Tumi

This one on sanatana row has a much better collection. Nordstorm didnt have much of one. The service was great. The assistant waited patiently and explained the different bags. The checkout experience was good as well, as you would expect from a store like tumi. I would love it if they had a full length mirror to see how the bag works with you. Overall, a good experience.

I can't recall ever having been accused by a retail professional of lying. On 7/21/22 I purchased a bag which, upon getting home, I discovered was damaged. I immediately contacted Tumi customer service and the retail store, letting them know about my problem. Tumi customer service advised me to return the bag to the retail store. I let everyone know I was leaving town the next day and would return the bag when I got back. Today, 7/4/22 I brought the bag back. I was told by "My Hanh Bui" that the bag had been used and she would not accept it for return. I told her I had not used the bag and she responded that "in [her] opinion it had been used". I reminded her that facts don't care about opinions and told her that I had not used the bag. She replied again with her opinion. Telling me that she believed the bag had been used after I assured her it had not was taking the position that I was lying. It simply can't be both ways. Either I had not used the bag as I'd told her, or it had been used and I was lying. Incredible customer care. Besides the fact that Ms. Bui was extremely unpleasant, she had obviously made her decision not to accept my bag for return before she even saw it, not because she had found what she could call signs of use. When I brought the bag in I initially spoke with a sales associate who talked only of an exchange. That was why I asked to speak with Ms. Bui. Before seeing the bag she'd obviously instructed her associate not to do a return, then came out and told me the bag had been used. She had not seen it before this but instructed her associate not to do a return. I contacted Tumi corporate about this and they have processed a refund. My experience with Ms. Bui, however, was incredibly damaging to Tumi and its reputation for me. She gained absolutely nothing by treating a customer like this.

I received a beautiful cute Tumi bag as a birthday gift today. My, store manager, and Jonathan, assistant manager took their time to write sweet birthday wishes to me. They really made my birthday special. Totally unexpected. Love the bag. Thanks for your generous gift. I purchased a Tumi luggage from them two days ago. Excellent service. Luxury experience. Quality products. Thank you both for your over the top assistance. I am very pleased with my experience in your boutique and your follow up.

Surprised...but not in a pleasant way. I thought by getting into the Tumi, elite family of fine luggage there would be some special service attached. Not only am I disappointed in the quality of the $1,200 carry-on bag I selected, but also in the way the “fix” was handled. I decided after a few years of owning and using the equipment, I’d actually have to send it in for repair. I did my research and drove 1.5hrs to a location that I was told offered a loaner service and would take care of sending my luggage in for repair or replacement. They charged me $25 on the spot as a processing fee to address the malfunctioning bag and then said they’d have to charge me another $300 as a deposit for lesser quality and used loaner? None of which was mentioned to me on the 1-800 call I made to research my next steps. Extremely disappointed. On the other hand, I had a really great experience this week with Lexus who is currently servicing my vehicle and offered a loaner — a newer version of the same model at no charge. I guess some “elite brands” care more about their consumers than others?

Tumi luggage is losing its lustre. It just does not appear to be as sturdy as before. Maybe weight restrictions is bringing compromise in design. I dropped one bag for a minor repair. They took care of it, but never made a courtesy call for me to pick it up. I remembered after several weeks and visited the store.

This is the first time I am compelled to write a bad review. I entered to ask the staff about a return of an unused item, and not only they were not helpful, they were rude and condescending. When I asked in a low voice, with a smile, how could I return the product purchased in a Tumi airport boutique, they replied with a smirk that it's not Tumi's problem. When I asked subsequent questions, such as making the difference between a Tumi retailer and Tumi boutique they look exactly the same, they did not address my questions, but responded with the same condescendence. It is absolutely the Very Worst customer service I got in the U.S., not to mention this should be a luxury brand.

Tume is always Tumi. Nice quality, minimalist design, various options. This time I came here to repair my backpack. It’s not free but as still in guarantee, it didn’t cost much and it will be sent to my place weeks after. Service was good and quick.

This is my go to store for Tumi. Easy to access location. Friendly staff.

Nice staff but they screwed up my monogram tag and asked, “Do you have another one?” - b/c we all go around with extra tags, right? Complete waste of time and now I have to scrounge around for my other luggage tag and go to another store - they didn’t even offer to get me another tag from the back for the inconvenience - just incompetent

Took a 1 year old briefcase to get the zippers repaired, the store manager didn't even offer a loaner. If that's the service that you get from buying a Tumi products I might as well get something else next time. Don't recommend this store.