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1.7 6 Reviews

Tumi Complaints Summary

1 Resolved
5 Unresolved
Our verdict: With Tumi's very poor resolution rate, careful consideration is needed. Research their service comprehensively, and read up on how they handle customer disputes. If you face issues, be prepared for potential challenges in obtaining resolutions and explore other service providers as backups.
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Tumi reviews & complaints 6

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J
1:43 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

Tumi Don’t buy Tumi

This is going to be a story about my saga with Tumi Jeddah and God forbid I'll never buy anything from Tumi. I'm taking my story here because of bad faith from Tumi.

I bought a Tumi quinn three months ago in October 2020. After I got home I noticed the stitching is coming off from the handle. My husband who had an old Tumi bag said this is not Tumi quality and he convinced me to return it. I was dreading the long congested drive back to Tumi store. Next day I went back to the store to ask for a replacement. The clerk said that was the last piece so I decided to return it. He took my card for a long time then said he couldn't process my refund so he said he'll give me cash back. I still wanted the same bag so I ordered the same bag online hoping that the handle would be perfect but unfortunately same problem the stitching is off again. Anyway I decided to ignore the defect and kept the bag. So on my bank statement it should say 2 purchases. One in store and one online. But couple of days later I noticed two extra refunds. The clerk must have processed the refund after all. In fact he gave me a double refund. Look I'm a God fearing person. I don't take money that's not mine. So I called the store immediately and said hey guys you gave me a double refund by mistake. Just reverse the refund back on my credit card. The clerk was surprised I called him. He even said oh wow congratulations. I'm like no it's not my money take it back but I'm not making that drive back to that mall. The clerk on the phone said he'll get back to me about the procedure and he will contact me again. Everything was nice and cordial thus far.

Now this is where the real drama begins. I'm Nov 2020 the accounting department started sending me emails to wire the double refund to their bank account. I didn't trust them so I said put the charge on my credit card. The response was no, not possible. I told them I bought the bag online and they have my card information. Why is it impossible. Then finally I caved. I told them Fine, I'll bring my card back to the store and they could charge me for the double refund. They were like of course. They didn't have to lift a finger. I was the idiot who came back to give them money. It was a mistake Tumi made but I had to rectify it. so in November 2020 I dragged myself to that most crowded Red Sea Mall with my kids. 30 min drive horrible traffic, no parking. Walked into the store and gave the clerk my card. He rang it up as a purchase without having to scan against any inventory. I thought to myself this is not good. I'm a finance controller myself. That's bad inventory control. How can you ring up a purchase without an invoice or some record of a cash receipt with no proper documentation. So many red flags. I shrugged and emailed the purchase slip to the the 4 people in the accounting department to close the case. Nobody replied. Not even a thank you. Whatever right? Unfortunately that's not where it ends.

Now in my January 2022 lo and behold Tumi charged me double! So back in November they said it was not possible to put the charge on my card on the phone for my convenience but now they are able to charge me again in January without a physical card on hand. The January charge actually says transaction done in a October 2020 but posted in January. How crazy is that. And guess what, I complained to the accounting department. She actually said "are you sure you didn't buy anything from Tumi recently?" OMG! I was so insulted I was shaking.

my bank said it's fraud. They canceled all my cards including my debit card. It's going to take another week for me to get my new cards. The TUMI accountant keeps saying she has to investigate and check with the bank. I'm really kicking myself for going through the trouble to return them the refund. I was so naive. I should have said to them CHECK WITH THE BANK. Now I'm stuck with a dispute on the charge and I have to wait to see what my bank can do for me while the TUMI accountant goes to investigate (sarcasm). She even said there's no way she can give me a refund on my card without my physical card and PIN number. I rebutted and said then how was TUMI able to charge me again without a physical card.

Moral of the story. Never expect the company to return decency with decency. Never ever rectify a problem caused by the store. Don't act out of good intentions. The company will always act in their own interest and the customer is left with a fraudulent charge to dispute.

Desired outcome: Immediate refund

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R
7:43 am EDT

Tumi warranty failure

I paid over $450 for an overnight Tumi suite with a lifetime warranty. After it developed some tear and I send it for repair, they offer ed me $100 towards a new one!

They are telling me that lifetime warranty no more! This is as dishonest as it gets. You sold us that concept and got to where you are. I make sure everyone knows the true nature of your unethical behavior. This is wrong.

Rip off from both ends $450 and no lifetime warranty!

You should be ashamed of your selves. That is how companies go down fast

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M
7:52 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Tumi iPad Air 2 case

I purchased a Tumi case specific to the iPad Air 2.
After A short period of time of limited use, the corners of the case broke off and another side began to rip open. These are not quality cases as they lead you to believe. I sent the case to Tumi and they are unable to repair or replace the case. They offered a credit to use on their website only.
At this point I don't want anything from Tumi after being a long and loyal customer.
Their quality and customer service has been horrible,
Do not buy Tumi.

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R
12:38 pm EDT

Tumi Warranty bait and switch

Bought my 8th Tumi, a rolling brief bag, several years ago due to the fabulous lifetime warranty. Maybe a year or so ago it developed a problem where the handle would get stuck in the lowered position, so I lived with it not pushed down quite all the way. Finally broke down and took it in to Tumi, and the nice lady said for $25 they would send it to the repair center, which would fix/replace it and send it to me. Many weeks later, I called and found out they were holding it hostage until I paid $85 for a new handle plus $25 to send it back. If I told them to f*** themselves, they would send it back unfixed for free, but if I paid their repair ransom, they would charge me $25 to get it back.

What happened to this company? Just canceled my request for a new Tumi roll-aboard for Christmas. No more Tumi for me or my family, and I will be sure to spread the word. Hello Travel Pro.

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M
M
MarcusWW
New York, US
Jan 10, 2023 7:20 pm EST
Verified customer This comment was posted by a verified customer. Learn more

I bought a Tumi international carry on bag after about 2 years the handle broke, I paid $25 to send it in and had it repaired via the warranty, now 2 years later the handle broke again (same exact place), I went to the store did the same, except this time they say it is out of warranty and to fix the handle it is $250! What who would pay $250 to have a 5 year old bag fixed! Forget it, I can go to TJ Max and buy a new bag yearly for $100 and still come out cheaper than paying $600 for a bay and having it repaired every two years.

ComplaintsBoard
L
12:05 pm EDT

Tumi Do not buy

Tumi is a horrible company to work for as they treat employess like crap. There product is marked up about 300% for a very easy to make item. $600 for a $100 cost item! Don't buy the name! Most everything they make is made in China to keep the costs at a minimum. While most items made in China are under Quality control, Tumi products seem to be made too fast and have many problems due to the speed at which they are available. There customer service in the stores is not tailored to the customer. The employees think they are better than everyone.

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D
2:05 pm EDT
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The complaint has been investigated and resolved to the customer’s satisfaction.
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Tumi - Warranty failure

I bought a Tumi backpack based on the lifetime warranty claim. At the time I bought it, they offered lifetime. But now they want to charge $125 for repair open seams by the zipper and strap, and between internal compartment! While I called, they said "we don't offer lifetime warranty, we only offer lifetime service, for a fee". The service and support i...

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Contact Tumi customer service

Phone numbers

1800 299 8864 1800 255 494 More phone numbers

Website

www.tumi.com

Most discussed Tumi complaints

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