I took a piece of luggage in for repairs. The staff were very friendly, but I was especially fortunate to deal with Michael. I explained I wanted new wheels and the handle repaired as it sticks sometimes when trying to put it down. Michael explained he would take a look at it and if he could not fix it would send it to TUMI for repairs. About an hour later, I get a nice text from him stating it would need to be sent to their repair center. He stated he would box it up and send it. Very professional. About 4 days later I get an email from the repair center stating my suitcase is unrepairable. I called them to ask how could putting new wheels on it and fixing the handle be unrepairable. After going back and forth the lady finally admitted they did not have the parts for it which I found hard to believe. She said she could send it back or if I wanted a new suitcase get credit for it since my warranty had expired. I asked how much credit and she said $125. You must be kidding for a $1000 suitcase. I did not believe her and felt it was a ploy to get me to purchase a new piece of luggage. I told her to send it back to me. I own 5 pieces of Tumi luggage and one thing is for sure, I will never purchase another piece from them again. What a scam. read more

I bought a TUMI rolling bag and was told I had a LIFETIME warranty. When I brought it in to be repaired they told me it would cost me nearly $250 to repair. WTH! I am furious and feel lied to. read more

Horrible customer service. I called ahead to make sure they had an item that was in stock online. The lady rudely told me they don't carry that, immediately. I asked her to please look it up, she argued but then eventually did and was wrong. I wouldn't have bought the item from them if it wasn't for my boss and a mandatory purchase. I don't understand the point in her being so rude and unhelpful. She seemed incredibly entitled. read more

Rude customer service. Would Just browse and order online by far the worst tumi experience.

Brought in a bag for repair. Had no expectation to get fixed so quickly. In less than 11 hours they completed the repairs. AmazIng!!!

Two weeks in a row I have gone to this store to buy a specific bag and two weeks in a row not a single staffer even acknowledged my existence. The first time she was at least talking to someone else at first and I waited by the counter and then she walked to the back and the last Saturday two staffers were working and not even a hello. Not sure if it's because I'm black or they are lazy but never again! read more

Luggage Store in the mall. After spending an hour going from store to store looking for a briefcase at northpark mall we spotted the Tumi store so we decided to walk in. Now this is moderate to high priced luggage store and there was an associate in there by himself when we walked in, but apparently we weren't good enough to even be greeted by him. After a moment or so I said hi and he just looked at us. Moving on, I looked at their briefcases and the Ashton and the Arrivé designs were both very nice but unfortunately I was unable to get any assistance really. We continued to look at a few and just left. At my job, I'm expected to say hi to everyone that walks in and at least make myself available if anyone needs help. This is a store I will not recommend going to and I definitely will not be back. read more

I was traveling and stopped in Dallas. Needed to exchange a TUMI phone charger and was helped by Michael. He was friendly and understanding. This is why I have always stuck to TUMI. They're always willing to help their customers and that reflects to their associates at different stores. Go see Michael! read more

