The Tumi Store

PROBLEM — I had a laptop bag with a stuck zipper.
SOLUTION — Brought it into the store and was informed by representative that these are «generally» easy repairs. Bag shipped out (on my dime); I was «generally» happy.
REALITY — One month later, I was contacted by TUMI after sales-​service with a $ 97 repair charge. Can’t say I wasn’t surprised.
NEXT STEP — I called Tumi and explained how I was misinformed at the store and asked them to consider replacing at no charge. They said the bag was out of warranty and would also not honor what I was told at the store. Thanks for wasting my time and not standing behind your store representative’s misinformation. The customer is not always right, however the customer has the ability to write about how they were NOT treated right.
BETTER OPTION — Buy new full luggage set from Briggs & Riley; they offer a lifetime guarantee —
— which «covers the repair of all functional aspects of your Briggs & Riley bag for the life of your bag.»

I just saw a post that i had to respond. The zippers don’t last forever and if they break, they won’t fix them. So my backpack is useless. I paid hundreds of dollars for it and after paying for shipping to the factory — they won’t fix it. Disappointed, Tumi overcharges for quality that isn’t there and they won’t back it up. Don’t Buy Tumi.

Joseph is a sales associate at the Tumi Store at San Francisco Centre (865 Market Street San Francisco, CA 94 103). A few weeks ago I came into Joseph’s store and he immediately greeted me and asked if I needed help. I was just browsing and have several Tumi pieces so I really wasn’t looking to buy anything. He let me browse a bit and then approached me after a little time and started showing me a beautiful Tumi Alpha 2 with gold hardware. I really have been wanting a four wheel carry-​on and the gold hardware on this case looked so sharp. Joseph and I started chatting and he asked me what I travel for and how much etc. He was so warm and not pushy at all. He genuinely seemed to care and really seemed to love the products he was selling. I decided that for an investment like that I wanted to wait a couple weeks and if I still wanted it I would come back. Joseph gave me his card and said let me know I’m happy to assist when you decide. This was a no pressure situation that when I walked away I really felt like he truly cared about having me as a long term customer and wasn’t just about the short term sale. I went home and was still thinking about the bag so I decided to go back and get it. Two weeks had passed and when I walked into the store Joseph recognized me and gave me a big hug and said welcome back! This put a huge smile on my face. He remembered me and again took such care and dedication in helping me complete my purchase (plus a few packing cubes and accessories). I really want to commend Joseph and his manager for having such a welcoming store and being so amazing at customer service.

Awesome customer service.
A wheel had popped off my suitcase and they fixed it in the store. I had no idea that the wheels are designed to break off to protect the rest of the bag. They are easily replaced.
They also gave me spare zipper parts and instructions for fixing some of my other Tumi bags that had been ravaged by airport baggage handling.

This is a review of the staff: rude, pushy, unhelpful. But, maybe I am not hip or cool enough to understand that this is how customers like to be treated. Love the products though, but will purchase at another store.

I bought my first piece of Tumi back in 1983 and it’s done over 2 million miles, and here I was walking by this store with some time and in I went.
This has never been one of the inexpensive lines and still isn’t. The quality is very good, construction is usually excellent, and the styles change, sometimes meh, sometimes wow.
Service is hit or miss in this store, however, and that’s a problem. The last sales clerk that gave me attitude watched me walk out, and that was years ago. Still, there’s an air about this store. Not a welcoming atmosphere.
Enjoy!

Amazing customer service here. I had a bag that I’d owned for about a year and a half and the zipper began to break. I was in the store one evening after work and mentioned it to the sales rep. She told me to bring it in anytime and she’d exchange it for a new one. Brought it in that weekend and she switched it out on the spot. No hassle, no waiting, no paperwork. I was very impressed.

Absolutely THE worst customer service ever! Came in looking for a carry on roller bag. There was one other couple in there before me that the lady associate was helping but during the entire time I was in there, probably around 7 minutes, she never acknowledged me. I understand helping another customer, but at least tell me hello and that she would be with me after she was done with her current customer. While I was waiting, I picked up a display bag and when I put it back down it accidently tipped over because of the wheels. Well she had the time then to give me a dirty look. For a «high end» store where I was expecting to pay $ 700 for a carry on bag, they could definitely work on their customer service. I ended up going to the Union Square store down the street where the customer service was excellent. If you have a choice, walk the two blocks down and go to the Union Square store.

