn't fulfilled due to a payment declined (?????), and the person didn't offer any additional help While all this happened, my credit card was charged. This was one of the worst experiences I have ever had with a brand. It's unbelievable how a company with that much brand equity doesn't care about customers. It's very clear now why people I know are leaving Tumi to go to Briggs & Riley. I'll probably do the same the next time I need to buy luggage items.

I have 4 Tumi suitcases. One I never use so that leaves three I can write about. The quality has been terrible. The handles have pulled of on several occasions and have been repaired several times over the years. I have a 21 year old Samsonite that I don't use anymore because it's just dated, but for a fraction of the price it has far outlasted my Tumi's. After taking them in for service and the handles coming off again, I decided to try to fix it myself. I took out the lining and found a bunch of screws and washers laying at the bottom of all of the suitcases. I screwed them all back on and checked all the other screws. They were almost all loose. That included the screws that held the wheels and plastic trim on them. I don't even travel that much. Heed my warning. I will never purchase Tumi suitcases again. Going cheap next time.