Snippy, entitled clerk--the only one I'm the store, apparently--made me wait 30+ minutes so she could go on break. When I told her I only needed something verythat would take two minutes she firmly told me to wait until she was done with her lunch and then locked the door in my face. Hardly the end of the world but not the customer experience I'd expect from a company I'd just handed over upwards of $1,000 for a piece of luggage. I'll only be back if I absolutely have to. read more

My trusty carryon died getting off the plane in SFO, leaving me with a need to look for a new one. Checked out the Samsonite store upstairs but didn't find EXACTLY what I was looking for so told the clerk I was going to think about it. Even though they were competitors she mentioned the Tumi store so since I was there, decided to check them out.....worst customer service ever! I walked into the store and was never once acknowledged by either of the 2 employees standing there chit chatting...walked all the way to back, then back front and out the door, never once acknowledged by anybody other than the security guard at the door? Didn't see anything that looked right for me, but even had I found it, would never buy from there. Brush up on your customer service Tumi, I went back upstairs and bought from them. read more

I purchased in Bogota a $1000 Tumi carry on. Just 4 months after the original purchase I was flying back to Bogota and the wheel broke off at JFK. I brought the spinner to the Tumi store in Bogota and was told it would be one moth to fix the wheel. Since I was overseas with an broken suitcase, I said I would purchase a new carry on. I asked what consideration Tumi would offer. The nasty salesperson refused to offer an kibd of discount or rush service on the repair. Tumi loves to open stores, but seems to hate to offer any service to the customer. read more

The Tumi Store - Luggage Near Me - San Francisco, California

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Tumi has really gone downhill. Not only in terms of the quality of their products, but even more so in their customer service. The handle of my carry-on had snapped out of place and Tumi was not able to repair it so they offered me $150 replacement credit. To which I would have to top up another $800 to get the same bag. The prestige of the brand has faded unfortunately. read more

My boyfriend got me laptop bag. I wanted to exchange the color so I went to the store. The doors were locked for over 20 minutes even though employees were inside and I went during store hours. They didn't have the bag I wanted and the male store employee told me he expected to get it in a few days. I called the next week to see if the bag had arrived and I spoke with the store manager Julissa. She was beyond rude, dismissive and overall unhelpful. Zero customer service, snarky responses. Avoid this place. There is no guarantee that the store will actually be open during business hours (from the other reviews I've read) and it's not worth the rudeness and hassle. read more

SAM has exceptional customer service skills!!! How do I know this? Well, I wasn't in the best frame of mind, with a lot going on, and dealing with a bag that has made my life MISERABLE, for quite a while... He has a genuine smile and sweet spirit about him that just made me like him instantly. He helped me out and I left in peace, feeling heard and taken care of. Thank you, Sam read more

Everyone here is helpful and friendly. They helped me pick out a new laptop backpack, taking time to make sure I got the right one. They also let me know that my old rolling suitcase could probably be repaired. They got it sent off, and ir came back with the broken handle fixed for a very reasonable price. Tumi luggage isn't cheap, but their service and reliability makes it worth the price. read more

Cleaned and organized store. This isn't the flagship store, so they aren't full stocked with all the products you might like/want. The service was good. They greeted me and let me know they were available if I needed any assistance. But that was it. They didn't proceed further with helping me find anything. I WAS looking for some wallets for my father's birthday...didn't happen because the wallets were in glass cases and the associates were no where to be found. read more

I was traveling and my Tumi carry-on handle unexpectedly broke. The lady there was of great advice and help and swiftly got me a replacement luggage at an optimized price. I won't go anywhere else! - night and and day compared to when I had a similar issue before with a Rimowa luggage in SF... read more

I was having a lousy day and Sam's attention and mild-mannered personality was exactly what I needed! He guided me through an exchange and because of him, I am now a TUMI customer as long as he works there. I am very happy with my purchase and experience. read more

Julissa is excellent. Helped up us 1000% and even went the extra mile the next day when I needed my other Tumi bag embossed and cleaned. Keep up the good work! read more

