They started doing in house repairs! Avery recently fixed my handle on site within minutes. This is such a better experience than sending it out and waiting for it to be sent back to you. I will continue buying Tumi because of their service! read more

Traveling can cause a lot of wear and tear on luggage. TUMI has such a great repair policy. When the wheel broke on my TUMI carry-on, I was able to bring it here for a repair. Left it at the store. They replaced the old broken wheels with new ones. Called us when the repairs were completed. So easy and efficient. Now, where am I off to next??? read more

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~TUMI was not helpful. TUMI is Tumi is very expensive and came w a lifetime warranty when we purchased so it helped to ease the decision to purchase such expensive luggage. But they changed after we purchased and now TUMI does not honor their warranty. Our luggage had the handle completely break in half and fall off. When I went to the company for a replacement or repair, they told me they could not repair it so they wanted to send us a measly $165. What in the world will $165 do towards a piece of luggage that cost upward of $1000? This feels like we were scammed. I would ever recommend tumi to anybody. I hope these reviews go far and wide and this company will have consequences of their dishonesty. read more

TERRIBLE SA. I went in this Sunday to purchase a laptop bag for my husband, at TUMI at Galleria Mall and a sweet young caucasian gentleman greeted me and was redirected by his manager to someone else looking at luggage. I waited about 45 minuets with no help. When a gentleman purchased a carry on at the counter I had been waiting at, I told him since it's nice he should use it as a carry on. We laughed and he thanked me. The SA turned around and asked me if I owned a bag like that. HOW FUCKING RUDE. I left the store and ordered the bag online. YOU NEED NEW SALES ASSOCIATES. read more

5/5 for the wonderful service Bernadine provided! She was outstanding! I came in one day just to see how the extended trip looked like next to me (I'm 4'11) so I wanted to make sure it didn't look too big next to me or overwhelming. She gave me her card and said if I had any questions to feel free and ask! Couple days later I decided it's time to make this purchase. Luckily I ran into Bernadine because not only is her service exceptional but it was accommodating and thoughtful. I ended up getting the Black extended trip luggage and it was covered in a bag and I stated that I parked valet by the Shake Shack. She offered to carry my luggage all the way to my car and waited with me until they pulled my car up. Can you say fabulous or what? I love my suitcase. Lifetime warranty! Will post another review on the status of the condition after a few trips. read more

Do you REALLY get what you pay for? Yes....maybe....kinda. So ever since I graduated university and realized my dream of being a jet-setting businessman (dream big, kids), I have enjoyed the glamour (read: endured the rigors) or business travel. I have had the pleasure (read: obligation) to travel to exotic locations like Franklin, Indiana and Boone, Iowa. To be perfectly fair, seeing Dubai, the Kingdom of Saudi Arabia and Norway have been pretty cool, too. What's the point of this rambling stream of consciousness? Well, if I have learned one thing since I started working it is: Companies lie to you. If I have learned two things however, the 2nd would be that the right luggage truly does make a difference when you are living out of a suitcase for weeks on end. I have gone through a ridiculous amount of luggage and have come to one conclusion: you can find no better business (and perhaps even leisure luggage) than TUMI. Sure, you could spend 4G's on the latest LV Monogram luggage, but I can assure you when some dude is tossing my TUMI into a puddle of muck on the Chicago O'Hare tarmac, I'm not going to bat an eye. However, you might just poop a brick if the same thing happened to your fancy luggage. This is not to say TUMI is cheap. It competes with the likes of Samsonite's Black Line, Hartmann and several other high-end luggage makers. I still think TUMI is the best (I have not owned Hartmann). My friends tell me you can buy 3 of some other brand for the price of 1 TUMI. That is probably true. But I am confident my TUMI will last twice as long. That's still not worth 3x the value, you say? Agreed, but hear me out: ***Cost of Brand X rolling carry on: ~$150.00 ***The life of Brand X carry on for a frequent traveler: 1 Year (maybe) ***Cost of TUMI rolling carry on: $450.00 ***Low-end assumed life of TUMI rolling carry on: 2 Years (probably longer - 1.5 years and still going strong on my most recent purchase) ***The feeling I get when my rolling carry on actually rolls and carries on as I watch some dude hugging his rolling (not anymore) carry on (more like drag on) because his wheel popped off, the handle broke or some zipper busted: PRICELESS At the end of the day, you are paying for quality. TUMI uses high quality ballistic nylon in their Gen4 (now being replaced by their Alpha line). They use snagproof YKK sourced zippers that won't bust on you if your overpack slightly and they offer a great warranty. So it is all good with TUMI? Not so fast. Some of the downers are that every self-important jet-setting businessman has a TUMI and you can possibly get your luggage mixed up with another's if you check your luggage (WHY would you ever check your luggage if you didn't have to?!?). I love a game of luggage lottery as much as the next guy (NOT at all) so an easy remedy to this is to tie a distinctive tag to your bag (I use a Longhorn patch). Also, why buy at the TUMI store when you can get it for potentially cheaper at Nordstrom with Nordstrom's great warranty? I don't. I personally buy all of my luggage at Nordstrom and once in a blue moon, they have it on sale. You can look for the sales around the Anniversary Sale (July 18 this year) or on random occasions when they are trying to clear inventory. I am a firm believer in TUMI even though it may seem pricey. I have been very happy with my purchase and wouldn't think twice about buying it again. I just may go somewhere other than the TUMI store which has great service, but just a standard warranty. So I guess at the end of it, do really do get what you pay for. Mom was right. WHY is she always right? read more

