Horrible! I came here to get my envelope monogrammed and the lady working wouldn't do it because I didn't bring in both. I think she wanted to for sure see if it was a Tumi bag or when I stated I didn't buy it from that specific store, she said she couldn't do it. I don't understand? Isn't there an extra one for that specific reason? I shouldn't have to bring my entire backpack into the store to get one piece monogrammed. What she said made absolutely no sense. When I was upset she couldn't do it, she stated, "No one even notices the monogram." Ok? Well I do and that is a service you offer so how come you couldn't take care of it? Sucks that this is the only one in around the area bc it left a very sour taste in my mouth! read more

I have bought 2 Tumi's in the past year....I had known about them and the first one I bought because it was on sale, and frankly I just wanted to own a TUMI. The 2nd one was a really useful, very small carry on rolling bag. The best I can say is at least when the airline dented my 6 month old, bag, TUMI replaced it; however with another bag that is not NEARLY as cute as the first because my bag was a "limited addition" and they did not have any others. Then I bought a nylon bag, figuring this one won't get dented.....and now after 2 1/2 weeks, the retractible handle is broken.....it doesn't retract. I bought it in London and even though I am within a 30 day refundable period, the US stores will not return or replace it. I have to wait 3 to 6 weeks to get it repaired. So, the hard-sides dent when checked, and the soft-sides, don't have durable hardware. So I am done with TUMI and I do NOT recommend them. read more

I like the products but the customer service in this store was very unpleasant. The first time I went it was early morning on Saturday and I was the only customer in the store. I was looking for a gift for my bf and when I asked questions about the products, the girl answered with an attitude and seemed overall annoyed by my presence. Despite this, I decided to buy a backpack. I came back to the same store with my bf to exchange the backpack for a different color. This time we were assisted by a guy who was very unpolite and answered our questions sarcastically. Next time I will buy Tumi products somewhere else. Online or in the Nordstrom across the street. The sales assistants in this store need some serious training or get fired. read more

Bad experience. If you have a child with you don't come in this store. Brought my family here (3 yr old child). The minute my 3 yr old touched the luggage the "girl" that works there told him that it isn't a toy ( no smile, no eye contact). Sure she wasn't rude but we felt very restricted to move around in the store after that. My child may be 3 but he's a matured child for his age and has not misbehaved, damage or is not rambunctious ever. And hes probably got more luggage than she does or has traveled more than she has. I understand there are probably parents who come here with little ones and don't watch their children. Not every kid is the same. Not every parent is neglectful. And so what? If we break it we are ready to pay for it, and some more -- fair deal?! But don't restrict the child from carefully exploring in your store. We were planning to buy a set of luggage and a cross body yesterday but because of this snooty attitude, we will NEVER come back and we will NEVER recommend this store to anyone EVER! Unpleasant customer service. read more

My old stomping grounds. Great company to work for. Ask for either Connie or Dennis. they have been there since day one and have the best knowledge regarding the luggage and they'll be honest.FYI they don't work on commission,so no pushy sales. read more

Came in here to pick up a few more pieces for an upcoming trip. Given how increasingly strict airlines are about weight restrictions, finding a light suitcase was my top priority. While the ones I'd purchased before I wrote my first review are still going strong, they're just way too big and heavy for travel nowadays. This time around, it really bothered me that the sales associates weren't very keen on being clear about the weight of their suitcases (the company as a whole does not publish them) and any conflicts with airline/airport specific size constraints. One even kind of argued with me a bit about my experience with one of my Tumi "carryons" that didn't fit in the bag sizer at London Heathrow, insisting that it's an international carryon and will absolutely fit any bag sizer (while it clearly didn't as I'd just flown out of Heathrow recently). Fortunately, I did go in having done my research, but it makes me uncomfortable that sales associates here are misleading customers with information like this... as it's not a matter of simply telling you something looks good even when it doesn't. read more

