TUMI Reviews

Flaming garbage. Spend 500 on an expandable bag in ballistic nylon, watch the garbage leather handles crack and fall apart, nylon start to fray, and zippers start to fall apart after less than 2 years. You’ll get more value from burning your money.

I had the handle break on my one year old suitcase. I sent it in for repair and got it back in late October 2022. I just returned from my 3 rd trip with the suitcase and the handle that was fixed broke again. Tumi service said that if I sent the luggage to them at their service center they would let me know how much it would cost me to have them repair the luggage. It would cost $167 to mail the luggage to their center and I would be liable for the repair that they did and failed. Their web site says "We pride ourselves on delivering world-class customer service. And, we really mean it." However their actions do not support their claims. I have been a loyal Tumi customer for 40 years but I will buy my new suitcase from someone else. Premium price terrible quality and no warranty at all. Very disappointed. Deb from the Desert

Well TUMI EU Customer Service is really appalling. Your executive (Sascha Bolz) from your Sales and Service EU takes weeks to respond to an email and get a resolution? I am surprised TUMI products under 2 years warranty are not considered or replaced if torn. The customer service team is a joke and there is no proper channel to get help from TUMI. My two fold card case just tore and I am struggling past 5 weeks for a solution. Please get better people in your CS team or have the bots advise a solution.

I received my order. Some clothes and a cooking knife. Quality was equivalent of a carnival prize. Pocket in pants wasn't even sewn. I thought I was ordering some cotton cargo pants. Ended up with cheap '80s polyester parachute pants. WTH? Never buy their crap. It's cheap, chinese junk.

Dont buy an aluminum luggage from them. It is a waste. After warranty expires they wont help you. The metal bends so easily, leaving the luggage unable to close correctly.

There was a defect on the handle, which cracks and became sticky. I wrote to Tumi Malaysia.
There is absolute silence even after sending reminders. This is not the kind of service that we expect from TUMI and the price / quality we are paying. I do not expect myself to buy a TUMI anymore in the future !!

Bad Customer Service
On 22nd Feb 2023, I had return my bag and request for refund. After inspection tumi refuse and rejected my request. However they didn't post and return my bag to me. No one follow up for that, until I had again sending email and checking with them on 25th Mar 2023. Luckily I got back my bag on 27th Mar 2023. I was wondering if I didn't send the last email, will my bag get lost???? Please think again, again and again before buying this brand. There are many others brand can be your choice. Not the brand that selling at high price and pretend they have a team of customer service but can't help when something happen.

Very poor customer service in dubai don’t know anything no work ethics also the shipping company who’s affiliated with them poor customer service they don’t know anything. So disappointed with this people the company paid them to work but for them its nothing, your not supposed to be in the customer service you don’t know what to do.. really poor work ethics and the shipping company that they affiliate is so cheap for sure. Rate to this is ZERO

Absolutely brilliant and why people are rating this co like they are tells me they have no experience of the brand or their customer service . I have had the products from 2000 and in fact still have all the items I Purchased today . A handle broke on one item and well they bent over backwards to help and repair it including posting the item to Germany . Please guys review co fairly not on what u think u know

So I have a Tumi Alpha Continental Expandable 4 Wheeled Carry-On with two stuck zippers. One was crushed by the airline so it doesn't slide like it is suppose to and the other has damage to one side of the zipper so it doesn't slide. It cost me $25 to send and now they say they can't fix the two issues, (which are fixable in my mind) and want me to reach out to customer service for my "options" (BTW, the wheels are terrible and impossible to push/pull on carpet; my partner's Rowenta rolls like a dream). I am sure they want me to buy a new bag at significantly higher price than I paid for the original - I hope they don't want me to pay return mail (I am sure my tailor/shoemaker can repair).. Really sad... I have 7 Tumi pieces and this is the first one to need repair or resolution... not happy with Tumi response... In reading others comment, my experience seems sadly spot on with others.... I was looking at a comparable suitcase and we are talking 900-1000 for something with limited warranty and based on current experience questionable customer service. For others thinking Tumi - it is beautiful but it is not clear that they will be there is your zipper is broken...

Horrible experience. For other consumers to understand how it was, I laid out a timeline:

Jan 19th - Bought a product at the website
Jan 30th - Didn't receive the product and sent an e-mail requesting information
Jan 31st - Received a reply that it was out of stock and that they would send Feb 17
Feb 22nd - Didn't receive the product and sent an e-mail requesting an update
Feb 22nd - Received an automatic e-mail that the product has been shipped
Feb 23rd - Received a reply saying the order wasn't fulfilled due to a payment declined (?????), and the person didn't offer any additional help

While all this happened, my credit card was charged.

This was one of the worst experiences I have ever had with a brand. It's unbelievable how a company with that much brand equity doesn't care about customers. It's very clear now why people I know are leaving Tumi to go to Briggs & Riley. I'll probably do the same the next time I need to buy luggage items.

I have 4 Tumi suitcases. One I never use so that leaves three I can write about. The quality has been terrible. The handles have pulled of on several occasions and have been repaired several times over the years. I have a 21 year old Samsonite that I don't use anymore because it's just dated, but for a fraction of the price it has far outlasted my Tumi's. After taking them in for service and the handles coming off again, I decided to try to fix it myself. I took out the lining and found a bunch of screws and washers laying at the bottom of all of the suitcases. I screwed them all back on and checked all the other screws. They were almost all loose. That included the screws that held the wheels and plastic trim on them. I don't even travel that much. Heed my warning. I will never purchase Tumi suitcases again. Going cheap next time.

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........

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$.