My friend said... if your going to get a laptop backpack, you can forget about cute. Throw it out the door because laptop backpacks are not meant to be cute. I had to prove her wrong!!! There are cute laptop backpacks out there... at a price, that is :). I almost believed her because I stared at a lot of backpacks on BART. My eyes rejected almost everything I saw until one day, I saw this gal with a Tumi backpack. It was black, small, stylish and had just enough cute to get me into the Tumi store. And here I was... testing out the backpacks. The first time I came in, there was only 1 sales guy there and he was chatting away with another customer. But he saw me and multi-tasked and screamed out if I needed help. I asked for smallest backpacks and he pointed me there. After he was done with the other customer, we looked at backpacks together and he showed me some cool things about the bags. He talked about the warranty and other things that made me want it even more. I told him that my laptop was small but I wasn't sure if it fits and he assured me that I can return it if it doesn't fit. Guess what, it didn't fit. So, I had to come back to exchange it. I really liked that sales person, he was super friendly and helpful - 5 STARS for the dude with the big laugh. When I returned a few days later, I brought my laptop to ensure it fits the next size up. The sales lady was a different kind of friendly and helped me out but I really like the dude sales person better. But in the end, I ended up with a very nice laptop backpack that fits everything I need, is comfortable, has great zippers (slides really really nicely), very stylish, lightlweight and most importantly... cute! read more

This was the worst customer experience I've ever had. their employees are terribly rude, belligerent, and neglectful. To make matters worse, their stores hours are not displayed at your SF location, and are incorrect online and on the phone. Their email notifications are also incorrect. This has resulted in tremendous stress before an important trip abroad and wasting hours of time from work. I bought 2 pieces: a carry-on luggage and a check-in luggage totaling $1,786.69. After my online purchase, I spoke to a customer service representative after waiting on hold for at least 0.5 hours. When I finally spoke to your rep after my online purchase, they instructed me to pick up my purchase at the Westfield location and gave me the hours the store was open. My partner and I visited the Tumi store to pick up my first luggage. The store was closed, so we wasted a total of 1.5 hours driving, parking, walking to the store, and going home all because the rep gave us the wrong hours. (Each visit is 45 minutes per person.) Subsequently, my partner visited the store two more times on her own, resulting in an additional 1.5 hours of time spent. She called the store several times, and when she finally got a hold of Julissa, Julissa was extremely rude. We finally visited the store again but the doors were locked, not making it clear if this third visit was yet another failed attempt at picking up our purchase. Finally, someone came to the door after a several minutes of standing around in front. Julissa came to open the door, and instead of welcoming us in with a simple hello, she irritatedly blurted out that she was on lunch and needed to clock out before helping us. I asked what Tumi's hours are and she repeated even more scornfully, "I said, I'm on lunch right now, and once I clock out I'll be with you." In the interest of documentation, my partner recorded the incident while we were outside of the store inside of the Westfield of San Francisco. Julissa then threatened to call security and became very belligerent raising her voice, and refused to give us our fully paid luggage. The orders were in fact not ready, even after we had taken the time to specify the luggage and tag personalization. Instead of this being ready to go, Julissa said we didn't give her that information. I didn't want to waste more time explaining that it's in the order details and ended up repeating the information to Julissa. This single, horrible visit took 3 hours in total. Altogether, we wasted 7.5 hours of time. We are extremely busy: my partner runs a company and my job is 2 highly technical roles combined into one. As part of my employment agreement, I am expected to work outside of the conventional 9-5 time window. The financial impact of your terrible customer experience is $750 based on an hourly pay of $100. The emotional impact is incalculable but worse than the financial impact. After giving you business, this is how you treat your customers? read more

I truly love Tumi products. This could totally be due to the fact that I'm a bougie blerd. My wife bought me a nice bag and went in to have it monogrammed. She dropped it off no problem. But when she returned to pick the bag up tow hours later they were reluctant to return the bag. The new employee on duty needed to see id and receipts, even though they hadn't asked for that when she dropped it off. Personally, I feel this is a reflection of that employee and not the brand. I think there were assumptions made about a black woman in sweats and Nikes being able to really shop in a Tumi store. I will still buy Tumi, but might not patronize this location anymore. read more

