TUMIReviews of tumi.com

Great service of TUMI. I had some smaller repairs. Brought my TUMI Alpha II luggage to the Frankfurt store. They sent it to the HQ. Already after four days I got my luggage back. Thank you for this great service.

Had the worst experience trying to buy some luggage from your outlet store. Even though I have a history with the company and wanted to add a couple of items to match the items I already own, the salesperson (who was lovely) at the outlet store near Philadelphia was unable to sell me the pieces that she had on hand unless I was to drive 3 hours in each direction to come pick them up as her "district manager" would not allow her to ship them to a confirmed address. So rather than me spending over $1500 with Tumi, they made me jump through hoops to "prove" my worthiness. There are a lot of other brands out there who have great items and charge quite a bit less, but I was trying to be brand loyal. Unfortunately the company is not customer loyal and I've never been so angry in trying to spend money. I have never had this issue with any high end brand (and I buy from much more designer brands than Tumi). Just stupidity on their part and if that's what they think of me as a customer I will just take my business (and money) somewhere else.

Appalling delivery experience, nil communications. No customer service available. Completely poor. Not what I expected from Tumi (TUMI00602208)

I went to buy a suitcase and a family member bought a gift card once they knew I was going to make the purchase and I was at the store (hour+ of driving round trip). The site gave a warning that it could take up to 4 hours for the gift card to be delivered. As I didn’t make the purchase I was unaware of that. I then called corporate and they said it normally takes an hour for a gift card to be generated (in 2026 I’m still confused as to how this takes hours to generate a gift card but it was in the fine print so they did give a warning). I waited for another 2.5 hours until I had to leave for an appointment. I then asked if they could ship me the bags so I didn’t have to do another hour of driving to pick up the bag once the gift card comes through and they said they cannot ship any of the suitcases to a closer store or to my home. I tried calling again at 4:45pm est but apparently they close at 5pm est. It’s now been over 8 hours since the gift card was purchased and still nothing in the inbox. This is my first time buying from Tumi (the employees at the physical store were lovely) but it seems like corporate policies are hindering the employee’s ability to assist customers. The sender also received an email saying that the gift card was delivered (it hasn’t been, not in spam or in my inbox and I’m getting other emails from other senders). Update: had to call back for the 6th time. They had to email it to a different Gmail address. They also give you an order number and the ability to look up the status of your order. When anyone tried it just gave an error message. And they have a phone number to text. It’s been almost 24 hours and no response there either. Why does a gift card take hours to generate? Why can’t you ship suitcases? Why doesn’t your own tracking system show the status of an order? This isn’t some small mom and pop operation. You are charging 1k for a suitcase you’d expect matching service to the price tag. I’ve been looking to replace my suitcases for months now. I was so excited about this bag but the amount of time I’ve wasted due to corporate is really making me reconsider this whole thing. Especially after reading these other experiences

Worse experience ever: The handle felt off on our first trip… We found the shop to fix it and now happened again on our second trip. Don’t ever buy the products bc you can get better quality anywhere in the local market.

I placed an order on the TUMI website and during the checkout process the item in my cart was automatically switched to a different product without my consent. I contacted customer service within 5 minutes of placing the order, but they ignored the issue and did not offer any solution or apology. Instead of simply cancelling the order, they forced me to receive the wrong item and then send it back at my inconvenience. Emails are either left unanswered or replied to with a significant delay, which makes resolving any problem extremely frustrating. Overall, it feels like they do not care about their customers at all, and this experience has completely destroyed my trust in the brand

In November 2022, I bought a Tumi business bag (Alpha briefcase) from"Maras"- the official TUMI store in Zagreb (Croatia), which has a 5-year warranty and is positioned as a premium product. After about three years of use, I was unpleasantly surprised by inexplicable damage to the leather handle - a piece of leather 2 cm long came off. I contacted Maras by email to file a complaint at the end of December 2025, but there was apparently some communication noise, so it was only on January 16, 2026, that I was able to arrange the handover of the bag with the service at Vrbik 9a, with the explanation that the bag was being sent to Germany for repair and the initial estimate of the repair by the end of the month. Instead of 2 weeks, it took almost 6 weeks and only yesterday, February 25, 2026, was I informed that I could come and pick up the bag. When I picked up the bag, I noticed that the damaged handle had been replaced, but now the difference between the new and the other handle is visible. I don't think it's fair to repair a premium product within the warranty period in such a way that spoils the look of the bag, because now I have one old handle and one new handle. Was it such a problem, when there was already a manufacturer's error, which should not have happened after only three years of carrying the bag, to replace both handles in pairs, just as car tires are changed in pairs, etc. In short, I am disappointed with both TUMI and Maras. As far as I'm concerned, never again TUMI. In the whole story, I would only praise the dear and kind saleswoman when I picked up my bag in Vrbik today (Thursday, February 26, 2026). Ph.D.Sc. Mario Varovic

bought a mclaren tumi backpack 4.5 years ago for $800, and i was pretty rough with it. It held up well, but eventually got some small tears on the underside webbing. nothing that compromised the bag, but i wanted to see if it could be fixed. they said they couldn't repair it but offered a gift voucher of $1195!! (which is the current cost of the same backpack). I bought it new on sale and ended up with money left over. I was quite shocked, they basically offered me new for old.