You can't miss this location it is located closer to the front of Santana Row. I believe we visited on a Friday night, not too busy a couple of customers walked in but the sales person Jon(?) helped us, super helpful, he was willing to provide other styles or options. I was set on my Halsey backpack but he showed me other styles from the back room. Made me feel comfortable and not rushed at all while he was also helping other customers. Offered the stamps with your initials which was a bonus. Very happy with my backpack and the service at this location. read more

One month ago I bought the backpack for $600 and it is not as they advertise it It is not water resistant and I sent it to them. They said they cannot fix it and I'm stuck with damage backpack. read more

Great service! Brought my bag in to get repaired. Staff was quick to help. This is the reason you buy high quality product.

Many thanks to the gracious and helpful staff today in repairing the lock on my Tumi suitcase that somehow disappeared in flight. I really cannot judge the quality of the Tumi suitcases, but I can judge the quality of service I received. It was excellent as sometimes said " met and exceeded expectations. " read more

I have purchased numerous travel luggages, wallets, and totes from store manager 'My' over in Santana Row. She has the best customer service by far in my years of shopping and traveling. After I moved out of the Bay Area to Sacramento, I still use My for my Tumi purchases, its now almost a decade!! She is extremely thoughtful and sends greetings and reminders to even my kids during the holidays!!! Exceptional long term service and a jewel for the Tumi company. read more

My husband and I have utilized Tumi luggage for years and recently located up to Northern California from Los Angeles. We needed bag replacements after years of use and were extremely impressed with the stellar customer service provided by My Hanh Bui. She went above and beyond to accommodate our needs, took care of customization and also shipped the bags to our home all the while sending us updates and notifications. We highly recommend Ms. Bui and the wonderful service at this location! read more

Tumi can be purchased just about anywhere these days and there is certainly enough choices for Tumi storefronts. So what sets this place apart from the rest is the Store Manager My Bui. She is professional, and understand the products very well. She asks all the right questions in order to suggest the perfect piece. If you are not sure what you need or are looking to add Go see My and she will help you out. ON the service side I came in with a broken handle, I was expecting to go through a hassle to get it repaired. NOPE, no questions asked took my luggage they will send it to the service facility and have it shipped to your home. So if anyone asks why did you pay so much you can tell them it is the value and service premium that is important. read more

Tumi - Leather Goods Near Me - San Jose, California

Very unfriendly service by a lady sales rep. Better to order online to get it delivered. She ruined my day. Won't go back.

Excellent service by Jonathan!! He is a gem and hence this place deserves a 5 star. He helped me understand the bag that will work best based on my requirement and needs. I am again going there to finalize my purchase. I even mentioned that I bought one tumi bag from bloomingdales but I am not sure about my purchase. When I mentioned to him about this another store he didnt change his attitude and gave the same service as before. My daughter was in a stroller and was eating her snack. I was worried that she might make a mess but Jonathan said she can come in as it is no big deal. Made my daughter happy and thankfully she didnt make a mess inside the store :) Thank you!! You made our day! Go Jonathan!! read more

Not quite sure why the customer service here is below average. I walked around the store for at least 30 minutes and the lady there seemed to not care at all. Didn't even ask me if I needed any help. I still love Tumi products so I ended up going across the street to Bloomingdales to buy my new luggage. Really don't understand why it is so difficult to provide great customer service in this day and age. Such a basic and common value that is incredibly easy to exhibit. Yet so many stores have yet to figure out how to implement it. read more

I went in to pick up a monogrammed tag with my grandma. The lady Mai not sure if that is the correct spelling was incredibly disrespectful and rude to us. She yelled at my grandma (wtf?!) and said they did not have the tag even though we were called earlier by the store saying it was ready for pickup. She continued to be rude and unhelpful so we left. 10 minutes later we got another call saying they actually do have it and it was in an employee's locker. She didn't even bother to look. I've read many other reviews and I can tell other people have had a similar experience. Tumi should do a better job hiring employees. My family has bought more than 20 suitcases and lots of accessories at Tumi. Definitely reconsidering shopping here in the future and with this brand. read more

