TUMI Anmeldelser 

Had an issue with a damaged product (completely my doing) and contacted Tumi for a repair, the full service was brilliant, including the initial communications, updates throughout and shipping.
Special shoutout to Sascha and Wilma who assisted.

Just don't buy Tumi if you want customer service response.
I bought a Tumi back pack years ago from Selfidges London with a lifetime warranty.

the grap handle came off but I had it fixed myself.

now all the tabs have broken and I have emailed customer care in Australia asking for new tabs.

no response at all.

I purchased a Dakota bag some years ago that came with a Lifetime Warranty. The telescopic handle broke. I sent it back for repairs. First they said it was out of warranty. I sent them a copy of the Lifetime Warranty that came with the bag. Then they said they couldn't get the parts. When my Briggs and Riley bag (also with a Lifetime Warranty) of the same age had the same problem, they fixed it promptly at no cost. Lesson learned. If you are going to spend that much for a bag, get a Briggs and Riley. They will honor their Lifetime Warranty.

Terrible customer service, they send you from one store to another for getting Tumi laptop bag gift wrapped and coincidently all stores run out of gift boxes the same time!!!!
I hopped to 3 stores at different locations and a pity you pay for their stuff but poor customer service!!!

I am very disappointed with tumi customer service. Tumi is good brand but they have horrible customer service. I try to reach them by the they put me hold 1 hours. I paid 90 dollars express shipping. I didn’t receive my order they don’t answer phone and they don’t respond email and chat. I am very disappointed they have worst customer service it is very shame for tumi. If you are sale expensive item. Why u cant have good customer service.

Taken 2 lots of £32 out my bank with nothing being sent ..
I want money back but impossible they take but don't give it back now baned xxx

I had a Tumi suitcase for a while. I loved it but the zipper broke and the wheels stopped working properly. I went into the store to get it repaired. They charged me $25 just to have them look at it, only to be told it was not repairable and that they would give me $150 gift card and they’d throw it out. $150?!?! Their cheapest hard shell carry on replacement is $750. Most are >$1,000. They think I’ll be a loyal customer after this joke of a resolution? Doesn’t even cover the taxes of a new bag.

If you’re considering investing in a TUMI bag, think twice. My experience with their so-called "premium" brand has been nothing short of infuriating and disappointing.

I purchased a TUMI suitcase in March 2023 from their Coral Gables location, expecting it to last for years based on their high prices and advertised quality. However, within just 1.5 years and minimal use, the zipper broke, rendering the bag useless. Despite their warranty clearly stating coverage for zippers under “normal wear and tear,” TUMI refused to honor it. Their repair team deemed the bag “unrepairable” and instead offered a $550 credit — a fraction of the bag’s value — contingent on me purchasing another TUMI product. Essentially, they wanted me to buy my way out of their faulty craftsmanship.

Repeated attempts to address the issue, including referencing their own warranty terms, fell on deaf ears. Their responses were robotic and dismissive, with no real concern for customer satisfaction or the integrity of their products. They’ve made it clear they prioritize their bottom line over honoring commitments or retaining loyal customers.

I’ve spent thousands on TUMI products, but this will be my last purchase from them. A brand that charges premium prices for subpar quality and fails to stand by its warranties isn’t worth your time or money. If you want luggage that lasts and a company that values its customers, look elsewhere. TUMI’s reputation as a high-quality brand is nothing but expensive marketing.

Bought a bag July 2023 with credit issued for a previous defective product and paid the the difference. Used bag for 6 months. Zippers became tarnished and brought it to Tumi store at Yorkdale shopping centre (Toronto) for repair. Was advised that it could not be repaired and was offered a low amount as a credit towards another purchase. Would not reconsider or negotiate the amount. I suggested a replacement bag & provided model. The difference was not big, but shows that TUMI has cheapened their brand by selling overpriced substandard products and not honouring their warranty or their commitment to customer service.

