Tumi's new location in Fashion Square is a huge upgrade, housing a much bigger interior with more selections on display. The prior location seemed a little congested. Shoutout to Angel, she was incredibly helpful and attentive with an issue with my suitcase. She was able to resolve the issue in the store without requiring the suitcase to be sent out for repair. read more

I've been a loyal TUMI customer for years and have probably bought 12-15 TUMI bags. I've always thought of TUMI as a premium, "buy it for life" brand. My recent experience at the Scottsdale Fashion Square store has really made me question that. I went in to get a monogram tag done on a backpack I was gifting to a friend and employee of mine who was in town from India. It was time-sensitive because I planned to give it to him in person before he flew back home that day. From the moment I walked into the store, the vibe was extremely cold and snooty--10/10 on the "you're wasting our time" scale. Not friendly, not welcoming, just indifferent and condescending. While trying to remove the tag, the associate/manager actually damaged it. The bag then had to be sent out for repair, which immediately ruined my plan to give the gift that day. It got worse: soon after they sent it out, I received an automated email saying I owed about ~$65 for the repair--on damage that their own employee caused. No one reached out to clarify, apologize, or reassure me that TUMI would take responsibility. I had to spend my own time calling and chasing this down. In the end, this "simple" monogram request turned into: -- Hours of calls and emails dealing with billing, the repair, and poor communication. -- A long trip out of my way to the Scottsdale store, and then another drive to a completely separate luggage repair location even farther from where I live to pick up the bag. -- Having to reshuffle and cancel parts of my already busy schedule to babysit a situation that should have been handled smoothly by a supposed luxury brand. -- Missing the window to give the gift in person before my employee flew back to their home country. Now I have to pay for international shipping and customs/duties so he can receive it there--an unnecessary and expensive consequence of how this was mishandled. The bag was eventually repaired, but the overall experience was stressful, time-consuming, costly, and completely misaligned with the idea of "premium service." At no point did I feel that anyone truly owned the mistake or made a meaningful effort to make it right. I've spent a lot with TUMI over the years and used to recommend them regularly. After this experience with the Scottsdale Fashion Square store, I'm seriously reconsidering the brand altogether and looking at other options. Luxury prices with condescending service and poor communication is not a combination I'm willing to keep paying for. read more

Great customer service. Very nice and helpful. Went out of the way to help me. Would def come back.

Brand new beautiful store on the opposite side of the mall from their old location. They said it's their largest store in the world. read more

The Tumi Store - Luggage Near Me - Scottsdale, Arizona

I walked in yesterday anticipating to spend $1,200 on two backpacks for travel. Immediately felt the mood change when I entered the doors. The girl at the desk hardly looked up, didn't say a word. I asked her if she had the backpack I wanted to get my wife in stock. Without saying anything she walked to the back. I felt like she hates it when customers come in and bothers her, disrupting whatever drawing she was sketching on a piece of paper. Without saying words she told me "oh my God really? Why are you here? I don't want to deal with this right now." When she returned, attitude in full force, I just said "forget it" and left. Spent my money elsewhere. See ya Tumi, not wasting good $ on this. read more

Sub par experience, great product. Knowledgeable staff who helped, albeit not enthusiastically. Call me crazy, but a "luxury" experience should be standard when purchasing "luxury" items; what else am I paying for, really? I thoroughly enjoy the product I purchased, and that is consolation enough. Despite the fact that I'm not going to return what I got; however, it was frustrating that the employees never mentioned the return policy -- being that "customized" gear, including anything with an ID patch added, is ineligible for return. Further, they never mentioned that any repairs or service requests have to go through their specific location. In hindsight, it felt like they actually were rushing to get me my "free" ID, as to prevent me from returning it and lock in their sale. To boot, they asked me which color I wanted, then put on a completely different color... $700 for a backpack and you can't even pay enough attention to remember what color I selected... again, really? All that being said, their products are great. Durable as hell and noticeably higher quality than any supplementary item I've ever owned. Would definitely buy online next time though. read more

The days of honoring warranty are over. I remember their lifetime warranty, then it was 5 years, now it's excuses to not honor that.... Switching to Monos or Briggs and Riley. Never again will Tumi get $1 let alone the $1000s I have spent in the past. read more

The Tumi I have believed in for over two decades is no more. I have never once had an issue with Tumi in the past. Anything that was broken they would repair or replace no questions asked. Those days are over. A 2 year old $1,400 bag breaks and they no longer replace it. The high prices of the bags were worth it for the service but that is gone now. Such a shame - time to find a new brand. Not another $1 from me. read more

This is a very cool looking store with great looking luggage and even coats. The designs are very nice. Prices are higher reflecting the better than average designs and construction. The salesperson was very professional and answered my questions properly. read more

