TUMIReviews of tumi.com

Absolutely worst customer service. My bag is in for repairs three months ago. Still waiting to hear back.

Product broke after 2 years and they cant fix as they dont manufacture the parts. T

Horrible, repair service. It takes 20-25 working days to fix it. Never buying these bags. The customer service is horrific to say the least. The alpha romeo series isn’t that great as well

Tumi is not friendly to Seniors! That was my experience. Tried to make an even exchange for a damaged gift I got. Left the store $50 Dollars less and feeling embarrassed

Tumi proudly says international warranty, huh what a joke. We have 6 full sets of travel bags from them. Just a couple of bags need attention. They expect us to keep receipts for all purchases. I’ve lost them, their reply … can’t help. I asked for paid repair , they refused 🤷🏻

I wouldn’t have given even a single star but unfortunately no more options. Bought a new bag. Maximum weight I loaded is 7.2 and the shoulder strap started getting off. Sent an email, they asked me for the photos and then no responses. Shame on such a brand. Samsonite is way way way better. Tumi isn’t recommended at all.

My Tumi bag which I seldom used but is more than 5 years old (thus warranty over) has nice quite new looking nylon cover but the handle is spoilt as it can’t be completely pulled out. 2 wheels are quite worn out. Wrote to Tumi service which prided itself as excellent service. Wrote back to me promptly and politely to ask me to bring the luggage bag to Tumi at ION Orchard and the staffs there can help me. I replied that I would like to know the quote, but Tumi service assured that its service team in orchard will be able to assess the luggage once it is submitted for inspection. Warranty eligibility and repair options can be determined during the evaluation, even if the receipt is unavailable. Given the assurance and there is a good possibility that it is FOC (as the handle malfunctions is due to poor workmanship and the premium price), I dragged the luggage bag , took a train / subway to Tumi Orchard. To my surprise, Tumi Orchard could immediately quoted a price of SGD300 for the repair. Not only I was shocked and disappointed that it is so expensive, I was surprised that it is a common problem and Tumi Service should just call Tumi Orchard to get a quote and informed instead of me dragging the luggage bag all the way to Tumi Orchard. I wrote back to Tumi Service to inform I was disappointed that they didn’t just communicate with Tumi Orchard and quote me, instead of wasting my time to bring the luggage to their shop. No reply from them even after 4 weeks. This is shocking from a shop that sell high premium price goods that pride itself for service. Also what’s the point to have a luggage bag with strong lasting nylon but the parts like wheels and handle brreak down so easily , easier than brands like samsonite that cost less than 1/2

I bought TUMI because it presents itself as a premium brand, with premium pricing and the expectation of premium support. We have purchased 5 different Tumi products, this was the first time we had a faulty product. Unfortunately, my experience was the opposite. The underlying issue was straightforward. One part of the buckle assembly appeared to be a silver-painted metal component, and the paint chipped off through normal use. The other corresponding part was correctly manufactured, robust, and held up as you would expect. In other words, one component performed properly and the other did not. In my view, that is not “patina” as they tried to claim somewhat disingenuously after initially accepting it was a fault, it is a faulty part. What made this especially disappointing was the way the complaint was handled. I was initially told I would receive a response within 4 days. When I followed up 8 days later, having heard nothing, I was told they were still within their response time. That was plainly incorrect and set the tone for what followed which I would describe as argumentative, unreasonable and unprofessional. Later, I was directed toward alternative replacement options, including being told that a model I was willing to accept was unavailable when it was in fact listed on their own website. The return process was also made unnecessarily difficult, including insisting on return before a practical exchange arrangement could be put in place, despite the fact that I use the bag every day. To make matters worse, different parts of TUMI seemed to take different positions. One team discussed replacement, while another later tried to reframe the issue as normal wear and tear and a “patina” characteristic of the model. That kind of inconsistency only added to the frustration. This stopped being just a product issue and became a customer-service issue. The process felt slow, argumentative, inconsistent, and dismissive of my time. A premium brand should deal with a straightforward fault through a straightforward remedy: repair, replacement, or refund. Instead, this became a drawn-out exercise in delay, partial solutions, and contradiction. That has seriously damaged my confidence in TUMI, and I would think very carefully before buying from them again. I now know it's just a brand of Samsonite.