I'm writing this one star review not so much for the store, but for a particular specific sales associate there ... Of whom I will not write the name as to not overly embarrass her, but she is an older Vietnamese lady ... who is absolutely LAZY. Her first response is always whatever that saves her the least work. What's the warranty ? Her response : oh you can check online directly for our warranty policy How can I submit a repair order? Her response: oh we don't do that here in store. You need to contact Tumi directly for all repair questions and if your warranty will cover Did my shipment come in yet? I don't see tracking info updated. Her response: it must have. We have UPS come in everyday. I mean ... Get off your butt and actually get real answers to your customers questions! Not generic ones that don't solve anything. read more

Excellent service from their staff. They were very helpful to get the bags from their stockrooms so I could try it out. I was choosing which bags with different colors from their Mariella collection. They're friendly too. My husband and I had a great conversation with them. Got their Vivian tote! They offered free engraving for 4 letters - too bad I needed 5 letters. Thank you for letting me know though! Everytime we go to Santana Row we always visit this store. Thank you for your warm hellos and smiles. Thank you for helping! read more

Don't buy Tumi anymore. They used to make fantastic bags and have excellent warranties and service in the '90s and and '00s, and it used to be common knowledge that Tumi was THE suitcase for people who travel for a living. They were acquired in 2004 by a PE firm; since then, the quality of product and service has steadily decreased through several ownership changes--and they don't honor their warranties anymore, and lie about them. And their products by their own conceit are no longer made to last. (Shoddier products = higher CLV.) Nowadays, they're owned by Samsonite, so you're just buying a Samsonite bag with hostile service and a 1000% markup. I recommend doing an Internet search on their customer service before you even set foot in this store. read more

They did not have the aluminum bags that I was looking for. OK inventory and nice lady who helped me find an alternative.

My was very helpful in helping me out with some pieces! As Covid numbers die down, I'm heading out on my first trip tomorrow since the whole pandemic started. I have about 10 pieces from Tumi ranging from wallets to backpacks and suitcases, and needed some straps and tags for them. My helped me out with some luggage tags and straps for my backpacks. I will be back, as this time I was in a rush to go home and pack, but they have a gorgeous collection with great staff!! Monogramming also took only about 2 minutes, so it was a great addition to my backpack read more

Tumi - New straps and ID tag for my bag! - Leather Goods Near Me - San Jose, California

Great service when you want to spend your money, terrible service if you have a product issue. Purchased a top of the line shoulder bag and a belt several months ago. I don't have a problem paying top dollar for a good product and decent service. I even get you may have some defects if you address the problems promptly, efficiently, and fairly. The shoulder bag (still in mint condition), started having a rip at the seam. It seemed like a pretty clear cut case of a manufacturing defect. The sales associates at the store tell me it looks like a defect, but they'll have to charge me to send the bag back. It would take four - six weeks to repair, and they may end up saying the stitching isn't covered. He then recommended I just go to a cobbler, maybe one down the street. When I asked if the cobbler was a certified repair shop, he said no. Are you freaking serious? You want me to take this bag to a random cobbler so I can likely void any additional warranty I may be qualified for? The story gets better with my belt. The belt has never been able to hold together (it's a reversible style belt where the buckle can be reversed). He says this may not be covered as a manufacturing defect. Are you serious? A nearly brand new belt can't stay together to hold up my pants, and this may not be a defect? Better yet... he tells me he's never seen this belt. It must be at least three years old or I purchased it from an outlet. I know you're a douche bag more concerned with hitting on your coworker, but guess what? I purchased it from this exact store a few months back. Don't force your lack of cranial capacity for memory and understanding on others. He claimed that it couldn't be their belt and that I could pay to send it in to see how Tumi would respond. What a crock of a store. Hire some good associates, it may help your business. There's a reason why Tumi isn't considered a top-of-the-line brand. You don't even stand by your own products. I ended up going to Nordstroms and getting 5 star service there. They are taking care of everything. Thanks for NOTHING Tumi, I'm never purchasing anything there again. read more

