I must share to help others in the future. Tumi is not what it used to be. I've bought about 10 bags from Tumi over the years. Yes they are very expensive, but I've always been a fan of their willingness to fix anything that breaks on the bag for a $25 fee. I'm told by their customer service that their policies have changed. I went into the store to drop off my bag for repair (the wheel had broken off- most likely mistreatment from some airline), and paid the $25 fee. My bag was sent off for repair. Weeks later I received a note that "wear and tear" damage is no longer covered. I'm not sure how they determine this, but they took my money as a "processing fee" and won't return my bag until I pay another $70 to have it fixed. Tumi's actually do break a lot. They are not indestructible. Stuff happens. If I have to pay $100 every time I have it fixed, why the huge price tag on the luggage in the first place? I can't use my bag at this point as it's broken beyond use. Who knows if I'll ever see it again anyway. I just wanted to make sure everyone reading this knew what is happening with their customer service these days - even to a 15-years loyal Tumi customer :( read more

I've purchased a few items from Tumi in years past. They have always been considered a first class leather product and they hold up exceptionally well. I have never had a problem and still own a briefcase in excellent shape. I was looking for a gift and stopped in here yesterday and once again purchased an item because I know I can trust the quality. They offer monogramming and I wish I had the time to wait but it takes 2 weeks. I highly recommend Tumi for luggage, overnight valets, wallets and carry cases especially for men. Gift wrap for free. read more

Not surprising at all to see the other negative reviews about this place!!! I've used Tumi suitcases for years and while they are quite pricey, I do have to say that I have always been very satisfied with the design, quality and ergonomic features. I have nothing negative to say about the products...but it's more so the customer service I received at the Costa Mesa location. A couple months ago on my visit to the Tumi store at the Americana on Brand in Glendale, I was greeted by extremely friendly and service oriented associates. I had gone in to ask about what to do with my carry on that needed repair. One of the wheels were damaged and the wheels weren't rolling properly. I assume it's the friction that caused the damaged wheel at some point. Anyhow, they informed me that when my suitcase needs repair, Tumi offers loaners at free of charge until mine is repaired. Although I thought of getting a loaner from the Glendale store, I decided to hold it for a later time and get one from the Costa Mesa location. Well, that certainly was a bad move on my behalf! The loaners I was shown at the Glendale location were much cleaner and nicer but the ones at Costa Mesa looked old and just worn out. Well, it was a free loaner so I wasn't going to complain and just took whatever I was offered. The worst part comes a few weeks later when I returned to claim mine in exchange for the loaner. I walk into the store and I am not even given any type of greeting really...okay, that's fine too....I let them know what it was that I needed and they take a really long time to find my carry on....I was getting a bit irritated at this point considering the store wasn't even busy really and they had more than 3 associates working at the time. They bring me my carry on and yes the wheel was replaced but I notice unfamiliar scratches on my lock that were not present at the time I originally gave them my carry on. I ask them in a very friendly manner if they had any idea as to where the scratches came from and I simply get a response saying that there's no way it could have happened during the repair. Okay, the lock is only $20 and I wasn't trying to be anal here. If they had just handled the situation in a more professional manner with a little apology, that would have been fine but they were just straight out RUDE! They made it seem like I was trying to get a free lock off of them or something but that certainly wasn't the case! I was very disappointed with my overall experience at this Tumi store and will never be returning! For those of you that need a loaner, please visit another Tumi store. read more

I've shopped here several times and it has always been great. Carla, especially, is an excellent staff member and she has deep product knowledge and a fantastic sense of customer service. I am writing this review about my latest visit to the store. I was greated by the assistant manager, Heidi, and she has no place working with customers. She doesn't belong in the service industry. She is confrontational and infuriating. Overall, the store is great. Avoid Heidi. read more

I was told on the phone that they offer free in store monogram and engraving for wallets and bags. When I got there two clueless oversized ladies on duty said they do not and never offered this service. The funny thing is that I told them that I got my alpha bag custom engraved just last month at this very same store. They even have the audacity to ask me the name of the sales that helped me out like they are going to get him in trouble or something. They are probably just declining to provide this service because they get no commission from doing so. read more

Tumi is an enigma. Pretty good products but way too costly. For an equivalent leather product from a non-Tumi store is about the same price for a ballistic nylon product in this store. I have a few Tumi products and like them but always feel that I pay 5 times too much for them. This store is no different from other Tumi stores. Overpriced good products. Wait for a sale. Even then, you're not getting a good value. read more

Bought my first Tumi bag 20 years ago and have bought other brands over the years but always return to Tumi when the other bags fall apart. Finally decided buying Tumi for the whole family was a much better investment than multiple bags over time for everyone. Their repair policy has changed over the years, but understandably. I still appreciate that they will handle the repair for me, ship my bag in so I don't have to box it up and I don't have to buy a completely new suitcase. While in there dropping off the bag, I inevitably find something else I really want to buy. Just recently took my bag in for repair and was helped by Anne Solomon. She was so fantastic to work with! Unlike one of the reviewers below, I came in wearing my jeans/tshirt and looking like I had been doing laundry all day and had outstanding service! Not only was Anne attentive to my needs/requests, but she came up with an even more efficient and cost effective way to address the damage to my suitcase. She didn't snub me for having an older suitcase, like I would have expected. I was so impressed! She was able to fix it in store and return about a week later at no cost. Although she didn't make any money off me that day, there's an adorable backpack that I'm now eyeing just from being in the store and will probably return to buy. Great customer service =happy people=repeat customers/good reviews=sell more. Thank you, Anne, for making my day! read more