This store used to be the best TUMI location in the states - hands down. Before I started buying TUMI, I'd come in to "just look" and was given the same courteous and excellent service as if I was purchasing the entire store. As a road/air warrior, with many suitcase trial and errors, I chose TUMI as my only luggage/bag option. A huge part of this choice was based on the service commitment TUMI represented. Eight TUMI pieces later, I thought I'd be a TUMI believer for life. However, this store's new staff has dashed my faith in TUMI service as a brand. The once extremely pleasant and reliable staff has been replaced with employees that are completely lacking in the concept of customer service, incapable of common courtesy, (much less just being polite) and have zero idea of what TUMI service is supposed to represent as a brand. I took two of my bags on for service. Both of which I was told were easy repairs, and would be ready in 4 days. That was mid October. I wasn't traveling at the time, so it was no issue. Yet, four weeks plus weeks later, I'm calling the store to find out when it would be ready. At first, they insisted they didn't have my bags. Neither of them. It wasn't until I was talking with elevated frustration that they even looked for the bag. They found them. Neither had been fixed yet. Not even the zipper pull that I was told could be fixed in store. Skipping over the days of calls back and forth, I'm told that the suitcase I use the most won't be ready for SIX more weeks. At this point, they'd already had it for six weeks. TWELVE WEEKS to repair a suitcase is UNACCEPTABLE. If I hadn't called, how much longer would it have been? Because they already had SIX weeks to fix it and did NOTHING. At my insistence, they offered a loaner. Meaning, I insisted that they find me one. They told me they have loaners as an option, but they're were out. I had to explain the concept of finding one at another store. They "found" a loaner at another store, and offered for me to stop in on Black Friday to pick it up. Thankfully I declined, because when I stopped in the Monday after Thanksgiving, is when I received the worst service ever. Ever. First, I was ignored by 2 sales people for over 5 minutes. They were helping other people, but as I stood at the register neither of them acknowledged me at all. It was like I was invisible. Finally, the lady at the register, looking down her nose at me, said rudely that she's be with me in a minute. Taking her time to help someone with choosing engraving colors, she agitatedly asks if I'm picking up something, and then says, "if you didn't receive a call saying it was ready, you're wasting everyone's time coming in." She opts to get someone else from the back to help me, bc she "can tell I'm going to take some time, and she's busy". All I'd said at this point was yes, I was picking something up and I know it's ready. In my mind, I'm wondering why I was ignored for over 5 minutes if there was someone else that could help. The "manager", Michael comes out. Stoic faced, no eye contact, and places my zipper suitcase and the loaner on the table in front of me. First of all, the loaner is the wrong size suitcase, and it's disgusting. It is the oldest suitcase, it didn't even look like a TUMI. It was beat to hell and filthy. I couldn't believe TUMI would even want this eyesore anywhere in the store, much less offer it to a customer. I ask Michael if he is aware of my story, and how long they've had my bags. He says yes. And then just stares at me. As I string together the ongoing examples of how bad this has been handled...He just stares at me. Completely expressionless. I wasn't yelling, I wasn't being unkind, but I clearly was not happy. And all he did was apathetically stare. I even ask, "you're don't have any expression on your face, and you haven't responded at all to anything I've said...do you have ANYTHING to say?! How would you feel if you were the customer here?!?" He shrugs a shoulder, and flatly says, "I mean, I understand where you're coming from, but...I don't know what you want us to do about it. And, yeah, the loaner is a bad bag, but..." shrug. Blank stare. I will be contacting TUMI corporate with full details of this staff's incompetence, appalling rudeness, including pictures of the disgusting loaner that is being offered to supposedly valued customers. And, for the first holiday season in years, I will not be purchasing any TUMI gifts this year. #TUMI #northparkstoreFAILS read more

Stunningly bad and discourteous service. As a very frequent traveler, I go through bags on a very regular basis. In the past, TUMI has always been a brand that I counted on for long-lived and versatile products coupled with stellar customer service. Someone in Dallas must have missed the memo about that last part. I visited this location with my latest TUMI purchase over my shoulder, their CFX Suzuka. I wasn't entirely in love with the bag, and was asking for advice on what might be a better traveler's bag, maybe one with a zipper to close the full top of it...like my old TUMI Pueblo. What I got was attitude, and a store employee who talked down to me and dismissed all of the points I'd asked about, and finally suggested I go to the TUMI Outlet as somewhere I could get something "last season that may be what you're looking for." Exactly how an employee who is listening to a customer carrying a brand new $800 product of yours should be treated, right? The other employee in the store tried to interject by offering other options, but the first guy (who I'm assuming had to be the senior person on staff at the time) wouldn't let him get a word in edgewise. Yea - never again. Good job on souring me on your brand. read more

Great store, great service. I'm a bit, long-time Tumi customer. I have purchased at least 10 Tumi bags over the past 5 years. This store itself is immaculate and stylish, with great low level lounge music playing in the background -- I felt like I was at a hip Soho bar. But what really sets this place apart from all other Tumi stores I've been to is it's service, specifically, the Assistant Manager -- Ron -- is a really great guy. I had an urgent, complicated out-of-town, repair, exchange situation I had to deal with on New Year's Day, just hours before I had to catch a flight out -- and I really needed a new bag. Ron was sharp as a tack, understood my problem immediately, and worked with me to come up with a solution that worked. I made the flight with a replacement bag, and all is well. Tumi products are great, but in my experience sometimes the service at other Tumi stores can be a bit less than great. This place, and specifically Ron, are really beyond great. Highly recommended. read more

