Tumi

It’s no secret that my husband and I travel a lot. And for years we’ve counted on our Tumi luggage to get our stuff to where we need to go. Recently, we were getting ready to leave for France and about to head out the door. My husband was zipping his suitcase that he’s had for about 10 years and mid zip it gets stuck, and I mean really stuck.
He calls me over and you should have seen us. I am standing on it while he tries to pull the zipper one way, the other way and this zipper will not budge. Our Über is outside. We need to leave for the airport pronto, but cannot put this bag on a plane half-​zipped! We investigate the zipper and can see that some of the lining has wedged it’s way into the zipper and will not be coming out anytime soon. My husband decides he will rip the zipper. Or at least he thinks he will. Tumi material is tough and my husband was no match for their ballistic nylon. This zipper would not rip!
With our trip at stake, all over this darn luggage, we take to emergency measures and grab some scissors. We have to at least retrieve his clothing and throw it in another bag. It was a desperate moment and we cut the nylon (which, by the way did not cut easily). We were able to throw his clothes into another bag and thankfully made our flight.
So why five stars for Tumi? Let me tell you…
They offer the best warranty program. I dropped off this sad, damaged bag at this store and they sent it to their HQ. Repairs cost $ 275, which may seem like a lot, but considering new bags run around $ 1,000, $ 275 is quite a deal to have your bag functioning perfectly again. Unfortunately, HQ called and let me know that this 10 year old bag was beyond repair. (Enter sad face here.) BUT, she said they would send us a brand new bag for the repair price, $ 275. What a deal! This was almost too good to be true! I couldn’t believe they were willing to do this.
I will shop at Tumi for my luggage needs for as long as they treat customers this well!

The brand is great and I’m a huge fan, but lately the customer service is lacking at their flagship store. I spoke with Rebecca the store manager over the phone regarding a bag I was looking for. I called 10 min before they were closing and she answer the phone «Hello», I thought I had the wrong number, I asked is this Tumi she said yes. I was baffled that the store manager answered the phone like it was her personal phone. I made a point to ask her if I had the right number because it seemed weird to answer the phone like that. Anyways I asked if she could tell me if they had a cross body in Grey/​Atlantic that I have been looking for she said no I asked if she could check if they were going to receive it anytime soon. She said she would check and that she would call me in 5 min. She never called. I understand that I called 10 min before closing but at least I would expect a call back the next day. The Tumi store in rodeo needs to step it up. I get better customer service in the south coast plaza store even at the Beverly center and no one even goes there anymore. I expect more from their flagship store. I will buy my Tumi bags from Nordstrom they are amazing and they go above and beyond! Take note flagship store.