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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

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TUMI Inc. has 8 locations, listed below.

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    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:07/17/2024

      Type:Product 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 bag from ****************************. They told me the returns are made through Tumi directly. Ended up needing a bigger bag. but i cant go to the airport and just pay to return a bag. So i went through tumi like i was told. Tumi is now telling me they wont accept my return because the store i bought it from was a independent retailer. They store is called TUMI and i was told Tumi would accept my return since i cant just return to the airport. Now i cant get my money back. The store wont answer my calls or emails. I dont know even know who owns the, I want my money back now.

    • Initial Complaint

      Date:07/10/2024

      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 purchased the newer version of a rolling garment luggage piece from Tumi and within 8 months the zipper is failing. I sent it in for repairs and received an email telling me that they could not fix it. The suitcase was over $1400 and the previous version gave me over 1 million miles of reliability. Apparently they're cutting corners, while increasing the prices, and not taking responsibility. I travel internationally twice a month and need 3 suitcases. The customer service has been so disrespectful and indifferent.

    • Initial Complaint

      Date:06/26/2024

      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.
      My husband and I bought two sets of luggage from TUMI from ******** outlets in ********. We were told the luggage had a 5 year warranty to repair or replace if damaged We attempted to enter a claim for a damaged luggage and they refuse to honor it We are very upset with this outcome

    • Initial Complaint

      Date:05/15/2024

      Type:Product 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.
      Over the years, I've acquired ten Tumi pieces at full price. These include a rolling backpack, two rolling briefcases, a rolling suit bag, two small totes, a large rolling bag at 26 inches, a large leather tote, and two 22-inch roller bags. Although I initially purchased my four wheeled 22-inch roller bags before covet, I didn't use it until last month when the zipper on my spare broke. Unfortunately, this bag proved to be the worst Tumi bag I've ever owned. On a recent trip, the lock on the bag popped open twice, leaving me incredibly frustrated. Although the bag was no longer under warranty, it still shouldn't have broken on its first use. Despite speaking to ****** about the bag in the past, I found her to be extremely rude and unhelpful when I contacted Tumi again for assistance. Even though I sent the bag in for repairs, ****** failed to address the broken zipper. Her attitude and unprofessionalism were appalling, and I am certain I will never purchase from Tumi again. I plan on sharing my negative experience with others to prevent them from having a similar experience.

    • Initial Complaint

      Date:04/27/2024

      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 purchased a Timo 22 inch roller back in 2019. I paid over $600. I never used it because I had another back that I got for a gift. I used it 4/25 to fly to ************. It is a bag without zipper (a combination lock). It didnt close properly and it wasnt over packed. On my returned the bag popped open and was hard to close. I happed to be passing a Tumi store in ATL. She helped me close. It popped back open. I hate this bag!!! I have 4 other Tumi pieces (a bad in your repair). I will never buy another. Because its 4-5 years old and Im just using, I no its no Warenty. I didnt notice she. I purchased it didnt have a zipper. I want my money back

    • Initial Complaint

      Date:04/07/2024

      Type:Product 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 bought a Tumi tote bag that started fraying soon. Its plastic trim chipped, revealing coiled, broken wire that scratched my legs and tore clothing. Tumi declined assistance 6 months post-warranty. I seek credit for a new bag or free repair. This is unacceptable quality for a reputed ******* can't believe that a product bearing the Tumi name, which is synonymous with quality and reliability, could fail so catastrophically and pose such risks to the consumer. As a loyal customer who has invested in your brand based on its reputation, I am deeply disappointed by this experience.I look forward to a swift and satisfactory resolution to this matter.

    • Initial Complaint

      Date:04/05/2024

      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.
      Warranty Scam:When I purchased my Tumi T-Tech backpack, Tumi had a comprehensive lifetime warranty on the product. I brought the backpack in for repairs on 3/23/24 (pulled stitching, material rips, material fraying, cracked leather, zipper coming undone...); however, Tumi updated their warranty policy to 3 years after I purchased the backpack. Tumi has deemed my backpack irreparable, but will not provide me with a replacement. They are claiming normal wear and tear even though some of the defects occurred within the first year of use. They keep sending me their new warranty policy, which if I had known that Tumi planned to change their warranty policy, I would not have purchased the backpack. I have tried to work this out with customer service; who acknowledged that I have a comprehensive lifetime warranty, but keeps sending me their new 3 year warranty policy. They also refuse to outline what would be considered normal 'wear and tear' vs defects, which they said they would cover. After lots of back and forth, they offered me $175 towards a new backpack; however, the most comparable backpack option is $525 and they asked that I pay them $350. I have a lifetime warranty, and I paid almost $350 for the original backpack because of the lifetime warranty. It is unfair to the customer that the manufacturer, of their sole judgement, determines whether something is normal wear and tear vs a defect. When Tumi sold me the backpack, they advertised their comprehensive lifetime warranty, and that if/when I had a problem, Tumi would fix the backpack or give me a new one. **************** indicated that defects are determined by age, if I had brought the defects to their attention in the 1st year, this would be a defect, afterwards it is considered normal 'wear and tear.' This is unjust and not in line with FTC regulations on warranty practices. I am asking Tumi to replace the backpack if it is irreparable.

    • Initial Complaint

      Date:01/29/2024

      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 am writing to express my dissatisfaction with the current resolution offered for my Tumi bag, which I had purchased a few years ago. Unfortunately, the handle of the bag recently broke, rendering it unusable. Understanding Tumi's reputation for quality and customer service, I sent the bag back to your company for repairs, at my own expense.Recently, I received an email informing me that the bag could not be repaired. While I appreciate the offer of a $150 credit towards a new purchase, I must express that this solution is inadequate. The comparable replacement bag on your website is priced around $800, making the credit insufficient to cover the cost of a similar quality replacement.I would like to propose a more equitable resolution. Considering the longevity expected from a Tumi product and the investment I've already made in purchasing and shipping the bag for repair, I believe a fair resolution would be for Tumi to either:Provide a direct replacement for the damaged bag, or Offer a new bag at a cost price.This approach not only ensures customer satisfaction but also maintains the integrity and reputation of Tumi. It would be a win-win situation; I would receive a comparable replacement for my unusable bag, and Tumi would still make a profit from the new bag under this offer.

    • Initial Complaint

      Date:12/22/2023

      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.
      ORDER NUMBER: TU002496453 . Worst service ever. I ordered two bags from Tumi.com. The package that arrived had been beaten so badly that I was amazed that it actually made it to me. The box had been used three time previously. I was astonished. The bags did not arrive in individual boxes but merely the shipping bags. The return process has been abysmal. I called Tumi and was put on hold for over 15 minutes and when I opted for the text message - it cut me off the call and never sent the text. I have now been waiting 11 days since Tumi received my return for my refund. I now have to wait another *********************************************************************************************************** not I get my money back.

    • Initial Complaint

      Date:11/29/2022

      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.
      I purchased a tumi bag a couple years ago and the handle recently broke making the bag useless. I sent, and paid $25, for the bag to be returned to tumi to be fixed. This week, I received an email that Tumi doesn't have the parts to fix the bag and instead offered a measly $112 to purchase a new bag. The comparable bag on the tumi site is $975 so this doesn't help at all. Tumi should either replace the bag or provide a new bag at cost - they would be making a profit on a new bag under this offer!

    TUMI Inc. is NOT a BBB Accredited Business.

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