TUMI Avis 

I owned over 12 Tumi bags and luggages. the quality is overall ok. However, when the problem happens, it took forever to get it solved. Tumi doesn't deserve the brand recognition. First of all, when I purchased the suitcase, it was lifetime warranty. Then they changed their policy. For a small problem, it consumed me over 20 hours exchanging emails, and the customer service phone number never worked: waited and waited and never reached to a real person.

I purchased a handbag which I used on a recent trip. The bag gets dirty like I have never experienced before. I found myself cleaning it everyday and even following their instructions how to clean it really did not work. No other fabric handbag which I have gets dirty like this. Clearly they should use a better materials that is stain resistant. I would never purchase another item from them.

Tumi warranty is lousy. My bag handle would not release and come up while traveling. I paid $25 to mail it to tumi. And got a message that only said it ain't covered by the warranty. Had to pay another$25 return shipping and $76 to repair. Let's just say no longer loyal to the brand.

I have bought Tumi Tyler crossbody and it easily scratched, even a finger nail scratched it. Very very unhappy by the poor quality despite paying lots of money for it. I used to trust Tumi for quality but no longer .

We bought $5700 dollars of Tumi luggage. Immediately our handles became loose and a TSA lock was broken. On our trip two weeks back our carry on hand bag, that slides over the carry on roller suitcase ripped on the inside of the outer zipper pocket. Its defective! No material should be loose in the pocket allowing the material to get caught in the zipper. Period, its a manufacturer defect. I took it to Tumi who mailed it in and I received a declination of the repair. Tumi screwed us! No one should be able to simply unzip or zip a multi hundred dollar bag and have the inside pocket material get in the way of the zipper. Our bag tore and Tumi will not standby their claim to repair their product. Its disgusting. I never had these issues with my $200 dollar Samsonite.

Below is what I just read and couldn’t agree more. Great service when they want to sell their luggage, horrible support/service, often worthless warrantees and wait times over 40 minutes (I give up at that point) when you call customer service.

Nice luggage, but $800 pieces are no better quality and durability than my daughter and son’s $150 pieces of the same size and similar design. In fact I’m on my third and last set while my kids, who travel more than me, still have the luggage I bought them 15 years ago.

“Tumi customer service reviews are highly polarized. While in-store staff often receive praise for exceptional in-person assistance like monogramming and repairs, online and phone support on platforms like Trustpilot frequently face backlash for long wait times, warranty claim denials, and poor communication”

POOR INVESTMENT - WISH I HAD GONE ELSEWHERE- (1) NOT DURABLE - Zipper Broke after < 1 year - used only as a carryon. (2) CUSTOMER SERVICE IS TERRIBLE - They will not replace it - I have to ship it back to them and be without luggage during summer travel months....... you can get better service, and a more durable product at 1/10th the cost at a chain store like Target

I have bought Tumi over 10 years.
Today popped into Tumi in Case in Picadilly.
Small bag.
Asked for a 3 letter initial.
They couldnt print straight.
But every other Tumi shop can
Bad service

Absolutely worst customer service. My bag is in for repairs three months ago. Still waiting to hear back.

Product broke after 2 years and they cant fix as they dont manufacture the parts. T

Horrible, repair service. It takes 20-25 working days to fix it. Never buying these bags. The customer service is horrific to say the least.
The alpha romeo series isn’t that great as well

Tumi is not friendly to Seniors! That was my experience. Tried to make an even exchange for a damaged gift I got. Left the store $50 Dollars less and feeling embarrassed

I have 5 pieces from Tumi that I purchased in New York at 125 Fith Avenue at 19 Street, where the customer service is great, especially on Sunday!
I travel for business and pleasure constantly and really love my light durable cases that also look amazing.The small backpack fits snugly on my luggage, and holds so much. Great design and so smooth and easy to maneuver. It almost needs breaks! If the airline mistreats my cases, Tumi can fix several problems in-house for me. I love my initials on the pieces too.
Customer service is interesting, best to remember It’s a two way street, and also people tend only to give reviews when they are not happy.
Looking forward to my next piece thank you 🙏 Kate

Tumi proudly says international warranty, huh what a joke. We have 6 full sets of travel bags from them. Just a couple of bags need attention. They expect us to keep receipts for all purchases. I’ve lost them, their reply … can’t help. I asked for paid repair , they refused 🤷🏻

TUMI Firenze … qualità e customer service eccellente!
Abbiamo avuto una splendida esperienza di customer service al negozio di Firenze centro … abbiamo dovuto cambiare la maniglia che si era rotta del nostro trolley - dopo 10 anni di onoratissimo servizio. I ragazzi del negozio sono stati gentilissimi e nel giro di una settimana ci hanno restituito la valigia più bella di prima …servizio impeccabile e anche completamente gratuito … grazie davvero, torneremo al più presto!