Great customer service at this store! I called ahead to see if they had a particular bag in stock and they held it for me without any hassle. A week later that same bag went on sale so I called and asked if they would do an adjustment - "absolutely" was the answer! I just had to bring in my receipt and the credit card I originally paid with. Thank you, Tim, for the wonderful and friendly service both times - you are a delight! read more

I love Tumi. I came to the store to inquire what could be done about my sunglasses that were less then a year old. The lady behind the counter took then saw their issue and said they would be sent out. I filled out a quick paper and was done. So easy and no issues. I subsequently bought a small card wallet while in there. Great store. Friendly people and a great product. read more

Love my Tumi bags! Many trips to this store to purchase gifts, to exchange my gifts (all my luggage is now Tumi), and to fix a bag (zipper pull tab). The associates are friendly, helpful, and patient. read more

Service is awesome! Denis is awesome! The stuff is awesome! The staff will offer to open the umbrella for you indoors so that you won't get bad luck! that is what i call service! read more

As a consultant, my husband travels frequently. I have purchased several Tumi pieces for him and he loves them. Tumi makes very high-quality products that are well worth the price. It's really great having a Tumi store near us, in Santana Row. I downgrade them to two stars, because the staff is not very customer service oriented. I went in on a Sunday afternoon; as both salespersons were busy with other clients, I waited by the register for someone to become available. I waited nearly 20 minutes - without even a "Someone will be right with you..." When a salesperson became available, she helped a man who came in AFTER me. I went over to her and said that I had been waiting nearly 20 minutes. The salesperson was not even embarrassed...she just said, "Oh, I couldn't see you, because I didn't have my glasses on!" If I didn't need a birthday gift for my husband, at that point, I would have just walked out and she would have lost a $1,000+ sale!! It turned out that one of the products (a backpack) had to be sent over from another store. They do not transfer products, but one can order something from another store and have it shipped there. I paid for the backpack, but picked it up a few days later. The salesperson on duty that night was not much better. The backpack was not in a box or bag. He just handed it to me and said, "Here you go!" I looked at him in astonishment and said, "Can you box it? It's a gift." He replied, "Oh." I did end up getting a box and a bag, but thought that he should have used a bit more common sense and customer service skills; at the very least, he should have asked, "Is this a gift?" I have purchased at least six items there over the past year. The service has never been outstanding - only mediocre, at best. I'm sorry, but when I spend that amount of money on a product and am a repeat customer, I just expect better service. read more

Went in with my best friend to replace his card holder (Tumi brand). Showed the sales associate the product and she could not find a replacement that was similar. She seemed sorta lost and confused. read more

This Tumi is located in the beautiful Santana Row. I came here twice to exchange the bag I bought online. No problems either times, and the transaction was fast. Customer Service was extremely friendly and helped me picked out a bag I liked. The only down side is that this Tumi (maybe other locations as well) doesn't carry the T-Tech series, so I couldn't try those bags. read more

Pleasant buying experience tonight at Santana Row. Arriving 30 minutes before closing, Tammy L., provided exceptional service, without rushing us. She was friendly and helpful, without being pushy. This is the type of sales interaction that I enjoy. I want a sales person that shows me what I am interested in with minimal comments, unless I ask for it. I purchased something for my wife, daughter and myself. If you want help with quality travel products, visit Tumi and ask for Tammy L. read more

Great customer service! I took my bag to the store -purchased somewhere else!- to have it monogrammed. They were very accommodating and cordial. The took my bag and within 3-5 minutes they gave it back with the monogram. While waiting the gentleman was very nice. I will definitely stop by to purchase new bags at this store when the time comes. read more

We purchased some luggage there yesterday. The customer service was outstanding... in fact, above and beyond.

