TUMIReviews of tumi.com

Tumi may pride itself on “world-class customer service,” but my experience has been anything but. As someone who has purchased eight Tumi luggage pieces over the past twelve years, I’ve never been more disappointed. A wheel broke on both a carry-on and a checked bag, and when I contacted customer service for repairs, I was told both were out of warranty—without any alternative solution offered. I followed up to ask where I could purchase replacement wheels and received no response. It’s now been twelve days of silence. If you’re considering spending over $1,000 on luggage, be prepared for premium pricing without the premium service. I can no longer recommend Tumi.

I’m genuinely shocked — and disappointed — by what I experienced with TUMI. I expected premium quality and service. What I received was anything but. The luggage arrived with defects: the lock was malfunctioning right out of the box. That alone raised questions about quality control. Why is a product in this condition even shipped to a customer — especially at this price point? Then came the real shock: customer service. Deceptive, dismissive, and evasive. They ignored parts of my messages, acknowledged the issue only partially, and then forgot to repair it before sending the luggage back. The final insult? They sent me a repair kit and asked me to fix it myself — after I had spent over a thousand euros on what’s supposed to be “luxury” luggage. This is not how a luxury brand behaves. There was no accountability, no proactive resolution, and certainly no sense of premium service. A last-minute 10% discount was offered as compensation, but even that wasn’t honored. TUMI may once have stood for quality. Not anymore. Based on this experience, it’s clear: this is no longer a luxury brand.

Dear TUMI Team, I am writing to formally raise a concern regarding a backpack I purchased from your TUMI store located at: TUMI Ginza 5-Chome 5 Chome-6-10 Ginza, Chuo City, Tokyo 104-0061, Japan I bought this backpack on 25 May 2025, and within just 10 days of regular use, I have already noticed significant threading coming off from the base where the bag rests. I have attached images highlighting the issue for your reference. This is quite disappointing, especially considering TUMI’s global reputation for quality and craftsmanship. I had not expected such a flaw in a premium product. As advised by your team in India, I visited the TUMI store at DLF Emporio, New Delhi, where I was issued a repair request (Receipt Attached). However, I must stress that this is not a case for repair – it is a quality defect in a recently purchased item. Hence, I kindly urge you to replace the bag immediately to uphold the brand trust I’ve always had in TUMI. Looking forward to a prompt and positive response.

I bought a large roll-on, $1300 and 12 months later the handle comes apart. Now they tell me I don’t have a warranty. We bought 6 bags. Next stop Rimowa.

They don't really provide long term support. I have sent bags back to get new wheels when the rubber wears off. They claim the wheels are obsolete and the bag cannot be repaired. They could have checked by serial number without having me send the bag in to repair facility which cost a lot. Briggs and Riley makes a much better product and they truly offer lifetime repairs that they honor.

Cheap products that are overpriced. I ordered almost $1k in products that arrived in “Made in Vietnam” boxes! There was absolutely no presentation, no gift bag, and no order materials. Customer service is terrible and they do not properly manage issues. Save your money and buy from Shein!

Great customer service and warranty. I had an issue with my backpack I purchased 3 years ago and I received a credit for the full value to purchase a replacement. I ordered a replacement (with monogrammed tag) and it arrived next day! Very happy with the resolution (thank you Pia for your help) and quality of the new bag seems great.

They did not honor their warranty. They did not even try to help. They offered a gift card for 200$ in exchange for keeping my backpack. This is less than half of the original backpack meanwhile the new “similar” bags were made of worse materials much less stylish and cost about 600-725. Also the customer service people were very rude and purposefully difficult. Not at all a luxury experience… Why would anyone want a gift card to buy another one of their products after being treated so poorly.