When you pay this much for a bag, you should at LEAST get good customer service when it turns out the bag is shoddily made.
In summary — told I had a lifetime warranty when I bought the bag in the 90s. Don’t travel much — but the zipper was faulty for years and then the seam ripped. Finally got around to bringing it in for repair and was disappointed to find that I had to pay $ 15 for shipping & handling. Oh — if only my disappointment stopped there…
The repair shop called and said that I needed to pay another $ 155 for materials to repair the bag (they had already had it for 2 weeks) and that there was no such thing as a lifetime warranty. So, $ 170 later, I start prepping for holiday travel — but the bag never comes.
Did the store offer a loaner? NO.
I bought another bag (NOT A TUMI — Eagle Creek comes highly ranked for carry-​on and I’ve been pleased so far). Had I known that I would end up spending just a little bit more for a new bag than I was spending on a repair, I would have tossed the Tumi out and saved myself the grief.
Long story longer, while on my trip, I finally received the call that my bag was ready. When I returned home, I called in advance to ask that the bag was ready (tight time crunch between parking downtown and picking up my kids from school). They said that it was in a storage area in another part of the mall, but that it would only take 5 minutes to get. I stated that it would take me longer than 5 minutes to get there, so please have it ready. Was it? Yah — NO. They waited until I showed up and gave a lot of lip service to some emergency that had come up that left them with one set of keys. So, not 5 minutes later — more like 15 — the employee sent off to fetch the bag came back empty handed. Why, you ask? That’d be because it was sitting in the back room the whole time and no one had bothered to even check.
Save yourself from this brand. It’s a lot of money for a product that doesn’t hold up. They are selling the brand without any back-​up. Don’t fall for it. Oh — and for kicks and giggles — take a look at all the other 1 star reviews out there… and that’s just for this location!

I don’t usually write bad reviews, but I must when it costs $ 500 for a leather messenger bag. I bought this bag for my husband who thought that it was too heavy for everyday. (I disagreed obviously, but I’m not the one using it everyday).
So off I went to return it. At the store, I was not able to locate the original receipt in my purse. I had just seen it there that morning. I asked if I can return it anyway and get credited on my card. The woman there told me that thy can ONLY DO STORE CREDIT or exchange.
That sucks. What if I exchange for a $ 200 bag? I’m still stuck with a $ 300 credit? What if I don’t need anything else?
EVEN my friend’s local store with a register that runs a 6 year old POS can do returns without a receipt AND do full credit back to the card.
TUMI has great quality, but has avSUCKY store policy.
This is their response from a CNN article:
We are continually looking to upgrade our systems and policies in order to achieve this goal. Given the nature of our company owned vs partnered stores and our e. commerce relationship with our web provider, all of our systems are not currently aligned to allow for a seamless transaction/​return exchange at the point of sale.
We are currently assessing and upgrading our limitations in order to accomplish this goal, and apologize that we are not in a position today to rectify your situation.
We will, however, do whatever we can to make sure your TUMI experience is superior. Please let us know what you would like to satisfy your need.”

Tumi used to give a lifetime warranty that they now do not want to remember anymore. Their products are well made although them becoming fashion items has put the quality and support into a downward spiral. Count on a repair within 4 – 5 years at least.
Do not expect service or repair! As others have noted, their service or repair is not done in the store but they send it to Georgia for a fee. Also, items older than five years are considered obsolete! That means, you will not get repairs or parts and have to buy new.
Say, you buy an average carry-​on for $ 700, you have to depreciate it at $ 140 per year over five years. Well my friend, you can probably buy any other brand at that rate annually for cheaper. Hence, Tumi is not a good investment because their service sucks.
If you are looking for an investment that lasts maybe Briggs & Riley is the better option because of their global service.

It’s hard to argue with the old adage that you get what you pay for. Though it’s hard at first to rationalize or stomach the price of a Tumi product, its quality almost always ends up paying for itself many times over.
My personal experiences with this particular store have been great. I bought a Tumi umbrella here over a year ago. Though its hardly Seattle, San Francisco does have its fair share of junk weather and investing in an umbrella that isn’t going to collapse in on itself like a star going supernova during a gusty rainstorm makes sense. When the unthinkable happened and the umbrella started losing some of its early pop, I took it in. Despite the fact that it had been over 18 months since I’d bought it, I flashed my receipt and was immediately given a new one. No questions asked, no checking with a manager, no looking things up on a computer. I handed my broken umbrella over and got a completely new one in less than thirty seconds. Hard to beat that kind of service.

