I had a disappointing experience with the store manager, Madison. During a phone call regarding a suitcase that was not functioning properly, I politely asked about the possibility of an exchange. Her response was abrupt and unhelpful, and she stated, "That's not going to happen," without offering any explanation or alternative solution.
When my wife later visited the store to pick up the repaired bag, she also experienced what she felt was a rude and dismissive interaction.
This level of customer service is not what I would expect from a brand like Tumi. I hope management looks into this and works to ensure a more respectful and customer-focused experience in the future. read more