TUMIReviews of tumi.com

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

Long wait times (over 30 minutes) to get a hold of someone. Once connected, the agent is very pleasant and helpful.

I don't get what I ordered and we both know sending it back is a pain in the,,, I have wasted enough time and money that can't even get there order right. Very disappointed!!

Until today, I would have given tumi 5 stars. I’ve purchased many many many shapes and sizes over 30 years and was happy to spend the money because of the quality and company that stood behind their product. TODAY, I’m disappointed in the brand as they won’t stand behind the promise they gave me when I purchased of a lifetime warranty. Shame on the new owners for not keeping that promise and warranty. I understand all new luggage is sold under a different warranty but I purchase ALL of mine under the original warranty—it’s why I purchase luggage for me, my family, friends, etc. I will not be buying anymore from TUMI. Not because their product is bad but because I can’t trust their word. Shame on you.

So, I've been happy with the quality of Tumi products and the service I get in the stores. However, the Customer Service center is awful and quite frankly will scam you if they can so be sure to save all of your receipts. The pull handle of my suitcase (which i bought 4 1/2 years ago so still under warranty) broke. I took it to the store and they sent it out to the customer service center (for a small cost of transport, which is annoying but understandable). I got an email from the Customer Service center saying it was not repairable (because the pull system was now obsolete) and to email them for next steps. I decided to call instead of email because I felt like I wanted to talk through my options. The customer service woman proceeds to tell me that my suitcase is no longer under warranty because I bought it in April 2019. I said no, I bought it in December 2019 and I have the receipt, which I then sent to her. While I was waiting for the email to go through, I said maybe you're looking at the wrong receipt because I did buy something in April too, but that was a different piece. She said we don't have any receipts in the system - so if that is the case, why did she say I bought in April 2019? So, if I wasn't on top of it or didn't have my receipt, then she would have tried to cheat me out of store credit for the full amount of the bag (minus sales tax if you want to use the store credit in the store as opposed to calling Customer Service). That is not appropriate for a top tier brand like Tumi. When I use my store credit, I'm going tell the sales associates what happened and see if they will raise it to management because they seem quite good. That standard does not seem to apply to the Customer Service center.

Low prices, but low quality. Saying so true "You get what you pay for". This company also charged my card before the items were shipped. One week after my order was placed, I received an email stating that an item was no longer available. However they had already taken the money from my account. Amazon puts the charge on your card, but it is not completed until after you receive your order. NOT this company! It also took 3 times longer then it would have with an Amazon. Too many issues with this company.

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.

Have a Tumi roller bag; Wheel literally came loose and fell off, with no damage. Tumi charged $75 to repair - not what I would anticipate for a premium brand?