I had to go and buy Christmas gifts for my parents and decided to head to Tumi for some wallets. Fortunately, a woman's wallet was on sale, so I purchased it along with a men's wallet for my dad. I had bought one in Boston and thought it would be good for my dad. The woman I purchased the wallets from was extremely pleasant and professional. Tumi doesn't stand out as much as the LVs, but I still prefer the Tumi. read more

the standard and meaning of form following function. this stuff works and takes a beating. and if it gets messed up, they take it back and replaces it. i bought 2 things from here, an iphone 4 case and an ipod case recently. the the ipod case was for the new ipod, which they started taking pre orders before the case actually shipped. they called when i was out of town, but they held one for me. when i came in, i showed them my iphone case which was getting worn... so they exchanged it for me. old saying, you get what you pay for, you pay premium, so you get premium. and the service here matches their product. read more

I went to Xingli luggage store at South Coast Plaza just to check it out, and I spoke with a woman, Jill, and I said I'd be back either later that night or the next day; I came back the next day. Jill, who helped me out the day before, was there, but she didn't remember me. I thought it was weird, but I went with it still. She was acting like she didn't want to be there and didn't give a damn about whether I bought anything or not, and kept showing me carry on sizes of 2 bags, but I told her a few times that I was looking for a full size bag, not a carry on size, so when I grabbed a big one, she got offended and said that I couldn't carry that on the plane, and I said I know and that's what I had been looking for. She didn't try to show me how to unlock the suitcase or anything, and half assed trying to sell me travel accessories. She said the day before that I'd get a discount on a suitcase because of the sale that's ending on Sunday and she wouldn't charge tax? THAT WAS ALL A LIE. She also said that if anything went wrong, I could bring it back. That too was a lie. couldn't open the suitcase when I got home and I spent an hour trying to get it open, watching youtube videos and asking my dad and my sister for help, but nothing worked, and then finally by some fluke my sister got it open. Then I packed a few things and wanted to try to lock it again yesterday, but I couldn't get it open, so I went back to the store to ask for help because I had already spent another hour trying to get it open. Two hours wasted for nothing. t was a different person working there tonight, and he wouldn't help me unlock the suitcase because it had a couple of things in it. Every time I tried to speak, he would cut me off and tell me why I was wrong. He also said that it's my fault that the suitcase is defective. He kept lying over and over and over again. I went with someone else, and HE had to do the talking because I couldn't get a word in edgewise. Because he wouldn't open the suitcase for us, he sent us to a place 2 miles away to get it fixed. After 20 minutes, that guy was able to open it. We called the guy back at the store and asked about returning the suitcase because he stated earlier very plainly that we could return the suitcase if it was empty, that we wanted to come back and return it and he said no then he started getting aggressive on the phone and almost hung up on me and he got angry that I said he was putting us on the runaround and he said that he wasn't and we were doing this to ourselves. I can't return it until tomorrow, when a manager is there, so I'm going to return it and go to Macy's to get a suitcase because I refuse to support those kinds of business practices. read more

Don't get me wrong, I love Tumi products, but I hate this store's customer service. When I stepped in, they greeted me with a Welcome and that was pretty much it. The 2 sales rep kept chatting with each other the whole time I was there. When I asked for pricing on a briefcase,instead of looking it up for me, she simply said " price tag is inside the bag". Sheesh..Sorry for interrupting your chat session. Unacceptable. read more

I have given up on this brand of bags and luggage. I was once a very loyal customer for the past ten years but my recent experience with trying to salvage a bag where the leather handle started coming apart after 10 yrs (completely understandable) and their lack of offering me a way to fix it(they deemed it irrepairable) or replace it reasonably ($30 credit on a $400 bag). They no longer produce this style of bag which I really found useful as it was a good size and weight for me to travel with so I was really willing to pay to have it repaired. I went into the Tumi store in South Coast Plaza, they had me PAY $15 to send it to their corporate HQ in Georgia for it be even be considered for repair. After 1.5 weeks, HQ contacted me and said that they can't repair it and offered no options other than $30 credit to buy a new bag. Even Dooney and Bourke offers half the value as credit for a new bag. This company DOESNT stand by their product and could care less about it's customers. Buy something else like Hartman or Brics for similar quality and better customer service. read more

TUMI messenger bag -- after only about 20 times (20 days) of use, the strap got worn out so quickly. I took it back to the store to get the strap replaced, but they wouldn't or couldn't. The strap leaves particles on clothing. I wondered why my shirt was always dirty, and I just realized the dirt particles came from the strap. Obviously, the company did not test their product. I have a picture posted on Facebook. read more

It took less than five mins to get my tag monogrammed. As soon as the guy saw my tag, he instantly knew which purse it came from and recommended the right font color. Very friendly and professional service. read more