Called & talked to someone about ordering a bag & they had no clue what the model name was. I had to explain that I was telling them the correct model name from the website as I spoke to them. Then they abruptly hung up before I could ask a few more questions & I had to call back to ask. I then decided that I'd give them a shot & order from them. No response for days after the order was placed. My advice is to order from Amazon & then take it to an airport store to get monogrammed. Amazon is a licensed dealer & MUCH faster. They don't treat you badly either read more

I'm updating my review because they earned it today. For some time I haven't enjoyed going to this location, but do it because it's convenient. Their sales staff can be pushy, and one person in particular is their biggest offender. Not only pushy but illogically suggesting products that are outside the scope of your search. If I say that I'm looking for a backpack, why are you showing me bags with wheels? I will refer to this person as the nuisance. This update is about my visit today. Went in because one of my suitcase's wheels was not rolling smoothly. Unfortunately the nuisance caught me on the way in. Told me that I'd have to send it in. She said it was a serious fix and they didn't have the parts. I told her I just needed to take the wheel off and clean it at a minimum. That would probably fix the problem. The nuisance tells me that is not an option and that the bag would have to be mailed away at my expense since it's too complex. I stand my ground and insist that they at least help me remove the wheel. Another sales associate comes to my rescue. Tiffany goes into the back and returns with a spare. Magic. She proceeds to remove the entire wheel module to do a swap out with the new one she magically found. While Tiffany is putting the new wheel module onto the bag, I look at the old one. There is a single screw holding the wheel in place. I take a screwdriver sitting on the counter and remove the screw. The wheel pops out and it's entangled in hair and dirt. I clean it off and put the wheel and screw back in place. Took me about 2 minutes. I'm shocked by how lazy the nuisance is, or maybe I'm just that good. Tiffany then changed the other side to match, so I now have new wheels and their housings. Whole thing took about 20 minutes, and is a part of their job. If you drop by here for a simple repair, stick to your guns and pray that Tiffany finds you and not the nuisance. The nuisance is just after the quick sale, whereas Tiffany is a go-getter and embraces the customer service aspect of her job. That's how you keep customers. Well done Tiffany! read more

Great customer service. I brought in my 5 year old Tumi suitcase today and they quickly replaced the zippers complimentary. The employees were extremely helpful and kind. I will definitely return when I need to purchase a new Tumi item. read more

Yikes. I travel internationally frequently for work and own both Rimowa and Tumi products. Both company's have a high price point but there's an understanding that you're paying a premium for a good product as well as top level customer service and support. I purchased a ~$1,000 Tumi checked bag to transport electronics for my company. Unfortunately the bag was a bit small for my needs and (unused) I brought it to the Tyson's TUMI for a return with my receipt after ten days. I've worked with one of the managers at this location twice (once on a separate issue) and the level of service is an absolute disgrace. All of the sales associates are totally pleasant, but it's inconsequential when the GM is a bottleneck on any serious help you need. In this case, the TUMI associate spoke at length about the no questions asked, thirty day return policy. She failed to mention that the small, easily removable leather "monogram" voided any return policy. I only plenty of TUMI products with "monograms" and the exchange process is as simple as peeling off the leather stamp and affixing a new one with the 3M adhesive. I have a few blanks so I ended up peeling off stamp and putting on a new one to return it to another store. It's insulting that a luxury goods company like TUMI is as inflexible as a bootleg Samsonite dealer. If it was an embroidered or permanent monogram I'd completely understand, but not when you intentionally make a modular customization. Waste of a few hours and $30 in transport. I'd specifically recommend avoiding this store if you still have intentions of buying TUMI products. I won't be doing business with the company again. read more

I had an amazing experience at this store. Thanks to Pamela who assisted me with such good care and enthusiasm!