The Tumi Store - The bag - Luggage Near Me - San Francisco, California

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I've had my Tumi suitcase for 13 years. Granted, it's old. However, my network of friends all told me that I could bring my suitcase into the store and they'd fix everything that had broken over the years - that's the Tumi way. I called the Corte Madera location, and the very nice woman confirmed this, telling me I'd only have to pay $25 to ship the suitcase out. Well, my husband and I happened to be driving through downtown San Francisco last weekend, so we decided to fight traffic, find parking and just visit that location, rather than drive to Marin. Within 1 minute of walking in with my suitcase and explaining the situation to both the male and female Tumi employees, I immediately wished we just went to the Corte Madera location. The female employee couldn't have been more disingenuous, CLEARLY not wanting to help, and disregarding me as someone who wouldn't spend money in her store (she was sadly mistaken). She wore a thinly veiled snarkiness that was so off-putting I couldn't bear to listen to her anymore, as she told me that the Corte Madera employee was mistaken. She went on to say "you look frustrated". Uh, more like I was very disturbed by her demeanor and mode of interaction. Her tone was rude and dismissive, and I ended up just working with the gentleman employee, who was at least sincere and provided options for next steps. If I had received good customer service there, I would have bought a new suitcase on the spot. Instead, I'll go spend my $600 on a suitcase with a brand who demonstrates that they value customer service. read more

Had my bag's zipper repaired their yesterday by Aileen. She paid incredible attention to detail (tiding up other deficiencies in the bag) while installing the new zipper pull. Also she was very helpful in me finding a toiletry bag as a small gift for my fiancé. These bags are expensive.. but they're built to last despite years of traveling abuse. read more

My name is JP and I approved this message, allowing my associate Tom to post this message on my behalf. "Absolutely outstanding service and care given by Assistant Mgr Eileen Crescini. Friendly, warm-hearted, and tremendously helpful, service above-and-beyond the call of duty. Most-impressed by? Eileen, upon hearing I had misplaced my strap said she has one they she will give me. Excuse me :-) Who does that? So nice, so unusual. Made my day. A really great experience." read more

Came in after the holiday season sales. The store was closed, this is due to a belligerent customer that came in before me. They let me in to browsed and shop around. The staff, nohemi and eileen were a little edgy due to the incident, which I can totally understand. Nohemi was helpful in showing me all the sale bags and items. She left half hour after I came in. Eileen replaced nohemi, again, she was edgy. She warmed up with me, let me browse and browse some more on all their store product. She was helpful too in recommending what backpack is best for me. I was looking for a portable lunch, laptop, backpack that I can store my lunch, a few clothes, pair of shoes, notebook, etc. She handed me 3 different sizes, kinda like small, big, bigger. She gave me enough time to decide what I really like. She also created a tumi account for me and told me the benefit of being a tumi customer. She registered my tumi backpack and put my initials on it too. On a personal note: This is my first tumi bag. And for a backpack, its expensive for what you get. Retail for $450.00 went on sale for $419.00. I dont mind if its around the $200 -$250.00 rage, but for $400.00, too expensive. The backpack is nice though Plus a ten cent bag fee, which used to be free. Im a kenneth cole type of guy, but I will try briggs and riley next time. read more

This is my all-time favorite store The main thing that I like about it is they make you feel like family Every time I walk and I get greeted with a big smile and happy energy which means a lot for me when I shop They have a huge collection they never miss one product that I need and anytime that I need it The thing that I like most about Tumi is that no matter what happens to my luggage they know to take care of it to my satisfaction so thank you read more

As a brand and as a service, they really do personify the old mantra, "you get what you pay for". I walked in the other day because my Tumi umbrella was acting up. I explained that I was having problems with it, but that I no longer had the receipt. The saleswoman kindly said, 'no problem, that's why you buy Tumi", and I literally walked out the door a few minutes later with a brand new umbrella. Uh huh, that's why we buy Tumi. Thank you. read more