I wouldn’t have given even a single star but unfortunately no more options. Bought a new bag. Maximum weight I loaded is 7.2 and the shoulder strap started getting off. Sent an email, they asked me for the photos and then no responses. Shame on such a brand. Samsonite is way way way better. Tumi isn’t recommended at all.

My Tumi bag which I seldom used but is more than 5 years old (thus warranty over) has nice quite new looking nylon cover but the handle is spoilt as it can’t be completely pulled out. 2 wheels are quite worn out. Wrote to Tumi service which prided itself as excellent service. Wrote back to me promptly and politely to ask me to bring the luggage bag to Tumi at ION Orchard and the staffs there can help me. I replied that I would like to know the quote, but Tumi service assured that its service team in orchard will be able to assess the luggage once it is submitted for inspection. Warranty eligibility and repair options can be determined during the evaluation, even if the receipt is unavailable. Given the assurance and there is a good possibility that it is FOC (as the handle malfunctions is due to poor workmanship and the premium price), I dragged the luggage bag , took a train / subway to Tumi Orchard. To my surprise, Tumi Orchard could immediately quoted a price of SGD300 for the repair. Not only I was shocked and disappointed that it is so expensive, I was surprised that it is a common problem and Tumi Service should just call Tumi Orchard to get a quote and informed instead of me dragging the luggage bag all the way to Tumi Orchard. I wrote back to Tumi Service to inform I was disappointed that they didn’t just communicate with Tumi Orchard and quote me, instead of wasting my time to bring the luggage to their shop. No reply from them even after 4 weeks. This is shocking from a shop that sell high premium price goods that pride itself for service. Also what’s the point to have a luggage bag with strong lasting nylon but the parts like wheels and handle brreak down so easily , easier than brands like samsonite that cost less than 1/2

Each outlet is different, of course, as they operate with a different set of staff. However, the TUMI in Galería Canelejas in Madrid is simply excellent! They were friendly and really knew their products (I had done my research before buying), and I spoke both English and Spanish when I was there, as well as hearing Portuguese and French. Beautiful products, of course.

I bought TUMI because it presents itself as a premium brand, with premium pricing and the expectation of premium support. We have purchased 5 different Tumi products, this was the first time we had a faulty product.

Unfortunately, my experience was the opposite.
The underlying issue was straightforward. One part of the buckle assembly appeared to be a silver-painted metal component, and the paint chipped off through normal use. The other corresponding part was correctly manufactured, robust, and held up as you would expect.

In other words, one component performed properly and the other did not. In my view, that is not “patina” as they tried to claim somewhat disingenuously after initially accepting it was a fault, it is a faulty part.

What made this especially disappointing was the way the complaint was handled.
I was initially told I would receive a response within 4 days. When I followed up 8 days later, having heard nothing, I was told they were still within their response time. That was plainly incorrect and set the tone for what followed which I would describe as argumentative, unreasonable and unprofessional.

Later, I was directed toward alternative replacement options, including being told that a model I was willing to accept was unavailable when it was in fact listed on their own website.

The return process was also made unnecessarily difficult, including insisting on return before a practical exchange arrangement could be put in place, despite the fact that I use the bag every day.
To make matters worse, different parts of TUMI seemed to take different positions. One team discussed replacement, while another later tried to reframe the issue as normal wear and tear and a “patina” characteristic of the model.

That kind of inconsistency only added to the frustration.
This stopped being just a product issue and became a customer-service issue. The process felt slow, argumentative, inconsistent, and dismissive of my time.

A premium brand should deal with a straightforward fault through a straightforward remedy: repair, replacement, or refund. Instead, this became a drawn-out exercise in delay, partial solutions, and contradiction.

That has seriously damaged my confidence in TUMI, and I would think very carefully before buying from them again. I now know it's just a brand of Samsonite.

I bought a Tumi case mc claren for my iPhone for $195 in Denver Colorado (cherry creek) location.. My case got unglued on the side and when I went to the clerk today (May 1, 2026), He propose, after talking to his manager, that I send my iPhone case for repair.. This is so stupid because I need a iPhone case to protect my phone and the clerk said there is nothing to do but send it to Repair.. I left my $195 dollars case on the counter and I told the clerk I WILL NEVER BUY TUMI again.. I have many tumi luggages and backpacks and regular computer bags and iPad bags .. AGAIn I will never buy anything from Tumi again and you should do the same because of their inflated price with no quality.
Johnny Huard