I purchased 2 TUMI suitcases (not from an outlet) and within a couple of years the handles broke on both of them. I took them to two different TUMI stores and I was told that they do NOT make these handles any longer and that they would give me a small price for the set to put towards a new set. I DON'T WANT A NEW SET... I like the two I have and the offer was so small it was ridiculous... YOU DONT MAKE THE HANDLES ANY LONGER????? I would have to spend close to $2,000+ for a new set even after using the small amount of money they offered me towards the old set... I went home and got on AMAZON and ordered two handles ($20 TOTAL), unscrewed the old broken handles and simply screwed in the new handles.... TUMI COULDN'T DO THAT??? I will NEVER give them my business again. All they cared about was selling another set and NOT TAKING CARE OF A CUSTOMER... What kind of quality are these made of If both handles broke after just a couple of years??? For the price, I will go elsewhere... BE AWARE, TUMI's "WARRANTY" IS A JOKE!!!

I purchased a TUMI carry on suitcase and have used it about 10 times. The zipper broke so I sent it back to TUMI for repair. They said they could not repair it. I think their product quality has declined quite a bit. I thought they would give a reasonable credit towards a new new piece a luggage. Now I have an expensive matching backpack as a reminder of the lousy suitcase I have to throw away. I will not be getting anymore TUMI products. I am glad that I found this review page. Now I know that it is a company/product issue.

Le ragazze del negozio di Roma sono gentilissime e super efficienti. Mi hanno sostituito in tempi rapidissimi le ruote di due valigie di un modello di qualche anno fa e per mia gioia sono tornate nuove, sono poi stata di recente in negozio per un acquisto e sono state come sempre gentili ed professionali. Ottimo il servizio di personalizzazione incluso nel prezzo dell’articolo acquistato. Azienda Top.

Impossible to registrate my backpack as i bought it in romania didn’t find the appropriate site ???
After 6 weeks and two flights the loop brokers
The seller didn’t want to take it under warranty as i didn’t have the invoice with me ( even i have the evidence of purchasing with her and she recognize me
Very far from what Tumi promised
Terrible after sales service

What’s going on! I purchased a suitcase as a gift …. It took forever to receive it… unsatisfactory size, resulting in wanting to return it for possible exchange to larger size…nobody answers the customers phone number … nobody replies to my emails or text!
What’s next ? Return it to a store more than 1 hr away …. So sad ! And this is supposed to be a premium brand …. Walmart has better customer service !

Overpriced and marginal quality. Even if a zipper breaks Tumi won’t repair. They tell you to buy another. Doesn’t wear well.

There are much better products out there that are also better priced.

Before you buy a Tumi you should first imagine that you have purchased a ridiculously prices piece of luggage for them. Your new item breaks. I suggest you try calling their customer service number.1 (800) 299-8864 (Thank me later)..... When it disconnects saying “due to unforeseen circumstances we cannot answer this call… then click… hangs up, without any suggestions or help, imagine that you have an issue with one of their expensive pieces of luggage and this is the ONLY number you can call. You do of course have the option of going through emails. Which I did. Sent my bag off to be repaired, returned both times within 2 days, not repaired. There is no one to call. Terrible Customer service.

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!!

Purchased three bags off them two years back now the quality is still good the durability is by far the best thing about this product maybe reading the other reviews I'm lucky as I know others have had issues with zips but for me I love the durability of the suitcases

Quite possibly the worst customer service many of my colleagues and I have ever encountered. They are unreachable and continuously refuse to honour warranty.
In the past one would buy a TUMI product because of the excellent quality and generous warranty, which provided peace of mind.
Nowadays the products are of poor quality and break or fail after a year or two. Then warranty claims get rejected.
I paid just under $1100 for a bag. When the zipper failed after three years they said “we can’t repair it and we won’t replace it”.
It's sad to see how a once famous brand got destroyed by greedy management.
People had warned me not to buy from them, I wished I had listened to their advise.
There are many better alternatives out there now.

I was a very regular traveller internationally.
I purchased several Tumi luggage items, which I found very hard wearing.
After several years use the carry on wheeled case and laptop backpack required repairs. Tumi repaired both items free of charge, including the transport.
I have found the products and service excellent.