TUMI Anmeldelser 

Our Tumi wheeled briefcase, which is as good as the day it was purchased a long time ago, had a 'Sex' screw fitting for the telescopic handle work loose and was lost.
After giving details of the case and lost part online Tumi customer service, without hesitation, sent the replacement fitting plus a spare in short order.
Thanks!

I order my Tumi International Duai in December. I supposed to received on January 5, after I got message that will be deliver 15 of Jnuary.....after my 6 contact with Tumi by text message i did not got any answer from customer service. I called today , customer service representative put me on the hold and after 10 min. waiting on line she said that she will process my case to manager, because she doesn't know what is going now. Not good customer service..........I am waiting for manager call me........

Horrible customer service. Very rude! Spent over $10,000 and had a few problems that was their fault and treated me very badly.

Bought a Tech product from Tumi. Both handles snapped off. Both Hong Kong & Bangkok could not repair (no parts for this product). Found a Luggage repair company in Bangkok perfectly repaired for 20US$.

Outstanding, excellent, perfect service!!!!!

Edwin Correa is by far the best sales rep in the history of sales representatives!!

Mr. Edwin Correa's professionalism raised the bar for the rest.

Thank you Edwin Correa of the Bellevue, Wa. Tumi Store!

Best,
Jimmy Rodgers

I have an International Carry-On Tumi. Tumi has always been GREAT to me. The first one had was damaged during a trip and one corner was completely crushed. When I brought it into TUMI, they took it back and replaced it with a brand new one. Recently, I returned from a very long trip to find the built-in lock was broken and part of it was missing. I sent it back to the repair center and even though it had many trips on it (based on the number of airline tracking stickers on it), they replaced it again under warranty. I'd say that's awesome customer service.

No customer service at all
For more than six months there has been no response whatsoever: emails are not answered, the telephone number indicated on the website and on the return document is outdated.
This business behaviour is in no way in line with the high prices of the products.
This was a one-time purchase which will not be repeated. Total disappointment.

Quality and service below expectations. Customer service has been ignoring my emails for the past 6 months.
Luggage had a broken wheel. Tumi offered to fix it and sent me a shipping label. After analyzing the article, they decided fixing wasn’t possible and kept the article in
exchange of a discount voucher - which they never provided. Had followed up several times for the past 6 months, with no replies.

From what I was told TUMI Singapore has since reverted back to its principal and is managed out of Hong Kong.

Previously, doing simple repairs like a handle replacement was simple and fast - pop into a store and its done in 5 mins.

Now, I have written emails to them, tried calling. Its been more than a week and they have yet to respond as to how they would be fixing a busted handle.

Its no wonder, less and less people I know still use TUMI.

The TUMI store in downtown Chicago on Michigan Ave was amazing! Thomas & Maria were a wonderful help. They were able to repair my bag right there IN store. And gave me a beautiful monogram for the suitcase. They were so kind & helpful!

Ordered the $700 Esports 17 backpack with a built in USB-C port. Tumi has now sent me two bags with a USB-A port. My friend had the same experience with his replacement. We are under the impression Tumi is engaged in deceptive practices and suspect there is no USB-C bag, or they are clearing out old inventory on unsuspecting customers.

Tumi assured me quality assurance would confirm this replacement had a USB-C port as advertised. Why was this not done? USB-C and USB-A look nothing alike. If Tumi’s QA team cannot differentiate between these two ports they should not be working in QA.

This is a very disappointing customer experience for a $700 bag. This was my first Tumi purchase and it is likely to be my last.

I had a sticky problem with my Tumi hand luggage during my trip to New York in July earlier this year. I had tried to resolve the problem with the handles of my case in my London base without much luck. So i paid the Tumi shop at 10 Columbus Circle in NY a visit.
I was attended to in almost courteous and professional way by the store manager,William Sullivan. He solved the problem in an instant,as if it was never really a problem in the first place. This guy was an absolute expert in Tumi merchandise. He knew all his products backwards.Friendly and decent and full of candour William clearly loves his job and is a customer pleaser. I shall be buying more Tumi stuff from him on my next visit to NY for sure.

Is there a less than 1? Received a bag for retirement but not for me. Website states ypu can return to any store with a gift receipt and although you cannot receive credit or money the credit will be refunded to the original card owner. Went to store in Eaton Center and the unprofessional staff wouldn't abide by the policy. They are making me give it back to my colleague to return it for credit. Unethical business practice and I will never buy anything from Tumi ever.

Do not buy TUMI anymore... Terrible, terrible customer service. I purchased a Tumi Alpha, short-trip, softside suitcase in November of 2021. In less than 9 month a hole developed in the fabric. The warranty says that if you have any damage in the first year TUMI will provide a replacement. Net/Net they offered what I paid at Nordstrom (although Nordstrom had increased their price by over $200 in the past 9 months) and told me they'd give me $660 that can be used ONLY on the Tumi site.... OK..... When I look at a comparable bag on their site, it's ~$900 USD. So this 100% warranty isn't a warranty at all. Nope. You do not get a comparable bag. My bag was considered a 'short trip, soft-side' suitcase and the prices on the TUMI site are from $895 to $1895. So I just asked for my old bag to come back. What a joke. You pay extra for Tumi's 'life time' warranty which isn't a warranty and not for life... I hear Briggs and Riley or Rimowa are better. NEVER AGAIN.