It is 5:12 p.m. on Wed, Oct. 31, 2018 and the TUMI store is closed!!!!!! A chain designer store. I had called before I came

I wish that I can give 0 star for the Santana Row store. I came yesterday to have my name tag done. Few weeks ago, I came with the same issue and job was done quickly, even though there was only 1 sale person in store. That young lady was in store yesterday but I did not have a chance to talk with her. Yesterday, when I came in, only me there but the Asian sale lady told me that they're super busy because of weekend, so I have to return in 1 hour, even though there were 2 sale ladies in store at that time. I read other complains and am wondering whether they complained about the same lady or not. If then, why she's still working in Tumi store? Is she the owner? I had name tag done in about 5-10' at other Tumi stores only. I had a very good experience at Tumi store in Washington DC, and am totally upset with the customer service at Santana Row store. They don't care since this is the only Tumi retail store in San Jose? I love Tumi products but should Tumi care more about the customer service??? read more

I was given a large Tumi suitcase from this store as a gift. Of course it got slammed into the very first time I took it on a flight, and the bottom got bent. Oh, Iceland Air. Why??! I took it in to the store, and the response was amazing. The staff assisted me right away and were extremely courteous. They asked me a few questions, scanned the bag's bar code, filled out some paperwork for me, and took the bag to send it off for repairs. I received it in the mail a few weeks later, and it was as good as new. They could not have made the experience easier or more pleasant. I am officially impressed. read more

I love Tumi products, bought around 15 items in this store in the past 18 months. Sales people are really awesome. Amazing. And Tumi products are always so functional, reasonably-priced, and the recent years they have also really have super cool designs on the top of quality and lots of bag features, pockets. Connie and the guy (forgot his name but he's super, super helpful, customer-oriented) are both awesome! read more

really high quality stuff. i'm not the kind of girl who will drop $500 for a piece of rolling luggage that will last forever. instead, i'll keep buying 50$ bags that last for a few rough trips, and i'll toss them. i'm rational like that. read more

I used to be a Tumi fanboy, I have numerous luggage, backpack, briefcase, toiletry pieces. They have always treated me with respect, and provided good customer service. My experience in the Santana Row shop, however, ruined it for me. I had a bad experience with what I thought was a salesperson who turned out to be the "Manager". She did not appear interested in me as a customer, and when I asked certain questions, seemed even bothered that I would ask. If you do wish to buy Tumi I would recommend visiting another store. Given that Tumi positions itself as a luxury brand, you would expect exemplary customer service. This store, however, is the pits in that regard. read more

Amanda was super helpful & accommodating. Her product knowledge was excellent & she had me in & out of there in no time. Very professional. It is nice to go into a store & leave satisfied after being a bit cautious due to prior YELP reviews. If YELP would do a better job of screening bad customers (yes folks - its true - the customer is NOT always right) the scores for this store would be much higher. Excellent layout in the store & the products are quite attractive and very functional. read more

Tumi products have warranty? The two store salespersons don't know about alphabets of keeping customer happy! Went there and showed the defect in my Tumi iPhone 5 case, what they said? We can't determine it is manufacturer defect!!!! Thank you; for sure never purchase again anything from you. Such a shame!!! read more

Great luggage bad service! Walked in looking for a laptop bag for my husband who loves Tumi. She took a look at us and when we told her what we were looking for waved her hand and told us sarcastically the bags were throughout the store. When I asked about one bag in particular she snidely in the store in a very sarcastic stated "don't you see it?" Well it was up high on a shelf and it seems you aren't allowed to see the merchandise nor do they want to sell their products!!! If you want service don't bother going to this location. read more

Tumi products are a favorite of mine, but their customer service is not. I came to have a small accessory replaced or repaired under warranty. In addition to being unenthusiastic and relatively unhelpful about assisting me, the product was with their repair outlet for 6 weeks. I finally called and left a voicemail to ask where the product was, and got no call back for 2 days. Eventually, I received an e-mail confirmation that my product had been shipped and would be at the designated address in a week. They didn't even bother to call to confirm. Overall, a very uninspiring experience. read more

This is the place if you want a hassle free buying/repair experience. Tim is generous with his time and will go out of his way to make you a repeat customer. Worth the drive. read more

The service in this shop is outstanding. Every member of staff was very friendly and helpful. When the product that I wanted was out of stock they went above and beyond to help me get it. They knew what other stores it was available at, offered to order it for me and knew when their next shipment was and put one on hold for me. Upon receiving it they called to notify me. read more