Tumi is expensive. Yup. After roaming around and searching for the perfect anniversary gift for the BF, I finally gave in and bought him a nice wallet. Which wasn't priced that bad. It's mainly their luggage and bags that cost a fortune. Skip 2 days...I find out BF already has a brand new wallet in the back of his closet somewhere. Way to go. So I decide to go with plan B and return the wallet. Of course I could not find what I was looking for for plan B, so wandered back into Tumi and bought back the wallet I bought my BF prior to returning it. I know...lame right? I just really loved the design of the wallet. Their stuff is NOT CHEAP but the quality is worth every penny. I hope he likes the 30th wallet he has now in his collection! read more

Tumi is the place to be! Sure Coach mens stuff is nice too but Tumi makes their man bags look more manly and that my friends is what I am looking for! I really am not one to get excited over bags too much like women or my hubby however when I see the one, I am in love! This time around, hubby eyed a manly tote that was featured in their catalog. When we got to the store, the associate was able to zero in on it and hubby tried it out. Like most things, it was way bigger than the catalog portrayed so he was turned off to it after some thought. We walked about SF Westfield for a bit popping into stores that had another Tumi piece that made hubby's heart skip a beat. This time around it was a leather briefcase that seemingly had more room than his current briefcase. After much thought, we popped back down to Tumi and snatched it up. Even got a free engraving out of the deal (Tumi offers free engraving for their products on removable leather plates only, no time limitations either!). All in all the staff were great especially when hubby was indecisive (kudos to them because my patience sometimes wears thin with that stuff!). I am especially happy that the in-store engraving did not take much time at all because I am not one to stand around for long periods of time. So, the piece de resistance of this particular shopping trip is that I inherited his old leather briefcase (Tumi of course!) which is only about six months old mind you. Yes, I don't mind hand-me-downs especially when its a great new accessory! read more

I bought my first piece of Tumi back in 1983 and it's done over 2 million miles, and here I was walking by this store with some time and in I went. This has never been one of the inexpensive lines and still isn't. The quality is very good, construction is usually excellent, and the styles change, sometimes meh, sometimes wow. Service is hit or miss in this store, however, and that's a problem. The last sales clerk that gave me attitude watched me walk out, and that was years ago. Still, there's an air about this store. Not a welcoming atmosphere. Enjoy! read more

PROBLEM - I had a laptop bag with a stuck zipper. SOLUTION - Brought it into the store and was informed by representative that these are "generally" easy repairs. Bag shipped out (on my dime); I was "generally" happy. REALITY - One month later, I was contacted by TUMI after sales-service with a $97 repair charge. Can't say I wasn't surprised. NEXT STEP - I called Tumi and explained how I was misinformed at the store and asked them to consider replacing at no charge. They said the bag was out of warranty and would also not honor what I was told at the store. Thanks for wasting my time and not standing behind your store representative's misinformation. The customer is not always right, however the customer has the ability to write about how they were NOT treated right. BETTER OPTION - Buy new full luggage set from Briggs & Riley; they offer a lifetime guarantee - http://www.briggs-riley.com/about/lifetime-guarantee/ - which "covers the repair of all functional aspects of your Briggs & Riley bag for the life of your bag." read more

I am in no way a typical Tumi shopper. I am not a a business professional or an aspiring wife/girlfriend of one. I do not have a lot of money, and I do not look like I have a lot of money. To a comissioned employee, I am not a first round pick. 1 star for treating me seriously anyway 1 star for weighing a bag for me 2 stars for mentioning something extremely useful they def weren't supposed to 1 star because yesterday I bought a tumi online instead of through them, and I feel bad that I cannot reward my associate's customer service with the sale I had honestly intended on making In all truth Tumi, you're probably a four star store. However you get five because I feel rewarded for not being discriminated against, and slightly guilty for not breaking my stereotype. yikes. I vote yes. read more

