"I tried to order a bag days ago & have no updates & the charge is still pending on my card. My advice to anyone that wants a Tumi is to buy it from Amazon (a licensed dealer) & then take it in to get it monogrammed. I have written Tumi online and have no responses. I am going on a business trip tomorrow & could get the bag at DCA or ATL but I have no communication. I’m wondering if I shouldn’t just get a bag from another company "
"I was told my ballistic nylon laptop bag had a lifetime warranty. In under 3 years the seam ripped in 2 places. I took it into a Tumi store and they offered to send it in for repairs under the warranty but I had to pay $15 for the round trip shipping. After 3 weeks I called them to follow up on the status since I still had not been contacted and they told me that my bag was not repairable and I could have a full retail credit of $295 but the new laptop bags cost much more now and they only come in parachute fabric. I called an outlet store to see if they had the same bag to replace but did not. While they were nice and sent me photos of other bags, nothing was similar. I had them return the bag to me and my local shoe repair was able to fix it for $20. I asked Tumi to reimburse me the $15 shipping and $20 to repair but they won't. They were simple seams that had to be restitched and Tumi won't do it. So much for buying a high end product, might as well buy the knock offs and cheap bags next time. "
"I sent Tumi a picture of my suitcase, one of the zippers was pulling , they sent me a repair number, i had to pay to have it shipped cost $125 dollars as they had get a big box. Off it went and about a month later i got it back , no note nothing at all had been done. So much for fixing the stitching on the outer pouch. I am still using my suitcase but it will pull out shortly.
I paid a hefty price for the suitcase.
MMZ"
"Tumi.com sold me a Tumi that has no trace number."
"The item itself may be good but their customer service and returns are HORRIBLE. They said I should receive my return in 2-3 business days, but it's been 2 weeks and haven't received it. I called them and they said their "system" is down and the IT is working on it, but other than waiting they can't do anything. I made a big purchase so obviously I'm gonna time be concerned about the return amount. A different company with a similar issue had processed a reimbursement manually for me before, but TUMI was unhelpful. So angry with their services. I will never purchase again unless I am 100% I want the item, never want to go through this return hell."
"Sent backpack in for repair. No response for three weeks. Had store call and they told me Id receive an email. No email. Finallynafter 4 weeks requested items return. Hope it comes. Not optimistic"
"I have had a carry-on (style 572C, if you're curious) that only gets used occasionally, since I don't travel much--I've probably traveled with it less than 10 times, and never checked it through baggage handling. So imagine my surprise on my last trip when I noticed two holes on different parts of the bag, both along seams. This is supposed to be an expensive, high-quality bag, and it's popping apart faster than luggage I've used more and paid 80% less for!
I took it to a TUMI store to see about repair. They informed me it's no longer under warranty, so I'd have to pay $30 to ship it off to see what they can do. Fine They're supposed to email or call me in a few weeks to let me know what the verdict is.
Two months pass, and nobody from TUMI has contacted me. I finally get a hold of them (after multiple attempts because they don't answer calls later than 4:45 pm EST!) and they inform me my bag is irreparable (!), but I can have a $90 credit. Right. The wheels and telescoping handle are all perfectly functional, and I had just traveled with this bag despite the two smallish holes. Nobody can sew up two seams, but I should spend another $300+ on another bag that might fall apart within five years of light use? I don't think so!
Not bothering with this company again. Getting myself a Travelpro carry-on, which is cheaper and has a better warranty. "
"First, I have a Tumi Tech backpack, the handle ripped after about a year.
Second, I have just placed an order for another Tumi (call me a masochist). The order is not in my account, and their website chat window simply doesn't connect.
I think this company has been living off of only its reputation for much too long, there is no longer anything behind it. I regret the last order."
