Ordered a backpack online from the Chase store with a Chase offer and brought the bag in to get initials on the bag. We were in and out in 15 minutes. Chose a color (gunmetal seems to be pretty popular), they take the bag back, remove the stock badge and replace with a new monogrammed one. Friendly staff and nice to browse during the short wait. read more

I went to this store to return something I purchased online(corporate made an exception). I went in frustrated with how corporate treated me for an item they sent that had a damaged monogram. But, Ernie made me feel so comfortable and was so professional and understanding. He already had everything prepped to make my drop off easy and efficient. Due to him being so nice I ended up buying something 4 times the price of the original purchase I was sending back... I felt zero pressure but felt informed and helped. This kind of customer service is hard to come by after Covid. It was so refreshing and nice. I'm glad people like Ernie are out there. He is an asset to Tumi and should probably be promoted to some kind of regional manager to train employees. I highly recommend coming to this particular store and avoid buying online! read more

We received significant assistance just before Christmas week, but the options were quite limited.

Taking time to submit a review for TUMI, the TUMI store UTC, and their customer service. TUMI Products: 5 stars. I have bought many TUMI products for myself and as gifts. Never had a bad review on a gift and I have never had a problem with any of the products. TUMI Store UTC: I have bought a few items at this specific store. I am always greeted with respect and receive the amount of service a particular situation requires. This includes whether I am just looking, or I need assistance making a choice. TUMI After Sales Customer Service: I recently used their service center, there was nothing wrong with my bag, I just wanted a couple wear items replaced as a preventative measure. These wear items - HANDLE and WHEELS were fully functional and still working, but I wanted to get more worry free mileage out of my bag. In a way, preventative maintenance on a bag that probably didn't need it just quite yet. For reference this bag is Aluminum, probably close to 5 years old, primary use is as a carryon. Long story short, my service center experience with Lavora (After Sales Service Team) and RAGHAD (EMP No. # xxxx339), was above and beyond. It seems like a stretch these days to find a company that can provide such a thing, but TUMI does both in the store and after your purchase. My hats off to the rest of the UTC team as well, as I have interacted with several other team members at that store - every experience is pleasant. You get what you pay for at TUMI. Durability, Quality, and Service. read more

Tumi - Luggage Near Me - San Diego, California

On Saturday August 10,2024,my husband and I went into this store to possibly purchase a bag that was seen in another store. The older white sales person would not even look at us . He walked through the store avoiding us by turning his back to us and staying away from us at all cost. Never acknowledging that we were in the store and we were the only people in the store. This is unacceptable behavior we are very kind people and not broke. This was blatant ignorance on his part. Tumi should be concerned with someone representing their brand in this manner. You lost a sale and customer. read more

Love the Tumi product line and shopping experience. Darryl was our consultant who showed me a number of backpacks; I was looking for a smaller day pac to compliment my Alpha Three Brief Pack. Ultimately I landed on the Davis Backpack in gray. read more

Tumi - New backpack - Luggage Near Me - San Diego, California

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I own 11 (with regrets now) pieces of Tumi luggage as I was enamored by the commitment to excellence that I perceived and believed this brand stood for. I wont go into details, but will only say that anyone considering this product, do not buy into the hype or the legacy that you believe this product stands for...Despite my verifiable commitment both on a store level and corporate level, this is not a company you may want to patron. read more

This Tumi location, much like every other one, has a level of excellence that is unmatched in the luggage industry. The manager was exceptionally helpful with getting my roll aboard fixed in a timely manner and very familiar with all of the products and what would best serve me for my travels. read more

This is a specifics shoutout to Ernie in the La Jolla/UTC store! Ernie was kind, knowledgable and patient with my quest for a new backpack. Ive had a messenger bag for years and recently wanted to expand my arsenal for travel bags and Tumi was a great choice. I have two bags I really love with my personal touch on them. Ernie's level of care and customer service and the experience he gave me in the store has solidified me as a customer for life! read more