I have been a very loyal TUMI customer and own several of their fine products. If there is a defect they ask no questions and ever willing to take care of their customer which really sets them apart from "others". Less than a year ago I had bought second iphone5 TUMI case. A small piece broke and I took it to their Aventura Mall store. Exceptional service. I was in and out in less than 3 minutes with a brand new case. No questions asked. Unfortunately the same case started to peel bad in less than 10 days. I am here in Cupertino traveling and called Tumi store at Santana Row. Spoke to a Jamie. He was not sure if they had a case in stock, he wanted to know if I had a receipt on me..I gave him the whole story of how I had just replaced this 10 days ago. He asked I come over to his store. So I drive 30 minutes, find parking and enter his store. He is busy with another return. The other guy at the store is Johnny who is not busy but wants me to see Jamie since I had spoken with him. When my turn comes it is the most terrible customer service experience. They ask for the receipt and I said I can go to my car and pull it up on my computer although Tumi iphone 5 cases were launched Oct 2012 and less than a year back. . Mind you before I left my hotel I made it clear to Jamie what the issue was..They then say oh, well we have to send this case back to the company so they can determine if it is a manufacturing defect or not. I thought they were kidding as the peeling was so obvious. They were serious and just resisted to providing any level of customer satisfaction. I wish I was in Aventura store. What a difference in the two stores. Aventura stpre makes you go back and stay loyal to Tumi. Santana Row makes you wonder why does anyone care for Tumi! I will never ever recommend or go to the Santana Row Tumi store. read more

I was here a few weeks ago just browsing. I spotted a backpack I liked and took a look at it. A salesman pointed out a mirror for me to try it on and so I went to that area and tried on the backpack. While I was still deciding, I asked the man if they had any more stock available. He checked; he came back and told me that there was one more. I asked if I could order them online too. He asked if I was visiting the area or from the area and when I said that I was from the area, instead of telling me that I could purchase the item online too, he replied with saying that I could just come into the store and buy it. Well, I was surprised that he would suggest the obvious to a customer. I decided to just leave after that. My point in asking if they sold it online was because I was going to take my time in deciding between two backpacks, and if ever they went out of stock at this store, that I could always be safe with the notion that they'd be sold online anyway, so I'd still be able to get it. Lo and behold, I found the exact backpack at Nordstrom just across the street, a week later. Next time, I'll either buy directly online or just walk over to Nordstrom to see if they have the same item in stock, instead of face the assuming sales person/s that work here. It's none of their business where I live and how I'd like to buy a product. This sales person was a Caucasian salesperson, by the way. There was an Asian salesperson, but he did not seem out of the ordinary to me. read more

I used my Tumi 26-inch spinner luggage for the first time on an international trip. The luggage was checked in. A zipper pull for the main compartment was lost after each segment of the round trip. I learned from reading reviews that Tumi will fix missing zipper pulls for no charge at their stores. I was skeptical about going to the Santana Row store to get it repaired because of the reviews I read about bad service. I played it safe and called before I went there. On the phone, the sales associate, Eugene, was very thorough in asking me how old my luggage is to make sure they have the right parts, and what color is the zipper pull. After knowing the 3 zipper pulls I still have on my luggage are silver, Eugene told me ahead of time that they only have black zipper pulls in the store and if I'm OK with replacing the lost zipper pulls with black ones. I went to the store and Eugene fixed it in less than 5 minutes, and was very pleasant about it. I can't be more happy with the repair even though the pulls were a different color. The fact that I didn't have to produce my purchase receipt, no questions were asked, and the absolutely positive attitude are the reason I'm writing my first Yelp review. I thought people should know that maybe the bad experience they had was because of some specific employee. When I got to the store, Eugene had stepped out and another associate, Eduardo, actually helped me and started the repair before Eugene came back and took over. Eduardo was also absolutely pleasant and helpful. So we have 2 very helpful and pleasant associates who provided great service even though I was not buying anything. Hopefully, this presents a different story, a very positive experience, for people who are checking out this store. Thanks for reading. read more