TUMI Anmeldelser 

TUMI Firenze … qualità e customer service eccellente!
Abbiamo avuto una splendida esperienza di customer service al negozio di Firenze centro … abbiamo dovuto cambiare la maniglia che si era rotta del nostro trolley - dopo 10 anni di onoratissimo servizio. I ragazzi del negozio sono stati gentilissimi e nel giro di una settimana ci hanno restituito la valigia più bella di prima …servizio impeccabile e anche completamente gratuito … grazie davvero, torneremo al più presto!

I wouldn’t have given even a single star but unfortunately no more options. Bought a new bag. Maximum weight I loaded is 7.2 and the shoulder strap started getting off. Sent an email, they asked me for the photos and then no responses. Shame on such a brand. Samsonite is way way way better. Tumi isn’t recommended at all.

My Tumi bag which I seldom used but is more than 5 years old (thus warranty over) has nice quite new looking nylon cover but the handle is spoilt as it can’t be completely pulled out. 2 wheels are quite worn out. Wrote to Tumi service which prided itself as excellent service. Wrote back to me promptly and politely to ask me to bring the luggage bag to Tumi at ION Orchard and the staffs there can help me. I replied that I would like to know the quote, but Tumi service assured that its service team in orchard will be able to assess the luggage once it is submitted for inspection. Warranty eligibility and repair options can be determined during the evaluation, even if the receipt is unavailable. Given the assurance and there is a good possibility that it is FOC (as the handle malfunctions is due to poor workmanship and the premium price), I dragged the luggage bag , took a train / subway to Tumi Orchard. To my surprise, Tumi Orchard could immediately quoted a price of SGD300 for the repair. Not only I was shocked and disappointed that it is so expensive, I was surprised that it is a common problem and Tumi Service should just call Tumi Orchard to get a quote and informed instead of me dragging the luggage bag all the way to Tumi Orchard. I wrote back to Tumi Service to inform I was disappointed that they didn’t just communicate with Tumi Orchard and quote me, instead of wasting my time to bring the luggage to their shop. No reply from them even after 4 weeks. This is shocking from a shop that sell high premium price goods that pride itself for service. Also what’s the point to have a luggage bag with strong lasting nylon but the parts like wheels and handle brreak down so easily , easier than brands like samsonite that cost less than 1/2

Each outlet is different, of course, as they operate with a different set of staff. However, the TUMI in Galería Canelejas in Madrid is simply excellent! They were friendly and really knew their products (I had done my research before buying), and I spoke both English and Spanish when I was there, as well as hearing Portuguese and French. Beautiful products, of course.

I bought TUMI because it presents itself as a premium brand, with premium pricing and the expectation of premium support. We have purchased 5 different Tumi products, this was the first time we had a faulty product.

Unfortunately, my experience was the opposite.
The underlying issue was straightforward. One part of the buckle assembly appeared to be a silver-painted metal component, and the paint chipped off through normal use. The other corresponding part was correctly manufactured, robust, and held up as you would expect.

In other words, one component performed properly and the other did not. In my view, that is not “patina” as they tried to claim somewhat disingenuously after initially accepting it was a fault, it is a faulty part.

What made this especially disappointing was the way the complaint was handled.
I was initially told I would receive a response within 4 days. When I followed up 8 days later, having heard nothing, I was told they were still within their response time. That was plainly incorrect and set the tone for what followed which I would describe as argumentative, unreasonable and unprofessional.

Later, I was directed toward alternative replacement options, including being told that a model I was willing to accept was unavailable when it was in fact listed on their own website.

The return process was also made unnecessarily difficult, including insisting on return before a practical exchange arrangement could be put in place, despite the fact that I use the bag every day.
To make matters worse, different parts of TUMI seemed to take different positions. One team discussed replacement, while another later tried to reframe the issue as normal wear and tear and a “patina” characteristic of the model.

That kind of inconsistency only added to the frustration.
This stopped being just a product issue and became a customer-service issue. The process felt slow, argumentative, inconsistent, and dismissive of my time.

A premium brand should deal with a straightforward fault through a straightforward remedy: repair, replacement, or refund. Instead, this became a drawn-out exercise in delay, partial solutions, and contradiction.

That has seriously damaged my confidence in TUMI, and I would think very carefully before buying from them again. I now know it's just a brand of Samsonite.

I bought a Tumi case mc claren for my iPhone for $195 in Denver Colorado (cherry creek) location.. My case got unglued on the side and when I went to the clerk today (May 1, 2026), He propose, after talking to his manager, that I send my iPhone case for repair.. This is so stupid because I need a iPhone case to protect my phone and the clerk said there is nothing to do but send it to Repair.. I left my $195 dollars case on the counter and I told the clerk I WILL NEVER BUY TUMI again.. I have many tumi luggages and backpacks and regular computer bags and iPad bags .. AGAIn I will never buy anything from Tumi again and you should do the same because of their inflated price with no quality.
Johnny Huard

I love the Tumi suitcase that my husband bought me for Christmas ten years ago. Funny though, it was bright blue when it was new and later turned to aqua blue. We recently pulled it out to lend to a family member and it is now Kelly Green. Has anyone had this issue?

The older products were built well, the problem is Tumi does not honor their warranty after you pay to ship it to them.

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.

Every time I look at my $1900 carry on I could scream! I was told how light it was blah blah. The bag literally weighs over 8 pounds and you are allowed 17 on European flights no exceptions. What gets me so upset is after I bought it I took it back inside the return window. I admitted that I used the bag once even though it looked perfect! I felt it was too heavy after being told how light it was. I didn’t know better I trusted the sales person at the time. I didn’t research. When I took it back he starts talking pounds….he said it’s only 3 pounds difference. He offered to send it in their customer service to see if they will allow the return. 3 months later and many calls they give me my bag back with nope you have to keep it. I went there for an education and was sold an expensive road trip bag that was beat to he*l the first time I was made to check it. Never again TUMI! Your sales people lie and I’m stuck with a bag I absolutely hate! Save your money. Luxury luggage is for suckers. Get the lightest bag on the planet that will fit the most luggage for a carry on end of story.

If I could give zero stars, I would.
I lifted my tumi carry on and the handle snapped in half. I returned it to Tumi, with the broken piece; the Repair area claims it could not be repaired, but they can offer me $90 toward a new bag and they will keep this one. What a racket! I said no because a new hard case is now $595 and up, and I would be losing twice. I refused the bad offer and they returned the case. However, they did NOT return the broken handle. I have been waiting since December. The company has deteriorated and they are not even responding to my complaint on BBB.
Do not buy Tumi!

My Tumi carry on bag was about a year out of warranty and the front zipper broke. I took it into the store and it was a $15 charge to send it out for a repair assessment which I paid. Would be $90 to put the zipper back on the track (which I already could do) and stitch the end so it wouldn’t come off again. $90 charge. Not even a new zipper. When I said I would do it myself, they said I wouldn’t receive it back for 3 weeks…the person that does the shipping is on vacation for 2 weeks and no one else can do it! I won’t be purchasing anymore Tumi products. So disappointing. This used be such a luxury brand. Not anymore.

I am a satisified customer from early 2000 and I went to Milan shop for a repair to my trolley. The staff was very kind and service perfect and on time. Congrats