To me is a great company but I'm not giving at this review based on the products, i'm giving this review based on the customer support and the staff. The first time I went in, it was a really good experience and they were quick to help me and very patient. However, the last three times I've went in the employees have been very poor in terms of customer support. I bought A few items, one of them being a monogram keychain, and a poorly placed the monogram on my keychain. I went back in for the second time to get the monogram replaced, and as you can see in the picture, they did a very poor job. I'm not even gonna bother going back to this location to get my monogram fixed because it took the guy about 10 minutes to replace my monogram. read more

Tumi - Off-center, displaced, and discolored - Luggage Near Me - San Diego, California

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Great service both during and after the sale. A couple of years ago my wife got 4 suitcases for herself and our daughters. The gentleman there went out if his way to make sure she got the right ones and was very knowledgeable and professional. Today I brought in my 6 year oldish suitcase to get the zipper handles fixed. The airlines had finally smashed them off. The young lady there replaced them in about 5 minutes and didn't even charge me. The service there alone has made me a Tumi customer for life! read more

Impressed with the service here. Salesman was very knowledgeable and attentive. I needed a quick carry-on and was in and out (with engraving) in less than 15 minutes. Tip - carrying the luggage back to your car is a workout, it's easier to wheel it out! read more

Ernie helped my husband and I right before the holidays when I was searching for a Christmas present for my younger sister who is officially all grown up (snif snif). She completed her masters degree a year ago and has been working in her chosen field since and working her way up to getting her Ph.D so she can open up her own practice one day. Her clients are sometimes students and since my sister still looks young, often gets stopped and harassed for not being in school. So, on her xmas list this year was a professional bag that she can carry her folders, laptop--and all the things she'll need while she makes her rounds with her clients. I immediately thought of Tumi because I have several of their bags for work and they've always held up for me. We couldn't decide between two bags so we ended up buying both so my sister could select it on their own. Rather than buying the two that were on the floor, Ernie grabbed two new one's from the back that were still in the plastic wrap. My sister ended up loving both bags and wanted to buy the other off of me so she can have both. I was really happy with my purchase because I know from experience, these bags hold up for a very long time and for my sister to not know which one to pick was proof that they have great products. Yes, they are a pretty penny but i've found they last long and hold up really well. I could not be more happy with my shopping experience at Tumi. read more

Here is a test for you. Drop a turd in a corner of your office and put Tumi luggage in another corner. Which do you think has more value. You guessed it. 10lb brown. Here is a tale of woe. I thought I needed a nicer bag to impress for business. Yes it was pricey but hey it has a lifetime warranty. The first one lasted a couple of years of light usage. The Tumi store dutifully sent it to the Tumi repair center to be repaired. It was lost. Tumi blamed UPS and UPS blamed Tumi. This went on for close to a year. As the year wore on I began showing up at the Tumi store every week until the store manager got tired of seeing my ugly face and gave me another bag. One she couldn't sell but I had another Bag. Again after a couple of years of heavier usage and this bag started to rip so back to the store for repair. This time they didn't even try to keep up the charade of fixing their product. They offered $250 towards a new Tumi Bag. This is for a $500 original bag. Guess what they only sell a Tumi Tech for that price. The local stores don't stock it because...are you ready...in their words the Tech line is a piece of crap. So I try to find some info on line to make the best of the situation. I take too long so some Tumi tool sends back a ripped piece of luggage. Bottom line only buy Tumi if you trying to get in some Japanese knickers...wink...wink. Mike One of my worst purchases ever. read more

