TUMIReviews of tumi.com

I purchased a backpack from Tumi. There was a fault with the straps slipping to the longest length so I sent it to their customer team for repair. They first expected me to pay for the P&P despite it being a fault, but offered to pay after I pointed this out. My bag has been with them since end of October 2021 (as indicated by the delivery receipt) and despite multiple follow-up attempts at speaking with them I haven’t had any response. Terrible customer support and after sale service. Please either return my bag or refund my money.

I received a Tumi Briefcase as a graduation present which was in excellent condition. However, following a meeting, the bag strap broke (it was very embarrassing). I sent the bag in for repair and the customer service said the bag was unrepairable. The company offered $120 dollar Tumi gift card OR to have the bag sent back to me-I could not have both options. I explained the bag had sentimental value and I would like to have both since I need a briefcase in the interim and the $120 would not get me very far at Tumi. Despite this, I decided to have my old, broken bag shipped back. I am pretty upset and feel like I shouldn't be penalized and have to chose between a broken bag (which they would scrap anyway) and a $120 gift card. Not pleased at all.

Tumi’s after sales service is excellent, I had an issue with my Tumi wallet, I sent it back for repairs and they their up most to resolve my issue! Thanks to Oliver and Andrea in aftersales for all your prompt responses and assistance, I couldn’t fault your service well done.

I have always thought that Tumi was made to last and worth the higher price tag. I’ve read how they boast about their warranty program and that they will offer to fix something at a fair price even if it’s not covered by the warranty. When I asked the salesperson at the Tumi store they told me that it wouldn’t be a problem. So I was extremely disappointed to hear that they decided that my rubber handle on the side of my suitcase was not repairable and simply offered to sell me another suitcase. Not sure why o would want to buy a product that I’m disappointed in.

This is a mixed review. I ordered 5700 dollars of TUMI luggage online on a Sunday. After placing the order with monogramming I realized I had reversed the colors. I immediately sent an email to customer service since there isn’t anyone in CS during the weekend. On the following Monday I got a reply that once I had confirmed the order it couldn’t be changed. This was less than 4 hrs after they opened on Monday morning. I find it hard to believe they had had time to process the order and complete the monogramming in that short period of time. BUT I also called the 800 number and got a very helpful rep who said she would call the monogramming dept and get it changed and if on the off-chance she was too late she would have them monogram additional patches and send them to me. So it obviously depends on who you get. If it’s Lindsey (the rep who emailed me) she isn’t interested in helping …other than to tell you they have no customer service. So definitely take the time to call in instead of using email like they encourage you to do!

Needed to replace a wheel on my suitcase. Contrary to most other brands it is not possible to buy replacement wheels online for tumi which forces you to go to a store where they will offer you to send the suitcase in for repair. Ok fine, but the shipping and handling alone is 25$ and the store person cannot even tell you what the actual repair and replacement cost will be. So whereas for any other brand you order a replacement online for under 20$ and fix it yourself, for tumi you don’t even know what it’ll cost you and it’ll take 4 weeks to get it back. Not buying another tumi for sure.

Early March 2021 I purchased almost $2,000 in Tumi luggage, split between two sets of luggage. Generally I would never spend that much on luggage, but the deal was good and being made aware of Tumi one year warranty I felt secure in my purchase, but because of faulty manufacturing the pockets of my sets of luggage was torn, in just two month, due to normal usage I delayed a few months before sending it back. In June 2021 I sent it to Tumi, but to my surprise Tumi repairs said it couldn't be repaired and they didn't have a replacement to give me so an insufficient Tumi credit was offered $490 and $630 the cost of a replacement in store is $775 and $1025 respectively. after weeks of back and fourth with the company. I was recently offered the set in an inferior non-selling color, that I honestly don't like. I don't see why I'd have to settle after spending that much money and they have the same set in stores. I want the same set, my money back or $1800 in credit to get it myself

love the design and the quality of the products ! would recommend