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Don't buy this brand!! TUMI doesn't honor its warranty. First time I used my $1400 luggage the handle broke while I was in Greece. I had to special check the damaged bag. I took it to the store and the manager said that line has handle problems. He sent it in for a fix but they tried to charge me $98. So much for the 5 year warranty. I learned my lesson. Don't buy this brand. read more

I have been here twice to get the monograms on my Tumi items. Overall excellent service. I wish this would be a larger store, as it seems on par with many airport locations. Would come back here again if in the market for a Tumi. read more

I just went in and had excellent service from Evelin. She is so sweet. Thank you. Amazing thing we saw her yesterday at RA. I'm a flight attendant with Southwest and have been told by several people that these bags are the best. read more

I travel quite offer TUMI luggage has excellent customer service. The workmanship. the sophisticated style of the luggage pieces are surpass any luggage out there Ive used. Im a loyal Tumi traveler. Tumi is absolutely worth the investment of quality luggage. read more

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Tumi doesn't make that many varieties of wallet, yet this store didn't have the kind I wanted, except as display. I ended up purchasing my wallet online. They do have a lot of other things like luggage, purses, backpacks and so on, and it appears to be of high quality. read more

It's expensive, but having had bags and luggage fail at the airport from other brands, I believe you get what you pay for. I bought the Alpha backpack and use it daily. The monograming is cool and registering your bag may result in its return depending on who finds it. read more

The worst customer service I've experienced so far. I wrote several emails but received only the automatic non-sense reply. I called but the team there is definitely HELPLESS. read more

I had the nicest and most helpful sales lady. She was very professional and helpful and my visit to Tumi was worth the drive. I will be back read more

I was in seek of the perfect shoulder bag for work, so I went to the Scottsdale fashion square. After looking through several stores, I found a bag I liked at the Tumi store. It was a black leather shoulder bag with multiple inner compartments and an adjustable strap, but it was a bit more than i wanted to pay. I was most impressed by the lifetime warranty they offer in which they will repair the bag or replace it if it is due to "defect", and I decided I would use it for a long time, so I bought it. I purchased the bag in July 2008 and by the end of August, the strap was raveling where it attached to the leather. I do use the bag every single day at work, but given that it was a $400 bag, I of course took it back to the store, never imagining that they wouldn't repair it. The salesman (which was the same person boasting the superb warranty only 2 months earlier) now said, "Ooh, I don't think we can fix that, but I will call "them" and see what they will charge you". I of course became very angry and when a few customers replaced their bags back on the shelf and walked out, he acted like he was doing me a favor to mail it off to be "evaluated". I don't recall my words exactly, but a week later I got a call saying the bag was repaired. Annoying! I will never buy anything there again, and I am usually very forgiving! read more

This is a great store and the sales person (lady) who helped me was phenomenal at what she does. She showed me various pieces and even took the time to show me how one of the jackets folded up into a pillow. Impressive and she went the extra mile and seemed to have a passion for all the Tumi products. I will be coming back: wow great folks here. read more

Let me preface this. I travel often for business, and I've been a Tumi customer for the last decade. The bags are phenomenal. Today is Valentine's Day, and my spouse purchased me a new red Tumi backpack ($550) to replace my gray one. It was not monogrammed, so I decided to take it to the store to monogram this bag and to get a new monogram on my other bag . I walk into the store around 2:30p, and there is one sales rep (a white woman with gray hair) assisting 2 women that are shopping together. She makes eye contact with me and says absolutely nothing. I'd at the very least expect a "hello, I'll be with you momentarily." None of that. She continues as if I'm not there. So after a couple minutes, I politely excuse myself and interrupt and ask about getting monograms on my bags. She responded with an attitude and condescending tone tells me to leave the bags with her and it would be an hour. Mind you this process takes a couple minutes. I've had it done at Tumi stores in airports and elsewhere. I understood she was alone and helping people, but it still shouldn't take an hour nor should I get an attitude. So I ask her to call the biltmore and see if they're open because yelp said it was closed today. She did. They were open. I took the bags there, and it took less than 10 minutes.... IMO she didn't want to help me because of the way I look if you get my drift. It's not because of the way I was dressed lol, because I'm always dressed impeccably. That's the energy I felt... especially because she had the audacity to ask me where I got the bag as of I stole it or something... anyways if you're going to shop Tumi go to the biltmore. They're open 7 days a week and the people are courteous and professional. read more

Went in search of a graduation present for myself (courtesy of a family member). Started at the department stores in the mall to no avail. Decided to check out Tumi. The sales person Joy was awesome. She showed me several leather and non leather backpacks. I took her card and kept shopping the rest of the day. The next day I came back. She remembered me and was still so very helpful when I brought reinforcements (my wife) to make sure I was making the right choice, considering the expense. We bought a very nice backpack (professional) and had it monogrammed while we waited. The overall experience made me wish I could afford more items from the store. I'll be back and thanks Joy for the wonderful service!! read more

