Disappointing service as my husband and I have been consumers of Tumi products for many years. I went to this location to purchase a Valentine's Day present for my husband. I advised the saleswoman that I wanted to see the travel watch cases. She informed me that they only had one version. It wasn't what I was looking for and was told that this was all they had. She wandered off and I soon discovered that they in fact did have another version. It was literally right on display. I pointed it out and her response was "oh yeah and we actually have this one, too." She pulls another version out from below the counter. When I advised her, I was going to keep looking, she went to the back of the empty store - there were no other customers - to hang out with the two other salespeople. Umm - ok. No suggestions for other purchases, no offer to help. I end up identifying some EarPod holders. I have to go to the back of the store to tell her. The male salesperson goes to the storage room to get a new one in a box and then proceeds to use his nail to scrape off the price tag. Scrape. Scrape. Scrape. This is supposed to be a luxury luggage store in Soho. Scrape. Scrape. Scrape. Is this a joke? Now comes my salesperson attempting to wrap the gift in Tumi paper with her extra long nails. Rather than clear off the countertop, she attempts to wrap it amongst a cluttered countertop. She is unable to manage because of her nails and ends up sealing it with a Tumi sticker on its side. (By the time, I got it home, the sticker had come off.) She shoves the gift and some paper in the bag and hands it to me. The whole experience was really off putting. There was zero attempt to show me any merchandise. The saleswoman had no knowledge of the store's inventory and I left with something I didn't want. Better service at the McDonalds up the street. (Also this location has moved to Broadway, a few blocks over.) read more

The luggage's and backpacks from here are super sturdy and high quality. The quality and durability justifies the price. Staff here are amazing- Jamin, Chris and Michelle! read more

The people that work here are true heroes! I'm an idiot and didn't set a lock on my carry on.. and then decided to overstuff it like a moron, so my luggage locked itself while I was trying to open it... I was freaking out because when I called a locksmith, they said they were going to have to break my $1000+ luggage! So, i waited till the morning and took it to Tumi to see if they could help me... and lo and behold.. they were so helpful! They said they would have to go through every single combination to get my luggage to open and that I could leave it with them.. about 20-30 minutes later, I get a call that they were able to open it, AND they set a new code for me so if I ever overstuffed it again (which I won't), I'll know the code! Honestly.. saved me because I was freaking out!!! read more

Tumi products and customer service is amazing! The issue with most companies is the customer service after the purchase. Tumi Soho has A+ customer service! They follow up and handle all repairs with amazing service, rare to find in a company. I highly recommend purchasing a Tumi Luggage because they stand behind their product and more importantly provide amazing customer and repair service. Sato and Jamin both helped me -- they are great! read more

Always been a fan of Tumi for it's top of the line quality bags. This Soho location has a larger inventory than the one in the Time Warner Building on Columbus Circle. I would recommend this location for that very reason as well. David walked us through a bag I was interested in and explained the various features accordingly. He was informative and showed great passion for the product and brand he represents. Great customer service goes a long way. Will definitely be back! read more

Tumi Luggage - Luggage Near Me - New York, New York

WOW just wow, so incredibly impressed with the client service, helpful and amazing staff and overall efficiency and communication of my entire experience with Tumi Rockefeller Center, Soho and WTC locations. They all worked together to ensure the handle of my suitcase was fixed beautifully and in less than an hour! All of this right before I leave for 6 months of travel. Thank you thank you thank you, Kenia at Soho, Chris at WTC, and Adriana and team at Rockefeller Center for making MAGIC happen!!! If I could give all of you guys 10 million zillion stars I would. read more

Sadly my previous Tumi purchases were online or in airports. This is my first real store experience. I could not have planned this better. I was in search of a men's bag to use every day. My sales associate worked with me expertly and pulled out 4 options for me to consider. When the option I selected was not easy to locate for sale, she dug thru stock and found it. No complaints. Excellent service. Thanks Tumi. read more

We brought in our Tumi suitcase to be repaired, as it was just under its five-year warranty. Kenia was very helpful and kind. She took care of the details for us, and less than two weeks later we received our good-as-new suitcase in the mail from their repair center in Georgia. These frequent fliers are grateful for Tumi's stellar products and even better customer service. read more

This is not a store for people who easily get sticker shock, but I believe you get what you pay for. Elegant rugged luggage and accompanying accoutrements. I love my new complete set of lugage. I had been using the previous carryon bag for 30 years. Probably could have wrung a few more years out of it, but who wants to look like a shzlub? So I replaced my carryon with a super-cool, a titanium weave beneath a clear polycarbonate shell. (Nota bene: the materials might not be quite right, but you get ny drift about gorgeous and solid.) So I went home and all I could think about was that finishing the whole set, a bag to check and a very cool business case. So the next time I had business in SoHo, I made a beeline to the Tumi store and colleced the extra two pieces. Names escape me faster than I learn them, but I like to develop a personal relationship with "my" salesperson. So without remembering his name, this is a shoutout to "my guy." And, yes, I will get three of their amazing locator devices that can track my luggage anywhere in the world. read more