I stopped by this store yesterday for the first time. The manager seemed to be the one with more of an attitude, he kept telling the other employees to do stuff instead of wait on me, which they clearly wanted to do as I was the only customer in the store. The two who were assisting me were knowledgeable about the products, even though I came in with an idea in mind. Other than the manager's awkwardness, I had a pleasant experience. I found a great weekender bag that is light weight with plenty of compartments so I will no longer need to pack all of my toiletries in seperate bags, which will be very convenient when I travel. read more

I've always had a great experience at this location. Staff are friendly and helpful. I felt compelled to write a review because Derrick helped me out a lot today. Felt he went above and beyond to accommodate my demands from gift wrapping to shipping. Great customer service!:-) read more

Great experience!! My husband needed an upgrade on his Tumi Luggage. We read the negative reviews about the bad service in the NorthPark location and were slightly wary of going into the mall store. But since he has always had Tumi products he was willing to at least try the mall store. Our experience was totally different from those reviewing online. A delightful salesperson named Emma helped us!! She was knowledgeable and despite her small size could handle the big pieces of luggage like a pro!! She was welcoming and very helpful. I'm not sure what the problem was with the people who weren't happy with the service, but we were very happy with our shopping experience! We came out with three new pieces of luggage and would recommend this Tumi store to anyone needing new luggage. read more

My Alpha 2 handle had broken on a holiday trip to Dallas. I brought it into this location and they immediately told me they could take care of it. Within 45 minutes they had put in a brand new handle. No cost, no questions asked. I've been to other Tumi boutiques that won't even replace a zipper. This location has restored my faith in Tumi. Highly recommend. read more

The bags are great. The horrible attitude and rudeness of the sales associate I dealt with was unacceptable. I won't be back to this store.

Sandy at Nothpark was rude, had tons of attitude, didn't listen to what I had to say, and couldn't provide a real answer as to when I would get my bag back. There were other associates there that had been great, but the last two times I had to visit Tumi I unfortunately got Sandy. read more

I may not be in the economic bracket for Tumi, but this store is laid out perfectly for items I hope to buy one day. Customer service guy was really nice and I walked out with some nice key chains (I was due for a new one anyways!) Overall: their items were displayed very very well and look very tempting to buy if you just finish paying off your last credit card. read more

Just left Tumi Northpark Dallas and will never give Tumi our business again. My husband bought a wallet there a few months ago and it is leaving black, sticky smudges across his driver's license and credit cards. Seems like the glue is coming off and ruining his cards. Talked to a sales woman who looked at us and said, "so did just want to tell me that or what did you want?" She tried to tell us that it was my husband's fault because of perspiration or maybe working outside. He's an art director so no. And while she said no one had ever had a similar complaint, she was a rude, unhelpful moron who only mildly made an attempt to do something after we said we will just leave and file a complaint with Tumi directly. Which we will. I don't expect to drop that kind of money to be treated so rudely with no concern for customer service. No wonder online shopping is so popular. read more

I own A LOT of Tumi luggage. But when I needed service for a small item, I got NO service from this store at all. An associate named Cooper promised to have an item sent to my house, and it NEVER was done. Two months later I stopped in the store and he made some excuse that the home office was taking care of it. I love the luggage, but I suggest you go elsewhere to buy Tumi - the Northpark store is an embarrassment to Tumi's brand. read more

My name is Keith and I almost never do any type of reviews for any type of establishment. However I wanted to make a couple of remarks about this particular TUMI store at Northpark Mall in Dallas. The manager there is Michael and his assistant is Sandy (and there was another associate there too ... her name is Claudia). I had an older TUMI Alpha carry-on (it has over a million miles on it from AA) that needed some repairs. I was amazed and surprised that most of the repairs could be done in the store and they did not charge me anything. How often do you meet great people in the customer service arena that help a customer with a problem and fix it and do it with a smile on their face? The service I received at this particular store was remarkable. They helped me with a return (TUMI backpack) and called me back numerous times when they finally got a handle for my older TUMI bag. North Park Mall is not close to me and this is a very high end store (price-wise), but the service and awesome attitude of the staff will have me returning if I need anything at all or decide to upgrade or replace my luggage. My guess is this a rare positive review because most people do not take the time to say something nice. These folks at this store really stand out in my opinion. Thanks for listening. read more

The associates in the store were very helpful and knowledgeable. My fiancé and I got some very nice pieces here. If you travel at all, Tumi is the best of the best. The quality is outstanding. We will definitely be back! Great customer service. read more