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Business Profile

Luggage

TUMI Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Luggage.

Complaints

This profile includes complaints for TUMI Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

TUMI Inc. has 8 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

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    • TUMI Inc.

      499 Thornall St Edison, NJ 08837

    • Tumi, Inc.

      520 Madison Avenue New York, NY 10022

    • Tumi

      PO Box 404 Vidalia, GA 30475

    • Tumi Luggage

      3325 W 70th Street Minneapolis, MN 55435

    • TUMI Inc.

      1001 Durham Ave S Plainfield, NJ 07080-2300

    Customer Complaints Summary

    • 27 total complaints in the last 3 years.
    • 11 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/11/2025

      Type:Delivery Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I ordered a luggage worth $1900 and it was delivere3d outside in a busy street without signature. The package was stolen and I filed a claim with Tumi and they didnt resolve. I do not understand how a package worth $1900 is sent without signature from this ********** should be mandatory that any packages fre4om this company in access of $500 would require a signature upon delivery. This is not fair to a consumer that because Tumi doesnt want to pay an additional $2.00 for a signed verification package that a consumer is liable if package is lost or ********** I have a debt of $1900 and no item without any help from Tumi to resolve.

    • Initial Complaint

      Date:02/20/2025

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I bought two beautiful crossbody bags from a company that I love but I've had problems with and we always make it work through you both of the bags have faded spots on them and problems with the locking mechanism from the zipper to the snap not at all times but it doesn't work or it sticks and it's got my money in it I worry they say they're sending that there's nothing wrong when there is

      Customer Answer

      Date: 02/26/2025





      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ******** and find that this resolution is satisfactory to me.   Case closed tumi took care of everything their staff was wonderful executive office too I have been with them longer than anybody since they first open and loyal I'm a good customer even when they do a return I put more money in it and buy something more expensive I make them a winner too thank you you've helped my life since the 90s when we almost bought a car from an unscrupulous dealer and you protected us you're wonderful... t u m i is really a lovely company and their products are fantastic they still are man-made and there's mistakes that happen but it is gorgeous and styles and practical all the bells and whistles and the staff is wonderful it just needed a little push from my wonderful BBB case closed case closed thank you

       

      Regards,


      ***** ******** 

    • Initial Complaint

      Date:02/01/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Dear Tumi Customer Service,

      I am reaching out regarding an issue with my Tumi luggage, which was gifted to me approximately three years ago. Unfortunately, the handle has broken just with regular use and I would like to have it repaired.

      Last year, I visited one of your stores for assistance; however, I was informed that my warranty had expired just one month prior, despite the fact that this item was marketed as having a lifetime warranty. This was misleading, and I believe the product should still be covered. Given Tumi’s reputation for durability and customer service, I trust that you will stand by your product and provide a solution.

      I have attached photos of the damaged luggage for your reference. Please let me know how we can proceed with a repair or replacement. I look forward to your prompt response.

      Thanks

    • Initial Complaint

      Date:01/07/2025

      Type:Sales and Advertising Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On December 19, 2024, I placed an order with Tumi (Order #***********) for two bags, totaling $1,156.86, and added the gift box option for both items. However, the items were delivered in plastic bags without the promised gift boxes.

      I immediately contacted Tumi's customer service and was told to wait a week for a resolution. After following up via email, I was again told to wait. Weeks later, I was finally informed that the gift boxes had been "lost in transit," even though I was never provided with a tracking number. Tumi then suggested I visit a physical store to pick up the boxes—a solution that is highly inconvenient and unreasonable given the circumstances.

      Since I need to give these items as gifts soon, waiting any longer is not an option. I will now have to purchase gift boxes elsewhere at my own expense.

      Desired resolution
      I request compensation of $60 ($30 per gift box) so I can purchase replacement gift boxes from ****** or another retailer.

      Tumi’s failure to deliver on its promises and poor handling of this issue has caused significant inconvenience, and I believe this request is fair and reasonable.

    • Initial Complaint

      Date:12/27/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      TUMI luggage I purchased before TUMI was acquired by Samsonite has a lifetime warranty on essential elements such as handles, wheels, extenstion, etc. The tellescope of my luggage must be under the lifetime warranty because its extension doesn't go in.

      However TUMI refused to repair it for the reason below
      - bag appear to fall under the category of normal wear and tear
      - this issue is not a known defect with the item

      Their statements above is contradicting to its lifetime warranty and demanded $100 repair cost. I refused and TUMI shipped it back unrepaired. I've wasted $60+ to ship it to its repair center in AZ of my own cost just to learn their excuses not to repair because TUMI won't tell requestor whether it is under warranty or repairable or not with its serial number provided unless it is shipped to its repair center of own cost.

    • Initial Complaint

      Date:11/22/2024

      Type:Sales and Advertising Issues
      Status:
      Unpursuable
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I returned an item to Tumi in ********, ** on November 5, 2024. I was informed that because I paid via ****** that I could only receive my refund via a check mailed to me. I thought the policy was ridiculous, but whatever. I later noticed that the receipt indicated that my refund would be issues back to the original form of payment. I contacted Tumi via email twice with no resolution. Today (November 22, 2024) I finally received an email from customer service that a check was mailed on November 20th. I responded that the experience I had with trying to get my refund had changed my view of the company. The customer service *** responded again with a copy of a receipt (that I had never seen) indicating the refund processing time was 15 days. I then sent the receipt that I have that indicates that the refund was going to be processed to my original form of payment. I've bought many products from this company over the years, but much like other cases I've read on BBB, they now make me feel like they're scamming customers. So very unfortunate. In addition, the customer service *** was very snarky and insistent on having the last word.

    • Initial Complaint

      Date:11/01/2024

      Type:Delivery Issues
      Status:
      Unpursuable
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      ORDER NUMBER: TU004116889 Received my order. Not satisfied with product. Have contacted them 3 times through every method on their website about a return with no response. They are defrauding customers.

    • Initial Complaint

      Date:10/02/2024

      Type:Sales and Advertising Issues
      Status:
      Unpursuable
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I tried placing an order for a TUMI on Sept 22 (approx 10pm PST) and their website crashed. I tried to place the order again and this time the transaction went through and I got an acknowledgement from TUMI for order TU003989259. I received confirmation that order TU003989259 had been placed. 10 minutes later I received a confirmation for another order TU003989189 that the transaction was not completed for and that I received no acknowledgement for. I sent their customer service 2 online messages and talked to them on the phone as soon as their business hours commenced the next morning. I was informed that their system does not allow them to cancel orders and they could not help me reverse the charges. I have tried to reach out to their support via text, via website and via phone to no avail.

    • Initial Complaint

      Date:09/13/2024

      Type:Service or Repair Issues
      Status:
      Unpursuable
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I paid 1700$ for the pink aluminum suitcase less or only slight over a year ago. I bought because of the craftsmens ship and the warrantee. It wasnt until my handle wouldnt come up or down that I tried to get it repaired like the 5 year warranty is for. They say because I dont have the receipt I can not have it fixed. This was not mentioned to me

    • Initial Complaint

      Date:07/19/2024

      Type:Service or Repair Issues
      Status:
      Unpursuable
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Purchased a backpack a couple years ago and was told we had chance to send back to warranty team to repair or replace if damaged I attempted to enter a claim for a damaged backpack and now being told that is not option anymore

    TUMI Inc. is NOT a BBB Accredited Business.

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