Tumi is supposed to be a luxury brand which to me means quality of the product as well as the sales experience. Nice product but often frustrating service. In December, my wife bought me a piece of luggage and a portfolio for Christmas. She wasn't sure which piece of luggage I had been looking at and they didn't have the leather portfolio so she got the nylon one. There was a $100 discount for buying both items. The sales person said she could return the luggage and exchange it for another one if I didn't want that one. Of course when we returned, the $100 discount no long applied. I ended up returning both the luggage and the portfolio so they got zero dollars from me. for some reason this seemed to make sense to the manager. I'll stick to companies who honor the promises of their employees. read more

I love my Tumi pieces but will not be going back to this store. The service is far below par for the price that you pay. The staff was oblivious and unhelpful. Go to the Georgetown store instead! read more

I went in to the store with no real intention of buying the pack back that I bought because I had already seen it at Saks Fifth Avenue but the department store did not have another one in the back. I always request one that hasn't been handled by others. Anna, had shown great patience with me showing me several different lines searching for an alternate one I had seen online but could not identify. When I decided which one, it took the whole village to find the one I wanted that was in a storage room that was not in the actual store. Jacob, Toni and Joanne were all assisting Anna because it could not be found in the store. There was no hard pressure sales, only helpful comments when I solicited input. Not only that, they monogrammed my whole first name, not just my initials. Furthermore, they did try to scurry me off at the conclusion of the transaction. They made the whole experience tremendously enjoyable! I truly am glad to find the Tumi store. I was not sure of the product before purchasing it, but each person engaged me to make me feel absolutely important. I highly recommend the store to purchase quality products and experience exemplary service! Thule... read more

To be fair the store was alright, I had a bag that needed to be fixed and they fixed it for me. But customer service is the worst! the older blonde lady in the shop has the attitude, she was so impatient, as I was trying to explain to her the situation she straight up told that she don't understand and cut me off half way. I turned around to the other gentlemen that was also working there, so he explained again to her and again she was very very impatient. There was another customer in the store and she told them "you have to wait" no greeting no apologies. I don't know why a high end store would hire someone like that. I rarely write any reviews on Yelp, this experience really upset me. read more

I kind of agree with the other reviewers in here. I have a lot of Tumi products. I was excited to see the store here, but the minute I walked in, I was treated like I had some kind of STD. I guess the way I dressed wasn't up to their standard. So I announced I wanted to buy one of their expensive luggage, but not from them. Serves them right. read more

I have to give a big shout out to Dashawn. I went in to check out the specifics of TUMI bags that I had been researching to buy online. Dashawn knows the products inside out--he was super helpful, knowledgable and very friendly...a real delight. He was able to talk about the pros and cons of different bags...lots based on his own experience using them. Thanks Dashawn! read more

I had a great experience here. I was looking for a nice commuter bag and Judy was exceptionally helpful. She showed me a lot of different styles to help narrow down what was functional and worked. It was a great experience and I'm stoked for my new commuter bag. There are a lot of options and highly recommended this store and there products. While I was there I also got a great wallet. read more

Tumi is a high end brand (at least I thought it was) which deserves some level of customer service. I made a poor choice of bag after a sales person raved about its functionality, which after using once, was awful. That combined with a very poorly made handle which did not latch incited me to contact the store to discuss the bag. Jacob the assistant manager suggested that this wasn't a norm for this bag (ok - but it is for mine - so a sorry and options would be nice). I have been ill for over a year and hopefully finalizing a treatment in Florida by mid July. I informed Jacob I can't bring it in - at which point he pointed out the 30 day return - which is RIDICULOUS for a expensive bag of this type. That's my issue - which I will immediately deal wit tumi corporate but I won't ever buy a tumi bag again if after 3 months and 1 use you are UNHAPPY? Jacob was more interested in ensuring I know that if I picked a more expensive bag - I would have to pay. I don't even want this type of bag at this point. So I will go in, probably be treated poorly, leave and ensure everyone I know (most of my friends travel 100kplus per year) understand my tumi position. Nothing better than a friendly word of warning. Thanks Jacob. Will be in when I return from my medical procedure to stay alive - while I don't worry about Tumis poor customer service and terrible return policy when a customer is unhappy. read more

I went in there and they treated me like I was a waste of time. I was dressed in sweats and gym attire and I am 23 years old. They must have thought I wasn't qualified. Long story short, they judged me based on appearance. I went to another certified Tumi dealer to make my purchase. read more

Stopped by a few nights ago, and the service was excellent. Management is much, much better and attentive to cusomers now. Happy to see that this location has come a long way in a short time. read more

The products are fantastic !! Unlike others, I had an awesome experience at this location. Toni, the store manager I believe, assisted me with the purchase of luggage and a briefcase. Whole showing g and explaining several pieces and options, I never felt pressure or "over sold to" . Going back soon to buy another piece! Great experience all around. read more