Tumi is the place to be!
Sure Coach mens stuff is nice too but Tumi makes their man bags look more manly and that my friends is what I am looking for!
I really am not one to get excited over bags too much like women or my hubby however when I see the one, I am in love! This time around, hubby eyed a manly tote that was featured in their catalog. When we got to the store, the associate was able to zero in on it and hubby tried it out. Like most things, it was way bigger than the catalog portrayed so he was turned off to it after some thought.
We walked about SF Westfield for a bit popping into stores that had another Tumi piece that made hubby’s heart skip a beat. This time around it was a leather briefcase that seemingly had more room than his current briefcase. After much thought, we popped back down to Tumi and snatched it up. Even got a free engraving out of the deal (Tumi offers free engraving for their products on removable leather plates only, no time limitations either!).
All in all the staff were great especially when hubby was indecisive (kudos to them because my patience sometimes wears thin with that stuff!). I am especially happy that the in-​store engraving did not take much time at all because I am not one to stand around for long periods of time. So, the piece de resistance of this particular shopping trip is that I inherited his old leather briefcase (Tumi of course!) which is only about six months old mind you. Yes, I don’t mind hand-​me-​downs especially when its a great new accessory!

As far as function goes tumi has got it goin on. Their zippers last forever as well as their classic fabric. It will cost you a little more then your average luggage but you get what you pay for in this case. Can’t wait to go back to upgrade my collection. I will be proud tumi owner for life at this point. Durability, function, and style.

Tumi Brand is amazing. I have a 8 year old suitcase that has been traveling back and forth and all over the pacific rim. Cracked plastic, wobbling wheels… Lifetime warranty, so I sent it for repairs. 3 weeks later it’s back, fixed with no questions ever asked.

Love Tumi ~ Timeless urban chic ~ not trendy or ostentatious.
From my crossbodies to my luggage; I’ve had them for years. High quality and sort of pricey. But, as my grandparents and parents taught me ~ the best quality may be more expensive, but, you only have to purchase it once.

As a brand and as a service, they really do personify the old mantra, «you get what you pay for».
I walked in the other day because my Tumi umbrella was acting up. I explained that I was having problems with it, but that I no longer had the receipt.
The saleswoman kindly said, ‘no problem, that’s why you buy Tumi”, and I literally walked out the door a few minutes later with a brand new umbrella.
Uh huh, that’s why we buy Tumi. Thank you.

I am in no way a typical Tumi shopper. I am not a a business professional or an aspiring wife/​girlfriend of one. I do not have a lot of money, and I do not look like I have a lot of money.
To a comissioned employee, I am not a first round pick.
1 star for treating me seriously anyway
1 star for weighing a bag for me
2 stars for mentioning something extremely useful they def weren’t supposed to
1 star because yesterday I bought a tumi online instead of through them, and I feel bad that I cannot reward my associate’s customer service with the sale I had honestly intended on making
In all truth Tumi, you’re probably a four star store. However you get five because I feel rewarded for not being discriminated against, and slightly guilty for not breaking my stereotype.
yikes.
I vote yes.

Solid 3 stars for being okay overall.
Nothing special here, just quality bags but at cost.
I would buy one, but damn, $ 120 for a bag and its not even leather.
$ 200-​$ 250 for a leather one.

Tumi is expensive. Yup. After roaming around and searching for the perfect anniversary gift for the BF, I finally gave in and bought him a nice wallet. Which wasn’t priced that bad. It’s mainly their luggage and bags that cost a fortune.
Skip 2 days… I find out BF already has a brand new wallet in the back of his closet somewhere. Way to go. So I decide to go with plan B and return the wallet.
Of course I could not find what I was looking for for plan B, so wandered back into Tumi and bought back the wallet I bought my BF prior to returning it. I know… lame right?
I just really loved the design of the wallet. Their stuff is NOT CHEAP but the quality is worth every penny.
I hope he likes the 30^th wallet he has now in his collection!