TUMI briefcase Alpha - leather handle damage
In November 2022, I bought a Tumi business bag (Alpha briefcase) from"Maras"- the official TUMI store in Zagreb (Croatia), which has a 5-year warranty and is positioned as a premium product. After about three years of use, I was unpleasantly surprised by inexplicable damage to the leather handle - a piece of leather 2 cm long came off. I contacted Maras by email to file a complaint at the end of December 2025, but there was apparently some communication noise, so it was only on January 16, 2026, that I was able to arrange the handover of the bag with the service at Vrbik 9a, with the explanation that the bag was being sent to Germany for repair and the initial estimate of the repair by the end of the month. Instead of 2 weeks, it took almost 6 weeks and only yesterday, February 25, 2026, was I informed that I could come and pick up the bag. When I picked up the bag, I noticed that the damaged handle had been replaced, but now the difference between the new and the other handle is visible. I don't think it's fair to repair a premium product within the warranty period in such a way that spoils the look of the bag, because now I have one old handle and one new handle. Was it such a problem, when there was already a manufacturer's error, which should not have happened after only three years of carrying the bag, to replace both handles in pairs, just as car tires are changed in pairs, etc. In short, I am disappointed with both TUMI and Maras. As far as I'm concerned, never again TUMI. In the whole story, I would only praise the dear and kind saleswoman when I picked up my bag in Vrbik today (Thursday, February 26, 2026).Ph.D.Sc. Mario Varovic
Mario Varović
massive gift card offered for lightly damaged backpack after 4.5 years
bought a mclaren tumi backpack 4.5 years ago for $800, and i was pretty rough with it. It held up well, but eventually got some small tears on the underside webbing. nothing that compromised the bag, but i wanted to see if it could be fixed.they said they couldn't repair it but offered a gift voucher of $1195!! (which is the current cost of the same backpack). I bought it new on sale and ended up with money left over. I was quite shocked, they basically offered me new for old.
Andrew McVeigh
Every time I look at my $1900 carry on…
Every time I look at my $1900 carry on I could scream! I was told how light it was blah blah. The bag literally weighs over 8 pounds and you are allowed 17 on European flights no exceptions. What gets me so upset is after I bought it I took it back inside the return window. I admitted that I used the bag once even though it looked perfect! I felt it was too heavy after being told how light it was. I didn’t know better I trusted the sales person at the time. I didn’t research. When I took it back he starts talking pounds….he said it’s only 3 pounds difference. He offered to send it in their customer service to see if they will allow the return. 3 months later and many calls they give me my bag back with nope you have to keep it. I went there for an education and was sold an expensive road trip bag that was beat to he*l the first time I was made to check it. Never again TUMI! Your sales people lie and I’m stuck with a bag I absolutely hate! Save your money. Luxury luggage is for suckers. Get the lightest bag on the planet that will fit the most luggage for a carry on end of story.
Kim Levell
Negative stars. TUMI is down the toilet.
If I could give zero stars, I would.I lifted my tumi carry on and the handle snapped in half. I returned it to Tumi, with the broken piece; the Repair area claims it could not be repaired, but they can offer me $90 toward a new bag and they will keep this one. What a racket! I said no because a new hard case is now $595 and up, and I would be losing twice. I refused the bad offer and they returned the case. However, they did NOT return the broken handle. I have been waiting since December. The company has deteriorated and they are not even responding to my complaint on BBB.Do not buy Tumi!
S. Bura
Zipper repair
My Tumi carry on bag was about a year out of warranty and the front zipper broke. I took it into the store and it was a $15 charge to send it out for a repair assessment which I paid. Would be $90 to put the zipper back on the track (which I already could do) and stitch the end so it wouldn’t come off again. $90 charge. Not even a new zipper. When I said I would do it myself, they said I wouldn’t receive it back for 3 weeks…the person that does the shipping is on vacation for 2 weeks and no one else can do it! I won’t be purchasing anymore Tumi products. So disappointing. This used be such a luxury brand. Not anymore.
Marge Grice
What a customer should always receive
I am a satisified customer from early 2000 and I went to Milan shop for a repair to my trolley. The staff was very kind and service perfect and on time. Congrats
customer
A once great brand: now the same as everyone else.
Tumi is a once fabulous company that has sadly gone down the route of not caring about their loyal customers. They have always looked after me very well when it came to repairs and warranty claims. Which is why I’ve bought multiple luggage items from them over the years. Between my partner and I, we probably own about 20 pieces of their luggage. However recently I was extremely disappointed with their service standards when I returned a very lightly used duffel bag which has actually ripped. Their ballistic material is not meant to rip so I assumed that even though the bag was a couple of months outside the warranty period, that they’d either repair it or offer a suitable solution. Sadly they said they couldn’t repair it and offered a derisory discount off a new product. Personally I think a $600 duffel bag should perform much better than this but they refused to help further. As a result I don’t think I’ll be buying anything from Tumi ever again.
