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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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/25/2022

      Type:Product 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 have purchased approximately 5 Tumi suitcases. 3 have worn out and 2 have had a white, moldly, chalky buildup on the outside of a perfect good suitcase. Each time I inquire why the white, moldy, chalky buildup is happening and if it can be fixed, Tumi says I have to send them the suitcase to them costing me $94 the last time I sent it in to get looked at. They said it couldn't be fixed/repaired and offered me $270 towards another Tumi suitcase. This last time, I opened another repair order and was told I would have to ship the suitcase to them again for inspection. I told them I would not spend another $94 for shipping just to have them tell me it was un-repairable. I have spent way too much with Tumi over the years, yet they continue to demand shipment for some BS inspection and then deny repair. I would like a full refund from them for the suitcase. They can have the suitcase back, I need a refund.

    • Initial Complaint

      Date:08/29/2022

      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 pullman several years ago, with the understanding that there is a lifetime warranty. I used it maybe a handful of times. Upon recent inspection, I noticed some discoloration of the fabric. I took it to the store and they sent it in to get repaired. Upon examination, they determined it was irreparable and assigned a $120 credit to it, saying that it was out of warranty. After some additional prodding, they increased it to $250. I asked them to replace it with a comparable product and they refused given it was out of warranty. They said that if I sent the receipt, they could increase that offer but then backtracked after I provided it. I have bought a ton of their products and previously though they were a premium brand that stood by workmanship, which justified the significant price premium. However, this experience has tainted that point of view. In addition, I find it terribly wasteful that they would destroy a practically brand new bag instead of repair it. All I ask is they send me a comparable product to replace my defective one or provide an amount of credit where I could conceivably purchase something similar.

    TUMI Inc. is NOT a BBB Accredited Business.

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