Went to review a new TUMI briefcase. Jonathan helped me out. Awesome attentive service. Excellent attitude. Great-looking highly functional bag. I have a collection of these bags, for checking in, and for carrying on the aircraft and also wheeled and regular briefcases. The TUMI bags truly last a long time and take a lot of abuse. A couple of times, 1-2 bags had a piece break ... I dropped these off for repair and most of the time the service here is absolutely stellar. Sometimes I've spent, perhaps wasted, a lot of money on designer Italian briefcases. While these Italian briefcases are really good looking, especially for showing off, nothing beats a TUMI for a reasonably classy-looking briefcase that takes a beating. read more

Tumi is a very reputable brand. Their luggage is great and reliable. Although I had 1 incident where my zipper was jammed and called Tumi to see what they can do. I brought my luggage in and they sent it to get fixed. I just had to pay $25 for shipping. When it was done, my luggage was repaired and I haven't had any other issues with it since then. Tammy at the store is very nice. I called in to check on a product and she put it on hold for me. The next day I went in and bought it. She was very helpful and friendly. You can't go wrong with giving Tumi as a gift. read more

Excellent service, especially Jonatan. Tumi pieces are pricey but they last forever. If you amortize the cost of a piece over its lifetime, add in the lifetime warranty, add in the excellent service, you have a worthwhile purchase. I have been using Tumi rollaboards, laptop bags, tri-fold suit carriers, gym bags, etc. since 1996 and have been very happy with the products and service. I am still using my 22" rollaboard that I bought in 1996. And between 1996 and 2000, I logged about 100K miles a year flying around as a consultant. That bag saw some serious global travel and still holds up. read more

One of my favorite store but unfortunately this store have employed a very rude , impersonal Passive aggresive asian lady.We walked in the store to have our bags engaved/stamped . We saw her and asked her if we can have it stamped and just said yes. Gave us a paper and thats it. She was so rude that told me... we only have black leather. Put the letters then she git it and left . She never told us to wait or how long will it takes. So i have to asked and she just shouted while she was inside. Then , when everyhing was finished, she just handed us and left . I dont think she should be working on a high end store. I just read all the reviews here and realized that she was the same lady on 2018 that does not like assisting customers. read more

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Nice store staff is nice. However it was frustrating when it came to engraving or stamping the initials to my bag. The employee told me color would rub off with time. So did as he suggested just initial without color. I showed him the extra tag inside the bag. Left for lunch. He had stamped both. Well went off looking at stamping that I could Not see. I would have like my initials in red to match my suitcase. But because he had engraved both tags. He left me frustrated wishing I didn't spend this much money and I didNot get what I wanted. Not bit of joy for hundreds I spend. Never listen to salesman. The company gave me extra tag. This store is frustrating to deal with. read more

This is a complain about the store manager My Hanh Bui! To start with , me and my family has been a loyal Tumi customer for over 10 years, and the experience I had today with the store manager My Bui has been terrible and I will not buy any Tumi products from now. And I saw many reviews all complained about her being lazy , rude , passive aggressive, so the bad experience with My Hanh Bui is not only me but many other customers. We purchased a down jacket and got it shipped to us and decide to return it. When we first got there , waited for 40 mins and then was told we need to come back later because they need the store manger to do the return. We went back later and the store manger My Bui quickly enter some info in the computer and told us that the system shows the product was returned! Are you kidding me? We still have the down jacket in our hands! Then she said she is not able to return the fulll amount and can not tell me why. I asked her to figure out what is the issues and she asked me to look at the computer with her to solve the system issue! I told her I don't work there and she needs a to figure out how to return. Then she told me that I need to come back Monday. And the whole time she keep telling me " I don't know", "nothing I can do " Basically being lazy , not properly trained. This is the worst experience I had in my whole life. The store manager My Bui is not qualified and don't respect customers at all. I saw some other review mentioned about her being lazy , don't want to work, and I 100% agree after my experience today. The funny thing is later that night, my husband went to the store and try again, and the two sales guy there called everywhere and eventually helped us did the return. So proved that it is not the systems issue that store manager told me but she simply being lazy and didn't do her work. She needs to be fired or I will never shop at Tumi again! read more