"I ordered a suitcase through the tumi website as a part of their cyber Monday promotion. I never received any kind of confirmation from tumi but did receive a confirmation from PayPal. After a few days I contacted tumi to try access the status of my order. Tumi was unable to locate my order even with the PayPal confirmation number. The person I spoke with said, "there were lots of mix ups with the site because of the high holiday traffic." I was not offered any kind of opportunity to reorder my purchase at the same price because the promo code that I had used had, obviously, expired since it was for cyber Monday. Even though it was tumi's fault that my order was not fulfilled they made no attempt to correct the error. I would expect much better from a premium brand."
"I have a few Tumi products, one of which is an expensive cross-bag purse. After 2.5 years, the zipper broke. I was treated poorly in the store when I went to have it fixed or replaced. I had to pay $15 to send it in. Later, I was told I had to pay another $75 for the repairs. It has a 5 year warranty for defects or failure due to normal wear and tear. The message Tumi left for me said that the bag was found to have suffered from "wear" and that is why they will not repair it. A lifetime warranty might be a bit nebulous (though North Face stands up to their lifetime warranty), yet a 5 year warranty for wear and tear should cover a broken zipper. Buyers beware!!!"
"I have similar issues with other reviewers on Tumi's customer service and misrepresentation. I had ordered a suitcase on their website and saw the same one at Nordstrom for $110 less, so I called the customer service number to cancel the next day and asked for a confirmation #. They said they would contact the warehouse and send confirmation of my cancellation via email 2 days later. When I called 2 days later to follow up as I did not receive an email, Tumi informed me they had just shipped it and the item is non-returnable/non-refundable because I had clicked on their optional perk for a free monogram on the detachable luggage tag. Nowhere in the check out process did it disclose that exercising the free option of having 3 letters stamped on a cheap detachable/replaceable tag (not on the suitcase itself) which I assumed was an extra perk for the purchase, would render the entire expensive suitcase un-returnable. Moreover, I had called early enough to cancel the order that they would not have had time yet to fully process the order or stamp 3 letters on a luggage tag. To disregard my cancellation request, proceeding with the order, then using the "free" monogram hook to prevent me from returning the item seems dishonest. I can't help but feel bamboozled and forced to purchase and keep an item I do not want & find Tumi's conduct rather dishonorable. Overall a very upsetting and disappointing experience with Tumi."
"I have had THE WORST experience with Tumi.com. They're call center is not connected to the warehouse and nothing is connected to the stores. I ordered a suitcase off their website for Christmas and then cancelled it because I saw a different one that I liked better in their store. At the time of cancellation, I was assured that I would not be charged. Not only was I charged, but I could not stop the shipment. In all of my phone calls with customer service (and LOTS of long wait times) they agreed to refund the shipping as well since it was their fault that the cancelled item went out. When FedEx arrived, I declined the package. Here I am, almost 1 month later and I am still following up on my refunded charges. This has been a part-time job in itself. TERRIBLE customer service. My family have been longtime Tumi customers - not anymore. "
"A great surprise... I bought a $500+ expandable suitcase from a local store 13 years ago. It was a great suitcase especially considering the frequent international travel I had done, until 6 months ago i started to notice the rust on the screws inside the suitcase. it got worse and even the fabric started to change color. Took it to a local store and the store manager tried to tell me that Tumi had changed hand and the customer service is not good any more and Tumi is most likely not going to cover the repair and I should have the repair done locally(you wouldn't think a distributor of Tumi would say that sort of things but it turned out the store, bag&baggage in kansas city, has this most unethical store manager I have ever run across). Anyway, I insisted on sending the suitcase to Tumi after realizing that the rust damage can't be repaired at the local store. What a nice surprise, two weeks later, Tumi sent a brand new suitcase at no cost to me other than the original $20 shipping/processing fee. I am also so happy that there is a local Tumi store now so I can shop without going through a different store."
"Bought a $1000 suitbag.. Thought it was high quality with good company backing. after about 6 months..product started falling apart..zipper breaks, plastic frame cracked, bolts fell off. Took it local store..had to pay $25 just for them to ship it back for assessment. Results only 2 zippers were repaired and the rest was still broken and that was it. Bad Customer service."