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