Disclaimer: the luggage is very expensive. However, it is VERY high quality and has a lifetime warranty. I just picked up a bag that had torn at the seam, and it's completely fixed. No questions asked. All I had to pay was $10 for shipping. That means a TON to me. I grew up in Maine and LL Bean always had the same kind of warranty. So, if you were going to buy something, and Bean's sold it, you'd always buy it there. So, it might be pricey, but you wont have to replace it....and I honestly think that if you don't buy what you REALLY want, you'll spend the same amount of money or probably even more on a bunch of lesser quality items over time. read more

Awesome customer service. A wheel had popped off my suitcase and they fixed it in the store. I had no idea that the wheels are designed to break off to protect the rest of the bag. They are easily replaced. They also gave me spare zipper parts and instructions for fixing some of my other Tumi bags that had been ravaged by airport baggage handling. read more

Eileen was very helpful with my recent gift. I got a bag for my bday that was not my style. She walked me theough the return process and was very helpful and patient. I'll buy from them again! read more

I called to get help with buying a $670 suitcase. Brandon did not think customer service was important. DO NOT BUY HERE!!! Go directly to Tumi. They have amazing customer service. https://www.tumi.com/ read more

I had to buy a computer bag with wheels, and i knew there was only one way to go....TUMI. So I went here after work one day and was helped by the sweetest most knowlegable person, Vivienne (i know i spelled that wrong). She helped me decide on the perfect roller computer bag, it was the compact bag for $495. They were also having this special promotion to help them "plant trees", so I received a $100 credit towards another purchase. She helped me decide on the cutest clutch, which can be used as a wallet or a cute little going out clutch. Yay..i love my purchases. I'm definitely going back here to buy some luggage. read more

Solid 3 stars for being okay overall. Nothing special here, just quality bags but at cost. I would buy one, but damn, $120 for a bag and its not even leather. $200-$250 for a leather one. read more

Good products but extremely unprofessional service by woman who works there. Employee at Grant store seemed friendlier, but also young, unprofessional, and poorly trained. It makes me wonder how much Tumi is paying its employees and why it's unable to attract higher caliber employees. Go to Edwards Travel (they carry Tumi and other brands) for friendlier and much more competent service. read more

i'm huge tumi fan...i use to think it was just overpriced luggage...but after years and years of use...i realize it's indestructible...i overstuff my luggage...i'm lazy and tired to carry the bag down stairs or buses...i just drag and *THUMP THUMP THUMP* my way down stairways....it has been dragged through streets, sidewalks, bart, caltrains, buses, cabs and airports....few scuff marks...but it's 100% functional....did i mention i average about 30 to 60 flights per year?....yes..i put all my tumi luggage to use.... beside the luggage..i been using tumi money clip wallets for about 3 years now....so convenient....good looking and sleek....this location is bit smaller..but they do order any items you might desire... read more

I don't usually write bad reviews, but I must when it costs $500 for a leather messenger bag. I bought this bag for my husband who thought that it was too heavy for everyday. (I disagreed obviously, but I'm not the one using it everyday). So off I went to return it. At the store, I was not able to locate the original receipt in my purse. I had just seen it there that morning. I asked if I can return it anyway and get credited on my card. The woman there told me that thy can ONLY DO STORE CREDIT or exchange. That sucks. What if I exchange for a $200 bag? I'm still stuck with a $300 credit? What if I don't need anything else? EVEN my friend's local store with a register that runs a 6 year old POS can do returns without a receipt AND do full credit back to the card. TUMI has great quality, but has avSUCKY store policy. This is their response from a CNN article: We are continually looking to upgrade our systems and policies in order to achieve this goal. Given the nature of our company owned vs partnered stores and our e.commerce relationship with our web provider, all of our systems are not currently aligned to allow for a seamless transaction/return exchange at the point of sale. We are currently assessing and upgrading our limitations in order to accomplish this goal, and apologize that we are not in a position today to rectify your situation. We will, however, do whatever we can to make sure your TUMI experience is superior. Please let us know what you would like to satisfy your need." read more