I must say that I had an amazing experience shopping for a luxury bag at Tumi Soho. My sales rep, Adeline, was extremely pleasant, knowledgable of the products, and patient. When I first arrived to the store, I was greeted and made to fell right at home. After thirty minutes of working to make up my mind, Adeline worked quickly to monogram my new bag and even worked thorough a register issue. I can honestly say that I'm extremely pleased with the service at this location and truly appreciate the personalized attention I received while I worked to find a new bag to add to my collection. Thanks again for the amazing service. I will definitely shop here again. read more

Tumi Luggage - My new bag from Tumi. Happy with this purchase. - Luggage Near Me - New York, New York

Being a director in retail, I usually avoid complaining but I'm very disappointed in the service decision I received at the Tumi Soho Store. The Assistant Store Manager Rachel was great and provided excellent service, but it was a decision made by the District Manager BILLY BECKHAMMOND that leaves me frustrated. I purchased an Blue Alpha2 7 months ago, and there's a defect with the dye on the blue rubber on the luggage that causes it the rubber to peel and break. The great manager at Atlanta's Lenox Square boutique helped me when I noticed both my carry-on luggage pieces started being defective and exchanged both pieces after noticing my purchase history and commitment to Tumi. Now, I go for the Soho Boutique where the DM BILLY BECKHAMMOND refused to offer an even exchange and forced me to pay a difference on a new bag because the original blue suitcase was removed from the assortment, moved to outlet, and now on sale because it was defective. I fully understand policy and procedure, however you think there would be some understanding for a constant traveling customer who has purchased 16 pieces of Tumi items totally over $5,000 in less than 8 months. I know this is a drop in the bucket for Tumi, but working for luxury brand, there's a certain level of service and hospitality you expect when going to another luxury store. I am very disappointed by BILLY BECKHAMMOND'S decision to coddle a customer and make any sort of accommodation for a loyal customer. read more

This is why you pay the big bucks for this product: they stand behind it. I just now walked in needing a minor repair, on an item that is not that new. They did it instantly without question. AND they were super nice. These days when more and more places -- even luxury places -- charge for repairs, this is a difference maker. Thank you, dude with goatee(?) & woman with blonde highlights! read more

Wow, these guys are great!! I received the Benning messenger bag as a gift in the anthracite color, but was very disappointed when the metal zipper kept getting caught around the corners. The metal zippers were also scratching me when I reached in and out pockets. I was out of the country for two months since I received the bag so it was definitely out of the 30 day return policy. When I came back in town, I stopped by this store to ask if there were any complaints by other consumers or if there were any recalls. I was told that there weren't any others complaints but they didn't want me to be unhappy. I was offered a brand new Benning bag in the black and brown color because the zippers were plastic rather than metal. I walked in not expecting much but was pleasantly surprised about their concern for my satisfaction. The new bag with plastic zippers are great and I have a new found respect for the TUMI brand. Please excuse any typos as this was written on my iPhone. read more

Needed to select an item to replace a crossbody bag that could not be repaired by Tumi. I went to the Soho store last Friday to make my selection and get a style number so the bag could be shipped to me. I felt guilty doing this and wasting a sales associate's time ( I'm a retired straight commissioned salesperson). When I walked in to the store, Luis approached me immediately. I told him my mission and he was so pleasant and extremely helpful even though he knew I was just there to get a style #. He actually helped me make my decision and helped me photograph the style # of the bag. I ended up also buying a wallet. Luis is a true asset to Tumi. read more

I have been a man-bag guy since the mid 90s. I found my next edition in Alpha Bravo. Today I returned to this store because I had a simple clip that broke. I was expecting them to tell me that they didn't have that small piece in stock and they'd ship one to my home in LA. Well...something greater happened. They immediately started making their calls around the city to see who had one of those exact bags in stock. They replaced the entire bag. No sweat. Seriously, no sweat! It was 100% apparent that customer satisfaction was their #1 priority. Rob and his exceptional staff bent over backwards to make sure that my needs were met. Ask Rob to see his pics of him and Subway Jared. Many "moos", Adekoehler read more

