TUMI Anmeldelser 

I paid $750 for the leather Tumi backpack in February. In June the backpack started to collapse in the front half, so it wouldn't stand up when I sat it down. I sent to Tumi wanting to get repaired through their warranty program and they said there was nothing they could do, other than return it to me or offer me 50% off if I wanted to buy a new one. The rep I spoke with said that's normal, I suggested it's not at I've had backpacks that cost less than $100 and this never happened. DO NOT WASTE YOUR MONEY on this product!

Ordered a laptop case for my wife's birthday. Zero communication from Tumi AFTER they accepted my order and payment. When I tried to call their Customer Service number it was an automated message stating their phones were "not working". What? Got an "update" email that was completely blank. Shortly after, got an email stating the order had been canceled but NO EXPLANATION WHY??? This is seriously the worst customer service from a supposed luxury brand I've ever received. I will never do business with Tumi again.

Tumi is no longer synonymous with high quality and superb customer service. Bought an iPhone Folio and, after 10 months, it stared to wear. After 11 months, a piece was set to break off, making the Folio useless. I brought it into a store in Manhattan where a salesperson said she would issue me a new one but they no longer carry the ones for the iPhone 14 (and she couldn’t try to secure one??). She said to mail it to the repair team and if they can’t fix it, they could issue a new one. Repair team said it couldn’t be fixed and it was out of warranty so it can’t be replaced. I spent a lot of money to get less than a year’s-worth of a product that I should have had for years. I’m so disgusted with Tumi and, for sure, will never by another Tumi product. How can a company market itself as a purveyor of luxury and quality when they offer such miserable customer service? It is shameful!

I'm regular shopper at TUMI stores around the US because I travel alot and and love their products. Out of all the stores I go to the Scottsdale store hands down has the worst customer service. I've been to that store so many times because I lived between Tampa and Phoenix for 2 years. For some reason they just refuse to ever give me any assistance even when the store is completely empty unless I hunt them down and ask. One lady wouldn't even say hello, finally I just asked do you work here, she said yes but thats it. I don't believe anyone at that store has ever acknowledged me or offered assistance even with store empty. So I just wait till going to Tampa or somewhere else not spending money in that store. TUMI please deal with this your products are too good quality to have representation like this.Thankfully other stores are great.

I have several Tumi bags I have loved over the years. I Dropped off my bag for repair on Apr-26 at Toronto Eaton Ctr store, and got it back unfixed on Jul-22.

During this time I visited the store 2 times, called consumer affairs 3 times to be told the bag could not be fixed and would be sent back to my home address, and sent 1 email in late June demanding some form of response. The only response from Tumi to the 6 communications, was 1 email that my bag would be sent back to the Eaton Ctr store, not to my home, by mid-July.

I went back to the store on Jul-22 and they found my bag in their storage room. They had no plan to call me and advise it was ready for pick-up.

Customer Service at Tumi, should be replaced with “customer does not matter”.

Terrible customer service. Living in the dark ages for online service and delivery

Don't waste your money to buy Tumi. I received a gift from company I work for my 30th work anniversary.

I used it for two years then handle broke, I took it to a Tumi store and was told we will fix it or replaced it free of charge. Two weeks later they return my luggage and stated they can't fix it but offered me $300 toward new Tumi costing $1,100. They are by far THE WORST CUSTOMER SERVICE COMPANY.

I bought a set of the 19 Degree luggage early this year. After 4 months of use, I can say it is the best luggage I have ever owned! It packs and zips easily, rolls so smoothly and the carryon size fits in all airplane bins except for the smallest plane in the United fleet. The attached tag on the side is a nice addition. I highly recommend these bags!

I have many TUMI products because I loved this brand. I had to repair an alpha bravo cabin baggage a few months ago and the European repair centre told me that it was not repairable, so they offered a 179€ voucher.
I tried to use the voucher to buy new products and the voucher doesn’t work. The repair centre doesn’t answer the email to clarify.
After changing the ownership, this brand deteriorated the customer service which was a good reason for me to buy these products.
TUMI ha lost another customer.

Until today, I would have given tumi 5 stars. I’ve purchased many many many shapes and sizes over 30 years and was happy to spend the money because of the quality and company that stood behind their product. TODAY, I’m disappointed in the brand as they won’t stand behind the promise they gave me when I purchased of a lifetime warranty. Shame on the new owners for not keeping that promise and warranty. I understand all new luggage is sold under a different warranty but I purchase ALL of mine under the original warranty—it’s why I purchase luggage for me, my family, friends, etc. I will not be buying anymore from TUMI. Not because their product is bad but because I can’t trust their word. Shame on you.