High quality products and high quality service to match. I needed a business laptop bag and the stuff in here is awesome. Ill definitely be back! read more

Although the Tumi store employees are very nice, Tumi in general has some of the worst customer experience I have ever experienced. Before buying your next $600 bag try calling their 800 support number and you will be on hold for about 20 minutes. The handle on my 2 year old bag stopped working properly and they tell me it will be 3 months to fix because the part is backordered. They offer a loaner bag but it takes a week to get to you and only has 2 wheels and is smaller than my current bag so a huge trade off to have to use for 3 months due to their product being defective while under warranty and Tumi not being prepared with parts. If you are paying big bucks for a Tumi bag because you think the service will be great-think again. As an update, it is now January and not only is my bag still not repaired but I had never received an update call on the status of the repair the entire 5 months of wait. I finally called repair group that Tumi uses in Phx and after multiple calls I am still trying to get them to call me back and give me a status update. I would add that while I have been waiting through this past 5 months of pathetic Tumi customer service I went ahead and bought a TravelPro bag and I will say it blows away my Tumi bag at almost every aspect. I still hope to someday get my Tumi bag repaired but I will never buy one again read more

I can't even begin to tell you how many pieces of Tumi luggage I've bought. As far as I'm concern Tumi makes the worst possible luggage you can buy. It doesn't hold up. If you send it in for repairs it takes months to get it back, so then you're forced to buy another piece of luggage. I've had Briggs that's never taken this long, I've owned Briggs and Riley and its held up unbelievably. Then I decided to try Tumi. The most expense of piece of luggage ends up being the cheapest luggage you can buy. Never again will I invest the amount of money I've invested in Tumi luggage. There repairs shouldn't take up to 2 1/2 months (oh and by the way that was an estimated time of repair). I still haven't gotten the luggage back and the only thing broken is a telescopic handle. Now you'd think they'd have this on hand, Or is this showing you, they get so many returned bags for repairs, you're just another name in a long line of customers ahead of you awaiting for your repairs! This Is utter bs! No one that spends this kind of money, should have to wait this long to get their luggage back. Done with Tumi, expense luggage, but really cheaply made! read more

My Girlfriend bought me a bag for Christmas that she customized with my initials unfortunately it was not the exact bag I was looking for. I went into the store concerned they would not exchange it because of the initials and I was greeted by Miranda. She was awesome, extremely helpful and helped me find the bag I was looking for and even put my initials on the new bag. This is the kind of customer service you would expect from a high end company but very rarely receive anymore. I have many Tumi pieces but you have definitely earned a customer for life. Great JOB on hiring great employees. Christian read more

I purchased a bag and after 1 month I was having some issues with the quality. One of the managers at the store (Denise) was SO HELPFUL in getting me a replacement bag. It's worth paying a little more for luggage when the company stands behind their product. I will be back to purchase more luggage soon. Thanks Denise! read more

Small store but customer service was excellent. I'll be back again and buy more. I've been buying Tumi products for years and they last and last read more

Stay away from Tumi like plague and STDs. Tumi is not the same as before after it was bought by Samsonite. A small piece of leather strips came off of their $600 briefcase and Tumi refused to repair it and they are only offering $120 towards purchase f a new bag. My briefcase is in like new condition as I always take care of my stuff and this is so wrong and insulting. If anything you exchange it with a new bag. I can understand if my bag was all beat the heal, but that is not the case and there is not the case. Spend your money somewhere else that company appreciate and value your business. Tumi does not since they were bought pit by Samsonite. They don't tell you that when you shop at their store and people need to know this. I will take my bag to my cobbler and will repair it myself at my own cost but I wanted people to know about Tumi's poor customer service after purchase. read more

I needed a new carryon. I went in and explained to Dustin what I needed. He showed me the bag he thought would be best for me. He explained how it worked and I made the purchase. In and out of the store in 15 mins. Awesome! Thank you, Dustin! read more

Worst customer service. I called tonight at 8:30pm as I was on my way to the store to see if they had a laptop bag in stock. the woman could not figure out which bag I wanted by my description over the phone. I told her I would look the bag up online and call her right back. I called back THREE minutes later... No answer. I called ten more times between then and 9pm. Each time my call went to a voicemail that was "full" and couldn't take messages. I arrived at the store just before 9pm to find the store closed and doors locked. The woman was counting the register and clearly closed up shop before 9pm. Obviously her time is more important than others. I would have purchased a $455 bag this evening but clearly their employees don't care. Unbelievable. read more