I try to shop small: in New York retailers have to pay high rents, and incur all sorts of expenses that online retailers do not. So when I needed a tote bag for travel I decided to go to Tumi in Soho. The store was having a sale on a particular model that I liked. However they were out of the black, which was the color I wanted. The sales associate offered to have it ordered however I needed it sooner. He kindly offered to call another store for me which he did. They had one at their Madison Avenue shop. I asked for the cross street. He gave me the cross street - however when I arrived at the location it was off by ten blocks. I then called the Madison avenue store for the correct directions. I also asked if the store was on the east or west side of the street. I was told it was the east side. The black tote I wanted was indeed at the Madison avenue shop - which is on the west side of Madison avenue, for anyone who is interested - however it was NOT on sale. I wish I'd known this before I'd gone uptown however the sales associate in Soho either did not know or did not think to tell me. I was not happy however I'd already invested the morning so I bought the bag. However it was a lot of money and I was having major buyer's remorse. Back at the Soho shop a few days later, a nice young woman sales associate accepted the return. She printed out the return price for the bag I'd gotten on Madison avenue and the new one on one receipt, and I took home a tote on sale but in a color I really didn't like. A few days later online I found the exact Tumi bag I wanted in a much nicer color at a lower price online. I took the second bag to return to the Soho store. I can imagine that a customer who keeps changing her mind is a pain. I don't like being that way but at the end of the day, customer service is for all customers. I was not trying to cheat anybody and I had not used the bag or soiled it in any way. I simply wanted to return it for the money I'd spent and I was well within the 30 day return period. Neither of the original sales associates I'd met the first two times was there. A third young woman said she'd process the return for me, however she said she could only refund the difference between the two bags, not the full amount. Why? Because the prior sales woman had given me a single receipt. Her exact words were, "we couldn't accept this return even if we wanted to." She gave me an 800 number to call if I wasn't happy. I asked why I was being penailzed for her fellow sales associate not giving me two separate receipts. I asked to see the manager. He didn't have any better ideas. I explained that in my opinion the line of luggage that will replace a bag that someone has had for years with a brand new one would be able to facilitate a return from a single receipt. They both looked at me helplessly so I called the 800 number, in front of them. It was the wrong number: it was the repairs number not the returns number. I demanded the returns number. They did not have it. Finally I said I wasn't leaving until they could find someone who could get me a better answer. The manager did some malarkey pretending I'd bought some product and then returning it to the store, in a procedure that I really did not understand, said that the other woman who'd just told me it couldn't be done was new. I don't even really blame the sales associates for all of this. They were all young, and clearly inexperienced. Somebody should have trained them to tell people which items are on sale, which are not, how to handle a return, and for that matter, the other addresses of their other stores and what their exact locations are. Sure, I could have used an app on my phone, but this is Tumi, famed for their customer service and their quality. If I have to figure it all out myself I might as well save the money. Which I did. I bought the bag on line and that was that. read more

Granted it is a small store but anything a big store can handle or get, it was a matter of time. Service been great with my sales rep Rob.

This is basically the smallest Tumi store ever. I don't think I've ever bought anything at this location, but they do seem to have newer (or rarer or trendier or something) lines than most of the other Tumi stores. I own lots of Tumi. I don't know why it makes sense to pay $250 for a backpack, but it does. read more

Amazing customer service, amazing bags. The people there are so willing to help and made buying my first suitcase such a fun experience. They helped educate me about bag types and we opened them all up and looked inside and finally one employee even gave me advice on how to emboss my new suitcase based on my aesthetic which was actually sweet and turned out perfect. When I was hesitant between a matte and glossy black for my initials she told me which one she thought I'd like and said if I didn't like it she'd go over it which I thought was so thoughtful! Also their new line of hard shell suitcases are beautiful and way more affordable which I really appreciate but are larger than the samsonite ones for sure. read more

Love the product...but the staff in the SoHo, NY store could learn a thing or two about courtesy.

THE best customer service ever! When you buy luggage, you almost always expect it to fail quickly, especially if you travel a lot. At least thats my experience. Well, when you buy from Tumi, especially the team at this store, you have a travel support team, that keeps things running smoothly. If you ever have a problem with your item, or you need real help, they are there for you. I would say make the investment if you travel regularly, especially if its business. read more

Great customer service! My husband purchased two carry on suitcases and the large veyr light weight Tumi as a Christmas present in 2012. I was about to leave for Prague and discovered that one of the zipper pulls had come off--which would mean I couldn't lock it in hotel rooms. I called the store and they suggested I cover over right away. It wasn't that easy to fix, two of them struggled for just a bit, but they finally replaced the pull and it worked beautifully. I was able to lock the suitcase on the plane and in hotel rooms, creating a kind of much larger safe that could hold all our electronic gear. Also, the lightweight Tumi line is great. I was in Krakow which does not seem to have stairs and escalators in train stations so I was appreciating it even more! Highly recommend this store and its good natured staff. Plan to go back, no question. Thought it was very nice that they didn't charge me for that repair even though it took awhile. And they did it right away. read more

Awesome service from Rachel today. She was super helpful, stylish and gave great advice. Got a bunch of new luggage and will definitely be back for more!! read more