Bought a Tumi Tegra in October. After 5 trips, wheel fell off while on a trip to Singapore. Went to Tumi store in for repairs and bought a brand new larger Tegra so can get home to Sydney. Get home and wheel is missing!! Less that 48 hours after purchase. Something stupid is going on with Tumi!

Non-existent customer support. Bought 19 degrees carry-on, used on 3 domestic trips - never checked it in. Wheel broke off. No support by phone (15+min hold, not sure if they EVER answer), text/ emails remain unanswered. NEVER AGAIN

As and Airline travel professional I Purchased a duffel tote bag. The bottom started to rip and fall apart. Sent in for repair and was informed my lifetime warranty has been changed to a 5 year warranty. I guess the customer duping of the old “Bait and Switch” is alive and well at TUMI.

So, I've been happy with the quality of Tumi products and the service I get in the stores. However, the Customer Service center is awful and quite frankly will scam you if they can so be sure to save all of your receipts. The pull handle of my suitcase (which i bought 4 1/2 years ago so still under warranty) broke. I took it to the store and they sent it out to the customer service center (for a small cost of transport, which is annoying but understandable). I got an email from the Customer Service center saying it was not repairable (because the pull system was now obsolete) and to email them for next steps. I decided to call instead of email because I felt like I wanted to talk through my options. The customer service woman proceeds to tell me that my suitcase is no longer under warranty because I bought it in April 2019. I said no, I bought it in December 2019 and I have the receipt, which I then sent to her. While I was waiting for the email to go through, I said maybe you're looking at the wrong receipt because I did buy something in April too, but that was a different piece. She said we don't have any receipts in the system - so if that is the case, why did she say I bought in April 2019? So, if I wasn't on top of it or didn't have my receipt, then she would have tried to cheat me out of store credit for the full amount of the bag (minus sales tax if you want to use the store credit in the store as opposed to calling Customer Service). That is not appropriate for a top tier brand like Tumi. When I use my store credit, I'm going tell the sales associates what happened and see if they will raise it to management because they seem quite good. That standard does not seem to apply to the Customer Service center.

I used think Tumi was a quality brand but after 15 years of use of my carry-on, the rubber on the wheels worn away from Europe’s cobblestone. Sent it in for repairs which was $100 with shipping both ways, the rubber on the wheels chipped away again after 1 use to Denver…sending it back in, they said it was irreparable, that my luggage wheels are ‘obsolete.’ Really? Quality means it’ll outlast time, creating a culture of quality vintage luggage. No, Tumi’s culture is to sell ‘obsolete’ products with an extremely high price tag. Well Tumi, you lost another customer.

TUMI is no longer the quality brand it once was. Not even close. Sent in a carry on bag for a zipper repair and they deemed it unrepairable and offered $85 to purchase a new bag, which costs $895. What a joke. After being a Tumi customer for 30 years I can categorically say I will NEVER buy a Tumi again.

Don’t buy TUMI, they do NOT honor the warranty. My new $1400 bag handle broke in Greece first time I used it. I had to special Check it. The store manager said that line has handle problems and promised to repair it. Well they wanted $98 to fix it! They returned it unfixed. I learned my lesson.

We have been faithful Tumi luggage buyers for many years. We recently took in a carryon that needed the handle replaced. In the past this was done for free and mailed back to us. This time we had to pay $25 to have it sent back to us! We paid it to have the luggage returned to us NOT fixed! They said they sent us an email and we did not respond. My husband gets so many emails they could have easily called to. All they had to do is replace the handle. I will never buy another Tumi product. I have 6 kids and 9 grandkids they will never purchase Tumi. Matter of fact they all use AWAY Luggage and love it!! I cannot figure out how to take a picture but I have 4 carryons and 4 large suitcases and my daughter has a carryon at her house because hers is the one that broke when she was traveling home!

I sent my bag for repair because of some broken stitches (after two months of use).
Not sure if there is a way to verbally describe the repair they provided, I wish I could add a picture. They used a different thread color, stitches are uneven, it really looks like it has been done by a child. This is so ridiculous for a 500$ backpack. There is no way I am keeping this garbage, I am so ashamed to carry it around.

TUMI is no longer the TUMI it once was. They used to have the best customer service and warranty in the business. Now, no matter what happens, even if your bag is damaged barely one year after purchase, they will do absolute nothing, and get this, offer you less than half of what you originally paid for for that damaged item.

The quality of their products has become subpar. Every zipper will break, just a matter of time and use. The ballast nylon that they swear will never tear, easily tears on 3 of our bags now. But they won’t fix it. They use to fix bags years after purchase if something happens. Now they don’t care and expect you to take half the price of what you paid.

If you’re in the market for luggage, look elsewhere. Your bag will get destroyed and they will not fix it. I’ve given them ample opportunity to make this right and they are sticking to them saying that I’m pretty much SOL.