Tumi Luggage

During my flight to Seattle on vacation, a TSA agent searched my checked luggage and managed to rip off both primary zipper pulls (tabs) on my Tumi Alpha Frequent Traveler carry-​on bag. I checked for the location of a Tumi store in the Seattle area and called their Bellevue location to see if I could bring my bag in and have the zipper pulls replaced onsite. The Bellevue store manager, Mike Holbrook, asked for the style of my Tumi bag, then assured me that he had replacement zipper pulls in stock and would be happy to help me. An hour later I was in the Tumi Store at Bellevue being greeted by Mike Holbrook and a few minutes after that I was leaving the store with new zipper pulls on my promptly-​repaired Tumi bag.
I’ve been a loyal Tumi customer for more than a decade. I buy Tumi products because they are well designed with quality materials that hold up exceptionally well to the rigors of travel; (the ballistic nylon Tumi roller bag I used for my Seattle trip is 8 years old and still looks great). The fact that Tumi designs their zipper pulls to release when trapped (rather than tearing the zipper itself and further damaging the bag) is a minor inconvenience and one I’m very willing to put up with when the result is a quick repair (new zipper pull) versus the thought of having my luggage arrive on the Baggage Claim carousel with a torn apart, inoperable zipper and buying a new piece of luggage at the top of my new «To Do List».
So, thank you very much Bellevue Tumi store manager Mike Holbrook for providing exemplary customer service and for reminding me, through your great attitude and prompt issue resolution, why I don’t mind spending a bit more than other brands for my Tumi luggage — because Tumi’s great products are backed by its great people.

This review is specific to the store and its manager, Michael. I purchased a Contentintal-​sized Alpha carry-​on from them last Sunday. I traveled with it and decided it was too wide for my taste — both trying to roll it down the aisle and in trying to fit it into crammed-​up overhead bins.
I called the store, hoping against hope they’d consider an exchange or reduced-​cost purchase on an International-​size Alpha, which is about 1″ narrower. Michael indicated that Tumi doesn’t normally do this with traveled-​with gear, but he made an exception in my case and exchanged the bag even-​up. Guess what? This goes above-​and-​beyond, meets my needs precisely and makes me a happy advocate for this store and that brand. Smart move, Michael.

I have been in the market for quite some time for a hardshell carry on luggage and have visited this Tumi location about five times in search of items. The store has never had more then myself and one guest in it, which should be a sign that something may not be right. The quality of the luggage may be better then luggage you would buy at Fred Meyers without question, but I do not see how it is worth $ 600 MSRP for a carryon. The same luggage (Tumi models on Zappos and
) both are less expensive and have better return policies then Tumi’s. I hate to say it, but Tumi at Bellevue Square is not a bad place to go to and look to learn about their product, but it looks like buying online is a better option. The store has a shorter return policy and no option to try it before you commit to it.

I love Tumi and luckily we have a store nearby! :)
George is great! He’s one of the assistant managers and he is a guru when it comes to fixing your pieces in store. Of course not everything is repairable in store (like the review before mine mentioned) sometimes they have to send out your bag to get it fixed.
I probably own over 20 Tumi items and I’d highly recommend Tumi products and especially this location! :)
TIP: There’s a Tumi store at the Seattle Premium Outlets up north off of exit 200 on I-​5! :)

I have no problem with the customer service or the store itself, but with the warranty and the store’s lack of ability to help. I bought my 5^th Tumi bag in 20 years about 18 months ago and the zipper broke. The store shipped it for me (I paid $ 20 for the service). Corporate replied that the damage was due to misuse (huh?). They offered me a 50% credit toward a new bag. At $ 1200 for the original bag and the fact I only used it for 18 months it seemed ridiculous to pay another $ 600 for a new bag. Mine is unusable and returned to me still broken. The store couldn’t do anything for me and said I had to work it out with corporate. It seems Tumi’s policy of standing behind it’s product has changed and I was unaware. I will never buy another Tumi bag. The customer care and warranty do not justify the huge price. I found a nice Halliburton bag that has held up well, is lighter and more stylish.