ComplaintsforTUMI Inc.
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Complaint Details
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Initial Complaint
10/02/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- BBB unable to locate 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
09/13/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- BBB unable to locate 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 meInitial Complaint
07/19/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- BBB unable to locate 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 anymoreInitial Complaint
07/17/2024
- Complaint Type:
- Product Issues
- Status:
- BBB unable to locate 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
07/10/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- BBB unable to locate 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
06/26/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- BBB unable to locate 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 outcomeInitial Complaint
05/15/2024
- Complaint Type:
- Product Issues
- Status:
- BBB unable to locate 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
04/27/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- BBB unable to locate 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 backInitial Complaint
04/07/2024
- Complaint Type:
- Product Issues
- Status:
- BBB unable to locate 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
04/05/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- BBB unable to locate 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.
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Customer Complaints Summary
22 total complaints in the last 3 years.
13 complaints closed in the last 12 months.