Went here with my wife to get our bags engrave with initials on 9/15, the Asian lady was very impersonal and is a bit passive aggressive with her attitude towards us, all we ask for was to get our bags engrave and it's not like she was very busy as they were only one more other couple inside the store and her counterpart was helping them. Not the service you'd expect from a high end store, she definitely needs to be enlightened. (Oh btw she was very nice to a family relative prior to us as she even gave him a hug goodbye, no need for hugs just needs to be treated like human) read more

To say I am disappointed with Tumi would be an understatement. I purchased a bag there, and in less than a year, one of the buttons fell off. I took it back to the store and they sent it in for repair for me. They gave me a receipt, but never told me I had to hang on to it. Fast forward a month and I've heard nothing about my bag. I call in and spoke to Amanda and she was of zero assistance. She was extremely rude, and basically said, since I lost my receipt, she couldn't help me. She couldn't look it up by my name, phone number, email, nothing. She referred me to their east coast phone number and basically said good luck and hopefully they can help me there. I'm basically out a $600 backpack right now, and am so irritated about the level of service I have received. I will no longer be buying Tumi products and will no longer be ordering them as gifts for our clients. read more

I LOVE my Tumi bags. I'm one of those girls that carries my life in my purse so the fact that my bag can hold a couple of diapers, wipes, a toy, makeup, a water bottle and a magazine and still look fly works for me! I think the greatest thing about these bags besides the quality is the tag inside. If your bag is ever lost there is a tag inside that can be scanned at any Tumi location and they can locate you (or the person who purchased the bag). read more

TUMI what a great luggage company for the trendy jetsetters all the way to the casual travelers who barely get out of town. I have a few TUMI items. I have to say I didn't purchase them from TUMI, but I'm in absolute amazement in the condition my check in rolling luggage is in considering I throw it down the stairs everytime I need to leave to go out of town; which is about 8 times a year times 2 thats 16 time on a plane with that not including my road trips or my weekly stays at inlaws or stays in VEGAS!! The store is great. It has a large selection of luggage and if you need to find something elsewhere the sales people are more than accomodating. read more

I do love Tumi products but the experience from today was a letdown. I showed up before closing time (5:50pm) and the sales associate had already locked up the store and was halfway through sweeping away. Last I checked, Sunday hours are 11am-6pm. I made it back to my car (parked on top floor of the garage) to see that it wasn't 6pm yet! What can I say. I guess the guy just loves using his swiffer. read more

I have a wonderful experience with great service. I had bought computer bag from them and about 4 months later it broken and return to the store to get it fix. So the item was sent out for repair and 3 weeks later the store call saying that they got you item back. I went to pick it up little I know they replace with the band new one with no issue. VERY COOL read more

I like the store. I like their wallets and card carriers and bags. I live a rather draining and probably product destroying lifestyle. There stuff has survived and probably will outlive me. Just the way I like it. ;D read more

I love Tumi products and yes you can get them elsewhere like Nordtroms or Macys. At this store you get great service and the sales people KNOW their stuff, unlike other stores... I agree that Connie is a great sales person, I only shop from her. By the way, don't even think about asking for a discount, they will not budge !!! read more

I love their products, but they can be pricy. Great customer service and always friendly . Their products last a long time (even though most are made in China) but I still love their design read more

My zipper pull snapped off of my relatively new Alpha carry-on and I gave this location a call to see if they would be able to assist. I was hoping to avoid having to ship my bag in for repair. I'm glad I called. A gentleman by the name of Johnny answered and told me to swing on by - he'd be happy to fix it for me on the spot. I did, and he did exactly what he said he'd do in less than a few minutes. I received superb, professional client service that reminded me why I remain a loyal Tumi customer. read more

