TUMI Anmeldelser 

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.

The worst value for the price and the very worst customer service ever!
I ordered a carry on and a large checked bag. The zippers kept giving me a hard time like cheap bags, and the checked bag is unbalanced unless you fill the whole bag completely, and in that case it would be overweight!
The bag kept tipping forward.
I contacted customer service, first they tried to brush me off, then after many many emails they sent me the return labels. I returned both luggages immediately, but they refunded me $750 for the small one and never refunded me the $990 for the large one! TUMI company is just awful! quality went down, their prices are exagerated and you can't even reach customer service by phone! When you contact their customer service by email, you wait forever for a response and then you receive a BS response! In the end I had to dispute the transaction with my bank using the return delivery proof...what a waste of time and energy, I will never buy from Tumi again.

Bought briefcase at Tumi store in Houston Airport , showed the assistant from website case i wanted , get home to UK and its the wrong case they packed . Tumi in Regent street simply to unhelpful told to contact store in Houston . Second rate customer care , second rate global brand . If you sell globally especially at international airports at least have a returns policy that works globally . Very very disappointed ☹️

TO ME they are a not a luxury brand, the product quality is marginal, the price is premium and their service and warranty is the worst in the industry. They just pulled a bait and switch on a warranty claim so never again. I sent them a bag that couldn't be repaired and they sent me a cheap, low-end model in the same size. A $600 lesser value. They are dead TUMI!!

They are scamming people when it comes to say they are going to give you free gift. One big scam.

I ordered something through this company and they charged my debit card. And they knew they were out of the product, and now they say I won't get a refund for over a month. This company is deceitful, is not good! I will never use it again.

Had a Tumi carry-on, the wheel rubber actually peeled off in the airport! Embarrassing and unfortunately on my way out, so all trip I was struggling. I didn't ditch it and by another because Tumi is a reputable company, right? I came back and hit the Tumi store, paid for shipping out and then they said, out of warranty. I discussed the fact the rubber wheels falling apart was a defect issue. No go. After they told me I'd have to pay $125 to repair, I declined so they offered me $85 towards a new bag. Why not just fix the wheels? Will not buy Tumi again, there are so many other options.

1300 euro suitcase had its handle snapped into 2 pieces after just 4 fights. Complete garbage. Used to be a loyal customer but no more. Goodbye Tumi.

I purchased a work computer backpack from TUMI, expecting the high quality their products are known for. Unfortunately, the backpack fell short of those standards. I contacted TUMI the same day I received the product, only to be told that their hidden return policy prevents me from returning it. A return policy shouldn't need to be scrutinized if the product meets expectations.

Despite reaching out twice to resolve the issue, TUMI showed no interest in making it right. For a $400 bag, I expected better quality and customer service. Instead, it seems they prioritize profits over customer satisfaction. I won’t be shopping with TUMI again and wouldn’t recommend them to others.

Our recent visit to the Tumi outlet store in Tampa was exceptional. The store offers a diverse selection of premium Tumi products at competitive prices, making it an excellent destination for quality travel essentials.

What truly stood out was the outstanding customer service. The staff was knowledgeable, professional, and genuinely helpful, ensuring a seamless and enjoyable shopping experience.

For those seeking high-end travel gear with top-tier service, the Tumi outlet in Tampa is highly recommended.

So I have this expensive, hard-sided Tumi suitcase that is probably 5 years old. The top handle just snapped in half on my last trip. So I sent it to the Tumi repair center. It's a handle, right? The TOP handle. They said it couldn't be repaired because the "parts were obsolete." It's a STRIP OF PLASTIC!!!! They offered me $120 off a new suitcase. Sooo unacceptable. This is just wrong. A perfectly good suitcase in the landfill for a broken plastic handle....

Only had this luggage 18 months and already the handle broke, the luggage tag broke, the zipper broke, and the fabric pocket detached. I’ve been trying to get my money back, or a replacement but they are so difficult at Tumi. The csr does not care, just keeps feeling me to ship this huge luggage to them. I will NEVER buy from Tumi again.

They have great products. Other then having to be on hold for a while to speak to someone over the phone. They were able to resolve my case well. Very Satisfied with the warranty and resolution. Love the briefcase.