TUMI Reviews 219

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.

What Tumi doesn't tell you:
If they have a design flaw in a model, they offload them to resellers. And the product is no longer an 'original' Tumi and is not warrantied. The Tumi website will allow you to register the product but Tumi will not honor any repair warranties; I followed all instructions including sending the bag into Tumi and receiving a Repair Order number. I had this exact experience using an otherwise reputable reseller, eBags. Tumi told me that the product isn't an 'original' Tumi and the eBags manager filled in the rest of the shady story. Buyer beware; find a different product than Tumi.

I bought a backpack 2 years ago and had 4 zippers break and a pocket rip open from the inside. Tumi wants to charge for the repairs! Tumi is not worth the price and the warranty is weak with a lot of unfavorable reviews. I tell people every chance I get, do not buy Tumi products. Their refusal to fix a very expensive bag has cost them several thousand dollars from me discouraging others to buy their product.

Last night i called and facetimed with one of their employees showing him my exact bag. One of the wheels was broken. He said they have plenty of replacement wheel. I drove to the same store today, 50 minutes away. They didn't have any of the wheels in spite of what he said. Very disappointing. I would never buy from Tumi again!!

Low prices, but low quality. Saying so true "You get what you pay for". This company also charged my card before the items were shipped. One week after my order was placed, I received an email stating that an item was no longer available. However they had already taken the money from my account. Amazon puts the charge on your card, but it is not completed until after you receive your order. NOT this company! It also took 3 times longer then it would have with an Amazon. Too many issues with this company.

In 2007 or 2008, In New Jersey USA, I bought myself a Tumi roller case and computer bag. I travel 100-200 days per year, in 2023 the set started to show that it was a little tired. I walk into the Tumi store in Munich (I moved in the mean time), to buy a new set. The staff asked what was wrong with the current set and commented that after 15+ years these items could be fixed. I told them that due to the amount of travel that I do, I could not do without a travel set while the repair was talking place. No problem, we will provide you a free "loaner" set until your set is back from repairs. I was blown away by this lever of service after so many years, in a completely different country. Today I picked up my own travel set from the store and I felt that the (travel) world must know about Tumi's customer service. Now from a business point of view this may not look like the best approach but in t'row's sustainable world, this is the way to go. Wrt, I have kids and when they start working they deserve a Tumi set as well, because Tumi's will probably take care of them as well as they did for me. So in the end, Tumi will end up selling 3 extra travel set because of their customer service and sustainability approach, apart from their great products as well.

My boyfriend purchased a check-in bag for me for $1500 (monogrammed) for my birthday (summer 2022). I took it on one trip to Europe that summer and the bag was significantly damaged after two flights and a few train trips and when I sent it to Tumi for repairs they said it could not be repaired and offered me a $475 credit (e-gift card). I reluctantly agreed to the credit since the lock was deemed unrepairable. I then ordered a carry-on bag by mistake using my credit and with an additional charge on my credit card. On 11.28/24 Tumi processed my return and I immediately received a credit for the charge on my credit card but was notified that I would get a gift card mailed to me for the remainder amount, $475 initial credit, that I had used to purchase the carry-on. One month later, after at least 4 calls, I am still waiting for my gift card. During my last call I spoke to the same woman who had answered my last call (Faye) and she informed me that they were had not mailed my card as they were waiting to hear from me about facilitating a purchase for me. I don't know if they sincerely don't care about my situation or if they are completely incompetent. Do yourself a favor and purchase your luggage from a company who cares about customer service not TUMI.

Tumi, once my favorite, has proven to be a colossal disappointment. Six bags later, I encountered abysmal quality and appalling customer service. My suitcase's wheel detached with minimal use, and Tumi had the audacity to charge me S$150 for replacement. Save your money, steer clear of Tumi, and invest wisely in Briggs and Riley. Don't bother engaging with Tumi staff—they couldn't care less about customers and are mere puppets executing the company's predatory policies. I've stopped recommending Tumi; go for Briggs and Riley for a worthwhile investment.

I have bought more than a dozen Tumi suitcases over the years. Unfortunately this company has gone into the toilet. Tumi used to be synonymous with quality, service and integrity. Today their products are mediocre at best and they barely stand behind them. Wheels last a few years and then they charge $100 to replace them! I will never buy another Tumi.

I bought one 3 pc set of Tumi luggage for 2k because I travel a lot and was tired of seeing my luggage beat up after only 2 years. Tumi did hold up for years. However, when the zipper recently broke I thought I’d cash in on my life time warranty. “Sorry, but Tumi was sold to another company, so we won’t honor that”. Another bag they said they simply can’t fix. Ok. Off I went to TJMax where I purchased TWO 3 piece sets of beautiful matching luggage for under 400$. So far they’re holding up quite well. I could literally replace my one set 9 times and still not have paid what Tumi costs. Replacement is wasteful, but Tumi has to make their alternative make “cents”.