If you are a fan of Tumi luggage then you know that they produce some of the highest quality luggage around - ballistic nylon is the way to go! This review is not going to be about their products, but rather my experience at this location. I went in here because I had to get my Tumi bag repaired - the custom monogramed square plate fell off and I needed a new one (if you are familiar with Tumi luggage then you know what I'm talking about - it's the leather square that you can get your initials stamped on that appears to be stitched). Well, apparently it isn't stitched and it's actually just glued on. I explained to the lady working that it must have fallen off and I talked to her about how I use the bag almost everyday and I travel extensively. She continues to try to explain that it did not fall off, but rather someone purposely ripped it off. I told her that it was not ripped off and that I travel to very cold places and very hot places and the glue holding the monogram patch just saw the last of it's day which led it to fall off. She continues to explain that it's impossible and someone intentionally peeled it off. THIS IS WHAT I'M THINKING IN MY HEAD - Are you telling me that something that is not glued on can never ever fall off? At this point, I don't want to argue with this lady anymore and I just want my bag fixed so I just pretend like I agree with her so the issue can get taken care of. I tell her how it's interesting how the patch is made to appear as if it stitched, but is really just glued on. Then she looks at me like I'm dumb and sarcastically says, "well of course it's glued on, how else would we be able to monogram it??" THIS IS WHAT I'M THINKING IN MY HEAD - Are you telling me that something that is really stitched cannot be custom monogramed? Are you telling me that you can produce some of the world's greatest travel items, but wouldn't be able to use real stitching rather than glue if you really wanted to? Her overall attitude towards the whole situation was very sarcastic and somewhat demeaning which is what annoyed me the most. Definitely not what I would expect from one of the most reputable and super premium luggage brands in the market. I was very disappointed with the way I was treated and the way it was handled, but I chose not to stoop down to her level, pretended to agree with her, got my luggage fixed as fast as possible, and quickly got out of there. In other words, I got what I wanted, but I had to put up with a bad attitude that no one should have to put up with especially when you're the customer. The person who also reviewed this store before me had it right - there's many other places you can buy Tumi luggage so you don't have to deal with people like her. There's Nordstrom, Tumi Outlet in Cypress, Sak's, Macy's, Tumi.com, and other reputable online websites. read more

Stopped by to get some very minor warranty service late last night, was helped way beyond expectations, the employee went over and above in helping me out and all the other stores in the Galleria were closing or already closed the employee took care of me without hesitation. Awesome Tumi store experience read more

They offer free monograms on their tags but the employees are stuck up. I bought my backpack online from another site but called and asked if they could monogram my tag still and they said yes. When I brought it in, they were open to monogramming my tag but when one employee went to the back to monogram it the remaining employees were just condescending to me. They told me the backpack I got must be old since their products don't typically use that tag anymore then told me they change out their inventory every 6 months and send it to the outlet mall and then stated that was probably where I got my backpack from an outlet...it was very rude. I actually got it online for full price just through a different vendor. They have good products but their customer service could use some improvement as they are rude and condescending. read more

I don't understand all the bad reviews on the customer service. I had an excellent experience. The entire staff (I am so sorry I forget your names), but three gentlemen, helped me pick the perfect gift for my boyfriend, and were very patient and super helpful. Do they come across "arrogant"...not in my opinion... Do they try to sell you a lot....duh, yes, it's business...but it wasn't overwhelming, and they certainly are not arrogant or pushy. Anyway, five stars. I'll be back next time I'm looking for a Tumi, which may be soon, as I am obsessed with that pink jacket! Thanks for your help guys!!! read more

This store is located in a nice part of the Galleria mall but is unfortunately staffed by employees who are arrogant and seem to lack customer service skills or training. The lady, Bernadine, with whom we dealt was using foul language in casual conversation and spoke to us while eating a snack and spitting food particles every time she opened her mouth!!! read more

Love Tumi products, but customer service in this store was horrible! I ordered a backpack online and then decided I wanted a leather one. Brought the nylon one back tonight with the receipt and all packing slip still in the plastic. Brandi was extremely rude and seemed mad that I was returning the backpack! She wouldn't help us with the new one at all! I found one I liked and bought it, only because I looked online and it wasn't available. It was a very awkward experience! read more

Was pretty much ignored the last time I went in there. They have a great product, but there are much better places to buy Tumi in the Galleria. read more

Don't believe the TUMI "excellent customer service hype" This review is more about Tumi as a company, but a little about this store as well. I purchased a $145 iPad Air 2 case which became damaged after I dropped it. Under Tumi's no worry warranty, accidental damage is covered for the first year.. I called TUMIS' repair facility in Georgia and they asked me to mail in the case (at my expense). I inquired about the shipping being covered by them and they said that only luggage is covered for return shipping. Then the lady changes to "send it in with your receipt proving its under a year old and we'll reimburse you for shipping"... I stated that I didn't keep the receipt because I registered the case when I purchased it, and I was assured I was in the "system". She then explained that they do not have access to the retail stores' system, that the their OWN retail stores use.. what???? What is the point of registering an item at an authorized TUMI store, if TUMI themselves can't access the information when needed? I then called the Galleria store, and did talk to a helpful lady there who provided me the necessary information..but she could not email me anything. I then called TUMI in Georgia back with this information (transaction ID, Product code, style code)... thinking this would solve the issue and I would be provided a shipping label. Nope. It would simply be to much trouble to contact the store for verification and take care of the customer properly. I still need to pay to send the item in, and they will "call the store once they have it to verify purchase date"..then reimburse me. The TUMI rep in Georgia was not friendly or personable at all, she seemed very annoyed and cold from the second she picked up the phone. I thought TUMI stood for excellence in customer service from my initial impression..this is not the case folks. My wife has has similar run around with getting the stitching falling apart on her $300 backpack fixed..its also less than a year old. Don't get me wrong, I do love my iPad case, and I do like their products... but for the money I expect superior customer service, and it's not there. read more