Richard Phillips
Long wait times (over 30 minutes) to…
Long wait times (over 30 minutes) to get a hold of someone. Once connected, the agent is very pleasant and helpful.
Hope O'Brien
Just got off of the phone after being…
Just got off of the phone after being on hold for 15 minutes of silence. Tumi has greatly disappointed me today I must say, with their lack of care has become shocking over the years re. Upholding their repair warranty/guarantee
Sanjay Kapoor
I have called at least 15 times about a…
I have called at least 15 times about a repair update.. emailed even! Nothing!!! No one ever answers the phone????
Keila Garcia
No one is picking up the phone!
No one is picking up the phone!
Lixuan Zhang
No one works in customer service
Try calling their customer service tele#- 800-299-8864- no one ever picks up!! No one!! Try for yourself! For a company that charges outrageous prices, this is crazy!
Patty
Absolutely terrible customer service.
Absolutely terrible customer service at Mall of the Emirates Dubai branch . They charged my credit card twice and still have not refunded me 3 weeks later . They have no customer service department to communicate with and deal with complaints.
Kristina Hall
Absolutely horrendous customer…
Absolutely horrendous customer service.I could not believe my ears when I was told "the manager is not available as she is in the kitchen". I had tried to get in touch with them from the moment I placed the order but received no answer. When finally getting a hold of them, I was told my order was not processed and no tracking number was generated when I asked to cancel the order. 10 mins later informed it has been shipped. I still did not get any tracking or shipment confirmation. It is shocking that a brand has such poor customer service. Will never purchase again. The brand really needs to look into their customer care service.
M. May
Customer service is unbelievable good
Customer service is unbelievable good. A suitcase is a suitcase. I live out of mine for 350 days a year so why not buy a nice one. After 8 years of this intensive juse it’s still going strong without any problems. Sadly during a plane ride got my suitcase with the handle snapped😔 thinking it was the end and already Looking for a new one I contacted custumer service with The prompt response: can you bring it to your closest dealer or ship it to us we will get you sorted. As I couldn’t mis it I asked if they could send me the part so I can fix it myself. 2 days later part arrived free of charge no questions asked for an 8 year old suitcase!
C Vos
Dropping gems…
Tumi has made it possible for my company. BlingwithGlow to start my own jewelry business.My experience has been at 8 out of 10
Gloria Carter
Terrible brand and even worse service
Terrible brand and even worse serviceTUMI luggage is not solid at all — it breaks easily despite the high price. When issues happen, they refuse to take responsibility and customer service is useless. Absolutely not worth the money.
C CC
A Disheartening Experience with TUMI – Where Did the “TUMI Difference” Go?
As a Vice President for a human services organization, I spend 80–90% of my time traveling to support business locations across the country. My luggage isn’t just a convenience—it’s a necessity. Over the years, I’ve relied on recommendations from trusted colleagues and family members to find gear that can withstand the rigors of constant travel. TUMI has long been a name synonymous with quality and reliability. Or at least, it used to be.Recently, I encountered a deeply disappointing experience that has left me questioning everything I thought I knew about the brand. With an urgent flight approaching, I visited the TUMI store in Cabazon, CA, hoping to resolve an issue with my luggage—an item still under warranty. What followed was a cascade of indifference and inconvenience.After speaking with a junior associate and then the store manager, I was met not with solutions, but with a recitation of the warranty policy that felt more like a legal disclaimer than a customer service interaction. I asked about an exchange or onsite repair, only to be told that this location doesn’t offer either. Instead, I was advised to drive to another store miles away or pay to ship my luggage for evaluation—despite it being within the warranty period.This is the “TUMI Difference”? The brand that claims to design for the traveler, that touts exceptional quality and performance, couldn’t offer basic support at a flagship outlet. The disconnect between their marketing and my lived experience is staggering.TUMI, once a beacon of craftsmanship and customer care, seems to have lost its way—at least at the Cabazon location. For a company that built its reputation on empowering journeys, this felt like a roadblock. Management and associates alike should take note: travelers need more than sleek designs. We need service, accountability, and respect.To fellow travelers: buyer beware. The TUMI you think you’re getting may not be the TUMI you’ll experience.
dwtamomsn.com
Horrendous service and products
Horrendous service. Bought a £500+ pound hand carry. It’s failed to function and had a fault. On the first trip. Now they expect me to go to their regent street store to get it fixed. How is this company operating a premium brand is beyond me. A customer who can spend this kind of money can literally burn the bag and tell this brand to shuv their product where the sun doesn’t shine. Absolutely disgusting product, pricing and after sales service
Hadeed Tajammul
Review for Susan & Arthur at Tumi store…
Review for Susan & Arthur at Tumi store on Michigan Avenue, Chicago: I am in from the UK for a week and my Samsonite suitcase lock had got jammed. My hotel could not help. Tumi staff solved the problem in 3 minutes with a small screwdriver and a letter opener! The lock popped open. Great staff, technically competent and very polite. THANKS!
Martin