Tumi used to give a lifetime warranty that they now do not want to remember anymore. Their products are well made although them becoming fashion items has put the quality and support into a downward spiral. Count on a repair within 4-5 years at least. Do not expect service or repair! As others have noted, their service or repair is not done in the store but they send it to Georgia for a fee. Also, items older than five years are considered obsolete! That means, you will not get repairs or parts and have to buy new. Say, you buy an average carry-on for $700, you have to depreciate it at $140 per year over five years. Well my friend, you can probably buy any other brand at that rate annually for cheaper. Hence, Tumi is not a good investment because their service sucks. If you are looking for an investment that lasts maybe Briggs & Riley is the better option because of their global service. read more

Tumi makes great products but don't count on them to repair anything to your satisfaction. I bought a backpack from Tumi because I wanted a professional pack that would be an investment. The pack is great.......but within 5 months the strap broke. It was sent to their Georgia facility twice for repairs ($15 handling charge)....the repair didn't last a month on both occasions. In addition they held onto my bag for over 6 weeks. I finally brought the bag to Joe's shoe repair on Market Street. for $12 I have a repair that is holding up under the toughest conditions! read more

When you pay this much for a bag, you should at LEAST get good customer service when it turns out the bag is shoddily made. In summary - told I had a lifetime warranty when I bought the bag in the 90s. Don't travel much - but the zipper was faulty for years and then the seam ripped. Finally got around to bringing it in for repair and was disappointed to find that I had to pay $15 for shipping & handling. Oh - if only my disappointment stopped there... The repair shop called and said that I needed to pay another $155 for materials to repair the bag (they had already had it for 2 weeks) and that there was no such thing as a lifetime warranty. So, $170 later, I start prepping for holiday travel -- but the bag never comes. Did the store offer a loaner? NO. I bought another bag (NOT A TUMI - Eagle Creek comes highly ranked for carry-on and I've been pleased so far). Had I known that I would end up spending just a little bit more for a new bag than I was spending on a repair, I would have tossed the Tumi out and saved myself the grief. Long story longer, while on my trip, I finally received the call that my bag was ready. When I returned home, I called in advance to ask that the bag was ready (tight time crunch between parking downtown and picking up my kids from school). They said that it was in a storage area in another part of the mall, but that it would only take 5 minutes to get. I stated that it would take me longer than 5 minutes to get there, so please have it ready. Was it? Yah - NO. They waited until I showed up and gave a lot of lip service to some emergency that had come up that left them with one set of keys. So, not 5 minutes later - more like 15 - the employee sent off to fetch the bag came back empty handed. Why, you ask? That'd be because it was sitting in the back room the whole time and no one had bothered to even check. Save yourself from this brand. It's a lot of money for a product that doesn't hold up. They are selling the brand without any back-up. Don't fall for it. Oh - and for kicks and giggles - take a look at all the other 1 star reviews out there... and that's just for this location! read more

Worst Tumi customer service ever. Giovanni who is the only customer service in the store seems like he doesn't even want to be there. We can't barely hear what he's saying since he's mumbling the whole time. We purchased a $400.00 backpack and wanted our personalized monogram which all Tumi stores provide. I understand when he said they ran out of material but his attitude is so lazy and condescending that we decided to return the back pack we just paid for because of this. We are regular Tumi customers and been buying them everywhere we travel but so far this is the worst customer service from this company we have ever experienced. read more

Amazing customer service here. I had a bag that I'd owned for about a year and a half and the zipper began to break. I was in the store one evening after work and mentioned it to the sales rep. She told me to bring it in anytime and she'd exchange it for a new one. Brought it in that weekend and she switched it out on the spot. No hassle, no waiting, no paperwork. I was very impressed. read more

Terrible service. Woman ignored us talking for five minutes on s personal call right next to us. Never acknowledged us so finally walked out. We own five tumi cases and were looking for another. Tumi needs to step in on this. read more