Absolutely the place to avoid. Extremely rude and insulting sales person. I went to the store to get service for my Tumi back pack where some zipper pulls had fallen off. Previously at all other stores (e.g. in Atlanta etc.) when ever I have walked in for similar help, the sales person have been extremely courteous and helpful and quickly helped with replacing the zipper pull. At Santana Row store the sales person was extremely insulting and rude. As a result, we walked out without getting the repairs done. We will never visit this store and recommend others avoid this store. read more

Shoutout for great customer service. Bought a briefcase a few months back and the shoulder strap buckle broke. I just had a laptop and a tablet in my briefcase and hardly overload my briefcase so was disappointed when it happened. Brought the briefcase in to Tumi - made my case, customer service was so apologetic and said that he'll handle the return and repairs. :) read more

TUMI always has great service. I went in to get my zipper fixed and they shipped it out for repairs . The old gentleman is always pleasant to work with when picking out a perfect bag. Their bag qualities are really great and has lasted me a long time. read more

Great Tumi store with great service. All the staff members are really friendly and helpful with any questions. They also do in-store monogramming. read more

Depends when you go to the store. If you go in the morning you ll meet the Asian lady who is rude and tries as much as possible not to help. I wanted my backpack and my brother's backpack to be monogrammed so when I tried to decide on one for him, I told her that I will be back with him just to be on the safe side. I go back the next day to do the monogram and she tells me the machine is "broken" doesn't know when it will be fixed, even though I told her I can come back later, and she adds that I better go to the downtown store. I had a feeling she was bullshitting so I went back later that day and there was a young man working, I asked him if they can monogram and he said yes and very nicely did it for me. I saw complaints about this lady's customer service and no idea why she is still working at that store. read more

Always knew that TUMI was a great brand for luggage and what nots. Never stepped foot in a store or even remotely researched on their products until a couple of months ago. My boyfriend needed a good and aesthetically pleasing traveler's bag. After seeing one that he liked from Kenneth Cole (and of course getting sold out or became unavailable after some back and forth debates) I knew that I just had to spoil him with the likes of a TUMI bag. (the one he was using previously was a free GQ black tote bag looking thing..blah) So, after doing some research, I ended up deciding between TWO bags. One was the T3 special edition duffel bag. It was GORGEOUS!! TUMI collaborated with Ducati to make a special edition line and well... you really have to go see it for yourself to know what I'm talking about. Originally online, it looked a little weird from the side view but in real life, it's honestly the perfect size bag to take on a trip with you. It is strong built and creatively designed. The remove-able straps is clipped into place for quick and easy handling maneuvers. There is more than enough pockets for my boyfriend to stash away his belongings. And did I mention aesthetically... AH-MAY-ZING? The T3 made the other one I saw (which the only cool feature was a shoe compartment) look like a doggie carrier bag. So of course I bought it RIGHT AWAY. The staff was helpful and very nice. Mona (?) the store manager was very pleasant. The one issue I do have with TUMI is that right after my purchase, I received an email for a 10% online only deal. Now my dilemma with this whole thing was that the T3 bag was also available online and if you purchase over $250 it is free shipping (which the bag was). But I really did not want to go back to the store, do my return, and purchase it online and wait for it to ship when maybe if they could just do a price adjustment for me? BUT! of course they can't... and I was too lazy to save $30+ (which now I am kinda kicking myself in the butt). read more

I was looking for a carry-on bag for my future travel to the East Coast. Heard a lot of good things about Tumi and decided to come this branch. I always shop early and when I got to the store, I was greeted by this friendly gentleman. I told him that I was looking for a carry-on bag, specifically the Alpha 2. He then took the display, showed me the features and I was hooked. Great customer service. I'll definitely return as I'm looking for a briefcase to go with the luggage I got. read more