Beautiful products, poor customer service at this store. Bought a couple of bags from the outlet store in carlsbad. The lady there said to bring the tags in to the utc store to get engraved. I called this store and asked about the process to do so. The store associate acted like this was a dumb question and asked if I got the bags from the outlet. Told him yes and he said the bags are an older version when I described them. Went to the store later to bring them in. He acted all friendly to me until I mentioned the tags and I could tell his tone changed as he remembered our earlier phone conversation. I pick out the letters for the engraving for the tags and wait until he completes them. At this point I wouldn't be writing a negative review as his customer service was below average but not poor. However when I got the tags, one was not centered and still wet and the other one was not completely pressed down. I just wanted to get out of the store at this point so I just left. The engraving is free so what's there to complain about right? Just his extremely unprofessional customer service. Would recommend tumi products, just not this store. read more

I stopped by tumi af UTC mall on my way to a workout because I had an issue with a minimalist style wallet I bought back in Oct of last year. The gals where super friendly and exchanged it for me on the spot. I didn't even have to verify my receipt (although I had an email copy of it) It's great to know good companies with exceptional customer service still exist. We have purchased luggage and my favorite backpack is from Tumi. I'd definitely buy more products from this store simply to know that they treat customers right. I didn't even mention how much stuff we've bought from them! read more

Let me start by saying every time I fly and see someone with a Tumi I notice. They are sexy bags. After bad CS experiences with Tumi, Kelley here was extremely helpful, and didn't make me feel like I was trapped in an endless loop of their completely separate online customer service center & physical store. I actually feel really good leaving the store, instead of pissed working through them online. I'll be going back to this store any time I need a gift for a friend, as I know this bag will be my travel companion for a long time. Thanks Kelley for being a person! Online seems like a skeleton of the experience I got here. You'll get great service and guidance here. read more

Had a great Tumi store experience. Had a broken telescopic handle on my 20 inch expandable. Brought it in, Leilani the associate manager changed the assembly in 30 min and called me to pickup. Just great! read more

I generally do not complain for any reason, just suck it up and move on but this just needed to be said. Between my wife and I. We own 6 peices of Tumi luggage, I travel for a living. Last week, we were at the Tumi in the Carlsbad outlets they had what I needed but I was careful to ask if it would be better priced on black Friday. I was told they did not know and all. I needed to do was show up with the receipt and if there was any price difference they would credit me. We showed up at 9:00 am today and was told that at 8:00 am it was 40% off but not any more. Any one who has purchased at Tumi know that an extra 10% is a big difference, in my case $55.00 dollars. The manager could have easily told me you need to be in before 8:00 am to get the 40% off but I'm guessing she was just trying to get a bigger sale, not take care of a returning customer. Let me be clear Tumi products are great and I will continue to purchase just not at the Carlsbad outlet mall. read more

Monique was awesome today. She replaced the wheels on my old, very traveled, Tumi garment roller. No charge and she did the repair while I shopped nearby. Truly a 5-star experience! Thank You! read more

Wow! Great service! I brought in my 7 year old leather briefcase with two broken latches into the store. They shipped it to their repair center and I got it back 30 days later. The cost of the repair... FREE! Tumi makes great products and stands behind them. Worth every penny! read more

I was blown away by the level of customer service at Tumi. What a great store. I bought a phone case there in December for my new iPhone 5s. It wasn't that expensive of a case, $60, for the quality of workmanship in it. I'm a guy who always carries his phone in his pocket, and after four months of wear the white leather on my case was looking a little ratty and some of the edges had gotten a little worn. The phone carried a two year warranty, so I went in to see if I could maybe get it reconditioned. The sales associate didn't skip a beat and offered to swap out my phone case for a completely new one suggesting a slightly darker color so it wouldn't show wear as much. And before even checking me out she said if this case doesn't work out perfectly, feel free to bring it back and will just apply your original purchase price of your case to one that's a little bit more rugged that might fit your lifestyle better. She didn't want to ask me how the phone case got so worn, or in any way suggest that I was using the phone case improperly try to get out of the exchanging it, or anything else, she truly went above and beyond. I love that Tumi empowers their employees to give the best customer service possible, they have such a great product and their faith in their product is directly reflected in how much they trust their employees to provide above and beyond excellent customer service. Way to go! read more