TUMIReviews of tumi.com

Absolutely terrible customer service at Mall of the Emirates Dubai branch . They charged my credit card twice and still have not refunded me 3 weeks later . They have no customer service department to communicate with and deal with complaints.

Absolutely horrendous customer service.I could not believe my ears when I was told "the manager is not available as she is in the kitchen". I had tried to get in touch with them from the moment I placed the order but received no answer. When finally getting a hold of them, I was told my order was not processed and no tracking number was generated when I asked to cancel the order. 10 mins later informed it has been shipped. I still did not get any tracking or shipment confirmation. It is shocking that a brand has such poor customer service. Will never purchase again. The brand really needs to look into their customer care service.

Terrible brand and even worse service TUMI luggage is not solid at all — it breaks easily despite the high price. When issues happen, they refuse to take responsibility and customer service is useless. Absolutely not worth the money.

As a Vice President for a human services organization, I spend 80–90% of my time traveling to support business locations across the country. My luggage isn’t just a convenience—it’s a necessity. Over the years, I’ve relied on recommendations from trusted colleagues and family members to find gear that can withstand the rigors of constant travel. TUMI has long been a name synonymous with quality and reliability. Or at least, it used to be. Recently, I encountered a deeply disappointing experience that has left me questioning everything I thought I knew about the brand. With an urgent flight approaching, I visited the TUMI store in Cabazon, CA, hoping to resolve an issue with my luggage—an item still under warranty. What followed was a cascade of indifference and inconvenience. After speaking with a junior associate and then the store manager, I was met not with solutions, but with a recitation of the warranty policy that felt more like a legal disclaimer than a customer service interaction. I asked about an exchange or onsite repair, only to be told that this location doesn’t offer either. Instead, I was advised to drive to another store miles away or pay to ship my luggage for evaluation—despite it being within the warranty period. This is the “TUMI Difference”? The brand that claims to design for the traveler, that touts exceptional quality and performance, couldn’t offer basic support at a flagship outlet. The disconnect between their marketing and my lived experience is staggering. TUMI, once a beacon of craftsmanship and customer care, seems to have lost its way—at least at the Cabazon location. For a company that built its reputation on empowering journeys, this felt like a roadblock. Management and associates alike should take note: travelers need more than sleek designs. We need service, accountability, and respect. To fellow travelers: buyer beware. The TUMI you think you’re getting may not be the TUMI you’ll experience.

Horrendous service. Bought a £500+ pound hand carry. It’s failed to function and had a fault. On the first trip. Now they expect me to go to their regent street store to get it fixed. How is this company operating a premium brand is beyond me. A customer who can spend this kind of money can literally burn the bag and tell this brand to shuv their product where the sun doesn’t shine. Absolutely disgusting product, pricing and after sales service

I posted a review at the TUMI website for a $1,500 carry-on that I bought in January 2025 and I realized today that it was never posted, I got a confirmation email from the Customer Service Dept, it was received on 2/26/25 so they are manipulating the reviews so potential customer only see the 5 star reviews, I am a big Tumi customer and have several suitcases and handbags however this carry-on that I bought is heavy and the wheels are not that good.

Only after 2 months after purchasing my Carry on for $1200.00 USDollars , The combination lock did not work. I brought it into tumi to the nearest airport and they said, i'm sorry that I can only go to the one that I purchased it at. That's one of the reasons why I purchased my luggage, so that if anything happened to it, I would be easley repaired because of so many stores. To find out that each store is independently owned and does not warranty other stores. I will never buy from Tumi again. Since the customer service in the USA did not handle my problem, and and now i'm stuck with an expensive piece of luggage that will not lock.

A zipper broke on my bag after two years. I live in China and was told it will take 6-8 weeks to fix. This is a bag I use daily for work and the fix can’t take more than 30 minutes in their repair center. I’ve been loyal to TUMI for 10 years but in the future I will definitely shop around for other brands next time I need to replace my bag.