Tumi after sales services and customer services is one of the worst that I have ever seen out of so many luxury brands in the world. I bought a slim briefcase for my husband as a birthday present and the briefcase went out of shape after a few months of usage. One side of the briefcase lost it's support out of nowhere and it became dented and looks out of shape on one side of the bag. There was no reason for this to happen if the quality and workmanship of the bag is good. My husband only used it for paper documents and since it was a gift from his wife, obviously he has used it with care. Since the bag is still within the warranty period, I tried to email customer service to provide solutions on the repair services for the bag as the terms and conditions clearly stated that 'first year worry free, under normal wear and tear, you may send in the bag for repairs and if we can't fix it, we will provide a one for one exchange to either the same bag or another model of equal value'.
Sadly TUMI did not honour their terms and conditions, they pointed out that the bag was beyond repair from merely a photo of the bag that I sent them and they also mentioned that the bag will take the shape of what is being put in. Despite the fact that I have tried to explain that only paper documents were being put in to the briefcase and the bag was definitely not stuffed with bulky items, and if we were to misuse the bag, why did only one side of the bag became out of shape? I popped loads of questions to customer services via email, not only did they took their own sweet time to reply but each reply did not answered any of my questions from the previous email. Basically all their replies were a tone of 'Sorry there is nothing we will be doing for you. You bought an expensive bag there is a problem, too bad then deal with it. Even if it is under warranty, we are still going to be saying that it is your fault'.
I was clearly helpless and speechless on the whole situation. I thought calling in to the customer service hotline would enable a clearer communication and make things better, little did I expect that it almost drove me to my grave after speaking to the customer service agent on the phone. The customer service agents sounded uninterested and their tone spells unwillingness to help. Each time I called, they will make me repeat my whole story and while I was doing so, they do not sound sorry or empathetic to hear my plight, instead their monotonous voice only show me they are not willing to do anything and that I will just have to deal with it. Before the call was hanged up, they will only say that they will escalate my case and they will get back to me in a day or two to update me on the solution but NO, I have never once received an email or call from them to follow up with me or provide me with updates after weeks of conversing with them. It is always me having to call back and ask for updates by repeatedly telling my problems again and again. Nobody bothers to follow up and call or email me back.
The ultimate solution that I got from Tumi after calling them back ample times for updates were they will still not repair it, not replace it and they chose not to addressed the part on the terms and conditions stated under warranty being raised by me. The best they can do for me is providing me a 10% discount for my next purchase.
I was utterly speechless and i chose not to say anything anymore. They are a joke to be offering that kind of solution.
TUMI clearly is not worthy of being labelled as a prestigious and luxury brand. Their customer service is low class, impertinent, disrespectful, unsympathetic, cold and inutile. The workmanship is way below average and the quality provided clearly does not match it's high tier pricing. It is as good as a scammer company who do not honour their black and white brought across to their paying customers.
I clearly do not recommend TUMI to all of you who are considering to purchase any products from them. They are undeserving of even 1 star.

I will never again purchase a Tumi bag. After an extremely poor experience dealing with customer service and the repair team, I have a rather bad taste in my mouth about how Tumi operates and treats their customers. The repair was for a handle that just completely popped off mid-trip on a bag that was less than five years old. This does not speak to the luxury, high-quality excellence that Tumi preaches.

To top it off, when I expressed my frustration in a lengthy email to Tumi about the hassle and pure rudeness in dealing with the process to repair the bag, I only received an automated response. Just unreal that a brand would operate this way in a day and age where options are endless. This was certainly not my first Tumi bag, but I can assure you it was my last.

So besides using UPS for repairs and returning your luggage VERY dirty after "service", this luxury brand just pretend you forget the warranty they offered you when you bought the luggage.
I have been dealing with them for years just because my husband really loves the brand but this was the last time.
Never again, don't waste your money. TravelPro's are way better.

Tumi uses UPS, a shockingly awful company with an even more abysmal Trustpilot rating than Tumi, imagine that! Birds of a feather as they say.

I just have had my flight back repaired at Tumi Service Gmbh. I’m impressed over how fast it went and the shipping was paid by Tumi. They changed wheels, handle, and rim board - I expected to be charged for it but they did it free off charge, even though it all was do to wear 🤩
Thank you Tumi!

Worst company I have ever dealt with. Ordered a product online, returned it and have been fighting to get my money back for 3 weeks. I see they received the item back as I tracked it but they are telling me to contact my bank as the issue must be that end. What a scam. Will never purchase again. I order from pottery barn, Home Depot, Walmart, lowes, Amazon…you name it….never have to even call. Get the refund and an email confirming. Not Tumi. This company has horrible horrible service